Hotel Owner March

2014

EW N

E 4 IN 01 EL Y 2 AT A D M G 1 N — RI IL SP APR 28

DISCOVER THE HEARTBEAT OF FOODSERVICE AND HOSPITALITY

At Hotelympia meet over 1,000 exhibitors displaying the latest new products and widest range of innovation in food & drink and catering equipment. In 2014 the event presents a new spring dateline, live food demonstrations at The Skillery for leading cost sector caterers and Salon Culinaire making Hotelympia a must attend for anyone involved in the food service industry.

REGISTER AT HOTELYMPIA.COM/HO Image: citizenM London Bankside & ME London

W

E N 014

HOTEL Editor’s OWNER Editor Sam Guiry

sam@hotelowner.co.uk

Editorial Assistant Lauren Morton

laurenmorton@hotelowner.co.uk

Production Assistant/Design Maddison Mears copy@hotelowner.co.uk Senior Account Manager Hayley Pett hayley@hotelowner.co.uk Accounts Maureen Scrivener

maureen@mulberrypublications.co.uk

Customer Services 01206 767 797

customers@mulberrypublications.co.uk

Contributing writers

Carolyn Blunt, Peter Ducker, Angie Petkovic Cover

May Fair Hotel, London

letter

There can be no doubt that the big story over the past month has been the awful weather that has hit many parts of the UK, flooding both businesses and homes. The worst affected areas have been the South, West and South West and it is impacting the tourism industry with damage to premises and by putting tourists off from visiting these regions.

The British Hospitality Association has already expressed concern and is urging the government to step in and help. CEO Ufi Ibrahim says that the government must set up a marketing budget to attract tourists back and throw businesses a lifeline by offering a moratorium on VAT, PAYE and corporation tax payments.

Help has come with the Prime Minister’s announcement that affected hotels, restaurants and pubs can claim 100 per cent tax relief on business rates for three months and banks NatWest and RBS are offering a £250 million loan fund to help out those businesses that have been affected.

Perhaps the key area to address is to get the visitors back to these regions, as recently highlighted by property specialist Colliers International. Its hotels director Simon Wells has expressed concern about the 24-hour media coverage of the worst hit areas and adds: “We are hearing lots of stories of people phoning in advance to see whether they can still get to the hotel that they have booked and the reply in most circumstances is a resounding yes.” With the tourism board reiterating the fact that Britain is very much open for business, it’s hoped that visitor numbers will improve and a welcome break in the bad weather will get hospitality businesses back on track and ready for a busy spring season.

CONTENTS ISSN 2049-7709

Hotel Owner is published monthly by:

Trade talk 4

News and views from the hospitality industry

Table talk 12

The lastest news from the culinary sector Mulberry Publications Ltd, London: 14 Rosebery Avenue, London EC1R 4RD Tel: 020 7520 7066

Colchester: Wellington House, Butt Road, Colchester CO3 3DA Tel: 01206 767 797 • Fax: 01206 767 532

www.hotelowner.co.uk

The editor and publishers do not guarantee the accuracy of statements made by contributors or advertisers, or accept responsibility for any statement that they express in this publication.

The opinion of the contributors may not necessarily be the opinion of the publishers. Articles are considered for publication on the basis that they are the author’s original work. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying or otherwise, without the permission of the publishers. www.hotelowner.co.uk

Trend talk 14

Ideas from the design sector to inspire

Rock ‘n’ roll chic with a trendy Brighton backdrop 18 Launch pad 22

Innovative products and services for the hospitality sector

Tech talk 26

What’s not to like? 28

Social customer service expert Carolyn Blunt looks at the increasingly important role that social media is playing in the hotel sector

Show stoppers 31

Serving up all the latest product innovations and future trends at the UK’s largest food service and hospitality exhibition

Dedicated followers of fashion 36

No longer purely functional, today’s modern day workwear reflects the latest style trends

Bean there, done that 40

Lauren Morton takes a look at the latest tastes from the some of the key players in the coffee sector

Innovations giving today’s guests tomorrow’s technology

Hotel Owner | 3

TRADe TALK

Trade talk

News and views from the hospitality sector

New hotel for Nottingham city centre A historic building in Nottingham city centre has undergone a £1.5 million transformation into a new boutique hotel, bar and brasserie.

The Bentinck Hotel on Station Street and now features 13 luxury bedrooms furnished with comfortable beds, flat-screen televisions, power showers and free Wi-Fi. The building dates back to the 18th century and has been developed to a high standard, while still maintaining many of its

traditional period features.

Owner of the Bentinck Hotel Ken Burt said: “It is great to see such a beautiful building brought back to its former glory.

We are offering guests the choice of 13 unique luxury bedrooms, all with their own modern amenities and individual features.

The restaurant will be serving up a fantastic breakfast, lunch and dinner menu, while the bar has a wide range of premium drinks on offer.”

Floods coverage could harm recovery in hospitality sector The 24 hour media coverage about severe flooding in Somerset and Gloucestershire could do more harm to the South West’s recovering hospitality sector than the flooding itself, according to sector expert Colliers International.

Hotels director Simon Wells said many pub and hotels businesses had been lucky enough to escape the devastation witnessed around the Somerset Levels, Dawlish, Tewkesbury and Gloucester but were still seeing reduced footfall as people stayed away, not just from their village pub but from the region as a whole.

He said: “Listening to a number of our clients over the last few weeks they have all told me that the high levels of media coverage about the flooding on the Somerset Levels is affecting their trade, even if they operate in entirely different areas. Without seeking to diminish the impact or effect of the flooding the fact is it is still confined to a relatively small area of the South West.”

