human insight + data = smart business

Hello Everyone

Working with a Previous Client
It was a delight to be working again with a previous client.  Paid 2 visits (adhering to all the COVID Secure protocols) to their fantastic, luxury 4* property in Ayrshire in the beautiful south west Scotland.

The immediate tasks were the following:

> simplify the rate structure in light of the COVID19 trading environment
> tidy up the various software tools (property management system (PMS); channel manager (CM); 3rd party booking platforms)
> deliver additional training with the hotel’s Reservation Coordinator

It is entirely understandable that the various software tools and booking platforms can become ‘messy’.  Just look at what you’ve gone through lately:

> enforced lockdown
> team members on furlough
> a difficult reopening process to ensure a COVID Secure property
> health and safety risk assessments
> perhaps a team restructuring process with reduced available skill set

These tools and platforms need constant ‘maintenance’ by someone who knows exactly what they are doing.

Are you in the same position as above?  Then perhaps it might be an idea to get me in.

You can call me on 07817838773 or book an appointment using the link on the main menu or fill in the contact form.  I promise I will contact you and follow up.


Completion of PMS Project
Just off the phone one of my clients.  They own a 20 bedroom hotel in Livingston and wanted my assistance in moving over to a new Property Management System (PMS).  The new software went live last week.  It was a hard push but we got there in the end.

So, what did I do for them:

> Review of the configuration requirements of the PMS software chosen by the client
> Developed best practice notes accordingly to fully optimise the solution for the benefit of the hotel
> Using best practice, coached the hotel team who were building the settings in the background of the software
> Continuous review of the settings, ensuring the COVID Secure messaging was inserted as a confidence building measure for the consumer
> Liaise with the software vendor team to ensure transition between the old PMS and the new software
> Liaise with the web developer in implementing the website’s new booking engine

Overall, the owner was happy with the overall process and was thankful for my oversight of the project and for guiding the hotel team.

building confidence | building advantage

Hello Everyone

Hope you, your family and teams are keeping safe and well.  Yet again, this past week has proved very challenging for hospitality businesses across the UK.  However, as ever, our sector has continued to prove their resilience and ability to adapt to the changing trading environment, promoting the COVID Secure message!  Yet, hard questions are being asked about how long can many businesses can survive?  Many are now considering ‘hibernating’ their business until next year and ‘bed down’ through the winter.  Some might not open at all come 2021.  Let’s hope that this does not happen.

During this past week, I have continued to learn, re-evaluate and adjust what support services I can offer the accommodation sector during very difficult trading conditions for all concerned, all the while keeping my ears open to what is coming from Government as we all deal with the pandemic.  Of course, the main area of concern is of course possible mandatory travel restrictions.  Appears that Wales is bringing these more stringent conditions in and how long before the other UK home nations follow suit?

So, here is what I’ve been upto this past week:

Revenue Management Client Support
I continue to support my clients with the service delivery that they have come to expect, providing the valuable insights through analysing their booking data, to inform and advise of what do they need to within the next few months to maintain and encourage business on the books.  I will not kid anyone that this is indeed difficult and challenging.  Thought processes and ideas have changed and, what was perhaps ruled out last year, might need to be considered this year.

New PMS Changeover
I am pleased to report that the client that I was assisting and supporting with the changeover of their Property Management System has now gone live with their new software and I will continue to monitor and ‘keep an eye’ on the transition for them.

I have spoken to several colleagues from across the industry this week as to collaboration ideas and how we can service our fragile industry with great support packages.  

Service Redesign
And so, as a follow on to these discussions, I am working (with help and support from trusted associates) on a realignment of my ‘Support and Recovery’ packages that I am offering to the UK accommodation sector.

I have been trying to get to the bottom of what exact Owners and General Managers are needing during this time, considering all of the difficulties they face in just opening the doors.  This pandemic will change how our industry works and I really do think that outsourcing key aspects of work to outside experts will become the norm.

I should have more details to announce next week.

New Software Zoom Calls
I was delighted to ‘sit in’ with a hotel owner on a presentation by an ePOS software vendor.  Very interesting solution, one of the ‘new breed’ of solutions that are helping our industry come into the 21st Century.  However, lots to consider regarding their functionality and how this will fit/change the internal business processes of the business.  It is exciting though and it is great that the hotel owner has embraced the need to change, as a tool to enhance the customer service and better reporting capabilities.  It was very refreshing to work with such an individual.  This sort of research and questioning really exciting, as it can open all such possibilities of how the business can move forward, survive (especially now) and thrive!  It really gets me going as a ‘software’ geek.  Hopefully more to share later.

