Spring - Alberta Hotel and Lodging Association

Transcription

alberta
hospitality
The Official Magazine of the Alberta Hotel and Lodging Association
Spring 2009
AHLA Convention & Show Guide
PM40026059
embracing diversity
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•
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Rural Tourism
Floor Coverings
Trends in Technology
Investing in Alberta
alberta
hospitality
this issue
18
EMBRACING DIVERSITY
Creating a Culture of Inclusion
The country’s most recent census identifies
more than 200 visible minorities, and as a
consequence, that multicultural concept has
evolved far beyond the confines of simply
being politically correct.
in every issue
4
5
9
45
46
46
Chairman’s Report
President & CEO’S Message
Travel Alberta
Human Resources
Names in the News
Calendar of Events
6
10
13
14
22
24
38
41
42
Rural Tourism
Floor Coverings
5 Tips to Improve Customer Service
10 Trends in Technology
Ramada Hotel and Suites Lethbridge
AHLA CONVENTION & SHOW GUIDE
Investing in Alberta
Child Sexual Exploitation
Make a Splash
alberta
hospitality
Official magazine of
INSPIRING SERVICE, GROWING VALUE
AHLA
401 - Centre 104, 5241 Calgary Trail
Edmonton, Alberta T6H 5G8
Toll Free: 1.888.436.6112
www.ahla.ca
CHAIR OF THE BOARD
Doug Shandro
PAST CHAIR
Lina Venchiarutti
PRESIDENT & CEO
Dave Kaiser, CHA
DIRECTORS NORTH
Hany Assal
Blair Christianson
Matt Rowlette
Steven Watters
DIRECTORS CENTRAL
Thomas Barknowitz
Peter Bidlock
Hans von Bloedau
Barry Zwueste
DIRECTORS SOUTH
Barb Kosterski
Mike Shymka
Michael Sieger
Perry Wilford
DIRECTOR, CAMPGROUNDS
Adam Ledwon
CHAIRMAN’S REPORT
convention
On behalf of the AHLA’s board of directors, I
am delighted to welcome you to your association’s
89th Annual Convention & Trade Show. This year’s
theme, “Changing Realities” acknowledges the
changing environment in which our industry
operates as well as our ability to respond to these
realities proactively, both as individuals and as an
industry.
Given the current economic climate, it is likely
that leisure travellers will trim discretionary
spending, and corporate customers will be
looking for ways to reduce their expenses. We
can no longer expect our rooms to be filled by
the oil and gas sectors and their many spinoffs.
Our businesses will have to change to meet the
new reality of the global economy if we are to
continue to prosper. As owners and managers, we
should resist the temptation to reduce room rates
to attract business. By adopting pricing strategies
for different market segments and distribution
channels, operators can ensure they are positioned
to maintain both occupancy and room rate. I
encourage you to think about how your property
can provide greater value to travellers, such as
luxury rooms at standard rates, packaging with
local attractions, and other amenities that appeal
to those who want to get the best value for their
dollar.
PUBLICATIONS MAIL AGREEMENT NO. 40026059
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Your board of directors has been working to
ensure that the AHLA is ready to respond to
changing realities. I am proud of the work that
the board has done over the past 12 months,
and would like to thank all members for their
contributions. I look forward to working with
the new board and the challenge of leading this
organization in the coming year.
I hope that you enjoy the convention.
THE PUBLICAN
The official publication of
the Alliance of Beverage
Licensees
ALBERTA HOSPITALITY
The official magazine of
the Alberta Hotel &
Lodging Association
PUBLICATIONS
Publisher & Editor - Joyce Hayne
Copy Editor - Debbie Minke
Account Manager - Johannis Breyten
Design & Layout - Krysta Furioso
I also encourage you to take
advantage of slower periods
to make investments in your
property and your staff. If you have sufficient
reserves, an economic downturn is a good time to
reinvest in your property. Not only is it easier to
get competitive pricing on renovations, furniture,
fixtures, and equipment, you can minimize the
impact of renovations on your guests. From a
staffing perspective, the economic slowdown we
are experiencing is a very different reality from
the one we experienced just a few months ago.
It is easier to recruit top talent to your property
and there is more time to invest in training and
development. Investments in your property and
your people will improve quality and service,
helping to ensure guest retention.
Position your company
as a key supplier to the
hospitality industry
Alberta Hospitality is published quarterly by:
T 604-574-4577 1-800-667-0955
F 604-574-2196
[email protected]
www.emcmarketing.com
by Doug Shandro
PUBLICATIONS
INNFOCUS
The official voice of the
BC Hotel Association
Call 1-800-667-0955 today to build your marketshare
PRESIDENT & CEO’S MESSAGE
new corporate model
As tourism and hospitality operators come to grips with a slowing economy,
there are reasons to remain optimistic about the longer term health of
our industry. Support and recognition by provincial and federal levels of
government of the relative importance of our industry to the general economy
has never been greater.
In Alberta, the transition of Travel Alberta to a legislated corporation will
take effect April 1, 2009. The new corporate model will receive predictable
and sustainable funding through Alberta’s 4% tourism levy. A Chair and
Vice-Chair have already been chosen for the new board of directors and
the recruitment process for the remaining board positions continues. The
new board will be responsible for the strategic governance of the tourism
marketing organization, which includes hiring a CEO and establishing clear
metrics to measure the success of the organization. Industry operators are
optimistic that the new Travel Alberta Corporation will be a more nimble
and proactive tourism marketing organization, with the ability to respond and
deliver measureable results in today’s dynamic, global tourism industry.
The federal government budget that was passed in January 2009 recognized,
for the first time, tourism as a stand-alone industry and an important sector of
Canada’s economy. As part of a federal budget aimed at providing significant
stimulus to Canada’s weakening economy, Finance Minister Jim Flaherty
announced more than $315 million of initiatives for the tourism industry.
by Dave Kaiser
Highlights of the 2009 Budget include:
• $40 million over 2 years to the Canadian Tourism Commission, including
$20 million for domestic advertising and $20 million for new activities in
international markets
• $100 million over 2 years for marquee festivals and events
• $75 million over 2 years to Parks Canada for visitor facilities such as
campgrounds and visitor centres
• $75 million to Parks Canada for national historic sites
• $24 million over 2 years, beginning in 2011, for the cruise ship industry on
the St. Lawrence River
• $12 billion worth of infrastructure projects across Canada
The recent government support for our industry at all levels has been a direct
result of industry advocacy efforts provided by the Alberta Hotel & Lodging
Association and the Hotel Association of Canada. Over time this support will
help to build a stronger tourism industry in Canada. Clearly, your support and
engagement with the AHLA is vital to our continued success.
We look forward to serving you!
AHLA Insurance Program
HED Insurance and Risk Services (HED), in partnership with the Alberta Hotel & Lodging Association (AHLA), is proud to be the endorsed
provider of specialized insurance programs for AHLA members across Alberta. We are here to help you with your insurance needs while
providing the right level of coverage.
Commercial Insurance
The Western Hospitality Insurance Program (WHIP) has grown to insure
over 800 member properties. Our guarantee to you includes:
•
•
•
•
An understanding of your business,
Complete insurance protection,
Long-term rate stability, and
Potential for year end rebates.
Employee Benefits
Find out why over 150 member properties participate in the AHLA
Employee Benefits Program administered by HED. The AHLA Employee
Benefits Program’s key benefits include:
•
•
•
•
Immediate premium savings,
Long-term rate stability,
Point of sale claim submission, and
Program flexibility.
Call us toll free at 1-800-665-8990 or visit us online at www.hedinc.com/ahla
Commercial Insurance – Justin Friesen ext. 7211
Employee Benefits – Scott Stewart ext. 7287
alberta hospitality | FEATURE
RURAL TOURISM
Keys to Becoming a Champion
by Bob Davis
The secret to developing rural tourism and your brand is really no
secret. Plain and simple, it’s roll-up-your-sleeves hard work. For Rosebud
Theatre, that has involved everything from intensive networking to
industry collaboration and tirelessly looking for innovative ways to make
our product and service the best it can be. Are we done yet? No, not by
a long shot.
| alberta hospitality
RURAL TOURISM
“...there are many ways a small rural tourism business can get involved with other
people and groups to help solve problems and capitalize on new opportunities.“
Rosebud Theatre Opera House
In 2008, the Growing Rural Tourism Conference
in Camrose presented the inaugural Growing Rural
Tourism Champion award to Rosebud Theatre.
For over 25 years, Rosebud Theatre has been
providing a unique mix of live theatre, dining,
and shopping that now attracts over 40,000
patrons annually. Rosebud Theatre exemplifies
much about what can be successful in the world
of tourism marketing and product development,
especially in a small, out-of-the-way location. The
question is, what can other people in the tourism
industry learn from Rosebud?
One key is that Rosebud does not view the title
“champion” as a position of victory or finality.
Instead, Rosebud Theatre as a “champion” for
rural tourism has everything to do with the
organization consciously and purposely being
an active and ongoing supporter and advocate.
Whether it is organizing local advertising consortia,
contributing to regional marketing associations,
or volunteering to share information, Rosebud
Theatre sees the benefit of working with others to
build strong rural tourism operators and alliances.
We know we can’t do it alone.
It is amazing to me how rural tourism operators
share so many of the same kinds of challenges
and opportunities. When you run your business
in a small community, it’s easy to get tunnel vision
and think that you are alone. Thankfully, there
are many ways a small rural tourism business
can get involved with other people and groups
to help solve problems and capitalize on new
opportunities.
One marketing challenge that Rosebud has turned
into an opportunity is direct mail. Rather than
conduct a direct mail project in isolation and bear
the full cost, other operators are invited to insert
their information. Rosebud Theatre assumes the
bulk of the mailing cost, while participating
businesses chip in for handling and sorting fees.
The end result is that the customer receives a biannual package of information about the theatre,
surrounding attractions, and places to stay and eat,
all in one convenient package. For the operators,
everyone benefits from lower costs and maximum
exposure.
Another activity that pays dividends for Rosebud is
our regional involvement. Rosebud Theatre takes
the lead in preparing a local community brochure.
On a broader scale, Rosebud Theatre is a member
of the Drumheller Chamber of Commerce and
related tourism marketing organization. On a
provincial level, representatives of Rosebud
Theatre currently sit on board of the Alberta
South Tourism Destination Region. Knowing
how to reach the public with local information,
through regional associations, and with the help
of provincial support like Travel Alberta, requires
us to attend meetings, volunteer, make calls, and
get involved. We are successful when we are proactive; when we reach out to help and in return
receive help along the way. The bottom line is
that you need to network and get plugged into
organizations that can help you. Get involved!
The role of hoteliers as rural tourism advocates
is very important. Accommodation providers are
key catalysts for the tourism industry. We view the
accommodation industry as a bellwether of how
the industry is doing. I know we have to do a better
job in this area - to share information and partner
on marketing and promotional opportunities. I’ll
bet most rural tourism operators feel the same
way. By finding innovative ways to be peers and
allies in the industry with local hotels, many
positive results can be realized by everyone.
A second key to becoming a rural tourism
champion is for accommodation providers to be
hyper vigilant about how central they are to the
traveller’s plans and ultimate experiences. Being
part of the Canadian Badlands, Rosebud Theatre
is just one of a series of things to see and do in
the region. Our patrons may spend three or four
hours with us during a matinee performance,
then spend the rest of the evening, all night and
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| RURAL TOURISM
possibly morning at their accommodation. So, it is important that hotels,
motels, and campgrounds do their best to build and enhance the customer’s
experience to make it a memorable one.
When it comes to making plans and pre-paying bookings, travellers want to
know what they are getting, which is another opportunity for rural tourism
partnerships. In handling ticket enquiries, our box office staff will be asked
about accommodation options over 50% of the time. The referral rate is
high, especially among those hard-to-get new customers. The ease of online
booking and self-planned holidays might, at first glance, seem to diminish
the need for word-of-mouth referrals. Online partnerships are one place
to reap mutual rewards. (The Rosebud Country Inn and Heartwood Inn in
Drumheller both have online partnership packages with Rosebud Theatre.)
Yet, because the theatre handles 100% of its ticket bookings in-person and
by phone, the face-to-face referral is critical. Despite technology, people still
value an honest and accurate lead for places to stay and eat as well as other
points of interest in the area.
These cross-promotional relationships are important to consider. As an
example, ask yourself how many of your frontline staff have up-to-date
knowledge or experience with local attractions or amenities? Rosebud
Theatre participates in the Drumheller “Be a Tourist in Your Backyard”
program where employees of local businesses are given incentives to get out
and see, experience, and do the things their customers do. In my view, wordof-mouth is the best form of advertising - bar none. For all of our shows,
we welcome local businesses to attend the final dress rehearsal so they can
get to know what the latest performance is all about. That way, when people
shop at local stores, or check in at their hotel, they can be given a third-party
reference about the show. It is no coincidence that our biggest summer shows
the last two years also had the biggest local attendance at dress rehearsals,
which got the word-of-mouth going. In the case of Rosebud Theatre, the
cost to attend a dress rehearsal is only $5, compared to regular ticket prices
of $60 or more. For hotel employers looking to give their employees a nice
gift or incentive, and reap the reward of increased local knowledge, the price
is certainly right.
