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JULY/AUGUST 2014
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refurbishment | housekeeping
technology | food and drink | news and views
Hotel Business
www.hotel-magazine.co.uk
THIS MONTH
12
Does the
EXTERIOR
Let’s Go Outside
Al fresco dining secrets
13
Next Please!
Keep control at check-in
14
of your
HOTEL
need a
FACELIFT?
Don’t Miss a Spot
Focus on hygiene
20
Supply and Demand
Find the best suppliers
03
08
10
18
NEWS
BIG INTERVIEW
REFURBISHMENT
SIX OF THE BEST:
LINEN
21 HOTEL CLINIC
22 LAST WORDS
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top story
Welcome to the
July/August issue
of Hotel Business
magazine
While the World Cup may not
have been as profitable for your
establishment as you would’ve
liked, (the less said about that,
the better), there is still a
multitude of opportunities that
can be maximised come summer.
The industry looks set for a
buoyant season with experts
predicting that hotels across the
country will see a rise in
occupancy from those embracing
all Great Britain has to offer.
If the weather decides to play
ball, guests will be desperate to
head outside to enjoy the
weather. Retain their custom for
longer with an appealing summer
menu, perfectly suited to your al
fresco setting (p12).
This is my last issue at the
helm of Hotel Business; after
being thrust into the heart of the
hotel industry fresh from the
comfort of university, three
enjoyable years later and I’m
leaving this title filled with an
immense passion and respect for
the sector and all the people
working in it.
Have a great
month
Zoe Monk
Editor
@hotel
_business
Brit Staycation Trend Set to Boost
UK Economy by £15bn
Hoteliers to benefit from more Brits holidaying at home in 2014
T
he demand for Staycation breaks is set to
reach record levels, as three quarters (74%)
of Britons choose to spend their holiday
in the UK this year.
This is the fifth consecutive year that the
Staycation trend has grown and according
to the 2014 Travelodge holiday index, the
economy is set to receive a welcome
boost of £15bn (up £3.2bn from 2013)
as holidaymakers increase their
average spend to £430.33.
The annual holiday report surveyed
3,000 adults about their holiday plans
for 2014 and key findings revealed that
the number of Britons holidaying at home
has more than doubled since 2011.
London and Cornwall topped the list
of most popular Staycation destinations.
Interestingly, the report also revealed that
51% of Britons are taking lots of short
breaks throughout the year, so that they
have a constant stream of holidays to look
forward to – rather than just one big break. Thirtyfour per cent of these people will take two short
breaks, 37% will enjoy three getaways, and 12%
will take four short holidays throughout 2014.
The report also revealed a growing trend for
Britons taking multi-location holidays, with 17% of
holidaymakers taking multiple-location trips during
one holiday.
Traditional seaside holidays are also back en vogue, with 40% of
British holidaymakers planning to take a coastal break this summer.
A jaunt to the seaside steals the number one position from city
breaks, which topped the poll in 2013. Top coastal
destinations Britons will be flocking to this
summer include: Cornwall, Devon, Blackpool,
Brighton, Scarborough, Bournemouth,
Whitby, Skegness, Isle of Wight and Great
Yarmouth.
City breaks will still be popular, with
37% of Brits choosing to stay in London,
Edinburgh and York, three of the most
popular city locations. In third place,
28% of holidaymakers are opting for a
rural break this summer, with the Scottish
Highlands and Lake District being the
favourite destinations of choice.
Peter Gowers, Travelodge chief
executive, said: “2014 looks like being
the year of the Staycation. More of us
than ever before are being inspired to get
up and go and explore what Britain has to
offer. At Travelodge, we’re seeing particularly
strong demand from families and couples
having multiple short breaks rather than the
traditional fortnight. It all points to the fact that
the nation’s desire for a great holiday is still with
us, but more than ever, we’re all looking for great
value and finding it here in the UK.”
“We’re seeing particularly strong
demand from families and couples
having multiple short breaks rather
than the traditional fortnight”
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3
news
NEWS
The latest headlines from the industry
London Sees
Property
Boom with
Hotel Sector
Set to Grow
London is currently experiencing
a boom in the property market, as
strong growth in leisure demand
looks set to turn the capital into
one of the world’s leading hotel
markets.
This is according to a new HVS
London Update breakfast seminar
held in June at the Charlotte Street
Hotel, attended by more than
70 hotel operators, analysts and
investors from the industry.
Charles Human, managing
director of property specialist HVS
Hodges Ward Elliott presented a
positive outlook for the capital,
prompted by a strong population
increase, beating that of either New
York or Paris.
Tourism in London will be
further boosted from increased
Chinese demand, as an improved
visa procedure is implemented for
Chinese visitors.
“London has a shortage of hotel
stock on the market, which pushes
Visitor Registration Goes
Live for the Independent
Hotel Show 2014
Exhibition returns for its third year
both demand and prices higher and
means that development costs are
lower than acquisition costs. The
capital also has a high proportion
of poor quality hotels which needs
replacing – either as hotels, or
residential units,” said Mr Human.
“London has enjoyed a strong
return since the financial crisis
and, with the exception of Paris,
is the only European gateway city
outperforming its peak pre-crisis
RevPAR (revenue per available
rooms) levels. In 2013, London was
the most invested city in the world
in terms of commercial real estate.”
The audience heard how
lending for hotel development had
become easier to access with more
competition among established
lenders. However, most of the key
deals in London hotels had been
secured on an all-cash basis with
the intention of future refinancing
when the time is right.
As London itself spreads – with
expansion towards the East and the
South, hotel development is shifting
towards new areas, particularly
those with high corporate and
residential growth such as the East
and North.
Registration to attend the Independent Hotel Show, the UK’s
business event for the luxury and boutique hotel industry is
now live.
The show, set to run at London Olympia’s West Hall from
October 21-22, 2014, has rapidly become a must-attend
event for independent hoteliers and industry professionals
throughout the UK since its launch in 2012.
This year’s show will retain its format with the addition
of new design initiatives, a new award celebrating youth
excellence within the industry, an extended VIP package and
an enhanced business programme.
Packed full of expert insight and advice, from profitability
seminars to trend reports and new product showcases, the
Independent Hotel Show is an event designed specifically
for the luxury and boutique hotel industry. More than 250
suppliers will be on show from across a range of categories
including interior design, technology and software, audio and
entertainment and health and wellness.
Tim Etchells, managing director of SME London, said:
“Just two years since its launch, the Independent Hotel
Show has become the must-attend event for luxury and
boutique hotels. Just like the industry itself though, the show
will continue to innovate to ensure that it continues to bring
the latest thinking, trends insight, products and services to
today’s breed of driven hotel owners and operators.”
To view the current exhibitor list to date, visit
www.independenthotelshow.co.uk
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A DAY IN THE LIFE
Sylan Tan, assistant manager at Fraser Suites
Edinburgh gives us an insight into her busy schedule
8.00am
I arrive at the hotel and
check in with front office
for a quick update on the
operations for the previous
night and highlights for the
morning. Next, I’ll take time
to go on a walk through the
lobby, restaurant, kitchen
and back of house, checking
all is in order from a quality
perspective – safety,
cleanliness, upkeep and
image – and checking the
facilities are ready for the
day ahead.
9.00am
I return to the office to
check on correspondence
and retrieve an update on
performance statistics and
revenue reports. Over a cup
of coffee, I’ll take a moment
to gather my thoughts and
focus on the day ahead;
when the hotel is particularly
busy it’s worth grabbing five
minutes to yourself to plan
the day when you can spare
the time.
10.00am
All of us convene for the
daily department head
briefing; this allows us
to share hotel statistics,
current and year to date,
pick up for future months,
potential bookings and
business development.
Each department shares
their agenda for the day
and highlights challenges
encountered or anticipated.
11.00am
This is when the majority of the
check outs will occur and so it’s
all hands on deck; this gives me
the opportunity to work closely
alongside the team, keeping a
pulse on the operations side of
the business.
12.00pm
I return to the office to continue
with emails and respond to any
communications or queries.
When I get the chance, I’ll try
to grab a quick spot of lunch in
our new exciting restaurant, The
Boardwalk Bistro.
each day and deliver the gold
standard service that we promise
our clients on every visit.
5.00pm
Before I finish up for the day I
always make time to walk round
the property again – a final
inspection so to speak. Again,
it’s an opportunity to ensure
everything is maintained to the
high standards we expect across
our Fraser Suites properties.
4.00pm
In the afternoon I like to catch up
with staff, make sure that their
day is going well and help them
where possible. Our staff are
really important to us, it’s them
who keep us running smoothly
Ingredients for Success
Macdonald Linden Hall Golf & Country Club
in Longorsely, Northumberland has appointed
Jerome Cogne as its new head chef. Mr
Cogne, who has more than 25 years’
experience, is returning to Linden Hall with an
aim to achieve further culinary success.
The Voice of Experience
The Carlson Rezidor Hotel Group has
appointed Jens Hallman as general manager
of the Radisson Blu Hotel, Manchester
Airport. Mr Hallman has more than 20 years’
experience of the hospitality industry, having
held positions in conference and banqueting,
food and beverage and sales.
A New Face
5.30pm
Lastly I will visit the
housekeeping department to
“As we approach check in time,
I like to be seen on the floor so
that I get the chance to speak to
guests on arrival”
2.00pm
As we approach check in time,
I like to be seen on the floor so
that I get the chance to speak
to guests on arrival. As many of
our guests are visiting for leisure
purposes and have come from
overseas they are really interested
in the history of the building.
MAKING A MOVE
get an update on operations for
the day, before a quick check in
with all other departments for a
final update.
6.00pm
Time to go home and relax after
a busy day; I’m always on call
if the hotel needs me though.
There has been occasions
where I’ve popped back into the
property if it’s a particularly busy
time of year. Ideally though, I’m
at home cooking dinner and
relaxing after what’s always a
very hectic, but enjoyable day at
Fraser Suites Edinburgh.
The Doyle Collection has appointed
Esther Lapole as director of sales for The
Kensington Hotel in London. Ms Lapole
will oversee the hotel’s sales and marketing
strategy, manage international interest in the
hotel, develop its existing client base and
introduce the hotel to new markets.
Puma Hotels Rebrands
to the Hotel Collection
Hotel group revamps its brand
Hotel group, Puma Hotels has
announced it has rebranded
to The Hotel Collection. The
group currently holds a large
portfolio of 21 four-star properties
throughout the UK, Scotland
and Devon and includes The
Lygon Arms Broadway in the
Cotswolds; Hinckley Island Hotel
in Leicestershire and The Imperial
Hotel in Torquay.
Commenting on the
announcement, Fredrik Korallus,
chief executive officer of The Hotel
Collection, said: “The new name
reflects our desire to build upon
our successful strategy to focus
on the strengths of the individual
hotels, many of which are iconic
properties, well known in the
market in their own right.
“Since taking over
management of the collection,
we have achieved strong revenue
growth predominantly driven by
The Lygon Arms, Broadway
the resurgence in the meetings
and events market, as well as
strong leisure demand.