There is concern among publicans and hoteliers that the non-stop coverage is having an effect well beyond the flood impacted areas with visitor numbers even falling in Bath – 30 miles from the Somerset Levels.

He added: “While the Somerset Levels are clearly suffering enormous hardship it is a small part of the region as a whole and should not put people off taking a break in the wider region.”

employee of the Year named at Grand Hotel

The Grand Hotel Eastbourne recently named its Employee of the Year at a ceremony hosted in its Compton Room.

This year’s winner was part-time 4 | Hotel Owner

switchboard operator, and telesales agent for the Club Elite Office, Lynda Nichols. She has worked at the hotel for two and a half years and has followed in the footsteps of her father who worked at luxury hotel Great Fosters in Egham before being offered the position of general manager of the Beverly Hills Hilton by Conrad Hilton himself.

Achieving the title of Employee of the Year is no mean feat. The criteria for selection includes assessing staff on their aptitude and efficiency in various categories from performance, responsibility, ommunication and supporting others, to consistency, positivity and working well under pressure.

Lynda said: “My work ethos was instilled in me by my parents, but particularly my father, and it was his advice to “do your very best and always go the extra mile”, which is how I have always approached my work.”

Lynda was rewarded with a two night stay for two with dinner at any Small Luxury Hotel in England.

General manager at the Grand Hotel Eastbourne Jonathan Webley commented: “It was clear that Lynda’s dedicated approach and undoubted love of the hospitality industry made her the obvious choice for this year’s aware and we congratulate her on her win.” www.hotelowner.co.uk

Birmingham and Solihull tourism industry to boost growth Birmingham and Solihull could be home to one of the UK’s first tourism business improvement districts (TBID) if plans for a new private-sector led approach to marketing the area’s visitor offer are agreed by local hotels.

Plans drawn up by representatives of the area’s visitor economy and Marketing Birmingham propose a new means of deciding how to promote and fund the area’s visitor offer. Birmingham and Solihull attracted a record 39 million visitors in 2012, boosting the local economy by £5.9 billion.

The area’s strong visitor economy has the potential for further growth with significant investment in its transport connectivity and leisure offer expected in the coming years.

Michael Mason, general manager of the Crowne Plaza Birmingham City Centre hotel and chairman of the Midlands Association of Restaurants, Caterers, Hotels & Entertainment (MARCHE) said: “A tourism BID would provide a real opportunity for

local businesses to take a bigger role in shaping the future of the sector. Greater Birmingham has always been an innovator and this current tough environment gives us an opportunity to once again demonstrate leadership to the UK’s tourism sector and create our own innovative model for delivering success.”

Lee Alibone, general manager, nitenite cityhotels Birmingham, added: “Our profile as a tourist and business destination is growing nationally and internationally, and we have to capitalise on that. The proposal to create a Birmingham and Solihull TBID is a positive move, which will allow the industry to control its own destiny. Like every other industry, ultimately we are responsible for our own growth.”

Marketing Birmingham is currently consulting with hoteliers and hotel groups on proposals outlining what the Birmingham and Solihull TBID can achieve, the activity it will deliver and how it will be funded.

Save the date in your diary for Skills Show

Following on from the success of last year, plans for the UK’s largest skills and careers event are now underway.

To be held at the NEC in Birmingham from Thursday 13 to Saturday 15 November the Skills Show aims to inspire and educate young people about the exciting opportunities in further education, skills www.hotelowner.co.uk

and apprenticeships available to them.

Last year the show welcomed more than 80,000 visitors over three days and demand is expected to be just as high for tickets this year.

Interviews are available for you with the relevant businesses, sponsors, volunteers or senior members of the Skills Show team, to ensure you get the most out of your visit. To confirm your attendance, enquire about businesses within your sector involved in the show, and to request interviews please email Ella or Alex at theskillsshow@manifestcomms.co.uk or call 0113 242 9174.

Angie Petkovic offers advice on incorporating top end wines into your F&B offering

Q

I have done a stock check of my wine cellar and an analysis of what has sold over the last year. I realise I have a lot of money tied up in expensive wines that are simply not selling. Is everyone else finding this?

A

You don’t say whether your wine list/ cellar is a feature of the business or a passion of yours, but having done the analysis now is a good time to consider how it fits with the strategy and marketing for the business.

It either needs to be a passion which you turn into a USP, or you need to make the decision to focus on other USPs and how you market them.

If it’s the former, then you need to keep the expensive wines and set out to market them properly. It could be that the style of menu you have does not encourage the more expensive wine sales, or your staff haven’t been trained in selling. Have you updated the wine list recently? Is it well segmented? Does it market each wine individually and enticingly?

It could simply be that a refresh, or a new way of presenting will help. Take a step back and see how you are viewed by your customers, then consider how you can drum up trade.

Here are some event suggestions – what about a wine tasting night, a sommelier event or something similar to get those lovely wines selling! How can you sell off the surplus?

Matching wines to courses and having your wine merchant take people through the wines can help boost sales. A featured wine of the month lets you reduce the profit margin, making it an affordable treat without it appearing at a knock down price. Regular events or clubs, charity events or even an auction of your wines can get people talking!

Whatever you do, promote these events on your printed bills, website, newsletters and in the establishment as well as getting some local PR! Even if wine isn’t your passion, these events can be great for the next few months to help you realise some of the value in the stock.

