Insight Hotelier Magazine Edition 03 by INSIGHT PUBLICATIONS

HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE

Unlocking Africa’s retail opportunities BE PART OF THE DISCUSSION

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Hospitality Furniture

Automation Bakery innovation & Insights + Loyalty program evolution in retail Restaurant Leasing transforms retail sector

Trends

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- Case study outlook

ANAGING DIRECTOR RETAIL ESTATE | MR PRICE Ramanathan Hariharan CEO | MAX, LANDMARK GROUP

S SOUTH AFRICA Christine Service COUNTRY MANAGER | DISNEY

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EDITION 03 | APR - JUN, 2015

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ELECTRONIC SCALES & WEIGHING SYSTEMS FOR HOSPITALITY & RETAIL INDUSTRY, AGRICULTURE, MEDICINE AND COMMERCE. “Accuracy, quality & service” Weighing solutions at: Engineering Development Ltd. INSIGHT HOTELIER | APRIL - JUNE, 2015 Tel: +254 703 55 77 64, 0733 55 77 64. Email: engdev@africaonline.co.ke

INSIGHT HOTELIER | APRIL - JUNE, 2015

ALL WEATHER FURNITURE FOR HOME, HOTEL, RESTAURANT AND BAR

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INSIGHT HOTELIER | APRIL - JUNE, 2015

CONTENT

INSIDE... Pg 6

Hospitality Furniture that make your guests come back

Pg 8

Weighing Scales a necessity for the hospitality industry

Pg 10

Turning a good restaurant into great business

Pg 12

Technology trends in the Hospitality Industry

Pg 16

Vendors taking hospitality to new heights

Pg 19

Simplify operations with an integrated business management system (ERP)

Pg 6

Pg 8

Pg 12

Pg 10

Advertising & Publisher Insight Publications

Published by: Insight Publication Libra House, Mombasa Road P.O. Box 36106 Nairobi 00200 T. +254 (0) 735 / 725 - 350 690 e. hotelier@insightpublication.org www.insightpublication.org

INSIGHT HOTELIER | APRIL - JUNE, 2015

Editorial team Ritah Mutuku - Chief editor Maureen Musila

Contributors Tim Wilcox Kelly Karanja Paul Okinyo

Design & Layout Smartex Creative Graffix Tel: 0721 496 922

ÂŠ2015 Insight Hotelier. All material is strictly copyright andall rights were reserved. Reproduction in whole or in part without the written permission of Insight Hotelier is strictly forbidden. The greatest care has been taken to ensure the accuracy of information in this magazine at the time of going to press, but we accept no responsibility for omissions or errors.The views expressed in the magazine are not necessarily those of Insight Hotelier or Insight Publications.

Publisherâ&#x20AC;&#x2122;s Note Dear Reader, Welcome to our third edition of Insight Hotelier magazine, a quarterly publication whose aim is to report on various industry innovation, business techniques, trends and developments. The magazine cuts across the various sectors of the hospitality industry but not limited to hotels, lodges and resorts, restaurants and coffee shops whose stakeholders can take advantage of this media to showcase relevant solutions (products and services) which can be used to improve on businesses or simply share ideas within a competitive market. This edition focuses on hospitality furniture, fittings and automation as well as a supplierâ&#x20AC;&#x2122;s guide which provides a platform where products and services have been showcased by different stakeholders. The magazine is distributed for FREE hence a great and potential audience not only to the hotel owners but also through other associations such as Pubs, Entertainment and Restaurants Association of Kenya (PERAK), Kenya Association of Hotel keepers and Caterers (KAHC) & Kenya Coast Tourism Association (KCTA). An online version of the publication is available from the website link www. insightpublication.org. Finally, we remain grateful to our readers and the entire hospitality stakeholders for the continued support making Insight Hotelier magazine you publication of choice. We welcome your feedback and comments through hotelier@insightpublication. org which will help us improve on our subsequent publications or suggest topics which you wish we can feature in subsequent issues. Thank you!