“We will continue our focus
on providing excellent customer
service through high-quality
management both centrally and
throughout our individual hotels.”
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Made in Britain
news
VIEW FROM THE TOP
Matthew Milliken of The Mandolay Hotel in Guildford
talks about being a general manager aged just 27
How long have you been
a general manager and
what was your first job in
hospitality?
I have been a general manager
for a little over three years.
Previously, I had ‘served my time’
in various management positions,
from front of house to guest
relations and of course, a couple
of stints higher up as deputy
general manager.
My first job in hospitality was
as a student at Shapwick House
Hotel in Somerset. Like many
before me, I started as an unpaid
pot washer to get my foot in
the door and soon moved into
the restaurant, where I not only
earned good money on tips, but
they actually paid me!
My first managerial position
was with Best Western at the
Bromley Court Hotel as a duty
manager.
What have your career
highlights been?
I’m only 27, so I sincerely hope
my career highlight hasn’t
IN BRIEF
happened yet. To date though,
there have been a few landmark
moments including taking my
very first management meeting
as a general manager and more
recently, attaining four-star
accreditation from The AA for The
Mandolay Hotel.
What challenges do you face
as a general manager?
Apart from the everyday situations
faced by all managers in our
industry, I would have to say that I
face very few challenges. My role
here at The Mandolay Hotel is very
hands on; dealing with so many
international guests was a concern
to begin with, but I have a great
team to step in when my lack of
Mandarin Chinese lets me down.
What’s your favourite role?
I love the process of change
management. I like to think
that I am a good at delegating
responsibility and I trust my team
completely to deliver whatever
changes are implemented. I enjoy
the role of leading such a bright
group and I think
that you can learn a lot from
people’s reaction to change.
What has been the most
important lesson learnt so far
as a general manager?
I learnt very early on in my career
that honesty is always the best
policy, whether it’s dealing with
staff, suppliers or guests. An
honest mistake can often be
forgiven, but once you’ve been
caught being dishonest, it’s a
very long road back.
What are your future plans?
I have been at The Mandolay
Hotel for a matter of months
and even in this short time we
have achieved some dramatic
results. I’d like to think that if we
can maintain this progress the
hotel could easily become one of
the finest independently owned
venues in the south east. We
have great plans for expansion
and the delivery of even more
services and I am genuinely
excited at the prospects.
What else has got people talking this month?
Best Western Hotel Wins Cumbrian
Large Hotel of the Year
QHotels Launches New Flexible
Working Package
Best Western Plus Castle Green Hotel in Kendal
beat off competition from more than 30 other
entries in the accommodation sector of the
Cumbrian Tourism Awards in June, to scoop the
Best Large Hotel of the Year award at a gala dinner
for 260 guests hosted by the hotel. Turn to page 8
to read our exclusive interview with the hotel’s MD.
As the government extends its flexible working
law to all UK employees, QHotels has introduced
its own flexible working package, recognising the
changing requirements of guests travelling for
business or leisure. The package is the first of its
kind, offering business travellers the chance to
have their family join them free of charge.
Please call our sales and speak with
Dion or Elaine for samples and to
discuss introductory offers
• Tel: 01797 362895 / 364601
• Fax: 01797 366722
Email: [email protected]
6
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Industry Insight
Working collaboratively
and with passion has given
hospitality and tourism its
voice, says Ufi Ibrahim, CEO
of the British Hospitality
Association
The unveiling of Hospitality News at the annual Hospitality &
Tourism Summit on June 5, 2014 was a proud moment for
our industry. The culmination of months of hard work, the
programme, made in partnership with ITN Productions, is a
showcase for our industry. It is also a visual testament to how
hospitality and tourism businesses are working collaboratively
with the Government and Ministers to help shape the future of
hospitality and tourism. Finally, hospitality and tourism has found
its voice. And what a lot it has to say.
Showcasing a hard hitting mix of education and news
content, the programme includes interviews from leading
politicians and industry commentators including 12 partners and,
of course, the British Hospitality Association.
Core to the programme’s premise was the viewpoints of
the 12 partners which included Accor Hotels, Best Western,
Whitbread and Glion Institute of Higher Education.
What really springs to mind when you watch the programme
is the sheer scope and breadth of this industry and the passion
of the people working in it.
ITN senior producer Elizabeth Fisher-Robins, who was pivotal
in bringing the programme together concurs, saying: “There’s
so much good news happening in the hospitality and tourism
industry right now that we felt, from the outset, it’s important to
shine the spotlight on the key issues; from the thousands of new
jobs being created everyday; to the huge contribution to the UK
economy; and the innovation that’s improving guest experiences.
In the run up to the election, there’s a lot happening politically,
with discussions around maintaining growth for the future taking
centre stage.
“We felt it was important to showcase and champion the
inspirational work of this industry and help provide a voice for
this vibrant and dynamic sector.”
Indeed, at the Hospitality & Tourism Summit the overriding
focus was shaping the future of our industry, examining the core
issues. Issues including job creation, growth and increasing
competitive advantage. Shining a spotlight on these issues
is crucial if our industry is to gain the recognition it deserves.
We need to educate and raise awareness of why hospitality
is important; we need to explain how it is having a positive
impact on job creation and economic growth and we should
focus on breaking down the barriers to what is undermining our
competitiveness.
Underpinning the summit agenda was the announcement of
a brand new Tourism Council; an alliance between Government
and industry leaders, including the British Hospitality Association,
that will focus on improving skills, increasing the quality and
quantity of jobs available and boosting enterprise in the industry.
We’ve seen the successes of task forces between
Government and the tourism and hospitality industry in other
countries like the USA which put tourism at the heart of
economic growth and competitiveness and we’re delighted that
this is now being rolled out in the UK.
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news
Footy-free May Causes London
Hotel Occupancy Dip
Guest numbers down as the sports industry takes a break
With World Cup fever well
underway, trading for the London
hotel sector suffered with the
absence of a major sporting event in
May, resulting in a dip in occupancy
according to new figures released
by business advisory firm BDO LLP.
London saw modest growth in
May, with rooms yield averaging
at £97.89, up 2.1% on last year
and room rate increasing by 4.1%
to £117.27. However, occupancy
in the capital fell by 1.9% to
83.5% compared to 2013, when
trading was boosted by the UEFA
Champions League Final held in
Wembley last year.
There was a brighter picture
in the regions however. Hotel
operators in the regions saw an
increase in rooms yield to £45.42,
an 8% jump on last year, while the
average room rate rose by 8.4%
when compared to May 2013 to
£59.85. Occupancy also increased
by 0.5% to 75.9%.
Robert Barnard, partner at
BDO LLP, commented: “After a
strong start to the year in both
London and the regions, we have
seen the regions pull ahead in the
last month. Two bank holidays
have certainly had an impact as
holidaymakers escape to the
country for the long weekends,
but the real deciding factor for
the capital has been the absence
of a major sporting event. The
actual occupancy level achieved
of 83.5% in London does,
nevertheless, reflect robust
trading conditions in the capital.
“The UEFA Champions
League Final hosted at Wembley
in May 2013 saw an influx of
tourists from the continent, while
May has been relatively quiet in
comparison with the build up to
the World Cup. It remains to be
seen how this major international
tournament will impact the UK
hotel sector.”
DIARY DATES
July 9-10, 2014
Skills for Chefs
Sheffield City College
July 16, 2014
ACE Summer Event
London Zoo, Regents Park
July 9-11, 2014
LACA – The Main Event 2014
Hilton Birmingham Metropole
September 7-9, 2014
Speciality & Fine Food Fair
Olympia, London
PROPERTY NEWS
Accor Signs Second Pullman Hotel
Hotel group, Accor has announced the signing
of its second Pullman branded hotel in the UK.
The 216-bedroom hotel is positioned at the Kings
Dock, on Liverpool’s waterfront and is expected to
open during the summer of 2015.
This new upscale hotel will be operated by
Branded Hotel Management (BHM), under a
franchise agreement and forms part of a new
development at the Kings Dock.
Accor launched the Pullman brand for
executive travellers in 2007, with the aim of making
it a benchmark for upmarket hotels worldwide.
The very first UK Pullman branded hotel
opened in London St Pancras in 2012, with 312
bedrooms. The brand currently has hotels and
resorts in 24 countries around the world and the
network has grown to more than 85 hotels in the
last five years. It aims to have 150 hotels by 2020
and 500 in the long term.
The new Pullman will extend Accor’s offering
in Liverpool to cater to all markets from budget to
upscale, with a Formule1, ibis, ibis Styles Novotel
and Adagio all within a kilometre of the city centre.
Thomas Dubaere, managing director, Accor UK
and Ireland, said: “The opening of the Liverpool
Pullman highlights our dedication to our upscale
offering and to growing this important area of the
Accor portfolio. Our pipeline of new openings
continues to be strong as we progress towards
our ambitious growth target of 300 hotels in the
UK and Ireland.”
Mercure Announces London Hyde
Park Hotel
Hotel operator, Accor has announced it will open
a 78-bedroom hotel under its Mercure brand in
Talbot Square, London. The hotel is situated in a
prime location close to Hyde Park and Paddington
Station and will give the hotel brand a foothold in
one of London’s iconic areas.
Mercure London Hyde Park hotel will be
operated under a franchise agreement with the
property owner, London Town Hotels Group, which
is extensively renovating the property ahead of
its scheduled opening later this year. The new
four-star hotel will re-open under the Mercure hotel
brand within the next four months.
Accor and London Town Group already have
a successful partnership, with Mercure London
Paddington, Mercure London Kensington and
Mercure Nottingham already trading effectively.
Koolesh Shah, managing director of London
Town Hotels Group, said: “Mercure is a strong
global brand which perfectly complements and
exemplifies London Town Hotels’ ethos of four-star
city centre hotels. I am keen to expand our fourstar offering within key city centre destinations and
this deal achieves a part of this vision, which will
greatly benefit our customers. It is really exciting to
build upon our flourishing relationship with Accor
and the Mercure brand.”
Holiday Inn Dumfries is Now Open
Dominvs Hospitality, the hospitality arm of the
Dominvs Group, opened its Holiday Inn Dumfries
Hotel on June 16.
The hotel is the second Holiday Inn in the
Dominvs Hospitality portfolio, the first being that of
its open lobby Holiday Inn Darlington North.
With its location just one mile away from
Dumfries town centre and on the doorstep of the
picturesque 100 acre Crichton Estate, Holiday Inn
Dumfries offers its guests 71 bedrooms, as well as
conference and event facilities, making it a great
choice for leisure and business users alike.
Mel Darwell, general manager at Holiday Inn
Dumfries, says: “The Holiday Inn brand is one of
the world’s most recognised hotel brands with a
global reputation for service, comfort and value.
These are the three core foundations that our hotel
team strive for, focus on, and continually deliver.”
Legally, you need to be licensed
to play music at work.