Hotel Owner | 5

TRADe TALK

Don’t miss out on easy Key industry figure predicts strong growth money, be prepared Stewart Campbell, He said: “Looking at the outlook for It has come to our attention recently that many hotels are not set up to take customers’ bookings 12 months in advance. While a customer is still in your hotel, feeling happy with your service and having a wonderful time, why not encourage booking for next year? We call it STAY (same time another year).

The most baffling part for us is that customers who want to book in advance for next Christmas and New Year are being let down by this lack of organisation from hotel owners. We are already inundated with enquiries for next year’s seasonal stays but after calling individual hotels for their rates, we found that only one of them could offer the customers something that met their specific requirements and take a definite booking.

Guess who is the winner in that scenario?

If you are not promoting and taking bookings while customers are in buying mode you are missing an opportunity. Why not think a little ahead and be prepared for the early bird bookers? Not every customer books last minute these days, and in our experience many customers like to make sure they get the best rooms on the key dates. This is especially true when large family groups are travelling together, as for them early booking is vital in order to secure the correct room allocation.

This type of booking is easy money for a hotel if they simply plan in advance. Early booking incentives are a great way to guarantee this.

Why reward the customers who book late and wait for cheap deals, when you could reward loyal customers who book a year in advance?

By thinking strategically, hotel owners can benefit from:  Securing repeat bookings  Rewarding loyal customers  Peace of mind and less pressure trying to fill empty rooms at the last minute  More time to plan ahead  Most importantly, happy customers!

If hotel owners aren’t sure about how to encourage customers to book for the following year, they could perhaps consider offering price freezes, a complimentary night tagged on to their stay at quiet times, upgrades or simply the same service, quality of food and great experience next year.

6 | Hotel Owner

managing director of the UK’s largest independent hotel management company, Redefine|BDL Hotels, suggests early indications for the year show a return to form for the industry.

The figurehead of the firm – which oversees management of 56 hotels throughout the UK, Liberia and South Africa – outlined his predictions following a stream of sustained new business from international hotel developers looking to expand their portfolio in the UK.

the year ahead, 2014 certainly appears to have massive opportunity for the hospitality industry to get back on its feet after a tough few years. The forecast from the business leader was echoed in a report by global investment specialists Ernst & Young which also forecasts a solid financial performance by hotels in 2014.

Stewart added: “It’s clear the tide is shifting and it looks like further growth is on the horizon. In London I expect to see Revenue Per Available Room (RevPAR) projections to rise by around four per cent year-on-year (YOY), while regionally RevPAR figures should hit growth of up to eight per cent YOY, albeit from a lower base.”

Key appointment for West London’s K West West London’s contemporary K West Hotel & Spa has appointed Martin Hurley as its new general manager.

Martin has over 20 years’ experience in the hotel industry, bringing with him a wealth of knowledge gained from working in a broad range of

roles within the hospitality sector.

Most recently, he held the position of general manager of Holiday Inn Brent Cross for InterContinental Hotels Group. Prior to this, he worked for Whitbread Hotels & Restaurants for 15 years, overseeing the operations of six hotels across North London.

Commenting on his new appointment, he said he was looking forward to bringing a fresh drive, energy and passion to K West Hotel & Spa.

New focus for 5-star B&B Swan House, a boutique bed and breakfast in Hastings, has found new focus and drive since being named as a regional winner in the 2013 FSB WorldPay UK Business Awards.

The luxury bed and breakfast was announced as a finalist in the Micro Business category of the small business awards in 2013 and has continued to strive to maintain its 5-star gold rating. The hotel, which is run by Brendan McDonagh and his business partner Lionel Copley, has been in business for more than seven years and is currently the number one bed and breakfast in the Hastings area on Trip Advisor.

Co-proprietor Brendan McDonagh said: “Being named as a finalist in the awards is very humbling, but what was great was that it allowed me to ensure the processes we have in place are the best they can possibly be.

“Running a small business means that sometimes other things can take priority, but compiling an award entry focuses your attention on overheads and IT processes. By entering the FSB WorldPay awards we have been given a new motivation and are really keen to adopt this new energy and move forward to maintain our 5-star reputation in and around Hastings,” he added. www.hotelowner.co.uk

Call us on 0845 643 2879 to discover how Ophelia can improve your Guest Offering from as little as £1/room/month*

* Terms and Conditions apply, price varies with room count.

http://www.talisyn.co.uk

info@talisyn.co.uk

0845 643 2879

Call the Sleep

Experts One of the Leading Suppliers of Beds & Mattresses with FREE FAST

DELIVERY ACROSS THE UK* we can supply;

New & Exculsive British Bed Co. Waterproof, Breathable Mattress.

Mattresses, Bed Frames, Divans, all in stock!

We cater for everyone including: Landlords • Hotels • Guest Houses • Holiday Cottages • Leisure Parks • Caravan Parks • Static Caravans.

Call: 0800 5677625 FREE Next Day Delivery no matter how many you need!

THE

BRITISH BED

CONTRACT View our massive range online at: www.mattressman.co.uk/contract * Orders over £45 qualify for FREE NEXT DAY DELIVERY made before 4pm Monday to Thursday.

CO M PA N Y

5 7

Contract Source 5 adhering to BS7177 for your establishment

TRADe TALK

At face value A website can only tell you so much says Peter Ducker FIH, chief executive of the Institute of Hospitality and there is no substitute for face-to-face networking In my last column I spoke about how the UK’s return to economic growth is creating an even more competitive labour environment and the large swathe of new openings in central London is putting great pressure on hoteliers and restaurateurs to fill positions at all levels.

