Insight Hotelier Edition 009 by INSIGHT PUBLICATIONS

ELDORET: 22ND - 23RD FEBRUARY, 2017 NAKURU 22ND - 23RD MARCH, 2017

Hospitality Linens and Uniforms >> Outlook 2017 >> Upcoming Events

www.insighthospitality.org

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

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HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE

ISSN 2305-5561

EDITION 09 | FEB - APR 2017

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

Editorâ&#x20AC;&#x2122;s Note

Dear Reader,

appy New Year and welcome to the 9th Edition of Insight Hotelier Magazine; a quarterly business publication distributed to hoteliers and other relevant stakeholders countrywide. This edition addresses various current industry topics. One such theme is in the area of linen and uniforms used in the hospitality industry. Bath rugs, towels, bed sheets are among the wide range of linen used in the industry. Uniforms may include aprons, shirts, caps or even shoes. Questions such as why hotels use white linen? How do they maintain the color? Or what ensures that the bed linen remains fluffy...to make a client want to sleep in all day, are just some of the areas that this issue addresses.

Titus Korir, Managing Editor

CONNECTING HOTELIERS//

That aside, this year, we plan to host seven (7) Insight Hospitality Conference and Expo â&#x20AC;&#x201C; programs that we will use to reach out to more owners of hotels, restaurants, resorts and camps. The main objective is to create and a wider and rich network of stakeholders as well as share experiences on best global practices. At the same time, we understand that, for the above to succeed, we will need our partners; suppliers, industry associations and the government which we remain grateful for all the support accorded in 2016. As we all strive to build a stronger hospitality sub-sector, I take this opportunity to acknowledge our esteemed suppliers not forgetting the innovative solution providers who have ensured that hoteliers are able to run efficient and effective businesses. As a way of building your brands we will be seeking your support to make the above scheduled events successful. To all our esteemed readers, we welcome you subscribe to this publication and join our wide network assuring you that there is something for everyone. Finally, we would like to you all for your enormous feedback and support. Happy reading!

FIND OUR COPIES AT ONLINE...

www.insightpublication.org INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

CONTENT Pg 6

MAGAZINE

HOSPITALITY TECHNOLOGY

360 Degree Hospitality Solution for Africa’s Growing Hotel Industry

Published by: Insight Publication Birdi Centre, Mombasa Road P.O. Box 36106 Nairobi 00200 T. +254 (0) 735 / 725 - 350 690

Pg 8

e. hotelier@insightpublication.org www.insightpublication.org

HOUSEKEEPERS ASSOCIATION

Editorial team Titus Korir Mutuku Munyiva

Housekeeping – the fundamental element in every hotel

Advertising Robert Kemboi Anita Rotich Subscription & Distribution Ronald Rotich

Pg 10

Contributors Rajesh Yadav Lilian Gaitho Anthony Maloba

HOSPITALITY LINENS & UNIFORMS

Design & Layout Smartex Creative Graffix Tel: +254 721 496 922

Choosing the right linen and uniform for your hotel

©2017 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.

Pg 14 HOSPITALITY OUTLOOK Marketing your hotel: Insights from Jumia Travel Hospitality Report

Is Now Mandev Complex, Mombasa Road | P.O. Box 30223 - 00100 Nairoi Kenya Tel: +254 738 703 983 | +254 727 762 242 | Email: info@uni-eastafrica.com | www.uni-eastafrica.com 4

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

We are considered pioneers in the field of apparel manufacturing, having worked in the industry for more that 50 years. We pride ourselves in being the first name in well stitched, high quality, durable and functional clothing. In our continued efforts to being a One Stop Shop, we have commissioned a state of the art knit wear factory so as to meet all uniform requirements

Shirts Blouses Tunics Dresses Trousers Jackets

HOSPITALITY PRODUCTS

Skirts Waist Coats Utility Trousers Utility Shorts Hospitality Aprons

Chef’s Safety Clogs

NAIROBI HEAD OFFICE: Manchester Outﬁtters Ltd, Industrial Area, Oﬀ Dunga Road, P. O. Box 46515, 00100 - Nairobi Tel: +254 20 298 4000, Fax: +254 20 298 4015, Email: service@man-out.com, Website: www.man-outt.com

MOMBASA BRANCH: Manchester Outﬁtters Ltd, c/o Image First (EA) Limited, Amal Plaza, First Floor, Shop No. 10,, Near Mamba Village. Links Road, Nyali - Mombasa, P. O. Box: 46515 – 00100 (Nairobi), Tel: +254 733 556 600 / 704 448 402 / 704 448 305 / 736 777 562 5 INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017 Email: care@image-ﬁrst.biz

HOSPITALITY TECHNOLOGY SkyRes - Central Reservation System Hotels using IDS Next Hotel ERP can have access to a smart central reservation system called SkyRes. It integrates seamlessly with the Hotel ERP and offers users a realtime, best in class, end-to-end reservation solution. It shows real-time availability of accommodation, room rates, instant allocation checking for tour booking, audit trail for critical applications, and more in the hotel property management system. Strategix – Business Intelligence With this, hoteliers can now have real-time access to vital information including total room revenue, RevPAR, average daily rate, percentage of occupancy of rooms and average number of guest per room etc. It streamlines the process of data storage.

