Meet The Team

The people who will never let you down!


We are a small, friendly and highly qualified team; we love what we do and we’re really good at it! 

Each of us has a background in the hospitality industry, and together we have clocked up over 100 years of hotel experience, whether in meeting and events, accommodation bookings, front of house, or event management.

Jo Marshall, Director, HotelSmart Bournemouth

Jo Marshall


Growing up in Somerset with a love of the Wurzels and a glass of scrumpy, Jo ventured into the hospitality industry when Bournemouth beckoned. She went on to work in many 3 & 4 star hotels, where she first met Kim Taylor, and together they developed a professional relationship – as well as a great friendship – when they purchased HotelSmart together in 2009.

Jo’s operational skills, which evolved through her various meeting, events and wedding organiser roles, are now utilised in the day-to-day running of the business. Her focus is great customer service. 

Out of the office, Jo is Mum to Katie and enjoys walking her two cocker spaniels Charlie and Alfie, especially on the beach or in the New Forest. She is keen to keep fit, and is learning Spanish where her new skill can be used with her love of sunny Spanish holidays.

Jo’s guilty pleasures are her love of dance music, cheesy comedy and Orange club biscuits – which are always available in the office biscuit barrel!

Kim Taylor, Director, HotelSmart Bournemouth

Kim Taylor


Born & bred in Bournemouth, Kim has worked in the hospitality industry since the early 80’s. The Mansion House in Poole was Kim’s last assignment before joining HotelSmart in 1996.

In 2009 Kim became co-owner of HotelSmart with Jo Marshall, since when the business has flourished. With her Sales and Business Development background, Kim oversees new business and ensures we maintain good working relationships with existing clients.

Out of the office, Kim loves spending time with family and friends. She is an avid cheese lover – with a glass of red or two, of course, and a proud Mum to Mollie, who is studying at University, and two adorable dogs – Alfie and Ozzie.

Chrys Mackay, Business Development Manager, HotelSmart Bournemouth

Chrys Mackay

Business Development Manager

Chrys has worked in the hospitality industry for more than 20 years, on both the hotel and the agency side.

With her vast experience in hotel sales, both locally and on a national basis, Chrys prides herself on delivering outstanding customer experiences.

Outside of the office, Chrys is passionate about cooking & baking and is often bringing in samples of her tasty treats; she also loves pottering in the garden and enjoys nothing better than relaxing with a good book and a large glass of chilled Chardonnay! 

Every client is assigned their own team member who will really get to know you, and will go that extra mile when it comes to meeting your exacting requirements. 

Rachel Phillips, Travel Team Service Consultant, HotelSmart Bournemouth

Rachel Phillips

Travel Team Service Consultant

With over 20 years in the hotel industry, Rachel joined HotelSmart in 2014 and has gained a wealth of experience in building up her venue knowledge and finding the best solutions for all our clients. With her infectious laugh, caring nature, and attention to detail our clients love speaking to Rachel, you know you are in good hands as she always goes the extra mile.

Outside of the office, Rachel leads a busy life and loves nothing better than spending time with her grown up daughter, family and friends. 

Denise Donoghue, Travel Team Service Consultant, HotelSmart Bournemouth

Denise Donoghue

Travel Team Service Consultant

Denise Donoghue is our longest serving member of staff; she joined HotelSmart in 2012 having spent a few years at home with her two young boys. Prior to motherhood, she worked in both Hotel Reception and Conference & Banqueting roles, mainly in Bournemouth. Her extensive knowledge of sourcing hotel venues and her professionalism makes Denise a valued member of the team. Her negotiating skills and relationship with hotels is second to none.

Denise enjoys camping in the summer, long country walks and tries to go running as often as she can, with an ambition to do the London Marathon (slowly!) one day.

Caroline Alderson, Account Executive, HotelSmart Bournemouth

Caroline Alderson

Accounts Executive

Caroline joined Hotelsmart in March 2016 in the role of Accounts, and has become an essential member of the team with her attention to detail and methodical approach.

Prior to joining HotelSmart Caroline had been working in the Hotel industry for 17 years. She is a mum of two gorgeous children and Barny the Westie, and is also a trained massage therapist.

Because we are a small team with an amazingly low turnover of staff you can be sure that you’ll be developing a lasting and very effective working relationship with us.

We all work tirelessly to match your budget requirements without compromising the quality of the accommodation we offer, saving your company time and money, and ensuring yours is a happy workforce too.

We put our customers first, pulling together and sharing knowledge to make us better at what we do, and creating an environment where individuality and creativeness is celebrated. Oh, and we do like to have fun!

Fantastic Level of Service

"HotelSmart have provided exactly what we require at a price and service that suits our clients and our business model. As a company with over 130 field staff, our demand for a robust and user friendly supplier for accommodation bookings for our nationwide network of employees was seen as a real challenge. HotelSmart ticked every box."

Telecommunications service provider, Chippenham

Professional & Friendly

“The service is professional and the input that HotelSmart has had on the overall field service to our customers has improved. The well-being of our engineers is at the forefront of our business; HotelSmart has increased the standard and eradicated totally the day-to-day stress of locating and booking quality accommodation."

Telecommunications & Data Technology company, Glasgow

Easy to deal with

“It has been a pleasure working with you and your clients over the past few years, and I hope that your business continues to grow … you really have been one of the nicest and easiest travel companies I have ever worked with."

Lance at the Statham Lodge Hotel, Cheshire

Saved us hours each week

“We find your staff very friendly and always happy to help. Any queries (not that there are many) are dealt with swiftly. We are very happy that we came across your website and would recommend you to anyone looking for this kind of service. HotelSmart has saved us hours each week looking for hotels for our engineers"

Maintenance Engineering company, Bury

Helpful & Efficient

“HotelSmart provide an excellent service and regularly support us with finding and booking accommodation. They are always helpful and efficient and work hard to get us the best possible deal.  I would highly recommend them!”

A University

Perfect Location

“Thank you so much for finding such an excellent hotel for us and at such an amazing price too. Everyone was very pleased with their rooms and the staff was so nice and accommodating. The location was just perfect and set in lovely countryside all around.”

Group travel client

I have used them for 10 years

“I suggest you work with HotelSmart to source a venue for you.

 I have worked with them for over ten years ... if you brief them with what you need, budget etc they will help you. It's a free service and I could not do my job without them!”

A happy client

Hard Work & Patience

“Thank you for all your hard work and patience on this venue search and getting the discount ... We are so pleased with you - we would have had to cancel if you couldn't arrange this.”

Another happy client

I am Greatly Impressed

“I am an experienced Government traveller having had variable responses with larger Hotel Booking Agencies. I called the contact number provided with similar expectations - instead I was met with courtesy, professionalism and quick responses. I am greatly impressed. Kim's support & assistance is complemented well by the excellent in-service team who deliver quietly and efficiently


“Jo, you are an absolute lifesaver!!

 Thank-you so much, you and your colleagues really do know and demonstrate the meaning of brilliant service. Very grateful indeed...”



We are having some problems with our contact form; please call or email us for a prompt response to your questions or enquiry. Apologies for any inconvenience.

Call us on:
01202 533363

Talk to:
Kim Taylor
Jo Marshall

Office hours:
Monday-Friday: 9am-5pm
Closed Saturday & Sunday

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