Hoteliers’ Voice

I always enjoy getting out to properties like Whittlebury Park, discovering what they have to offer across an expansive multi amenity resort and how they package it up. This conversation with Bradley Spillman, Senior Digital Marketing Manager, gave me a real behind-the-scenes look at how they juggle three very different businesses under one roof.
In a tour of their impressive golf, spa, and conference facilities, we talk about their approach to digital marketing, the smart investments they're making in tech and data, and how they're getting to know their audiences better while chasing new ones like the family segment.
What We Explore
- Three Businesses, One Property: Creates seamless experiences for completely different crowds across golf, spa, and conferences
- Digital Marketing Smarts: The tools and strategies the team uses to boost visibility, understand guest needs, and target fresh markets without losing the core appeal.
- Guest-First Innovation: Why investing in data and tech is all about delivering what people really want and how that's opening doors to new demographics.
Bradley’s insights reminded me why places like Whittlebury thrive: it's not just about the amenities, it's about knowing your guests and evolving with them. If you're in hospitality and wondering how to blend tradition with tech, this conversation will give you plenty to think about and maybe even steal a few ideas.
Thanks for listening to Hoteliers Voice. If it sparked something, share with a colleague or drop me a note. More episodes coming soon where we learn from the best in the industry.
Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

I wrapped up my Madeira trip with a real highlight: touring the Santa Maria with Nicholas D'Souza, the General Manager who's been with PortoBay for 13 years and knows every inch of this place.
We chat as we wander the property, diving into how tech keeps things running smoothly behind the scenes while the team focuses on that genuine, family-feel hospitality PortoBay is famous for. Nicholas shares stories of return guests who feel like old friends, the clever systems that make operations effortless, and why Madeira's unique vibe keeps people coming back year after year.
Through out conversation, Nicholas talks about his career - traveling the world and the yearning to return back to the home island that he loves.
It's a relaxed, eye-opening stroll that shows why this hotel group stands out - and how to make a career in hospitality.
What We Discover
- The Return-Guest Secret: Nicholas explains how 60% of guests come back for the average nine-night stay – it's all about that personal touch and island charm.
- Tech That Frees the Team: From seamless check-ins to inventory systems, the tools that let staff spend more time hugging regulars and less on admin.
- Madeira's Magic Touch: Why the island's natural beauty and PortoBay's family vibe create experiences you can't replicate anywhere else.
- Santa Maria's secret spot: How the hotel creates energy and fuels 50% of the hotel as well as feeding its guests
Nicholas reminded me why I love these spots: great tech is essential, but it's the people and the place that make you never want to leave. If you're planning a Madeira getaway, Santa Maria should be top of your list.
Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

I’ve been loving this mini-series on PortoBay, and in this second part, I get to chat with two people who really bring the magic to life behind the scenes.
I sit down with Fiona Fontes, who’s been with PortoBay for 15 years and is now Marketing Coordinator (with a real passion for digital), and Alex Esneriaga, Resident Manager at Ilha Porto Mare, who’s grown up on Madeira and knows these resorts inside out. We dig into how their app and loyalty systems keep guests coming back, the tech that supports flawless service, and why nothing beats a genuine human recommendation when you’re on holiday.
What We Discover
- Digital Loyalty That Feels Personal: Fiona explains how the app and smart campaigns turn one-off visitors into regulars who feel part of the PortoBay family.
- Tech Freeing Up People: The systems that handle everything from keys to bookings so staff can focus on real connections and those little touches that make a stay unforgettable.
- Human Over Algorithm: Alex shares why guests still crave authentic local tips from someone who knows the island, not just an AI suggestion.
Spending time with Fiona and Alex reminded me why PortoBay feels so special: great tech is brilliant, but it’s the people using it who create memories that last. If you’re thinking about guest experience or loyalty strategies, there’s plenty here to borrow.
Hoteliers’ Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

How do we grow revenue, enhance experience and think about expansion when guest expectations are rising and operating pressure hasn’t eased?
In Part 2 of our New Forest Roundtable, recorded live at New Park Manor Hotel as part of the Hospitality Discussions UK Roundtable Roadshow, we move the conversation forward - shifting focus from cost and pressure to opportunity. Together with hotel leaders, operators and industry partners, we explore how hospitality businesses are rethinking revenue generation, guest relationships and long-term growth.
Featuring Sharon Cowley from Netaffinity (silver sponsor) Prem Jethwa-Odedra of Biteluxe (Bronze sponsor) and Scot Turner from Auden Hospitality (silver sponsor), Alessandra Leoni of Focus on Hospitality our Platinum sponsor and Paul Wells from Studio Moren (bronze sponsor).
This episode digs into the practical realities behind direct bookings, personalisation, technology, AI and physical space and how all of these choices shape not just guest experience, but staff experience and leadership confidence too.
What We Explore
- Revenue Beyond the Room: How hotels are reducing reliance on OTAs, using data and personas to drive direct bookings, and creating more meaningful upsell and experience-led revenue.
- Experience as a System, Not a Moment: Why guest experience starts long before arrival and extends beyond checkout - from digital journeys and pre-arrival communication to staff experience and leadership culture.
- Expansion, Design and the Role of AI: How hotels are thinking differently about growth - through better use of space, learning from other sectors, and using AI to remove friction without losing the human touch.
As we wrap up this second session, one thing becomes clear: experience is no longer just about the guest. It lives in systems, spaces, data, leadership decisions and how supported teams feel day to day. Growth doesn’t come from chasing every opportunity, but from making clearer choices about who we serve, how we serve them, and where we invest next.
Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

I was thrilled to get invited to Madeira by PortoBay Hotels after chatting with André at IHTF Europe about their early AI adventures, and this first part of our mini-series captures why this island group feels so special.
I catch up with André Dória, Head of Digital Empowerment, on the PortoBay story and Madeira's unique charm, then dive deep with Rui Alves, Head of IT, on the tech backbone powering everything from seamless reservations to smart guest experiences.
We cover how they're embedding AI thoughtfully, the roadmap ahead for even smarter operations, and why blending cutting-edge systems with island hospitality keeps guests coming back.
What We Explore
- PortoBay's Island Soul: André shares how Madeira's natural beauty and PortoBay's family vibe set them apart in a crowded market.
- Tech That Powers the Magic: Rui breaks down the IT infrastructure holding it all together, from cloud systems to data-driven decisions.
- AI's Smart Role: The careful ways they're using AI to enhance guest stays without losing that personal touch.
André and Rui make it clear: great hotels aren't just about beds and beaches; they're about tech that frees people to create real connections. Excited for Part 2 with Fiona and Alex.
Hoteliers’ Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.