A third key to becoming a rural tourism champion is to exceed expectations.
Tourists do not compare your property to another one in the same town
they’ve never stayed at. Instead, they compare it to the last one they stayed
at, which could have been last weekend in the next town down the road, last
month in another province, or last year in some holiday destination such
as Disneyland, Mexico, or Hawaii. Like it or not, tourists hold the same
standards for rural Alberta amenities as they do for the rest of the world.
If a rural tourism operator commits to be as good or better as tourism
experiences elsewhere in the world, the entire industry will be able to hold its
own in the face of “leakage” to other travel destination alternatives.
In the end, becoming a rural tourism champion is much more than being
the recipient of a tourism award. Being a rural tourism champion is about
operating a small business with a positive “can do” attitude and a mindset
to be the best you can be. It’s also about being an active advocate and
participating in various levels of tourism marketing. You need to be vigilant
and aware of your own role in the customer’s overall experience and enable
your staff to be as informed as possible. Exceed expectations at all levels and
at all times, knowing that you are being compared to the rest of the world. No
one said it would be an easy job, but somebody’s got to do it. Will you?
Bob Davis is Executive Director of the Rosebud Theatre.
TRAVEL ALBERTA
build it and they will come!
by
by Shelley
Shelley Grollmuss
Travellers are always looking for unique, convenient, and budget-friendly
holiday experiences. By creating holiday packages, hoteliers can help save
consumers time and money while offering them high quality experiences
customized just for them. You can develop a holiday package by combining
your own products and services or joining with tourism partners who share a
common target market. By partnering with tour operators, events, restaurants,
or tourism attractions, you can offer consumers more than one experience for
one price at one point of sale.
on how many times your offer was viewed, how often consumers clicked
through from your offer to your web site and, if your offer includes a coupon,
the number of times your coupon was downloaded.
Consumers Want Packages
5.A helpful, dedicated resource for questions and advice - Travel Alberta will
provide expert help in crafting your offer for maximum appeal. For more
information contact Christopher Smith, Travel Alberta Holiday Card Manager
at 780.732.1648.
Since the cost to the consumer is usually less than purchasing the components
individually, packages can be an important marketing tool in the coming
seasons. Packages also offer a time-saving convenience to time-strapped
consumers and can be tailored to appeal to special interests or special
occasions. Many consumers like to pay up front for their major holiday
expenses (like accommodation, activities, or food) since it allows them to
budget more accurately.
Packages Pay Off
Holiday packages allow you to meet consumer demand, develop shoulder
season business, leverage your marketing dollars, and extend your reach since
your partners will be marketing your package too. They can also help you
attract new markets and boost customer loyalty by giving past guests a reason
to return again and again. Increased spending and length of stay may also
be realized, particularly if you offer special pricing or extra value for longer
stays.
3.Direct connection to consumers - Travel Alberta’s monthly e-newsletter
connects your offer with more than 111,000 consumers (and growing!) who
are using the Holiday Card program to plan their next Alberta holiday.
4.Part of the overall Stay Campaign, currently in its second year - There will
be Holiday Card promotions in all of the seasonal publications this year.
Register for a Partnering and Packaging Workshop
In addition to the cost-shared marketing that Travel Alberta offers, there are
seminars, workshops, conferences, and consulting services available all year
long. The Partnering, Packaging and Programming workshop will help you
further understand the value of partnering with other organizations. You
will learn how to build more effective packages and design programming to
create fabulous experiences. All of Travel Alberta’s workshops are provided
at no cost. Visit Industry.TravelAlberta.com to find a workshop scheduled
near you.
Shelley Grollmuss is Executive Director, In-Province at Travel Alberta .
Building a Successful Package
Start by establishing what unique experiences you offer, or consider some new
products to feature. Focus your marketing communication on the time and
money your special offer will save your guests. Create an attention-grabbing
headline for your offer - some of Travel Alberta’s most successful packages
have had eye-catching titles like “Hello Cupcake!” or “Ski Naked”. A creative
headline will set your offer apart and attract the consumer’s attention. Finally,
promote your package. Travel Alberta offers a series of opportunities to
market your package, like cost-shared seasonal magazines, the free Holiday
Card program, and marketing micro-websites.
Travel Alberta’s Free Holiday Card Program
The Travel Alberta Holiday Card is a partnership between Travel Alberta
and tourism operators. Travel Alberta promotes the card to Alberta, BC and
Saskatchewan residents through the TravelAlberta.com website. Tourism
operators provide the value for the card by creating special offers for
cardholders.
This spring, Travel Alberta is re-launching the Holiday Card program with
a large media campaign and the distribution of 400,000 cards into Alberta
households. With this program, you have the flexibility to market your package
year-round or tie it to your slower times. Once you’ve built it, the offer can
be posted immediately and will stay up for as long as it continues to work for
you.
Top Five Reasons to Build a Holiday Card Package
1.It’s free! - All you need is an offer that provides consumers with a minimum
10% savings or value-added component.
2.Improved tracking - Travel Alberta will provide you with a monthly update
alberta hospitality | FEATURE
FLOOR COVERINGS
Making an Impression on Your Guests
by Alex Van Tol
Floors are one of the first things guests see
when they enter your property. Though they
may not notice if your floors are perfect, your
guests will surely notice if they’re scratched,
scuffed, the wrong colour, or otherwise
incongruent with the surroundings.
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FLOOR COVERINGS
“...there’s so much to consider: texture, wear patterns and transfer
zones, durability, trendiness, aesthetic appeal - and of course, cost.”
Sheraton Suites Calgary Eau Claire
Floors have a serious job to do: they must be
functional while completing the look of a room
and creating warmth. “You can have stark or
‘nouveau’ furnishings as long as the floor ties
the room together,” says Gord Minor, General
Manager of Sheraton Suites Calgary Eau Claire.
There’s so much to consider: texture, wear patterns
and transfer zones, durability, trendiness, aesthetic
appeal, and of course, cost.
Durability should be top of mind, since it’s tied
closely to cost issues. A glossy hardwood isn’t
appropriate for a high traffic zone unless you’re
prepared to refinish - or replace - your floors
regularly. “The finishes can be damaged quite
easily, especially if you drop something solid,”
suggests Stan Neumann, National Accounts
Manager for RONA. Temperature and humidity
must be accounted for, too - especially with true
hardwoods, which shrink in dry weather or buckle
in damp. If you like the look of hardwood but
don’t want to fork out for the investment, you’ve
got lots of options with engineered hardwoods
and laminates. “The engineered woods have better
durability than natural hardwood; they don’t tend
to be damaged by having things dropped on them,”
says Neumann. Laminates are the most durable
and cost-effective, but understand that customers
know the difference between manufactured and
real hardwoods. Many properties are looking at
bamboo and cork as eco-friendly alternatives to
traditional flooring, but price and hotel design are
limiting factors.
housekeeping at The Fairmont Empress Hotel,
notes that with carpet, you get what you pay for.
“And light is light,” he says, “no matter what the
designer says.” Stick to the rich patterns, and go
easy on the underlay. “There are certain inorganic
stains you just can’t get rid of,” he explains.
“Ironically, the better the underlay, the harder it is
to remove the stains.”
Some properties offer hardwood in their
guestrooms, which confers that residential feel
we’re all looking for these days. “We have one
suite that’s all hardwood,” says Minor of the
Sheraton Suites Calgary Eau Claire. “But if you’ve
got, say, 50-plus rooms in your property, you need
to have carpet.”
In the lobby at the Sheraton, slate tile greets travelweary guests. “It’s got a great feel,” says Minor.
“It’s not an even stone, but it works for us.” The
rough-around-the-edges floor style complements
the hotel’s subtle nod to Calgary’s Wild West
image. Ceramic tiles in the guest bathrooms make
a big impact and link back to the colour palette
first introduced downstairs, in the lobby. “You
have to continue the theme,” notes Minor. “Your
hotel has to know what it is.”
Carpet still is king. It’s cheaper to maintain and
change, it feels nice, and it plays a mean game of
hide-the-dirt. “Carpet can change the entire look
of a guestroom’s design,” writes Heather Gunter
in the January 2009 issue of Hotel Design. “Carpet
adds lush texture, gorgeous pattern, an acoustical
value, and colour that pops. It can be mixed with
stone and wood to add comfort and softness
to a room.” Minor, who used to be the head of
The same thing applies for the guestrooms.
Establish a feeling of flow, so that one area is
linked pleasingly to the next. Mike Papadopoulos,
owner of Unigroup Design Ltd., describes that
while most standard guestrooms are fully carpeted,
executive suites or upscale properties frequently
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FLOOR COVERINGS
12 | alberta hospitality
use hardwood (or marble) in the entry areas and carpet
everywhere else. Guest bathrooms in upscale properties
boast porcelain or granite tiles to complement the
granite vanities. Tile is durable and easy on the eyes.
“It’s one of our biggest sellers,” says Neumann. “You
can use it for flooring, walls, pretty much everything.
Bathrooms, entrances and foyers are where we see it
most.” Neumann notes there’s a tile for every budget,
from thin glazed tiles right up to marble and porcelain.
“Tile offers a wider range of products, colours, textures,
and quality,” comments Neumann. “While it depends
on the design of the particular property, darks on
the floors are always popular, as are light tans in the
bathrooms.” Depending on the type and size, tiles
are easy to maintain too. If one cracks or breaks, it’s
relatively simple to replace. And the deeper colours
magically “swallow” dirt, too.
use highly patterned carpet with an inlay to create a
border, which is especially attractive at points where
corridors widen. Inlays are popular for lobbies too.
In a bid to draw guests out of their rooms and into
common areas, some properties are breaking up large
tracts of hard surfaces with inlaid carpet tiles to create
little islands of comfort. Papadopoulos says he’s seeing
more requests for granite, marble, and high quality
tiles in common areas, with area rugs used to create a
softened effect.
Consider zones of transfer, since going from a hard
surface to a soft surface will result in wear, as grit from
visitors’ shoes will track onto the rug. Hallways are
almost universally carpeted because they’re such hightraffic zones - particularly around the elevators. While
some properties install tile or marble around elevator
lobbies and landings, there’s usually some type of
transition from hard to soft surface. Some properties
Floors aren’t cheap, but they’re an important
consideration when you’re looking to boost the aesthetic
appeal of your property. More than any other design
element, floors have the power to enhance the look and
feel of your hotel. Choose materials that are safe, nice
to look at, easy to manage, and won’t break the bank
to maintain.
Arguably, nothing is more durable than concrete, and
with all the beautiful things that can be done with
concrete these days, it makes a stunning addition to your
property. One Alberta hotel director loves the unique
look of his property’s sculpted concrete lobby floor
so much that it’s worth it to have it cleaned every few
hours, as it picks up dirt quickly.
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5 TIPS TO IMPROVE CUSTOMER SERVICE WITH
USER-GENERATED REVIEWS
by Carol Verret
Providing a consistent level of quality customer
service is always a work in process for hotel
managers. Couple that with the fact that the
labour pool in many markets is relatively shallow
and that turnover remains high as compensation
remains low, and it is easy to see why some
managers are reverting to the “fog the mirror”
method of hiring!
Understanding the sensibilities of a generation
of potential employees raised on teams and
that heavily participates in community sites like
MySpace and FaceBook makes it easier to hire
and motivate a customer service team.
First of all we need to reflect the mirror back
on hotels’ traditional methods of training for
customer service. In many hotels, training is
focused on process issues, how to check in and
check out a guest, how the reservation system
works, how the equipment works, and as an
afterthought, oh yes, be nice to the guest. We
fail to incorporate customer service training into
the skill sets upon which the employee will be
evaluated.
We neglect to build in evaluations based upon
measurable behaviours that impact the quality of
the customer’s experience. We assume that they
understand that they need to smile and make eye
contact as well as say, “How can I assist you?”
Don’t bet on it! Many of the individuals that
we hire don’t check into hotels and have little
experience with being a hotel guest except when
they were on vacation with their parents. They
lack empathy for what it feels like to be a hotel
guest.
Here’s how user-generated review sites can help
you improve customer service:
Comments in user-generated reviews create
empathy for the guest. This assumes that the
manager exhibits respect for the user- generated
comments. Our employees totally get community
sites - it is part of their DNA. When they see the
impact that guest service has on the experience
of a guest, the guest becomes a person - not
just a check on a comment card. It helps them
understand how important their role is.
Ask the team how they would respond to
a negative comment. The guest service team
referred to in the comment should be asked
to participate in the formulation of a balanced
conciliatory response. Our employees want to
feel that their input is valuable - that their
opinions are considered. This is a perfect way to
get them involved and the more we involve them
the more committed they become.
Use the guest comments to reinforce positive
training behaviours. Congratulate them when
a comment includes remarks on the friendliness
of the staff or how a staff member went out of
her way for a guest. Let them read for themselves
how a poor guest experience impacts a real
person, the guest, in their own words.
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superior results in dirt pickup
and filtration. This
performance has earned the
Spectrum the CRI Seal of
Approval. The Spectrum emits
just 6 micrograms per cubic
meter of airflow exhaust, which
is far below CRI requirements.
Comes in 12 and 15 inch
models.
