Hoteliers’ Voice

What does it really take to run a historic, Grade II listed country house estate without losing your mind - or your sense of humor?

Our guest in this episode certainly embodies the humour through the challenge. Ryan sits down with James McComas, General Manager of the iconic Champneys Eastwell Manor in Kent. From hosting fairy tale weddings and high-stakes corporate retreats to operating an award-winning spa and the 2-Rosette Gardenia restaurant, James takes us behind the grand facade of one of the UK’s premier independent luxury destinations.

What We Cover in This Episode:
The Reality of Historic Building Management: Why working with centuries-old architecture is "endlessly engaging" yet bound to "present a certain level of frustration"including the time James had to deal with an actual sinkhole in the middle of Kent!
Mastering the Craft: The endless challenge of finding skilled traditional craftsmen while balancing budgets, routine maintenance, and long-term investment planning.
Operations & Scale: How the estate navigates the exclusive-use market, handles changeable demand patterns, and scales up seamlessly for massive events.
People & Expectations: Tackling the industry-wide shortage of skilled workers (like specialist spa therapists) and bridging the gap when customer expectations risk misalignment with a historic venue.
Independent Ownership: The agility, freedom, and unique hurdles of operating under independent private ownership.

"If something is going to go wrong, it's certainly not going to be boring. You just have to take these things, laugh at them, and work through it." James McComas

Tune in for an unfiltered, witty, and deeply insightful masterclass in hospitality leadership, resilience, and the delicate balance of preserving heritage while delivering modern 5-star luxury.

Come in and join us at our recent Roundtable in Kensington London, featuring a candid interview with Jo Morgan, Consultant and Fractional Operations Director with Meliora Consultancy – until recently in her role as Operation Director at The Other House.

We cut through the noise to discuss the realities of running a hotel today and then hear from the audience as to what we think British guests expect.

Join us as we explore:
The Reality Check: A look at current industry challenges and the essential things leaders must keep in sight to stay ahead.
Strategic Growth: How to balance aggressive business planning without compromising your team’s well-being or the guest experience.
The Fractional Consultant Life: Jo shares insights on the rise of specialized consulting, the importance of coaching, and how to find the right support in a shifting market.
The Staycation Boom: We dive into the evolving landscape of British guest expectations—and what your property needs to do to meet them.

Whether you are navigating operational pressures or looking to optimize your business strategy, this episode offers actionable insights into balancing high-performance growth with the heart of hospitality.

RECORDED LIVE 9 June 2026 at The Other House, Kensington. In this episode, we unpack the stark reality facing the UK hotel sector in 2026: while business volume is up, profit margins are shrinking. As Q1 data reveals TRevPAR growth struggling to outpace rising labor costs, we examine how operators can adapt.
Joined by Jonathon Liu (Verdi Hotels), Inna Nekrassova (Hotel Cafe Royal), and Jo Morgan (The Other House), we explore the structural shifts redefining the industry. Jonathon highlights how hotels are no longer just competing with each other but with a surge in alternative accommodations, necessitating a fundamental rethink of product design and branding. Our panel discusses why luxury properties must stop the "race to the bottom" on pricing, instead focusing on strategic storytelling and unique guest experiences to create value.
We also address the "digital conversion gap," where poor website experiences continue to bleed bookings, and pivot to the talent crisis. With Gen Z workers seeking purpose and belonging rather than "just a job," Inna and Jo examine how leaders must frame hospitality careers to ensure long-term retention. Despite these headwinds, we explore the silver lining: a 40% surge in staycation demand as guests increasingly seek leisure closer to home.

In this episode we look at how to build experience and tap into events in a large countryside resort - identifying opportunity for operational efficiency and revenue optimisations.
Paul Wells from Studio Moren kicks us off by discussing the evolution of UK resort development. We examine how country house hotels are rethinking their extensive grounds to function more like modern resorts, touching on the key opportunities of space utilization and the complex realities of navigating planning permissions - while securing more high-value revenue.
Next, Geraldine Brennan from Oracle provides a deep dive into managing weddings, parties, and conferences in a countryside setting. Geraldine shares the latest industry wedding trends and explains how hotels can master event management on large resorts through streamlined communications, efficient processes, and mobile accessibility. We also look at how leveraging the right technology can eliminate administrative errors by reducing double-entry and fragmented management.
The conversation then shifts to the guest experience, with Prem Jethwa-Odedra from Biteluxe exploring how AI-led messaging can treat every guest like a VIP. We discuss actionable goals for introducing these tools and analyze the commercial impact of AI-driven guest engagement. Finally, Renato Machado from Upsell Guru shares expert advice on tapping into additional revenue streams, covering high-converting packages and the best practices for managing upsell products.
The episode concludes with hoteliers sharing real-world insights on overcoming spa management challenges to successfully capture extra spend.

ROI in staff roundtable kent edition
Interview with James McComas - GM, Champneys Eastwell Manor
Another agile year unfolding
Predicting demand
Clashing of brands and audiences
Why working together is needed in Kent

Partner - HOSPA - Janel Clark, Succeeding at people
Professional development, keeping hospitality a people business, making a career from a service industry.
What courses are there?
What level of experience is needed?
How are learners supported?

POV - Nicola Phillips - Hospitality Action - How to support staff emotionally
What are the concerns of hospitality workers?
What type of management and support network is needed?
Where does Hospitality Action come in?

Engaging in schools and colleges

In this episode of the ROI in Staff roundtable (Kent Edition), we dive into the critical intersection of modern hospitality management, regional collaboration, and staff well-being. We begin with James McComas, GM at Champneys Eastwell Manor, who unpacks the realities of an "agile" year in the industry. James explores the challenges of predicting fluctuating demand and navigating the complex "clash of brands and audiences," ultimately advocating for stronger regional cooperation across Kent to navigate these shifting tides.
Transitioning to professional development, Janel Clark from HOSPA joins us to discuss "Succeeding at People." We examine how to keep the sector human-centric while creating clear, sustainable career paths within the service industry. Janel provides valuable insights into available educational courses, the experience levels required for advancement, and the support systems available for learners.
Finally, we address the human element of the industry with Nicola Phillips from Hospitality Action. This segment focuses on the emotional support systems necessary for a resilient workforce. Nicola highlights the specific concerns facing today’s hospitality workers and details the management networks required to support them. We conclude by looking at the importance of actively engaging schools and colleges to foster the next generation of hospitality talent - and initiatives some hoteliers are taking to connect with staff on a deeper more meaningful level.