You probably haven’t thought much about it. You’ve just got music on for your staff or customers. But did you know you legally need
permission from the music’s copyright owners if you play music, TV or radio aloud at work? But don’t worry, to get that permission you
simply need a licence from PRS for Music* (and in most cases, one from PPL** too). PRS for Music is a membership organisation that acts on
behalf of songwriters and composers to ensure they’re paid for the use of their work. So if you have music playing, ask PRS for Music how
you become licensed to listen today.
Contact PRS for Music on 0800 694 7359
or at prsformusic.com/musicatwork
*PRS for Music licences cover the vast majority of music originating from the UK and all over the world. However, if you play music that is outside of PRS for Music’s control, you may need an additional licence from the relevant
copyright owner(s). You will require a TV licence as well if you are using a TV in your premises. You do not need a licence from PRS for Music in the unlikely event that all the music you play is out of copyright or is not controlled by
PRS for Music. **PPL collects and distributes royalties on behalf of record companies and performers. Further info at ppluk.com. All music licences are required under the Copyright, Designs and Patents Act 1988 which stipulates you
must gain the permission of the copyright owner if you play music in public (anywhere outside the home environment).
www.hotel-magazine.co.uk
7
HB meets
The
Quick fire questions
BIG
Last hotel you stayed at?
Best Western Premier Queen Hotel, Chester
Your favourite food?
Italian in Italy! I love the place and it’s a fantastic
country.
The one item of technology you
can’t live without?
Mobile phone.
What is the most important life
lesson you’ve learnt?
Interview
Never give up, there’s always a way.
Being a managing director of two Best
Western hotels himself, Tim Rumney is a
valuable asset on the Best Western Board
of Directors. Here he explains how he
juggles both roles and still makes time to
interact with his customers
is so used to digital environments and technological
systems, that we can often lose sight of what we are
originally here to do: that is to provide a welcoming
and enjoyable experience to the guest.
In association with that, having a great team
around me in the hotel to offer support is very
important. We communicate very well and develop
and reward our staff members, and at the end of the
day, they become what we are as a business. A lot
of our customers often come back to see the staff
and it’s that human interaction which is the most
satisfying for me.
Can you tell me a bit about your background and how
you came to your current role
What do you see as the most important
elements in developing the Best Western
brand further?
I really got into hotels by accident. After taking a summer job in a
hotel when I was 18, I enjoyed it so much that I ended up joining
a trainee management programme in the same independent hotel.
Education came next, and I was advised to get a good qualification
under my belt, so went to Leeds Metropolitan and enrolled on
a short course as I was keen to get quickly back out into the
workplace. After a fantastic six month placement at The Capital
Hotel in Knightsbridge, I finished my course and went to work for
Forte Hotels. From there, I worked my way up through various
management positions within different establishments, each busy
high profile hotels, catering for a wide range of clients and business
arrangements. It was at this point that I decided a move into the
independent sector – where it all began – was where I wanted to
go next. Funnily enough I tracked down my previous boss, who I
had worked for all those years previous when I was a youngster,
and discovered he had sold up and opened a new establishment in
Kendal. I got in touch and ended up coming back to work for him,
before taking the position of MD five years later. It was during this
time that we also bought a hotel in Manchester, before selling up and
buying BEST WESTERN PLUS Pinewood on Wilmslow from Menzies
Hotels in 2011. We saw a real opportunity with the Pinewood Hotel;
it had seen better days trading wise but we felt we could really turn
it into something special. After such success with the Best Western
brand with our Castle Green Hotel in Kendal, we repositioned
Pinewood as a Best Western and took steps to bring in standards,
quality and attention to detail that affiliated with such a name. We’ve
now been open three years and since then have moved the business
forward 36 per cent, with occupancy levels justifying the addition of
new bedrooms and a £1.5m upgrade. It’s a really exciting venture
and is demonstrating that we can bring new business to the area
and value to the staff, which is very satisfying.
Having been a great supporter of Best Western and its values
through my own two hotels, I decided to put my name forward to be
on the board of directors for the brand, and in 2009, was voted in
by its members. Now my role is split between being an independent
hotelier operating two hotels, and listening to other members within
the group and trying to grow the Best Western side of things.
What do you find most challenging about your job,
juggling being on the board at Best Western and MD of
two hotels?
I think I’m good at prioritising, and you need to be. What runs
through my veins is that I’m an independent hotel manager; I’m very
front footed when it comes to customer service and love getting
out to mix with the customers; sitting in an office is not my style.
It’s crucial to get out there and talk to people, find out what they
want. This crosses over into my role at Best Western and I can
really emphasise with the other owners, identifying with their wants
and needs. A conversation I could be having at my hotel could be
beneficial to others in the brand, so both roles are complementary
to each other.
Managing time effectively is also a key part to my role; I am able
to give the attention and time to my own properties and to my team
to help develop our product.
I think as independents, we have an advantage over the
corporates. They might have scale and influence within the
marketplace, but we are very aware that we can react quickly to
what people want; marketing, recruitment, IT policies, all are flexible
to be able to give customers exactly what they want.
What is the best part of your job?
Interacting with the customer is the best part of my job. Many hotels
have forgotten that the most important part of the equation is the
customer and making sure they come back. We live in a world that
8
www.hotel-magazine.co.uk
For Great Britain it’s all about getting consistency
of quality. We have some very good systems within
the Best Western International brand for assessing
standards; hotels have to be inspected and high
levels maintained.
Even though each hotel is run as an independent,
we all work to provide a level of quality that customers
can rely on. The benchmark has definitely been raised
and we are becoming better at maintaining that
consistency; hotels who aren’t running at this level
have unannounced inspections before it’s decided if
they can stay in the brand or not.
“I think as independents,
we have an advantage over
the corporates”
We are also rolling out the Personality
Experience – a training programme for all staff to
undertake – to ensure that standards are upheld
in this area too. It’s a bespoke programme created
especially for Best Western and its members and
is all about educating staff on how important it is
to create memories for each and every customer.
We want staff to latch onto the uniqueness of the
Best Western brand and recognise that each hotel
has a story to tell; getting staff to identify with what
is different about their hotel and passing it on via a
certain level of engagement with guests.
Have you seen any hospitality trends
emerging at the moment?
We are very aware of the demographic that
comes into the brand and the expectations are
changing. There is a lot of talk of Generation Y,
seeking cutting edge products that deliver a level of
information technology. I think independents need
to recognise this demand and make themselves
aware that this could influence customers’
booking decisions.
The debate surrounding OTAs and other
channels of distribution is a powerful area at the
moment and hotel groups and organisations need
to be wary of this. I think the OTA operators have
become very strong and the danger is they will win
customers by providing them with more reasons
to book hotels. We work closely with booking.com
and this is a relationship that’s very important to
us. My thinking however, is that when a customer
comes to you via a third party, then the next
time they are planning a visit, you should have
done enough to persuade them to book with you
directly. As independents, we need to find a way to
encourage customers that by coming to us directly
or via Best Western, we can offer them something
different; after all we provide the end product that
the customer is going to experience.
In general, how do you think the hotel
industry is performing at the moment?
I think there is definitely more confidence in the
market at the moment. I’ve seen very good growth
with our hotel in Kendal, with a good improvement
on RevPAR (10 per cent) and a year-on-year growth
of eight per cent, so confidence is certainly starting
to return.
The leisure market continues to be important to
us, with strong demand, and the corporate market
is also on the up for both hotels. The part of the
business which is still fairly fragile is conferencing.
Both hotels are now operating in this sector, and
businesses are beginning to get more confident,
but the experience of the recession has certainly
had an affect. Saying that, it is picking up but we
will struggle to get back to the levels we saw a few
years ago in 2007.
Outside of that, the debate about whether
customers who use our hotels are feeling more
confident about spending money on the big ticket
items, such as weddings and events, is still under
scrutiny. Discretionary spend which is affordable
has recovered well, but people are still nervous
about the fragility of their own situations and
reluctant to commit before spending. But there are
signs of recovery for sure; the numbers are coming
through and we are confident that business levels
will continue to improve.
What are your main marketing goals for
this year with both Best Western and
your two hotels?
Weddings are a major focus for us this year. We
need to be more flexible; the days of having a fixed
product that you would take to market are long
gone for now. Your pricing and offering needs to
be bespoke and flexible, allowing customers to
buy events in an a la carte way. You need to not
be reliant on sending out brochures, it’s vital to
be active on social media and engaging people
through your website.
Conferences are important to us now too. We
are pro-active through our sales team and utilise
our strong database. The key thing is to not lose
sight of the fact that it’s all about providing a high
level of service and giving guests and delegates
a great experience. It’s all about doing a great job
and making sure you deliver above and beyond
what is expected. We don’t focus too much on
general advertising – it’s more about account
management and assessing our competition, being
pro-active about our sales calls and who we want
to target.
What are your plans for the future?
With Castle Green in Kendal, we are 16 years
down the line and now it’s time to think about
further enhancing our position and profile within the
marketplace. We’ve worked very hard to improve
our four-star rating. We measure our ratings very
carefully and look at our reviews on TripAdvisor,
listening to our customers to enhance and improve.
With our hotel at Pinewood, we see the
opportunity for organic growth. There is a lot of
investment going into the area; Manchester is
performing very well as a destination at the moment
and we will capitalise on this within the next 12
months with more bedrooms totalling almost 100
rooms. I’m also looking out for a third hotel to take
on and develop.
For Best Western, it’s all about continuing to
improve the quality of the portfolio, especially now
as bigger hotels are showing an interest. We’ve
created a lot of noise within the marketplace with
our new advertising campaign and tagline, ‘Hotels
with Personality.’ The perception of the brand, with
both customers and hotel owners has certainly
improved over time and the future is looking very
good for us.
Tim Rumney, is managing director of BEST
WESTERN PLUS Castle Green, Kendal, BEST
WESTERN PLUS Pinewood, Wilmslow and on the
Best Western Board of Directors.
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www.hotel-magazine.co.uk
9
refurbishment
King of
the North
After some initial scepticism from guests,
luxury Lancashire hotel, Northcote’s recent
refurbishment has manage to retain its rich
history with some contemporary updates,
delighting customers old and new
N
orthcote is a renowned small hotel situated on the edge
of the Ribble Valley in the heart of Lancashire, specialising
in the luxury market. With Nigel Haworth in charge of all
f&b operations since 1984, the Michelin-star British chef
executes brilliant gastronomic flair throughout all his menus.
The hotel itself is home to 18 individually styled bedrooms and after
a revamp of all its public areas, bedrooms, bathrooms and restaurant,
Northcote has successfully repositioned itself as one of the leading
luxury hotels in the North. Taking just 12 months to complete, the
refurbishment came at a time when business was gaining momentum
and the changes were needed to cater for the increased demand.
We spoke to Jackie Dent, director of design at Ward Robinson
and Jill Holst, consultant interior designer to discover exactly how the
makeover was carried out.