6
$2506.8
Empower them with responsibility for
monitoring guest reviews online. Make the
guest service team part of the process - assign
responsibility to the team for monitoring and
printing out reviews from review sites. Copy
and distribute them for the next meeting so that
team members can make comments and suggest
solutions.
Design a card to be given at checkout to every
guest with the web address of a review site.
This is a brilliant idea that one hotel thought up
and implemented. Every time a guest responds
positively to the question: “How was your stay?”
hand them a card with the URL of TripAdvisor
or another review site, and ask them to write a
review of their experience.
Every manager and supervisor can create a
collaborative community-based culture of
customer service in their areas. Managers
and supervisors that express disdain for the
reviews on the user-generated sites transmit to
their employees that they don’t care about the
“community of guests”, and if the manager and/
or supervisor doesn’t care, then why should the
guest service associates?
Adphibian (56317011)
Extractor-Scrubber
• For multi-tasking on soft
and hard floors
Micromatic 13E (9087233020)
Automatic Scrubber
• Affordable and easy to use,
great for ceramic tile.
The Micromatic 13E is twice as
productive as the traditional
mop and bucket for small to
moderately sized areas. Easy
to use for any operator with
simple controls and
ergonomically-designed
adjustable handle. Low profile
to clean under tables and other
obstacles.
Ask for info at
the AHLA show
booth #15/16
The Adphibian allows an
operator to use one
machine for pre-spraying
and extracting, as well as
scrubbing hard floors.
The Adphibian has
earned the CRI Seal of
Approval for low moisture
and deep-cleaning
extraction. Comes with
Advance’s Smart
Solutions AXP™
Automatic Detergent
Dispensing System.
Prices valid from April 1 to April 30, 2009
Carol Verret and Associates Consulting and Training
offers training services and consulting in the areas of sales,
revenue management and customer service primarily to the
hospitality industry. Visit www.carolverret.com, email
[email protected], or call 303-618-4065.
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FEATURE
10 TRENDS IN
TECHNOLOGY
What You Need to Know Beyond 2009
by Dave Berkus
Most of us make use of technology as a
tool to perform our daily tasks, and are glad
for the help it provides. For those of us
that plan for the future of our properties,
companies, and management organizations,
it is urgent that we understand the bigger
picture - the trends in technology that will
drive change within our organization and
that of our competitors.
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10 TRENDS IN TECHNOLOGY
“...our guests are increasingly turning to other
sources for information and entertainment...”
This exercise is an important one for all of us - to
recognize, analyze, and plan using the trends in
technology we can identify and their impact upon
how we lead, manage, work, and compete in our
complex world.
There are 10 trends that you should consider in
strategic planning for your enterprise and your
personal career.
1. The Growing Scope of the Internet
Charles Giancarlo of the San Francisco Chronicle
stated in late 2006, “In three years, 20 typical
California households will generate as much traffic
as the entire Internet did in 1995.” Every week, 12
million people join the Internet. The implication
of this tremendous increase in volume affects the
capacity, speed, and reach of every one of our
enterprises, but also provides opportunities for
innovation and communication of our message
beyond any ever seen in the past.
Unintended consequences of this amazing
expansion of the Internet have reached into
the very core of big media, especially network
television and large newspapers - each transformed
or marginalized in ways never thought possible just
a few years ago. Our hotel and resort properties
have provided access to network television and
printed news for our guests for over 50 years.
But our guests are increasingly turning to other
sources for information and entertainment, and
we must be ready with resources to accommodate
them.
Over 3,000 books are published every day. There
are thousands of podcasts, millions of blogs, and
now hundreds of Internet television broadcasting
entities using the Internet to reach a worldwide
audience at a cost far lower than traditional media.
The impact of this upon the normal distribution
chain is being felt with fewer viewers for network
TV, fewer readers for our newspapers, and fewer
subscribers to magazines. More than 50% of our
guests’ time in either gathering information or
in-room entertainment would be spent using the
Internet as the source, if it was only available freely
within our rooms and conveniently displayed as it
is in guests’ homes.
Just to better understand this tidal wave of new
users of the Internet, there are over one and a
third billion monthly users of the Internet today,
one-fifth of the world’s population. Nearly 40%
of these are located in Asia, 28% in Europe
and only 18% in North America. You might
guess that the greatest growth will occur in Asia,
where only 14% of the population is active on
the Internet, as opposed to 72% active in North
America. English is the language of only onethird of the users. Chinese is spoken by 18% of
the Internet’s users today - over half the size of
the English-speaking Internet population and
growing exponentially.
Your enterprise reaches out using the Internet to
advertise, inform, manage, and communicate. You
need to ask yourself: “How can our enterprise
capture at least its share of this expanding
marketplace?”
2. The Paradise of Choice
Like no other time in history, consumers have
choices available to them, pulling demand for
products and services from suppliers rather than
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the old way in which suppliers advertised heavily to push products and
services to consumers. Over 69% of consumers research online before a
purchase. 62% look online for peer reviews. And 39% compare prices across
suppliers before purchase. Our customers have nearly infinite choices.
As a result, our enterprises need to respond quickly to criticism, reinforce
compliments with more of the positive actions that engendered good
response, and recognize that our guests are sharing their experiences with
willing recipients of information worldwide.
What is your enterprise doing to respond to this new empowerment of the
purchaser?
3. The Audience is the Network
The Internet has democratized production, distribution, and search. Of
these, the latter two are most relevant to our hospitality businesses. Travel
agents, once the centre of many transactions in our niche world, have been
disintermediated by consumers able to search, compare, seek advice, and
book directly. Those agents that profited from hoarding information about
services and products of any kind are at risk of becoming obsolete unless
reinventing themselves as the specialists of complex knowledge.
More importantly, chains that once relied upon brand recognition to
separate them from independent properties in the same geographical region
now must compete more democratically with those independent properties
that are now equally as visible to the shopper - and potentially rated higher
by peers.
As a result, tapping into this newly aware audience requires mastery of
keyword placement, prodigious use of blogs and other previously nontraditional exposure resources, and acting to encourage all sorts of social
networking within your audience.
How are you tapping into this game-changing marketing opportunity?
4. Increasing Computer Power Drives Changes In Human Behavior
Over the past 25 years, computing power has been used primarily to enhance
productivity. While that push continues, today the massive power available
to us and to our enterprises is being used more often to share experiences,
communicate, preserve memories, access entertainment, learn, and use
information to innovate and solve problems.
The question for you is: What products or services could you add within
your enterprise that you could not deliver yesterday?
5. “I’m The Office” - Mobile Computing Changes Lives
Each of us, no matter what level within our organization, has been freed
from being tethered to our desks. Information and communications are
available to us anywhere. Unified communications tools allow us to use
our smart phones or pocket PCs to gather information, communicate, and
perform many of our previously tethered tasks while we roam the property
or the world. We have our office in our pocket.
Have you and your company taken advantage of mobility as a corporate
strategy?
6. Travellers Expect HDTV and Convergence
Over 56% of all homes in North America now have digital televisions, most
are capable of receiving high definition programming. 70% have regular
access to the Internet. When segregating those who travel to our properties,
the percentages increase beyond 80% and 90% respectively. These guests
show up in your properties expecting at least the same level of consumer
technology in the room as at home. Burdened by legacy decisions, marginal
payback and extended contracts, many properties have not responded
with upgrades to meet these expectations. And many of those that have
moved quickly have not paid attention to the convergence of computing
and entertainment, nor to the degree of connectivity expected by today’s
average guest, over 60% of whom still carry their own notebook computer
when they travel. Although soon much of our data and tools will be hosted
and available on demand (if devices for access were available), properties
are not planning effectively to integrate computing, communications, and
entertainment into a cohesive and attractive delivery resource in the room.
What is your company doing to exceed the expectations of your newlysophisticated consumers?
7. Web 2.0 Enters the Mainstream
Podcasts, blogs, social networking communities, media sharing, video blogs,
and Internet syndication have all become primary social tools for interaction
and communication, especially for our younger guests and employees.
And it’s for good reason. Social networking provides a better way to
communicate one-to-many than any previous vehicle including television,
radio, and newspapers.
Communication can be two-way, allowing feedback from the recipient
of new knowledge together with a response enabling a never-ending
information flow. The timeliness and speed of this information flow is
greater than at any time in history.
Remember when the fax machine was new and we expected a response
to written communication (for the first time) within a day? Then came
email, when we expected to receive a response within hours? And instant
messaging and texting with expected responses instantaneously? These are
all examples of one-to-one communication. Multiply the effectiveness of
the communication by enabling one-to-many, and we have Twitter, chat
rooms, blogs, Facebook, LinkedIn, Orkut, and video blogs. Organizations
of all types are using these tools to communicate information both critical
and useful to their stakeholders and customers.
How can you better communicate with your stakeholders using new tools
and channels?
8. Web 3.0 and 4.0 - Way Beyond Search
The next two waves of innovation will be spectacular. Imagine a media-rich
invisible card catalog that allows you to find information, entertainment,
visual and audio materials of all sorts by understanding implicitly the
semantic context of your request? Find photos that match the same subject
and style, books or music that match your unstated preference, paintings of
the same period or artist, articles that match the intent, not just the wording
of a search. Imagine the web’s response to your needs within the semantic
context of your request for information, delivering an article culled from
20 sources, rather than a list of sources using the words requested. This
“semantic web” requires new tools and levels of intelligence and is in
development today.
Beyond this? Consider the arrival by 2010 of Web 4.0 - the ubiquitous web
- in which we will connect intelligence into a network of smart markets,
semantic agents, and more. Agents that know and reason as humans do. We
will soon see the arrival of smart agent webs that know, reason, and learn as
humans do, providing us with entire ecosystems in which we slowly abandon
control over decision-making for tactical decisions such as trip planning,
personal scheduling, and efficiency planning details to an intelligent agent.
This will arrive positively as a result of increased social connectivity,
increasing internal systems knowledge, and computer reasoning power.
To prepare for this ask: Does your marketing message evoke meaning, not
just words?
9. Everything Turns Green
We see it every week. Energy demands increase (up 57% between 2007 and
2030) as petroleum consumption rises (from 20 million barrels in 2006 to
25 million in 2030). We are observing a “perfect storm” in energy demand
and cost: price increases, volatility of supply, global awareness, and climate
change. Airlines are increasing fares to meet higher fuel costs. Driving habits
are finally changing due to high fuel costs. And all forms of travel will surely
be impacted as a result.
The demand for sustainable buildings increases. For new construction,
sustainability becomes one of the highest priorities in the design process.
Our use of energy within our properties must be carefully evaluated for
financial reasons as well as good citizenship.
What initiatives have your company undertaken to ensure the betterment
of the environment?
10. The CIO Becomes a Business Strategist
Today’s CIO is not your father’s chief technology officer. He or she has
become an important member of the senior “C” level team, determining
how to invest capital more effectively to reduce costs, improve productivity,
and achieve corporate objectives. The CIO will turn IT into an operational
line organization, not just staff guardians and protectors of the network.
Data overload will overwhelm management without effective new strategies
to mine and act upon old and new sources of data. Process improvement,
not system build-out, will be job number one.
How are you adapting to this new reality? What can you do to improve
your positioning in the enterprise and the enterprise’s positioning in the
competitive landscape?
These 10 trends and the questions that they engender are critical to your
organization. You should internalize them, understand their effect upon
your span of authority, act to create strategies that take advantage of these
trends, and make the most of constant change.
Dave Berkus is an early stage venture capitalist with an eye toward investing in new
technologies. He is founder of Computerized Lodging Systems (CLS), now part of
SoftBrands.
Reprinted with permission from the June/July 2008, Volume 23 Number 3 issue of
The BottomLine, the journal of Hospitality Financial and Technology Professionals.
Learn more at www.hftp.org.
COVER
STORY
EMBRACING DIVERSITY
Creating a Culture of Inclusion
by Chris McBeath
There was a time when the concept of diversity referred largely
to our multiethnic mosaic, and when Canada adopted the
world’s first official multiculturalism policy in 1971, the words
embodied a vision for harmonious living between culturally
diverse groups. But oh, how times have changed. Back then,
there were some 25 visible minorities. Now, the country’s most
recent census identifies more than 200 visible minorities and
as a consequence, that multicultural concept has evolved far
beyond the confines of simply being politically correct.
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EMBRACING DIVERSITY
“Alberta has been at the forefront of integrating these populations with innovative
ways to inform, develop, and retain workers as well as attract new immigrants.”
Enriching Diversity
Today diversity isn’t just about ethnic background,
it encompasses gender, age, sexual orientation,
and life-work experience for a culture of inclusion
that has reshaped the very way we do business.
With a declining homogenous population, and until
recently, an overheated economy, Alberta has been
at the forefront in integrating these populations
with innovative ways to inform, develop, and retain
workers as well as attract new immigrants. As one
of the densest urbanized regions in Canada, the
Calgary-Edmonton corridor in particular is a
magnet for Canadian immigrants.
Although historically Alberta’s ethnic diversity has
been rooted in the European nations, the province
is home to the second highest proportion of
Francophones in Western Canada, a Chinese
population of nearly 4%, a significant number
of East Indian communities, and more recently,
an influx of Filipino and Mexican workers. Since
NAFTA has facilitated a much easier and quicker
process for work permits, employers themselves
are fuelling the growth of the Hispanic sector,
thereby matching need to fulfillment without
lengthy waits and bureaucracy.