Four years ago the Institute of Hospitality inaugurated an annual event designed to bring employees face-to-face with our best hospitality management graduates. The event, known as Passion 4 Hospitality, includes a student debating competition with teams from universities such as Oxford Brookes, Brighton, Surrey, Birmingham and West London competing each year. There are also panel debates, speed networking sessions, and an additional contest in which teams compete to make the correct strategic and operational decisions while running a virtual hotel.

The event has grown over the years and it is always a privilege to listen to the quick wit and public speaking skills that the students put into winning over the audience to their point of view.

I recently spoke to Simrian Kaur, a runnerup with the London Metropolitan University team last year. She graduated last summer and is now working in foodservice for BaxterStorey, in a job that she “really loves.” I was very

“face-to-face meetings, and not the newest virtual technologies, are still the most advantageous means for successfully achieving most business outcomes” pleased to learn that she got her position as a direct result of her proactive approach to participating in our Passion 4 Hospitality debating competition. Before attending the debate, Simrian had researched BaxterStorey and was impressed with what she learned about the company. She also received information about who was judging the competition and knew that one of the judges, Thomas Kilroy, was a BaxterStorey manager. “P4H was a huge platform and I knew what I wanted to get out of it. I wanted to get a real understanding of BaxterStorey.

A website can only tell you so much, but a person who works for the company can tell you much more about what it’s really like day-to-day,” she said.

Simrian’s team intelligently tailored their presentation with the judges’ careers and positions in mind. She mentioned BaxterStorey during the presentation. She added: “It was great to see that spark in his eye and see that he was someone who genuinely loves what he does,” she remembers. As a result of meeting Thomas, Simrian was offered a six-week trial as part of BaxterStorey’s graduate management scheme now she is a graduate trainee manager.

Surprising accolade for Warwickshire Hotel A former Cistercian Abbey in Warwickshire has been recognised as one of the most extraordinary hotels in the UK. Coombe Abbey country house hotel, just outside Coventry, has been named as one of the country’s 10 most surprising stays by travel

8 | Hotel Owner

website Booking.com. The site, which holds more than 25 million reviews worldwide, asked Britons to rate what was important when planning a holiday at home, with 77 per cent stating they looked for something a little more unusual when choosing a staycation venue.

Simrian’s experience demonstrates that networking and participating in industry events, such as Passion 4 Hospitality, is still the best way of making personal contacts within our industry and bringing us into contact with people we would otherwise never meet.

A recent study by Christine Duffy and Mary Beth McEuan for Cornell University’s Center for Hospitality Research found that face-toface meetings, and not the newest virtual technologies, are still the most advantageous means for successfully achieving most business outcomes. They concluded that face-to-face meetings were consistently more effective in: • Capturing participants’ attention.

• Inspiring a positive emotional climate and catalysing collaboration.

• Building human networks and relationships.

No matter how technology-dependent communications have become, and how useful social media is, at the end of the day a website can, indeed, only tell us so much.

Getting out and networking at industry events can be hugely beneficial for both those seeking employment and for businesses looking for new talented recruits.

Coombe Abbey, which was built as a Cistercian Abbey in 1150AD, was listed as one of 10 unique and highly rated properties able to fulfil this brief, with Booking.com highlighting its historical connections and unusual bedrooms, many of which offer hidden surprises such as bathrooms hidden behind bookcases.

The hotel, owned by the aptly-named No Ordinary Hotels Group, was also commended for its distinctive events programme, which includes regular murder mystery evenings and ghost hunts.

Ron Terry, General Manager at Coombe Abbey hotel, said: “We’re absolutely honoured to have made it onto Booking.com’s list of the top 10 most surprising UK stays and hope visitors from across the country will enjoy discovering what we have to offer.” www.hotelowner.co.uk

TempTest ® 1

with 360° rotating display

‘The manufacturers of the Thermapen® bring you another totally innovative product that can be read from any angle, in either hand - making temperature readings that much easier!’

l three second readings l waterproof to IP67

Made in Britain

www.etiltd.com

TRADe TALK

Hotel team clean up their act Swinton Park Hotel staff celebrated course success after polishing their hygiene knowledge with the help of Spectrum Cleaning Solutions.

The team attended a COSHH and cleaning and hygiene course, which resulted in them receiving a signed certificate of competence.

The luxury castle hotel, within a 22,000 acre estates owned by the Cunliffe-Lister family since the 1880s, provides the feel of a lavish home rather than a hotel and the housekeeping team regularly clean the antique artefacts, furniture and family portraits.

Hotel employee Susan Morris said “We are always looking to gain more knowledge that will help us enhance our guest experience. Working closely with Spectrum allows us to utilise their knowledge and experience so that we can ensure the hotel is cleaned sympathetically and is as hygienic as it can be for our guests.”

Bar supplier offers tips on boosting profits Leading mobile event bar supplier Zest Mixology has launched a set of training services aimed at enhancing bartender’s skills within the licensed trade and hospitality sector.

There are six courses available which can be delivered in your own bar area including interactive sessions on up-selling skills; spirits category training; cocktail mixology; wine training; customer service and flair skills. Sessions can be specifically tailored

to the needs of bartenders, from beginner to advanced levels, and are typically delivered in two hour sessions.

The company can also create bespoke sessions for individual venues whether this is teaching a new bar team how to effectively up-sell the brands on their own backbar and infusing spirits for cocktail making, to pouring the perfect Cosmo.