“The hotel bedrooms and bathrooms have been continually updated
over the past few years,” explains Ms Dent, “but while every effort has
been made to refurbish the public rooms, the hotel was looking tired
and dated. It was deemed necessary to close the hotel for a while in
order to do a thorough job.
“The reputation of the hotel and restaurant is exceptionally good
and the interior was not keeping pace with the quality of food and
service. There was also a need to increase the size of the lounges and
restaurant in line with the increase of bedrooms.”
10
www.hotel-magazine.co.uk
Northcote
Desired look
Ms Holst says: “The lounges were considered by
some to be rather masculine and Gentleman’s Club
like. Northcote was keen to get more of a cocktail
bar feel. We introduced a grey and silver background
palette with highlights of fuschia.
“The Louis Roederer Rooms (private function
rooms) were extended to create a series of three
rooms that could be hired individually or opened
into one whole space via walnut sliding doors and a
folding walnut wall clad in bronze studded leather.”
Each bedroom at Northcote has been individually
designed and styled, with colours, textures and
fixings complementing each other beautifully.
The bathrooms have also been carefully
designed, each with handy essentials such as shaver
sockets, illuminated adjustable magnifying mirrors
and plenty of shelf space for toiletries. The walk-in
Northcote Road, Langho, Blackburn,
Lancashire, BB6 8BE
Name of interior consultant –
Ward Robinson Limited
Web address of consultant –
www.wardrobinson.com
Date of project completion – June 2014
How long did the project take from start to
finish? 12 months
showers are very spacious with the choice of both
rain showers and hand-held showers in each. The
bathrooms have large recessed heated mirrors
and wall lights above washbasins, as well as LED
night lights recessed into the wall at low level, plus
underfloor heating.
refurbishment
Restaurant
Ms Dent explains where the inspiration behind the
design for the restaurant originated from. She says:
“The finishes in the restaurant have been chosen to
reflect the sophistication of the food that is produced
in the Northcote kitchens.
“The walls are clad in a deep, graphite grey silk
with a contrast wall of cream silk from Vescom.
“The bespoke Axminster carpet from Silkwood
Flooring continues the flow through the hotel from
one space to another.
“The customised chandelier made from steel
with glass ‘icicles’ is almost one and a half metres
wide and a magnificent centrepiece to the space. It
is inspired by the various trees encountered by the
designers Annet and William Van Egmond on their
worldwide travels.
“The deep banquette seating by local company
Woodcliffe Upholstery wraps around the central
archways that lead through to the light and airy new
extension. The dining chairs are deeply buttoned in
cream hide.
“The windows look out over the garden and
surrounding countryside. The fabric for the curtains
is from a French company Casamance. They are
manufactured by Blinds Etcetera and when the
drapes are drawn there is a big sweep of richly
coloured fabric from wall to wall.
“There are highlights of rose black and damson in
the James Hare silk cushions and satin lampshades.”
New technology
No makeover is complete without the introduction
of new technological advances to cater for the
modern traveller. Ms Holst says: “Smart TVs are in all
bedrooms with a Bose Wave Bluetooth Companion
so guests can listen to their own music with ease.
“The hotel has brought in a 100/100 MG
broadband connection to ensure that all TVs have
a consistent and robust stream, so watching all
channels should be seamless.
“The guest broadband has full hotel coverage
and a large enough gateway to allow all guests to
use the system.
Difficulties
Ms Dent describes: “The most challenging aspect
of making the changes was trying to retain the
character of the building, while bringing it into 21st
century. As always there was some opposition from
guests as the hotel underwent significant structural
and cosmetic alterations. The long suffering staff
were amazing as they fought to maintain standards
and placate the occasionally irritated customer.
On the whole most people were extremely
understanding and very interested to see the plans
as they unfolded.”
Improvements
She continues: “The refurbishment has improved
the hotel beyond all possibilities. The kitchen is the
hub of the business and the whole business is built
around this, making it fluid and versatile but still
retaining its character. We have created a vibrant
bright and youthful feel, but still retained the ethos
of being: ‘an oasis of food and wine excellence
with outstanding and genuine hospitality.’”
New bookings
Ms Holst says: “The booking and all aspects of
activity are up across the board. The business was
complete in April so you can only compare the two
months past against last year, but for the record
we are up in every sector. The business is up by
34 per cent in two months in aggregate. In terms
of actual areas, the cocktail bar is the most
significant with a 74 per cent uplift in trade, food
revenue up 33 per cent and accommodation up
38.9 per cent.”
Craig Bancroft, managing director and coowner, Northcote, comments: “Well the feedback is
fantastic, you only need to look on TripAdvisor. We
have managed to retain our long standing guests,
introduced new ones and got those who thought
we were a bit old fashioned to return. Nigel and I
are very proud of the vision of our investors and
the drive, determination and genuine desire
of our staff to deliver a fantastic experience to
all our guests.”
Looking to give your hotel a revamp?
Check out the supplier directory on our
website www.hotel-magazine.co.uk
Key suppliers
Wall coverings: Silk clad from
Vescom, Brian Yates, Tektura,
Dixon Turner
Paint: Dulux
Carpets: Silkwood Flooring
Curtains: Designers Guild and
Sanderson and made by Blinds
Etcetera
Flooring: Silkwood
Upholstery: Moon, Andrew
Martin, Zinc Textiles
manufactured by Sitraben,
Woodcliffe Upholstery with
fabrics by Casamance and
Romo
Bar stools: Yarwood leather
by Morgan
Tables: William Yeoward and
Julian Chichester
Cushion fabrics: Designers
Guild, Osborne and Little,
make-up by Blinds Etcetera,
Andrew Martin, James Hare
Window coverings: Osborne
and Little; make-up by Blinds
Etcetera
Furniture: Woodcliffe
Upholstery, Bampton and Ecco
Trading, Dining Chair Company,
Jan Cavelle
Leather for bar front: Andrew
Muirhead and designed by
Ward Robinson
Wardrobes: Designed by Ward
Robinson and manufactured by
R N Wooler
Beds: Hypnos
Headboards: Woodcliffe
Upholstery, Andrew Muirhead
metallic leather, Kvadrat
Bedcovers: Fabric by
Designers Guild, James Hare
silk, make-up Blinds Etcetera
Lighting: Andrew Martin,
Heathfield, Oka, Porta Romana,
Catellani and Smith
Bathroom suppliers
Accessories: Samuel Heath
Baths: Bette Baths
Taps: Grohe taps and rain showers
Washbasins: Duravit vessel washbasins
WCs: Rosco wall mounted WCs
Shower screens: Simpsons bespoke frameless glass shower screens
Towel warmer: Myson
Tiles: Neolith, Unistone
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Or visit us at www.hoteltv.co.uk
www.hotel-magazine.co.uk
11
food and drink
Let’s Go Outside
Create a bright, seasonal menu to help complement your
al fresco setting and boost bookings come summer
B
ritish weather is unashamedly unpredictable,
but when the sun shines it’s inevitable that
punters will be desperate to get outside
and soak up some of the atmosphere. This
opens up new opportunities to really capitalise on al
fresco dining. From imaginative flatbreads to sharing
antipasto boards, creating a fresh, seasonal food
menu to reflect the balmy weather is key to capturing
bookings come summer.
Whether you want to focus on formal or informal
dining, cuisine served with a greater emphasis on
more organic, healthier options alongside some tried
and tested favourites will help create a talking point
for your outside area.
If you’re lucky enough to be home to acres of
land and beautiful gardens, what better setting to
complement your exciting food menu than in the
heart of the rolling countryside? You could even
create a picnic menu for guests – complete with
wicker hamper and a jug of Pimms – to make their
experience even more memorable and give them
the freedom to dine wherever they choose. Plus, a
branded basket could act as a promotional tool if
guests are out and about in the local area.
Smaller hotels won’t have the luxury of a vast
open space to entertain, but there are other ways
al fresco dining can be used to your advantage.
Offering an afternoon tea menu in a room with
ample light and an airy feel could be an option, or
utilising a terrace to become an inviting cosy hub for
the sun seekers.
“The first thing is really that the area is clean and
all tables, chairs and parasols are in good condition,”
explains Andy Lowe, head of food and beverage,
Thistle Hotels. “It’s also really important to ensure
the area is well lit if used in the evening and that all
flower beds and pots are bedding and contain
good quality plants. All grass should be cut and neat
and tidy. Often outside areas are used by customers
who smoke and as such, provisions should be made
for this.”
Nailing your menu
The right menu for your outside area could not
only retain overnight guests for longer, but will also
encourage people from off the street to pay you a
visit. Mr Lowe continues: “The right type of menu will
boost sales by giving people the type of experience
they want to enjoy in the warmer weather. If the
menu, drinks offering and service is of a good quality
and the outside area appealing that will bring nonresidents in too.”
As the interest in food provenance continues
to grow, this needs to be reflected in your outside
dining menu. Influences from other countries are
edging into the mainstream as well and by focusing
on new trends and popular techniques, you can
make sure your offering is kept up to date with
consumer demand. “Trends are for fresh ingredients
with great provenance, using good quick cooking
techniques like chargrilling,” says Mr Lowe. “We are
continuing to see American trends being popular,
along with a recent increase in North African cuisine
too. It’s vital that to make the most of new trends
hoteliers plan for the good weather. It’s about signing
off and agreeing the menu and drinks offering and
service plan well in advance and ensuring that the
trends you are following are covered.”
“We are continuing to see
American trends being
popular, along with a recent
increase in North African
cuisine too”
Roasts and barbecues
Hog roasts and open air barbecues have become
a popular choice for weddings and events over the
past few years and there is massive potential here
for hoteliers to tap into the trend. Not only will
these methods create a point of difference, but
executed well, they can provide a real sense of
occasion for customers.
Mr Lowe agrees: “Hog roasts and barbecues
are absolutely a viable option for hoteliers. These
sorts of things provide great theatre, aroma and
customers see them as premium and more healthy
ways of cooking. In terms of barbecues and hog
roast products, it’s about the menu you develop to
showcase these pieces of equipment.
Outside challenges
Hog roasts have major potential in summer
While it might seem simple to make a few tweaks
to your menu to suit your outside dining area, one
major factor will ultimately determine whether it goes
ahead or not. “The biggest pitfalls to outside dining
are around the operational standards and service
delivery,” explains Mr Lowe. “It’s really easy to fall
into issues around servicing the area to support
British weather patterns. Technology should also be
considered. One other thing to ensure is that food
delivered outside is done in compliance to all current
food safety regulations.”
Turn up the Heat
A reliable source of heating is essential to keeping guests comfortable and
relaxed in your outdoor areas
Product description: The instant heat quartz heater provides warmth in seconds,
without condensation, gas or flames. It boasts three settings and a pivotal head,
should you wish to focus heat downwards, and is suitable for 200w/230v outlets.
It is appropriate for industrial and domestic settings and can be used both indoors
and outdoors.
When is it best used? Due to its varied settings and versatility, the heater can be
used throughout the year, providing it is protected from rain and snow.