While recessionary times have slowed that trend
from a gallop to a trot, finding, training, and
retaining staff is still the name of the game.
Nowhere is this better seen than in the hospitality
industry where its very nature involves a lot of
minority employees, and where the mosaic of
staff and guests alike demands special attention.
Many hotels chains such as Delta and Hilton
have made concerted efforts to embrace
diversity through employment practices, property
ownership, vendor relations, advertising and
marketing, community relations, and philanthropy.
Fairmont’s training and skills development
program provides employees with tuition subsidies
for educational courses that range from language
improvement to food preparation to finance.
These are invaluable benefits as laid off workers
migrate from other sectors in the workplace. In
terms of immigrant workers, Carlson’s Radisson
Hotels & Resorts makes a point of celebrating
its ethnic populations with multicultural events
that stage educational displays, festive music,
and authentic cuisine. Carlson’s key message is
“How we value differences matters”, and it’s a
philosophy that helps underscore the company’s
In 1950, 92% of Canada’s population
growth was a product of the birth rate.
Today, immigration has outpaced the
natural birth rate and accounts for 53%
of overall population growth.
Often dubbed “the global village in one
country”, the face of Canada, particularly
in the larger urban centres, is changing
dramatically. According to the Ministry
of Canadian Heritage, in 2006, one
in six Canadians was a member of a
visible minority. Toronto, the largest
city in Canada’s largest province, is the
world’s most multicultural city, ahead
of New York and London. Vancouver,
with the fastest growing and most
diverse immigrant population in
Canada, is among the world’s most
integrated cities.
Across the border, the US Bureau
of Labour and Statistics estimates
that currently 70% of new workforce
entrants are women and minorities,
and that by 2010, one of every three
Americans will be non-white.
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EMBRACING DIVERSITY
success in growing minority ownership business opportunities across the
portfolio of Carlson brands. Some chains even hold diversity expos - reverse
trade shows where businesses owned by minorities have the opportunity of
pitching their wares. “People in the hospitality business appreciate that details
make all the difference when it comes to delighting guests,” suggested Janet
Smith of Ivy Planning Group, a consulting and training firm that specializes
in diversity, strategic planning, and organizational effectiveness for clients
such as Nike and L’Oreal. “Understanding the subtle behaviours that can be
a turn-off, and understanding cultural differences help a team provide better
service to all of its customers.”
Workforce Ideas at Work
>> Conrad N. Hilton College’s Hospitality Industry Diversity
Institute holds an annual Diversity Conference in cooperation
with the AH&MA and Multicultural Foodservice & Hospitality
Alliance.
>> InfoNex, in association with Human Resources and Northern
Alberta Alliance on Race Relations (NAARR), recently presented
a Workplace Diversity Conference in Calgary that addressed the
rapid “dehomogenization” of the labour force. Similar forums are
planned for the future.
>> Florida International University’s School of Hospitality caters to
a student body hailing from China, Russia, Canada, Taiwan, Jamaica,
UK, and Australia. A sister campus also operates in Tainjian, China
(near Beijing), funded by that municipal government.
>> The MGM Mirage regularly stages Diversity Expos - reverse
trade shows aimed to expand the hotel’s database of diverseowned businesses. The company’s employee training program,
Diversity Champion, helps employees work with each other as
well as guests.
Ivy Planning has developed a comprehensive training program that addresses
the goals of diversity, inclusion, and service. For example, one session asks
participants to examine their own past experiences and look into how these
events may have subconsciously affected their attitudes and actions. Another
takes a close look at micromessages - those small but important interactions,
both conscious and unconscious - that managers and supervisors send, which
are critical to driving employee morale, performance, and productivity.
“What seems offensive to one person, another won’t even bat an eye at.
By exploring annoying phrases and behaviours that push our buttons,
we learn to navigate around these and motivate individuals with various
backgrounds and life experiences for a more enjoyable workplace,” Janet
explains. Micromessages is such an effective module that the company has
published a guide on the subject: 58 little things that have a BIG impact: What’s
Your MicroTriggerTM?
“One of the opening exercises asks participants to think of the first time they
felt excluded”, says Anita Rehm, Area Training Director for Hyatt Hotels,
North America. “Some people immediately visualize that first time and that
emotional experience is usually not a positive one. By reflecting on their own
exclusion memories, they are able to empathize and truly understand how
EMBRACING DIVERSITY
important inclusion is to the success of our company.”
Heather Fergus, Assistant Director, Human Resources at the Calgary Hyatt
continues, “Our management training is called ‘Creating an Inclusive Culture’,
and it provides a forum to discuss challenges and opportunities when dealing
with a diverse workplace, workforce, and marketplace. We discuss tolerance
and create awareness over the emotional and psychological impact of feeling
different. In our associate and manager training, we even address areas such
as cyber bullying as well as awareness tools to identify associates who may be
struggling with new environments.”
Worldly-Wise
Guest Ideas at Work
>>Residence Inn by Marriott, Portland, provides Asian Breakfast
featuring rice, miso soup, dried seaweed and seasonings, served
in Asian-inspired bowls with chopsticks, alongside traditional
North American hot buffet breakfast.
>>Monte Carlo Hotel, Las Vegas, now offers the broom ceremony
for African American weddings.
As the labour crunch is shifting staffing demographics, the ease and
accessibility of travel has created an ever more worldly-wise guest, with more
sophisticated expectations. Customized experiences have replaced the onesize-fits-all approach, and the competition to target diverse market sectors to
fill guestrooms isn’t going to abate any time soon.
>>Some Country Inns & Suites/Park Plaza Hotels & Resorts offer
in-room accessibility kits for guests with dwarfism and other
physical limitations. Kits include a stepstool, a reaching tool, a bar
to lower the clothes rack in closets and a device to retrofit the
latch-hook lock on the door.
Regular business travellers have come to expect personalized options that
cover everything from bedding and newspaper preferences to customized
mini-bars. Multi-generational family travel is a growing trend. Short-stay
getaway vacations by urban professionals continue to be strong, and especially
in BC, gays and lesbians have become a lucrative, sought-after market.
>>Ka’anapali Bay Hotel, Maui, and Sheraton Wild Horse Resort,
Arizona, have Cultural Ambassadors who talk to guests on the
indigenous qualities and cultural heritage of the surrounding
landscape/environment.
Add to this a more ethnically-diverse guest, and you realize that a copy of
the Koran should probably sit alongside the Gideon’s Bible, desks should be
outfitted with iPod docking stations, menus should include wheat-free/glutenfree items as well as small portion options for children and their grandparents,
and guest relations personnel need to be multi-lingual in languages that reflect
the primary tongue of both the hotel staff and its guests. “One of the simplest
ways to encourage staff and guests to interact is putting a staff member’s
country of origin on their name tags,” suggests Janet. “People don’t have
to speak the same language to understand and appreciate a smile…and that
comes from the confidence of a safe and diversity-friendly environment.”
Travel and technology are transforming global dynamics faster than ever, and
today diversity is seen as stability. “Language is now a culture of inclusion,”
notes Hermain Cain, President and CEO of Digital Restaurant Solutions.
“Diversity is static; inclusion is dynamic. Diversity is a condition; inclusion is
a process. Inclusion is a social and economic necessity.”
>>Hotel Deluxe and Hotel Lucia, Portland, offer a “Spiritual Menu”
whereby guests choose various books of faith for their rooms.
These include:
• Bhagavad Gita: A New Translation
• Book of Mormon
• Four Noble Truths (Buddhist)
• KJV Bible
• The Koran
• New American Bible
• Tao Te Ching
• The Torah
• Books on Scientology
PROFILE
RAMADA HOTEL AND
SUITES LETHBRIDGE
Something for Every Guest
by Alexandra Van Tol
The Ramada Hotel and Suites Lethbridge
is fortunate to service a wide range of
guests. As the hub of Western Canada’s
grain industry and with its well-known
university, Lethbridge attracts its share of
corporate clients. With an approximately
40/60 corporate/leisure split, the hotel
is able to fill its rooms around the
year. Every Friday around 3:00 pm, the
agriculture meetings wrap up and the
sports teams and families start to move
in. “Lethbridge is a destination for minor
sports tournaments,” explains GM Steve
White. “It’s a great city, with high quality
facilities.” Looking at the books, White
tells me they’re already full for the next
two months.
But the teams don’t just come for the
Ramada’s spacious rooms and suites, nor
its famously delicious complimentary
breakfast buffet. That’s only part of the
story. The rest? Leisure clients line up
because they know they’re guaranteed to have a
great time at the property’s 12,000 sq. ft. indoor
waterpark. Open year-round for guests and public
users alike, the waterpark offers huge slides, a
wave pool, a kiddie pool, and a large hot tub. Half
the rooms in the hotel face into the waterpark
- a unique twist on in-room entertainment. Three
themed party rooms can be rented to local groups
with different packages available.
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Although in-house guests use the waterpark for free, opening it and the party
rooms up to the public generates additional revenue - and gives the hotel an
instant edge on competing properties. “When you’re talking about kids that are
around 8-16, if they’re coming to Lethbridge to play a tournament, they’d rather
be here because they love that kind of thing,” says White. But he’s quick to
point out that it doesn’t take a waterpark to improve satisfaction ratings among
the family set. “If a hotel puts up even a small slide in their pool area, it helps
increase weekend traffic.”
White should know, because he’s been in the business
for a while now. Since plunging into the hotel industry
in 1978 in a desperate bid to satisfy his mother’s wish
that he pursue post-secondary studies, White has been
a natural fit. As a young man, he completed a one-year
diploma program that included five weeks of on-the-job
training. His first assignment was to a small Best Western
where he got his hands into absolutely everything. “The
assistant manager used to do everything, and I’d just
follow along with her,” describes White. From cash
deposits to liquor deposits to tabulating, bookkeeping
and housekeeping, White got a thorough first exposure
to the career that lay ahead. At the time he was disappointed that he didn’t get
assigned to a bigger, fancier property like his friends had, but when he returned
to school after the practical component, he realized he had learned much more
than his peers about the day-to-day requirements of running a hotel.
White eventually took a job with Hotel Newfoundland, a 133-room property
that CN purchased and subsequently rebuilt with 300 rooms. He moved
among St. John’s properties and travelled his way across Canada during his
years with CP, working variously as evening manager, rooms division manager,
executive housekeeper, and finally director of operations. In 2006, when
White was managing a Ramada in St. John’s, he shared a few conversations
with Fortis Properties, which owns commercial real estate across the country
as well as hydroelectric plants in eastern North America. Shortly after joining
Fortis, opportunity knocked in the role of GM at the company’s Ramada in
Lethbridge, and White took the leap. “I’ve been here since January of 2008,”
he says. “We’re loving it out here.” Though his two children are grown now, one
followed in his father’s footsteps and currently works with Fairmont’s Palliser
Hotel. White and his wife have made new friends and enjoy exploring their new
province. “Here, you can get in the car and drive 200 km and you’re actually in
a different city,” he chuckles. “It’s not like Newfoundland, where you drive 200
km and you’re still in the middle of nowhere!”
White enjoys a good working relationship with Fortis, despite being far from
its headquarters. “They’re only a phone call away,” he explains. “Even though
their hotel segment is young, they’ve got their divisions well identified and if
you have an issue, whether it is accounting, payroll, or HR, it’s just a matter of
picking up the phone and getting a response.” As the company grows, it aims
to establish regional offices with regional directors.
And for his part, White seems more than happy to grow alongside, while
leading the team at the Ramada Hotel and Suites Lethbridge.
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2009 AHLA CONVENTION & TRADE SHOW
Alberta Hotel & Lodging Association
89th Annual Convention & Trade Show
April 5-7, 2009
The Fairmont Chateau Lake Louise
2009 SPONSORS
Platinum
The AHLA welcomes our members to our association’s 89th
Annual Convention & Trade Show at The Fairmont Chateau Lake
Louise. This year’s theme, “Changing Realities”, acknowledges the
changing environment in which Alberta’s tourism and hospitality
industry is operating. It also recognizes our ability to respond to
these realities proactively.
The convention program has been planned to grow the value
of your business. Members will enjoy high quality professional
development sessions, learn from world class speakers, celebrate
their achievements, and take time to meet and network with
industry colleagues and suppliers.
Gold
With the support of HED Insurance & Risk Services, the AHLA is
honoured to bring Paul Rusesabagina to share his amazing story
with our members. For two months in 1994, Rusesabagina held
insanity at bay as he watched his country dissolve into chaos during
the genocide. A Hutu manager of a luxury hotel in Rwanda, he
sheltered over 1,200 people, including his own Tutsi wife and
children, saving their lives as 800,000 people were massacred
in just 100 days. Considered the “Rwandan Schindler”, his story
is chronicled in the critically acclaimed film Hotel Rwanda.
If this is your first time at the AHLA’s convention, we encourage
you to attend the Convention Orientation on Sunday afternoon.
This brief session will help you get the most out of the convention
program as well as give you an opportunity to meet industry
colleagues in a relaxed and informal setting.