360 Degree Hospitality Solution for Africa’s Growing Hotel Industry Rajesh P Yadav Senior Vice President - Sales & Operations, Africa rowing at a decent pace, Africa’s hotel industry is doing well. With many branded international chains investing across the region, the whole of the continent is emerging fast as a major destination for the hospitality industry. 1According to the African Tourism Monitor, around 55 new hotels with 10,988 rooms will be added to entire Africa’s existing inventory in 2017.

What about hospitality technology? Like any other industries, African hotel industry has also been impacted by the advancement of hospitality technology solutions. Hoteliers across countries are increasingly embracing Hotel PMS, Central Reservation System and Mobile Apps etc to ensure higher degree of operational automation and to provide a certain level of guest service. Trends indicate around 60% adoption rate of hospitality technology in organized hospitality sector. However, overall things are slightly different with around 40% adoption rate when it comes to both organized and unorganized sectors. This means, hotels in unorganized sector are yet to realize the benefit of IT implementation to the full extent. But to be noted here – software acceptance rate among African hotels is growing at a steady pace of 8% to 10% each year since last couple of years.

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

How to select the right fit solution? It is a challenge for hoteliers to strike the right balance between efficiently handling day to day complex operations while taking care of guest services with utmost sincerity. For this, it is always advisable to opt for a highly integrated and all-in-one Hotel ERP. For example, IDS Next’s Hotel ERP runs on a single database. It comes with 13 modules and all the modules including Front Office and Back Office are tightly integrated. It helps users manage data effectively with less maintenance as there are no interfaces between modules. Additionally, it makes the process of information sharing easier across all departments.

...overall things are slightly different with around 40% adoption rate when it comes to both organized and unorganized sectors. Review our 360 Degree offering IDS Next Hotel ERP efficiently empowers hotel operations with a unique solution set called Hotel 360. This is designed to enable hoteliers grow room occupancy and increase RevPAR and ARR. This is how it works –

Online Reputation Management As part of our 360 Degree offering, we help hoteliers maintain a strong online reputation of their properties over review sites. For this, we have integrated TripAdvisor’s guest review collection tool, Review Express into our Hotel ERP. This integration helps users to collect reviews and feedback from their guests who stayed with them recently. They can even harness positive endorsements to increase their popularity while building their properties’ brand value. Revenue Management Integrated with our Hotel ERP, the revenue management solution enables hoteliers to develop strong pricing strategies to increase profitability. Hoteliers can now track market trends in order to develop customized packages to attract more guests. Channel Management Solution Updating and managing sales channels manually is quite a task for hoteliers. However, we help hoteliers in this quite efficiently. Our Hotel ERP’s seamless integration with a channel management solution does it all for them. This integration simplifies the management of distribution channels by helping hoteliers automatically updating the inventory and rates across several channels. Web Booking Engine The web booking engine solution integrated with our all-in-one Hotel ERP turns the hotel website into an excellent source of generating maximum direct bookings. While it helps hoteliers increase room occupancy, it also comes with an interface to a payment gateway and offers a host of fit-for-use templates. The 360 Degree offering from IDS Next efficiently help hoteliers increase revenue, reduce costs & improve operations and enhance guest experience.

TECHNOLOGY TRENDS

PULZE247

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IDS SOFTWARES MANAGEMENT W.L.L. Suite 7, 3rd Floor, Park Suites, Parklands Road, P.O. Box: 25800-00100, Nairobi, Kenya P: +254 (0)20 5280406 | M: +254 735 041 450 | E: rajesh.yadav@idsnext.com | W: africa.idsnext.com INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

HOUSEKEEPERS INSIGHT

Housekeeping – the fundamental element in every hotel By Consolata Mwangi - Group Secretary and Executive Housekeeper, Jacaranda Nairobi

The basics of an ultimate wine experience By: Anthony Maloba-Head of Corporate & Foodservice Division - amaloba@owkl.co.ke

ith a rapidly expanding middle class population cluster characterized by fast changing lifestyles; new trends such as eating out coupled with the art of drinking wine are here with us. For those fast adopting to these trends there are some basics that one needs to be accustomed to. Hence, it is an absolute misnomer that a person interested in taking wine is only attracted to it by the color, bouquet and taste, but often the glass is NOT considered as an instrument to convey the wholesome wine experience. There are four vital considerations towards an ultimate wine experience; 1. The Bouquet: Grape varietal specific stemware is responsible for delivering the quality and intensity of the wine’s aroma. 2. The Texture: Grape varietal specific stemware highlights the exciting and diverse styles of “mouth feel” in wine (watery, creamy, silky, and velvety). 3. The Flavor: Grape varietal specific stemware creates a balanced interaction between the fruit, minerality, acidity and bitter components of the wine. 4. The Finish: Grape varietal specific stemware offers a pleasant, seamless, harmonious, and long lasting aftertaste. In the next article, I shall look at wine/ food pairing as well as on wine serving, temperature and etiquette