FIND OUR COPIES AT

ONLINE...

www.insightpublication.org INSIGHT HOTELIER | APRIL - JUNE, 2015

Hospitality Furniture –

make your guests come back

otels have an almost unique need when it comes to the range and quantities of furniture that they require - high quality furnishings that can stand the test of time and heavy levels of use. Hotel furniture is one of the biggest investments that a hotel owner will have to make for his business taking into consideration that perfect ambiance is an important prerequisites for success. Outdated furniture that fails in terms of functionality can have a disastrous impact on the premises’ reputation. Quality is tremendously important. This is why a hotel needs to spend some time on finding the right furniture supplier and long-term partner. With a requirement to fit out varied areas coupled with coordinating furniture throughout that compliments the image of the establishment, hotel furnishings need to be aesthetically pleasing while also being highly durable and functional. As a large investment, your hotel furniture needs to be cost effective and long lasting to enable you to rely on them for long periods of time. Comfort: A busy traveler is looking for a high level of comfort and furniture is the primary tool for accomplishing that goal. A comfortable bed is probably one of the most important criteria that will determine the hotel guest’s quality of stay. Soothing and Restful: A good hotel should be capable of providing that “at home” soothing and relaxing sensation. Furniture made of inferior materials will never be capable of accomplishing that goal. It is all about the warmth and rustic appeal of the pieces.

Functionality:

Hotel guests want pieces that are

INSIGHT HOTELIER | APRIL - JUNE, 2015

functional, streamlined and easy to use. A comfortable chair, a strategically positioned desk and a wardrobe will all make the room easier to use in the best possible way. Furniture that lacks the necessary functionality gets visitors aggravated. Thinking about hospitality hotel furniture in advance, the hotel’s interior design, the style and the target audience will all be determining for quality hospitality hotel furniture selections.

Hotel Layout is critical

Creating the perfect layout for the hotel furniture is one of the ways to ensure that the guests enjoy their stay. The hotel should have a continuing theme that runs through all the hotel rooms. This will make it easier in doing the layouts as well as make guests feel comfortable. An overall theme gives the hotel the personality it needs for it stand out among other hotels.

One of the ways to ensure establishment of good reputation is to purchase only the highest quality of furniture for all the rooms of the hotel further guaranteeing durability and comfort which are the key ingredients in making the guests enjoy their stay at the hotel. Buy furniture in sets. It is one thing that furniture should blend well with the room, but equally important is for them to complement each other. Buying furniture like hotel chairs or tables in sets will save the hotel owner from the hassles of finding pieces to match together. Also, sets are a lot easier to layout. Whatever theme one decide to do, it is a rule of the thumb to ensure that there are spacious walkways and ample spaces to move around. This will not only ensure the comfort and convenience of the guests but also the efficiency and productivity of the hotel staff.

that will not last over a season is not the right investment. Choose comfortable products. The main purpose of garden furniture is to help guests relax and enjoy the fresh air. A hotel owner should literally test the seats or furniture before buying. Comfortable outdoor furniture could be used as regularly as the interior furniture hence an uninviting patio which looks good but uncomfortable is not the right one for a hotel, restaurant or resort. The type of the outdoor furniture a hotel owner chooses depends on how much space he has. If one has a large yard then he can choose large living sets and for smaller spaces, choose smaller furniture that fit the area. Do not overlook the outdoor living opportunities on balconies and in smaller gardens because if one complement these smaller areas with the right garden furniture he can really transform it and make it look more inviting. It is advisable to choose a fabric design that matches the color and style of the rest of the hotel or restaurant furniture. Finally, the outdoor furniture used in the hotel, restaurant or resort should not be at any time and level, be neglected. After placing them on the terrace, they should always maintain a high quality. Make sure, every once in a while, to take care of them to increase their life span.

Outdoor Furniture

Due to high sun exposure, heat and dust it is important to choose restaurant and hotel outdoor furniture which are both durable and stylish. Another important factor to consider is comfort. With these in mind one should choose furniture that matches his taste and is made of materials that are both durable and comfortable. On the other hand, there is this common misconception that one should invest less in the outdoor furniture than the interior. Buying low quality material INSIGHT HOTELIER | APRIL - JUNE, 2015

SCALES FOR HOSPITALITY

Weighing Scales:

A necessity for the hospitality industry

he weighing scale is one of the most fundamental instruments for the economy as well as in industries. From bathroom scales with Wi-Fi connection to ultra-precise devices used in research or industry, modern scales are able to provide very accurate measures almost instantly. In the early 20th century, electronics merged with weighing scales, taking the accuracy and precision one step further. Since then, there have been remarkable advances with the gradual release of sophisticated precision instruments such as digital floor scales, moisture analyzers and many more. With all the advances in weighing scales, mankind has only improved its ability to weigh and measure with greater accuracy than ever. Commercially, an exact scale is critical be it for a hotel, restaurant or any other food related industry that must portion food for sale. To achieve the various weight objectives that areas such as restaurants and hotels have, “Weighing Solutions” the weighing division at Engineering Development Ltd is one of the leading suppliers of electronic scales in Kenya. Necessity Any restaurant or hotel has a receiving bay where the goods such as potatoes, onions, milk, meat and other vegetables are received, stored and later used in the kitchen. A weighing scale is vital at this point to minimize on losses especially from

crafty suppliers. Here, the person receiving the goods must observe high accuracy thus a recommended scale of up to 150 kilograms is needed.

that should help avoid inconveniences while at the airports as well as prepare them for those extra costs charged by the airlines.

