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HNZ25 is New Zealand’s largest and most impactful hospitality and accommodation conference – a flagship event that brings together operators, leaders, changemakers, and innovators from across the motu.

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editor'snote

How Innovation in European Hotels is Redefining the Luxury Experience

Tania Walters | Publisher

round 73 percent of New Zealanders plan to travel overseas in 2025, signalling strong demand for international experiences as global travel rebounds. While only 8 percent currently plan to visit Europe, down from 27 percent in 2023, the region continues to hold a powerful appeal. For Kiwi travellers, who often favour meaningful, immersive experiences over fleeting stays, the opportunity to explore Europe remains compelling. What’s changing, however, is how European hotels are evolving to meet modern expectations. Across Europe, innovation is reshaping the hospitality landscape.

Luxury is no longer defined solely by thread count or marble finishes but by intelligent design, seamless service, and intuitive technology that enhances the guest experience. European hotels are investing in systems that personalise stays from check-in to check-out, including predictive room preferences, AI-powered concierge services, and integrated mobile apps that allow guests to control lighting, temperature, and entertainment from their phones. This shift towards smart hospitality is not just about convenience. It reflects a broader move towards anticipating needs rather than responding to them. In-room voice assistants that speak multiple languages, real-time service requests via mobile, and contactless checkin and payment solutions are streamlining operations while giving guests more autonomy. Hotels are also adopting data analytics to understand guest behaviour and refine services. From curated restaurant recommendations

based on past preferences to tailored wellness experiences, technology is allowing properties to offer the kind of precision service that was once only possible in ultra-luxury settings. Even traditional hotels are embracing modernisation, integrating tech with heritage to maintain their unique character while staying competitive. This blend of old-world charm and forwardthinking design is a key differentiator in today’s global market. For long-haul travellers from New Zealand, these innovations offer a reassuring mix of familiarity and sophistication. As confidence in international travel returns, European hotels that prioritise innovation, efficiency, and emotional engagement will be best positioned to attract high-value guests seeking something truly memorable. l

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PUBLISHER: Tania Walters ADMINISTRATION MANAGER: Kieran Mitchell EDITOR-IN-CHIEF: Caitlan Mitchell HEAD OF CONTENT: Sarah Mitchell

CONTENT MANAGERS: Caroline Boe, Daniel Rogers EDITORIAL TEAM: Sam Francks, Jenelle Sequeira SENIOR DESIGNER: Raymund Sarmiento JUNIOR DESIGNER: Raymund Santos

ISSN 2423-1193 (PRINT)

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Review Publishing Co Ltd. Retail 6, 2 Ruskin Street, Parnell, Auckland. Tel (09) 304 0142 Email: edit@reviewmags.com Hotel is published bi-monthly under license. Please direct all enquiries and correspondence to Hotel. The opinions and material published in this edition of Hotel are not necessarily those of the publishers unless specifically stated. All material appearing in Hotel is copyright and may only be reproduced with the consent of the publisher. Copyright 2025.

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Budget 2025 Outlines Priorities Budget 2025, described by Finance Minister Nicola Willis as a "no BS" budget, sets a clear tone for the National Government’s economic direction. With an emphasis on growth, restraint, and restoring trust in public services, the budget walks a fine line between boosting productivity and managing the realities of a sluggish economy. CLICK TO READ MORE

New Look for Pan Pacific Perth Pan Pacific Perth has unveiled its multi-million dollar transformation, comprising guest rooms, suites, club lounges and the lobby. Pan Pacific Perth, a symbol of elegance and hospitality for many years, has entered a new era of graceful luxury with the completion of its highly anticipated renovation which includes its 488 guest rooms and suites, lobby, Pan Pacific Club Lounge and the hotel’s expansive meeting and event spaces.

NABNI Opens Dubai Waldorf Astoria NABNI Developments have officially opened its latest luxury-living Waldorf Astoria property at Dubai's Business Bay. Following the 2024 signing of a milestone partnership between NABNI Developments and Hilton, sales have officially opened for the premium-luxury 146-unit Waldorf Astoria Residences Dubai Business Bay. CLICK TO READ MORE

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Government Launch NZ Verify App The NZ Verify App will make it easier for tourists wanting to rent a car or check into a hotel room. The Government has today released its NZ Verify app to verify international digital credentials, Digitising Government Minister Judith Collins and Tourism and Hospitality Minister Louise Upston announced. “NZ Verify/Whakatūturu App will initially be used to verify select international mobile drivers’ licences, meaning visitors can rent a car or check in to a hotel with just their phone,” Minister Collins said. From today, it will be able to verify mobile drivers’ licenses from Queensland, Australia, and tourists from the US states of California, New York, Ohio, Georgia, Virginia, Arizona, Maryland, Colorado, Utah, Puerto Rico, Iowa, New Mexico, Hawai’i, and Alaska. CLICK TO READ MORE

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Aratere to Retire After 25 years, Cook Strait ferry Aratere will retire by the end of August, as announced by Interislander and Kiwirail. KiwiRail has confirmed that its ferry Aratere will retire no later than 30 August, after a quarter of a century’s service on Cook Strait, Interislander Executive General Manager Duncan Roy said. KiwiRail announced three weeks ago that Aratere would be retired this year. This followed advice that demolition of Aratere’s wharf in Picton could begin as soon as October this year, and no later than March next year, to build the infrastructure for the new ferries being procured by Ferry Holdings Ltd, which are due to arrive in 2029. CLICK TO READ MORE

Two Centuries of Collective Service At The George In a heartfelt celebration of loyalty, excellence, and dedication, The George recently honoured twelve of its long-serving team members whose unwavering commitment to hospitality has collectively shaped the guest experience for over two centuries. CLICK TO READ MORE

Wyndham Boost Owner Success Wyndham has unveiled new initiatives to drive owner success, strengthen hotel performance, and advance technology. Together, Wyndham and its franchisees are going places. That was the message heard by thousands of hotel owners, suppliers and Wyndham team members this morning as the Company officially kicked off its 2025 Global Conference in Las Vegas. CLICK TO READ MORE

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NZ Arrivals Higher than 2024 New data from Infometrics has reflected growth within New Zealand's market, with arrivals higher than last year. Tourism arrivals remained higher than a year ago, up 0.7 percent pa in the three months to March 2025. Arrivals in March fell 8.3 percent pa, reflecting a moderation from the strong comparator period in March 2024. CLICK TO READ MORE

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Thriving Together HNZ25 AND THE 2025 LION HOSPITALITY NEW ZEALAND AWARDS FOR EXCELLENCE

HNZ25, New Zealand’s premier hospitality and accommodation conference, is set to take over Wellington on 10 and 11 June 2025, bringing together the heart and soul of the industry for two days of learning, leadership and celebration.

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eld at the stunning Tākina Convention Centre, HNZ25’s theme, Thriving Together, reflects the spirit of collaboration that drives hospitality. From cafés to luxury lodges, grassroots entrepreneurs to seasoned operators, HNZ25 is a gathering of the hospitality family from across the country. What to Expect: Fresh Ideas, Big Conversations Attendees can expect a rich programme of keynote addresses, panel discussions, and business breakout workshops where they can gain new ideas to put into practice in their business. Each session offers practical insights into the trends, tools and

opportunities shaping the future of the industry. Whether the focus is on workforce development, sustainability, digital innovation or guest experience, there’s something here for everyone. This year’s speaker line-up features leaders in hospitality, tourism and innovation. Key speakers include: The Minister for Tourism and Hospitality, Hon Louise Upston, talking about her role as the sector’s Minister, and where the Government is focusing to support the industry. Leading economist Shamubeel Eaqub delivering an insightful analysis of the current and future economic climate, exploring key trends, risks, and opportunities for operators across the sector. Associate Minister of Justice,

responsible for the Sale and Supply of Alcohol Act, Hon Nicole McKee will discuss the implications of the Sale and Supply of Alcohol Act, offering her perspective on how regulatory changes affect hospitality venues and community responsibility. Former Commonwealth Games hurdler and former head of adidas North America, Zion Armstrong, will reveal how the same principles that propelled him from the track to management, people, culture, discipline, teamwork, can lift frontline teams, boost guest satisfaction, and keep hospitality businesses humming. Representatives from political parties sharing their views on future regulatory settings, the

role of government in supporting industry growth, and their party’s commitments to the sector will also be in attendance. Mayor of Rotorua, Tania Tapsell, will discuss where she has focused her council's efforts to support its economic development and tourism attraction role, in turn helping the hospitality sector to thrive. Other topics on the agenda include AI and automation in guest experience, retaining and growing a future-ready workforce, digital marketing for growth, and the bottom-line impact of sound sustainability strategy. HNZ25 also features a dynamic tradeshow sponsored by Coca Cola Europacific Partners, showcasing partners and offering delegates an opportunity to explore new products and access exclusive offers. Two Nights of Recognition. One Unified Industry More than a conference, HNZ25 is a celebration of excellence. This year’s Lion Hospitality New Zealand Awards for Excellence span two glittering evenings that highlight the people and places pushing the boundaries of what’s possible in hospitality. The awards recognise the ongoing contributions to innovation, sustainability, and outstanding service that businesses and individuals are making every day, and showcase the depth of talent and entrepreneurial spirit that continues to elevate New Zealand’s hospitality sector.

