The team had a lovely visit to Champneys Eastwell Manor Hotel, a luxury spa resort located in the heart of Kent, England. This historic property is set within a stunning manor house surrounded by 3,000 acres of picturesque countryside, offering guests a serene and indulgent retreat. It was great to catch up with James McComas, General Manager, scroll down to find out more about his experience in the industry and the history of Eastwell Manor. 

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Tell us about yourself and your experience in the hospitality industry.

I've been in hospitality for nearly 25 years. It all started when I was 15, doing work experience at the Best Western Royal Chase in Dorset, near where I grew up. At the time, I was unsure of my path, but a suggestion from my dad, inspired by a recent holiday, led me to try working in a hotel. I spent two weeks in housekeeping and immediately loved the environment, the camaraderie, and the sense of teamwork. It felt right. Watching the managers inspired me, I wanted to be like them. From there, I never looked back.

I transitioned into food and beverage roles, filling school holidays with work, and eventually pursued a degree in International Hospitality and Tourism Management at the University of Surrey. I thrived in the practical aspects, working in student union bars, contract catering, and even landing a placement in a five-star resort in Vail, Colorado. That experience introduced me to large-scale luxury operations and left a lasting impression.

After graduating in 2007, I joined Accor and moved to New Zealand, starting as a bar manager at the Novotel in Queenstown. I spent five incredible years there, transitioning from the lively atmosphere of Queenstown to the quieter town of Picton, at the heart of New Zealand’s ferry links. Each step has deepened my passion for hospitality and strengthened my skills across diverse environments.

What piece of advice would you give to someone wanting to pursue a career in the hotel sector?

Try as many areas as you can. Hospitality isn’t limited to reception, F&B, or meetings and events, there are roles and career paths for almost any passion or skill. Whether it’s floristry, groundskeeping, fitness, sales, or tech, there’s an avenue for you in this industry. Once you're in, remember there’s more to hospitality than what’s right in front of you. Explore wider support networks like the Institute of Hospitality or Master Innholders, they can offer guidance, opportunities, and a sense of direction. Hospitality is about more than just the day-to-day; it’s a sector full of growth and possibilities.

How have you successfully integrated new products or services into existing operation at Eastwell Manor?

Over the last four years at Eastwell Manor, we’ve introduced several successful initiatives. Initially, it was about reopening post-COVID and understanding the property and team. Once we stabilised, we began testing and embedding new ideas.

One example is partnering with Sail & Peg to install elegant sailcloth marquees. These have increased wedding capacity from 85 to 180 and have also been used for corporate events, charity launches, and car shows. It’s been a significant win for us.

Another project was repurposing our nine-hole golf course, which was no longer viable, into rewilded grounds with wildflower meadows, bee hives, walking paths, and luxurious picnic spots. Guests can book a semi-private picnic experience, complete with a setup in a secluded area, a QR code for service requests, and no time pressure. This has grown from 20 picnics in the first year to 150 this summer and offers guests a unique, peaceful way to extend their stay.

These innovations have enhanced both our offerings and guest experiences, proving incredibly successful across different markets.

What strategies have you used for recruitment and retention? Are there any initiatives you have used to ensure that your staff are engaged and motivated?

Shortly after I started at Eastwell Manor, we introduced a reward and recognition scheme centred around the Golden Pheasant motif. Team members can earn wristbands for going above and beyond, like excellent guest engagement or covering shifts. Collecting 10 bands earns a Golden Pheasant badge, and 20 bands earn a special tie. It’s been a great way to foster pride and recognition internally, outside of things like TripAdvisor reviews.

We’re also focusing on team wellness with initiatives like “Time for Tea, Time for Me.” On the last Tuesday of each month, we set up a space with tea, coffee, and wellness resources like guides on mental health and financial well-being, and team members can sign up for time slots to relax or learn something new.

Other initiatives include monthly afternoon teas for birthdays, quarterly family lunches, and a summer party with activities like BBQs, bouncy castles, and ice cream vans. These events are designed to engage as many people as possible and provide a relaxed, enjoyable atmosphere for staff and their families.

Can you describe the design of Eastwell Manor, have you got any favourite design features in the property?

Eastwell Manor was originally built in the 1500s and was rebuilt in the early 1900s in Tudor style, with distinctive features like leaded windows and turrets. The property includes 53 Victorian-style bedrooms located in former stable blocks. A favourite design feature is the grand staircase, especially at Christmas with a massive garland and tree. The gargoyles along the staircase, holding candleholders, are also a unique touch. Another favourite is the large fireplace in the Gardenia restaurant, creating a magical ambiance during busy times.

The property is rich in history, with hidden features like old coal receiving points in the basement and old lintel walls hinting at past rooms. The turrets, though boarded up, intrigue me as they remain largely unexplored. You can find historic photographs and guest books, some dating back to 1904, which offer a glimpse into the manor’s past. It became a hotel in 1982, but its history dates back much further, including connections to Queen Victoria’s son, Prince Alfred, and the Queen of Romania, Marie, who was born there, so there is a lot to unfold.

At Independent Hotel Show London this year the theme was Beyond the Hustle and Bustle; how would you describe the wellness offerings at Eastwell Manor?

Wellness expectations have evolved significantly in recent years. Champneys has always been ahead in focusing on wellness, particularly in food and fitness, offering things like the iconic "Champneys plate" for balanced nutrition. Recently, there's been a growing demand for more holistic wellness experiences like sound baths and meditation retreats. These go beyond the physical, incorporating mental peace and calm.

Guests now expect wellness to be an immersive experience throughout their stay, not just limited to activities. This includes options like different pillow mists for better sleep and access to unique reading material. There’s also an increasing desire for non-tech experiences, where guests seek to disconnect from their everyday lives. However, there’s also a paradox: some guests want to get away from tech, while others integrate it into their wellness routine.

The challenge lies in balancing diverse guest expectations. We have spa guests who seek pampering, event guests who enjoy a livelier atmosphere, and transient guests who look for relaxation with some indulgence. Each group comes with different needs, but all seek a meaningful, restorative experience.

Have you ever attended the Independent Hotel Show? Is there anything you particularly value about the show?

Yes, I’ve attended the Independent Hotel Show many times, and there are three main things I particularly value about it. First, the seminars are always of interest, and it’s a great opportunity for learning. It serves as a reminder that there’s so much more to our work than just the building, the property, or our guests— the industry is vast, and that really comes through at the show. Second, it’s a chance to reconnect with industry colleagues and catch up, which provides valuable perspective, something that can easily get lost in the day-to-day running of a hotel. And third, it’s a great opportunity to discover new things, trends, and suppliers, or even just catch up with existing ones. It’s always helpful to go with a few specific things in mind, looking for solutions to current challenges.

If Eastwell Manor had a theme song, what would it be?

We almost do have a theme tune, actually. Andrew Lloyd Webber composed a piece of music about Eastwell Manor, specifically about the gardens. It's called The Gardens of Eastwell in Springtime, a beautiful string piece that's about two and a half minutes long.

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