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

ousekeeping is the core of any hotel as it plays a huge impact on the quality of guest experiences and ultimately the bottom line. For the success of the hotel business, good professional housekeeping is needed. A professional housekeeper would describe his day-to-day work as very involving – it is a diverse role and one that is not desk bound. He is faced with the challenge of managing team, money, interior design, uniforms besides dealing with 101 other things while keeping an eye on the bigger picture at the same time. Even with all these on his table, every day is an exciting challenge for the professional housekeeper as he will not escape from learning or discovering new things every day. It is this desire to grow and develop professional housekeepers that saw the birth of The Heads of Housekeeping Professionals Association (HHPA) in June 2015 followed by a colorful official launch of the same on 19th August, 2016 at the Hotel Intercontinental, Nairobi where over 80 professional housekeepers countrywide were joined by other guests. Since the inception of the association, the

networking sessions that housekeepers engage in continue to reap; professionals are engaging with each other to not only grow their careers but also constantly support and learn from each other. The association is the heads of housekeepers’ platform of sharing industry news and innovations in this challenging field. Heads of Housekeeping Professional Association As the committee in charge of the association, we would want to take this opportunity to invite all heads of housekeepers to our future workshops – educative events where various topics are shared. These include; 1. Public areas cleaning, maintenance and floor care 2. Linen management and, 3. Staff management and motivation. We expect about 100 heads of housekeeping to grace the workshop. The association’s calendar of events is also packed with exciting events that will be of benefit to the housekeepers and the institutions they represent. HHPA - Heads of Housekeeping Professional Association is run by national and regional elected professionals who volunteer their time to steer the association forward. Regular and quarterly meetings are held in Nairobi and other regions to take the association forward.

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HOSPITALITY LINENS & UNIFORMS

Choosing the right linen and uniform for your hotel

mage is irreplaceable – it is everything! In today’s world, one disgruntled customer could mean one bad review on a social media outlet. Multiply that one disgruntled or angry customer review by the hundreds or more people that come across the negative piece of writing and imagine how much business could be lost.

count is the key thing to look out for to really determine the quality; the higher the thread count, the more luxurious the bed linen.

Simply put, a hotel must remain synonymous with cleanliness, comfortable and welcoming.

400: A soft yet more substantial count, favored for its cool feel and durability. This product is what you expect to find on the beds of major hotel chains worldwide.

One dirty bed sheet, frayed towel, or stained uniform can easily turn into bad reviews or publicity that hurts the business and damages the hotel’s image. Managing linen is just one of the many jobs a hotel manager has, but it is important in order to provide and maintain the best linen possible, as well as ensure a positive image of the hotel in the opinion of its guests. The right hotel linen When walking into a hotel room, the first thing a guest will notice is the crisp, white sheets laid out on the bed. As a hotel, choosing the right linen can mean the difference between a luxury and restful night or an uncomfortable night’s sleep. When choosing pillow, sheets and duvet covers – thread count will be the best way to determine the quality of the material. The higher the thread count, the more luxurious the cotton. For the bed linen, the thread

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

200: A cool and light cotton mostly used in summer. Found in many hotels where the requirement is cool, crisp bed linen within a budget.

600: This is where the exclusive end of quality begins, made possible by the use of compressed air technology in the weaving process. It is a beautiful lustrous, uniform, soft and very smooth fabric. 800-1000: Ultimate luxury and pure indulgence with an event greater luster and a fuller fabric. Choosing the ‘right’ fabric really depends on personal preference and the effect one is looking for in the hotel rooms. Percale is a closely woven, plain weave, spun fabric made from both carded and combed yarns. It is generally only found in high thread-count fabrics which gives the fabric a soft, silk-like feel. Percale gives a fabric strength meaning it will last longer through multiple washes perfect for hotel usage. Sateen is weave construction that has more

threads on the top surface than others, resulting in a softer look with a sheen resembling satin. Cotton sateen sheets tend to be softer than those with a Percale weave so it is a matter of preference which to choose. Once you have chosen the right linen, ensure it stays in good condition and lasts by reading through the washing instructions to get the best out of the products. Towels: One of the many factors in creating the ultimate luxury experience for the hotel guests is the towel - whether they are only spending the night or enjoying a weeklong vacation. Towel weight is measured in grams per square meter (GSM); the higher the GSM, the thicker/heavier the fabric. A weight lower than 500GSM will mean the towel is typically thinner and more suited for the warmer months and trips to the pool. If you are looking for thick, soft and luxurious towels for the hotel rooms, then 500GSM+ is recommended for the ultimate absorbency and comfort. Having the hotel brand name embroidered onto the linen adds that extra personal touch and promotes the brand image. Inviting, fresh linens require expert care. The list of things to properly manage a hotel’s linens can be long and expensive. For starters, this includes the expense of high-quality heavy duty washers, dryers, pressers and

