RECLAIMING HOTEL F&B REVENUE FROM DELIVERY APPS: ARE YOUR GUESTS ORDERING FROM DOORDASH & DELIVEROO INSTEAD OF FROM YOU?
Every time a hotel guest opens a food delivery app instead of ordering room service, it's a missed revenue opportunity.
Third-party delivery platforms have transformed the way people order food, making it quick, convenient and accessible at the touch of a button. As such, hotels risk losing a valuable share of their guests' F&B spend to external restaurants.
However, all is not lost. Hotels already have many of the ingredients needed to compete: quality food, professional kitchens, experienced service teams and the convenience of on-site dining.
What's often missing is the digital ordering experience to match.
Here, IRIS, the global market leader in digital F&B ordering and guest experience solutions for hotels, explores how mobile ordering can help hoteliers win back guest spend, increase F&B revenue and deliver the convenience today's travellers expect.
Convenience is king - and delivery apps know it
The success of Uber Eats, Deliveroo and DoorDash isn't just about the food. It's about making ordering effortless.
Guests can browse tempting menus, view images, customise dishes, add extras and pay in seconds, all without speaking to anyone.
Now compare that with traditional hotel room service: printed menus, outdated information, busy phone lines and waiting on hold to place an order.
It's little wonder that some guests choose the path of least resistance, even when there's a perfectly good restaurant just a few floors below.
The challenge for hotels isn't necessarily the quality of their F&B offering. It's making it just as easy to discover, order and enjoy.
Hotels have a better product. Now make it easier to order.
Hotels have a significant competitive advantage over third-party delivery services: their kitchens, chefs and service teams are already on-site.
There's no need to wait for a driver to collect food from across town, navigate traffic or find the hotel entrance.
With the right processes in place, hotels can deliver freshly prepared meals directly to guestrooms, often with greater control over food quality, presentation and service.
Hotels just need to remove the barriers that discourage guests from ordering in-house and that's where mobile ordering comes in.
With Mobile Ordering, hotels can offer guests the same familiar, frictionless digital experience they enjoy with delivery apps, while keeping the ordering journey firmly within the hotel's own brand.
Guests simply scan a QR code, click a link or access the service through the hotel's app or loyalty programme to browse menus and place an order directly from their own device.
On a hotel digital ordering platform, guests can:
- Explore visually appealing menus with images and descriptions.
- Personalise dishes and select their preferences.
- Discover recommended extras, drinks and upgrades.
- Order and pay securely in just a few taps.
- Pre-order breakfast or schedule delivery for later.
- Order from their guestroom, poolside, lobby or other hotel outlets.
No app downloads. No paper menus. No waiting on hold.
And with orders flowing directly into the hotel's integrated POS system, there's no need for staff to manually re-enter orders or manage unnecessary paperwork.
Manual administration is reduced, printing costs are minimised and there’s fewer order errors. It's a win for guests, hotel teams and the bottom line.
The hidden cost of losing orders to delivery apps
When a guest orders externally, it’s also a missed opportunity to upsell drinks, sides, desserts and premium menu items, encourage guests to explore other hotel outlets and gain valuable insights into their dining preferences.
And there's another cost that's harder to quantify: the loss of control over the guest experience.
Hotels invest heavily in delivering exceptional hospitality, yet an external delivery driver, restaurant or platform can become part of the guest's stay without the hotel having any influence over the quality of that experience.
Every order placed outside the hotel is potential revenue, guest engagement and loyalty that could have stayed within the property.
Turning convenience into measurable F&B revenue
Mobile ordering doesn't just help hotels compete with delivery apps. It drives more revenue from existing guests while making operations more efficient.
Hotels using digital ordering have achieved impressive results, demonstrating the commercial potential of making F&B easier to access.
1. Increase F&B revenue by 30%+
Digital menus encourage guests to browse, discover and spend. With tempting imagery, suggested extras and upsells built into the ordering journey, hotels can increase average transaction values without adding pressure to service teams.
2. Capture orders that might otherwise go elsewhere
When room service is as easy to access as a delivery app, guests have fewer reasons to look outside the hotel.
And by extending mobile ordering beyond guestrooms to pools, terraces, bars, lobbies and other outlets, hotels can drive more F&B spend and give guests a convenient ordering platform, irrespective of location.
3. Reduce manual processes and free up staff
Direct POS integration means orders reach the relevant teams without lengthy phone calls, manual order entry or unnecessary administration.
This helps reduce errors, streamline fulfilment and free up staff to focus on preparing, delivering and enhancing the guest experience.