Most of the restaurants and hotels will not only have a kitchen but also a bakery and a meat section – areas where the weighing scales are essential. All ingredients used mainly in the bakery section ought to be mixed in the right proportions to achieve expected quality and consistency. For quality control, scales of up to two kilograms are recommended for ingredients such as flour and spices.

Reception scales are also vital as they can be used to weigh parcels which guests as well as hotel staff send. Here, the recommended scales should be between 60 – 100 kilograms.

The meat section requires scales of up to 15 kilograms. Here, digital scales are recommended for accuracy. At the same time, scales used for weighing meat should not be used for other products if contamination and hygiene is to be achieved. Weighing Solutions Limited also recommends hotels and lodges to invest in laundry scales which not only compute prices for one’s laundry (guests) but will help in using the right laundry machines to avoid issues such as overloading. The recommended scales in this category should be up to 300 kilograms. Hotels should also invest in reception scales; used in weighing guests’ luggage a service

INSIGHT HOTELIER | APRIL - JUNE, 2015

Hotel owners should always purchase scales licensed and inspected annually by the Weights and Measures Directorate whose key mandate is to ensure consumer protection and fair trading with regards to weights.

INSIGHT HOTELIER | APRIL - JUNE, 2015

Turning a good restaurant into great business

espite the restaurant owners consistently displaying positive characteristics - very capable individuals, optimistic, creative, dedicated, highly motivated, action-oriented, and are not afraid of hard work and long hours to achieve their goals, it is no secret that many new restaurateurs find themselves faced with moderate and even severe challenges in turning their restaurants into successful businesses. One of the main occupational hazards of owning a restaurant is getting buried in the minutiae of daily operations. When an owner gets caught up in the details of running his restaurant, they can easily lose sight of what they, should be doing to turn the restaurant into a profitable business. Knowing how to ‘run a restaurant’ is not enough. Most people who open a restaurant do not fully understand the role they should play as an owner instead, they are convinced that managing or focusing on the operational functions in the restaurant is all that is really needed from them to create a profitable foodservice enterprise. Apparently, if the owner spends all his time running the restaurant, he often overlooks or does not pay adequate time and attention to those things necessary to manage other equally important aspects of any business. The more dependent a restaurant is on the owner’s day in, day out involvement in the operational details of the restaurant, the

INSIGHT HOTELIER | APRIL - JUNE, 2015

greater the risk of failure. When the owner is unable to detach himself from the daily activities of running the restaurant, he is, in all but very rare situations, unable to do those things necessary to move the business forward in any meaningful way. Perfect Example – Systems Just how did Ray Kroc, the founder of McDonald’s build such a massive and extremely profitable business operation in a relatively short time? His leadership and business sense helped make McDonald’s the largest restaurant chain of all time and made more people (his franchisees) into millionaires than possibly any other one organization in history. First, get to work ‘on’ the business, not ‘in’ it. When he secured the master franchising rights to McDonald’s back in the mid-1950s, he did not go to work “in” the restaurant. He went to work “on” the business. To Kroc, the first McDonald’s

“Knowing how to ‘run a restaurant’ is not enough...”

restaurant was a model or prototype that was to be reproduced again and again in cities and towns all over the country. Instead of personally rolling up his sleeves and running that first McDonald’s, he began the process of analyzing every operational function of that restaurant from purchasing to prep to cooking and cleaning and so on. Without changing the essence of the concept, he made refinements and proceeded to develop a comprehensive set of standards and procedures, a system, if you will, for running a hamburger stand “the McDonald’s way.” Soon after completing his first objective of building a complete “set of instructions” for operating a McDonald’s restaurant, he moved on to the next phase of his plan of showing others - in this case, his franchisees exactly how to run a McDonald’s restaurant in a systematic and proven way that virtually ensured their success. He understood that he was not just selling burgers and fries. In fact, his main product was the business, a McDonald’s franchise. His primary customers were not the people who bought the burgers, but the people who would pay for the right to own and operate a McDonald’s restaurant (the franchisees). To convince people looking for business opportunities to choose a McDonald’s