HOSPITALITY LINENS & UNIFORMS other equipment, and finding, hiring and training additional skilled workers to handle the workload. Proper care and maintenance must be implemented as well to ensure the linens are not damaged, and to keep them looking great for as long as possible. Hiring a quality linen service to care for your hotel linens means that they are properly handled and cared for, and they are fresh and inviting for your guests, week in and week out. Finally, there is no fix for damage to a hotel’s image from lack of quality. Washing, drying, pressing, and sorting are all steps that, if not done correctly, can allow a dirty or stained linen to make its way to the guests. If maintained poorly, linens fade, stains become permanent, edges are frayed, and this results in a poor offering of linens for the guests. White sheets everywhere White is bright and makes everything in the room look brighter. Designs and patterns become more visible against white than any other color. It enhances both natural and artificial light in a room. Since different colors are incorporated in the curtains and upholstery, beds with white linens are placed in the center of the room to break the color scheme. White stands for purity and perfection. White symbolizes purity. It is clean and untouched. Also, the sight of a clean bed, to a tired traveler, adds to the visual appeal. Maintenance: The quality of linen used for hotels and the multi-prong step that used for maintenance is the reason for the crisp white bed sheets at hotels. Most hotels use standard 300 thread count bed sheet, a cotton and polyester blend (50:50). The reason hotels use a blend of cotton and polyester is because it

combines the best of both fabrics. Still, cotton is a water-loving fabric and absorbs up to a third of a gallon of water per pound when wet while polyester is called ‘scavenger fabric’ as it easily picks up and holds on to dyes and soils. The strict process that hotels adopt, help maintain the linen in top condition. Replacement: Other color shades may vary but white is the easiest to replace. Selecting the Right Hotel Uniform The hotel uniform is a vital part of the success of any hotel. It acts as a visual communication tool between clients and staff. With this uniform, clients know and understand immediately the function of a certain staff member and recognize which individuals will be able to assist them with any problems or questions they have. With the right uniform, an employees’ solidarity and teamwork is likely to be achieved while creating a better work environment. Learning how to choose the correct types of clothing, however, can be a bit of a challenge. Here are some timely tips; Before purchasing uniforms for your employees, it is important for you to understand the key factors needed in this type of corporate clothing. Location - The right uniform will greatly depend on the location of the hotel. If it is located in an area that is hot and humid the majority of the year, one may want to purchase clothing items that are light and breathable. Cooler areas, though, may require added layers and functional jackets. Hotel Identity - Choose a uniform color, fit, style, and pattern that complement the place of business, so your staff and the design of the

hotel can project the visual image you desire. Fabric - Choose fabric that is durable and easy to clean. Make sure the fabric is comfortable to work in and allows for easy movement. If the clothing chosen is comfortable to work in, the employees will be happier with their job. Employees - While an owner has the ultimate say in the choice of corporate clothing, it may be important to consult the employees on what they like. Dressing the workers up in outfits they consider to be hideous will not inspire teamwork and make them proud to work. Allowing the employees to have a say in what uniforms they will be required to wear can allow them to feel like they are truly a part of the team and their thoughts matter. If it is possible, always ask for the employee’s opinion. Supplier - One of the biggest factors in selecting a hotel uniform is determining the supplier to use. While there are many great suppliers out there, make sure to go with one who is trusted. The supplier should have a wide selection of clothing styles and sizes to make it easier to choose the type of clothing needed. The products selected should be professionally tailored and made from quality materials. Choosing the best hotel uniform for the employees may be a difficult decision. However, paying attention to the details and making sure you are purchasing your products from the right supplier, you are sure to please both your employees and your customers. Additional information: www.kingofcotton.com

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

TECHNOLOGY TRENDS

Mega Trends in Hotel Technology Future-proofing networks; with guests sporting their own mobile devices, delivering standout guest room and mobile experiences is now about delivering robust, secure and accessible infrastructure. The number one thing guests want is for their Wi-Fi to work. Hoteliers are increasing their coverage and updating their networks to accommodate these demands. Beefing up security. With hackers becoming increasingly sophisticated peopleâ&#x20AC;&#x2122;s attitudes toward security are totally changed. Security is garnering investment particularly as payment becomes increasingly mobile and new nonbank payment vehicles emerge. Providing for more secure payments and data is the top objective driving technology investments for the hotels. Guest privacy in general is a growing challenge with the addition of mobile and social channels, and the increasing sophistication of data piracy is drawing increased investment in intrusion detection and prevention.

echnology has become critical to attracting and retaining hotel guests, and today that means investing in a wide range of solutions that create immediate and personal engagement. With rising expectations, surprise and delight has been replaced by expected and assumed. Reservations must be easily made via any smart device, guestrooms must facilitate any type of content, networks need to be rock-solid, and data is now your most valuable asset. Influx of international visitors. International leisure travel is on the rise. Hotels must be able to provide services in a multitude of languages, and tailored experiences properly suited to the culture and unique needs of their international visitors. Mobile presence everywhere; from mobile bookings, check-in options, room access â&#x20AC;&#x201D; mobile dominates the list of top new technology rollouts. The majority of guests today are self-sufficient, tech-savvy travelers who are comfortable using apps or mobile websites. Hotels need to make sure their offerings are up-to-date and user-friendly. At business meetings and conferences, travelers expect hotels and conference centers to have high quality tech equipment and a knowledgeable support staff. Need for seamless technology. Seamless connectivity across platforms and devices

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

is growing more important. Many hotel groups are offering mobile check-in and digital concierge services. Integrating mobile data. Hotels have long amassed data but underused it. Data is the most valuable asset for many brands, and tapping into it remains a priority to deliver the personalization that travelers want. Enabling guestroom tech; once a technology playground of on-demand content and flat screen TVs, the guestroom has become a challenging area for hotel technology. The most activity inside the guestroom remains boosting bandwidth in order to support the content and devices that guests are carrying with them. Hoteliers are also investing in delivery platforms to elevate the in-room experience and catch up to what guests have at home. That means bigger, better TVs that interface easily with guest mobile devices for a great viewing experience.