The People’s Awards, presented by DB on Tuesday 10 June, will honour the individuals at the coalface who create magic in every shift. Held at the iconic Foxglove Bar, this night is all about the emerging leaders, frontline champions and quiet achievers who bring mana to the customer experience. On Wednesday, 11 June, the spotlight shifts to the Business Awards, proudly sponsored by Lion and held at Tākina. These coveted accolades celebrate venues that are setting the standard in innovation, sustainability, customer experience, and overall excellence. Why You Should Be There HNZ25 is more than an event; it’s a chance to reconnect, recharge and recommit to our shared vision of making New Zealand’s hospitality and accommodation industry the industry of choice. So come to Wellington this June. Bring your team. Bring your energy. Be part of the conversation, the celebration and the momentum. Let’s thrive together. To learn more and register, visit https://www.hospitality.org.nz/ whats-on/conference.

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industryleaders

Leading the Change From development to amenities, the accommodation sector has shifted towards a more guest-focused service.

ew traveller behaviours have altered traditional trends for operators. The rise in midweek and shorter stays has forced operators to adopt new business models and offer tailor-made stays in order to attract guests. The industry has also been plagued by a drop in staff and talent numbers, which has seen major investment and attention planned for the coming years. On the whole, tourism statistics are still below what they were in the pre-pandemic market across the board. As with the current rise in domestic tourism and peak demographics of international travellers (mainly from China and the United States), brand individuality and flexibility have allowed operators to be on top of their game throughout every market trend. Immediately after the pandemic, last-minute bookings were at an all-time high. This was able to keep the industry afloat, but it wasn’t a sustainable solution. As guests now prefer a longer booking window,

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averaging at 32 days, there is an expectation that providers will become flexible with policies in order to make the experience seamless and personalised to guest needs. Although the introduction of such offerings as flexible cancellations is a risk, globally, this trend has seen cancellations falling below 20 percent in some markets. Based on industry data from the United States, more than half of guests are willing to pay extra for a hotel that offers free cancellation services. The trend for white-labeling has also been a way for hotels to differentiate themselves from competitors. It has tapped into the demand for personalised experiences, sustainable choices and the integration of technology. The white-label model has been a way for businesses to customise each property and reflect its local market and story without having to fall into the category of one-size-fits-all. Flexibility has been something operators have come to value, especially in an industry that can dramatically switch gears suddenly. l

The trend for white-labeling has also been a way for hotels to differentiate themselves from competitors. It has tapped into the demand for personalised experiences, sustainable choices and the integration of technology.

Interior Design & Procurement Consultants

Furnz.com

Luxurious Bespoke Design to Expand Horizon’s Opportunities to work on a 305-room five-star hotel are rare, so when Furnz Group were awarded the project for SkyCity’s new luxury hotel, Horizon, the project team were committed to delivering an unforgettable luxurious experience for future guests. Inspired by Auckland’s dynamic Horizon, the project team developed a rich colour palette that reflects the shifting hues of the sky throughout the day, mirroring the view guests at Horizon would enjoy from their rooms and suites, creating a fully immersive experience.

Full story, images and video tour here.

A perfect harmony of masculine and feminine design elements and furnishings creates an elegant and comfortable environment for guests to relax and indulge in their surroundings. Every aspect of the design is carefully considered, from the tactile upholstery fabrics to the structural, sculptural lighting and bespoke custom-made furniture. The project engaged with 60 local and international suppliers who helped Furnz deliver Horizon Hotels’ luxurious one-of-a-kind finishes.

“You get the sense of quality as soon as you walk in and recognise the various spaces incite a different emotion”. Euan Armstrong Furnz Group Director

Horizon by Sky City, Furnz Group

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Refurbish, Rethink, Regenerate Euan Armstrong, Managing Director at Furnz Group, said one of the most inspiring areas of growth in New Zealand’s hotel industry was sustainable and regenerative tourism.

s global travellers become increasingly environmentally conscious, Armstrong said that New Zealand’s pristine natural environment provides a unique platform for experiences. “Hotels are not just aiming for sustainability but are exploring regenerative models, where tourism leaves a place better than it found it. This shift is driving innovations in green building practices, low-impact operations and how and where we procure,” said Armstrong. The New Zealand hotel market is still in a post-pandemic phase of recovery and transformation. Armstrong believed that domestic tourism has helped maintain a level of survival, while international travel has steadily rebounded. Key regions like Auckland remain flat, but Queenstown and Rotorua have seen continually improving occupancy rates, though challenges like skilled labour shortages and rising operating costs are still lingering. He said that new large-scale

hotel developments like the 300room project Furnz Group recently completed for Horizon by Sky City are likely to slow due to feasibility pressures. “Instead, we expect refurbishments of existing assets will be our hero, as well as pursuing smaller-scale hotel developments in regional areas.” In the future, Armstrong said the local market is likely to endure four main stages. Firstly, there will be continued recovery in international arrivals, especially from Asia and North America. There will be increased investment in lifestyle and boutique hotels, driven by travellers seeking curated, experience-focused stays with higher expectations. Growth in regional and secondary markets as visitors explore beyond traditional tourist hubs will be a key theme, as well as a stronger focus on wellappointed accommodation inventory across all market segments. Continued on pg. 16

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industryleaders Rua Moana, Furnz Group

We design with a timeless foundation in mind, then layer in trend-driven elements like colour, texture, and lighting that can be updated easily as styles evolve. It’s about creating spaces that feel fresh and relevant now but are built to last.

Continued from pg. 15 As the New Zealand market is smaller and more boutique than its neighbours, Armstrong said it was deeply integrated with nature compared to nearby markets like Australia and Asia. Its geographic isolation and strong environmental values have created a unique appeal, focusing on natural settings such as Queenstown and cultural connections in places like Rotorua. He said that many of New Zealand’s hotels are beautifully situated in stunning landscapes, offering guests truly memorable location-driven experiences. Armstrong said workforce development and talent retention needed more attention in the interest of industry growth. “The industry is still recovering from COVID’s impact on staffing, and the industry is still grappling with a shortage of skilled workers. Guest experience also deserves further investment, especially in regional and smaller properties that lack the resources of larger chains, this is where white-label operators could add real value,” he said. “Also, well-planned and regularly programmed refurbishments are key. It’s not just about showcasing an operator’s brand, but also representing "NZ Inc" to ensure our hotels deliver a consistent standard and strong return rate.” Armstrong added that by collaborating with Furnz Group, hotels can stay up to date with fastpaced interior trends. “We understand how to strike the right balance between style, budget, and practicality. We design with a timeless foundation in mind, then

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layer in trend-driven elements like colour, texture, and lighting that can be updated easily as styles evolve. It’s about creating spaces that feel fresh and relevant now but are built to last.” Trends do move quickly, especially in hospitality, but that doesn’t mean interiors need a complete overhaul every few years. With the right design approach, hotels can stay current without constant disruption or major refurbishment. “We also stay across product availability and lead times, so the design vision stays grounded in what’s actually achievable.” Procurement is on the path to being increasingly sustainabilityfocused according to Armstrong, who outlined that products are required to meet cost, quality and environmental standards. Speed and flexibility will be essential as unpredictable lead times demand strategies that allow substitutions, agile logistics, and alternative sourcing models. “A more collaborative approach is also key. At Furnz Group, we’re happy to support whichever design team is leading, but encourage early procurement involvement to align budgets and ensure selections are fit for purpose, especially in Pacific Island environments. Early collaboration helps us identify finishes that balance the design vision with durability, allowing for meaningful value engineering and full use of our manufacturing network.”