RESTAURANT TRENDS over another franchise or any another business for that matter, he had to make it the best business opportunity available. His competition was not the other restaurants, but other business opportunities. Kroc went on to work on McDonald’s to make it the business opportunity of choice by refining it to the point that it would operate in a consistent, predictable manner, the same way time after time with a low-skilled staff made up largely of teenagers. The ‘system’ is the solution. To have any chance of realizing his vision of a company with hundreds and even thousands of hamburger joints, Kroc knew every restaurant had to be operated in exactly the same manner. He required every new franchisee to attend the corporation’s Hamburger University to learn the McDonald’s “system” or way of doing business regardless of their experience. Upon graduation, each franchisee knew precisely how to operate a McDonald’s restaurant. They were told to operate their restaurants “exactly” this way because “it worked.” If a franchisee deviated from the system in any way they risked losing their franchise. Having a system is the only way to get extraordinary results out of ordinary people. Restaurants cannot afford and really do not need extraordinary people but they do need to leverage their people with excellent systems. You want ordinary people who are able to produce excellent results by having very good systems. This systems approach to operating a business does not apply solely to franchised or chain restaurant. A systems approach works anywhere and one has to have a systems approach to operate a successful restaurant because there are just so many variables and functions that need to be executed the same way, every time, with every guest. Without a system, it is nearly impossible for employees to create a consistent and predictable experience for the guests over and over again. In short, without a system, all is lost.

Top Ten Things to get Right When Opening a Restaurant 1. Target Market

Getting the clearest possible picture of one’s target market will help with virtually every aspect of the business. Consider age, income level and lifestyle of the customer to whom you wish to cater. Where do they live? How do they spend their time? What do they value most? Know the answers to these questions and be able to clearly envision the types of people you expect to fill your tables or visit your counter.

2. Differentiating Factors

For a restaurant to be successful, it needs to stand out in a way that the customers perceive as valuable. Make sure the thing that makes the restaurant different than the competition is something that the target market will appreciate.

3. Location

Most restaurants do not get enough business because they are not at a convenient option. If you are scouting for a location, make sure to check foot traffic, check out the zoning laws applicable to the building and tailor the location to the market you are trying to serve.

4. POS System

Today, a good POS system is as important as a reliable grill in a busy restaurant. The right system will help cut down on kitchen errors, manage inventory, control costs, prevent theft, track the popularity of dishes, reconcile tips, keep the books accurate and much more. Consider the POS system carefully, remembering that you will come to rely on it for way more than printing and processing checks.

5. Policies and Procedures

The most successful restaurants have policies and procedures for everything from opening to greeting customers to dealing with complaints to handling deliveries to cleaning. Implement systems for every aspect of the daily operations and handling unforeseen circumstances. Make the policies and procedures crystal clear by putting them in writing and ensure that every member of the team live up to them.

6. Cleaning Practices

Every restaurant is subject to a strict set of

rules regarding hygiene, sanitation and safety. Being in violation of any rule can lead to fines and legal liability, and perhaps even more importantly, can ruin a restaurant’s reputation.

7. Pricing

Not every item on the menu will be equally profitable, but one needs to make sure that items are priced to avoid loss. The cost of food will fluctuate over time, meaning one will need to cushion his prices to maintain profitability – and monitor the suppliers like a hawk. If in doubt, price high to start off with and attract customers with introductory deals and discounts. That way a restaurateur sets his customers’ expectations of higher pricing to come, but still make it cost-effective for them to try out initially.

8. The Menu

The menu will likely be fluid, change many times as you begin to see what the diners enjoy the most however, it is important that you start off with the right initial menu to keep guests coming back. Resist the temptation to create a huge menu with something for everyone. Providing fewer options that cover a large spectrum will help you to control costs and keep the kitchen running smoothly. You can always add variety by offering daily specials.

9. The Staff

Turnover is very high in the restaurant industry, but do not make the mistake of looking at your employees as disposable. At any given time, you want to staff your restaurant with the best available people, not just warm bodies. Fill every position with care from the dishwasher who needs to be a team player to the restaurant manager who needs to be personable, professional and responsible. Every team member will play an important role in determining the success of the restaurant.

10. Customer Service

Strive to create a true experience for the customer. Being committed to putting customers first is vital to the success of any restaurant. At some point, the team is going to make mistakes. The kitchen is bound to get backed up sometime, a guest may accidentally be overcharged.