For more information call 0207 0997 832 or go to www.zestmixology.com

Sleeperz Hotel to open in Dundee waterfront development Sleeperz Hotels, the innovative UK budget hotel company, is to open its fourth UK hotel in partnership with Dundee City Council, as part of a £1 billion regeneration of Dundee’s waterfront and railway station.

Sleeperz Hotel Dundee will be a 120-bedroom property in a stylish curved concourse above a new £22 million redeveloped rail station, with panoramic views over the River Tay and onto the 10 | Hotel Owner

new waterfront plaza. Dundee’s aterfront regeneration is one of the biggest of its kind ever to take place in Western Europe and will transform the city as a leisure, tourism and retail destination.

David Myers, chief executive of Sleeperz Hotels, said: “Sleeperz Hotels is an innovative fast growing company with ambitious plans to expand our portfolio of UK lifestyle hotels and is delighted to

secure such an exciting development.”

Since opening its first UK hotel in Cardiff in 2008, less than 300 metres from Cardiff rail station, Sleeperz Hotels has been leading a modern revival of the classic British railway hotel. The company specialises in building stylish and affordable city centre lifestyle hotels, often on awkwardly shaped land, close to mainline rail stations. www.hotelowner.co.uk

Are you up for the challenge?

In 2013, Hospitality Action witnessed an unprecedented increase in requests for financial assistance, culminating in a 20 per cent increase in people awarded grants and an 18 per cent increase in monies spent. The charity supported 1,696 people through their grants and befriending schemes, spending £508,000.

With 77 per cent of applicants under 60 years old, Hospitality Action’s support remains significant for both those who have retired and for those who are still working within the industry.

There are plenty of ways to get involved and help support the work of Hospitality Action – challenge events are a great way to raise funds and get fit at the same time!

Whether cycling on land, swimming in the North Sea or jumping into the air from a 10,000 foot height, each individual has so much potential to make a difference, all you need to do is take the leap!

Great Manchester Run Taking place on 18 May, Hospitality Action has 25 places to fill on this iconic 10K run.

The race always has a fantastic atmosphere and participants can look forward to a “run-through” shower en route, as well as live music from “Bands on the Run” to help keep them motivated every step of the way.

Cotswold Cycle Challenge This stunning adventure-filled bike ride on 26 May passes through some of spectacular and unspoilt Cotswold countryside on what is expected to be a beautiful Bank holiday. This is a wonderful way to enjoy the day with your family, and for those more experienced riders to take on the 61 or 100-mile routes planned. There will be feeding stations at various points and a chance to enjoy a BBQ once the cycle challenge is completed. www.hotelowner.co.uk

British 10k Run A day to remember with this quintessentially British run through the heart of London! This is your chance to soak up the cheering crowds and lively atmosphere that make this 10k run so enjoyable. Catch up on your windowshopping as you run through Piccadilly, admire the art as you fly past the Tate Modern, before waving hello to the Horse Guard’s Parade at the finish line. Taking place on 13 July, there are a limited number of spaces for this run so sign up and be a part of this remarkable event.

The Prudential Ride London-Surrey 100 Billed as the ‘London Marathon on wheels’, this exciting cycling challenge on 10 August is London’s first Olympic legacy event.

Starting in the Queen Elizabeth Olympic Park and ending on The Mall, you can join thousands of cyclists for this 100-mile cycle in and around London and Surrey. You’ll be given full support from Hospitality Action along the way and by signing up to raise the minimum sponsorship of £450, you’ll be making a big difference.

York to London Cycle This year, Hospitality Action is getting into the spirit of the Tour de France by organising a York to London Cycle Challenge on 12 to 14 September. This route will give participants the opportunity to cycle 241 miles over three days (or the option of riding 100 miles per day for those up for a bigger challenge) and will be supported all the way by experienced and qualified guides.

For more information about these challenge events, please visit www. hospitalityaction.org.uk/events or email fundraising@hospitalityaction.org.uk

employee of the Year named at Luton Hoo With its reputation for outstanding service continuing to be a top priority, Luton Hoo Hotel, Golf & Spa recently named its ‘Employee of the Year’ at an event hosted in its exclusive use venue, Warren Weir.

With over 235 staff working at the luxury country house retreat, becoming Employee of the Year is no mean feat. Management’s strict criteria for selection includes assessing staff based on their aptitude and efficiency in various categories such as performance, responsibility, communication, supporting others, consistency, positivity and working well under pressure.

This year’s winner was announced as its marketing and PR co-ordinator, Marnie O’Neill who has worked at the hotel for two years. She studied BSc Hons Communication, Advertising and Marketing at the University of Ulster, Belfast before living and travelling around Australia where she worked as a personal assistant to the director of Australia’s largest backpacker travel agency, PeterPan’s.

She said: “It is a great honour to receive this award as everyone at Luton Hoo knows how difficult it is to be nominated. I was absolutely stunned when I found out and I am looking forward to enjoying my prize.”

She wins a two night stay for two people including dinner at any Small Luxury Hotel or Pride of Britain Hotel in England.

Hotel Owner | 11

TABLe TALK

Table talk

News and views from the hospitality sector

Flemings launches new menu partnership Luxury 4-star boutique hotel Flemings Mayfair, has teamed up with TV chef Rosemary Shrager to create a new à la carte menu for its restaurant The Grill.

The By Rosemary Shrager menu includes a series of dishes created especially by Rosemary, her executive chef John Rogers and Flemings’ head chef Brian Henry. The menu was developed at Rosemary’s cookery school in Royal Tunbridge Wells and following a taster session with the Flemings’ team, the final 12 dishes were decided upon including a Gratin of Smoked Haddock with

Leeks and Toasted Brioche, Pigs Cheek with Pomme Puree, Red Cabbage and Cider Jus and a Prune Frangipane for the Spring menu.

