Welcome Our New Manager, James Gardiner

We’re delighted to introduce James Gardiner, the new General Manager of Hotel Indigo Exeter. With a genuine love for great hospitality and a natural way with people, James brings both quiet confidence and thoughtful leadership to our hotel. His journey through the world of hotels and his vision for creating memorable, feel-good stays allow him to bring a fresh perspective as we navigate through 2026. We sat down with James to get to know the person behind the role and what’s shaping this exciting new chapter for Hotel Indigo Exeter.

Tell us a little about your career journey so far, and what led you to Hotel Indigo Exeter.

My career in hospitality has spanned nearly 30 years, working across a wide range of hotels from large, complex city-centre operations to lifestyle brands, airport hotels, extended-stay properties and coastal destinations. I’ve been fortunate to lead businesses of all shapes and sizes, including pre-openings, flagship properties and hotels navigating periods of real challenge and change.

What’s been consistent throughout is my focus on strong teams, commercial performance and delivering memorable guest experiences. Having worked extensively with brands such as IHG, Marriott and Hyatt, I was really drawn to Hotel Indigo Exeter because of its individuality, its strong sense of place and its connection to the local community. Returning to Devon in this role following my previous role working in Ireland feels like the perfect blend of professional opportunity and personal pride.

What first drew you to hospitality, and what has kept you passionate about it over the years?

Hospitality appealed to me early on because it’s all about people. No two days are ever the same, and at its best, this industry has the power to genuinely impact how people feel, whether they’re travelling for business, celebrating a special occasion, or discovering a city for the first time.

What’s kept me passionate is the energy of the teams I work with and the challenge of constantly raising standards. I love building cultures where people feel supported, developed and proud of what they do. When you get that right, the guest experience follows naturally and that’s incredibly rewarding.

What excites you most about stepping into the role of General Manager at Hotel Indigo Exeter?

Hotel Indigo Exeter is a truly distinctive hotel, and that’s what excites me most. It’s not just somewhere to stay, it’s a reflection of the city’s character, creativity and history. The opportunity to lead such a unique property, while shaping its future growth, is incredibly motivating.

I’m particularly excited about working with the team to build on the hotel’s reputation, strengthen its commercial performance and continue to deliver experiences that feel personal, authentic and locally inspired.

What do you think makes Hotel Indigo Exeter stand out within the city’s hospitality scene?

Hotel Indigo Exeter stands out because it doesn’t feel generic. From its design to its storytelling and its food and beverage offerings, everything is rooted in the local area. Guests don’t just visit Exeter, they experience it through the hotel.

That sense of individuality, combined with the quality and consistency of an internationally recognised brand, gives Hotel Indigo Exeter a real edge in the city’s hospitality scene.

What does a great guest experience mean to you, and how do you aim to deliver that consistently?

For me, a great guest experience is about consistency, authenticity and attention to detail. It’s about anticipating needs rather than reacting to problems and making every guest feel genuinely welcomed and valued.

Consistency comes from strong leadership, clear standards and well-trained, engaged teams. I believe in leading from the front, being visible, and empowering people to make decisions that enhance the guest journey. When teams feel trusted and supported, that care is reflected in every interaction.

How important is it for the hotel to connect with the local community, and are there any plans to strengthen those ties?

Connecting with the local community is absolutely vital, especially for a brand like Hotel Indigo. The hotel should feel like part of the neighbourhood, not separate from it.

I’m passionate about building strong local partnerships, supporting local suppliers and creating opportunities for the community to engage with the hotel, whether through events, collaborations or sustainability initiatives. Strengthening those ties not only benefits the business but also enriches the experience we offer our guests.

When you’re not at work, how do you like to spend your time?

When I’m not at work, I enjoy making the most of being back in Devon, spending time outdoors, exploring the coast and countryside, and enjoying good food and drink with family and friends. I value downtime when I can get it, but I also love discovering new places and supporting local businesses, which often ends up feeding back into my work in hospitality.  I am also very much into my music and play guitar in a band.  You never know, I might even play a little concert at the hotel one day!