Destination promotion. The explosion of social media is causing hotels to become more involved in destination and selfpromotion. Many are featuring guestsâ&#x20AC;&#x2122; images and tweets on their websites; some are even using the material in their advertising campaigns. Real-time damage control; if a hotel guest is dissatisfied, he or she can easily complain on any of the social media outlets. Hoteliers must be able to quickly respond. Engaging with customers and responding to their needs through these public forums help maintain positive guest relations and drive future bookings. Energy conservation. For most hotels, energy is among the top three largest costs, so efficiency efforts are an attractive proposition in order to yield financial savings. Eco-friendly practices are becoming the norm, as properties focus on renewable energy resources and water scarcity. Many hotels are installing solar panels and updating systems so that air conditioners and lights automatically switch off when guests leave their rooms.

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Our platform reaches out to the Hospitality industry through the publication and events with partner associations such as

Insight Hospitality P.O. Box 36106-00200 Nairobi. Tel +254 (725) 735 350 690 Email: hotelier@insighthospitality.org | info@insighthospitality.org www.insighthospitality.org 13 INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

HOSPITALITY OUTLOOK

Marketing your hotel: Insights from Jumia Travel Hospitality Report

hen www.thinkwithgoogle.com, “Optimizing our mobile tools for easier and accounting for 59% of the site’s traffic as a team tasked with analyzing fast accessibility, adopting our website to compared to 37% mobile sourced traffic. consumer trends, marketing local languages and simply listening to both Only 4% of overall traffic originates from insights, industry research released The and annual report also breaksour down the and means of payment, a bid understand is partners’ our guests’ feedback in tablets. Theto trajectory is almost what replicated its case study on Jovago Google Hotel Ads, have equipped us with first-hand insights it comes to placing actual influencing the traveler’s choice. For instance, and despite the when continued adoption of bookings; mobile the results were both inspiring and thought on the market’s perspective.” The report, 70% of the visitors book via computers payments, 52% of guests still opt pay-at-hotel, a notable from the 47% recorded in provoking. in itsfor second edition shed light on domesticincrease while the remaining 30% use their travel trends while revealing interesting the premier report (2015). MPESA – a mobile money transfer platform takes up 32% of overall smartphones. A remarkable 88% higher conversion consumer behaviors. payments, 15% of the local domestic travel consumers pay via card. ratehotel as compared to anywhile other channels Payment options and preferences also and a record 8% increase in overall paid Understanding the hotel customer journey play a great role in determining whether search conversion rate. Fast forward to As Onyiego cites, one’s brand (hotel) needs a guest completes their booking with a A last minute, three-star nation? a year later, the company that has since to find a place in the customer’s mind desired hotel. The flexibility to chose, and 44% ofto domestic theirthegadgets for hotel destination rebranded Jumia Travel,travelers thus joininghit from inception stage throughand creating especially“search” in sensitivebarely matters a as week money theahead rest of (former) Africa Internet Group awareness and building brand endearment and security gives to theprefer end userplanning some sort of set travel date. On the other hand, a small fraction of travelers seem ventures to form Jumia Group, has grown to the actualization (booking) stage. This is control on their hard-earned cash – a ahead of time atthe7% forhotel moreeffectively than two months (prior to travelof date), and 15% for one-two to be a household name in online achieved by offering a seamless major plus. booking sector.However, it is worth of process and maximizing their accessibility months. note that once settled on the hotel, more than 20% will book a through various channels. The annual breaks down the week incustomer-centric advance, whilepractices same day booking (less than 24 hours) carries the report day atalso 25%. “Adopting means of payment, in a bid to understand and models has been of great help”, The study, which captures results from what is influencing the traveler’s choice. noted Cyrus Onyiego - Country Manager, over 2000 local hotels (on the website) For instance, despiteinthe continued In what now seems like a trend and lifestyle devotion, Kenyans still prefer and staying three star Jumia Travel during the presentation of shows Kenyans still prefer the good old adoption of mobile payments, 52% of hotels as compared to adding, any other rating. however, is a sharpguests dropstillfrom 2014/2015, where Kenya Hospitality Report 2016/17 desktop whenThis it comes to hotel searches, opt for pay-at-hotel, a notable

three star accommodation recorded a 50% share. Two star hotels seem to have bitten into the

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017 14share, to exhibit a sharp rise from the previous year to the current 31%.