General manager of Flemings Mayfair Oliver Brown said: “We’re delighted that Rosemary has joined the Flemings family.

With Rosemary being born and bred in London, just a stone’s throw from Mayfair, she has a love of traditional, British food using seasonal ingredients, and is the perfect fit to refresh our menu at The Grill. I can personally attest that the dishes are fantastic – and I am confident our diners will agree.”

Who will be crowned Cordon Vert Chef of the Future?

The Cordon Vert vegetarian cookery school is challenging all chefs (meat eaters, veggie or vegan) to take part in the Chef of the Future contest 2014.

Budding amateurs or professional chefs can 12 | Hotel Owner

take part in the annual vegetarian cookery contest to find the best chef in the UK. The live final, on Wednesday 21 May, will see four contestants producing a three course meal, plated for four people, within three

PM wine and dines French President

Prime Minister David Cameron chose one of the pubs near Brize Norton to entertain French counterpart Francois Hollande.

PM David Cameron took Monsieur Hollande to the Swan at Swinbrook during the high profile visit Cotswolds hospitality specialist Peter Brunt (pictured above) said: “It’s such a feather in the cap for the Cotswolds that the PM felt comfortable whisking the French Premier around to a pub rather than heading off for some bistro in London. He would certainly have been spoilt for choice for good pubs within a few miles of Brize Norton because there are many that would have been equally impressive for the French premier.”

hours. Written applications need to be in by 16 April with full details of the menu (including an ingredients list) and an explanation of why you think you should be the Chef of the Future 2014.

Alex Connell, principal tutor at Cordon Vert, said: “We are in our sixth year of the competition and have continued to see some unbelievable food being created by our finalists each time. We are looking forward to this year’s contest especially as the final will take place during National Vegetarian Week 2014. Dishes should be presented to the highest standards, and should be able to hold their own for vegetarian and meat-eating audiences alike.”

For a full set of competition rules and details visit www.cordonvert.co.uk/chefofthefuture or call the Cordon Vert team on 0161 925 2000. www.hotelowner.co.uk

Finding the culinary stars of the future

owners of the Grove to open brand new beachside restaurant The team behind the Grove, Narberth, one of Wales’ finest luxury hotels are set to unveil the brand new coastal restaurant.

Coast is a stunning beachside venue at Coppet Hall near Saundersfoot and is due to open in early spring. The spacious front terrace to Coast will enjoy fabulous views of Coppet Hall beach with seating for up to 80 guests. Inside, the restaurant will seat an additional 60 guests, with the small Café Bar seating 12.

Owner Neil Kedward said: “We›’re hugely excited to be unveiling the beachside Coast and the venue will a offer a unique food experience focused on fabulous Pembrokeshire produce together with unrivalled beach views.”

The team are still searching for a talented and experienced head chef to run the busy seaside restaurant to Good Food Guide Score 3/4.

Applicants can forward CVs and covering letters to neil@thegrove-narberth.co.uk.

The eastbury Hotel appoints new head chef

The Eastbury Hotel, Sherborne, has appointed new head chef, Matt Street, to continue its long tradition of producing award-winning locally sourced food.

Matt takes over the reins at an exciting www.hotelowner.co.uk

time for the Eastbury, which has just scooped Silver at the South West Tourism Awards 2013 in the Taste of the South West category. It also picked up a host of accolades at the Dorset Tourism Awards at the end of last year, including Gold Eating Out Award; Silver for Hotel of the Year, and the Winner of Winners Award for its consistency of excellence and ambassadorial role for Dorset.

Matt reached the knock-out stages of MasterChef The Professionals in 2009 and made it through to the regional finals stage of the Roux scholarship in the same year. He said: “I have been working at the Eastbury for the past six years and for me this is very much business as usual, producing great food in a lovely setting, using only the very best of local produce as well as herbs, edible flowers and honey from our own beehives.

Our new menu sums up my approach to cooking, which is simplifying refinement – taking classics and giving them a modern twist, but always with clean, elegant and simple flavours.”

Essential Cuisine is once again supporting the Craft Guild of Chefs in its bid to find some of the UK’s best young chefs with the return of the Gradate Awards for 2014.

Successful candidates will have to pass a number of culinary challenges in a high pressured environment and must achieve a score of 85 per cent if they reach the final exam. Josh Bingham from Le Manoir aux Quat’ Saisons was last year’s Highest Graduate Achiever with a score of 90 per cent. He said: “I entered because it felt the right time to test myself against chefs of a similar level while pushing myself to learn more and become a better chef. It was great to meet like-minded people and make new contacts during a fun, yet challenging, experience.”

Chefs have until 10 May to submit their paper entries, after which a select few will be invited to take part in a regional cooking test.

These will take place on 11 June at Sheffield College and Cardinal Wiseman School Greenford. On 28 August the final exam takes place at University College Birmingham and the results will be announced at a glittering awards ceremony on 5 September at the Landmark Hotel.

To enter the Graduate Awards, visit www.craftguildofchefs.org for an entry form.

For more information, email enquiries@craftguildofchefs.org or call 0208 948 3870.