P.O. BOX 4598-00506, NAIROBI. TEL: +254 (0) 736 981 113 / 737 981 113. Email: limrok@africaonline.co.ke

INSIGHT HOTELIER | APRIL - JUNE, 2015

HOSPITALITY TECHNOLOGY TRENDS

Technology trends in the Hospitality Industry

lthough technology can be very costly, it pays off in the long run by simplifying and condensing everyday tasks at work resulting in valuable time being spent more efficiently. Computerized technology has impacted both front-of-house and back-of-house staff in a positive way. While some individuals may take longer to embrace new computerized systems, once they catch on they will have a new appreciation for technology as it has made a tremendous difference in workload while still generating revenue. Technology plays an important role in the hospitality and tourism industry. Both customers and businesses can benefit from advances in communication, reservations and guest services systems. Technology allows continuous communication and streamlines the guest experience, from reservation to checkout. The Internet has a powerful impact on hospitality and tourism. For many businesses and locations, the experience starts long before a traveler arrives--it begins with the first visit to the website, when a person sees photos of the location and gets a sense of what to expect. In the hospitality and tourism business, effective use of Internet technologies can

INSIGHT HOTELIER | APRIL - JUNE, 2015

improve revenue. Websites, blogs, online advertising, social media, online ordering and information repositories all help convince customers to choose a location or business. Reservations Systems Booking engines to allow easy access by consumers and travel professionals; the systems enable individuals to make reservations and compare prices. Booking engines cut costs for travel businesses by reducing call volume and give the traveler more control over their purchasing process. Other innovative technology trends that are currently being used in some hotels include; The do-it-all remote (room personalization) – This allows guests to dim or turn on/off lights, control room temperature, open/ close curtains, order room service, turn on the do not disturb sign, set wake-up calls, view TV channels and movies all on the television with the click of a button on a remote. Self Service Concierge – This touch smart screen kiosk is located in the lobbies of hotels, which can help a guest find out information(restaurants, activities, flights) without the hassle of carrying a laptop or

waiting for someone to assist them. Smartphone keyless room entry – Guests book their stay on their handheld smartphone. On the day of arrival, they will receive a text with their room number. Guests can then go straight up to the room and swipe your smartphone over the door handle. Guests can also check out the same way they checked in via smartphone. In room iPads/ tablet devices – This is a user friendly way to order room service, housekeeping service, make appointments/reservations all at one’s fingertips. Hotel managers can also use tablets in place of the original in-room guide book Digital Door Viewer – This is a handy alternative to the old fashion “peephole”. A little screen that is mounted on the inside of hotel room doors, so guests are able to have a clear view of visitors while eliminating all uncertainties before they open the door. LED touch screen panels – Panels are located in hotel bathrooms, allowing guests to set the lighting, curtains and control music to indulge in an ultimate relaxation experience. In today’s world, it is important that hotels keep up with the evolution of changing technology as the hospitality industry is, and always has been, a competitive business. As guests are more often exposed to new cutting-edge technology, they will slowly start to have different needs and expectations of what an everyday hotel should consist of.

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INSIGHT HOTELIER | APRIL - JUNE, 2015

HOSPITALITY TECHNOLOGY TRENDS

The Everest Software Co. Ltd

he Everest Software Company brings to you WINHMS, the revolution in the hospitality industry. When there is a need for a high quality, flexible, comprehensively supported, cost effective alternate to the major players in the industry, WINHMS is the answer. Everest provides ultimate hotel Software solution for the Hospitality industry covering the complete gamut of operations. WINHMS in various ranges of properties and hospitality segments from small service apartments to big 5-star deluxe hotels and International hotel chains - results in a seamless flow of operation on a cross-departmental basis. Precise, timely information, effective operational analysis and the highest levels of work efficiency are guaranteed. One-of-a-kind ERP solution for the hospitality industry for improving operational efficiency, greater Guest satisfaction, significant cost reduction and improvement of bottom line. All your hotel needs can be fulfilled with one software, we have multifunctional and highly integrated PMS and POS system that one software can take care of all your hospitality needs such as reservation, inventory, front office, housekeeping, sales, marketing, payroll, accounting, finance and guest feedback.

WINHMS CRS is a web-based Central Reservation Software System providing the groups and hotel chains real-time reservations of room booking centrally. It provides real-time room inventory of all properties on a single screen there by enabling you to cross sell the room inventory. This Online booking system will automate bookings of all your properties centrally through the Internet. Designed to maximize room revenue by managing multiple hotel room inventory by choosing any property on a single screen. This will enable you to do Reservations at corporate office or branches or at any countries / locations through Internet. The Reservations can be made 24 x 7 using a simple dialup Internet connection. All the bookings will be updated to your property system on on-line mode. This system eliminates room reservations at the property level, saves lot of duplicate work and improves efficiency in Guest room bookings. Salient features of the CRS system • System provides centrally Guest profiles, company, travel agents, bookers, groups there by facilitating uniformity across the chain. • Automates reservation confirmation and cancellation by instantaneous emails. • Room position and availability can be viewed on a real-time mode.

