ISSUE 7 l OCTOBER 2017
in association with Hotel Buyer
LAST OF THE SUMMER TIME
TOP ALCOHOL PICKS FOR THE LONG NIGHTS AHEAD
S FO EE R PA GU HOT GES A FO LCO IDE EL B 18 R HO TO U - 2 YO L T YE 1 UR PI OP RS´ HO CKS TE L
GIRBAU DISCUSSES CONTROL OF ALL THE ELEMENTS IN WHY DO GUESTS LOVE YOUR HOTEL? PAGE 23
NEW WEBSITE LAUNCH
MASSIVE SAVINGS
VISIT
THE WEBSITE TODAY
FOR 5% OFF ALL ORDERS USE CODE
NEWWEBSITE2017
ONLINE SINCE 2004
GET EXPERT IMPARTIAL ADVICE ON ANY PRODUCT
OVER 10,000 PRODUCTS AVAILABLE FOR IMMEDIATE FREE DELIVERY
£
PRICE MATCH PROMISE
WE BEAT OR MATCH ALL OTHER RETAILERS
COMMERCIAL WARRANTIES ON ALL OUR PRODUCTS
Whirlpool PRO25 1000 watt Commercial Microwave
W NO AS W : £1 :£ 9 18 9 9
W NO AS W : £7 :£ 4 70 9 9
Maytag 3LMVWC400YW American Style Top Loader
W NO AS W : £3 :£ 7 35 9 9
Vestfrost SZ464C 17CUFT Commercial Chest Freezer
THE UK’S
TRUSTED CATERING
EQUIPMENT & CHEST FREEZER SPECIALIST
www.alexanders-direct.co.uk T: 01264 333 388 | E: sales@alexanders-direct.co.uk
Alexanders Appliances AD PAGE 11.indd 1 Direct_A4_advert.indd 1
13/12/2016 15/01/2017 18:28 18:51
Editor: Chris Keightley Email: chris.yesknowmedia@gmail.com Mobile: 07715 671908 (Business mobile) Design: Sharon Larder Email: inthedoghousedesign@gmail.com
Housekeeping Management is published by Yes Know Media Ltd HEAD OFFICE: 10 GRAFTON ROAD DOVERCOURT BAY ESSEX CO123BB The Publisher cannot accept any liability for transparancies, disks or any written material submitted for publication. Reproduction of any written material or illustration wholly or in part for any media is expressly forbidden without prior consent of the publisher.
Editor’s
WELCOME W
elcome to the October issue of Housekeeping management. In the next few weeks many hoteliers and teams will be visiting the independent hotel show and the restaurant show to view the many businesses supporting the hotel industry, some of which advertise regularly within this magazine, its a great opportunity to make new business alliances, and exchange views and ideas. We have a number of new contributors this issue which im sure can improve your establishments,
companies im happy to endorse and hope you will make contact with. We are now heading toward the winter period although as I write this we are having a glorious summer like day, offering further bookings if the weather holds out for a few more weeks. I must take the opportunity to thank many Housekeepers that have emailed some great comments about the magazine and continue to use the magazine as a key marketing tool. All the very best Chris Keightley Editor
CONTENTS uuu PAGE 6 Q & A with Murray Roberts from Aslotel PAGE 7 Redemption Soaps: Enhancing brand perception in the hotel and b&b industry (cost effectively)
PAGE 34 - 35 Cleaner Products - No frills No jargon: The most environmentally friendly system for housekeepers
PAGE 14 Mark Ellis of Welcome Systems Ltd: How to prepare your hotel for the GDPR PAGE 16 - 17 Out Of Eden PAGE 18 - 21 Hotel Buyer: Last of the Summertime. Top Alcohol Picks for the Long Nights Ahead PAGE 23 Girbau: Why do guests love your hotel? PAGE 24 - 25 Demista™: Mirrored worldwide
PAGE 18
PAGE 30 - 31 Eversley Training: Food Hygiene Specialists
PAGE 30 Housekeeping management
3
AD PAGE 10.indd 1
15/02/2017 19:32
AD PAGE 17.indd 1
15/01/2017 18:54
A & Q
MURRAY ROBERTS, ASLOTEL, IS A REGULAR COLUMNIST TO HOUSEKEEPING MANAGEMENT MAGAZINE, SO THIS MONTH CHRIS KEIGHTLEY, EDITOR, DECIDED TO FIND OUT A BIT MORE ABOUT HIS BUSINESS AND HOW IT ALL STARTED...
Q: MURRAY, TELL US WHEN YOU STARTED IN THE HOTEL SUPPLIES BUSINESS? A: It was 1978 and I had spent many years working in hospitality at prestigious London properties, which included The Grosvenor House. With the experience gained, I ventured into other aspects of the business and whilst travelling overseas, I spotted a hairdryer, which was safe for bathrooms, so I signed up the UK distribution rights immediately. At that time hoteliers in the UK were not aware of a need for such a product – the standard response was that guests brought their own but then they had to as they were not provided or if there was a hairdryer it was tucked away in the housekeeping office!
Q: SO YOU INTRODUCED THE HAIRDRYER CONCEPT INTO HOTELS IN THE UK. A: Yes – in fact we introduced the concept of a guest hairdryer – like the one pictured - into the hotel market, which now in its present form is still part of our equipment portfolio today. It is a heritage product that we are all very fond of as a company and the fact that many clients still have originals working in their guest bathrooms is testament to its build quality. It was the pre-cursor for bedroom hairdryers, which followed shortly after.
