What if the front of house held the secret to unforgettable guest experiences?

In this episode of our mini-series with The Montague on the Gardens, part of the Red Carnation Hotel Collection, I sit down with James, the hotel's Front of House Manager. We walk through the property, exploring the rooms, suites, and the finer details that make this London hotel stand out.

From elegant interiors and thoughtful renovations, to in-room technologies and concierge services, James shares how his team balances tradition with modern guest expectations. We discuss what it takes to deliver highly personalised service, how technology supports but never replaces human touch, and why attention to detail across every department defines the guest journey.

What You'll Learn

- Hospitality in Practice: How front of house teams create lasting first impressions and seamless stays.

- Blending Old & New: The role of design, renovation, and technology in shaping guest experiences.

- Personalisation at Scale: Why tailored concierge services are the hallmark of true luxury.

James's perspective reminds us that while hotels evolve with new technologies and trends, it's people and personal service that turn a stay into a story worth remembering.

Travel Market Life is one of FeedSpot's top Hospitality Podcasts and is produced by Urban Podcasts.