4. Deliver a better guest experience
Guests can order at their own pace, browse the full menu and customise their choices without feeling rushed.
They enjoy the convenience and control of digital ordering, combined with the quality and personal service of the hotel's own F&B team.
5. Strengthen guest engagement and loyalty
By keeping the dining experience within the hotel's own digital environment, hotels retain greater control over branding, guest interactions and ordering insights.
And when guests enjoy an effortless dining experience, there's every reason for them to choose the hotel's F&B offering again.
Real-world results: InterContinental New Orleans
The 484-room InterContinental New Orleans demonstrates how digital ordering can transform the room service experience and helps them compete against third-party delivery apps.
By introducing IRIS Mobile Ordering, guests can browse menus and order directly from their own devices, with orders flowing into the hotel's existing operational systems.
Matthew Rogers, Assistant General Manager, InterContinental New Orleans adds,
Guests appreciate the convenience, speed, and ease of digital ordering and it helps us compete with Uber Eats and DoorDash by offering a seamless, in-house room service experience. This helps retain F&B revenue within the hotel (and provide guests with a fresher, quicker culinary experience), even in a highly competitive local dining market.
It's a compelling example of how hotels can modernise room service and provide guests with more efficient ordering.
Don't let delivery apps own your guest relationship
As hoteliers look to maximise F&B profitability, the opportunity is clear: make ordering directly from the hotel just as convenient, appealing and accessible as ordering from a third-party app.
Hotels already have the kitchens, the menus, the teams and the guest relationships. With Mobile Ordering, they can connect these strengths through a seamless digital ordering experience that helps capture more revenue, improve efficiency and keep guests engaged.
If you're unsure where to start, these 10 signs your hotel needs F&B mobile ordering now can help you identify the gaps.
The question is no longer whether your guests want digital ordering. It's whether they'll order from you - or someone else.
Ready to reclaim your F&B revenue?
Discover how IRIS Mobile Ordering can help your hotel compete with delivery apps, increase guest spend and turn more dining opportunities into revenue.
GROSVENOR HOUSE SUITES REVEALS REDESIGNED SUITES AND A REIMAGINED CONCIERGE ARRIVAL EXPERIENCE
New interiors by SP3 London and Wimberly Interiors draw inspiration from Hyde Park and Mayfair, enhancing both guest accommodation and arrival experience at Grosvenor House Suites.
Grosvenor House Suites, a Highgate-managed luxury residential-style property has revealed a series of enhancements across the property, including the redesign of 32 suites and a transformed concierge arrival experience. These projects reinforce the property's position as one of London's leading accommodations, while creating a stronger connection to the surrounding Mayfair neighbourhood.
The suites, created by the SP3 London design team introduce brighter and more inviting interiors inspired by the changing light across Hyde Park. Complementing the refurbishment, the concierge space, designed by Senior Designer German Mendoza and the team at Wimberly Interiors, brings greater openness, natural light and a sense of tranquillity to guests' arrival experience.
"These enhancements mark an exciting new chapter for Grosvenor House Suites," said Andrew Henning, General Manager of Grosvenor House Suites. "Together, they further elevate the residential experience that defines our property, creating spaces that feel both luxurious and welcoming while enhancing every stage of the guest journey."
New Suite Interiors by SP3 London
The redesign, including 29 suites and three luxury suites, reimagines Grosvenor House Suites' residential offering for modern travellers. The suites combine the privacy and space of a luxury residence with the personalised service of a five-star hotel.
A bespoke ombré wall treatment inspired by Hyde Park sunsets forms the foundation of the design, setting the tone for a palette of earthy colours, soft blues and natural materials throughout the suites. Tailor-made furniture, layered textiles and carefully considered layouts combine comfort with functionality, while refurbished timber flooring and wardrobes reflect a thoughtful approach to longevity and craftsmanship.
Bespoke craftsmanship and carefully curated books celebrating London and British culture further connect the spaces to their surroundings.
"Our vision was to create suites that feel lighter, calmer and more inviting while retaining a sense of timeless elegance,” said SP3 London Founder, Shona Patel. “Every detail was carefully considered to balance functionality with warmth, creating spaces that feel both refined and effortlessly liveable. The key was to bring a greater sense of comfort to these hotel suites where guests feel at ease away from home.”
Designed to accommodate families, multi-generational travellers, business travellers and long-stay guests alike, the suites feature flexible bedroom configurations, generous storage, dedicated workspaces, kitchens and spacious living areas that support a residential style of stay.