Q: IT MUST HAVE BEEN DIFFICULT TO GET HOTELIERS TO INSTALL HAIRDRYERS INTO GUEST BATHROOMS. A: Yes, it was at first, until we applied for, and subsequently changed the BSI standard to allow this type of hairdryer into a bathroom. This initiative influenced major groups as they could see the way ahead and the immediate benefit to guests by providing this facility (particularly to overseas visitors who brought their own hairdryers fitted with overseas plugs requiring varying voltages). Groups such as Holiday Inn, Mount Charlotte (Thistle) Hotels, and many Best Western hotels began installing our hairdryers and we have never looked back, as now of course, hairdryers are the norm. Q: WITH THAT SUCCESS BEHIND YOU WHAT HAPPENED NEXT? A: We then expanded our range of equipment products. It was during this time, at a hotel show in Paris that I met Georges Marchand who had the license for the Lancôme brand for hotel products. Georges went on to form Paris based GroupeGM to supply amenities worldwide and aslotel became a founder member. The group, which expanded internationally, provides branded and bespoke toiletries for prestigious hoteliers around the world. Q: WHAT WOULD YOU SAY HAS BEEN ONE OF YOUR STAR PRODUCTS IN ALL THAT TIME? A: Well there are many but the hairdryer is still – and always will be – one of our
star performers. We have more than 1000 products now and that includes some highly important brands in equipment– household names such as Sunbeam, Brabantia and Morphy Richards plus industry specifics Indel B, Ascolia, and Safemark Systems Safes - Cosmetic brands that are retail stars and includes the renowned Atelier Cologne, Clarins, Nuxe, Thierry Mugler, and Yves Rocher. Q: WHERE DO YOU SEE THE INDUSTRY IN 10 YEARS TIME? A: I get asked this a lot Chris and if you look back 10 years you will see that much has changed, but there is much that has not! Developments in hotels have expanded in line with the expansion in tourism. This, in turn, has influenced the guest expectation as people travel more. We always keep a watchful eye on developments within the industry but I think that the need for beautiful toiletries and really useful, efficient, and well-designed equipment will still be a requirement in 10 years time. Q: ON A FINAL NOTE WHAT IS IMPORTANT TO YOU AS A COMPANY? A: Our attention to detail, our commitment to our staff, our loyalty to our customers and our continuous innovation – this is what drives us as a company. We never lose sight of the guest, as they are the ultimate end user of our products which are, of course, created for the ultimate guest experience. aslotel.co.uk t
6 Housekeeping management
Atelier Cologne Pomelo Paradis
ENHANCING BRAND PERCEPTION IN THE HOTEL AND B&B INDUSTRY (COST EFFECTIVELY)
I
n the competitive hospitality trade, every decision that you make about your offering has a direct impact on your guest’s experience. Unlike the large corporate businesses which can compete on price and facilities; the smaller business is uniquely able to provide a higher level of attention to detail and a better quality personal experience. One way of increasing customer engagement and boosting customer loyalty is with branded toiletries
BOOSTING CUSTOMER LOYALTY WITH BRANDED ITEMS The purpose of branding is twofold; to help ensure customers will want to return by providing a better experience, and to recommend your business to others. Now we are firmly stuck in the social media age impressive items can be photographed and shared around the world in seconds from one guest’s phone. Typically, branding options include pillow chocolates, tea & coffee, and travel toiletries. You can also brand special items designed for your guests take and enjoy after they have left your property, such as luxury bath robes, slippers or gourmet sweets. Some products can be complementary, while others can be sold in your property’s gift shop generating another income stream for your business.
CLASSIC AND INNOVATIVE BRANDING CHOICES Traditionally, hotels have branded items that customers already expect to find in their suites, such as mints on their pillows or in the bathroom. This is still a solid branding strategy, however, you should ensure the products you choose reflect your hotel’s quality level and image -- remember, your company’s name is on the wrapper. If your hotel is in an area well-known for a certain type of food, consider branding quality, locally made samples of this item. For example, if your hotel is in Harrogate country, look into partnering with a local tea house. Use copy and print services to make labels for the in-room teas, showcasing your partnership. Creative branding choices like this one will help customers remember you when they are booking a break in the future.
COST VS. BENEFIT OF BRANDED PRODUCTS It’s important to choose a hospitality branding strategy that fits with your company’s budget. Small conveniences like branded toiletries don’t have to cost a lot but can go a long way towards enhancing your brand’s perceived value. Virgin Atlantic encouraged their passengers to pinch the little silver salt and pepper pots from first class. Branded
products that your guests take should be embraced – ‘Advertising’ from within a person’s home is thought to be 80% more effective than public advertising. When your customers see your brand at home, they will remember their stay, and they are providing an inferred recommendation to their own friends and family. The point of branding in the hospitality industry is to enhance your customer’s perception of your value. Remember to choose branding strategies that reflect your property’s unique image. Luxury hotels should choose high-end branding options, while small bed-and-breakfasts should pick home-style, quality or region-centric hotel amenities that reflect their charm. At Redemption Soaps we work closely with hotels, guest houses and bed and breakfasts to provide personally designed toiletries that reflect your offering and increase the perceived value of the customers stay. To discuss how we can help you please contact us via our website RedemptionSoaps.com www.redemptionsoaps.com Housekeeping management
7
The 2017 Face of Cleaning You know his smile, you’ll love his simplicity and reliability.
Built on our GelTec TGB3045
Clean and dry floors day in and day out from the world famous face of cleaning. Everything has been designed to perform for the professional user, easy to fill, easy tilt brush deck change
and simple colour coded user controls. Engineered to last with GelTec battery power, heavy duty motors and a
lightweight corrosion free Structofoam chassis.
The Henry HGB scrubber dryer brings Numatic FloorCare
EE DE FR
innovation to the new extended Henry range. No matter the
O M
cleaning task you’ll always have a Henry to hand.
my
h
enBOOK NOW ryd e m o.c o.u k
User friendly controls
Model
Easy pad / brush change
Brush Motor Vac Motor
Power
Working Time upto 2hr
Pad / Brush Width
300W
400W
2x12V (24V 55Ah)
Capacity
Weight
Brush Speed
400 / 450mm
30L
90kg
100rpm
HGB3045
Area
Structofoam chassis, lightweight & corrosion free
Recharge Time 10hr Dimensions (WxLxH)
1215m 2 /hr 470x890x1100mm
To see our full range visit www.numatic.co.uk
Numatic International Limited, Chard, Somerset. TA20 2GB Tel: 01460 68600 © Numatic International Limited 2017. Specification subject to change without prior notice.