Selling points:
■ Instant heat
■ No flames, gas or condensation
■ Suitable for indoor and outdoor use
■ Safety switch cuts the power automatically if the unit is knocked or falls over
Price: £96.88 (including VAT)
Contact: www.rapidonline.com, [email protected], 01206 751 166
12
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Spotlight on...
Martin Gabler, executive chef at Jumeirah
Lowndes Hotel
Background
The Jumeirah Lowndes Hotel’s executive head chef, Martin
Gabler, embraces a culinary philosophy that is refreshingly
uncomplicated where high quality ingredients, beautiful
presentation and satisfying portions are the standard. Since his
appointment in 2001, Martin has made a tremendous impact on
both the direction and success of the food and beverage offerings
at the boutique hotel in Belgravia. With its pan-Asian flare, The
Lowndes Bar & Kitchen has become a local favourite and The
Terrace is a summer hotspot, being named one of London’s top
three al fresco restaurants in 2011.
New thinking
Never intending to be a chef, Martin’s natural talent, curiosity and
innovation with food led him towards the culinary industry. Martin
enrolled in a three-year diploma in catering management at Hotel
School Witwatersrand in South Africa and began his chef career in
Johannesburg before moving to London’s acclaimed Savoy Hotel.
From there, Martin’s impressive career has included senior roles
at Brasserie St Quentin in Knightsbridge and The Rib Room Bar &
Restaurant at the neighbouring Jumeirah Carlton Tower.
Award-winning skills
Quickly establishing a special style and strong reputation in the
culinary world, Martin took over as executive chef at the chic
Jumeirah Lowndes Hotel where he began to introduce his own
signature dishes to the modern European menu such as the
Lowndes mango chicken salad with fresh mango, grilled chicken,
peppadews, cherry tomatoes, bean sprouts and sweet chilli
dressing. Martin’s exceptional grilling skills also awarded him
runner-up at the British BBQ Championships 2012 and has made
The Terrace a popular destination for fresh summer barbecues.
FOH technology
Next
Inviting Technology
Top notch products designed to help create an impact in your hotel’s
reception area
Name the first thing guests notice when
they enter a hotel: Aditya Sanghi, co-founder
and CEO of Hotelogix.com, says: “Guests will
first recognise if the hotel staff are nice, relaxed
and hospitable, which can only happen when
the operations are stable, otherwise guests are
constantly harassed by commotion at the front
desk, and unexpected surprises, related to their
reservations.”
Please!
First impressions count and creating a
warm and seamless welcome is crucial to
ensuring you make the right impact as
soon as guests step through the door
Name the first thing
guests notice when they
enter a hotel: Obviously, first impressions
count in the hospitality industry – the check-in
process provides a customer’s first interaction with
staff, and the lobby is a visual impression of what
to expect.
A
Describe this product: Toshiba’s TD-X551X and
TD-X551M are 140cm (55”) full HD LED screens
specifically designed to be tied together into multiscreen videowall units. Super-narrow bezels and a
variety of configuration options mean that the units
are ideally suited to being used together in any
number of modular combinations.
long queue at check-in, unknowledgeable staff at reception
and outdated technology; three things that could ruin your
guest’s first impression of your hotel upon arrival. Tired,
weary customers don’t want to be greeted with utter chaos
when they first enter your establishment, they want to feel the instant
gratification that they have made the right booking decision.
While technology will play a key part in this smooth transitional
stage, it’ll be down to your staff to make that lasting impression.
Ultimately your staff members are an extension of your brand and will
be there to upsell, cross-promote and educate guests.
“Hotel guests are increasingly a tech-savvy breed, used to shopping
around and consequently expecting the best customer service. In
response, front-of-house technology must advance to support hotels
as they aim to provide guests with a personalised, reflexive service,”
explains Jeff Edwards, head of global hotel business, Amadeus.
“Sophisticated technology is only worth the investment, however, if it
is also easy for hotel staff to use – no-one wants to use software that’s
complex or confusing.
“One huge trend that must be integrated into hospitality applications
and services is the use of mobile. Couple this emerging requirement
with PMS technology, and you have something really exciting. Of
course, there is nothing new about hotels using PMS technology to
allow staff to be flexible in communicating with one another, as well
“Self check-in is popular simply because
it puts the guest back in control”
Used for: Multi-screen video walls are perfect for
any number of visual-signage or display purposes:
the LED backlit screen and high resolution allows
information to be viewable from all distances and
angles, while the ability to tie monitors together in
any combination of landscape and portrait allows
for optimal or creative requirements to be met.
Selling points: The Toshiba TD-X551X and TDX551M deliver great image quality: 800 cd/m2
(TD-X551X) and 500 cd/m2 (TD-X551M) screen
brightness, combined with a 178-degree viewing
angle. This makes the screens suitable for use in a
variety of lighting and positional situations.
Price: The product is available within the UK now.
Contact: For pricing and availability, email
[email protected]
Describe this product: Hotelogix is a cloudbased, end-to-end, hospitality technology
solution, built to seamlessly manage hotels, by
providing a single window to manage all hotel
operations and bookings (online and offline).
Hotelogix also integrates with travel agent
networks and external booking sites, providing
a wider inventory distribution, along with realtime integration with partner sites, group booking
websites, and other central reservation systems.
Selling points:
■ Single point solution for operational and
business needs.
■ Integrates critical operations – reservations,
restaurants, distribution, accounts, online
bookings, payments; all on one platform.
■ Easy to adapt and simple hotel management
solution, enabling seamless operation and
expansion of business.
■ Powerful CRS to expand a hotel’s market
reach from one single point of control.
■ Integrated POS (touch-screen enabled)
powering unlimited outlets for F&B.
■ Substantial savings in IT infrastructure,
maintenance and operational costs.
■ Leverage the value of cloud – access your
business anywhere, anytime.
■ Multi-lingual, multi-currency and multi-property
system accessible anywhere.
Price: Starts from
$2.99 per room per
month
Contact: Leila Stocker,
[email protected],
07889 231000,
www.turtle-pr.com
as their guests. However, what is new about the advancement of this
technology is the ability for these systems to then work on a wholly
mobile basis.
“Hotel front-of-house staff are notoriously busy and constantly
on the move, often needing to be in two places at once. With the
advancement of cost-effective tablets, staff will now be able to
manage tasks while on the go, and will also reap the benefits of better
communication between different staff factions.
“Not only this, but hotels will be able to receive and react to
customer feedback more readily, as guests will be able to instantly
comment on services received at the hotel – be they good or bad
experiences, rather than simply filling out a comment card or penning
a TripAdvisor post once they get home. This ability to provide real-time
feedback to staff gives guests more control over their hotel experience,
which is an often-overlooked factor in customer satisfaction. For
example, self check-in is popular simply because it puts the guest back
in control.
“It is clear that mobile technology is providing hotels with a win-win
outcome – connected and more organised staff, as well as satisfied
customers who are easily able to communicate their needs. Far from
the idea that hotels will become homogenous, they will be able to
match their personalisation to their specific consumers and branding, as
well as getting more guests through the door.”
www.hotel-magazine.co.uk
13
hygiene standards
Sponsored by
Don’t Miss a Spot
Cleaning is one of the most important aspects every hotel needs
to focus on. We ask the experts how to best tackle the different
areas of your establishment using various techniques
From cleaning your hotel’s kitchen to maintaining
spotless bedrooms and restaurant surfaces, hygiene
can make or break your brand’s reputation. When it
comes to the hotel business, first impressions really
do count and this is why it is so important for hotels
to get it right first time. Guests’ standards are at an
all time high and hotels should be realising this and
using it in a proactive way to ensure they are truly
satisfying their customers’ needs. We caught up with
some of the industry’s most knowledgeable experts
to get their top advice on how to maintain the many
different areas of your hotel.
In the Bathroom
Dr Peter Barratt, technical manager, Initial Washroom Hygiene
gives his expert advice for maintaining perfect hygiene in
your hotel’s bathrooms
You’d be forgiven for thinking
that good dishes and quality of
service are key areas to focus
on when building your hotel
business. However, research
has shown that the hospitality
sector is at risk of losing
customers unless hygiene
standards match-up to the
high standard of services that
are offered.
Simply put, the quality and
cleanliness of your washroom
facilities should drive revenue
and greatly enhance the
reputation of your business.
Hotel businesses must make
sure that they invest as much
in the cleanliness of their
restaurant, bar and washroom
facilities as they do on the decor
of the building to ensure guests
are happy.
Initial Washroom Hygiene
carried out global research
to evaluate public hygiene
habits and found 88 per cent
of respondents in the UK
admitted hygienic washroom
facilities in restaurants are an
important factor in returning to
an establishment, and almost
half (48 per cent) said they
would never return to a cafe or
Easy and Cost Effective
Dr Barratt says: Aside from encouraging staff
to regularly wash and then dry their hands
thoroughly, hand sanitisers should always be
available. The most effective sanitisers are those
which are not based on alcohol, like Initial’s
UltraProtect, which forms a gentle, long-lasting
and invisible barrier across hands, inactivating
germs for hours after use and protecting against
a wide range of bacteria and viruses, including
Campylobacter and Norovirus. Research shows
restaurant because of poor
hygiene standards.
The quality of washrooms
can directly impact the
profitability of restaurants,
hotels and bars, with more than
80 per cent of people saying
a venue needs to be clean
in order for them to consider
parting with their hard-earned
cash. These findings highlight
the need for establishments to
educate their employees about
the importance of personal
hygiene and it’s a serious issue,
which businesses must face
if they are to stay afloat in a
competitive market.
Hotels must focus on
critical hygiene practices
such as ensuring all staff have
clean hands and toilet and
washroom facilities are properly
maintained, or they risk losing
some of their loyal customers.
“Finger tips and thumbs
often get missed during
hand washing”
that finger tips and thumbs often get missed
during hand washing. It is recommended that you
should wash your hands for as long as it takes
to sing happy birthday twice (up to 30 seconds).
Thorough hand washing helps to reduce and
remove potentially harmful bacteria and viruses.
In the Bedroom
Neil Quigley, managing director, Quality
in Tourism, the official assessment
service for VisitEngland gives his advice
on bedroom hygiene maintenance
When assessing hotels and other accommodation types, cleanliness is
always an important part of the process.
Many guests say they don’t mind staying in any accommodation
establishment so long as it is clean, which shows just how important
cleanliness is and how much of a basic principle it is that all
accommodation types are spotless.
Keeping any establishment clean and spotless is no easy feat. It is
a daily task, which takes lots of time and effort, but probably one of the
most important elements to running a successful quality establishment.
“Keeping any establishment clean and
spotless is no easy feat. It is a daily task,
which takes lots of time and effort”
Top 5 Tips to Remember When Cleaning Bedrooms
Think eye line
Guests sit down in rooms, lie on beds and sit in baths, therefore,
their eye level will often be different to the person who cleans the
room. As a result, there is potential for things to be missed, such as:
■ Dust and dirt sitting on top of bathroom fan extractors
■ Build up of dust and dirt in soap dishes
■ Dust and dirt in other areas such as the tops of mirrors, pictures,
shaving lights, under beds and skirting boards
1
Check the drawers
Make sure none of the previous guest’s personal belongings are
left behind, therefore, drawers should be checked thoroughly. If they
find someone else’s belongings in their drawer they will naturally
assume that the room hasn’t been cleaned or checked properly.