Rates for the new suites start from £1670. For more information or to book, visit grosvenorhousesuites.com.
A Reimagined Arrival Experience
Alongside the suite redesign, Grosvenor House Suites has transformed the concierge arrival experience. Designed by Wimberly Interiors and inspired by the property's location between Hyde Park and Mayfair, the concept seeks to bring the serenity of the park indoors while reflecting the elegance of neighbouring Mount Street.
The arrival space has been reimagined to create a welcoming and calm first impression while maintaining the privacy valued by Grosvenor House Suites' guests, with brass screens inspired by traditional Mashrabiya shutters.
The concierge desks feature Calacatta Green marble tops and fluted timber detailing designed to evoke a high-end residential aesthetic, complemented by clean, timeless panelled walls, bespoke furniture and curated artwork that reference the building's 1920s heritage and Mayfair setting.
"Our mission was to create a space that feels welcoming, calm and warm without compromising privacy. By bringing more filtered light and openness into the space, we wanted guests to feel an immediate sense of tranquillity from the moment they arrive." says German Mendoza of Wimberly Interiors.
Wimberly Interiors also redesigned the guestroom corridors, introducing concealed indirect lighting developed with Foundry, acoustic wall panels by Kvadrat and bespoke artwork commissioned with Sterling Art. New timber guestroom doors, carpets by Ulster and updated wayfinding signage complete the refreshed design.
ICONIC HOTELS & RESORTS APPOINTS MICHELLE WALDER AS GROUP DIRECTOR OF OPERATIONS
The appointment further strengthens the collection’s senior leadership team following the appointment of its COO and Director of People and Culture earlier this year
Iconic Hotels & Resorts has announced the appointment of Michelle Walder as Group Director of Operations, further strengthening the collection's senior leadership team as it continues to invest in its people, operating platform and long-term growth strategy.
Reporting to Shan Kanagasingham, Michelle joins Iconic Hotels & Resorts with more than 28 years of experience across leading luxury and lifestyle hospitality brands. Michelle’s international career spans Europe and North America, with senior leadership roles at Hyatt, Standard Hotels, Sydell Group and André Balazs Properties. She has played a pivotal role in the opening and operation of landmark hospitality brands including The Standard, The NoMad and The Ned. Most recently, as Hyatt’s Head of Operations, Lifestyle Group EAME, she oversaw operational performance and supported the European expansion of Standard Hotels, Thompson and Andaz.
Michelle's appointment marks the latest step in the evolution of Iconic Hotels & Resorts, which over the past two years has invested significantly in strengthening its senior leadership structure and centralising key commercial, revenue, marketing, finance and support functions to create a more integrated and scalable operating platform. The business has also made several strategic leadership appointments across operations, commercial performance and people functions as it prepares for the next phase of growth, earlier this year appointing a new Chief Operating Officer and Director of People & Culture.
In her new role, Michelle will oversee operational performance across the Iconic portfolio, working closely with hotel leadership teams to enhance guest experiences, drive performance and support the continued development of the group's culture and service standards. She will oversee operations across properties including The Mayfair Townhouse, 11 Cadogan Gardens, The Chelsea Townhouse, Nobu Hotel London Portman Square, The Lensbury, The Mole Resort and Strand Palace.
Shan Kanagasingham, COO at Iconic Hotels & Resorts, commented:
"Michelle is one of the most respected lifestyle hospitality operators in the industry and brings exceptional experience leading complex, high-profile hotels and portfolios across international markets. Her track record of building high-performing teams, strengthening operational excellence and creating outstanding guest experiences makes her a fantastic addition to our leadership team."
Michelle Walder, Group Director of Operations at Iconic Hotels & Resorts, said:
"Iconic Hotels & Resorts has built an exceptional collection of distinctive hotels and resorts. Joining the business at such an exciting moment in its evolution was a hugely compelling opportunity. With significant investment in people, infrastructure and growth, and a clear ambition for the future, the Group is entering a transformative new chapter. I am delighted to be joining the team and look forward to working alongside colleagues across the portfolio to help shape the next phase of Iconic Hotels & Resorts' expansion and success."
For more information, contact Natalie Bigbie-Berry, Communications Manager, Iconic Hotels & Resorts nbigbie-berry@iconichotelsresorts.com.
THE BROMLEY COURT HOTEL UPGRADES EV CHARGING WITH FIVE NEW CHARGERS POWERED BY VOLTSHARE
Local EV charging company replaces the hotel’s former BP chargers with five 22 kW chargers and contactless payment
Guests and visitors at The Bromley Court Hotel can now use five new 22 kW EV chargers following an installation by Bromley-based voltshare.