AD PAGE 20.indd 1 M&E A4 HGB 3045.indd 1
19/06/2017 05/06/2017 15:30 12:07
AD PAGE 11.indd 1
21/04/2017 00:50
FROM CONCEPT DESIGN TO HOTEL ROOM Soft furnishing specialists for the hospitality industry Concept Contract are a major soft furnishing specialist in the hotel industry. Why not refresh your rooms at trade pricing with quality hotel spec fabrics. Average bedroom cost • One pair of unlined blackout curtains (based on 200cms x 240cms drop) • One single voile with pencil pleat heading • Two co-ordinating 43cms x 43cms cushions and pads • Silent Gliss contract tracks and fittings • One double padded bed throw
£375 + VAT All curtains and voiles will be made to measure from your sizes Full installation service available at additional charge Minimum order three rooms
Contact Charlotte on 0207 232 5068
AD PAGE 30.indd 1
15/01/2017 18:59
AD PAGE 35.indd 1
15/02/2017 19:31
AD PAGE 30.indd 1
20/03/2017 15:30
AD PAGE 15 bizerba.indd 1
07/08/2017 13:42
HOW TO PREPARE YOUR HOTEL FOR THE GDPR BY MARK ELLIS OF WELCOME SYSTEMS LTD
I
n May 2018, the General Data Protection Regulation (GDPR) will come into effect and change the way businesses are expected to process and store personal data. If you store or process customer data at your hotel in any way (and let’s be honest that’s a dead cert), you’ll need to comply or risk fines of up to €20 million. Ouch!
within a hotel booking system, collection of spreadsheets or on your POS. A cybersecurity expert will be able to investigate how you handle data and ascertain what you’ll need to do to comply with the GDPR, but it also pays to speak to the providers of any software that enables you to store customer data to ensure they’re on the ball.
Here’s what you can do to start readying your hotel for the GDPR’s arrival:
5. REVIEW YOUR PRIVACY POLICY Your privacy policy might be fine, but it’s sensible to run it by an expert to ensure there aren’t any loopholes or missing information that will prove problematic come May next year.
1. STAY INFORMED Take time to read as much as you can about the GDPR. Scour the internet for expert opinion on the key elements and familiarise yourself with the way hackers operate (the GDPR focuses heavily on data loss and breaches). 2. WORK WITH AN EXPERT Speak to your friends within the industry or any tech bods who might be able to give you recommendations for a knowledgeable cybersecurity firm or consultant. Implementing the changes required to become GDPR compliant will be made far easier if you have a helping hand. 3. MAKE IT EVERYONE’S JOB It’s likely you’ll need to change certain hotel policies in order to comply, therefore it’s vital that you treat this as a team effort and ensure everyone is constantly informed about progress and any new learnings. 4. LOOK AT HOW YOU CURRENTLY HANDLE DATA You will almost certainly be handling customer data of some kind already, be it
14 Housekeeping management
6. GET READY FOR ASSESSMENTS Providing you do your homework and invest in the services of an expert, you’ll have nothing to fear, but if you claim innocence through ignorance or protest that you’ve been too busy to make the necessary changes, don’t expect much sympathy. I don’t want to scare you into GDPR submission - quite the opposite. But, with time currently on your side, this is the best way to begin preparing your hotel for one of the most important changes to legislation in the digital age. www.welcome-systems.uk
TO ADVERTISE IN HOUSEKEEPING MANAGEMENT MAGAZINE
Call 07715 671 908 or email chris.yesknowmedia@gmail.com
housekeeping just got easier Est. 1978
• the UK and Ireland’s no 1 hospitality specialist • bespoke bedroom and bathroom equipment • widest choice of luxury toiletries • dedicated account manager
aslotel.co.uk e: asl@aslotel.co.uk t: 01372 362533
the new motorised la malle housekeeping trolley makes light work of housekeeping, fitted with all the standard la malle equipment.
Housekeeping management
AD PAGE 15.indd 1
15
28/09/2017 12:11
OUT OF EDEN T
he dramatic landscape of the Lake District, with its rolling green fields, imposing fell-sides and me-andering dry stone walls might not be at the forefront of your imagination when you think of the home of a national supply and distribution company. Yet, a far cry away from the stereotypical bleak, remote industrial estates, Out of Eden sits proudly on the edge of the Lakes staunchly supplying hoteliers and small accommodation providers up and down the country with the essentials they need to run their business, just as it has done so for the last 24 years. Faceless is something Out of Eden will never be, the Cumbrian company prides itself on being a friendly voice at the end of the phone and puts personable and real customer service at the forefront of everything it does - over 90% of its customers say they would recommend Out of Eden to a friend. Mike Gannon, Managing Director of Out of Eden, explains: “We will never be one of those imperson-al companies, where
16 Housekeeping management
you have to press buttons just to speak to someone… Should you ever have a problem or just want to have a friendly chat with us for some advice, there is a team here in Cumbria just a phone call away.” A housekeeper’s ideal supplier, Out of Eden, understands perfectly the needs of housekeeping teams and prides itself on offering a prompt, precise ordering service which delivers the right goods, on time, the first time and every time. Orders are checked thoroughly and dispatched quickly because the team at
Out of Eden know that there’s no margin for error when it comes to what your team needs for the day ahead. Founded in 1993, as Cumbria Hotel Furnishers, husband and wife team Ian and Janet Hartley ran the fledgling business between the back of a van and a farmhouse on the edge of the Lake District. Ian and Janet have held the helm of the company, navigating it from a small scale local hotel furnish-ing business into the national hospitality supply company it is today. Out of Eden is now one of the biggest names in UK hospitality trade wholesale and supplies the thriving hospitality sector including everyone from B&B owners and self catering providers to some of the biggest players in the hotel industry: offices, bars, universities, restaurants and even cruise liners. The company holds firm to its family run values and although the Hartley’s are no longer at the helm, the entire team at Out of Eden still stick to the company’s founding values of ethical, social and