2
Tea
It is important to rinse and scrub the inside of the guest teapots.
If a guest was to lift the lid of the teapot and find it stained, although
it may have been cleaned, the impression is that it hasn’t.
3
Communal areas are just as important
Check down the backs of cabinets, under tables, chairs for
crumbs or money that has been dropped. Make sure the riser on
the staircase is cleaned; a hand held hoover works best on this.
4
Micro fibre cloths
These are best for dusting as they create static and pick up
more dust than a normal cloth would ever do. Do not use polish on
a micro fibre cloth – they work better when dry.
5
In the Kitchen
Stephen Belcher, product and
segment manager, SCA Hygiene
Products UK talks tackling the kitchen
Flexible Carpet Cleaning
with the BRC 45/45
Simple solutions can greatly aid speedy and efficient
hygiene – one of the easiest and most effective
quick fixes is to use colour coded cloths for the
different wiping and cleaning tasks. This way staff
can instantly pick up the right cloth for mopping up a
floor spill, wiping a table or drying hands.
Besides keeping hands and surfaces germfree, an ergonomic system of cloths and wipers
“One of the easiest and most
effective quick fixes is to use
colour coded cloths”
will provide the premises with a smart, professional
appearance. An increasing number of restaurants
today offer viewing areas where customers can
witness their food being prepared, and this makes it
doubly important to keep the kitchen tidy.
A good cloth or wiper in a smart dispensing
system such as the Tork Performance range of
dispensers can bring order and cohesion to a busy
14
www.hotel-magazine.co.uk
The Kärcher BRC 45/45 C delivers both deep
and interim cleaning in one machine
kitchen. But conversely, loose wipers on the kitchen
units may simply add to the chaos. Dispensers
should be easy to wipe clean for maximum hygiene
and be easy to load, so that busy catering staff will
be able to carry out this task in seconds. Hygiene will
also be enhanced by the fact that dispensers keep
wipers and cloths protected before use.
One of the most stubborn kitchen cleaning jobs is
dense grease around cooking areas, which needs to
be tackled at the end of every day.
Out of the kitchen in the front of house area,
cleaning tables is a vital chore, which should be
carried out throughout the day.
For great deep cleaning results,
water and detergent is sprayed onto
the carpet, the carpet is agitated
by two contra-rotating brushes and
the liquid is immediately vacuumed
back up. The whole process takes
place in a single pass, leaving
carpets dry enough to be used in
only a few hours.
However, when time is of the
essence the same 45/45 can also
be used for fast, efficient interim
cleaning. Using Kärcher’s iCapsol
interim process, the carpet is clean
and ready for traffic in just 20
minutes.
hygiene standards
Sponsored by
The Smell of Success
Gareth Cowmeadow, scenting specialist at Ambius explains
the importance and benefits of scent marketing
At a time when well-known companies and
products have already fine-tuned key aspects
of their brand, from celebrity spokespeople,
music, packaging and marketing materials,
product giveaways and customer service, scent
is the remaining sense to engage. Impressively,
humans recall smells with 65 per cent accuracy
a year after smelling them, in contrast to 50 per
cent of visuals after just three months, which
makes it all the more important to utilise this
additional sensory tool when trying to engage
your customers.
Smell can have a number of uses in hotels,
by creating a positive ambience and an added
connection with the customer. In a world where
visual and aural stimuli have been exploited to
the max, businesses should be aware of how to
capture the power of smell to influence customer
behaviour and create an enhanced experience.
‘Smell memory’ is the most powerful part
of our memory, with humans able to recognise
10,000 different odours. When you first perceive
a scent, you connect it to an event, person or
object. When you smell the scent again, it often
triggers a memory in the form of a conditioned
response. Incredibly it is believed that 75 per
cent of the emotions we generate on a daily
basis are affected by smell and no two people
experience an odour in the same way, making
this sense a very personal one. Research has
shown that 40 per cent of customers stay longer
in pleasantly scented environments – and the
longer people stay, the more likely they are
to make a purchase or form a connection with
a brand.
Frequent travellers often cite the smell of
a hotel as being associated with home. Hotels
such as The Montcalm in London, have taken
scenting a step further, by launching a personal
scent offering in each of their guest bedrooms.
Guests are able to choose an aroma for their
room from a ‘scent menu’, which includes saw
grass, lotus flower and marine
fresh to name a few .
Scenting is still relatively
new in the UK, whereas it is used
more widely in Europe and the US. Previous
scenting techniques and products have used
heavy air droplets which produce over-powering
smells, but advancements have been made
which use micro particles to distribute fragrance
evenly, to create a subtle and sophisticated
aroma that’s lighter and lasts longer.
Even though there are hundreds of scents
available, having a bespoke scent for your brand
is recommended. A signature scent can take
“40 per cent of customers
stay longer in pleasantly
scented environments”
weeks of consultation, design and testing to
get right, and specialists work hard to create
the right smell for the brand. But the benefit of
creating something new, is that the association
with the brand will be even more special and
therefore, more distinct.
In today’s tough economic climate, the
hospitality sector needs to work even harder
to drive customer satisfaction and encourage
spending. Scenting is another tool to help
businesses do this and should be considered
seriously as visual marketing, which is an
effective and subtle way of making positive
changes to the perception of a brand. Scent and
sensory marketing has the potential to increase
sales, boost brand loyalty, spur brand advocacy
and create a strong lasting emotional connection
with customers. Customer experience goes far
beyond what simply meets the eye, or the ear,
so try and create a lasting impression for your
customers which appeals to all senses.
Commercially Upright
16
www.hotel-magazine.co.uk
More is less:
Establishing a good preventative and interim cleaning regime
will save time in the long run by significantly prolonging the period
between time-consuming and more operationally complex deep
cleans. Especially quiet operating, compact machines designed
by Kärcher for the hospitality sector can be used in the daytime
without disturbing guests.
1
Minimise downtime:
Not all deep cleaning processes are alike. For example, when
considering available carpet cleaning options, compare combined
cleaning and drying times. Because intuitive solutions that require
minimal set up and extract the maximum amount of residual
moisture will free areas for faster reuse, the initial outlay can be
rapidly offset. Using an air blower after a wet clean can reduce
drying times by up to 50 per cent.
2
Make first impressions count:
Restore lost shine with no additional labour. Over time hard
floors, particularly terrazzo, travertine and marble often become
matt or scratched. Gradual restoration can be incorporated into
the daily cleaning regime by simply fitting Kärcher’s diamond pads
to the existing disc head scrubber drier or single disc machine.
The process requires no added time, but actually saves on
detergent usage.
3
Trap it:
Entryway matting is a low cost solution to prevent excess
dirt and water from collecting in your foyer and will protect your
employees and guests from slip hazards.
equipment across very large
areas, and this inevitably takes
its toll upon the operative’s
health and safety. Pulling
a cylinder can also lead to
accidents, such as trapping
power cables or disturbing
stock. A major benefit of a
good quality upright is its
lightness. Choosing a vacuum
cleaner that is no more than
For a clean interior, start outside:
Maintaining a clean exterior is a fast and simple way to reduce
the amount of debris that reaches your interior – as much as 94
per cent of the dirt in your business is brought in from outside by
guests. Keeping paths and patios clear and clean with the aid of
pressure washers or sweepers will benefit presentation standards
outdoors and in.
To find out more about how Kärcher’s cleaning solutions,
visit www.karcher.co.uk
5
“Commercial cleaning is a consistent,
regular task that must be conducted to
the highest standards”
9kg in weight is highly beneficial
for operatives.
Today’s technology allows
many advances in the design of
uprights including time saving
features, such as multiple-layer
bags to seal in dust and dirt,
multistage filtration and low
noise output.
Upright cleaners are
inherently more efficient than
cylinders. Not only does the
rotating brush provide better
cleaning efficiency but, it also
covers the floor much quicker.
When using cylinders, the
operator has to scrub the floor
with the floor nozzle, putting
in much of the physical action
themselves, whereas with an
upright the brush roller does
the work. The operator just
has to move the upright over
Protect your assets and extend their lifetime
with a methodical approach to cleaning
4
Justin Binks from SEBO, explains why upright
vacuum cleaners are ideal for commercial cleaning
The cleaning of any
commercial space has to be
done quickly, efficiently and
regularly, especially in hotels
where there is a constant
stream of guests. The correct
choice of vacuum cleaner is
therefore essential.
Flooring in commercial
premises is often a
combination of both hard and
textile flooring. With many
surfaces to clean, choosing
a vacuum cleaner that can
accommodate both saves
time and effort, thus keeping
cleaning costs down. Upright
cleaners with strong suction
and driven brushes are the
most effective models for
carpets as they groom, lift
the pile and remove dirt far
more effectively. Cylinders
tend to crush the pile and
trap the dirt, removing only
visible surface litter. This, in
turn, leads to dust and allergy
accumulation. Good quality
upright vacuum cleaners also
have different height settings
to allow adjustment to different
pile heights and constructions.
An electronic guidance for
brush height on certain models
ensures optimum cleaning
results and longer brush life.
A key advantage of an
upright cleaner over a cylinder
model is its ease of use.
Cleaning operatives sometimes
have to carry heavy cleaning
How to Get the Best Out of Your
Cleaning Regime
the floor and, if this is done in
a systematic way – such as
overlapping one pass sweeps
– then the floor area is cleaned
significantly faster than is
possible with a cylinder, thus
saving considerably on time
related costs.
Commercial cleaning is a
consistent, regular task that
must be conducted to the
highest standards. By using
quality, reliable and long lasting
equipment, this can help to
facilitate and speed up the
cleaning process. In the long
term, it is worth investing in
a quality, reputable upright
that offers reliability, superior
performance and efficiency.
For further information on
SEBO, call 01494 465 533 or
visit www.sebo.co.uk.
Sweep Easy with Kärcher’s KM
70/20 C
For fast, regular clearing of
pathways, patios, car parks
and indoor areas, the KM 70/20
C push sweeper is a low cost
way of keeping your business
well-presented and safer for
guests. Performing many times
faster than a broom, collecting
significantly more dust, and
demanding considerably less
physical effort, the KM 70/20 is
typical of Kärcher’s high build
quality and attention to detail.
Designed to be as simple to
operate, clean and maintain as
possible, the small dimensions
and folding handle make it easy
to store and use at any time.
buying the best
t
s
e
B
e
h
t
f
o
Six
Bed Linen
In the hotel business first impressions really do count, and after jumping that first
hurdle with guests at check-in to ensure your hotel meets their expectations, you
wouldn’t want to ruin your reputation by forgetting to invest in a good quality range
of linens.