The chargers replace the hotel’s previous BP charging equipment. Drivers can pay at the contactless terminal, scan a QR code for app-free charging, or use the voltshare app.
For voltshare, the project is close to home. The company’s head office is in Bromley, making The Bromley Court Hotel a particularly local addition to its growing network of hospitality charging locations.
Giles Thomas, General Manager at The Bromley Court Hotel, said: “We want guests to have everything they need for a comfortable visit, and that increasingly includes somewhere to charge their car. Our previous chargers needed replacing, so this was an opportunity to update the facilities and make payment straightforward for guests and visitors. It’s great to have worked with a company based here in Bromley to get the new chargers up and running.”
The five chargers give drivers the opportunity to charge while they are staying at the hotel or visiting its facilities. For the hotel, the installation provides a way to accommodate EV drivers without taking on the day-to-day administration of charging sessions. Voltshare’s system handles payments and billing, with support available to drivers around the clock.
Sheng Liu, CEO of voltshare, said: “The Bromley Court Hotel is right on our doorstep, so we’re especially pleased to see these chargers go live. Replacing older equipment is an important part of making EV charging more useful and dependable for drivers. The hotel now has five 22 kW chargers and a contactless payment option ready for guests and visitors as well as the public, and we look forward to supporting the team as people start using them.”
The chargers and contactless payment terminal are live now at The Bromley Court Hotel.
CASTLEBRIDGE HOSPITALITY BUILDS ON ESG STRATEGY ACROSS HOTEL PORTFOLIO
Castlebridge Hospitality Management has continued to develop its approach to Environmental, Social and Governance (ESG), with independent environmental certification, improved measurement, people and asset performance forming key elements of its approach to hotel management.
A significant milestone has now been reached, with every hotel within the Castlebridge Hospitality Management portfolio holding current third-party environmental certification. This provides external assessment alongside the work taking place within individual hotels. Hotel Indigo Bath has now held Green Key certification for three consecutive years.
The milestone forms part of a broader ESG programme supported by Mission Net Zero. Castlebridge has established a formal ESG Policy, Strategy and Roadmap focused on four areas: responsible and efficient operations; people and culture; community and guest impact; and governance, asset value and owner alignment.
The company is also working with True Group on an asset-review programme focused on understanding how its buildings and operating systems perform, to identify opportunities for improvement across its hotels. The work supports Castlebridge's wider plans to strengthen the measurement and consistency of energy and resource-use data and develop property-level asset improvement plans.
Castlebridge's ESG Roadmap includes improving the consistency of energy, water, waste and emissions data, reviewing renewable-energy opportunities, strengthening supplier engagement and developing measurable carbon-reduction targets.
The business is also investing in the people who will help deliver its wider ESG ambitions. Martin Mansbridge has been promoted to Group Maintenance Manager, taking responsibility for maintenance and engineering strategy across the growing portfolio, including supporting the identification and implementation of energy-efficiency opportunities.
Meanwhile, Janet Roberts has joined Castlebridge as Director of People & Culture, supporting the company's focus on people development, wellbeing, diversity and inclusion, engagement and career progression.
The company's ESG Strategy specifically identifies team wellbeing, training and development, diversity, equity and inclusion, talent attraction and retention, leadership development and employee engagement as areas of focus.
Castlebridge's wider approach also recognises the relationship between hotels and their destinations. Its ESG Strategy includes local community partnerships, charitable initiatives, supporting local suppliers, businesses and employment, and supporting responsible tourism across the destinations in which its hotels operate.
Craig Patterson, Managing Director of Castlebridge Hospitality Management, said:
For Castlebridge, ESG has to be about what we actually do, not simply what we say. Achieving independent environmental certification across our portfolio is an important milestone, but our focus is on continuing to understand where measurable improvements can be made and tracking our progress. We are investing in the expertise, partnerships and data that will help us make informed decisions about our hotels, our assets and the resources we use, while continuing to support our people and the communities in which we operate.
Castlebridge's approach places environmental performance alongside its commitment to being an inclusive, people-focused employer and a hotel management partner, with its ESG framework designed to support ongoing measurement, action and transparency across the business.
NORTH EAST HOSPITALITY STARS CELEBRATED AT NEHA EXCELLENCE AWARDS
Shining stars from across the North East hospitality industry have been celebrated at the North East Hotels Association Excellence Awards.