environmental responsibility. Whether it be abseiling down church spires to raise money for local schools, or shipping boxes of soap to Ghana to help the residents of Ancoma, Out of Eden takes its charitable responsibilities seriously. This commitment hasn’t gone unnoticed with the South Cumbrian firm regularly picking up accolades and certificates from the likes of CBEN, World Vision, Investors in People and a recent shortlisting for an InCumbria Business Award. It is clear from the way that Out of Eden operates that customer service is the lynchpin of everything it does. It is by no means coincidence that years of true dedication to this cause and championing the customer, has resulted in its position as one of Britain’s favourite suppliers to the nation’s throng of B&B, guesthouse and hotel owners. The nationwide suppliers are in attendance on Stand 81 of the industry leading Independent Hotel Show at the Olympia Hotel in London, on the 17th and 18th of October. Out of Eden will be showcasing some of their extensive range of products as well as offering expert help and advice to the nation’s hoteliers and small accommodation providers. www.outofeden.co.uk
Housekeeping management
17
LAST OF THE SUMMERTIME TOP ALCOHOL PICKS FOR THE LONG NIGHTS AHEAD
18 Housekeeping management
H
ow can you make your alcohol selection stand out from the crowd? Diners have several go-to favourites when ordering drink with their meals. A selection of wines; the popular beers; and of course, the main spirits, for those after something a little stronger. What else is out there, apart from all the big names? Hotel Buyer enjoys a front-row view of what alcohol is a hit in hotel bars, and we are passing this information onto you. For starters, jump on the latest trend. Have you included a rhubarb selection to your repertoire lately? If not, perhaps you should – we have noticed a sharp lift in sales this year for rhubarb-flavoured spirits. Our top brand choices from this sweet-tasting movement include Foxdenton Rhubarb Gin, as well as Monin Le Fruit, available in 1 litre bottles for cocktails and mixers (more on which later). The rhubarb trend demonstrates the public exploring flavour in their search for the perfect alcoholic beverage – something delicious to complement their meal - but with a kick for good measure. With rhubarb drinks riding high at eateries as well as beer festivals, now is the time to consider your rhubarb offering. Such a universallyloved flavour reaches well beyond the everyday audience. The aforementioned Foxdenton is where two trends meet, alongside the most popular spirit of the moment, without question: gin. With its ever-expanding array of flavours, decorative bottles and diverse range of colours, more people than ever are trying gin for the first time often with a meal. Cocktail flavourings can be as diverse as you are prepared to handle. You will likely already be familiar with the Monin brand; be sure to explore varieties you may never have come across before. Besides the usual favourites (strawberry, vanilla, lime et al,) why not offer flavours such as Bubblegum, Chai Tea, Dark Chocolate, Butterscotch, Blood Orange and Brownie? For admirers of the Funkin brand, a diverse rainbow of flavours awaits. Beyond the more usual fruit, you can find shades inbetween such as Grenadine, William Pear, Pink Guava, Sugar Cane, Lychee, Beetroot Shrub and even Smoke! With tastes like these at your disposal, your cocktail menu will soar to exciting new heights. Selection of wine is as much down to personal taste as trusted recommendations. No other beverage inspires such debate; such devotion; such research. It is so diverse a topic, we could easily devote an entire article to our customers’ favoured labels. Instead, here is a whistlestop tour of the bottles that have
had hotel restaurant managers reordering by popular demand (please note, the exact vintage listed may change from those at time of writing): RED: Without doubt, our most popular red wine is Italy’s San Marzano - 62 Anniversario Primitivo Manduria Riserva 2014. Feedback suggests its popularity is down to its warm, accessible taste, with rich, flavoursome hints of coffee, vanilla and cocoa following closely behind. Top of the list for luxury is France’s Chateau Dauzac - Cru Classe Margaux 2008, a warm and aromatic Bordeaux whose fruity flow interweaves with its velvety texture to
produce a striking and lasting impression. Best for the budget is the New Zealand’s Mount Langi Ghiran - Billi Billi Shiraz 2013, whose better-with-age complexity and agreeable price tag makes the kind of economical sense worth raising a glass to. WHITE: Head and shoulders above other brands of white wine is Far Niente - Estate Bottled Chardonnay 2013. This Californian dream is celebrated for its gentle lime and melon blend, along with subtler surprises such as honeysuckle and toasted oak. A close second is Tinpot Hut - Marlborough Sauvignon Blanc 2016. A native of New Zealand, the wine’s pleasant acidity and Housekeeping management
19
g
protracted finish are known to score extra points with a fanclub of regular visitors. As for the more-for-your-money angle, there is always sizeable demand for Keo - St Panteleimon, a Cypriot wine whose floral sweetness captures the essence of what makes white wine so popular. ROSÉ: The reigning champion of the centreground among our customers is Chateau d’Esclans - Les Clans Rosé 2012, whose audience is won over by the unique taste that sets it apart from its contemporaries. This is concocted by summoning a range of grape varieties from the growing region, as well as its deep, crisp strawberry edging. Perhaps notable is its pale pink hue - a recognised characteristic the Esclans area. A gracious runner-up is Pares Balta - Radix 2014, a Catalan creation that delivers a fruity burst of cherries, plums, strawberries and blackberries. Rooted in history (the Pares Balta winery’s origins stretch back to 1790,) this Spanish wine manages to stay firmly in the present with a winsome flavour that rides the ongoing wave for rosé as-mealtime-companion. For the budget-conscious, we have noticed a surge of requests for Faustino VII - Rosado 2016, another Spanish wine whose friendly fruit flavouring, neat balance of acidity and alcohol, along with its striking mid-red appearance make this brand of rosé a true crowd-pleaser. In the world of gin, interesting flavours lead the way. Spicier suggestions include the rich tones of France’s Gabriel Boudier Saffron Gin, as well as Edgerton Blue Spice Gin - a veritable kaleidoscope of tastes with no less than 17 botanical extracts thrown in! Meanwhile, if you don’t currently have the revered Aviation Gin on your menu, there will be serious questions from some of your diners!
