Key takeaways from HOSPACE 2024

The HOSPACE 2024 conference, hosted by the Hospitality Professionals Association (HOSPA) on 14 November at the Royal Lancaster London, marked a milestone in an unexpectedly positive year for UK hospitality. With record attendance exceeding 600 leaders and innovators, the event delivered critical insights and discussions on the industry’s evolving landscape. 

This year’s themes centred on economic resilience, technological advancements, sustainability and inclusivity, offering a comprehensive view of the challenges and opportunities ahead.

Economic insights and future trends

Economist Thomas Pugh from RSM opened the conference with a tailored macroeconomic analysis. His insights emphasised the importance of understanding factors like inflation, consumer confidence, and geopolitical shifts. According to Pugh, hospitality businesses must adapt to these variables to navigate 2025 effectively. Data-driven decisions, especially in areas like household spending and employment trends, will be crucial for staying ahead of the curve.

Kate Nicholls, CEO of UKHospitality, reinforced these themes in her discussion with The Caterer’s James Stagg. Her session – Navigating the New Normal – highlighted emerging challenges and the importance of sustainable growth strategies in an environment of constantly shifting policies.

Technological innovation and cyber-security

Another one of the sessions featured Neal Stone, a design pioneer known for British Airways’ flatbeds. His session explored how automation and design innovation can transform guest experiences – beyond the standard room and lobby designs, to get the audience thinking about the design of their websites or menus. Complementing this, cyber-security expert Nikhil Desai addressed critical data security practices, an essential topic as the industry becomes increasingly digital.

Workshops on AI applications also underscored the growing role of technology in operational efficiency and guest service personalisation. From AI-driven revenue management to mobile-friendly guest interactions, technology’s role in enhancing profitability and customer satisfaction was a recurring theme.

Revenue management and strategic profitability

Effective revenue management remains a cornerstone for success. Gemma Hynes, client services director at Net Affinity, was part of a panel on maximising profit potential, emphasised data-driven strategies, loyalty programmes and channel optimisation. She stressed that focusing on profitability and leveraging the right technology stack can streamline operations and boost margins.

Hynes said: “Hotels need to be flexible, data-driven and customer-focused. Data-driven decision-making gives you that guidance that you’re on the right path, rather than simply taking a chance on something. Likewise, channel optimisation – which is, again, using data to inform your decisions – ensures your marketing efforts are focused on those that are making the most difference to your business. Hotels should also focus on the technology they are using to make sure they’re leveraging the right software, data analytics and even AI to monitor key performance indicators and make those all important data-driven decisions.

“Loyalty should be another big focus. Reward and engage with those customers who are fans of your offering and keep them coming back for more. Loyal customers can work wonders in driving direct bookings, which offer a lower cost per acquisition. And direct bookings are also driven by a strong brand – so focus on that, too. If you have an authentic brand that stands out, it will encourage people to come to you directly and bypass the OTAs.”

She added: “We’re moving towards a future in hospitality where guest preferences, technological innovation and sustainability will drive marketing and revenue management strategies. As guest expectations and technology evolve, hotels that invest in these areas will be best positioned to thrive in an increasingly competitive landscape. A recent example of this is the growth of mobile bookings, which is set to continue; in 2024, Net Affinity has already seen 61% of transactions taking place on mobile devices.”

The workshop section of the conference

Revenue Optimisation: Strategies for navigating economic fluctuations

AI Integration: Practical applications for finance and service operations

Localisation Techniques: Enhancing guest loyalty through personalised, locally-grounded experiences

Inclusivity and leadership in hospitality

Inclusivity was another focal point. In a panel led by Lorraine Copes, founder of Be Inclusive Hospitality, speakers emphasised that true inclusivity requires both diversity and signals of upward mobility for marginalised groups. Senior leaders were urged to actively foster environments where all employees feel valued and have pathways to growth.

Jane Grammer from The Dorchester Collection shared best practices for measuring inclusivity success, including bi-annual surveys to track employee experiences and detect potential discrimination. Such data can guide meaningful policy improvements.

The closing Leaders’ Panel, featuring executives from Corinthia Hotels, Crerar Hotels, and The Sloane Club, further underscored the importance of mentorship and open-door leadership. They highlighted how strong leadership not only drives business resilience, but also shapes the next generation of hospitality professionals.

Raising the bar for industry collaboration

The event wasn’t just about insights – it also fostered collaboration and community support. Over £5,300 was raised for Hospitality Action, a charity that supports hospitality workers, at this year’s HOSPACE. 

Key trends for 2025

Several emerging trends from HOSPACE 2024 point to a transformative year ahead, and include:

Guest experience evolution: From mobile-first strategies to ancillary service innovation, personalising guest journeys remains paramount

Data-driven decisions: Economic forecasts and real-time data will guide strategies in an uncertain market

Sustainability and inclusion: These aren’t just buzzwords but essential pillars for long-term success

Reflecting on the event, HOSPA CEO Jane Pendlebury, said: “HOSPACE 2024 underscored the dynamism, resilience and forward-thinking spirit of our industry. From discussions on AI and revenue management to panels on inclusion and localisation, this year’s event offered invaluable insights and a powerful platform for collaboration. 

“We were thrilled with the turnout and the calibre of discussions that took place, further solidifying HOSPACE as the essential gathering for hospitality professionals.”