Before you make that all important purchase, be sure to choose a style that
won’t date too quickly and offers a clean and fresh look. Also, take the time to pick
a good quality material that will withstand constant washing and general wear and
tear. Check out this selection of some of the best the market has to offer.
See more product news on our website
www.hotel-magazine.co.uk
A combination of comfort and style is the key to
selecting the right range of linen for your hotel
Company: Girbau UK
Name of product: Girbau Fluffy Towel Laundry
Description: Girbau’s energy-efficient Fluffy Towel
Laundry system uses proven ozone technology that
has been specifically designed to improve the washing
and drying of towels. Ozonated water in the washer
penetrates towel fibres and helps to remove dirt more
effectively while reducing water consumption.
What are the selling points? A new concept that can
immediately achieve cost savings of 30 per cent and
requires no capital outlay, a Fluffy Towel Laundry
ensures hotel customers always get fresh luxury
towels and hoteliers no longer have to worry about
quality and supply issues. It also enables the business to eliminate the road miles
associated with rental deliveries and their associated carbon footprint.
Prices: Available on request.
Contact: 01462 427 780, www.girbau.co.uk
Company: Majestic Towels
Name of product range: Perscale Linen range
Description: Guarantee clients a good night’s
sleep with Majestic’s luxurious Percale Linen range
designed specifically for hotel use. Percale is a
closely woven fabric and with Majestic’s
uncompromising manufacturing standards, spun
to a 400 thread count.
What are the selling points? Innovative
properties of Percale provide the highest quality
fabric, being softer, smoother, shinier and longer
lasting than standard poly cotton, and making it great as a long-term business
investment. The feel is luxurious while only being of a medium weight, so it is ideal for
layering if required. The material washes very well and resists piling while retaining its
soft touch through time making an ideal choice for contract laundering and busy hotels.
Prices: Available on the website.
Contact: 01217 720 936, www.majestictowels.co.uk
Company: Mitre
Name of product: Savoy
Description: The Savoy range of bed
linen is tailored from classic simple white
Egyptian cotton with a high 398 thread
count and a soft, crisp and luxurious
finish. This elegant white bedding is
available in duvet covers, pillowcases
and flat sheets with sizes ranging from
single to super king.
What are the selling points? Offering
luxury and opulence, the Savoy range
provides a smooth finish, good looks,
high quality and great value. The linen is
made from 100 per cent Egyptian cotton. Its Oxford pillowcases are elegantly finished with
a row of festoon stitching and duvet covers are open bag for ease of use.
Prices: Available on request.
Contact: 01685 353 456, www.mitrelinen.com
Company: Hilden Linens
Name of product: Classic cotton rich satin stripe
Description: This Classic range of satin stripe bed
linen is perfect for BnB, guesthouse and hotel owners.
With an 80/20 cotton rich mix, 200 thread count and
convenient hand holes, it’s ideal for regular laundering
and speedy bed changes. It is also available in single,
double, king and super king with three types of
matching pillowcase.
What are the selling points? Benefitting from
luxurious cotton rich fabric, it’s the 80 per cent cotton
and 20 per cent polyester mix that ensures this bed
linen is a luxury product with great processing
qualities. It’s sure to make bedrooms look elegant and
luxurious, while the quick drying and washing times
make it very efficient.
Prices: Available on request.
Contact: 0845 437 9854, www.hilden.co.uk
Company: Johnsons Stalbridge
Name of product: Elite bed linen
Description: Stalbridge’s Elite bed linen range
is made from 100 per cent Egyptian cotton to
ensure a real luxurious feel while your guests
sleep. Both sheets and duvet covers are
available in single, double, king size and super
king size. The sheets are plain white while the
duvet covers come in satin stripe.
What are the selling points? Made from 100
per cent Egyptian cotton, this linen offers first
class comfort and the satin stripe offers a
quality feel. As Stalbridge hire and launder the products, the linen can be laundered
efficiently, as some of Stalbridge’s factories are capable of recycling up to 50 per cent of
their water use.
Prices: For a quotation, please contact Stalbridge.
Contact: 0800 093 9933, www.stalbridge-linen.com
Company: King of Cotton
Name of product: 600 thread sateen
Description: The 600 thread sateen
range consists of duvet covers, fitted
and flat sheets and pillowcases.
What are the selling points? This
range of pure cotton bedding is ideal
for the hotel environment. Six hundred
thread count is a substantial weight,
which will withstand the rigours of
professional use and regular washing
while keeping its shape. Sateen
provides exceptional lustre and a soft
inviting feel.
Prices: Available on request.
Contact: 020 8332 7999,
www.kingofcotton.co.uk
• NO MINIMUM ORDER
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Marl Road, Knowsley Industrial Park, Merseyside L33 7UH
Tel: 0800 917 6518
www.bedfactorycontracts.co.uk
18
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We have over 25 years of
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CO M PA N Y
5
Contract Source 5 adhering to
BS7177 for your establishment
f&b operations
Supply
and
Demand
Finding a reputable food supplier that
offers quality, cost and great service is not
always an easy task. We find out how to
track down the right ones for your hotel
O
ne of the most popular food trends currently dominating the
dining sector is the demand for locally sourced produce.
Fuelled by consumers who increasingly want to know more
about their food, including what, where, when and who,
many hotels and their restaurants have identified this need and have
begun to capitalise on the trend. As a result, lots of hotels across the
country have introduced detailed descriptions of meals on their menus,
launched special attractions such as foraging trips and even opened up
their own kitchen gardens. However, this does raise the question from
those who are yet to adapt, is locally sourced produce always best?
Sourcing locally
Using suppliers who are close to home can give your business another
unique selling point to really push. Consumers love to know that the
food you’re serving is from a local source and this is something that
you should be making clear to customers by placing it in your menu
descriptions. Working with local suppliers can also help cut your hotel’s
carbon footprint.
Vicky Eyre, assistant manager, The Old Hall Hotel, Buxton, says:
“Wherever possible, we prefer to source local produce and in this
environmentally and health conscious age, it’s almost always expected
that any high quality hotel will offer a locally-sourced menu.”
The Old Hall Hotel recently became the first hotel in Buxton to
receive the Peak District National Park Authority’s Environmental Quality
Mark (EQM) in recognition of its commitment to support the local
economy and a large part of this was a testament to how closely it
works with local food producers.
“Sourcing locally ensures that not only can we support the local
economy and reduce our carbon footprint, but we can also offer
our guests the freshest food and a wide range of dishes created by
suppliers on our doorstep in the High Peak, where we are surrounded
by an abundance of local butchers, bakers and cheese makers in
particular,” Ms Eyre adds.
However, local doesn’t always mean the best and there are certain
parts of the country that are renowned for their quality produce, for
example Scotland is very well-known for its fresh and smoked salmon.
Harwood Warrington, restaurant operation’s director, Macdonald
Hotels and Resorts, says: “We have numerous award-winning
restaurants with more than 40 AA accolades to our name, and to get to
those standards we take our carbon footprint very seriously and seek to
use locally sourced products where possible. However, certain products
are sourced from elsewhere to ensure our chefs have all the right raw
materials to create the finest dishes.
“An example of this is the Scottish beef, sourced from Scotbeef,
that we serve in all of our restaurants, as the nutrients in the grass make
for a higher quality beef, so we source beef from Scotland for all our
hotels. Where needed, we will utilise central purchasing to ensure the
best quality ingredients and that our guests taste only the best,” Mr
Warrington adds.
Rory Whelan, head chef at Adnams Hotels’,
The Crown and The Swan in Southwold feels it is
beneficial to shop around for local produce where
the supplier can provide quality and volume. He
says: “Using local ingredients helps create a story
around your dishes. By shopping locally, I find
that suppliers or producers work harder for you as
they know that you will be highlighting where your
product is sourced from to the end customer and
help build their reputation and possibly increase
their customer base, which is not always the case
with the bigger national or regional suppliers or
producers.”
“It’s always worth shopping
around for good deals and
the age old method of
haggling is still the best way
to secure a good price”
Price, quality and service
Whether you’ve decided to take your hotel down a
locally sourced route or not, some of the key things
you should be looking to secure are price, quality
and service.
Where possible always shop around, if you’re
buying on a daily basis or in bulk there should be
a little room to negotiate a deal of some kind with
your suppliers. Don’t be afraid to bring this subject
up in conversation.
“It’s always worth shopping around for good
deals and the age old method of haggling is still the
best way to secure a good price,” explains Ms Eyre.
Get the Best out of Your Supplier
Rory Whelan, head chef at Adnams Hotels gives his top
advice on things to consider when looking for a supplier
Supplier reputation – this is probably the first
and foremost point to consider before starting
negotiations with new suppliers. Also, always research
prospective suppliers, find out which other businesses
use them and whether they are establishments with
similar standards and offering similar quality food to
your own. It is also useful to know what they have got
to say about them.
Shop around – look at two or three different
suppliers, work out the positives and negatives and
decide which is going to fit in best with your food
and beverage offering.
Meet your prospective suppliers – try and do this
more than once before making decisions and visit
their premises. It is always a good test to see if they
speak about their product/service as enthusiastically
on the third meeting as they did the first time they
met with you.
Meeting your specifications – Make sure that the
products supplied are of the standard of quality
you require and ensure that the provider can supply
sufficient volume of ingredients and maintain
consistent quality on demand.
20
www.hotel-magazine.co.uk
“We are always keen to work with those who
offer the best possible customer service,” adds
Ms Eyre. “Reliability and good reputation is very
important and we always choose to work with
suppliers who go the extra mile and can help us
out at short notice.”
“At Macdonald Hotels, we don’t simply look
at cost, we look at value – and that means high
quality at the right price,” explains Mr Warrington.
“We carry out benchmarking exercises to ensure
costs are in line with market trends. We also
consult various market intelligence reports to
ensure we have knowledge of the market and any
impacts on sourcing costs.”
Mr Warrington continues: “Our suppliers must
have the ability to supply to sites throughout
the UK, a proven track record in supplying to
the hospitality industry, a high quality product
and they need to perform well in terms of price
when benchmarked against other suppliers. They
must also have all of the relevant food standard
accreditations and meet the requirements of our
provenance statement.”
Shabaz Mohammed, managing director, Pelican
Procurement Services says: “Quality must never
be compromised. Consistency is paramount and
it is why customers keep returning to hotels. If a
supplier’s quality slips then swift action must be
taken to correct this or alternative suppliers must
be introduced. Maintaining quality is best done
by understanding how the supplier manages their
business and the quality systems they have in
place. Visiting a supplier’s premises and speaking
to their staff can easily separate those who care
about their customers and those who just follow
process as part of a day’s work.”
Check hygiene records and
documentation – it goes
without saying that hygiene
is of utmost importance
when selecting suppliers and
checking FSA and EHO ratings
is an easy starting point.
Communication – you should expect suppliers to
regularly be in touch to check that the service and
quality is meeting your demands. Will they keep you
informed and give you sufficient notice if a shortfall
in the supply of a product is imminent, due to adverse
weather or informing you of possible price changes?
