Last Mile Revenue at The Q Hotel Collection
How this UK hotel group empowers its teams with personalised offers to its guests and drive revenue performance growth bit by bit
Q Hotels achieved nearly 40% uplift in incremental revenue by training front office staff to upsell systematically at check-in.
Photo by Hoteliers' Voice Podcast/ Haynes MarComs Ltd
We talk a lot about digital channels, distribution and pricing strategy, but what happens when the guest actually walks through the door? In this episode of Hoteliers’ Voice, I sit down with Gail Peters from the Q Hotels Collection and Geoffrey Toffetti from Frontline Performance Group to explore what they call “last mile revenue”.
With 19 four-star hotels across Great Britain, Q Hotels had the scale, the rooms and the opportunity. What they needed was consistency, visibility and a structured way to empower front office teams to enhance the guest experience while driving incremental revenue. The result has been a people-first programme that blends technology, training and recognition in a way that is delivering measurable impact.
What You’ll Discover
- What Last Mile Revenue Really Means: Why check-in is your final opportunity to influence room revenue and enhance the guest journey.
- From Inconsistent Upselling to Structured Success: How integrating with the PMS, training “champions” and setting clear targets created alignment across 14 hotels.
- The Commercial Impact of Empowered Teams: How Q Hotels achieved just under 40% uplift in incremental revenue and set sights on a 1 to 2 percent RevPAR impact.
What stands out most is the virtuous cycle. When expectations are clear, performance is visible and success is shared, guests enjoy better experiences, staff see the benefit in their pay packets and hotels unlock revenue that would otherwise be left on the table.
If you are an independent hotelier wondering how to drive incremental spend without relying solely on digital tactics, this conversation offers a practical blueprint grounded in real results. Technology matters, but as this episode makes clear, people remain the last mile.
About Hoteliers' Voice
Hoteliers’ Voice is a podcast and event series offering a rare, "behind-the-curtain" look at the hospitality industry, featuring candid conversations with leaders from world-class brands like Radisson, Virgin Hotels, Red Carnation Hotels, and management keeping operations ticking to deliver exceptional guest experiences.
Hosted by Ryan Haynes. The podcast explores innovation and managing the delicate balance between cutting-edge technology and authentic human service. With interviews of General Managers and department heads, it provides practical insights into how tools like AI, PMS, and social media can empower staff to deliver exceptional experiences, as well as adapting processes to new approaches. It is an essential resource for professionals seeking peer-led strategies to elevate modern guest-centric hospitality.
Media Contact
Ryan Haynes
HOST | Director | Lead Consultant [email protected]