For whiskey, one name stands out in particular: Bernheim - Original Straight Wheat Whiskey. Prized for its unmistakable American grain taste, the brand has won its fans due to its smooth taste, potency and warmth. Perhaps US businessmen keep asking for it by name; or perhaps the fine taste itself is making waves, but one thing’s for sure: Bernheim is one name you will be hearing a lot in the near future. In terms of warm and comforting familiarity, it is impossible to mention Jack Daniels, whose name never ceases to be popular, yet also offers lesser-travelled journeys such as Honey and Tennessee Fire. For the Scotch fans, we recommend the ever-popular Ballantines Finest. It is noted for its rich widescreen taste (offering eclectic glimpses of vanilla and chocolate, as well as apple,) as well as its detailed afterglow. For the economical consideration, MacArthur’s - Select Scotch Whisky is an evergreen option that provides more glasses for your customers’ money; its unmistakable fragrant barley flavour makes it perhaps the more popular – and certainly most-loved – brands of whiskey that we sell. Connoisseurs of good vodka always enjoy new discoveries. Judging by the trends we have seen, Poluga’s quirky range (with flavours such as
‘Garlic and Pepper’, as well as traditional offerings such as ‘Classic Rye’) appears to have stirred up great interest of late. For further tasty treats demonstrating growing popularity among our customers, the Skyy range, with its striking blue bottles and magnificent fruity bursts, is certainly worth a shot. Best for budgets: JJ Whitley Potato Vodka and Koshenkorva Vodka offer excellent value for the hotel restaurant. Special mention must be made of the big vodka trend of recent times: spiced spirits. In fact, for a while our biggest-selling beverages were Naga - Chilli Vodka 250,000 Scovilles (flame-inducing; you have been warned!), Jamaica’s stunning Captain Morgan - Original Spiced Gold and, in first place by a country mile, Admiral Vernons Old J Tiki Fire Spiced Rum, which captured hearts and minds across the nation with its intense yet brilliant tang. With their passing-through customer base, hotel bars have a noble opportunity to promote some lesser-known brands that deserve greater recognition alongside the big names. Why not lend a boost to your favourites? This the approach taken by a particular hotel
known to us, with the recommendation of Modelo Especial, a friendly and welcoming Mexican pilsner-lager that was loved and promoted by the head barman. The customers agreed, and the brand enjoys a permanent place in their repertoire. For economics, we notice plenty of enthusiasm for Sol, Tsingtao or Asahi Super Dry, whose great-value packs of 24 300ml bottles are perfect for those cost-effective bulk orders. Cider continues to enjoy its renaissance, and boats some incredibly popular names. For those after something a little off the beaten track, our customers’ bestkept cider secrets will delight. Westons is a proud English cider who plough the scrumpy furrow in delicious fashion, as well as offering an organic cider that enjoys equal popularity. Or perhaps try Sweden’s flavoursome and criminallyunderrated Herrljunga brand, which puts a winsome Scandinavian twist on familiar flavour patterns. Finally, Ireland’s Orpens Craft Cider, made from fresh juice every time, has attracted steady patronage from those in the know. Aside from beverages themselves, there had been a general trend towards ice that differs from the standard cube. Machines capable of dispensing ‘cubelets’ (that’s small pieces of compressed ice,) find favour because they deliver the chill factor, while occupying less room in the glass - reducing its dilution effect on the drink. Another immensely popular alternative ice shape of late are ice crescents. Created by special machines (such as those by Hoshizaki), ice crescents are fun and unexpected, making regular cubes look outdated and unimaginative by comparison! While the bar managers make the choices of which alcohol to bring in, it is the requests, the tip-offs and the cumulative advice of knowledgeable guests that shape the selection of drinks on the menu. We hope this collection of accumulated wisdom will result in your customers making some exciting new discoveries. Hotel Buyer runs DrinkStore @ HB, its popular beverage division. In addition to drink, the business caters for a hotel’s every procurement need, from restaurant, bar and catering equipment, right through to bedroom and bathroom essentials. For more information, please visit: www.hotel-buyer-store.co.uk Housekeeping management
21
RMS Hotel
Take control of every aspect of the booking process
RMS Hotel
Mobile • Cost Effective • Integrated • Easy to use A World of Opportunity..... RMS Hotel is a fully integrated, cloud based, PCI compliant property management system for full service accommodation businesses.
Enhance your guest’s experience..... • Pre, post & in-stay messaging • Triggered Correspondence • Company, guest & owner portals
Property Management
Channel Management
A feast of innovation.....
• Centralised Reservation System • Dynamic Pricing • Fully Customisable Dashboard so you know what’s happening wherever you are
Control your distribution requirements..... Book Now Button
Point of Sale
Contact an RMS Hotel Specialist today! P: 01634 778443 W: rmscloud.co.uk E: jsw@rmscloud.co.uk AD PAGE 23.indd 1
• Direct connections to the leading OTA’s (Booking.com, Expedia, Agoda, & many more) • Seamless and direct connection to the GDS • Connection to leading Channel Managers
Integrated to leading yield management systems.....
• Rate Gain • IdeaS • BookingSuite
24/7 global support
4,500 properties • 25 countries • 30+ years experience 15/02/2017 18:51
WHY DO GUESTS LOVE YOUR HOTEL?