Around 400 leading lights from the region’s hospitality industry gathered at The Fed in Gateshead, as 11 awards were presented at a glittering ceremony.
Hotel Indigo in Newcastle and Stockton’s Hampton by Hilton were the biggest winners, picking up two awards each.
John Lambourne-Richardson of Hampton by Hilton Stockton was crowned Inspirational Leader and the hotel also received the Community Award. Katrina Spiteri of Hotel Indigo won the Service Excellence prize, while colleague Emma Kiddell received the award for Support Services.
The Culinary Excellence award went to the Grand Hotel Gosforth Park and INNSiDE by Melia Newcastle received the Ethical, Responsible and Sustainable accolade. Abby Ellliott of Jesmond Dene House won the Warmest Welcome prize, Malissa Charlton of Malmaison Newcastle took the trophy for Sales Excellence while Sandra Hay and the Housekeeping team at Mercure George Washington Hotel scooped the Cleanliness prize.
The awards were also an opportunity to recognise emerging new talent within the industry, with Clinton Douglas of the Maldron Hotel Newcastle named Rising Star, while Kylie Carruthers of Bailiffgate Hotel in Alnwick took the Newcomer prize.
NEHA is one of the largest regional hotel associations in the UK and was founded more than three decades ago. Today, it comprises around 50 leading hotels across Newcastle, Sunderland, Durham and Northumberland. Its mission is to raise the profile of the region’s hospitality industry - and along with showcasing what the region has to offer, NEHA acts as the voice of the sector to challenge decisions which could have a negative impact and ensure the concerns of its members are heard.
The annual Excellence Awards have become one of the highlights of the Association’s calendar, with the winners chosen by a private panel of industry experts and hospitality leaders.
Every year the NEHA awards seems to get bigger and better and 2026 has exceeded all expectations,
said Anna Wadcock Co-chair of the North East Hotel Association.
The entries this year were exceptional and our panel of judges had a very hard task selecting winners from an incredible mix of hotels and the people which make them shine.
We are delighted to be able to recognise the stars of this industry and it’s fantastic to see our members all come together to celebrate the wonderful work within this sector and give those who excel and go above and beyond, the credit and praise they so deserve.
This year’s award ceremony has been made possible thanks to support by a host of businesses. These are: Experience North East England, North East Chamber of Commerce, Nearby, RDA Limited, Ringtons, Fishers Services Ltd, Roberts Family, Alkimii, Expedia Group, SOS Group Ltd, Trustgenie, Blueline, SPARK EPoS, Gateshead College, Direct Global, WGC, Business Wear Direct and Newcastle International Airport.
Full winners list:
- Service Excellence: Katrina Spiteri - Hotel Indigo, Newcastle
- Ethical, Responsible and Sustainable: INNSiDE by Melia, Newcastle
- Inspirational Leader: John Lambourne-Richardson - Hampton by Hilton, Stockton
- Sales Excellence: Malissa Charlton - Malmaison, Newcastle
- Rising Star: Clinton Douglas, Maldron Hotel, Newcastle
- Community Award: Hampton by Hilton, Stockton
- Warmest Welcome: Abby Elliott - Jesmond Dene House, Newcastle
- Culinary Excellence: Grand Hotel Gosforth Park
- Support Services: Emma Kiddell, Hotel Indigo, Newcastle
- Cleanliness: Sandra Hay and the Housekeeping Team - Mercure George Washington Hotel
- Newcomer: Kylie Carruthers - Bailiffgate Hotel, Alnwick
1.1 MILLION PREDATORY ADS ARE TARGETING HOTEL-BRANDED SEARCHES WORLDWIDE, NEW OPERTO RESEARCH FINDS
Hotels worldwide are being targeted by roughly 1.1 million ads from Predatory online travel agencies (OTAs) running against searches for their own brand names, potentially diverting guests who were already searching for a specific property away from its direct booking channel, according to new research published today by hospitality technology company Operto.
First-of-its-kind analysis finds approximately 204,000 hotels affected across 205 countries, as operators warn third-party sites are intercepting guests already searching for a specific property.
The analysis found approximately 204,000 hotels across 205 countries and territories were targeted during the study period, with the average affected hotel facing 3.9 competing ads against searches for its own brand.
The findings come from an independent analysis of the Google Ads Transparency Center covering May 22 to June 21, 2026. Operto says it is the first analysis to quantify the scale of Predatory OTA advertising globally.