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increase from the 47% recorded in the premier report (2015). MPESA – a mobile money transfer platform takes up 32% of overall hotel payments, while 15% of the local domestic travel consumers pay via card. A last minute, three-star nation? 44% of domestic travelers hit their gadgets for hotel and destination “search” barely a week ahead of set travel date. On the other hand, a small fraction of travelers seem to prefer planning ahead of time at 7% for more than two months (prior to travel date), and 15% for one-two months. However, it is worth of note that once settled on the hotel, more than 20% will book a week in advance, while same day booking (less than 24 hours) carries the day at 25%. In what now seems like a trend and lifestyle devotion, Kenyans still prefer staying in three star hotels as compared to any other rating. This however, is a sharp drop from 2014/2015, where three star accommodation recorded a 50% share. Two star hotels seem to have bitten into the share, to exhibit a sharp rise from the previous year to the current 31%.

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Under destination search, Nairobi defends her place as the business and (MICE) - meetings, incentives, conferences and exhibitions capital, while Mombasa and Rift Valley regions take the lead as the country’s leisure and recreation holiday centers.

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Our Contacts: Utalii House, 11th Floor. P.O. Box 42013-00100 – Nairobi. Tel: +254 (20) 32224000 Email: md@tourismfinance.go.ke. www.tourismfinance.go.ke EDITION 03 | APR - JUN, 2015

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Estelle Verdier, the Managing Director for Jumia Travel- East & Southern Africa attributes this shift to the growing number of properties now enjoying online, thus global presence when she said: “Through the last 3 years we have developed a unique solution for hotel managers to gain online visibility even when they are not connected to internet. By virtue of joining our platform, this enables them to get bookings which are actualized through our customer service team and travel advisors.”

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Dr David North INCLUDE: CORPORATE AFFAIRS & Grant Brown GROUP STRATEG COO | ZANDO Y DIRECTOR Greg Azzop Greg Solom | PICK N PAY ardi MANAGI Jeremy Hodar on MANAGING NG DIRECTO DIRECTOR a CO-CEO | AFRICA R RETAIL ESTATE | MCDONALD’S INTERNET | MR PRICE SOUTH AFRICA HOLDING Ramanathan Christine Hariharan Service COUNTR CEO | MAX, Y

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ELECTRO NIC SCAL ES & WE & RETAIL IGHING SY INDUSTR STEMS FO Y, AGRIC R HOSPITA “Accuracy ULTURE, LITY , quality MEDICINE & service AND COMM ” ERCE.

2014

Weighingg solution tionss at: Eng Tel: +25 Enginee +2544 703 ineering ring Dev 70355 Develop 5577 7764, elopmen 64,073 ment Ltd. 073 3 35555 7777 64.64. Ema Ema il: eng il: eng devdev INSIfrica @af@a GHT HOTELIE rica onli INSIGonli ne.c HT HOTE ne.c R | APRIL o.ke o.ke LIER - 06 | March JUNE

, 2015 - May, 2016

SUBSCRIPTION SUBSCRIPTION FORM FORM

Cheques payable to Insight Publications. Cash payments done through MPESA only. Cheques payable to Insight Publications. LIPApayments NA MPESA NO. 248816 Cash done TILL through MPESA only.

LIPA NA MPESA TILL NO. 787604

SURNAME

OTHER NAMES

SURNAME

DESIGNATION

COMPANY

DESIGNATION

PHYSICAL ADDRESS PHYSICAL ADDRESS ADDRESS

POSTAL CODE POSTAL CODE FAX

ADDRESS

FAX

Yearly subscription Rates 5,800/= Rates YearlyKshs. subscription Ushs.5,800/= 15,000/= Kshs.

LIPA NA

7 8 7 60 4

OTHER NAMES

COMPANY

LIPA NA

Subscription entitles you to: Subscription entitles 1) A free entry you to:to our Hospitality Conferences Expos. 1) A&free entry to our Hospitality Conferences 2) &4Expos. copies of each edition delivered every quarter your premises. 2) 4to copies of each edition delivered every quarter 3) toBasic of your your listing premises. Hotel, Resort etc on the Hotelier 3) Basic listing ofMagazine/ your online. Hotel, Resort etc on the Hotelier Magazine/ online.

Tshs.15,000/= 10,000/= Ushs. Tshs. 10,000/=

Return completed forms with payment of your choice to Insight Publications. P.O. Box 36106 City Square 00200 Nairobi Kenya

Where digital meets paper Where digital meets paper Return completed forms with payment of your choice to Insight Publications. P.O. Box 36106 City Square 00200 Nairobi Kenya

INSIGHT HOTELIER - 06 09 | March FEBRUARY - May,- APRIL, 2016 2017

OUR PRODUCTS

Corporate Wear Security & Disciplined Forces Work Wear PPE’s (Personal Protective Equipment’s) Branding & Promotional Knit Wear

School Sweaters Corporate Sweaters Sleeveless / Long sleeve Pullovers Security Sweaters Casual Sweaters

MOMBASA BRANCH: Manchester Outﬁtters Ltd, c/o Image First (EA) Limited, Amal Plaza, First Floor, Shop No. 10,, Near Mamba Village. Links Road, Nyali - Mombasa, P. O. Box: 46515 – 00100 (Nairobi), Tel: +254 733 556 600 / 704 448 402 / 704 448 305 / 736 777 562 Email: care@image-ﬁrst.biz INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

Thanks to our partners who made our events successful in the year 2016.