Pricing – while important, the price of the product
needs to be fairly reflective of the quality required.
The main consideration here is: is the product price
offered by the supplier realistically something you can
put on the menu and know the customer will be to
pay for?
Flexibility – knowing that a supplier can bend when
needed and fit in with your requirements when you
have a problem is invaluable and best asked before it’s
too late. It’s nice to know that your supplier can help.
Clinic
Hotel
Each month we look to diagnose some of your most common business queries
Coffee Gone Cold
Q
The sales of coffee in our bar and restaurant
have recently seen a dip. What can we do to
turn this around and make the most of our
coffee offering?
Mr Bell says: Many hoteliers are quickly realising that they
need to be able to serve coffee at all times of the day to
maximise and drive sales. Coffee remains popular after
meals and during breakfast service of course, but
consumers are drinking coffee more than ever before and
as a result expect great quality, great tasting beverages
wherever and whenever they request it.
Equally, as consumers become more hot-drink savvy,
hoteliers have been forced to adapt their offering and
improve the hot drinks available to their customers, or
risk losing business to high street coffee chains. For
example, coffee is often perceived as a premium product
and therefore offers great profit margins when compared
with other hot drinks. Consumer awareness of different
coffee styles presents hoteliers with the opportunity to
offer a range of coffee types from flavour infused coffees to
traditional espressos.
A hot drinks offering can be implemented easily if
hoteliers invest in the correct equipment such as a coffee
machine that can serve individual barista style drinks rather
than a bulk coffee offering.
Hoteliers also have an increasing opportunity to cross-sell.
Not only are snack and coffee deals perceived by patrons
to be offering value for money, but they’re also an excellent
opportunity for hoteliers to introduce new product lines to
customers, whether this be a new hot drink, new coffee blend
or other food product.
Finally, hoteliers can also look to additional training or
sales support for onsite staff. Any establishment’s most
powerful sales tool is its waiting staff, so ensuring that
employees are fully trained and knowledgeable of the
products they sell is important.
The profit margins offered by providing a great hot drinks
offering are difficult to ignore for hoteliers and being seen to
embrace a ‘café culture’ can provide added value to your
patrons and improved sales for your hotel.
Building Relationships
Q
We’ve just recently decided to provide free
WiFi to all our guests, so how can we make the
most of our offering?
Mr Simmons says: Hotel managers need to consider the
following when it comes to delivering the seamless wireless
experience that guests have come to expect:
Multiple devices
Today, many business guests check in with a tablet,
smartphone and laptop, while families are following suit with
many having more than one internet enabled device. This
means the pressure on the network might be greater than
first anticipated, so plan accordingly for this by ensuring you
have the correct technology to support the demand.
Reach and location
Make sure that access points are in good locations to
optimise performance, but watch out for interference.
Know which are your most active SSID’s and access
points. This can help you to determine busy areas for
wireless activity and whether you can provide differentiated
services or if you potentially need more capable access
points for demanding areas, such as conference rooms.
Security
Allowing users to connect to your network using any
device, from any place, at any time requires 24/7 network
monitoring. Hotels require a robust security solution to
regulate and to protect themselves against today’s application,
web, email and network threats. They can prevent access to
such services using Next Generation Application firewalls, in
addition to anti-virus, anti-spam, web and email content filters.
Future-proof the guest experience
Look at ways to leverage your network to improve guest
experiences and win new and repeat business. Just as
airline passengers can use their smartphones to check in for
boarding, guests can utilise connected devices as part of
their stay. A smartphone can act as an access key to a gym
or bedroom and a dedicated application to support food and
beverage orders can be downloaded to a tablet to reduce
service waiting times.
Cut Costs
Q
I am keen to create cost savings and
reduce energy consumption but don’t
want to affect the comfort and service
our guests expect, what can we do?
Mr Lancaster says: Within the hotel sector, energy
costs may only be a small percentage of turnover,
but reducing them can directly increase revenue
without the need to increase sales. Money saved on
energy goes straight to the bottom line which makes
businesses more competitive – and with rising energy
prices, this is more important than ever. The
implementation of simple energy efficiency measures
can also increase levels of staff and customer
comfort as well as improving general morale.
Air conditioning can increase a building’s energy
consumption and associated carbon emissions by up
to 100 per cent. But you never want to tell a guest
that they cannot keep their room at the temperature
they like because you are trying to conserve energy.
A good way to cut those costs can be to invest in a
highly efficient HVAC system that uses less energy
and fewer kilowatts to cool and heat a room and can
be managed centrally for times when the room is not
being occupied.
Up to 40 per cent of a building’s electricity use is
accounted for by lighting. Switching to LED lighting,
which can be up to 10 times more efficient than
incandescent lighting can, in the long-run, save your
hotel thousands of pounds through lower electric
bills and the cost of buying and replacing burnt out
light bulbs. Investigate all of your lighting options
and see which ones work best for you and your
hotel. Other initiatives include: Occupancy sensors,
which switch off lighting when there is nobody in a
room and daylight sensors, which adjust the artificial
lighting according to the amount of natural light in
a room. In a similar vein, doing a broader energy
audit can identify areas where you are overspending.
Check everything that uses electricity, gas or other
fuel. You will see where you are spending the most
money and can often make adjustments or introduce
technology to lower your overall expenses without
negatively impacting on the guest experience.
Meet the experts
Andy Lancaster
Head of hotels
RBS
www.rbs.co.uk/corporate
Martyn Bell
Douwe Egberts Professional
www.douweegbertsprofessional.com
Tris Simmons
Networking expert
NETGEAR
www.netgear.co.uk
Got a question for our panel?
Email [email protected]
or tweet us @hotel_business
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www.hotel-magazine.co.uk
21
last words
Last
Words
The Three Crowns in
Chagford, Devon is owned
by St Austell Brewery.
Adam Luck, estate director
gives us an insight into the
business and how it has
been brought back to life
Tell me the story of the hotel
The Three Crowns in Chagford, Dartmoor is an old 13th century
manor house and in 1952 it was registered as a listed building of
historical and architectural importance. By the end of 2010 the hotel,
which is owned by St Austell Brewery, had become rundown and
was closed for 18 months. Managers Matt and Sally Perkins joined
the hotel in 2012, and together we began a £2m refurbishment.
We worked closely with English Heritage and the Dartmoor
National Park to make sure that the renovation was done
sympathetically and the balance of the original features, which
make it a one of a kind, such as the solid granite walls, inglenook
fireplaces and wooden beams, paired with more contemporary
upgrades throughout.
The Three Crowns reopened in June 2012 and
since then it’s just gone from strength to strength.
What challenges have you faced since
opening?
As the hotel had been closed for so long, the biggest
challenge was just letting the world know that we
were open again and putting The Three Crowns back
on the map. We needed to make people aware of all
the improvements that had been made, as well as
making sure that the local community were on board
and supported what we were doing, but luckily they
have all been fantastic and very supportive.
“As the hotel had been
closed for so long, the
biggest challenge was just
letting the world know that
we were open again”
Where are you spending the majority
of your budget?
Definitely on marketing; getting the word out and
making sure people know where to find us. We’ve also
put a lot of effort into the website to make sure it is a
good reflection of the hotel and updating it with things
like 360 degree tours and lots of new imagery. We’ve
taken advertising with local media and worked with
booking agency websites such as Booking.com and
Expedia, which has brought us a lot of international
guests particularly from Europe and the USA.
■■■■■■■■■■■■
■
■
■
■
Average room rate: £110
Average food spend per head: £20
Average weekly occupancy: 60%
Staff members: 40
occupancy is around 60 per cent and we’d like to get
this up to 80 if we can.
We are also very food orientated and want to
continue to grow that side of the business – an AA
Rosette for the restaurant would be fantastic.
What did you want to be when you
were younger?
I always wanted to work in the pub trade and I was
lucky enough to join the family firm of St Austell
Brewery at a young age.
How would you describe yourself in
three words?
Imaginative, supportive and untidy.
What are your future plans?
We want to grow our occupancy rates, particularly
outside of the peak season – in the summer we are
more than 90 per cent full, but our average weekly
If you weren’t a hotelier what would
you be doing?
Market gardening.
Commercial laundry solutions
Alliance invests in new European showroom and training facility
to support ambitious expansion plans
A
lliance Laundry Systems, the world
leader in the design, manufacture and
supply of commercial laundry solutions,
has opened a new, state-of-the-art
demonstration and training facility in Europe.
The Alliance Competence Centre in Barcelona
not only provides a modern showroom for its four
brands represented in Europe, but also a Technical
Training Room to enable maintenance and support
engineers to receive hands-on training for all new
and existing products.
The facility, which comprises more than
1,650sq m of demonstration suites and offices over
two floors, will provide the perfect environment in
which to show why Alliance continues to dominate
the commercial laundry sector, according to José
Gutiérrez Garay, Country Manager for Spain: “The
investment in our new Competence Centre reflects
the importance of the European market,” he says.
“It also confirms our desire to provide
the highest levels of sales, engineering and
Editor: Zoe Monk
[email protected]
News and Features Writer:
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Group Editor: Charlotte Smith
[email protected]
Publisher: Tony Phelps
Publishing Director: Helen Tudor
Advertisement Manager:
Jenny O’Neill - 01206 506 227
[email protected]
maintenance support for distributors and end-users
alike.”
Centre stage within the new facility is its IPSO,
UniMac and Speed Queen brands. The two former
brands satisfy the needs of the on-premise laundry
(OPL) market for their rugged design and reliable
performance, with customers ranging from landlords
of residential tower blocks through to the world’s
biggest hotel chains.
Speed Queen is used within the self-service
laundry market and is the world’s largest commercial
laundry brand with more than 30,000 Speed
Queen equipped stores already in operation. Newly
launched in Spain, the ambition is to build a network
of more than 1,500 stores across Europe over the
next four years.
José says that the Competence Centre will also
provide a showroom for equipment manufactured
by Primus, the business acquired by Alliance earlier
in the year: “With Primus and our existing brands,
we have the most comprehensive line-up of leading
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Published By:
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Email: [email protected].
How to contact us
Editorial:
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Email: [email protected]
“It also confirms our desire to provide
the highest levels of sales, engineering
and maintenance support for distributors
and end-users alike.”
products for all markets,” he says, “confirming our position as the
world’s leading manufacturer of commercial laundry equipment.”
The Competence Centre will also provide the headquarters for
Alliance in Spain, with additional meeting rooms and office space for
global employees or customers visiting the country.
Advertising:
Hotel Business,
21/23 Phoenix Court,
Colchester,
Essex, CO2 8JY
Tel: 01206 506 227
Fax: 01206 500 228
Email: [email protected]
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recognises all copyrights and trademarks. Where
possible, we have acknowledged the copyright
holder. Contact us if we haven’t credited your
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All contents Aceville Publications Ltd. The views expressed in this
magazine are not necessarily those of the publisher. Every effort is
made to ensure the veracity and integrity of the companies,
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