Hotel Owner | 13

TReND TALK

Water feature This stunning Nouveau Petite freestanding modern bath from Clearwater Baths is the latest to join its comprehensive range. Manufactured from twin-skinned Lucite Acrylic, Darren Allison for the company says: “This Nouveau Petite bath is just 150 centimetres long and its footprint is even smaller. The proportions are flawless and make it a perfect complement to bathrooms or bedrooms.�

Although more compact, the Nouveau Petite is a full three centimetres deeper than the market norm at 63 centimetres. It is available in white only and guaranteed for 10 years.

Information: 0845 539 0055 or www.clearwaterbaths.com

14 | Hotel Owner

www.hotelowner.co.uk

Trend talk

Let there be light

Ideas from the design sector to inspire

STAY cool in Scotland’s capital A trendy hotel in the heart of Edinburgh’s Old Town has recently unveiled its brand new, quirky range of rooms.

From iPod docks, computer games and tennis tables to Smeg fridges full to the brim with beers and wine, STAY Central aims to cater to all needs while injecting a heavy dose of fun into Edinburgh’s thriving hotel scene.

Designed by acclaimed specialist Jim Hamilton, who is the creative mind behind hotels such as Tigerlily and Hotel Missoni in Edinburgh, STAY Central is finished with plenty of quirky touches that truly encompasses his unique style.

Laura Keay, who is part of the STAY Central team, said: “Catering to a whole host of needs, we have kitted out STAY Central with everything to be expected in a modern hotel including complimentary Wi-Fi, rainfall style showers and GHD hair straighteners. In addition, we have also added a number of unusual features including furniture stencilled with Edinburgh Festival memorabilia, a giant map in our urban styled reception where guests can ‘Pin Your Place’ and a chill out zone to sit back and relax after a busy day in the hustle and bustle of the city.”

With its soft modern appearance and renowned Astro quality, the new Limoges wall light is ideally suited to contract and highend domestic use.

Equally at home in a modern or traditional interior, it is cleverly designed to be eye-catching yet adaptable.

Characterised by elegant and flowing lines, the single, twin and triple formats each possess an individual style while retaining a strong family identity. Lampshades in white, black and oyster can be specified separately.

Information: www.astrolighting.co.uk

Sign of the times

Vispring introduces the Hotel Devonshire British luxury bed maker, Vispring, introduces the Hotel Devonshire, created especially for use in hotels.

Entirely handmade by Vispring’s master craftsmen, it is generously filled using the Platinum Certified pure British fleece wool, sourced from farms in Devon, where Vispring’s factory is based. The company says: “Wool is an ideal fibre for hotel beds, it is

www.hotelowner.co.uk

incredibly durable, as well as being soft and warm. It is also naturally fire retardant and so fewer harsh chemicals are required to meet British fire safety standards.”

Woollen beds are also naturally hypoallergenic and resistant to dust mites.

They also draw moisture away from the body and release it into the air, maintaining a clean and hygienic sleeping surface.

With housekeeping staff in mind, the Hotel Devonshire has been designed to take advantage of the lightweight nature of wool. This makes flipping the Devonshire considerably easier than most pocket sprung mattresses.

To request Vispring’s hotel range brochure, call 0800 592 952 or visit www.vispring.co.uk

Signbox has launched Lumos², the latest version of its patented LED illuminated signage. Available in standard white and a vivid range of LED colours, Lumos² is ideally suited to applications such as cloakrooms and meeting rooms. Energy efficient with a rated life of around 50,000 hours, the ultra bright 1W Luxeon LEDs are described as “fit and forget” devices.

Precision engineered in satin anodised aluminium, Lumos² is designed to support and edge illuminate laser etched acrylic panels resulting in a contemporary, stylish appearance and they can also be fully weatherproofed for external signs.

Information: www.signboxshop.co.uk Hotel Owner | 15

TReND TALK

ethical soft furnishings

High tea The Mandarin Oriental Hyde Park in London is delighted to announce that it will be opening a new venue in the spring.

Capitalising on the hotel’s iconic location in the heart of fashionable Knightsbridge, the Rosebery, named after Lord Rosebery, was once a stylish tea room in the early 1920s, and has made a welcome return to its roots. The interior design, created by G&A Designs, captures the room’s Victorian origins, blended with contemporary touches. The design also makes

full use of the expansive space and height of the room and its abundance of natural light.

A beautiful fireplace is a central feature, together with specially commissioned one-of-a kind art pieces. Every element in creating the afternoon tea and champagne salon has been bespoke, including the new Rosebery China Collection by William Edwards, glassware

by John Jenkins and uniforms designed by one of Britain’s young fashion designers, Charlotte Taylor.

Giant dome transforms Austrian skyline Solardome Industries has announced the official opening of an extraordinary new building on the shores of Lake Attersee in Austria.

Kristall Salz Welt who specialises in wellbeing, in particular salt healing, has designed and built a contemporary new facility featuring a striking nine metre diameter SOLARDOME PRO geodesic dome skylight, with the structure providing the finishing touch over the central two-storey atrium.

Forward-thinking architect Diana Hollacher, who designed the facility, chose the SOLARDOME PRO skylight to complete

Striking seating design Lyndon Design has collaborated once again with award-winning furniture designer, Mark Gabbertas, to create a striking new contemporary seating collection entitled Frank.

Featuring an armchair and two-seater sofa, the Frank design consists of an external timber frame with inset side and back panels to inject comfort and style to any commercial environment. Providing both emphasis and definition along with comfortable and generous 16 | Hotel Owner

her vision for the building. She said: “The geodesic dome skylight is a striking feature that provides natural light in abundance, protection from the elements and creates that perfect calm space with views of the sky that I was looking for.”

sized upholstered panels, the frame is available in natural oak, walnut or a stained finish to deliver the ideal compliment to both modern and traditional interiors.