Predatory OTAs are third-party booking sites that bid on a hotel's own name in paid search and direct prospective guests to their own booking pages. Unlike traditional distribution partners which can generate new demand for a property, these sites hold no direct contractual relationship with the properties they advertise. They source inventory through bed banks and affiliate networks, then reproduce a hotel's name, photos, and branding on booking pages that can leave guests believing they are dealing directly with the property.
US hotels carry the heaviest concentration
The United States accounts for 33% of all properties targeted globally, equivalent to approximately 66,900 hotels. North American hotels are targeted by an average of 6.6 predatory ads each, compared with a global average of 3.9. The US also recorded the highest volume of advertising activity in the analysis, with approximately 575,000 ads identified during the 31-day study window.
Nearly half of measured activity traces to one operator
GuestReservations.com accounted for approximately 540,000 ads during the study period, close to half of all predatory hotel advertising identified by the research. ReservationDesk.com followed with around 240,000 ads and BookOnline.com with around 90,000. In total, just nine domains accounted for the activity identified in the analysis.
Guests report booking confusion, cancellation issues and unexpected fees
The impact extends beyond the search results. Operto reviewed 232 published Better Business Bureau complaints filed against GuestReservations.com between July 2023 and May 2026. Among those reviewed, 46% referenced cancellation policies the complainant described as deceptive or false, 38% came from guests who said they believed they had booked directly with the hotel, and 34% referenced hidden or undisclosed fees. A further 5% involved guests arriving at a property that had no record of their reservation.
Hotels can lose the direct booking and inherit the problem
For hotels, the commercial impact can continue after the booking is made. A property can lose a direct booking to an intermediary despite already having won the guest's consideration, while complaints over fees, cancellations or missing reservations can ultimately reach hotel staff.
Among Operto's own customer base, affected hotels saw between 5% and 25% of bookings arriving through a Predatory OTA before adopting brand protection, with an average of nine Predatory OTAs bidding on a single hotel's name.
That can mean paying distribution costs on demand the hotel had already generated itself, while also leaving front desk and reservations teams to resolve issues created elsewhere in the booking journey.
Tim Major, CEO of Operto said:
A guest typing a hotel's name into Google is one of the strongest signals of direct booking intent a hotel can get. Our research shows that, on average, nine sites can be waiting to intercept that guest before they reach the hotel's website.
The challenge for hoteliers is visibility. A GM can search the property from the front desk, see nothing unusual and reasonably assume there isn't a problem, while a guest hundreds of miles away is being shown a completely different set of results. Hotels need to understand who is advertising against their brand, how much direct demand may be leaking through those channels, and what that is costing them.
FOOD, DRINK & HOSPITALITY WEEK ANNOUNCES 2027 AMBASSADORS
Food, Drink & Hospitality Week, the UK's biggest celebration of industry innovation, has announced its ambassador lineup for 2027's edition, which takes place on 5-7 April at Excel London.
Representing HRC, The Pub Show, Hospitality Tech360, IFE, IFE Manufacturing and Speciality & Fine Food Fair, the ambassadors span hospitality operations, retail, wholesale, manufacturing, technology and industry associations. Together, they bring a broad range of expertise and a shared commitment to supporting the businesses and people shaping these sectors.
The ambassadors will help champion the opportunities the events offer to discover innovation, exchange knowledge and build valuable business relationships. For hospitality and pub professionals, the announcement brings together influential voices with first-hand experience of the sector’s challenges and opportunities.
HRC and The Pub Show’s ambassadors include representatives from the Craft Guild of Chefs, Institute of Hospitality, British Institute of Innkeeping and British Beer & Pub Association, alongside publicans, chefs, suppliers and hospitality specialists.
Jo Farish, Event Manager for HRC, comments:
Our ambassadors bring a wealth of experience from across hospitality and a shared commitment to helping the industry thrive. They understand what matters to operators, from finding the right suppliers and developing their teams to creating experiences that keep customers coming back. We’re delighted to bring these voices together for 2027 and look forward to working with them to make HRC and The Pub Show valuable places to find inspiration, share knowledge and make lasting business connections.
Anna Sebastian Managing Director of Anna Sebastian Hospitality Ltd and HRC Ambassador, adds:
I'm really excited to be part of the HRC show this year. HRC is the perfect place to be present due to its wide audience, business and networking opportunities with like-minded people and potential clients.
Cassie Davidson, Founder, Kith & Kin Hospitality and The Pub Show ambassador, says:
Hospitality thrives on relationships, shared ideas and collaboration, and there’s real value in bringing different perspectives together. I’m delighted to be an ambassador for 2027 and to be part of the conversations and connections that make things better for the people in our industry.
