Last Mile Revenue at The Q Hotel Collection

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 Haynes MarComs Haynes MarComs is a hospitality technology marketing and PR strategic consultancy and in the past decade has supported and consulted leading tech companies in PMS, RMS, ePOS, booking engines, Marketing, Hotel Representation, CRM, and AI. Haynes MarComs focuses on commercial objectives to support the KPIs for real growth that actually hit the bottom line.

Author and publisher of Hoteliers’ Voice Podcast sharing real insight from hoteliers and hospitality professionals in regular weekly episodes on Spotify, LinkedIN, Apple and other podcast channels