Convention Dress
Silver
Convention dress is business casual, except for:
Housekeeping Awards Gala - cocktail/business attire
Chairman’s Dinner - cocktail/business attire
Registration Desk Hours
Sunday 2:00 pm - 9:00 pm
Monday 7:30 am - 7:00 pm
Tuesday 7:30 am - 1:30 pm
Prize draws take place throughout the convention. Delegates must
be present to win.
Bronze
Cash bars are available at all receptions & dinners.
Virtual Hotel Room
LG Electronics is teaming up with Best Buy Canada’s Commercial
Sales Group to bring AHLA members the latest in hospitality
electronics for the ultimate in-room experience. Visit their virtual
hotel room in the Parker Room to see the hottest in hotel grade
TVs and electronics along with digital signage solutions for your
lobby. Stop by and check your email on one of the latest LG
laptops that are available for your convenience.
Benefits that add up fast!
RONA is proud to have you as a business partner.
Through your association we are happy to offer you
a special discount policy applicable on a wide
selection of products.
At RONA, you will also find installation services,
store staff dedicated to your commercial needs,
as well as RONA Project Guides. In addition,
RONA is your building maintenance,
renovation and decoration network.
By entrusting all your projects
to RONA, you save time
and money!
CHANGING REALITIES
We’re passionate about projects,
come and tell us about yours!
We invite all
members to come take
advantage of our discounts!
AHLA
INSPIRING SERVICE
SCHEDULE OF EVENTS
SUNDAY, APRIL 5
12:00 noon - 2:00 pm Agnes Room CAMPGROUND MEMBERS MEETING
AHLA campground members will meet to find out the latest information on challenges and opportunities
that face the AHLA’s campground members, including Temporary Foreign Workers, and water/
wastewater regulations. Alberta Tourism, Parks & Recreation will give campground members a sneak
peek at preliminary findings of their most recent study of Alberta’s RV campground marketplace.
2:00 - 9:00 pm DELEGATE REGISTRATION
Larch Lounge
2:00 - 3:00 pm Pipestone CONVENTION ORIENTATION
The AHLA’s convention has a reputation for packing a lot of information into 2 1/2 days. Join AHLA
staff and board members who will share insights about this year’s convention program, review
anticipated conference highlights, and offer hints and tips to help you to maximize your experience.
This session will help you to plan your time to get the return on investment your business expects.
4:00 pm Beehive/ Lakeshore Room
ALBERTA HOTEL & LODGING ASSOCIATION ANNUAL GENERAL MEETING
This is your opportunity to find out firsthand what is happening in your association. Learn how your
Board of Directors has led the AHLA over the past year and what they are planning for the future. Results
of the AHLA’s online elections for the 2009 - 2010 Board of Directors will be announced. Membership
dues must be paid in full to attend.
Alberta Hotel Safety Association Annual General Meeting to follow.
5:00 - 9:00 pm Mount Temple Ballroom
OPENING RECEPTION & TRADE SHOW
Sponsored by The Fairmont Lake Louise
One of the most popular hospitality industry trade shows in Canada, the AHLA’s show attracts every
segment and facet of the industry. Catch up with old friends, make new connections, and see the
latest products and services for hotels, motels, resorts, and campgrounds.
Prize draws will take place throughout the evening. You must be present to win.
9:00 pm Louise Room EMPLOYER OF CHOICE AWARD RECEPTION
Sponsored by Basecorp
AHLA members who submitted applications for the Employer of Choice Award are invited to join
their peers and celebrate their efforts.
MONDAY, APRIL 6
8:00 - 10:00 am OPENING BREAKFAST
Victoria Ballroom Sponsored by Connect Logistics Services
Keynote Address - Paul Rusesabagina
Sponsored by HED Insurance & Risk Services
When Rwanda descended into madness, Paul Rusesabagina took action. A fastidious, crafty, and
highly principled businessman, he resorted to desperate tactics. While militants threatened and
surrounded the well-groomed grounds of the hotel, he spent hours on the phone, pleading with
influential leaders, his international connections his only defense against attack. He bartered luxury
items such as money, gold, cigars, and aged bottles of wine that he hoarded in his hotel for the lives
of strangers seeking refuge in the chaos. Miraculously, no one housed at his property died.
CHANGING REALITIES
CHANGING REALITIES
9:00 - 10:00 am EXHIBITORS’ BREAKFAST
Mount Temple Ballroom
10:00 am - 1:30 pm
Benefits
that add up fast!
TRADE SHOW & LUNCHEON
Sponsored by Rona Delegates in attendance are eligible to win fantastic prizes offered by the exhibitors. Staff attending
the Housekeeping Awards Gala should arrive intime to visit the trade show. Lunch is served from
11:30 am to 1:00 pm. Passport prize draws start at 12:30 pm sharp.
2:00 - 4:00 pm
and money!
We’re
passionate
about
projects,
AHLA
We invite all
SLEIGH RIDES
A horse-drawn sleigh ride is a perfect way to see this winter wonderland. Take the lakeside trail to
the end of majestic Lake Louise and enjoy the spectacular natural mountain scenery along the way.
On traditionally-styled sleighs featuring cozy, upholstered seats and blankets to keep you warm and
comfortable, the Brewster Family will show you the sights.
Sleigh rides depart from the front of the Chateau, subject to weather and snow cover.
Benefits that add up fast!
and money!
We’re passionate about projects,
We invite all
AHLA
CHANGING REALITIES
2:00 - 3:00 pm BUSINESS SESSIONS
Victoria Ballroom The Power of Persuasion
Sponsored by Best Buy Canada and LG
Your ability to create and sustain positive change in others directly impacts your ability to lead teams,
manage projects, negotiate agreements, and coach staff. This session, led by Heath Slawner of the
McGill International Executive Institute, will help you to understand principles of persuasion that will
help you to influence others and enable you to employ them to produce change that is effective,
enduring, and ethical.
Plain of Six Glaciers/ Update from AGLC
Saddleback Trail Room AHLA members will meet with AGLC officials to discuss the future of liquor and gaming in Alberta.
3:00 - 4:00 pm BUSINESS SESSIONS
Plain of Six Glaciers/ Saddleback Trail Room
Beehive/
Lakeshore Room I’m Too Small for Yield Management
Do you think yield management is just for big hotels & resorts? Being strategic about marketing and
pricing your campground or small property can increase its profitability. This session will show you
how!
GUESTROOM 20X
Sponsored by Hospitality Financial & Technology Professionals Southern Alberta Chapter
Guestroom technologies expand beyond in-room entertainment as properties try to streamline their
operations, provide fast and easy check-in, create a relaxing environment for guests, and more.
GUESTROOM 20X offers a glimpse of the future, encouraging delegates to think beyond the scope
of everyday technology.
4:30 - 6:30 pm HOUSEKEEPING AWARDS CHECK-IN
Beehive/ Staff from properties that have achieved the 2009 Housekeeping Award are asked to check in to
Lakeshore Room receive their corsage and piping in instructions prior to the Housekeeping Awards Gala.
6:00 - 7:00 pm CANADA SELECT COCKTAIL RECEPTION
Heritage Hall
7:00 pm
Mount Temple HOUSEKEEPING AWARDS GALA DINNER
Sponsored by Travel Alberta
The people who keep our hotels, motels, inns, and resorts clean and ready for guests are among
the most important in Alberta’s tourism and hospitality industry. This gala dinner will celebrate the
front line staff members who provide inspiring service every day.
Gift bags provided by Serta.
7:00 pm Alpine Room CAMPGROUND MEMBERS’ DINNER
Sponsored by Recreation Vehicle Dealers Association
AHLA campground members are invited to gather together for an evening of networking and sharing
over a delicious dinner and spectacular mountain views.
TUESDAY, APRIL 7
8:00 am SUNSHINE BREAKFAST
Victoria Ballroom Sponsored by Alberta Hotel Safety Association
AHSA Certificate of Recognition Presentations
Menu Award Presentations
CHANGING REALITIES
CHANGING REALITIES
9:30 - 10:30 am BUSINESS SESSIONS
Beehive/Lakeshore Room Changing Realities with Your Team
Sponsored by Kinasewich Benefits Consulting
Change is necessary for properties to be competitive in today’s global market. It can be as complex
as a company reorganization or as simple as modifying everyday work procedures. Simply assuming
that staff will easily adjust because the change is necessary can lead to roadblocks and negative
attitudes. This session will explore why it is important to recognize the needs of your staff during
times of change, and how your actions and reactions can have a tremendous effect on your employees,
their productivity, and the business as a whole.
Victoria Ballroom Alberta Accommodation Outlook
Presented by Alberta Tourism, Parks & Recreation Tourism Development Branch
Alberta has a diverse inventory of accommodations ranging from luxury resorts to rural motels. Recent
turmoil in global markets and the credit crunch are sure to have an impact on our industry.
Pannell Kerr Forster will give a current and comprehensive outlook on Alberta’s accommodation
industry, providing owners and general managers with key information about the health of our sector,
including existing economic and market conditions and projected supply and demand. This information
will be invaluable to executives responsible for marketing, product development, or financing in 2009
and beyond.
CHANGING REALITIES
Menu Engineering
Sponsored by Hospitality Financial & Technology Professionals Southern Alberta Chapter
Successful food and beverage operations take an enormous amount of hard work. Planning the
menu is a critical first step. David Mercier, NAIT Culinary Arts instructor and AHLA Menu Awards
judge, will take delegates through the process of developing a menu that will satisfy both customers
and controllers!
10:45 - 11:45 pm
BUSINESS SESSIONS
Electronic Fraud
Sponsored by Bennett Jones
Data is the currency most coveted by criminals today. You can change this reality by understanding
the threats that face your business and protect it - and your customers - from fraudsters. Besides the
loss of your reputation and your customers’ goodwill, a breach can result in negative publicity, financial
liability, fines from merchant banks or government regulatory agencies, and even expose you to
litigation. Visa Canada’s Senior Manager of Data Security and Investigations, Michael D’Sa, will
provide you with information on how to protect your business from these risks.
11:30 am - 12:00 noon GOLD KEY RECIPIENTS’ REGISTRATION
Agnes Room Gold Key recipients are asked to register and then enjoy a brief reception to commemorate the occasion.
12:00 noon
Victoria Ballroom GOLD KEY & EMPLOYER OF CHOICE AWARDS LUNCHEON
Sponsored by Coast Hotels & Resorts
Join in celebrating employers and employees who are inspiring service in Alberta’s tourism and
hospitality industry! The AHLA’s Gold Key Award celebrates the contributions of employees at all levels
who have shown the attitude and dedication needed to serve our guests in their careers. The Employer
of Choice Awards will recognize properties that have achieved the highest standard of human resource
practice in Alberta’s tourism and hospitality industry.
2:00 - 4:00 pm
CULTURE THAT ROCKS
Sponsored by Gas Alberta Energy
Back by popular demand! Jim Knight, Senior Director of Training with the world famous Hard Rock
Café’s School of Hard Rock, will share best practices that will help you create and maintain a strong
company service culture at your hotel, motel, restaurant, resort, or campground.
“Culture that Rocks” highlights best practices, which owners, general managers, and senior staff
can employ to create and maintain a strong company culture. The backdrop of Hard Rock International
is a platform to discuss ways to create, maintain, or revive your corporate culture, regardless of its
current state.
6:00 - 7:00 pm CHAIRMAN’S RECEPTION
Red Room
7:00 pm Victoria Ballroom CHAIRMAN’S DINNER
Sponsored by Sysco Calgary
Our 89th Annual Convention will close with an elegant evening of dinner and entertainment, including
Award of Distinction and Life Membership presentations to AHLA members whose service has
contributed to our association and Alberta’s tourism and hospitality industry.
Grand Prize Draw of an Edmonton - Jasper return trip for two sponsored by VIA Rail
CHANGING REALITIES
CHANGING REALITIES
EXHIBITORS
AB Employment & Immigration 28 & 29
Workplace Partnerships and WCB
10808 - 99 Avenue, Edmonton, AB T5K 2H2 T 780.427.4200
www.gov.ab.ca/hre F 780.422.2442
Prize: $50 Chapters Gift Card
Alberta Hotel Safety Association Health & Safety Training
#401, 5241 Calgary Trail, Edmonton, AB T6H 5G8 www.albertahotelsafety.com Prize: Basket of Health & Training Resources
AHLA Environmental Stewardship Project Environmental Stewardship
36
Alberta Children & Youth Services Industry Initiatives - Child Protection
9940 - 106 Street, Edmonton, AB T5K 2N2
www.child.alberta.ca
73
Allmar International 13
Automatic Doors, Steel Doors & Hardware
14730 - 115A Avenue, Edmonton, AB T5M 3C5 T 780.447.1605
www.allmar.com F 780.447.1905
Prize: Jacket
Alberta Gaming & Liquor Commission Gaming & Liquor
50 Corriveau Avenue, St. Albert, AB T8N 3T5 www.aglc.gov.ab.ca 79
CHANGING REALITIES
T 780.447.8600
F 780.447.8917
Apple Fitness Store Ltd.
Fitness Equipment
16604 - 109 Avenue, Edmonton, AB T5P 1C2 www.applefitness.com Prize: Fitness Kit (Ball, Mat, Heart Rate Monitor)
28 & 29
T 780.436.6112
F 780.436.5404
24
T 780.452.8877
F 780.452.8885
Bentley-Northchem Ltd.