James Bielby, Chief Executive, Food & Drink Wholesale UK (FWD), comments:
I’m delighted to return as an ambassador for Food, Drink & Hospitality Week. The event provides an invaluable opportunity to bring together suppliers, wholesalers and their customers to discover new products and discuss the challenges and opportunities we share. I’m looking forward to championing the role of wholesale in connecting our industry and supporting its growth across retail and hospitality.
The 2027 Food, Drink & Hospitality Week Ambassadors are:
HRC
- James Bielby, Chief Executive, Food & Drink Wholesale UK (FWD)
- Katie Deem, Director, 4C Associates
- Lee Donkin, Managing Director, Cedabond
- Mecca Ibrahim, Co-Founder, Women in the Food Industry
- Mark Perkins, Executive Pastry Chef, Rosewood London
- Mark Reynolds, National Chairman, Craft Guild of Chefs
- Robert Richardson, Chief Executive, Institute of Hospitality
- Anna Sebastian, Founder, Anna Sebastian Hospitality
The Pub Show
- Steve Alton, CEO, British Institute of Innkeeping
- Cassie Davison, Founder, Kith & Kin Hospitality
- Mike Dove, Operator, Three Horseshoes, Witney
- Tommy Higgs, Operator, Three Horseshoes, Witney
- Mecca Ibrahim, Co-Founder, Women in the Food Industry
- Emma McClarkin, Chief Executive, British Beer & Pub Association
- Tim Skinner, Hospitality Consultant and Publican, Timothy Skinner Limited
Hospitality Tech360
- Matt Bell, Managing Director, Mollie’s
- William Connors, International Service Delivery Manager, Starbucks
- Chris Fletcher, Founder & CEO, Stacked
- Tommy Giraux, Head of Restaurant Systems, Honest Burgers Ltd
- Mecca Ibrahim, Co-Founder, Women in the Food Industry
- Tom James, Managing Director, Bill’s Restaurants
- Mitz Patel, Global Head of Information Technology Delivery, Soho House
- Jane Pendlebury, CEO, HOSPA
IFE and IFE Manufacturing
- James Bielby, Chief Executive, Food & Drink Wholesale UK (FWD)
- Karen Green, Speaker, Author and Consultant, Buyerology Ltd
- Mecca Ibrahim, Co-Founder, Women in the Food Industry
- Andy Richardson MBE, Chairman, Frive; Partner, European Food and Farming Partnerships
- Dr Paul Sheldrake, Consultant & Director, Focus Food Solutions
- Richard Werren, Global Director Retail, Consumer & Food, BSI
- Amy Wilkinson, Founder and Podcaster, Fearless Foodies
Speciality & Fine Food Fair
- John Farrand, Managing Director, Guild of Fine Food
- Genevieve Fitch, Supplier Relationship Manager, Ocado Retail Ltd
- John Gill, Head of Trading and Supply, Booths
- Andrew Goodacre, CEO, Bira
- Matthew Hopkins, Founder & CEO, IND!E Collection
- Mecca Ibrahim, Co-Founder, Women in the Food Industry
- Laura Roberts, Founder, Laura’s Larder
- Vhari Russell, Founder and Managing Director, The Food Marketing Experts
- Mark Wiltshire, Co-Founder and Director, Diverse Fine Food
BRIDOR ELEVATES PREMIUM VIENNOISERIE WITH THE LAUNCH OF ITS ARTY RANGE IN READY-TO-BAKE FORMAT
Bridor has expanded its signature ARTY range into a fully proofed, frozen ready‑to‑bake format, enabling operators from luxury hotels to boutique coffee shops to offer high‑impact, premium Viennoiserie without the need for specialist equipment.
In a competitive market where visual appeal and guest experience directly drive commercial success, Viennoiserie has become a powerful tool for menu differentiation. Today's consumer is no longer just looking for a tasty product but an attractive offering with carefully crafted shapes that catch the eye at first glance in the display case.
The launch is backed by new research conducted by Bridor among 1,000 regular pastry consumers in the UK, which highlights the strong commercial potential of visually striking Viennoiserie. The research found that UK consumers consider ARTY's design to be 59% more appealing, 69% more modern, and 58% higher in quality than standard traditional pastry options.
Furthermore, 84% of UK respondents indicated that establishments that offer this style of pastry are perceived as more refined and upmarket.