E
nsuring your hotel laundry is always fresh, clean and soft means you take control of a vital part of how guests perceive the whole experience of their stay. An onpremise hotel laundry can not only offer considerable savings in running costs, it also enables you to personalise and control the quality offered to your guests. Over time many hoteliers experience a drop off in the quality of an outsourced laundry contract as fabrics begin to wear, grey and no longer smell and feel fresh. One first step that is easy to take is to install a dedicated towel laundry in your hotel. A typical outsourced laundry cost for a bath sheet is around 36p, a hand towel 17p and a bath mat around 21p. For an on-premise laundry it should be possible to make considerable savings with a bath sheet at around 25p, a hand towel 9p and a bath mat 10p. The exact costs will depend on the scale of your operation, but in our experience a hotel can easily expect to achieve an overall 25 to 45 per cent saving on its laundry costs, sometimes even more. These calculations take into account the capital cost of laundry equipment, utility costs such as water, electricity and gas, and additional labour to operate the laundry. Return on investment for the capital cost of the new laundry equipment is typically achieved within as little as twelve to eighteen months. Every hotel is different, and so is every laundry. The wide range of Girbau equipment allows each laundry to be customised to meet your hotel’s needs and grow together with the establishment. Thanks to the wide range of Girbau machinery, having a laundry in the hotel is within the reach of any establishment. It’s easy, intuitive operation makes it possible to learn to run an
in-house laundry as just another business unit, with control over profitability and offering high-quality linen. Girbau’s Smart Load technology on its HS 6 Series INTELI machines offers on-premise laundries even greater savings in energy, water and detergent use. Smart Load automatically adjusts water consumption and chemical dosing in accordance with load weight, fabric and chosen wash program to save energy, water and detergent without users needing to do anything. Believed to be the most energy efficient conventional tumble dryers available, Girbau ED Series Eco Dryers help cut energy bills. Their highly reliable and accurate built-in humidity control system automatically senses when clothes are dry and activates the cool down process maximising energy efficiency and assuring the best textile care. The unique Care Touch drum also prolongs fabric life. Girbau works with leading hoteliers globally and in the
UK including: Hilton Worldwide, QHotels Group, Landmark London Hotel, Nirvana Spa, St Martins Lane Hotel, Britannia Norbreck Hotel, Savoy Hotel, Ritz Hotel, Berkeley Hotel and many more. It has more than 55 years’ experience in helping customers to design, set up and operate hotel laundries. Meet the team at The Independent Hotel Show. Girbau UK will be on stand SPA 4 at the Independent Hotel Show at Olympia London on 17-18 October and is offering visitors a free Hotel Laundry Audit to quickly identify savings achievable with an on-premise laundry. Laundry consultants on the stand include UK Housekeepers Association members Stephen Hodgkins and Debbie Jones. They can take data on your current wash weights and loads per day and provide a detailed financial breakdown comparing outsourced costs with savings achievable in-house. FOR MORE INFORMATION VISIT: http://www. girbau.co.uk/hotels-leisure/c/19 TEL: 01462 427780 EMAIL: sales@girbau.co.uk Housekeeping management
23
MIRRORED WORLDWIDE
W
hat links prestige hotels such as the Park Plaza at Westminster Bridge, the Renaissance Harbour View Hotel in Hong Kong, the Burj al Arab in Dubai, the majestic St Pancras Hotel, the Lanesborough and luxury boutique hotels Blakes and The Kensington in London? They all have incorporated demista™ heated mirror pads in their bathrooms. This additional luxury of having steam free mirrors in the stylish new bathrooms, allows guests to shave, do hair and makeup, with an unspoilt, clear view, at all times. Steamed up mirrors are not just a Northern Hemisphere problem! An order for 87 demista™ heated mirror pads was placed by Clearlight Designs in Australia, a company who specialises in frosted glass and lighted mirrors for bathrooms. The mirrors were custom made for the Horizon Club rooms in the Shangrila Hotel, Sydney. Whether your style is to bomb down the black runs, or tentatively glide down the novice slopes, before downing your après ski hot toddy, you need that hot bath or shower. The Hotel Cheval Blanc at Courcheval have installed demista™ heated mirror pads in their bathrooms to ensure the guests have a clear view in the bathroom mirror. The demista™ pads are available in choice of sizes, and can be used in multiples for very large mirrors. The company also offers bespoke sizes. The pads have been selected for high class hotels and
home developments around the world as well as being specified for bathroom and shower pods for hotels and apartments. The company established 26 years ago has established itself as the leading manufacturer of heated mirror pads made to meet all international standards for safety and reliability. The concept of underfloor heating is not a new invention, after all the Romans introduced their version of this to cold Britain nearly two thousand years ago. The range of underfloor heating products, Cosyfloor™, Ecofloor and Ecomat are designed for specific areas of the home. Both Cosyfloor™ and Ecofloor can be used in every room in the house, including areas where the floor may get wet, bathrooms, shower rooms, kitchens and conservatories. Ecomat can be used in hallways, bedrooms
and living areas. Underfloor heating means no unsightly radiators, adding valuable space to smaller rooms, no hot surfaces for toddlers to touch especially in the nursery or playroom. The added space, especially wall space, enhances the aesthetic appearance of your reception and living areas. Whether under timber floors, tiles, slate, marble, vinyl or carpet, underfloor heating is safe, reliable, and offers gentle, comfort heating levels whenever and wherever it is needed. Temperature can be easily controlled via room thermostats to produce the most cost effective and efficient heating. The system is easy to install and maintenance free. TEL: 01932 866600 EMAIL: rd@demista. co.uk or VISIT: www.demista.co.uk
Housekeeping management
25
HOTEL COMPLIMENTARY PRODUCTS LTD - partners with EMBERTON, a British owned company, with a history spanning over 25 years, dating back to the English village of Emberton. With an experienced international design and development team spending thousands of hours as guests, Emberton innovate and develop guest room products for the global hotel industry.
VISIT US ON STAND: 3 AT THE INDEPENDENT HOTEL SHOW 2017
HOTEL COMPLIMENTARY PRODUCTS LTD Mountfield House, Mountfield Industrial Estate, Mountfield Road, New Romney, Kent, TN28 8LH
2
Tel: 01797 362895 / 364601 Email: sales@hcp-ltd.com Web: www.hcp-ltd.com / www.embertonhospitality.com Housekeeping management
Hotel Complimentary Products_Ad OCT.indd 2
28/09/2017 12:09
AD PAGE 7.indd 1
15/02/2017 19:34
INROOM Series Model 2088
Model 2281
3 year warranty Bespoke options Time saving Foot traffic economy Health & Safety benefits Model 2277
Largest range of housekeeping carts and accessories
Glendower Road, Leominster, HR6 0RL www.forbesgroup.eu
AD PAGE 10.indd 1
22/06/2017 12:18
LOCK IN CUSTOMER SATISFACTION
TillSecure Systems are specialists in Hospitality & Hotel Locking Systems. In addition to the latest systems for Commercial
and Hotel Guest Room Locks, we also provide service and support for existing systems.
We have over 30 years experience in Support and Installation of Systems throughout Mainland UK, Ireland and the Channel Islands and always provide the highest level of service and support to our clients. From a new install to a system upgrade to the latest RFiD systems TillSecure can help. Cost effective locking solutions installed with minimal disruption and industry leading support for you and your staff.