Rua Moana, Furnz Group

Horizon by Sky City, Furnz Group

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Accommodation with Meaning Founder and Managing Director of Capstone Hotel Management, Clare Davies, said she was inspired by the development and reinvestment into hotel products, particularly regarding cultural and Māori tourism.

S Clare Davies Founder & Managing Director Capstone Hotel Management

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he said it finally felt like the industry was in a position to support the delivery of meaningful experiences that connect guests to the stories of the land, people, and region in an authentic way. “The industry is embracing this cultural richness in ways that benefit both visitors and local communities. We’re just scratching the surface of what’s possible in this space, and that’s very exciting,” said Davies. The New Zealand hotel market has found itself in a rebuilding mode and is experiencing growth after what has been an incredibly challenging few years. Davies said there is a renewed sense of confidence from investors, with both domestic and international demand looking strong. There is an expectation that this summer will surpass pre-COVID numbers, which is a big milestone. Regional areas are seeing real traction again, and the main centres of Auckland, Wellington and Christchurch stand to benefit from the return of events and corporate travel, especially from 2026 onwards. Davies anticipates the steady growth to continue over the next

18 to 24 months. With international routes reopening and airline capacity increasing, this positive momentum should keep building. “We’ll likely see more boutique and lifestyle properties emerge, especially ones targeting specific guest segments and experiences. The industry will keep leaning into technology and automation, not just to address staffing challenges, but to enhance the guest experience as guest expectations continue to evolve.” She added that New Zealand’s hotel market definitely has a unique advantage. “It’s heavily seasonal, which comes with its own set of challenges and opportunities, and our geographic isolation impacts accessibility compared to our neighbours. That said, we benefit from a strong domestic travel culture and growing interest in cultural and nature-based tourism, which gives us a distinctive edge.” Unlike Australia or Southeast Asia with their major urban centres, New Zealand’s hotel development is more regionally dispersed and experienceled, featuring a higher proportion of

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The industry is embracing this cultural richness in ways that benefit both visitors and local communities. We’re just scratching the surface of what’s possible in this space, and that’s very exciting, independently owned and branded hotels that showcase its distinctive landscape and culture. Without a doubt, Davies believes that workforce development requires industry-wide focused attention. She said there was a need to seriously rethink about how the industry can attract and retain talent in hospitality and hotels. This has meant offering compelling career development, flexible working options, and creating workplace cultures that people genuinely want to be a part of. “We urgently need stronger

connections between training providers and employers to make sure new entrants come into the industry with the right skills and stay for rewarding, long-term careers. The sustainability of our industry depends on solving this people challenge.” In regard to offering white-label products, there has been a clear shift in what guests expect, they want more personalised experiences, sustainable choices, and seamless technology integration. For Capstone, operating under a white-label model has provided the

flexibility to customise each property to reflect its local market and story, without being tied to a one-size-fitsall brand and rigid brand standards. “Property owners increasingly value this flexibility, especially as guest profiles become more diverse and preferences continue to shift. Our approach allows properties to be responsive to changing market demands while maintaining their unique identity.” Davies added that procurement was rapidly evolving toward a more strategic and sustainability-led model. She said the industry will see increasingly sophisticated centralised systems balanced with stronger relationships with ethical and local suppliers. “Guests are genuinely interested in where products come from and how their choices align with their values, so procurement is no longer just about cost; it’s about brand alignment and delivering on guest expectations in meaningful, authentic ways.” l

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RevenYou: Elevating Accommodation Operato THROUGH STRATEGIC REVENUE AND MARKETING SOLUTIONS

ors

RevenYou is a dynamic revenue, distribution, sales, and marketing business established to empower small to medium accommodation operators with the tools and strategies they need to thrive in today’s competitive environment.

y applying their extensive industry expertise, they work collaboratively with businesses to ensure there are strong foundations in place to optimise their revenue streams to achieve their desired operational and financial outcomes. Founded on the principle that success in hospitality requires more than just exceptional service, they focus on the commercial elements that underpin profitable businesses. With no two businesses alike, RevenYou delivers tailored solutions encompassing revenue management, online distribution optimisation, direct booking strategies, and targeted sales planning and marketing, ensuring their clients can enhance their financial performance while maintaining their unique hospitality offerings. At the heart of RevenYou’s philosophy is a commitment to hands-on collaboration. Their team works closely with accommodation providers, offering actionable guidance that leads to measurable improvements. Whether conducting a thorough distribution audit,

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refining pricing strategies, or mentoring hospitality professionals through its signature Rev Masterclasses, RevenYou ensures every client benefits from a tailored approach that aligns with their business goals. Founded in 2015 by industry expert, Tamie Matthews, whose wealth of experience and deep understanding of hospitality revenue strategies has positioned RevenYou as a trusted partner. With a resultsdriven mindset and a passion for helping independent operators succeed, Tamie and her team offer practical solutions that cut through industry jargon and provide realworld impact. RevenYou’s team of specialists bring expertise in the areas of revenue and distribution, prospecting strategies, and sales conversions, marketing, and website development. “We do more than give advice, we ensure that we leave behind something of value for all our clients. We endeavour to make long lasting, profitable change through

unique solutions that we teach you to maintain.” – Tamie Matthews, Founder & CEO RevenYou also provides an extensive range of educational resources, including newsletters, industry reports, and personalised training sessions. These initiatives help accommodation providers stay informed about evolving trends, technological advancements, and shifts in consumer behaviour that influence the industry. By equipping businesses with the latest market insights, RevenYou ensures its clients can make data-driven decisions that enhance their competitiveness. Technology integration is another pillar of their service offer. Understanding that digital tools play a crucial role in hospitality success, RevenYou help businesses navigate

industryleaders

We do more than give advice, we ensure that we leave behind something of value for all our clients. We endeavour to make long lasting, profitable change through unique solutions that we teach you to maintain.

the complexities of online bookings, channel management, and pricing software. By streamlining operations and improving efficiency, RevenYou enables clients to focus on delivering exceptional guest experiences while ensuring optimal profitability. With a strong presence across Australia, New Zealand, and the Pacific region, RevenYou has established itself as a leading service provider for accommodation operators. Their recognition at the annual SiteMinder Partner Excellence and Performance Awards 2024

in the hotel-nominated category, Hotelier’s Choice Partner of the Year, is testament to their commitment to deliver exceptional service to each of their clients and the positive impact of their tailored approach. RevenYou established an office in New Zealand in 2023 with the appointment of Sharlene Boniface: providing the industry with a local contact after working remotely with their clients for several years. After five years as General Manager of the Airport Palms Motel, and more than 20 years working in small businesses,

Sharlene brings with her vast industry knowledge and business expertise. RevenYou is more than a consultancy – they are a strategic partner committed to empowering accommodation businesses with the knowledge, insights, and tools they need to flourish. By combining their expert advice with real-world application, RevenYou continues to be a driving force in elevating independent accommodation businesses, ensuring they not only survive but succeed in an everchanging market. l

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G I V E

GYOU

M A K E I T M O R E S I M P L E M A K E I T M O R E P R O F I T A B L E M A K E I T R E V E N Y O U A D V I C E

REVENUE I SALES & MARKETING I TECHNOLOGY I MENTORING

E: SHARLENE@REVENYOU.COM.AU I T: +64 27 270 5337 I W: REVENYOU.COM.AU

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Inside CTRL Space's Design Ethos CTRL Space is a multi-award-winning TransTasman interior architecture studio with offices in Auckland and Brisbane.