7
Golf Item
8412 - 45 Street, Edmonton, AB T6B 2N6 T 780.468.3455
www.bentley-northchem.com F 780.468.9132
Prize: Environmently Friendly Products/Laundry Concentrate
Best Buy Canada/LG Electronics Parker Room, Balcony
Electronics
8800 Glenlyon Parkway, Burnaby, BC T5J 5K3 T 604-412-1994
www.bestbuy.ca
F 604-412-5235
Best Plumbing & Lighting Plumbing & Conservation
11703 - 154 Street, Edmonton, AB T5M 3X9 www.best-plumbing.ca Prize: $100 Gift Certificate
Best Western International, Inc. Membership in Hotel Chain
6201 N. 24th Parkway, Phoenix, AZ 85016 www.bestwestern.com Birchwood Furniture Co. Inc. Upholstered Furniture
4770 – 46 Avenue SE, Calgary, AB T2B 3T7
www.birchwood.com
14
T 780.451.2432
F 780.455.5930
Clearzone Services HVAC System Cleaning
1929 - 46 Avenue SW, Calgary, AB T2T 2R8 www.clearzoneservices.com
62
T 403.569.8089
F 403.273.1355
70
T 602.957.5621
F 602.957.5575
58
T 403.571.7220
F 403.571.7234
Braidwood Hospitality Management 85
Hospitality Management Systems
102, 1238 Seymour Street, Vancouver, BC V6B 3N9 T 604.681.4444
www.braidwood.ca F 604.681.4441
Calgary Zoo
Calgary Zoo Hotel Packaging Information
1300 Zoo Road NE, Calgary, AB T2E 7V6 www.calgaryzoo.ab.ca Prize: Koala Gift Basket
CL Marketing 77
Pool & Spa Products
2770 - 24 Avenue NE, Calgary, AB T1Y 6V7
T 403.250.2494
www.tabex.com
F 403.250.8767
Prize: iPod
CL Marketing is an industry leader providing chemicals,
automation, salt water chlorination systems, and training for
swimming pools and spas across Canada. We specialize in
the care of hotels, motels, and municipal facilities. Contact CL
Marketing to find out how we can make the care of your pool
and spa easier.
38
T 403.232.9300
F 403.237.7582
Coinamatic Commercial Laundry Inc. 1
(formerly known as On Premise Laundry Systems)
Laundry Equipment
3048 9 Street SE, Calgary, AB T2G 3B9 T 403.287.2562
www.coinamatic.com F 403.243.7256
Coinamatic Commercial Laundry Inc. (formerly known as On
Premise Laundry Systems) sells and leases commercial laundry
equipment as well as providing parts and service. Our unique
full service lease offering provides equipment, design, delivery,
installation, bolt down, hook-up as well as operator training to
ensure ongoing satisfaction and 100% productivity.
Connect Logistics Services Inc Warehousing
50 Corriveau Avenue, St. Albert, AB T8N 3T5 www.clsna.com Prize: Wine Basket
81
T 780.458.4492
F 780.458.8588
Canopco
67
Hospitality Communications
Ste 1200, 48 Yonge Street, Toronto, ON M5E 1G6 T 416.640.1088
www.canopco.com F 416.640.1089
Prize: iPod
Coronet Equipment Ltd. Industrial Laundry Equipment
8112 - 46 Street, Edmonton, AB T6B 2M8 www.coronetequipment.com Christopher Carpets Ltd. Floorcoverings
16312 - 111 Avenue Edmonton, AB T5M 4G3 Custom Amenities Inc.
Amenities
11, 6115 - 3rd Street SE, Calgary, AB T2H 2L2
www.customamenities.com Prize: Backpack/Trekgear
Chubb Security Systems Alarm/CCTV Equipment
10118 - 175 Street, Edmonton, AB T5S 1L1 www.chubbsecurity.com 32 | alberta hospitality
17
T 780.421.7773
F 780.425.2253
41
T 780.423.3281
F 780.425.4196
D.K.B. Marketing Inc.
Chemicals & Cleaning Tools
Box 40425 Highfield, Calgary, AB T2G 5G7
Prize: $50 Gift Card
12
T 780.468.3127
F 780.466.1564
8
T 403.255.0303
F 403.253.4528
74
T 403.861.1176
F 403.782.5018
CHANGING REALITIES
CHANGING REALITIES
Danone Yogurt 68
Danone Yogurt
283 Ridgeland Cresent, Sherwood Park, AB T8A 2Z3 T 780.640.3687
www.danone.co.uk F 780.640.3689
Prize: Shirt with Cooler Bag
Guest Supply Canada 3
Amenities, Bed & Bath Textiles, Small Appliances, Room Products
570 Matheson Blvd E Unit 5, Mississauga, ON L4Z 4G3 T 866.483.7822
www.guestsupply.com F 866.483.7823
Prize: Waffle Weave Robe
Ecolab Ltd. 47
Cleaning Supplies & Systems
Unit 205, 9440 - 202 Street, Langley, BC V1M 4A6 T 800.352.5326
www.ecolab.com F 780.988.1830
HED Insurance & Risk Services AHLA Insurance Program
777 Portage Avenue, Winnipeg, MB R3G 0N3 www.hedinc.com
Prize: Golf Bag, Balls & Shirt
Eden Textile/Hypnos Canada
4&5
Beds, Bed & Bath Linens & Soft Furnishings
10934 - 120 Street, Edmonton, AB T5H 3P7 T 780.452.7200
www.edentextile.com F 780.451.0645
Prize: Gift Basket Opulence Linen, Bath Robe & Queen Bed
EMC Publications
Publisher of high quality trade magazines
6058 187A Street, Surrey, BC V3S 7R6
www.emcmarketing.com
Prize: A quarter page full colour ad.
64
T 604-574-4577
F 604-574-2196
HendrixCondonBarr Foodservice Foodservice Equipment and Smallwares
14515 - 118 Avenue, Edmonton, AB T5L 2M7 www.condonbarr.com Prize: The Wine Lover’s Package
Mollison Room
T 204.943.0331
F 204.943.9597
59,60,61
T 780.454.0432
F 780.455.9229
Hospitality Financial and Technology Professionals (HFTP) 91
Hospitality Financial and Technology Professionals
Box 1478, Banff, AB T1L 1B4 T 403.760.6981
Prize: iPod
F 403.762.2744
As a publisher of high quality trade publications, EMC
Publications’ objective is to ensure that our clients’ investment in
advertising pays off and their products and services are exposed
to both new and existing customers, thereby positioning their
companies as key suppliers to the hospitality industry.
Eric Brand Furniture 75
Furniture
1675 Rollins Road Suite D-2, Burlingame, CA 94010
T
650.259.0207
www.ebstyle.com F 650.259.0247
Prize: Fun & Games Carry All Bag & Designer Bag
Five Star Furniture Mfg. Hotel & Motel Furniture
24511 - 34 Street, Edmonton, AB T5Y 6B4
www.fivestarcanada.ca 50,51,52
T 780.472.6228
F 780.472.6230
Gas Alberta Energy 92
AHLA Natural Gas Program
Suite 110, 1111 57 Ave NE, Calgary, AB T2E 9B2 T 403.509.2600
www.gasalbertaenergy.com F 403.509.2611
George Courey Inc. 55
Hospitality Linen Products
30, 5251 - 48 Avenue SE, Calgary, AB T2B 3S2 T 403.387.0460
www.georgecourey.com F 403.387.0463
Prize: Set of Micro Fibre Pillows
CHANGING REALITIES
hotel concepts ltd. 76
Hotel Furniture, Fixtures and Finishings
6412 - 179 Street, Surrey, BC V3S 7J9 T 604-575-6240
www.hotelconcepts.ca
Prize: 2 Towel Sets
Hotel or restaurant under construction or being refurbished?
hotel concepts ltd offers total room solutions, providing standard
or custom-made furniture, fixtures and finishings made to
your unique requirements and FFE budget. We offer over 25
years experience and excellent pricing from partnerships with
suppliers around the world. AB Contacts: Wendy 403.830.8816
[email protected] or Jack 780.467.5114
Hotel Equipment & Supply Co. 40
Foodservice, Smallwares & Equipment
9635 - 102A Avenue, Edmonton, AB T5H 0G4 T 780.429.2727
www.e-hesco.com
F 780.428.0782
Prize: Kitchen Smallwares
Hotel Solutions 26 & 27
Electronics and Service Provider
92 Caplan Avenue, Suite 619, Barrie, ON L4N 0Z7 T 866.341.1122
www.hotelsolutions.ca F 866.312.7449
Prize: 40” Samsung LCD Television
Image Distributors (Canada) Ltd. Laundry Equipment
Box 180, Calmar, AB T0C 0V0 www.imagelaundry.ca Prize: Jacket
InnSource Solutions Property Management Software
105-9790 Second St, Sidney, BC V8L 3Y8 www.innsourcesolutions.com Prize: Digital Picture Frame
30
T 780.985.3091
F 403.271.1209
65
T 250.391.8988
F 250.656.9780
Jani-King of Southern Alberta 66
Cleaning & Sanitation
#1, 4600 - 5th Street, NE, Calgary, AB T2E 7C3 T
403.259.0044
www.janiking.ca F 403.259.0008
Prize: iPod
Jani-King now offers a simple and convenient housekeeping
solution for all types of hotel and resort properties. Whether
a hotel chooses Jani-King as their full-time housekeeping
department, or selects any one of its specialized services, JaniKing develops a customized schedule to adapt to the properties’
operational flow.
Johnson Inc.
Group Home and Auto Insurer
11120 - 178 St, Edmonton, AB T5S 1P2
www.johnson.ca/ahla
71
T 800.563.0677
Johnson Inc. is proud to offer AHLA Members and their staff
access to a group home and auto insurance product. As one
of Canada’s leading providers of home and auto insurance,
Johnson Inc. understands insurance is all about putting your
mind at ease.
Insurance available through Johnson Inc. and primarily underwritten by Unifund Assurance Company.
Unifund and Johnson share common ownership.
Kaba Lodging Systems Electronic Locking Solutions
7301 Decarie Blvd., Montreal, PQ H4P 2G7 www.kaba-ilco.com Prize: Home Hardware Gift Card
90
T 514.735.5410
F 514.735.8862
Kellogg Canada Inc. 48
Breakfast Products/Services
5350 Creekbank Rd, Mississauga, ON L4W 5S1 T 780.640.3434
www.kelloggs.ca F 780.640.3465
Prize: Gift Basket
Kitchen & Bath Classics 31
Plumbing Fixtures
6051 Centre Street S, Calgary, AB T2H 0C2 T 403.250.7470
www.wolseleyinc.ca F 403.291.1922
Prize: Tom Tom Navigational Device
Define your Space ~ Define your Hotel. We can turn your
renovation dreams into reality. Just step into one of our
17 showrooms across Western Canada including: Calgary
South 403.250.7470; Calgary 403.287.0297; Edmonton
North 780.452.0340; Lethbridge 403.329.8666; Medicine Hat
403.526.4032; and Red Deer 403.347.3747.
NAIT
NAIT Hospitality & Culinary Arts
11762 - 106 Street, Edmonton, AB T5G 2R1
www.nait.ca 11
T 780.471.7400
F 780.471.8414
Natural Rest Bedding Inc. Mattress Sleep Sets
14715 - 114 Avenue, Edmonton, AB T5M 2Y8 www.naturalrestbedding.ca Prize: Canadian Splendor Pillowtop Queen Set
Nerval Corporation 17552 - 107 Avenue, Edmonton, AB T5S 1E9 www.nerval.us 44 & 45
T 780.414.5704
F 780.465.7623
42, 43
T 780.452.1111
F 780.452.5775
CHANGING REALITIES
CHANGING REALITIES
Northern Feather Canada Ltd. Pillows & Duvets
8088 River Way, Delta, BC V4G 1K9 www.northern-feather.com Prize: Hotel Gel/Cluster Duvet
72
T 800.663.5965
F 604.940.8289
NRG Equipment Inc. 34
Sanyo PTAC’s, Hotel Style A/C & Heaters
1245 Maple Hill Ct, Unit 1, Newmarket, ON L3Y 9E8 T 905.853.0700
www.nrg-ptacs.com
F 905.853.0779
Prize: His & Her Gift Set
Orkin/PCO Services Inc. Pest Control
11611 - 145 Street, Edmonton, AB T5M 1V9 www.pco.ca 63
T 780.483.3070
F 780.454.6305
Profitek POS Solutions 82
Point of Sale
108, 2340 Pegasus Way, NE, Calgary, AB T2E 8M5 T 403.248.2348
www.profitek.com F 403.248.2388
CHANGING REALITIES
Protect-A-Bed Canada Mattress Encasements & Protectors
75 Shields Court, Markham, ON L3R 9T4 www.protectabed.ca 39
T 905.479.5803
F 905.479.6240
Recruitment Solutions Intl Ltd 80
Foreign Worker Recruitment
Suite 205, 259 Midpark Way SE, Calgary, AB T2X 1M2 T 403.243.5888
www.recruitmentsolutions.org F 403.256.2440
Prize: 4 Golf Shirts
RONA Inc. 9
Building Maintenance and Renovation Products
220 Chemin du Tremblay, Boucherville, PQ J4B 8H7T 604.882.6208
www.rona.ca F 604.377.6290
RONA is the largest 100% Canadian supplier of maintenance
and renovation products. Our objective is to provide you with
a complete package. We contribute to our clients’ success by
meeting their specific needs and creating made-to-measure,
customized solutions. Financial advantages, time management
and resource optimization, let us know which is most important
to you!