The innovation allows operators across all foodservice channels to trade up their bakery offer, supporting premium price points while keeping production simple and consistent.
Part of Bridor's prestigious Éclat du Terroir collection, which celebrates its 20th anniversary this year, the ARTY range bridges classic French pastry heritage with modern architectural geometry. Previously available only in raw dough, the range has been reinvented to adapt to the needs of modern foodservice environments through two flagship products:
- The ARTY Croissant (80g): Defined by a distinctive pyramid shape with sharp, clean lines. A specialised dough-cutting and slow-laminating technique allows the delicate puff pastry layers to expand during baking, creating a crisp exterior, airy crumb, and a rich butter profile with caramel notes.
- The ARTY Pain au Chocolat (90g): Features a bold, plump, straight silhouette for maximum visual impact. Formulated with at least 20% more chocolate than Bridor's standard Éclat du Terroir pain au chocolat, it delivers a generous cocoa hit balanced with crisp, buttery pastry.
The launch also aligns with the UK's thriving café and brunch culture, where topped and customised pastries continue to drive revenue. According to Bridor's broader European consumer research, 70% of consumers are significantly more attracted to pastries featuring premium toppings or decorative finishes.
Erwan Inizan, Northern Europe Sales Director at Bridor, said:
ARTY has earned a strong following in high‑end hotels and bakeries because it combines classic French pastry‑making with a striking, contemporary look. Until now, however, the range has required a certain level of bakery expertise and equipment. By introducing a fully proofed, ready‑to‑bake format, we are opening ARTY up to operators who want outstanding visual impact but with a very simple and reliable baking process.
The new ready‑to‑bake format removes the proofing stage entirely. Delivered fully proofed and deep‑frozen at their optimum volume, ARTY pastries can be prepared in two simple steps, without a retarder‑prover or specialist bakery skills:
- Defrost: 30–45 minutes at room temperature.
- Bake: 15–18 minutes in a fan oven at 165–170°C.
This approach allows hotels, cafés and caterers to bake little and often in line with footfall, keeping cabinets looking full and fresh while cutting waste and freeing staff to focus on service.
FORA TRAVEL LANDS IN THE UK, HELPING BRITS MEET THEIR ULTIMATE TRAVEL MATCH
Fora Travel, the modern travel agency which offers personal expertise backed by a cutting-edge technology platform has officially launched in the UK.
Fora Travel matches travellers with advisors, based on shared tastes and interests. This could be an advisor who has first-hand experience planning a multi-generational safari, someone who knows exactly where to send a client looking for Tokyo’s best restaurants, or an expert in accessible travel.
This launch comes as travellers are increasingly looking to build holiday itineraries around the things they love. In fact, over the last year, there has been a 132% increase in queries on Fora’s booking portal containing “solo travel”, as well as a 55% increase in Fora bookings on luxury trains.
In terms of standout destinations for 2026, Mediterranean destinations continue to see strong growth, with Antibes emerging as this year’s standout for UK advisors with bookings up more than 10x year-on-year, alongside rising demand for Taormina and Corfu. There also has been continued demand for established European hotspots like Ibiza and Saint-Tropez, who have seen growth of more than 3.5x year-on-year.
UK advisors are also set to see continued growth in momentum for long-haul travel as bookings to Egypt, Australia and Mauritius are up significantly year-on-year.
The launch of the $1B business is set to tackle the feeling that the world has never been easier to explore but arguably, planning a trip has never felt more overwhelming thanks to the options available. Fora Travel advisors handle end-to-end trip bookings including complex itineraries & experiences, while unlocking access to over 180,000 hotels, cruises and activity partners. This includes Claridge’s, The Dorchester and The Balmoral.
Fora Travel’s founding team brings together the best of travel, entrepreneurship and technology; onefinestay co-founder Evan Frank, seasoned travel advisor and Condé Nast Traveler Top Travel Specialist Henley Vazquez, and technologist and product leader Jake Peters.
Henley Vazquez, Co-Founder of Fora Travel said: “The UK is a particularly exciting market for us, with travel advisors already such an established part of the culture. The London Chapter was our first international chapter, so to now be officially launching where that community first took shape feels particularly meaningful. With this launch, we’re actively expanding our UK presence, welcoming individuals who are motivated to build a travel business on their own terms, and better-serving travellers in the UK.”
Earlier this year, Fora Travel raised 60M in funding and announced a $1B valuation, bringing its total funding to $138.5 Million. The company’s advisors have booked more than $3 Billion in travel with over 59,000 5 star reviews.