Chris Stevens Founder and Principal CTRL Space

TRL Space specialise in designing spaces that perform, commercially, operationally, and experientially, and are the team behind the strategy, planning, design, and delivery of interior environments for some of Australasia’s most prestigious hospitality venues, hotels, and workplaces. Founded in 2009 by industry leader Chris Stevens, CTRL Space has delivered hundreds of strategic, design-led projects across hotels, restaurants, bars, F&B precincts, and work environments. Its approach is human-centric and insight-driven, grounded in a deep understanding of guest needs, brand identity, and the practical realities of operating in a dynamic industry. CTRL Space design with purpose. Every project begins with a deep dive into the client’s brief, objectives, and audience. From there, CTRL Space designers take a masterplanning mindset to spatial design, ensuring every part of the layout supports the offer, flow, and financial model. Whether it’s designing a lobby, a suite or a rooftop bar, CTRL Space think about how it works across the full lifecycle, from day to night, guest to staff, front-of-house to back.

The team brings deep hospitality insight to every project and understands how design decisions impact service, perception, and profitability. That’s why operators, developers, and investors continue to work with CTRL Space across multiple properties. Future-proofing is central to CTRL Space’s work. The team favour flexible layouts, layered materiality, and design choices that allow spaces to evolve with shifting guest expectations and business needs. Its designs aren’t driven by trends, instead they’re tailored to the context and grounded in commercial thinking. Recent projects include boutique accommodation, branded dining precincts, and high-end refurbishments that reimagine existing buildings for new uses. Across all projects, CTRL Space is focused on creating value through smart, original design that makes sense for both the guest and the business behind it.

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Image Credit: Marsden Hotel Group

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Beyond the Booking With over two decades of international hospitality experience, Steve Woods is a seasoned hotel marketing leader who has held senior roles across New Zealand, Australia, the UK, Hong Kong, Vietnam, Indonesia, and Hawaii. He is currently serving as Group Director of Marketing for Marsden Hotel Group.

oods has overseen branding, digital strategy, and commercial performance for a diverse portfolio of 16 hotels and resorts across New Zealand. His career includes senior leadership positions with some of the world’s most recognised hospitality brands, including Langham, Castle Resorts, Vinpearl Luxury Hotels & Resorts, Swiss-Belhotel International, and Gleneagles in Scotland. In New Zealand, Woods has been part of the successful journeys of Sudima Hotels, Jet Park Hotels and Millennium Hotels. Throughout his career, Woods has developed a strong passion for e-commerce and digital transformation within the hotel sector, from driving direct bookings through smarter website strategies to leveraging CRM, paid media, and data analytics to deliver stronger ROI. He’s a firm believer that the future of hospitality lies in the seamless integration of tech, marketing, and guest experience, and he continues to push for innovation that delivers commercial impact. Woods is particularly interested in the evolution of AI and how this will impact the travel and

hospitality industry. The most inspiring area of growth for Woods is the rise of “work from anywhere” travel. More people are blending business with leisure, choosing to stay longer in destinations that allow them to work remotely while enjoying a change of scenery. At Marsden Hotel Group, its apartment-style properties are perfectly suited for this trend, offering spacious layouts, kitchen and laundry facilities, and the comfort of home, paired with hotel-level service. “We’ve seen guests staying midweek in places like Marsden Lake Resort in Central Otago or Marsden Viaduct in Auckland City Centre, using them as their base to work during the day and explore in the evenings. It’s a shift that opens up new opportunities for regional tourism,” he said. Woods added that the market was recovering well, but it is a mixed picture. Demand has returned across most regions, but costs have increased, and there’s still a shortage of skilled staff. Marsden Hotel Group navigated this by focusing on highperforming locations, strengthening Continued on pg. 28

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industryleaders Continued from pg. 27 its direct channels, and investing in team development. There’s solid momentum, but smart management is key. He expected the industry to see further differentiation across segments, with growth in lifestyle, regional, and experience-driven properties. For Marsden, the company has actively expanded into destinations that offer something unique, like the new Marsden Stay Rotorua property, and reinforced its presence in places like Wellington, Christchurch, and Queenstown. He said domestic travel will remain strong, but international business will steadily increase as airlift and events return. Woods said New Zealand's hotel scene is more boutique in feel. “We don’t rely on mega-resorts or mass tourism. At Marsden Hotel Group, we lean into that by creating unique experiences that reflect the local character of each destination, from the vineyards of Cromwell to the wild coastlines near Castaways,” he said. “Compared to neighbouring

markets, there’s a greater focus here on storytelling, nature, and genuine hospitality.” In his opinion, talent and training were areas the industry needed to show more attention to. The staffing crisis post-COVID has shown the industry how fragile human capital can be. At Marsden, Woods said the company has invested in more upskilling, internal development, and culture-building because people are central to delivering great guest experiences. Industrywide, Woods said there needed to be more collaboration to make hospitality an attractive long-term career path again. White-label management has become all about flexibility, according to Woods. Guests want a connection to a place, but also the quality assurance of professional management. “At Marsden Hotel Group, we’ve adapted our model to give property owners a tailored approach, letting each hotel reflect its region, while benefiting from our group systems, marketing, and operational expertise. It’s about personalisation at scale.” He added that procurement will likely become more tech-driven

Steve Woods Group Director of Marketing Marsden Hotel Group and values-led. Marsden Group has explored digital platforms that offer greater transparency, smarter inventory control, and access to sustainable and locally sourced products. “It’s not just about cost, it’s about aligning with what guests care about and reducing risk across the supply chain. The future will reward operators who think both globally and locally.” l

Image Credit: Marsden Hotel Group

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Image Credit: Marsden Hotel Group

17–18 September 2025 | ICC Sydney

Australia’s Largest Hotel & Accommodation Industry Event Technology | Commerce | Design | Experience

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industryleaders

Redefining Team Staffing HOUSEKEEPING SOLUTIONS IN NEW ZEALAND As New Zealand’s hospitality sector evolves, the way hotels approach workforce flexibility also needs evolvement. Seasonal demand fluctuations, unexpected staff shortages, and growing pressure to maintain high service standards mean traditional staffing solutions are no longer enough.

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his is where ahs hospitality steps in as New Zealand’s only staffing provider dedicated exclusively to professional housekeeping. Known as "team staffing" in New Zealand, labour hire in the hotel industry has traditionally been a broad approach, with temporary workers placed across various roles, from cafés to front desks. We are redefining this model by offering a purpose-built solution:

a trained housekeeping workforce that consistently delivers quality, efficiency, and reliability. Specialisation That Drives Results ahs hospitality focuses on one core specialty and excels in hotel housekeeping. Our team members undergo rigorous training to meet brand standards and productivity benchmarks, ensuring every guest enjoys a consistent, high-quality experience.

This 30-year legacy of specialised expertise translates directly into value for our partner hotels. “With ahs hospitality, hotels aren’t just filling shifts; they’re engaging skilled professionals who understand room readiness, guest expectations, and the operational efficiency needed during peak periods,” said Tim, New Zealand General Manager at ahs hospitality. “Our housekeepers are qualified, well-trained, and ready to contribute from the moment they step on site.”

A Flexible and Cost-Effective Model Built for the New Zealand Market Our approach is specifically designed to support the unique seasonal demands of New Zealand’s hospitality industry,” said Tim. Peak periods from January to March can push occupancy rates above 90%, while the quieter winter months often place pressure on operational costs. ahs hospitality’s team staffing model provides a flexible solution that adjusts to these fluctuations.

Rethinking Outsourcing in a Traditionally In-House Market Despite the clear advantages, the New Zealand market remains largely in-house, with a significant portion of hotels managing their own housekeeping teams. This presents both a major opportunity and an ongoing challenge. The current model places the full burden of resourcing, training, and overheads on hotels, even during periods of low demand. ahs hospitality offers a smarter path forward. By partnering with us, hotels gain the flexibility to scale staffing without incurring fixed costs, access a trained workforce when

With a large pool of trained staff across New Zealand, we are able to scale quickly to meet changing needs. Whether a hotel requires last-minute coverage for unexpected absences or a structured staffing plan for the busy season, our team is equipped to respond with both productivity and professionalism.

needed, and enhance operational performance without compromising the guest experience. It’s not just about outsourcing, it’s about optimising. Looking Ahead With growing interest across New Zealand, ahs hospitality is poised to reshape how New Zealand hotels think about team staffing. Our mission remains clear: to deliver excellence in housekeeping through a model that is responsive, reliable, and rooted in industry expertise. To learn more, visit www.ahshospitality.co.nz.

