EXTERIOR FACELIFT?
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EXTERIOR FACELIFT?
au d i t b u re au ci rcu l at i o n (1s t J u l y 20 12 - 30t h J u n e 2 0 1 3 ) 7, 8 1 3 JULY/AUGUST 2014 £3.50 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 Looking for a job in hospitality? Check out our website www.hotel-magazine.co.uk for a choice of almost 150 new roles! www.cleanbuildings.co.uk or call us on : 020 8453 1494 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” www.hotel-magazine.co.uk 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 We have over 25 years of specialist experience in the manufacture and supply of high quality contract beds and furnishings to the hotel, leisure, local authority, care and educational institutions. Marl Road, Knowsley Industrial Park, Merseyside L33 7UH Tel: 0800 917 6518 www.bedfactorycontracts.co.uk 4 www.hotel-magazine.co.uk • NO MINIMUM ORDER • FREE DELIVERY • QUICK DELIVERY • CONFORMS TO FIRE REGULATIONS • IHG SPECIFICATION • MATTRESS ONLY OR FULL BED 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.” Food Check thermometer & probe ‘Ideal for the professional caterer, the Food Check thermometer will measure temperature of cooked & chilled foods quickly & accurately’ Smart Move for Hilton Double Tree at Heathrow All rooms have just had the new Hotel Mode Toshiba LED 39" Smart Tv's installed. Toshiba and Chantry - In partnership Contact us for a free site survey and quote. Chantry Digital Ltd www.chantrytv.co.uk 0800 373246 [email protected] S A L E S / R E N TA L / L E A S E only £55 + carriage & VAT www.etiltd.com 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 www.hotel-magazine.co.uk www.hcp-ltd.com 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. QUALITY TOWELS, ROBES AND TOWELLING PRODUCTS Britannia House, Mole Street Sparkbrook, Birmingham B11 1XA Tel Nos. 0121 773 9091/772 0936 FREE BROCHURE SENT ON REQUEST Fax No: 0121 766 8029 E-mail: [email protected] www.majestictowels.co.uk 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. product innovations Latest Innovations Stay ahead of the most current developments with our round-up of this month’s top products NEW, HEIGHT ADJUSTABLE SALAMANDER RANGE FROM PANTHEON Pantheon’s new, durable, height adjustable salamanders can cook, brown, reheat and hold many different kinds of food. They are also perfect for finishing foods, such as au gratin dishes, immediately prior to service and even for warming plates. Tel: 0800 046 1570 Web: www.pantheonce.co.uk UNIQUE PERSONALISED COFFEE-BAGS Upgrade your customers to the real thing with complimentary coffee bags, allowing them to make real coffee in their room without the mess of machine or cafetiere. Switch on the kettle, and open the personalised foil sachet to reveal a 100% Arabica Ground Coffee –single origin Colombian coffee-bag. Enjoy! Tel: 0845 2300 134 www.odwyerbespoke.com FREEDOM FOR INCLUSIVE DESIGN AS IDEAL STANDARD LAUNCHES NEW RANGE Ideal Standard has unveiled Concept Freedom, a new range of accessible bathroom products. The range incorporates products that allow specifiers to create fully Part M compliant ensuites, demonstrating how wheelchair accessible bathrooms can be as contemporary and beautiful as conventional bathrooms. This range has been developed to meet the needs of the less abled, whilst maintaining the design integrity of Robin Levien’s Concept suite. www.ideal-standard.co.uk MICRO TERRY BATH ROBE The premium quality garment is double stitched with generous 2.5cm belt loops, two patch pockets and a superior quality hanging loop. Designed and manufactured exclusively by Majestic, this durable white bathrobe with a shawl collar is available in sizes medium, large and extra large. Bespoke embroidery services are available on request. Telephone number: 0121 7720936 Web address: www.majestictowels.co.uk NEMOX GELATO 6K CREA: A TASTE OF THE FUTURE FROM MITCHELL & COOPER Dubbed ‘the ice cream machine of the future’, the Nemox Gelato 6K CREA from Mitchell & Cooper promises to consistently deliver artisan crafted ice cream that even the most discerning of diners will enjoy. Tel: 01825 765511 or visit www.bonzer.co.uk WALL-HUNG SANITARYWARE “TO GROW SIX FOLD IN THE NEXT TWO YEARS” Good design and ingenuity are increasingly sought in the UK bathroom market and designers and consumers are now turning to solutions that have long been commonplace in European countries such as Germany and Austria. Nowhere is this truer than with wall-hung sanitaryware which is fast becoming seen as the solution when specifying new bathrooms. please visit www.abacusdirect.co.uk or call 0845 8 50 50 40. 