Royal Roads University Hotel Management Educational Programs
2005 Sooke Road, Victoria, BC V9B 5Y2
www.royalroads.ca/tourism
10
T 250.391.2600
F 250.391.2546
Schoolhouse Products Inc. 33 & 54
Folding Tables & Chairs, Stacking Chairs, Portable Stages & Partitions
Site 1 Box 31 RR1, Okotoks, AB T0L 1T0
T 403.938.2936
www.schoolhouseproducts.com F 403.938.2849
Prize: 2 Golf Shirts & Caps
Sealy Canada Ltd. Mattress Sleep Sets
14550 - 112 Avenue, Edmonton, AB T5M 2T9 www.sealy.com
Prize: Sealy Bath Robe
SOCAN
Music Licensing
#1045 Weber Centre, 5555 Calgary Trail, Edmonton, AB T6H 5P9 www.socan.ca
Prize: AM/FM Radio Cooler
89
T 780.439.9049
F 780.432.1555
Spring Air BC/Restwell Mattresses and Bedding Products
14922 - 54A Avenue, Surrey, BC V3S 5X7
www.restwellmattressco.com 22, 23
T 604.576.2339
F 604.576.6637
6
T 780.452.3070
F 780.453.7914
Standard Textile Co., Inc. Textiles, Drapery & Decorative
One Knollcrest Drive, Cincinnati, OH 45237 www.standardtextile.com Prize: Bath Robe
19
T 513.761-9256
F 513.761.0379
Select Hospitality Systems Ltd 49
Electronic Keycard Locks, In-Room Safes & Energy Mgmt.
P.O. Box 171, Stn Palgrave, Bolton, ON L7E 3T2 T 866-509-7371
www.selecthospitalitysystems.com F 905.880.3733
Prize: Wall Clock
Strategic Project Management 18
Employment Recruitment Agency
Box 220
T 780.289.9271
New Sarepta, AB T0B 3M0
F 780.812.2931
Prize: Electronics - Back Up Camera for Vehicles
Serving Canada over 25 years, with sales, service, and
installations. We provide Saflok electronic keycard locks,
SafeMark electronic in-room safes, energy management, door
hardware, and accessories as well as keycards, custom brand
and logo, cleaning cards, and batteries for all systems. Offices
and warehouse in Bolton, Ontario. Ask for Larry Cechet or
Janette Anderson.
Threshold Financial Technologies Inc. 32
ATM Solutions
3269 American Drive, Mississauga, ON L4V 1V4 T 905.678-4508
www.threshold-fti.com F 905.678.6800
Prize: iPod
SERTA Mattress Co. Furniture & Bedding
7260 Winston Street, Burnaby, BC V5A 4N2 www.serta.bc.ca
Shaw Hospitality Designs Carpet
4806 - 54 Street, Vegreville, AB T9C 1N1 www.shawhospitality.com Prize: Coffee Mugs
83 & 84
T 604.420.5333
F 604.420.9194
20
T 780.632.4238
F 780.632.7590
Simmons Canada Inc. 2
Mattresses
3636 - 11A Street SE, Calgary, AB T2G 3H3 T 403.287.0600
www.simmonscanada.com F 403.243.2040
Prize: Beautyrest Queen Felicity Pillow-Top Mattress Set
Smart Hotel Software 86 & 87
Smart Hotel Software
2420 Haywood Avenue, West Vancouver, BC V7V 1Y1 T 604.926.3215
www.uniresman.com F 604.926.3477
Prize: Logitech Harmony Universal Remote Control
Time Business Machines Point of Sale
17620 - 107 Avenue, Edmonton, AB T5S 1G8 www.timebusiness.com Prize: iPod
37
T 780.483.3040
F 780.486.2989
Town & Country Uniforms Inc. 88
Uniforms for Hotels & Restaurant Industries
5675 Christopher Colombus, Montreal, PQ H2S 2E8 T 800.361.0388
www.tcuniforms.com
F 514.271.4636
Prize: His & Hers Polo Shirts F 604.272.3265
Travel Alberta In-Province 10949 120 Street, Edmonton, AB T5H 3R2 www.travelalberta.com 78
T 780.424.1111
F 780.424.2884
True North Hospitality 69
Bed & Bath, Linens, Room Accessories & Amenities
P.O. Box 721, Sarnia, ON N7T 7J7
T 519.332.1412
www.truenorthdistributors.com
F 519.332.3305
Prize: Bath Robe
CHANGING REALITIES
CHANGING REALITIES
Unisource Canada Inc. Cleaning, Sanitation & Amenities
6040 - 11 Street NE, Calgary, AB T2E 9B1 www.unisource.ca Prize: $75 Gift Card
56 & 57
T 403.219.0400
F 403.250-8585
VingCard Elsafe
25
Locks & Safes
#100, 631 International Pkwy, Richardson , TX 75081 T 972.692.3167
www.elsafe.com
F 214.212.7367
W.E. Greer Ltd. 15 & 16
Cleaning Products & Nilfisk-Advance Cleaning Equipment
14704 - 119 Avenue, Edmonton, AB T5L 2P1 T 780.451.1516
www.wegreer.com F 780.451.0334
Prize: GD110 Vacuum
W.E. Greer Ltd. is a leader in commercial and industrial cleaning
equipment and supplies. At W.E. Greer, we specialize in:
• Providing mechanized cleaning solutions
• Streamlining cleaning & maintenance processes
• Delivering safe, simplified, and effective cleaning solutions
• Developing educational tools and programs
Westport Mfg. Co. Ltd./Pacific 46
Drapery & Bedding
1122 Southwest Marine Drive, Vancouver, BC V6P 5Z3 T 604.261.9326
www.west-port.com F 604.261.3783
Prize: Blanket & Promotional Item
Westwind Leisure Group 21
Waterslides, Waterplay, Waterspray
#210, 9348 - 49 Street, Edmonton, AB T6B 2L7 T 780.465.6699
www.westwindleisure.com F 780.462.6594
Workers’ Compensation Board 28 & 29
Safety Prevention Materials
Box 2415, 9925 - 107 Street, Edmonton, AB T5J 2S5 T 780.498.8616
www.wcb.ab.ca F 780.498.7875
Prize: Sports Bag & Travel Clock
WWG-Totaline (Scotsman) 35
Scotsman Ice Makers/Dispensers
11735 - 108 Avenue, Edmonton, AB T5H 1B8 T 780.452.7434
www.scotsman-ice.com
F 780.451.1679
Prize: Discount/Credit on any Scotsman Ice Maker
Zep Manufacturing Company
Cleaning & Sanitation Products
11627 - 178 Street, Edmonton, AB T5S 1N6 www.zepcan.com
53
T 780.453.8100
F 780.453.8148
PU B L I CAT I O N S
CHANGING REALITIES
FEATURE
INVESTING IN ALBERTA
Tourism Business Development,
Research, and Investment
by Moe Rehemtulla
Alberta is a place where people have the freedom to create and the spirit to achieve.
That entrepreneurial spirit, combined with the seemingly endless potential of our
province, makes for exciting business opportunities. A people-driven, renewable
industry such as tourism has abundant opportunities for growth.
38 || alberta
alberta hospitality
hospitality
38
“Identifying the most promising business opportunities
in Alberta’s growing tourism industry is the first step.”
The Government of Alberta recognizes the tremendous contribution
tourism makes to our economy, and is committed to encouraging even
more growth. Although the world is in a period of economic uncertainty,
Alberta is a debt-free province, with a stable government, and the economy
is still holding its own. Albertans are known for their optimism; for
looking ahead and being encouraged by the success that the anticipated
economic turnaround will bring. Doing business in these uncertain times is
a challenge, but it can also be a rewarding if you have an innovative, wellplanned tourism business opportunity.
Alberta Tourism, Parks and Recreation’s Tourism Business Development,
Research and Investment branch offers a wide range of free programs
and services to tourism business operators and investors. These resources
can help to bring opportunities together - to foster the profitability
and sustainability of existing tourism operations, and to encourage the
development of new business opportunities. Staff of the branch:
• Work with clients to identify viable investment opportunities;
• Assist clients to find and access capital in Alberta, Canada, and
internationally;
• Strategically target investors looking for joint venture opportunities with
Alberta tourism operators;
• Provide advice and guidance to help navigate regulatory requirements;
• Share relevant and timely business information; and
• Provide research and statistics on market and consumer trends.
Identifying the most promising business opportunities in Alberta’s growing
tourism industry is the first step. Ventures can range from expanding
and enhancing an existing operation, or building something new. Specific
opportunities may include four-season resorts, hotels, guest ranches, RV
parks, and many others.
Not only does the Alberta government seek out potential opportunities,
but more and more communities from all parts of the province are
looking to capitalize on tourism, actively promoting land-based, for-profit
tourism investment opportunities. Connecting entrepreneurs and investors
with these communities is another important part of Tourism, Parks and
Recreation’s role in creating a vibrant tourism industry. Each year the
Department hosts the Tourism Investment Symposium - a unique, oneday event giving municipalities with investment-ready tourism projects the
chance to showcase their projects to targeted investors, developers, and
tourism financiers.
The symposium has grown each year since its inception in 2005. It started
out with eight communities participating, and has now grown to more than
16 communities and more than 20 investment opportunities in 2008. The
next Tourism Investment Symposium will be held in Calgary in September
2009.
alberta hospitality
hospitality || 39
39
alberta
The Department also looks beyond Alberta’s borders to attract investment. Working closely
with the Government of Alberta’s international offices around the world, there have been
recent investment missions to China, the United Kingdom, and the Middle East. International
companies looking at strategic alliances are targeted and meetings are then facilitated by the
Branch for Alberta companies looking at expanding their tourism product.
These missions help drive home the message that not only are there opportunities in Alberta’s
tourism industry, but the government is committed to supporting the industry and creating a
business environment that helps it flourish.
Identifying new sources of capital is critical during these uncertain times, particularly when
domestic financing sources are taking a more cautious approach to lending and investment.
Missions and participation at tourism and hotel-related investment conferences are an important
way to establish relationships with new funding sources and profile Alberta opportunities.
The Department also offers timely and relevant information to help tourism business operators
make sound decisions. The Department sponsors the annual Accommodation Outlook as part
of the AHLA’s annual convention. It provides an analysis of the current state of the sector
and where it may be headed in the near future. On March 4, the Department held its first
annual Tourism Business Development Forum - a chance for economic development officers,
municipalities, tourism planners, and operators to explore the issues facing tourism businesses
and to learn about the resources that are available to assist them.
All of this support is producing results for Alberta’s +$5 billion tourism industry, and for
businesses. The work and support from the Alberta government is being recognized as effective.
Alberta’s model of fostering growth is now being emulated in other Canadian provinces.
Visit www.tourism.alberta.ca to learn more about how the Tourism Business Development,
Research and Investment Branch can assist your business.
CHILD SEXUAL EXPLOITATION A DISTURBING ACTIVITY IN HOTELS
by Alberta Children and Youth Services
On Tuesday morning, a man and his 13-year-old daughter check into your
hotel. He looks like an average middle-aged guy. She looks like an average
teenager. But there’s nothing average about either of them or their stay.
He’s a pimp. She’s a sexually exploited child. Within minutes of checking in,
“Daddy” leaves your establishment, and over the next 24 hours, a parade of
men head directly to the girl’s room. You may think this doesn’t happen in
Alberta, but it does.
Unfortunately, the online universe has made it easier for the sexual exploitation
of children to occur behind closed doors rather than on the street. Many are
being forced into the rooms of properties around Alberta - from budget
motels to luxury hotels - allowing sexual exploitation and abuse of children
to occur in the privacy of a paid-in-full guestroom. As a result, intervention
by police and child protection agencies has become far more difficult.
That’s why the Alberta Hotel and Lodging Association (AHLA) and Alberta
Children and Youth Services are joining forces. Together, we are developing
an awareness campaign encouraging accommodation employers and their
staff to participate in reporting suspicious activity. The campaign will
increase awareness of the issue and educate you on how to help sexually
exploited children by reporting incidents that occur on your premises. All
AHLA members will be provided with communication tools to inform,
engage and assist staff in combatting this issue. These materials will help you
and your co-workers identify potential victims and connect them with the
support and services they need to be safe from exploitation.
Some children who are sexually exploited may have a history of neglect
and physical or sexual abuse. Other children come from stable, middle-class
homes and get mixed up with the wrong crowd during their vulnerable teen
years. Whether they are running away from abuse or challenges they face
while growing up, they become easy targets for pimps and recruiters. These
people (who don’t necessarily look like they do on TV) befriend alienated
youth and soon welcome them into a new “family” - a “family” that at first is
caring and accepting, and even spoils them with lavish gifts - all in an attempt
to manipulate them for their own gain and sexual exploitation. These children
soon become dependent and are forced to trade sexual acts for money, food,
shelter, and even love and acceptance, in order to survive both physically and
emotionally. Typically, the individuals responsible for the sexual exploitation
of children are also involved in a number of other illegal activities including
drug dealing. These criminal activities destroy the lives of children. If they are
happening at your property, they could do the same to your business.
