Hoteliers’ Voice

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.

How do we run profitable hospitality businesses when costs keep rising, expectations keep shifting, and leadership can feel increasingly lonely?
This episode was recorded live at New Park Manor Hotel in the New Forest as part of the Hospitality Discussions UK Roundtable Roadshow. We’re joined by hotel leaders, operators and suppliers from across the industry for an open, honest conversation about the realities facing hospitality right now - and why talking about them together matters more than ever.
Featuring in this episode includes
Our host - Byron Fiddler, Hotel Manager at New Park Manor
Platinum sponsor - Alessandra Leoni, Focus on Hospitality
Silver sponsor - Scot Turner, Auden Hospitality
Silver sponsor - Prem Jethwa-Odedra, Biteluxe
Silver sponsor - Sharon Cowley, Netaffinity
Also, Shannon Rockey from Lime Wood Group, Tom Pyke of Balmer Lawn Hotel and Josie Clare from Stanwell House
The discussion brings together voices from across operations, technology, food and beverage, design and people leadership. What emerges isn’t a list of easy answers, but something far more valuable - shared perspective, practical insight, and reassurance that many of the pressures we’re feeling are widely shared.
What We Explore
- Cost Pressure Without Compromise: How rising costs are forcing hospitality leaders to rethink value, pricing and experience - not just efficiency.
- Technology Overload and Decision Fatigue: Why hotel tech has become increasingly complex, and how leaders are trying to make clearer, more confident choices.
- People, Culture and Leadership Loneliness: What it really feels like to lead in hospitality right now and why connection and peer conversation matter more than ever.
As we close, one message lands clearly: the challenges facing hospitality are shared - and so are the solutions. Whether we’re running independent hotels or larger groups, grappling with cost pressure, tech decisions or people leadership, there is real value in stepping out of isolation and into conversation.
This roundtable isn’t about having all the answers. It’s about asking better questions - together.
Hoteliers' Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

In this episode of Hotelier’s Voice, I’m in the heart of the New Forest at New Park Manor, part of the Luxury Family Hotels collection. As I walk through the grounds with hotel manager Byron Fiddler, I get a real sense of what it means to create a family-focused luxury experience - one where children, parents, and even dogs are part of the stay in equal measure.
Together, we explore the property inside and out: from the spa overlooking roaming deer to the den and cinema room, the family dining experience that adapts to fussy eaters, and the design choices that stand up to the joy (and chaos) of little guests. As Byron and I sit fireside, we dig into the realities behind the scenes - staffing challenges, training and development, keeping families engaged during rainy days, and how sustainability and heritage influence the character of this historic hotel.
What We Discover Together
- Family Luxury, Without Compromise: How New Park Manor balances design, service and experiences so parents relax, kids explore and dogs feel right at home.
- Training People, Not Just Skills: Why Byron prioritises personality-led hiring, strong development programmes, and leadership growth to support a busy, evolving hotel.
- Hospitality as a Career of Possibility: We reflect on how diverse backgrounds from reception to carpentry can lead to management roles and exciting opportunities across the world.
Being here at New Park Manor reminded me that great family hospitality isn’t just about amenities - it’s about creating a place where everyone, in every age or shape of family life, feels welcomed, known, and looked after.
Hoteliers’ Voice is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

What do you do when customer acquisition costs drop 19% in one breath… and digital media prices explode 20–40% in the next?
In this episode of Travel Market Life, I bring together three incredible experts: Christina Leme (Senior Director, Global Media at Cendyn), Caryl Helsel (Founder & CEO, Dragonfly Strategists), and Li Hawkins (Founder, InsideOut Solutions) to dissect the just-released 2025 Hotel Digital Marketing Performance Index and separate signal from noise.
What You’ll Learn
- The AI Paradox: Why Google’s Performance Max for Travel Goals slashed CAC 19% and delivered 4× booking growth - while the rest of the market got hammered by soaring costs.
- The Desktop Surprise: 63% of actual bookings (and 71% of revenue) still come from desktop, even in a mobile-obsessed world.
- Consent Mode Chaos: How Google Consent Mode v2 is hiding conversions, inflating CPA by up to 38%, and quietly wrecking hotel ad performance.
From OTA bidding wars and shrinking ad inventory to the looming impact of ChatGPT-powered search, we cut through the headlines to deliver the practical moves independent hotels and groups need to make right now.
Get your copy of the report here.
Travel Market Life is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.

In a world drowning in ads, why do we still rush to book with the brands that feel like old friends and how can travel marketers build that magic?
In this episode, I am joined by panellists Claire, Will, and James, plus special guests Jasman Ahmad (Strategy Director, Accord Marketing) and Andy Headington (CEO & Founder, Adido). We unpack what really sucks us in as consumers, the power of long-term brand consistency, the pitfalls of short-termism, and why AI won’t replace bold, human-centred marketing anytime soon.
What You’ll Learn
- Generational Pull: How Lego keeps reinventing itself across ages and the travel brands that could learn from its franchise magic.
- Consistency Over Chaos: Why sticking to your brand voice for 3–5 years beats chasing trends, and how Accor builds emotional connections beyond the logo.
- Investor vs Vision Tension: The real struggle between quick wins for shareholders and the patient craft of unforgettable marketing.
This episode is a masterclass in cutting through the noise: great marketing isn’t louder ads - it’s smarter stories that make travellers choose you again and again.
Travel Market Life is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.