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At Independent Hotel Show, the conversation around people and culture took centre stage. In one of the most insightful sessions of the event, speakers including Amy Gleadow, General Manager at Kaleidoscope Collection, Emma Frayling, PR and Communications Manager at Visit West, and Lewis Collins, Director of Marketing and Communications at Kaleidoscope Hotels, explored how authentic culture is becoming a defining strength for independent hotels. 

Across the session, one idea was repeated with clarity. Teams are not motivated by slogans or surface-level benefits. They are motivated by genuine connection, shared purpose, and leaders who create a workplace that feels supportive and meaningful. 

In today’s competitive labour market, culture has become a true superpower. 

Why Culture Now Matters More Than Ever 

Recruitment challenges remain, but the speakers agreed that the path forward is rooted in belonging, not just compensation. People want to feel part of something. They want to work for organisations that live their values and prioritise well-being alongside performance. 

Strong internal culture does not just attract talent. It also protects it. 

Authenticity, transparency, and humanity are becoming essential parts of the modern employee experience. 

Empowerment Builds Loyalty 

During the session, the panel highlighted the importance of empowering teams to be themselves, bring forward ideas, and take ownership in their roles. 

When staff feel trusted and supported, retention naturally increases. Hotels that encourage creativity and personal input tend to build more committed, confident teams. 

Empowerment is no longer a leadership style. It is a business strategy. 

Leadership With Heart 

Another theme that resonated strongly throughout the discussion was the importance of human-centred leadership. Culture, the panel noted, is not created through statements. It is created through daily behaviours. 

Leaders who listen, communicate openly, and create psychological safety foster environments where people want to stay and grow. 

This type of leadership directly impacts guest experience, too. Staff who feel valued are more likely to deliver service that feels warm, personal, and memorable. 

Growth, Learning, and Progress 

The speakers also highlighted that long-term development is a crucial factor in retaining talent. When people can see a future within a hotel or group, they are more motivated to invest their energy and creativity. 

This includes creating clear pathways, offering training, and enabling teams to expand their skills across departments. Growth fuels engagement. 

Hotels that champion learning create cultures where staff feel excited about what comes next. 

Culture has become one of the most powerful competitive advantages in hospitality. It shapes reputation, strengthens performance, and ensures that teams feel proud of where they work. 

Independent hotels, with their individuality and close-knit environments, are perfectly positioned to lead this shift. 

When culture is authentic, and people feel valued, they stay, they grow, and they deliver extraordinary experiences that guests remember. 

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