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 Spoil your guests With a royally approved reputation for creating some of the safest, most hygienic and most comfortable mattresses, beds and sofa beds in the world – direct from our carbon neutral and FSC certified factory! With a complete upholstery solution and a unique inspection, design, delivery and installation service. Supported by a disposal and recycling service for old beds guaranteeing 100% landfill avoidance. T: +44 (0) 1159 732180 | E: [email protected] www.hypnoscontractbeds.com Samsung Hospitality TV’s Entertainment That Hits Home Help guests discover an in-room experience with an at home feel with Samsung Hospitality TV’s. From interactive program guides and ability to stream content from mobile devices to accessing OVER THE TOP content, Samsung brings unprecedented features to the market To find out more, Call 020 8953 0160 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 www.hotel-magazine.co.uk 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 • FREE DELIVERY • QUICK DELIVERY • CONFORMS TO FIRE REGULATIONS • IHG SPECIFICATION • MATTRESS ONLY OR FULL BED Marl Road, Knowsley Industrial Park, Merseyside L33 7UH Tel: 0800 917 6518 www.bedfactorycontracts.co.uk 18 www.hotel-magazine.co.uk We have over 25 years of specialist experience in the manufacture and supply of high quality contract beds and furnishings to the hotel, leisure, local authority, care and educational institutions. Call the Sleep Experts With our mattress range direct from our very own factory, we are confident we can supply all the products you need. Factory Trade Prices that Can’t be beaten! One of the Leading Suppliers of Beds & Mattresses with: FREE FAST DELIVERY ACROSS THE UK * We can supply you and your business with; • Mattresses • Bed Frames • Divans • Pillows & more Call: 0800 5677625 FREE Next Day Delivery no matter how many you need! THE BRITISH BED CONTRACT View our massive range online at: www.mattressman.co.uk/contract * Orders over £45 qualify for FREE NEXT DAY DELIVERY made before 4pm Monday to Thursday. 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 SPECIALIST HOTEL PRODUCTS FROM DELIVERING YOUR VISION CALL 0845 555 1212 I VISIT www.airwave.tv 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: Sarah-Jane Lampe [email protected] 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 Accounts: 01206 505 958 Design & Repro: MS Typesetting and Design - 01206 505 470 Steve Streeting, Lee Francis, Donna Blowers, Hayley Underwood and Ben Kemp Typesetting & Ad Production: MS Typesetting and Design Angela Scrivener - 01206 505 471 Subscription Enquiries: 01206 505 965 Circulation Manager: Mick Orrin - 01206 505 912 Published By: Aceville Publications Ltd, 21/23 Phoenix Court, Colchester, Essex, CO2 8JY Tel: 01206 506 227 Fax: 01206 500 228 Email: [email protected]. How to contact us Editorial: Hotel Business, 25 Phoenix Court, Hawkins Road, Colchester, Essex, CO2 8JY Tel: 01206 505 985 Fax: 01206 505 945 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] Subscription Price (10 issues): UK ......................................................£35.00 Europe ...............................................£62.00 ROW ..................................................£92.00 Printed in England All contributions are submitted and accepted on the basis of a non-exclusive worldwide licence to publish or licence to do so unless otherwise agreed in advance in writing. Hotel recognises all copyrights and trademarks. Where possible, we have acknowledged the copyright holder. Contact us if we haven’t credited your copyright and we will correct any oversight. 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, persons, products and services mentioned in this publication, and details given are believed to be accurate at the time of going to press. However, no responsibility or liability whatsoever can be accepted for any consequence or repercussion of responding to any information or advice given or inferred. Copyright Aceville Publications Ltd. DIGITAL TV DEALS FOR HOTELS DELIVERING YOUR VISION CALL 0845 555 1212 I VISIT www.airwave.tv 22 www.hotel-magazine.co.uk Never Beaten on Price* Professional Installation Up to 5 Years Warranty TV Network Upgrades Outright Purchase Rental & Lease Purchase *Proof of alternative price required. Subject to availability Life’s Good with the latest generation of Hotel TV. Combining state of the art design and an ultra slim bezel, LG’s latest generation of $PNNFSDJBM-JUF-&% )PUFM57s bring you the complete Freeview HD line-up at a market leading price. 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