Why struggle along with mechanical keys when there is a better solution available? l l l l
User friendly software interface Full audit trail available direct from the lock Simple card cancellation for lost cards Cards are reusable many hundreds of times
We can also supply in-room energy savers, door indicators, mini bars, room safes, and gym or sauna locks.
www.tss-locks.co.uk T: 0844 99 33 253 E: info@tillsecure.co.uk TILL SECURE_full page advert_June_July.indd 1
22/06/2017 19:44
FOOD HYGIENE SPECIALISTS
E
versley Training is an online accredited Food Hygiene and Food Allergy company. Eversley Training website is run by Kevin James M.R.S.P.H. Kevin is a Member of the Royal Society of Public Health. He was previously a member of the Chartered Institute of Environmental Health for over thirty years. He has extensive experience working within the food industry both as an enforcement officer and approved food safety trainer. The courses provided are also fully Accredited by The Open and Distance Learning Quality Council. ODLQC is the UK guardian of quality in open and distance learning. Originally set up by the Government in 1968. We can translate or courses into 50 different languages by simply clicking a flag. We think it’s much easier for clients to study in their mother tongue and certainly helps a better understanding of the information presented in the course notes
30 Housekeeping management
FOOD HYGIENE COURSES The introductory food hygiene course level 2 and covers the basic requirements for food handlers. The intermediate food hygiene course level 3, for more experienced staff and supervisors. Both food hygiene courses have been designed to make learning easy and enjoyable. l Each food hygiene course takes an average of one and a half hours to complete, but there is no time limit. The multiple-choice tests at the end of the courses measure the students understanding of the food hygiene information, rather than their academic ability. l Successful candidates are awarded a food hygiene certificate which may be used as a training record for food safety enforcement agencies. l
THE FOOD ALLERGY COURSE l This course is designed design for all food handlers.to make them aware of
their responsibilities when preparing and serving foods to customers are allergic to certain foods. The course prepares staff to ask the right questions when someone says they’re allergic to certain foods or when questions are asked by customers re the ingredients used in food on the menu.
FOOD HYGIENE LEVEL 2 Formally known as the Basic Food Hygiene Certificate, provides comprehensive training for anyone working in the hospitality and catering industries. This includes but is not limited to the staff of, hotels, restaurants, bars, fast food outlets, food vans, takeaways, cafes, hospitals, schools, and colleges. The Food Hygiene Certificate Level 2, suitable for new or untrained staff and as a refresher course. For more experienced staff and supervisors please see Food Hygiene Certificate Level 3. The course is accredited by Open & Distance Learning Quality Council and EHO l
Approved. Possessing a food safety and hygiene certificate clearly demonstrates to visiting environmental health officers (EHO), that the establishment proprietor is fully aware of their obligation and responsibility with regards to safe food handling legislation, whilst serving members of the public.
FOOD HYGIENE LEVEL 3 l The Food Hygiene Level 3 Certificate is suitable for owners, managers and supervisors. This is the most respected online food hygiene course an establishment can take. Topics covered include, Food Poisoning & Food Borne Infection, Food Hygiene Law, Design of Food Premises and Hazard Analysis Critical Control Point (HACCP). Food hygiene regulations recommend at least one person is trained to food safety & hygiene level 3. Particularly supervisors and trainers of other staff.
WHY IS FOOD SAFETY TRAINING IMPORTANT? It is very important that people understand how their behaviour and activities contribute to the safety of food and how they can minimise the risk of food-borne illness. From processes on the farms and factories to practices in the kitchen or food preparation areas, human activities play an important role in food safety. EU Regulation No 852/2004 on the hygiene of foodstuffs, places a legal requirement on the food business operators are to ensure: l That food handlers are supervised and instructed and/or trained in food hygiene matters commensurate with their work activity l That those responsible for the development and maintenance of the procedure referred to in Article 5(1) of this Regulation or for the operation of relevant guides have received adequate training in the application of the HACCP principles; l Compliance with any requirements of national law concerning training programmes for persons working in certain food sectors.
hygiene courses are web based and delivered online, these problems are easily overcome. l Training can be achieved during staff’s first few days of employment or as part of an ongoing food safety training programme for more experienced food handlers. Staff can undergo this training at work or at home in their own time.
We believe the cost of our online food hygiene training and service is probably the best you will find anywhere! Kevin James Qualified Environmental Health Practitioner, who started the business has thirty years’ experience in the food industry. Firstly, in Quality Control with a WHO ARE WE major supermarket and subsequently as a Eversley Training is a business Chief Environmental Health Officer set up to assist the food with a local authority. He trade in complying with specialised in food safety & the supervision and training and recognises food safety training how difficult it is for requirements set out food businesses to find suitable training in the Food Acts. l Most businesses need 15% DISCOUNT ON COURSES courses for staff, which are also cost to train staff quickly ORDERED ONLINE. effective and can and cannot wait or USE DISCOUNT CODE: be accessed at a afford Local Authority KNOWMEDIA time convenient to the run courses even if they business and trainee. are available. As our food
READER OFFER!
OUR BUSINESS AIMS l Provide a first-class service to every client l Help reduce the number of outbreaks of food poisoning. l Train staff at a time convenient to both employers and employees. l To provide cost effective training to a trade, which typically has a high turnover of staff. l Make training fun and enjoyable by using technology. WHY USE ONLINE TRAINING l Staff can be trained in food safety during their first few days of employment. l No need to send staff away from their work place to train. They can take our food hygiene courses at work or at home provided they have a computer and internet access. l Students learn food safety at their own pace. l Students can refer back to any section of the food safety course training notes and revise for the test. l The food hygiene courses can be used as refresher courses for existing staff. FOR MORE INFORMATION ABOUT THE COURSES VISIT: www.eversley-training.co.uk EMAIL: info@eversley-training.co.uk Housekeeping management
31
SEBO DART Target dirt with a DART If you’re looking for a vacuum cleaner that’s fast, powerful & easy to manoeuvre, the SEBO DART hits the target every time! Easy to manoeuvre Low maintenance High filtration Quiet Powerful Easy to use
Professional Vacuum Cleaners • Made in Germany AD PAGE 21.indd 1
15/08/2017 12:57
ADVERTORIAL
HOOPER SERVICES LTD We would like to take this opportunity to introduce you to Hooper Services Ltd. We are specialists in Industrial Cleaning Equipment & PAT testing, but this is not all that we are limited to.