• Allows creation, amendments and cancellation of bookings. • Supports Group bookings on a single screen. • Ability to view room rates and special rates. • Accept Reservation advance and post to the property system immediately. • Supports re-instate of cancellation, Add-on, copy, query, and re-instate no-show bookings. • Based on check in or no-show at property, the status is updated at the CRS. • Provides various reports and statistics on reservation, booking status, noshow, cancelled, materialized and group level booking trends. Our Products include: • Web based hotel management software Property Management • Web based hotel management software Groups and Chains • Web based hotel management software E-Commerce • Web based hotel management software Restaurants • Web based hotel management software SPA • Hotel property management software Golf • Hotel property management software Club Management • Hotel property management software WINHMS Guest Services

Contact Tel: +254 (0) 733777919 / (0) 722733785 / (0) 738768378 / (0) 721714624 / (0) 736952585 Email: theeverest2015@outlook.com, everestsoftware@outlook.com 14

INSIGHT HOTELIER | APRIL - JUNE, 2015

Are you a service provider for the Hospitality Industry? Get connected to the Hospitality industry now... Our magazine reaches out to the Hospitality industry directly and indirectly using partners associations such as

Insight Publication P.O. Box 36106-00200 Nairobi Tel +254 (725) 735 350 690 Email: hotelier@insightpublication.org info@insightpublication.org www.insightpublication.org

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HOSPITALITY TECHNOLOGY TRENDS

Solutions Vendor taking

hospitality to new heights

n this day and age no one wants to invest in solutions such as point of sale (POS) and other systems that will impact negatively and even affect the quality of service one gives his clients. It is the reason that companies such as IPLUS strive to be the technology partner of choice for hotels and resorts, retail stores, restaurants, bars, casinos as well as gyms and spas by developing point of sale solutions, and enterprise information system software. In the hospitality industry where IPLUS solutions are popular, the company aims at providing “one stop shop” solutions which will integrate to the other systems used in the premises. Through our PMS Semper Hospitality Management System, the hotel staff has a complete set of tools for selling and delivering highly personalized guest services. As the first comprehensive hospitality management system of its kind, users are assured of offering a great service at every point of guest contact.

GAAP | Bulletproof Software

Why choose GAAP Point Of Sale Easy to use

The system is able to master all aspects of; reservations, billing and charge routine, availability and forecasting, accounting and auditing, suite handling, housekeeping, online realtime bookings, hotel operator and correspondence as well as reporting and guest history amongst others. With more than 20 integrated, guest-centric modules, the hotel staff is able to tailor guest experiences across all aspects, including lodging reservations, room details, baggage tracking, spa appointments, golf tee times, dining, and third-party activities. A hotel can also use the front office capabilities to create, change, conform and cancel reservations; check guests in and out; create packages on the fly; sell service from other revenue centers, and much more giving remarkable data analysis capabilities, enabling staff to find information quickly and customize reporting. Accessibility to guest information is the cornerstone of a hotel’s success. Availability can be viewed in a variety of formats. The Booking Center solution allows the reservations staff to book a complete vacation from a single screen. Through our Point Of Sale GAAP, a fully integrated, scalable restaurant and bar POS software, back-office, and enterprise system, owners are guaranteed of a reliable, flexible and easy to software application designed to positively impact every point of interaction and improve the total guest experience.

Quality Product On-Site support 24/7 Effortless stock management SMS Service for Daily Reports

GAAP helps increase table turns, improve customer service and generate incremental revenue.

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Understanding clients’ needs and the issues they face, providing expert advice to enable clients to achieve their business goals and providing them clients with competitively priced solutions which deliver rapid Return On Investment as well as delivering high quality, best of breed products, backed up by outstanding customer service and support are some of our biggest strengths.

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INSIGHT HOTELIER | APRIL - JUNE, 2015

HOSPITALITY TECHNOLOGY TRENDS

Guest Loyalty Programs A key strategy for increasing revenue

With customers focusing on location and cost in their hotel choice stays, and since a hotel property’s location is fixed, building guest loyalty is crucial, but how can it be achieved?

uring difficult economic times hotels are reminded of a fundamental lesson: building guest loyalty is the only way to compete without sacrificing revenue. Simply put, the less a hotel or brand is viewed as a commodity, the more traffic and revenue it can generate. At the property itself, loyalty means that guests will tolerate a less attractive location, a higher price, or a range of other obstacles, while still wanting to stay at the hotel. People will pay more for their ‘favourites’. Of course, a hotel cannot be all things to all customers. The target is a certain segment or group of guests that will, under the right circumstances, be thoroughly loyal. And once that segment (or group of segments) has been identified, and the hotel brand has been positioned accordingly as their favourite, it is vital that feedback is constantly gathered to make sure consumers’ loyalty remains where it is. Too often, companies think loyalty is just a points programme or a slick advertising campaign. While that may attract a few consumers in the short term, it may not produce long-term, high-value loyal customers.