Hope I have not bored you too much.  If anything I’ve said catches your attention, then happy to have a chat.  You can call me on 07817838773 or book an appointment using the link on the main menu or fill in the contact form.  I promise I will contact you and follow up.


Track & Trace

Track & Trace Package for the Accommodation Sector
As our industry begins to emerge from a lengthy lockdown and taking very tentative steps in reopening, the key to maintain and develop our recovery efforts will be drilling down into the booking data.  Getting insights into what your figures are telling you will enhance decision making for your sales and marketing efforts, allow effective planning for your business operations and contribute to finance planning.

For this purpose, I am delighted to offer a Track & Trace Package to aid your recovery.  For a low monthly fee and for as long as you require it.  Click on the image below for more details, then book an appointment with me = click here to book your appointment online.



Farren | Helping Hotels


Many hotels and other accommodation providers have reopened their businesses across the UK.  This has definitely been a year to remember, for all of the wrong reasons – continuing economic uncertainty, increasing operating costs and of course, Coronavirus.  There was a sigh of relief when the reopening of the wider hospitality industry was announced.  The focus then was how do we implement the operating guidance to ensure our guests and team members feel safe to return to our properties.  This was no easy exercise.  The physical constraints of buildings probably do not help to navigate around a very challenging piece of adjusting operating models and it touched every department – from maintenance, housekeeping, kitchen, front of house, reception, reservations, leisure and spa.  For everyone out there involved, I commend you.

The Message
So, to get booker confidence to return, getting your ‘COVID Secure’ message out there was essential, across every customer ‘touch point’ – website, social media, guest communication, and ultimately, proof is in the pudding when guests turn up and begin to enjoy what you have to offer, albeit in a different guise.

So, what now?
Get the bookings back in and sustain your recovery.  Easier said than done.  Now it’s the turn of revenue managers to generate those bookings, working hand in hand with sales and marketing’s efforts.

Me Giving a Helping Hand
One of my long term clients was a luxury 4*, 49 bedroom hotel located in a Scottish secondary market.  The hotel offered luxurious rooms, great customer service, a top wedding and event venue and amazing food.

I was retained by the company to provide onsite revenue management support, as the Reservations Team were relatively inexperienced at the time.  In a nutshell, this is what I did, since revenue management is about the bigger picture and encompasses a lot of tasks:

> Adjusting the hotel’s PMS rate setup by automating a dynamic rate structure, so that the system automatically generated the most updated rates and promotions to enable anyone to quote them.
> A comprehensive rate structure review and creation of promotional rate calendar.
> A review of market segmentation, identifying what sectors were producing the business.
> Monthly production of month end actual performance.
> Production of operational forecasts.
> Mentoring the Reservations Team and developing their knowledge and skills.

Can I help you?  Book an appointment today =



These are hard times for the accommodation sector, no matter what type of property you own.  It’s been widely recorded in the media how much revenue the entire hospitality sector is losing.  These are challenging times indeed.  However, the positive note is that there are still bookers out there, willing or needing to travel for whatever their reasons, we just need to dig a little deeper in our efforts to get them to book.

So, for this reason alone, the need for your property to employ revenue management is needed more than ever.  It is critical that you need to re-evaluate your model to ensure crucial business functions remain in place for you take advantage of the current market trends.

Considering Outsourcing?
It is appreciated that owners are looking to cut their overheads just now.  It is only normal for businesses to do so, but don’t cut off your nose to spite your face.  There are crucial business decisions still to make and, if you don’t have the human resources in your team to make them, how can you move forward?

Consider outsourcing your revenue management requirements to a 3rd party consultancy.  Why? Well take a look why.

No recruitment process to adhere to
No payroll costs
You only pay for the services you require
Continuity of service
Contract and approach flexibility
Knowledge and expertise just when you require it – now!

So do you fancy a chat about it?  Book a consultation online today:


A really interesting article discussing what measures hotel/ accommodation providers can make to secure their market share and to ensure a “COVID-19” Secure message.

One being – “Companies should reduce their customers’ uncertainty and fear as much as possible by being generous regarding cancellations, refunds, and “rebookings.”

Do you think that hoteliers should be generous regarding the above? Or will this cause a shortfall in revenue in the future?