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Image Credit: Commercial Supplies Limited

Shift Towards Locally Made According to Russell Barnes, Founder and Owner of Commercial Supplies Limited, crisp white bedding topped off with an accent throw and cushions is a tried-and-true trend for a clean, modern look that will never go out of style.

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arnes, who started the company 22 years ago, said comfort should be the number one priority for accommodation. There has been a noticeable, growing trend for providers purchasing mattress toppers, which has made beds warmer, more luxurious and feel more comfortable for guests. He added that entry level properties tend to use polyester toppers while top-end lodges are opting for goose. There has also been a rise in customers asking for a Pillow Menu. “This is easy when we have everything from Latex Pillows to good ol’ Made in NZ Polyester Pillows, to put on the menu.” Sustainability has been at the forefront recently. Many of

Commercial Supplies’ products are carbon neutral and Okeo Tex certified. Along with a range of products which are made from fully natural fibres and are packaged in fabric. “He said fabric packaging has meant it can be reused for other purposes rather than taking hundreds of years to break down in landfill,” he said. “We are also super proud to recycle in house and in 22 years since I started the company, we have never purchased a carboard box, we recycle them all.” In order to offer guests a luxurious in-room experience, Barnes believed it was important to go that extra mile, test everything in the room that works and isn’t broken after every guest leaves. He said services like

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Sustainability has been at the forefront recently. Many of Commercial Supplies’ products are carbon neutral and Okeo Tex certified. Along with a range of products which are made from fully natural fibres and are packaged in fabric.

Russell Barnes Founder and Owner Commercial Supplies Limited

a pillow menu were other ways to show a duty of care. “Make sure the room is warm and there is an extra, clean blanket in the cupboard, or an extra bath towel in the bathroom. Guests tend to shower and bath more when they are on holiday,” said Barnes. “If you really want to impress, pop a couple of robes in the wardrobe with your property’s brand embroidered on them, and make sure there are plenty of coat hangers in your wardrobe. Guests and business clients often have events to attend, and there is nothing worse than unpacking a flash shirt or dress with nothing to hang it on.” The industry shift of catering to guest demands for health and wellness has seen a surge in properties wanting all natural options for bedding. Barnes shared this has been products such as the Drylife Tencel Duvet Inners and Pillows made from Eucalyptus tree fibres. “Funnily enough, I was looking at some sales figures the other day

Image Credit: Commercial Supplies Limited

and our Yoga Towel and Massage Towel sales have really increased over the past year, possibly properties are adding these as an extra offering, perhaps a massage room or Yoga deck.” Commercial Supplies recently completed a large refurbishment for a customer in the South Island, where a large building was refitted and turned into an Airbnb with 16 rooms in the view to sell the business on. With the use of such products as Sealy Commercial beds, Waterproof Mattress Protectors (that have no rustle noise), Actil Commercial Sheets (very thick and crispy sheeting that only improves over time), Actil Commercial Super Deluxe 5 star Towels, Boxed End White Blankets for the top of bed, Commercial 600gm Microfibre Pillows and patterned cushions and throws, Barnes said the owner has been able to achieve all five-star Google reviews since he opened. With New Zealand still in a recession, Barnes predicted the focus will be on top quality products at a reasonable cost. “I think that accommodation businesses need to adapt and think outside the box, like ‘can I make my accommodation pet friendly?’,” he said. Finding pet care while guests are on holiday can be expensive, and many guests don’t want to leave their pets with a stranger. Barnes said small offerings like this can mean the difference between a customer booking one business or the next. “I also think there will be a shift back to New Zealand-made products, which we saw over COVID. Whilst our imported product is great, I get a buzz every time a property buys a New Zealand-made wool Blanket, Pillow or Duvet Inner. We need to support local.” l

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20minswith Image credit: Trilogy Hotels

Delivering Future Excellence For Trilogy Hotels CEO Scott Boyes, the most inspiring growth area is the rapid adoption of the independent (third-party/white label) management model in Australia and New Zealand.

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industryleaders

Demand remains strong, especially in key urban and leisure destinations, and there’s a healthy appetite for innovation and growth. There is a significant push to grow off-peak visitation and reduce the sector’s reliance on peak spring and autumn months through marketing efforts and promoting major events, meetings and conferences.

ong established in the United States and Europe, this model has gained real traction within the local markets, and have empowered owners with more choice, flexibility and superior results. The ability of the platform to deliver operational excellence, drive profitability, and tailor solutions to individual hotel needs has transformed the industry, according to Boyes, who said it was good to see owners, teams, and guests benefiting from a model that aligns their interests and delivers tangible results. Trilogy Hotels has expected independent management to continue over the coming years, with more owners seeking specialised operators to drive performance. Technology will also play a bigger role in the company’s future, delivering efficiency and enhancing guest experiences. Boyes added that there has been increasing sophistication among investors, with hotels continuing to be an attractive asset class. He said the market will become more competitive, but those who can deliver operational excellence and adapt quickly will thrive. Boyes described the local hotel market as being in a period of dynamic evolution. “We’re seeing a maturing of investor expectations and a greater willingness to embrace new operating models. Post-pandemic, there’s a renewed focus on operational efficiency, guest experience, and maximising returns,” he said. “Demand remains strong, especially in key urban and leisure

destinations, and there’s a healthy appetite for innovation and growth. There is a significant push to grow off-peak visitation and reduce the sector’s reliance on peak spring and autumn months through marketing efforts and promoting major events, meetings and conferences.” He believed that talent development and operational capability need more focus across the industry. The pandemic highlighted a thinning out of operational expertise across all levels, and investing in people through training, development, and building strong leadership teams is essential for sustainable growth. Additionally, the industry must continue embracing technology for efficiency, enhancing the guest experience, and empowering teams. Boyes said Australia and New Zealand share many market fundamentals, from mature tourism economies, strong brand presence, to a history of traditional management models. He said both markets have now seen a shift toward choice and flexibility in hotel management models. “Both countries have an appetite for innovation and operational excellence, and we see significant opportunities for cross-market learning and collaboration.” In order to stay up-to-date with the latest interior fitout trends, Trilogy Hotels has partners in design and project delivery. Boyes said staying current has required a blend of agility and strategic investment, and that hotels should partner with designers and suppliers who understand both

global trends and local preferences. He added that leveraging data and guest feedback will help to ensure design updates are aesthetic, functional, and aligned with guest expectations. Flexibility in procurement and a willingness to refresh spaces regularly were his keys to staying ahead. In the future, procurement will become increasingly data-driven, according to Boyes. He said that technology platforms will enable smarter, more transparent purchasing decisions, allowing hotels to benchmark costs and source more sustainably. He said there will be a greater focus on local sourcing and partnerships supporting operational efficiency and community engagement. “Ultimately, procurement will be seen as a strategic lever for profitability and guest satisfaction.” l

Scott Boyes CEO Trilogy Hotels

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tourism

All Eyes on Auckland As New Zealand’s biggest city, Auckland is instrumental to the country’s national tourism. Being the main gateway for all international travellers, Auckland has become a major hub for business and hospitality, and is one of the most culturally diverse places in the world.

owever, despite the substantial investment and solid growth of the city’s transport system and public areas, there are still more hurdles to overcome in order to attract key tourist demographics. Viv Beck, CEO of Heart of the City, said 2024 was challenging economically. A relatively buoyant March quarter, with the highest international visitor spend since 2016 in February, was followed by tough June and September quarters. “The simple reality is that we need more people here, and our work is geared towards attracting people to come and giving them reasons to stay longer,” she said. Beck said there was optimism looking ahead. Both the New Zealand International Convention Centre and the City Rail Link will be game changers when they are opened according to Beck, and that other developments underway

