Recognising hospitality vs hotel admin
BGAM Hospitality tackles team wastage to save costs and drive revenue
A podcast episode exploring how Kenilworth Hotel used Eccobell's Belle platform, deployed via in-room QR codes in August 2025, to shift front desk workload from admin tasks to genuine hospitality.
Photo by Hoteliers' Voice Podcast/ Haynes MarComs Ltd
The front desk at Kenilworth was handling a high volume of guest requests that had nothing to do with hospitality. The cost was not just operational, it was cultural. Staff felt like a switchboard, not a team.
Joined by Nick Rubin Chief Strategy Officer at BGAM Hospitality and Daniel Ojeme Co-founder, CEO and CTO of Eccobell Limited, in this episode we look at
How to recognise pain points in team morale
Identifying hospitality vs administrative tasks
Utilising tech to support hotel teams
Providing better services to guests
Belle went live at Kenilworth in August 2025 via QR codes placed in every guest room, stuck to the wall in a prominent position. Guests scan the code with their mobile phone, which opens the Eccobell web app directly in their browser. Belle lives on that web app.
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]