Protecting the rights of children and youth is everyone’s responsibility.
The AHLA fully supports this awareness campaign and encourages
all members to look for signs of child sexual exploitation and
report suspicious activity at their properties. You can get victimized
children the help they need and protect your business at the same
time. Child sexual exploitation is abuse, and it’s a crime. If you think
it’s happening at your property, call 1-800-387-5437(KIDS), your local police,
or your local Child and Family Services Authority (visit www.child.alberta.ca
to find your local authority).
FEATURE
MAKE A SPLASH
Upsell Water with Options
by William F. Orilio
Bottled water is a phenomenon that’s hard to
explain in this day and age. It’s gone so crazy
that it makes for a great add-on for increasing
revenues. Everyone buys water - flavoured
water, natural spring water, mineral water,
sparkling water, fortified water - regardless
of what they’re doing. There are multiple
waters out there, almost as many as there
are beers. Sometimes it’s difficult to make
a choice. I have no objection to water
being sold in restaurants, and find it to be
a very nice addition to the offerings that an
establishment has.
MAKE A SPLASH
“Water can be very refreshing, especially if the guest orders an appetizer
or other food item. Bottled water should always be offered.”
The good thing is that all you need to do is have a server ask the guests if
they care for bottled water; sparkling or still. This is an easy way to increase
the average per-person check.
As we all know, the profit margin with bottled water is astronomical. As
such, every restaurant should be offering it to their guests, all the time, not
only at the dining table, but also at the bar. Water can be very refreshing,
especially if the guest orders an appetizer or other food item. Bottled water
should always be offered.
It seems to me that the pendulum swings one way or the other. You’re
either offered water options when the server initially approaches you or
you’re not, in which case you either have to ask or you get tap water. An
easy sale becomes a lost opportunity.
Don’t Gouge the Guest
If the pendulum swings the other way, and you’re offered water, it
sometimes turns from an easy sale to an abusive sale. When the bottle is
empty at most restaurants, you automatically get served another bottle. The
server doesn’t ask if you would care to have another bottle, he just brings
it. I find it quite disturbing to get the check after ordering one bottle of
water, but have gone through three or four, and they all appear on the check
at $8 or more. This is simply wrong. While water increases the average per
person check, and is an easy sale and a high-profit item, it’s disturbing to
find out that you’ve been charged for three or four bottles of water when
you originally placed an order for one. This could be considered gouging.
So it raises the question, “Where do we draw the line?” As we all know, you
don’t simply serve a second bottle of wine without first asking the guest if
they want it. Why should an $8 bottle of designer water be any different?
Clearly servers should ask the same question about water that they do about
other beverages.
Operators should take a serious look at this from the guest’s perspective.
At $8 a bottle, if a party of four goes through four bottles of water, this
labour issues?
re-fresh?
NEVER FROZEN
NEVER FROZEN
TENDER
labour issues?
re-fresh?
AGED PRIMALS re-fresh? AGED PRIMALS
re-fresh? inconsistent?
NEVER FROZEN
TENDER
inconsistent? re-fresh?
re-fresh?
TENDER
TENDER
poor
quality?
re-fresh?
poor quality?
PRIMALS
TENDER FRESH AGED
re-fresh?
NEVER FROZEN
poor quality?
poor quality?
labour issues?
poor quality?
JUICY
AGED PRIMALS
inconsistent?
AGED PRIMALS
labour issues?
FRESH poor quality?
inconsistent?
re-fresh?
FRESHpoor quality?
re-fresh?AGED PRIMALS
inconsistent?
NEVER FROZEN
Fresh Hand-Cut Steaks at
A Restaurant Near You
403.720.1300 | ww.syscocalgary.ca
labour issues?
re-fresh?
NEVER FROZEN
SUPERIOR QUALITYlabour issues?
FRESH
re-fresh?
AGED PRIMALS
re-fresh? re-fresh? inconsistent?
LABOUR SAVING
JUICY
TENDER
TENDER
TENDER
re-fresh?
inconsistent?
poor quality?
LABOUR SAVING
inconsistent?
labour issues?
NEVER FROZEN
LABOUR SAVING
NEVER FROZEN
labour issues?
poor quality?
poor quality? AGED PRIMALS
TENDER
FRESH
inconsistent? poor quality?
re-fresh? CONSISTENT re-fresh?
AGED PRIMALS
inconsistent?
NEVER FROZEN AGED PRIMALS
re-fresh?
TENDER
TENDER
SUPERIOR QUALITY
NEVER
FROZEN
re-fresh? inconsistent? re-fresh?
labour
issues?
poor quality?
alberta hospitality |
inconsistent?
inconsistent?
PRIMALS
FRESH AGED
re-fresh?
SUPERIOR QUALITY CONSISTENT
NEVER FROZENpoor quality?
JUICY
poor quality?
re-fresh?
JUICY
43
MAKE A SPLASH
increases the average per person check by $8. With $24 added to your
guest check unexpectedly it can be a little bit of sticker shock, and
possibly deter guests from spreading good word of mouth and/or
returning to the establishment. Increasing the average per person check
is honourable in this industry, but not at the unexpected cost of the
guest.
I’m fortunate enough to frequently travel across North America visiting
hospitality industry establishments. I spend more than half of my
waking hours in hotels and restaurants, evaluating them for quality of
service, honesty, and integrity. More often than not, when guests have
ordered a bottle of water, the water keeps flowing and they get charged
on their guest check for more than one bottle. I hear the complaints
when the check hits the table. Guests hate it when that happens. They
very seldom complain to the server, probably because they would be
embarrassed disputing the bill over bottled water. If they’ve consumed
it and it’s on the check, they feel obligated to pay for it even though they
didn’t request it. This is taking the guest hostage. That’s not hospitable
in any sense of the word.
Offer Variety
Look at the profit margin that one makes on a bottle of beer versus a
bottle of water. When you see the difference in the two, you almost have
to ask yourself from both an operator’s and a consumer’s standpoint,
“Why don’t you have more options for water?” Not only more options,
but multiple sizes. Many restaurants these days are only carrying the
large bottle of water, either a still water or a sparkling water, but usually
just one brand. Believe it or not, many people won’t drink certain bottled
waters because they like other brands so much. While “water is water”,
some people just don’t like it when there’s only one brand offered. It
does take up room, and can deplete storage area for other items that
need to be behind the bar, but there should be an area where you could
keep two or three different brands, and enough kept chilled so that it
can be served at all times.
Within the past 30 days, I have assessed several high-end establishments.
I was surprised to find out that they all offered only one size - a large
bottle. The problem with this is that not all guests want bottled water.
More often than not, a single guest would like to have bottled water,
whether it is at the dining table, or while sitting at the bar. No one wants
to sit at the bar with a large bottle of Evian, Voss, Panna, or whatever
brand you may be serving. In most cases, the cost of two small bottles
of water can either equal or exceed that of one large bottle of water,
increasing profits even more. More than likely, if you have a small bottle
offered, the guest is going to order more than one. With different sizes
and varieties available, there may be multiple orders of water at the
table for small bottles and second servings, again increasing profits to a
greater extent than that of one large bottle.
When you think about it, the picture is as clear as…well, water! Be
hospitable. Don’t gouge your guests by serving them bottles of water
they didn’t order. Give them multiple options and everyone will be
happy. After all, the best kind of guest is a happy guest.
William Orilio is the CEO of Orilio & Associates, Inc. a hospitality consulting
firm to hotels, casinos, and restaurants. Visit www.oahospitality.com.
HUMAN RESOURCES
hiring older workers
by Chris McBeath
During the past decade, the population aged 45 to 64, the oldest workingage group, soared by 51%, and is projected to gain another 38% by 2011.
In 2006, approximately 22% of Alberta’s population was between the ages
of 50-69. Although older workers alone won’t fill the impending labour
shortages, this population sector offers employers some distinct benefits
such as:
• Reliability
• A proven performance record
• Life/work experience, knowledge, and skills
• A sense of responsibility and duty to the job
• Loyalty and commitment to the organization
• An ability to serve as role models and mentors
• Tactfulness
• Conscientiousness
• A co-operative and team-oriented attitude
• Self-confidence
• Motivation
• Lower absenteeism
• A willingness to work flexible schedules
• Diverse people skills
Employment strategies may require financial or motivational incentives,
educational and training programs, and most importantly, adaptable
workplace policies such as flex time, part time, job sharing, contract work,
and “bridge work” (between careers and retirement), all of which are
becoming essential practices as recessionary times add a new meaning to
“freedom 55”.
Statistics and benefits list courtesy of the Government of Alberta, Human Resources
and Employment
UPCOMING
ISSUE
Summer 2009
Closes May 22
Published July 6
• Guest Service Initiatives
• Fitness Facilities & Programs
• Outsourcing F&B
• Laundry Innovations
Call 1-800-667-0955 to book your ad.
NAMES IN THE NEWS
spring 2009
Congratulations to the new general managers at the following properties:
John Barr, Raven Motor Inns, Valleyview; Darlene Burns, Travellers
Inn Camrose, Camrose; Geraldine Cartier, Rimbey Motor Inn, Rimbey;
Jason Clark, Best Western Village Park Inn, Calgary; Don Fennerty,
Fairmont Hotel Macdonald, Edmonton; Gary Fritz, Western Budget
Motel Peace River, Peace River; Peter Gray, Canadian Rockies Vacation
Rentals (Boardwalk), Canmore; Ivka Jakobvljevic, Vista Motel, Vegreville;
Weifeng Jiang, Royal City Motor Inn, Brooks; Jeeman Kim, Bashaw
Commercial Hotel, Bashaw; Yong G Kim, West Country Inn, Drayton
Valley; Christine Latimer, Best Western Valemount Inn & Suites,
Valemount; Chris Majkut, Strathmore Hotel, Strathmore; Vicki Minard,
Quality Hotel Calgary Airport, Calgary; James Oh, The Ritz Cafe &
Motor Inn, Whitecourt; Nicole Pointkoski, Journeyman Inn - Entwistle,
Entwistle; Kevin Ritchie, Red Deer Lodge Hotel & Conference Centre,
Red Deer; Satbir Sidhu, Jenner Hotel, Jenner; Markus Treppenhauer,
The Fairmont Banff Springs, Banff; Sheila Tutt, St. Michaels Inn, Rycroft;
and Gil Vallee, Capri Hotel Trade & Conference Centre, Red Deer.
The West Harvest Inn, Edmonton, is now the Quality Inn West Harvest.
CALENDAR OF EVENTS
••SPRING INTO TRAINING
May 6 - June 10, 2009
Edmonton, Calgary, and Fort McMurray
[email protected]
••RENDEZ-VOUS CANADA
May 9-13, 2009
Calgary
www.rendezvouscanada.travel
••CANADIAN RV & CAMPING CONVENTION
November 5-8, 2009
Victoria
www.rvconvention.ca
Seven Albertans have been appointed to Travel Alberta’s board of
directors, joining Chair Quincy Smith and Vice Chair Bob Normand.
The new directors are: David Bayne, Banff; Bryon Dickie, Calgary; Jan
Fisher, Red Deer; Steven Glover, Canmore; Ruth Kelly, Edmonton; Rick
LeLacheur, St. Albert; and Sandra Thornton, St. Albert. The province’s
tourism marketing organization will be governed by the board once it is
established as a legislated corporation on April 1.
Days Inns - Canada’s 2008 fundraising campaign raised $42,000 for the
Childhood Cancer Foundation - Candlelighters Canada (CCFCC). Hotel
owners donated a portion of their revenue for one week in September and
collected donations from staff and guests to help the 10,000 children in
Canada currently living with cancer.
Hayato Okamitsu, executive chef at Calgary’s Catch, is the 2009 Gold
Medal Plates champion. Okamitsu came out on top following six crossCanada regional competitions to determine the chefs who would advance
to the finals in Banff. The event raised $800,000 in support of athletes on
the Canadian Olympic and Paralympic teams.
ADVERTISERS
Spring 2009
Alberta Hotel & Lodging Association41
Alberta Hotel Safety Association
37
Aerco
9
Alberta Gaming and Liquor Commission 45
Allstream 35
BIDMEXICO International
21
Best Buy Canada
17
CL Marketing
32
Coinamatic Commercial Laundry32, 44
Coronet Equipment
33
Direct Cash
BC
HED Insurance and Risk Services
5
hotel concepts
34
Image Distributors
20
Jani-King of Southern Alberta
34
Johnson Inc.
34
Kitchen & Bath Classics
34
Maynards Industries
40
Mercan Recruit Ltd 12
Northern Feather
27
Restwell Sleep Products
IFC
RONA Inc.
27, 35
Select Hospitality Systems
36
Serta
35
Strategic Project Management
29
Sysco Calgary
43
Threshold Financial Technologies 12
Time Business Mchines
29
Town & Country Uniforms
IBC
Travel Alberta
8
W.E. Greer
13, 37
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Spring - Alberta Hotel and Lodging Association

Transcription

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