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or planned will collectively illustrate confidence in the longer term. Beck added that with new hotel openings in 2025, and international visitor arrivals projected to increase due to global demand from key markets like China, there was also high interest in Auckland as a domestic leisure destination as discretionary income grows on the back of lower interest rates. Data from Tātaki Auckland Unlimited suggested that a possible 3.6 million visitors could touch down in New Zealand by the year ending August 2028, with Auckland receiving the largest share. This projection indicated a recovery trend in visitor arrivals compared with the 2022 baseline. Work to improve the city centre as a safe space for locals and visitors at all hours has also been successful. Safety concerns have noticeably eased, with overall crime reducing, helped by more police on the beat and a significant local effort. There

was also confirmation that a centrally located city centre police station would be operational this year. With Auckland’s population forecast to hit two million within the next decade, the city centre is a natural prospect for growth. Beck added that a vibrant, 24/7 international city that is loved by locals and visitors was within reach. In 2026, TRENZ is expected to bring a range of business leaders and tourism operators to Auckland. Rebecca Ingram, CEO of Tourism Industry Aotearoa, said after 10 years, it was Auckland’s time to shine. “Being hosted at the New Zealand International Convention Centre (NZICC) means there is enormous

Our accommodation offering is vast and varied, and new and exciting experiences showcase Auckland’s quest for innovation and commitment to driving sustainability.

scope for TRENZ 2026 to be the best yet,” said Ingram. Following the conclusion of this year’s event, TIA will start to really explore all the opportunities that Auckland has to offer. Ingram said that feedback from TRENZ 2025 in Rotorua has been overwhelmingly positive. “Benchmarking on last year’s event, we know that 14 percent of tourism businesses expected to generate bookings over NZD 1 million in turnover by attending.” “We can’t wait to showcase New Zealand’s largest and most diverse destination. TRENZ 2026 delegates will experience a genuinely revitalised Tamaki Makaurau

Auckland,” said Annie Dundas, Director Destination at Tātaki Auckland Unlimited. “Our accommodation offering is vast and varied, and new and exciting experiences showcase Auckland’s quest for innovation and commitment to driving sustainability. This includes the highly anticipated City Rail Link connecting the city’s vibrant neighbourhoods, and the beautiful NZICC, the country’s largest purposebuilt convention centre.” Dundas said there is a fresh energy pulsing through the region, and Auckland Unlimited was ready to embrace TRENZ and share with its travel partners what makes Auckland’s offering special. l

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europespotlight

Euro Stars THE AREAS DOMINATING EUROPE’S HOTEL GROWTH The hospitality sector has been the cornerstone of Europe’s economy for decades, offering travellers luscious ocean vistas, some of the finest cuisine in the world, and urban centres and major cities full of excitement.

efore COVID-19, hospitality was on a steady growth trajectory in Europe, largely due to widespread cultures, rich history and highly-desired lifestyle offerings. Since the pandemic, some markets have been quick to recover, and in some cases, exceeding pre-pandemic levels. This has fueled Europe as an ideal destination, not only for travellers but also for investors. Results from CBRE’s European Hotel Investor Intentions Survey 2025 have highlighted how some of the market’s key decision makers will proceed in the future, and approximately how much the market will grow in the coming years.

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London has remained the top investment destination, with Madrid and Rome following in second and third. This has been viewed as a reflection of the growing interest in Italy’s hospitality sector and the effect of the influx of new international-class hotels. Cities with less attention, namely Brussels, Athens, Berlin and Copenhagen, were ranked as having the least investment. Over 90 percent of investors intend to maintain or increase their hotel investments according to the data, which has reflected continued confidence in the sector. Continued on pg. 36

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europespotlight

Continued from pg. 34

eal estate funds, developers and owner-operators have shown increased interest in hotels, attracted by optimistic return prospects and outperformance against other asset classes. This has highlighted a stronger focus on valueadd strategies. Investors have shown a balanced preference for independent hotels and global brands, which has created more diverse offerings for travellers. Vacant possession has remained as the preferred acquisition structure, while Hotel Management Agreements have gained attention. Upper-scale and luxury brands have remained as the top investment priorities, driven by strong post-pandemic performance and sustained demand from travellers willing to spend. Limitedservice and budget brand options have also surged in popularity, largely due to budget affordability

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and their lean cost structures. Across the greater European hotel market, more than EUR €10.95 billion was transacted through 137 deals in 2024 alone. This has underscored an undeniable reality that highend investments have continued to flourish, even amid shifting market dynamics. In 2024, more than 23,500 new hotel rooms were signed at a price of EUR €465,000 per key. By far, the largest hotel transaction last year was the Park Hyatt Zurich, Switzerland, which was estimated to be between EUR € 300 to 400 million. Other notable transactions included the Pullman Paris Tour Eiffel, Rosewood Hotel Bauer in Venice, The Shelbourne Hotel in Dublin, and the Hilton Opera Saint Lazare in Paris. Switzerland commanded the highest average transaction size and also the highest price per key among the European countries. This is largely attributed to the fact that only five-star properties changed

hands in Switzerland, resulting in a markedly higher average compared to other markets. Paris and London have emerged as the two most dominant cities in hotel transactions, each accounting for more than 10 percent of the total European hotel transaction volume. Paris, with EUR €1.38 billion in transactions, led the market, while London followed closely with EUR €1.27 billion. Their combined share of over 24 percent of the total EUR €10.95 billion volume underscored their status as the primary hubs for hotel investments. The high transaction values in these cities reflect strong investor confidence, a robust tourism sector, and an enduring demand for prime hospitality assets in both leisure and business segments. Heading into the future, the next few years will add-on from the growing investment across Europe, and will adapt to shifting traveller trends to balance development across the entire continent. l

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FOOD & BEVERAGE BUSINESS Cologne 04.–08.10.2025 anuga.com Messe Reps. & Travel Mr. Robert Laing Phone: + 64 9 212 6200 robert@messereps.co.nz

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europespotlight

Luxury in Coastal Greece IHG Hotels & Resorts has expanded its portfolio on the luxurious island of Crete, Greece, with the signings of The Chania Hotel Crete, Vignette Collection and Kimpton La Mer Crete. Both properties, owned by Gelasakis Group, mark brand debuts in the country and are expected to open in 2025 and 2026 respectively.

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he latest additions will see three IHG brands represented on the island of Crete, following in the footsteps of InterContinental Crete which opened in 2024. Nestled in the Chania city centre, close to the port and market, The Chania Hotel Crete, Vignette Collection will deliver one-of-akind and memorable experiences alongside a commitment to more responsible travel. Featuring 39 guestrooms, several food and beverage options, including a rooftop bar and an a la carte

restaurant, guests will also enjoy the use of a wellness centre, complete with a rooftop heated plunge pool. Located on the beachfront halfway between picturesque Chania and historic Rethymno, Kimpton La Mer Crete is set to deliver a world-class luxury beach resort experience. Only 20-minutes from Chania Airport, the hotel will feature 76 guestrooms, two distinctive restaurant offerings and a state-of-the-art spa centre, featuring a seaside indoor pool. Guests will also have direct access to the scenic Georgioupolis beach, overlooking the Gulf of Chania.

“We are delighted to debut two of our luxury and lifestyle brands in Greece alongside our new partners at Gelasakis Group,” said Willemijn Geels, Vice President, Development, Europe, IHG Hotels & Resorts. “Chania is emerging as one of the most sought-after Greek destinations for high end travellers and the addition of Vignette Collection and Kimpton to our existing InterContinental properties and pipeline Six Senses Megalonisos in Greece, will further cement our luxury and lifestyle portfolio in the country.” Geels said that the luxury and lifestyle portfolio has grown significantly in recent years, now totalling over 900 open and pipeline hotels globally, all of which are underpinned by IHG’s powerful global enterprise systems. “Our continued growth is thanks to the increasing consumer appetite for our brands in key destinations and growing trust from our owners in our expertise and reputation. I look forward to visiting both properties and welcoming guests to this magnificent location.” Vignette Collection is IHG’s first collection brand and represents a curation of distinct hotels, demonstrating diversity and discovery. Vignette Collection combines each property’s individual identity with the brand’s promise of ‘A Means for Good’ and Memorable Rituals. Antonis Gelasakis, CEO of the Travel and Hospitality Division at Gelasakis Group, said that with its ancient ruins, blue skies, and never-ending coastline, Greece has continued to be a leading tourist destination in Europe, attracting

travellers from around the world. “Consequently, we are excited to be partnering with IHG Hotels & Resorts to bring two of their world-renowned brands to the country and provide guests with two different luxury and lifestyle offerings. We believe IHG’s existing in-market experience and global enterprise will be invaluable in helping to drive performance and deliver high returns across both properties,” said Gelasakis. Vignette Collection has achieved more than half of its 10-year target of 100 hotels opening or in the pipeline worldwide within a three-year period, currently with 20 hotels open worldwide, and a further 35 hotels in the pipeline. l

The luxury and lifestyle portfolio has grown significantly in recent years, now totalling over 900 open and pipeline hotels globally, all of which are underpinned by IHG’s powerful global enterprise systems.