Exhibitors @ The Conference inclu

00202 Nairobi, Kenya. Tel+254-735-130134/+254-771-707889 Email: info@intersol.co.ke

Clique ltd

a No. 1 leading integrator of interactive solutions for Hotels, Schools and Businesses - supplying Technology, Distance collaborations solutions, projectors, computer lab solutions,Your teaching One Stop Hospitality Solution software, meeting room solutions among others

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 Hirley’s Furniture Logo*  Jovago** 

We look forward for your continued support in 2017. www.insighthospitality.org

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

HOTELIERâ&#x20AC;&#x2122;S CONVENTION 2017 Conference & Exhibition KENYA 2nd Edition Coming up

DATE July 19th - 20th

VENUE Nairobi

Event updates & booking.... events@insighthospitality.org +254 780 350 690 +254 725 350 690

hospitality EAST AFRICA

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

HOSPITALITY LISTING Insight Publication, the Publishers of Insight Hotelier magazine has dedicated some pages on our hospitality magazine to cluster hotels in the selected regions as below. The hotel listing will drive the cutting edge of aligning hotels who have subscribed to the publication and as per their rating status as directed by Tourism Regulatory Authority Kenya. We do urge hoteliers to subscribe to the magazine and also enjoy sending their delegates to our regional Insight hospitality conferences and Expo’s scheduled to be done annually as per the event calendar on the next page.

HOTEL LISTING CLUSTERS PER REGION Legacy Star Hotel P.O Box 506 – 60400, Chuka – Chuka T: 0722-335530 or 0707224487 E: legacystarhotel@survo.co.ke jmbuba@survo.co.ke Rating: 2 star Services available: *Conference facility *Accommodation: 40 rooms *Bar & Restaurant *Fitness Centre and Spa Abbey Resort P.O. Box 1550 – 20100 Nakuru - Kenya T: 0727 433 785 or 0711 737 813 E: abbeyresortltd@gmail.com info@abbeyresorts.co.ke www.abbeyresorts.co.ke Services offered: *Conference facility *Accommodation: 100pax *Bar & Restaurant *Children Playground

Boma Inn Eldoret P.O. Box 9208 – 30100, Eldoret - Kenya T: 0719 025 000 E: eldoretsales@theboma.co.ke www.theboma.co.ke Rating: 4 star Services available: *Conference facility *Accommodation: 88pax *Bar & Restaurant *Health Club & Spa *Swimming Pool *Airport Transfers Sirikwa Hotel P.O Box 3361 – 30100, Eldoret – Kenya T: +254 728 680 000 E: info@sirikwahotel.com, manager@sirikwahotel.com www.sirikwahotel.com Rating: 3 star Services available: *Accommodation: 210pax, 105 rms *Conference facility *Restaurant & Bars *Swimming Pool Watercrest Garden Guest House P.O Box 568 , Eldoret – Kenya T: 0704 455516 or 0722 404851 E: watercrestgarden@gmail.com Services available: *Accommodation

Kenmosa Resort P.O Box 200 - 30100 Eldoret – Kenya T: 0704-299885 or 0719-219521 E: info@kenmosa.com W: www.kenmosa.com Rating: 2 star Services available: *Conference facility *Accommodation: 26 rooms *Garden events Mid Africa Hotel Ltd P.O Box 3339 – 30200 Kitale – Kenya T: 0727 27707 or 054 31119 E: info@midafricahotel.com W: www.midafricahotel.com Rating: not rated Services available: *Conference facility *Accommodation: 45 pax *Outside catering *Tent hire

Kapsabet Hotel P.O Box 426 – 30300 Kapsabet – Kenya T: 0721 608 721 or 0712 432 855 E: kapsabethotel@gmail.com W: www.kapsabethotel.com Rating: Not rated Services available: *Conference facility *Accommodation: 17 pax *Outside catering *Sufficient parking

Trans Nzoia County Resort P.O Box 260 Webuye – Kenya T: 0725 712477 or 0732 296492 E: bemawakoli@yahoo.com Services available: *Conference facility. *Accommodation: 20 pax *Restaurant & Bar

5GB Sports Bar & G-zone Restaurant P.O Box 3970 – 30200 Kitale – Kenya T: 0773 300030 E: info@5gb.co.ke www.5gb.co.ke Services available: *Conference facility *Restaurant

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

Exotic Guest House P.O. Box 15783 - 00509 Kericho - Kenya T: 0725 619 619 E: exotic.ghse@gmail.com www.theexotichouse.co.ke Rating: not rated Services available: *Conference facility *Accommodation: 40pax *Bar & Restaurant *Wedding grounds *Children playgrounds