INSIGHT HOTELIER | APRIL - JUNE, 2015

Someone else can come up with a better loyalty programme and win a guest away from you unless you make them loyal first. Long term profitability depends on each guest’s lifetime value (i.e. how much they will spend, how much they will encourage others to spend, and the lifetime of that spend). And the longer the spend lifetime the greater the revenue. One moderate-value customer who returns continuously for 20 years is worth more to you than one high value customer who only stays once. If you are interested in launching a guest loyalty program for your hotel brand feel free to contact Nairobi based Reward and Recognition Limited using info@rr.co.ke or 020 600 8006.

HOSPITALITY TECHNOLOGY TRENDS

Vortex Solutions in Hospitality Industry Simplify operations with an integrated business management system (ERP)

ortexFusion ERP is a comprehensive enterprise business management suite designed to improve the efficiency and effectiveness of key organizational functions in the areas of financial management, human capital management, procurement, and analysis. You get advanced process automation, mobile access, analytics, and social collaboration capabilities built into your most important business functions.

VortexFusion ERP at a glance

• A comprehensive solution for financial management, human capital management, procurement, and analytics • Integrated tools for collaboration within departments • Embedded analytics • Advanced reporting capabilities • Workflow, alerts, and role-based dashboards • Flexible deployment options, either on-premise or in the cloud • Industry-specific capabilities • A simple, elegant user interface • Mobile capabilities

Hospitality Module

Vortex Fusion streamlines financial, procurement, and budgeting processes for the hospitality industry, resulting in improved financial discipline, increased internal controls, and reduced costs. Unique industry features include bill splitting, bill aggregation, customer self ordering through mobile and tablets and many more....

Highlights of the Module

• Simplify the overall business of running a hospitality business • Split customer bills • Aggregate bills in a table • Integrated rooms management

Hospitality POS solution designed for your unique needs

With VortexRetail, you’ll have information on your buying, supply chain, merchandise inventory, physical assets, and the details on your customers and workforce, all linked together. And you’ll have all the tools— analytics, mobility, visualization, and collaboration—to make sense of it all, get critical information to the right people, and discuss it in real time. Operational efficiency Legacy systems make it difficult for you to realize the

efficient processes and comprehensive view of the business you need. VortexRetail allows you to leverage a fully integrated business management solution that helps automate and streamline the end-to-end management of key retail functions like budgeting, cash flow, invoicing, and hiring. Proactive detection Get sophisticated cross-platform monitoring and detection capabilities that allow you to quickly identify fraudulent payments, reduce administrative efforts, and potentially prevent theft. With VortexRetail you can set access to ensure internal controls, view anomalies and duplicates, and better manage critical transaction types such as payroll and accounts payable invoices.

Combine insight and action to get results

We monitor the entirety the processes for your business and with our VortexRetail solution & VortexFusion ERP Solution, we bring you the bestin-class solutions with vast experience earned working with customers in your industry to change the way you run your restaurant, Hotel, Fast Food and Beverages/Coffee shop to be more efficient and effectiveness.

INSIGHT HOTELIER | APRIL - JUNE, 2015

KENYA | Karuna Hse Commercial/Enterprise rd Junction Industrial Area, Nairobi Tel: +254.728 607 000 e: info@securityworldtech.com UGANDA | Ntinda Ind. Area Plot M275, Opp, Britania Kampala Tel: +256 414 223 1767 Cell: +256 782 115 464 e: info@securityworldtech.co.ug RWANDA | Kigali , Remera, Kisimenti Tel: +250 252 581 741 Cell: +254 788 382 626 e: info@securityworldtech.co.rw

TANZANIA | Hifadhi EPZ Ubungo, Off Morogoro Rd , Dar Es Salaam, Tel: +255 22 277 3391 Cell: +255 767 607 000 e: info@securityworldtech.co.tz

INSIGHT HOTELIER | APRIL - JUNE, 2015

Suppliers Guide

HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE

We invite the Hospitality industry solution providers to get listed in the Upcoming Issue 04 of the Hotelier magazine on the respective areas of service delivery to the industry such as…

The Listing Categories are as follows

Coming up

Hospitality Contact us for more information on listing Insight Publication P.O. Box 36106-00200 Nairobi Tel +254 (725) 735 350 690 Email: hotelier@insightpublication.org info@insightpublication.org www.insightpublication.org

HOTELS RESORTS RESTAURANTS LODGES

CAMPS

FAST FOOD /COFFEE SHOPS Don’t miss the listing of your Hotel in the upcoming edition21 INSIGHT HOTELIER | APRIL - JUNE, 2015 and share to public on services rendered in terms of:-

Where digital meets paper Magazines • Annual Reports • Catalogues • Newsletters • Flyers • Brochures • Posters • Wall, Table and Shipping calendars • Note Pads • Desk Diaries • Book printing • Labels.

