Adelina Misina, Head of Guest Experience at The Reach at Piccadilly, shared with our Content Writer, Meghna Kanwar, her insider strategies on elevating guest experience. From personalised touches to cutting-edge innovations, she reveals what truly sets a remarkable hotel experience apart.
MK – Can you share your journey in the hotel industry and what led you to your current role at The Reach Hotel?
Adelina Misina, Head of Guest Experience, The Reach at Piccadilly
AM – I’ve spent the last 13 years working in the hotel and hospitality industry, gaining experience with brands such as Jurys Inn, Marriott, IHG, Kimpton, and DeVere across various guest experience roles. Joining the opening team at The Reach was a fantastic opportunity to work under the Marriott Tribute Portfolio umbrella while contributing to creating a unique, Manchester-inspired experience for our guests. We’ve been dedicated to providing an authentic and local offering, from the hotel’s design to the local partnerships and menu items.
MK – What were some of the biggest challenges you faced during the pre-opening phase of The Reach Hotel, and how did you overcome them?
AM – One of the biggest strategies within opening was exploring and solidifying the right local supply network that aligned with our brand, values, and vision for The Reach. As we wanted to create a carefully crafted experience built on the city’s industrial heritage, it was therefore important to source local products, giving our guests the best we could.
A key challenge was the opening delays we experienced; having plans postponed, we had to be flexible and adaptable to changes and adjust our operations accordingly, with clear communication to all partners and teams involved.
MK – How do you ensure that both back-of-house and front-facing operations align to create a seamless guest experience?
AM – We have implemented various processes to ensure that our back-of-house and front-facing operations work together seamlessly. These mainly include open, clear communication and collaboration between all departments, which helps us identify potential issues and find solutions together.
We hold regular meetings to discuss performance, identify areas for improvement, and celebrate successes. We also provide cross-training opportunities for our team members so that they have a better understanding of each other’s roles and responsibilities.
MK – What strategies do you implement to maintain high standards of guest satisfaction and service excellence?
The Reach at Piccadilly
AM – We strive to create a culture amongst teams here at the hotel, with regular reward and recognition of team members and individuals providing excellent service or getting highlighted in reviews.
We continuously gather guest feedback to refine our offerings and ensure they meet evolving needs. Additionally, we incorporate insights from employees and managers to ensure our training programs remain relevant and effective.
MK – What future developments do you envision for The Reach Hotel, and how will they enhance the guest experience?
AM – We’re always looking for ways to improve and adapt our offerings based on guest feedback and industry trends. We’re excited to launch new seasonal menus at our restaurant, Lock 84 and host special events such as themed supper clubs.
We’ll continue to strengthen our ties with the local community and trusted local suppliers – exploring more opportunities with local partners to create new and unique experiences for our guests.
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Michelle Thomas, Head of Experience at Lamington Group, sat down with our Content Writer, Meghna Kanwar, to share her insights on shaping exceptional guest experiences across the brand’s diverse portfolio. From embedding sustainability into daily operations to leveraging technology for seamless stays, she discusses how Lamington Group’s commitment to whole-life net zero and guest-centric hospitality drives innovation.
MK – As the Head of Experience at the Lamington Group, what does your day look like?
MT – Lamington Group is an independently owned, family run business, so as Head of Experience my days vary widely. I focus on ensuring guest satisfaction throughout their journey. For all of our brands room2 Hometels, Lamington Apartments and our holistic co-working space – Mission works. Mornings might involve property development meetings to shape future designs, while midday is spent reviewing interior projects to align with our brand vision. In the afternoons, I help lead team training initiatives to empower staff in delivering exceptional service. I also visit our Hometels regularly to connect with teams and guests, gaining firsthand insights into their experiences. I am also heavily involved in the development of an exciting new brand.
Michelle Thomas, Head of Experience, Lamington Group
MK – What innovative practices or amenities have you introduced at Lamington Group properties to enhance the overall guest experience?
MT – In my six years at the Lamington Group, I’ve contributed to our growth and enhanced our unique Hometel offering. While I don’t claim sole credit, I champion our brand values in every decision. I’m particularly proud of fostering a culture of emotional intelligence within our team, helping us understand and anticipate the needs of guests and staff for personalised experiences. For example, I’ve introduced tailored touchpoints like complimentary fruit and water on arrival, aligning with our commitment to sustainability and authentic hospitality. This focus on consistent execution of our values has transformed experiences for both our team and guests.
MK – How do you ensure that sustainability efforts are seamlessly integrated into the everyday experiences of your guests?
MT – Sustainability is deeply embedded in everything we do—it’s not an added effort but an integral part of how we operate. For example, we’ve introduced occupancy sensors in our rooms, a small but impactful innovation. These sensors not only help reduce energy consumption by ensuring lighting and heating are used efficiently but also allow our housekeeping teams to work smarter. By signaling when a room is unoccupied, we minimise the chances of disturbing guests, creating a seamless balance between operational efficiency and guest comfort. Initiatives like these ensure sustainability is naturally woven into the guest experience, enhancing it without compromise.
We also put practices in place to eliminate single use plastics and a feature guests love is our empty milk bottles in each room, where guests can choose and collect a choice of fresh and alternative milks.
MK – Can you share a success story where your sustainable initiatives significantly impacted guest satisfaction?
MT – One notable success story is our custom recycling solution for in-room cooking facilities. Recognising the need for a practical and aesthetically pleasing waste bin for general, recycling, and food waste, we designed our own when suitable options weren’t available. This allows guests to easily separate their waste, supporting our recycling efforts without them realising the thought behind it. The seamless integration aligns with our sustainability goals and has received positive feedback from guests who appreciate the convenience and eco-friendly approach. It demonstrates how small design choices can significantly impact both the environment and guest satisfaction.
MK – Can you describe how Lamington Group’s commitment to whole-life net zero standards influences the guest experience across your various brands?
MT – Lamington Group’s commitment to net zero standards enhances the guest experience by blending sustainability with comfort. We care about guest feedback-both positive and constructive-to improve our services.
Our properties maximise energy efficiency and use renewable energy, providing comfortable stays that align with guests’ values. This approach makes their experiences meaningful and memorable while contributing to a greener future. We want to inspire a more sustainable living.
MK – In what ways do you gather and utilise guest feedback to continuously improve the experience across room2, Lamington Apartments, and your other brands?
MT – We combine technology and personal interaction to gather guest feedback across room2, Lamington Apartments, and other brands. Using apps and feedback platforms, we monitor input in real time. Our general managers also play a key role by reviewing feedback daily and engaging with guests face-to-face, which helps us understand their experiences better. This blend of digital tools and personal engagement allows us to address concerns and refine the guest journey continually.
MK – What role does technology play in creating memorable and seamless experiences for your guests?
MT – We are very forward thinking in our approach and want to adopt the latest technologies to drive efficiency and guest experience.
Technology is key to creating seamless, personalised experiences. Our MEWS PMS helps us recognise returning guests, acknowledge loyal members, and tailor stays to their preferences. By streamlining operations and enhancing personalisation, we ensure every guest feels valued and leaves with a lasting positive impression.
MK – Looking forward, what are your plans for further enhancing the guest experience while maintaining your commitment to sustainability?
MT – Our focus is on continuously listening to guests and upholding the true art of hospitality. We aim to lead the way in reducing waste across the industry, showcasing sustainable practices that enhance the guest experience. Additionally, we’re committed to promoting hospitality as a dynamic and rewarding career, ensuring both guests and staff benefit from our innovative, values-driven approach.
Our guests and our planet are at the heart of every decision we make.