Kerio View P.O Box 51 - 30700 Iten – Kenya T: 0722 781 916 E: info@kerioview.com www.kerioview.com Rating: 3 star Services available: *Conference facility *Restaurant *Accommodation: 70 pax. *Paragliding 03

Sunshine Hotels Limited P.O Box 1910 - 20200 Kericho - Kenya T: 0721 700 358 or 0705 475 090 E: sunshinehoteltd@gmail.com www.sunshinehotel.co.ke Services available: *Conference facility *Accommodation: 62 pax, 51 rooms *Gym and sauna

Biblica Guest House P.O Box 60595 - 00200 Nairobi - Kenya T: 0707 251 040 or +254(0)20 2715058-9 E: biblica.guesthouse@biblica.com www.biblicaguesthouse.com Services available: *Conference facility *Accommodation

Saab Royale Hotel P.O. Box 15796 - 00509 Nairobi-Kenya T: +254 20 4401055 or +254 711 777 111 / 780 777 771 E: booking@saabroyalehotel.com www.saabroyalehotel.com

HOTEL SUPPLIER LISTING BY SERVICES Kitchen Solutions Nairobi Kitchen Care Ltd Sheffield Steel Systems Ltd Benham International Ltd EGA Ltd Kitchen & Laundry Professionals Serviscope E.A. Ltd Cutlery Solutions EAGM Clique Ltd CTL Ltd Lucky Interiors Ltd 03 Hardware & Automation Solutions Mustek East Africa Ltd IDS Next Business Solutions Aspire Software Ltd Furniture & Fittings Mango Ltd Hirley’s Furniture Creative Living Ltd Hospitality Mattresses Silentnight Ltd Slumberland Ltd Dr. Mattress

The Listing Categories are as follows:

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 - 09 | FEBRUARY - APRIL, 2017

uni industries East Africa Limited

Official launch with live demos at our state of the art TEST KITCHEN BAKERY SOLUTIONS

LAUNDRY SOLUTIONS

HOSPITALITY SOLUTIONS

SUPERMARKET SOLUTIONS

KITCHEN SOLUTIONS

REFRIGERATON SOLUTIONS

DATE: 22nd - 23rd Feb 2017

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Event Calendar 2017 Insight Hospitality East Africa will be running the 2nd edition of hotelier’s conference and Expo this year as a B2B Model of reaching out to the hospitality Industry as part of enhancing our reach out programme to the industry apart from the publication – Hotelier magazine which is a quarterly B2B magazine for the hospitality industry and beyond. Our main objective is to creating a platform of sharing with hoteliers the new trends, technological changes, training solutions as the supplier get to network and offer solutions to the industry based on the new developments in the industry among others with the support of industry stakeholder. Who should attend:

Hotel owners, Managers, Head of Departments / supervisors from hospitality sector covering all classes of Hotels, Camps, Lodges, and Resorts within the cluster regions as below.

Duration of the event: All our 2017 events will be a 2 day event per region which will include short seminars cum conference sessions, Exhibitions by solution providers and exceptional cases studies by solution providers.

National Events 2017

Kenya: Nairobi < 19-20 July 2017>

Region

Seminar Period

North Rift Region Central Kenya Region

22-23 Feb 2017 (Coming Up) 15-16 Mar 2017

Central & South 19-20 April 2017 Rift Region Nairobi Regions 19-20 July 2017 Eastern Kenya Region Western & Nyanza Region Coastal Region

12-14 Sept’ 2017

Rwanda : Kigali < 17-18 May 2017>

Event Venue Eldoret Nyeri Nakuru Nairobi Meru

Uganda : Kampala < Coming up>

Tanzania : Arusha + Dar es salaam < Coming up>

Hoteliers from the following towns to attend Kapsabet, Nandi-Hills, Kitale, Iten, Kabarnet, Malaba, Bungoma, Webuye, Eldoret cum adjacent towns. Muranga, Embu, Nanyuki, Nyahururu, Karatina, Narumoru , Nyeri cum adjacent towns. Naivasha, Gilgil, Nyahururu, Olkalau , Njoro, Elburgon, Molo, E/Ravine, Narok, Masai Mara, Nakuru cum adjacent towns. Machakos, Thika, Limuru, Nairobi & Adjacent towns cum Hoteliers from other towns can attend. Embu, Nkubu, Chuka, Maua, Chogoria , Isiolo, Meru cum adjacent towns.

Kakamega , Mumias , Nambale, Busia, Siaya, Ugunja, Vihiga, Kericho , Sotik, Bomet, Keroka, Migori, Homabay , Rongo, Kendubay, Oyugis, Kisii, Kisumu cum adjacent towns. 15-16 Nov’ 2017 Mombasa Voi, Kilifi, Diani, Malindi, Mtwapa, Lamu, Mombasa cum adjacent towns.  Respective dates to be confirmed in due course*** 18-19 Oct’ 2017

Kisumu

P.O. Box 36106-00200 Nairobi - Kenya; +254.735 350 690/0725 350 690; events@insighthospitality.org / www.insighthospitality.org or www.insightpublication.org

INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017

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INSIGHT HOTELIER - 09 | FEBRUARY - APRIL, 2017