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europespotlight

A Reflection of Dedication Four Seasons Hotel George V, Paris has become the first hotel in the world to host the largest number of Les Clefs d’Or concierges under one roof.

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his milestone has been made possible by the recent addition of two new Clefs d’Or members to the hotel's concierge team, Lea Marquet and Vincent Aumis, bringing the total number of concierges bearing this prestigious insignia to eleven. Following the recent accolades for team member Julie Benhaim as Best Young Clefs d’Or Concierge in the World and Young Concierge of the Year, this new achievement further highlights the exceptional professionalism of the hotel’s concierge team and their unwavering commitment to outstanding service. Thibaut Drege, General Manager of

Four Seasons Hotel George V, Paris, said achievements like these have been added confidence for the hotel’s team, and a reflection of its hard work and dedication to the sector. “We are especially proud to house the most awarded concierge desk in the world. This world-first not only reflects the unparalleled expertise of our concierges, but also embodies the culture of excellence that drives our entire property,” said Drege. “After seeing one of our young talents recognised as the Best Young Concierge in the World, and with our culinary and service teams reinforcing our position as the most Michelin-starred palace in Europe,

We are especially proud to house the most awarded concierge desk in the world. This world-first not only reflects the unparalleled expertise of our concierges, but also embodies the culture of excellence that drives our entire property, this latest recognition once again illustrates the extraordinary level of expertise that defines each of our professions. Through the passion, dedication, and excellence of our teams, the George V now represents one of the most accomplished expressions of sincere, generous, and heartfelt hospitality in the world.” In the world of luxury hotels, where every detail matters and the highest standards are the norm, the Clefs d’Or concierge is the ultimate symbol of precision and service. A true destination expert, with an intimate knowledge of the city, its events, best spots, and hidden gems, a Clefs d’Or concierge anticipates even the subtlest needs of a discerning

international clientele. Earning the famed crossed keys, a global symbol of excellence and trust, requires unmatched expertise, many years of experience, and an unwavering passion for the art of hospitality. “This historic achievement reflects the deep passion that drives my team of 16 men and women every day, 11 of whom now hold the Clefs d’Or. More than a third are between 25 and 30 years old, and I’m especially proud to see this bold, talented, and determined new generation of concierges rising,” Philippe Verdumo, Head Concierge, added. “For them, each guest interaction and each thoughtful gesture is a true expression of our shared

commitment to quality, precision, and generosity. Thanks to their energy and expert knowledge, our guests experience highly attentive, truly personalised service every day.” Founded in 1929, the international Les Clefs d’Or association brings together nearly 4,000 concierges in more than 80 countries and 530 cities worldwide, recognising elite concierges whose expertise, attention to detail, and ability to anticipate guest needs embody the essence of luxury service. Easily recognised by the iconic crossed gold keys worn on their lapels, this badge of honour is the result of years of experience, stringent references, and a rigorous evaluation. l

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New Era of Historical Charm Six Senses has signed hotel management agreements with Gruppo Statuto as part of a new chapter in its Italian story.

ix Senses Milan and Six Senses Lake Como will follow the debut opening of Six Senses Rome in 2023 in the restored Palazzo Salviati Cesi Mellini, and the announcement of the upcoming Six Senses Antognolla in Umbria. Six Senses Milan is situated in a prime location in the heart of the artistic Brera quarter, emblematic of authentic Milanese heritage and culture. Six Senses Lake Como will continue the legacy of the first hospitality destination opened on

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the shores of Lake Como in 1820 in Cadenabbia di Griante, an area rich in history, art, and nature, which over the years has drawn illustrious emperors, monarchs, writers and celebrities to its sparkling shores. “Italy moves you like nowhere else. In few places do art, architecture, gastronomy, and the joy of living intertwine so effortlessly. Six Senses Milan and Six Senses Lake Como both speak to a purpose,” said Neil Jacobs, CEO of Six Senses. “The first is intentionally sized and designed for attentive hospitality and holistic wellness within one of Europe’s most dynamic fashion capitals. The second is a serene escape within the most beautiful lakeside gardens just 90 minutes away.”

These two latest Italian signings have also established Gruppo Statuto as a leading Italian real estate group with a portfolio of international hotels, having acquired Six Senses London and Six Senses Ibiza in addition to Six Senses Rome. Giuseppe Statuto, Owner of Gruppo Statuto, said the company has further strengthened its collaboration with Six Senses to bring the brand to renowned destinations. “Following its success in Ibiza and Rome and its upcoming opening in London, Gruppo Statuto is delighted to announce two further historical buildings in iconic international addresses. The Gruppo Statuto Luxury Hotels portfolio is now a benchmark within the high-end hospitality segment, where Italy

europespotlight leads interests and investments, due to its history, culture, and lifestyle,” said Statuto. The galleries around Via Brera and masterpieces within the Pinacoteca Museum will offer a pause from Milan’s high-energy rhythms. Tucked away in this artist’s quarter, Six Senses Milan is therefore well positioned to take guests on a journey of discovery through craftsmanship and timeless style, from the arabescato marble to the antique brass detailing, handmade smoked glass, textured ceilings, and mosaic borders. Six Senses Milan will also showcase the brand’s deep commitment to sustainability, which flows from the materials and furnishings to the prominent space dedicated to the Earth Lab, tranquil internal courtyard, and speciality restaurant and deli featuring seasonal gastronomy. Of the 68 guest rooms, 15 are suites, and two feature plunge pools. No Six Senses is complete without a state-of-the-art spa to administer a range of high-tech, high-touch treatments, and the rooftop bar and sky pool also make a splash. A nearby retreat for the Milanese, an inspiration for romantics like

Wordsworth, Shelley, and Byron, and a holiday spot for Queen Victoria and Hollywood legends, Lake Como has long been a dreamy leisure destination with a storied past and glamorous present. Following a complete restoration of the Grand Hotel Cadenabbia on the lake’s western shores, Six Senses Lake Como will blend a resort lifestyle with the region’s rich heritage for a unique retreat amid picturesque gardens, where rare plants and rejuvenated guests will flourish on the lake’s shores. The number of guest rooms within the six-story property will be significantly reduced to accommodate 102 generously sized rooms and suites as well as more space dedicated to the spa and wellness area. The outdoor pool and sun deck will be complemented by a floating pool on the lake. Along with the speciality restaurant, the terrace bar and restaurant with quintessential lake views on the fourth floor will no doubt continue to inspire poetry, prose, and proposals. Six Senses Milan is set to open in late 2025, and Six Senses Lake Como in 2028. l

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MEET THE CHEF

Tuscany on a Plate La Colonna, the restaurant of Hotel Le Fontanelle, led by Chef Francesco Ferrettini, is a haven for traditional Italian cuisine using high-quality, local ingredients.

he dining room, overlooking the breathtaking Tuscan hills, is distinguished by an ancient column that gives the restaurant its name and enhances the ambience with its distinctive charm. It represents a seamless combination of historical significance, artistic elements, and natural beauty. Located in the picturesque region of Chianti Classico, La Colonna restaurant at Hotel Le Fontanelle is the cornerstone of the hotel's fivestar dining experience, which has been welcoming guests since its opening in 2006. It is a place where elegance and authenticity combine, bringing Italian cuisine to life through Chef

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Francesco Ferrettini's classical reinterpretation rooted in tradition. The restaurant's menu reflects the chef's philosophy, drawing inspiration from the footsteps of our ancestors and cultural heritage, where every dish tells a story of timeless flavours and authentic ingredients. The essence of Tuscany is captured in Chef Francesco Ferrettini’s culinary identity. Beginning as a line cook and progressing to head chef, his experiences at Marina di Pietrasanta and Belmond Castello di Casole have shaped his cooking into a blend of modernity, identity, technique, and passion. "Our culinary philosophy focuses on maintaining the tradition of