Colourprint Ltd. P. O. Box 44466 - 00100 - GPO, Nairobi, Kenya. Industrial Area - Road-C, Off Enterprise Rd. Mob: +254 722-203 645 / 0733-203 645 Wireless: +254 20 2101740 / 41 / 42

For high quality and maximum efficiency in all kinds of commercial printing... 22

INSIGHT HOTELIER | APRIL - JUNE, 2015

info@colourprint.co.ke, colourprint.nairobi@gmail.com “Producing New Impressions of Excellence”

Year after Year

UPCOMING EVENTS: CONFERENCES

NORTH RIFT 19TH FEB ‘15

CENTRAL RIFT 23RD APR ‘15

FORUMS

25TH MAR ‘15

13-14 MAY ‘15

Unlocking Africa’s retail opportunities

Innovation in Retail

BE PART OF THE DISCUSSION

BOOK TODAY TO RECEIVE 15% DISCOUNT | QUOTE: AFRA15 T: +44(0)203 033 2020 W: www.retailcongressafrica.com E: info@retailcongressafrica.com

Bakery innovation & evolution in retail INSPIRATIONAL SPEAKERS INCLUDE:

Leasing transforms retail sector RETAIL

RETAIL FINANCING 2 OPTIONS 4th

- Case study outlook

TECHNOLOGY Dispensing trends in Retail

CO-SPONSOR:

MEDIA PARTNER:

TRENDS PART OF THE

BROUGHT TO YOU BY:

- Milk , Water & Cooking oil

Retail Technology trends - Omni-Channel retailing

December

2014

INSIGHT RETAIL | FEBRUARY - APRIL, 2015

556001

556001 ISSN 2305-5561

772305

DEFINING REGIONAL STRATEGIES

9 772305

ISSN 2305-5561

EDITION 03 | APR - JUN, 2015

RETAIL BUSINESS INTELLIGENCE ISSUE 08 / OCTOBER - DECEMBER 2014

HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE

Unlocking Africa’s retail opportunities BE PART OF THE DISCUSSION BOOK TODAY TO RECEIVE 15% DISCOUNT | QUOTE: AFRA15 T: +44(0)203 033 2020 W: www.retailcongressafrica.com E: info@retailcongressafrica.com

Hospitality Furniture

Automation Bakery innovation & Insights + Loyalty program evolution in retail INSPIRATIONAL SPEAKERS INCLUDE:

Restaurant Leasing transforms retail sector

Trends

- Case study outlook

Dispensing trends in Retail

CO-SPONSOR:

MEDIA PARTNER:

PART OF THE

BROUGHT TO YOU BY:

- Milk , Water & Cooking oil

Retail Technology trends

2nd

- Omni-Channel retailing

4th December

2014

Build your brands in the Insight Consumer Magazine

info@insightpublication.com

161111

430026

Edition 01 | MARCH - MAY, 2015

Shoppers’ Insight

Connecting Businesses

www.insightpublication.org INSIGHT HOTELIER | APRIL - JUNE, 2015

556001

09 ISSUE 08 / OCTOBER - DECEMBER 2014

RETAIL BUSINESS INTELLIGENCE EDITION 09 | FEB - APR, 2015

9 772305

ISSN 2305-5561

RETAIL BUSINESS INTELLIGENCE DEFINING REGIONAL STRATEGIES

EDITION 02 DEC 2014 - FEB 2015

HOSPITALITY RESOURCE MAGAZINE

EDITION 03 | APR - JUN, 2015

HOSPITALITY RESOURCE MAGAZINE

556001

ISSN 2305-5561

772305

EDITION 03 JUL-SEP, 2015

HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE

Edition 04 COMING SOON

ELECTRONIC SCALES & WEIGHING SYSTEMS FOR HOSPITALITY & RETAIL INDUSTRY, AGRICULTURE, MEDICINE AND COMMERCE. “Accuracy, quality & service”

For more... +254 735 350 690 +254 725 350 690

Connecting Businesses

hotelier@insightpublication.org 24

INSIGHT HOTELIER | APRIL - JUNE, 2015