​Episode 24 - Robin Sheppard on Bespoke Hotels, Accessibility, and Lessons from the Hospitality Industry

Episode 24 of the Ceres Podcast welcomes Robin Sheppard, founder of Bespoke Hotels, whose compelling story blends resilience, humour, and business acumen. Host Stelios dives deep into Sheppard's remarkable career, offering listeners a masterclass in hospitality innovation and a firsthand account of navigating personal and professional challenges.

Robin Sheppard's journey into hospitality began with a sink-or-swim moment in a West Country hotel at just 15 years old. From there, his career flourished, culminating in Bespoke Hotels, a collection of unique properties designed to celebrate individuality—a stark contrast to the homogenised chains that dominate modern high streets. Sheppard says, "We strive for great hospitality where staff are genuinely thrilled to see you."

The episode takes a poignant turn as Sheppard shares his battle with Guillain-Barré Syndrome, a debilitating illness that left him temporarily paralysed. This life-altering experience shaped his outlook and fueled his passion for accessibility in hospitality. "Why don't we have disabled suites that are beautiful, joyous, and aesthetically delightful?" he challenges, describing his mission to redefine how hotels accommodate guests with disabilities.

The discussion also delves into boutique hotels' economic pressures in a rapidly changing industry. From Brexit to the rise of Airbnb, Sheppard provides candid insights on the challenges and opportunities reshaping hospitality. His views on online booking platforms like Booking.com—"fantastic but dominant"—reflect his pragmatic approach to industry disruptions.

Listeners are treated to anecdotes that highlight Sheppard's wit and wisdom. One standout tale recounts his first management role, where he turned an angry customer into a lifelong advocate for the hotel by simply listening and responding with genuine care. "Complaints," he notes, "are opportunities to regain trust."

The episode is more than a business discussion; it celebrates human connection, adaptability, and the enduring spirit of hospitality. Sheppard's humour and humility shine through, whether he's recalling missteps from his youth or tackling big-picture issues like accessibility and economic trends.

This episode offers invaluable lessons and heartfelt inspiration for small business owners, food industry professionals, or anyone fascinated by making people feel at home. Tune in to discover why Robin Sheppard believes in creating not just hotels but experiences worth cherishing.