Francesco Ferrettini Chef La Colonna

Italian cuisine by offering a variety of regional dishes. Our approach is centred on sourcing the best raw ingredients, working hand-in-hand with our suppliers to select the best local products, while also embracing the exceptional offerings of our peninsula,” said Chef Ferrettini. “Additionally, each preparation is a ritual that respects Italian culinary traditions, retracing a history rich in aromas and gestures typical of home cooking, such as the texture of egg pasta sheets or the method of making coffee with a moka pot, a key component for Tiramisù.” La Colonna is noted for a menu that combines traditional Italian dishes with creative elements. Each dish represents a connection to the territory and its historic recipes. The new menu at La Colonna changes with the seasons and focuses on the quality and freshness of the ingredients. The summer 2025 menu showcases new culinary offerings meant to celebrate the true essence of traditional Italian cuisine with modern techniques and refined presentation. A key example is the risotto alla milanese, featuring Ticino Valley Carnaroli rice, San Miniato saffron, and 30-month aged Parmigiano Reggiano. With its balance and creaminess,

this dish embodies the perfect blend of traditional elements with a fresh touch. The garden at Hotel Le Fontanelle, situated centrally on the property, is an important component of the restaurant's cuisine. Here, numerous varieties of aromatic herbs are grown, ranging from the more common ones, such as thyme, dill, marjoram, and chives, to the more unusual types, such as red sorrel, lovage, and ice plant, all of which are used to enrich dishes with authentic and fresh flavours. The aromatic garden at Hotel Le Fontanelle is also a symbol of the commitment to sustainability, towards a cuisine that celebrates nature and the local terroir. More than a culinary destination, La Colonna offers a sensory journey through Italy’s authentic flavours, gestures, and representative landscapes that tell its true story. The restaurant, with its seasonal menu, aromatic garden, and vineyard views, embodies a return to our original culture. Under Chef Ferrettini's guidance, La Colonna restaurant reflects a deep connection to traditional culinary practices that honour the earth. It is a place where time slows down and cuisine becomes an expression of creativity and genuine Italian spirit. l

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Legacy in Luxury HOTEL EUROPE GROUP CHAMPIONS SARAJEVO’S SPIRIT Belmina Bajrović, CEO of Hotel Europe Group in Sarajevo, said it has been an honour to lead a company with a legacy dating back to the 1880s, which has continued to inspire everything it does today.

ajrović said that Hotel Europe Group was not only built on history, it also has strong family roots at the heart of the company. For the past 25 years, it has been operated as a family business, with the key priorities of instilling tradition, integrity and personal dedication. Hotel Europe Group has two properties in the centre of Sarajevo, the five-star Hotel Europe and the four-star Hotel Holiday. Both hotels offer distinct characteristics, but reflect the same commitment to quality and authentic hospitality. “Our family’s long-term leadership has allowed us to build strong relationships with guests, employees, and the Sarajevo community. We preserve the spirit of tradition while continuously adapting to modern expectations, combining historical charm with contemporary standards of comfort and service,” said Bajrović. “This legacy is more than history; it is our driving force. We carry it forward with pride, ensuring that

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every guest feels the warmth, care, and excellence that have defined Hotel Europe Group for generations.” Many defining moments have shaped the company’s identity since its inception. Hotel Europe has stood as a cultural and political landmark in Sarajevo. The hotel has hosted its share of illustrious guests, such as Hollywood stars Orson Wells and Yul Brynner, as well as key political figures like Josip Broz Tito and Jovanka Broz. Built in 1984 for the Winter Olympic Games, Hotel Holiday served as a base for IOC President Juan Antonio Samaranch, King Olav V of Norway, and King Carl XVI Gustaf of Sweden. Actors Kirk Douglas and Lee Marvin are also among its many well-known guests. Since Bajrović’s family took over, the company has worked passionately to preserve the history and character of both hotels while bringing them into a new era of modern hospitality. “We see our company not just as a business, but as a guardian of Sarajevo’s history and spirit,” added Bajrović. Designed by Karel Pařík, a renowned Czech architect who shaped much of Sarajevo’s AustroHungarian architecture, Hotel Europe has become a masterpiece of classical elegance. It has been carefully preserved in its historic design, including such key features as its grand staircase and ornate facade, while seamlessly integrating

modern five-star amenities. Its walls are adorned with original artworks by celebrated Bosnian artists like Mersad Berber, adding to its ambience and cultural identity. Bajrović said that the fusion of heritage architecture, curated Bosnian art, and refined service has created a uniquely immersive experience. “Guests are not only surrounded by comfort but also by the living stories of Sarajevo—its history, resilience, and creative spirit. This careful balance of tradition and innovation is what makes Hotel Continued on pg. 52

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Continued from pg. 50 Europe Group a leader in the region’s hospitality industry, and a true cultural ambassador of Bosnia and Herzegovina.” With nearly 600 rooms and 16 conference halls, balancing large-scale operations with personalised service is a core strength at hospitality Europe Group. Bajrović said the hotels have a distinct focus on efficiency and attention to detail at every level of operation. Staff have been trained to maintain a high standard of service across all areas, ensuring that even as the hotel caters to large events and groups, the experience remains individualised. Both hotels use advanced technology to ensure that everyone receives the attention they deserve,

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no matter the scale of the event or the number of guests. From dedicated concierge services to tailored event coordination, Hotel Europe and Hotel Holiday ensure that the personal experience is never compromised, even in a high-volume environment. Bajrović has viewed her role as not just overseeing operations, but as a key ambassador for Sarajevo as a premium travel and events destination. “By providing exceptional hospitality and crafting unforgettable experiences for our guests, we highlight the city's charm and potential as a destination,” said Bajrović. “I work closely with local tourism boards, event organisers, and international networks to showcase Sarajevo’s capabilities, whether it's

Guests are not only surrounded by comfort but also by the living stories of Sarajevo—its history, resilience, and creative spirit.

hosting world-class conferences, private events, or leisure stays.” She added that her role was to ensure that every guest leaves not only with fond memories of their stay, but with a desire to return to Sarajevo and share its treasures with others. Hotel Europe Group is proud of its commitment to sustainability and community engagement, with a particular focus on its environmental footprint through energy-efficient practices, waste reduction and a comprehensive recycling program. It has also supported local farmers and artisans by sourcing food and products from within the region, and has continued to work with local charities and businesses to strengthen the economy. Bajrović said that guest expectations have evolved

significantly in recent years, driven largely by technological advancements, increased awareness of sustainability and a growing desire for personalised experiences. She added that guests now expect more than just a place to stay, instead there is demand for unique, authentic experiences, seamless digital interactions and greater attention to their individual needs. Bajrović said that, ultimately, the company’s goal has been to stay ahead of these evolving expectations by combining cuttingedge technology with exceptional service, providing guests with both convenience and a memorable, personalised experience. In recent years, Hotel Europe Group has made significant strategic investments aimed at enhancing the overall experience around its properties. In 2021, the company opened the Austrian cinema Cineplexx, and in 2023, it expanded its Hotel Holiday property with the addition of a modern supermarket, offering convenience and highquality retail services to both guests and the local community. Looking forward, the company’s

strategic priorities include several developments, including Europe Square, a multi-million euro project covering 60,000m2 in front of Hotel Holiday. This expansive development will feature over 700 parking spaces and various commercial spaces for rent, up to 2,000m2, and will offer business premises and apartments, alongside a beautifully designed square with greenery, creating a vibrant new business hub in the city. “These investments, alongside our ongoing commitment to technology, sustainability, and exceptional service, will help us stay ahead of evolving guest expectations and solidify our position as a leading hospitality group in the region,” said Bajrović. "Throughout the years, we’ve had the honor of hosting an extraordinary number of international celebrities and public figures, including Angelina Jolie, Brad Pitt, Penélope Cruz, Javier Bardem, John Travolta, Jesse Eisenberg, John Turturro, Robert De Niro, Morgan Freeman, Mads Mikkelsen, John Cleese, Tim Roth, Bono Vox, Lee Marvin, Bruce Dickinson, Benicio Del Toro, Mickey Rourke, Kirk Douglas, Orlando Bloom, Daniel Craig, and Meg Ryan." l

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