Hooper Services has been operating since 1990 in Portsmouth and the surrounding areas. The company was set up by Managing Director Ian Hooper, whose main aim is to save customers money without compromising service and quality. Mr Hooper still takes a personal overview on all services that we provide. Hooper Services an independent supplier of a vast range of items and services, including but not limited to:
n Repair/Service, Spare Parts, Supply of New, and Hire of Cleaning Machinery and Cleaning Equipment n Chemical/Janitorial Supplies n Portable Appliance Testing – One off, Monthly, Quarterly, Annually - depending on your requirements n PAT Meters n FREE Site Surveys – Depending on location WE ALSO HAVE ANOTHER DIVISION THAT CAN SUPPLY A WIDE RANGE OF WHITE GOODS
At Hooper Services, we have access to a vast range of manufacturers and we have a service team with immense knowledge of different machines. At Hooper Services we undertake all work in-house and ensure best value to our customers. We provide support to organisations such as schools, local authorities, care homes, hotels, hospitals and factories.
HOOPER SERVICES LTD Unit A3, Mountbatten Business Park, Jackson Close, Portsmouth, Hampshire PO6 1US Tel: 02392 630276 Email: sales@hooperservices.co.uk Web: www.hooperservices.co.uk
OUR MOTTO IS:
´We will never knowingly be beaten on price’
CLEANER
PRODUCTS NO FRILLS NO JARGON THE MOST ENVIRONMENTALLY FRIENDLY SYSTEM FOR HOUSEKEEPERS
34 Housekeeping management
C
leaner Products were the first UK chemical manufacturer to offer a ZERO waste system to housekeeping departments. Since the launch of the system many hotels have adopted the unique system that has proven to reduce usage and costs, as well as being a friendlier solution for the users. In line with our environmental accreditation ISO14001 Cleaner Products continue to raise the bar in helping housekeeping departments become more sustainable, our No Frills – No Jargon approach to business has become a trademark of our company and many clients have commended us on the unique service we provide. Being more sustainable in your business not only makes environmental sense; it is also a sure way of reducing your operational costs. Cleaner Products understands how to reduce chemical usage and are happy share that knowledge.
SO WHAT SYSTEMS HAVE YOU GOT TO CHOOSE FROM? There are three main systems available in the marketplace today. 1. One shot system – this is where the user dispenses a concentrated product into a trigger spray or flip top container, they then use the hotels water to top up the product. This system is open to abuse as the user can override the timing device to dispense more concentrate, the dispensers are inadequate and easily broken and when this happen the users have no alternative than to cut the top of the pouch to obtain the concentrate, this system can end up costing a fortune. Also the system is reliant on using the water from the hotel which is not always suitable for this purpose. The quality of a cleaning product is largely determined by the water quality that is used to make the product, if the water is not de-ironised and softened then the product will be sub-standard. 2. Venturi dosing – this system was perhaps the favourite way of dispensing product for many years but has many disadvantages, a venturi system use a propeller that is driven by water pressure to cause a vacuum that blends a concentrated chemical with water into a trigger of flip-top. The required water pressure to operate this system accurately is a minimum of 3. The system is not adequate as the water pressure in hotels varies tremendously due to the water being used to run OPL’s and kitchen operations let alone the guests running baths or showers and toilets constantly flushing. The end result is varying degrees of concentration and cost, and again the
water being used is usually not of the quality required to make a good qualitycleaning product. 3. Boxed Products – This is where the product is supplied in 750ml or 1Ltr containers that are ‘ready to use’ and this is by far the worst offending culprit of any of the systems of supply. The waste element of this system is colossal, very unethical and the cost of the product is very expensive. Yes, it is handy just to pick up a new container but once that product has been used the container then requires a recycling process, along with the cardboard box it was packed in. It is a fact that over 80% of the cost of a single trigger bottle is in the container, the trigger head and the label. So there you have it, the three systems of supply that are available today, until now! Cleaner Products have introduced a new concept in cleaning product supply, it is called the ‘Zero Waste’ system and it really is a unique concept in the hospitality sector today. There is absolutely no waste, the product quality is excellent and what’s more it is more cost effective than any other form of supply.
good quality products get the job done quicker and more effectively. 2. There is no mixing on premise–This limits the Health & Safety aspects related to the COSHH regulations. 3. It is far more economical – It reduces your department’s spend on chemical. 4. Zero Waste.
HAS THIS PRODUCT SUPPLY CONCEPT BEEN TRIED AND TESTED? Very much so, we originally launched this concept into the hotel market in January 2005, during this time we supplied 160 hotels in the UK with 30 tons of product per month. During this period we built up a running pool stock of over 4000 containers, supplying 2000 maids with quality ready to use product on a weekly basis.
SO WHERE DO YOU GO FROM HERE?
We supply quality finished product in 12.5 Litre containers that are fitted with dispensing taps, the maids simply refill their triggers or flip tops with the ‘ready to use’ product and go to work. We call on the hotels on a weekly basis and pick up the empties and supply new product, the containers are taken back to a local depot, cleaned and sanitised and refilled ready to deliver again, it’s a bit like the old milkman system whereby the containers are in a pool system and the bottles were reused.
Possibly the best way for you to see if what we are saying is the truth is to try it. We will offer the chance to “try it for free”, we will supply you with a container of each of our housekeeping product range, we will run through the COSHH and best practice of our products in use and in this way you can sample the quality of our products without any financial risk. You will be able to see the superb quality of our products and witness this unique concept. We are still a growing family run business and cannot cover all parts of the UK, but a quick call is all it would take to see if we can supply your location. Cleaner Products are a family run business and we manufacture our own range of high quality cleaning and hygiene products, we also supply all of the ancillary items your housekeeping department would require.
There are four main features that give benefits to hotels 1. The product quality is consistent –
CALL US FOR A FREE TRIAL FOR YOUR HOTEL, TEL: 01689 861984 OR VISIT: www.cleanerproducts.co.uk
SO HOW DOES IT WORK?
Housekeeping management
35
AD PAGE 36.indd 1
23/06/2017 11:06