Commenting on his latest collaboration,

Luxury living interior brand Wildash has launched an ethical shearling soft furnishings range that includes opulent throws, bed runners, rugs and cushions. Available to hotels, bars and interior designers looking for sustainable soft furnishings, the woven textiles are hand-loomed in the Himalayas by a co-operative of women running their own business, ensuring social and economic empowerment. Wildash shearling comes in range of on trend colours including black, dark brown, taupe, burgundy, charcoal, clotted cream, slate grey, albatross grey and dusky plum. Creative director of Wildash Nisa Berzeg said: “With more and more businesses looking for ethical and beautiful interior furnishings, we were keen to create a brand that symbolises both quality and sustainability. Wildash uses only the finest shearling that would otherwise be left on the UK fashion industry floor to create beautiful one-off pieces that tell a story.”

Information: 020 7617 7667 or sales@wildashlondon.co.uk Mark Gabbertas said: “Frank has reference to mid-century wooden frame typologies, but it also makes a deliberate contemporary statement via its angular and geometric proportions and frame detailing.”

www.hotelowner.co.uk

for every occasion www.diningchairsuk.com

diningchairsuk Contract Furniture Solutions

Contract Furniture Solutions

t: 0115 965 9030 f: 0115 965 9039 e: info@diningchairsuk.com Unit 7c, Pintail House, Pintail Close, Netherfield, Nottingham NG4 2SG

INSPIRING IDEAS

Rock ‘n’ rollwithchic a

trendy Brighton backdrop

18 | Hotel Owner

www.hotelowner.co.uk

Lauren Morton discovers that the Hotel Pelirocco is bright, brash and bold with its funky themed rooms inspired by pop culture, rock n’ roll heroes and sex kittens

p

In 2000 the doors opened to Brighton’s ‘Real Rock ‘n’ Roll Hotel’, welcoming the likes of musicians, DJs, comedians and actors into the comforts of its daringly designed rooms. Owners Mick and Cait HabeshawRobinson took inspiration from their fashion and music backgrounds to produce Hotel Pelirocco, the alias that Mick used during his time as a music producer and DJ, which loosely translates to ‘red head’ in Spanish.

As the chosen destination of The Scissor Sisters, The Noisettes and The Bees to name a few, Pelirocco oozes style with its themed rooms that cater to a string of fantasy getaways. Each room sets a standard of quirky quality incorporating stand out designs including a Star Wars themed room, a Mod-styled room, as well as a room

www.hotelowner.co.uk

dedicated to Mohammed Ali and another to the Sex Pistols.

“

AS THE CHOSEN DESTINATION OF THE SCISSOR SISTORS, THE NOISETTES AND THE BEES TO NAME A FEW, PELIROCCO OOZES STYLE WITH ITS THEMED TOOMS THAT CATER TO A STRING OF FANTASY GETAWAYS The Stars Wars inspired room, a new addition to the Pelirocco’s repertoire, is called Lord Vader’s Quarters and is designed to grab the attention of guests, even boasting a Darth Vader costume. As guests walk through the door, they are greeted with white walls and blue accents, as if stepping inside the mind of R2D2. A bunk bed caters to ‘father and son’ guests and the watchful eyes of Luke Skywalker and Princess Leia gaze over them as they enter the en-suite.

In contrast the Play Room, the hotel’s flagship room, offers a more grown-up experience, indulging couples who wish to escape for the weekend or for a night. With all things decadent, the rooms centre point is an eight foot round bed, paired with rich red walls and carpet. This luxury room contains an en-suite that is fully tiled in calming blue and white mosaics, encompassing a plunge bath that offers more than enough room to stretch out and relax.

With 19 rooms, the choice is endless and the Pelirocco takes into account all tastes and desires with quirky choices such as Do Knit Disturb, where all the accents and accessories are covered in knit or crochet by artist Kate Jenkins. Rich in Brighton memorabilia, the alternative grotto attracts attention with a knitted breakfast and even seagulls. The Soul Supreme, a Motown masterpiece, ripples with the vintage sounds of Motown, highlighted by plush gold and purple décor with records to tie the room together.

Other rooms include the authentic 50s Peliroccobilly room, the GB Room styled like a modern hunting lodge by popular Brighton tailor Gresham Blake, Cloud Cuckoo Land conjured up from the minds of Brighton designers Ridley and Dowse and the Ophelia Fancy, a top floor boudoir filled with frills and artwork from the current collections of the local lingerie brand by the same name.

Hotel Owner | 19

INSPIRING IDEAS

There is such a diverse range – with many of the rooms designed by local names – and the bar area was created by Shaun Clarkson, known for his flair for interior design. The Bowery Room was designed by the late Leigh Bowery’s wife Nicola, while The Pin Up Parlour was put together by Steven Greenfield a favoured designer of Mick and Cait’s. The hotel bar is a quirky take on a traditional setting, serving up a mix of delicious and intoxicating cocktails while guests enjoy the entertainment, which has seen folk jams and poetry readings in its time.

From a focal point at night, the bar is soon

reinvented by morning for breakfast and the hotel utilises and celebrates local suppliers including the Brighton Sausage Company and Real Patisserie, paying homage to freerange products. With a Bloody Mary on the side, the hotel offers a welcoming breakfast enticing those to venture downstairs, drawn by the lure of a full English or an indulgent champagne breakfast.

“

THE PELIROCCO REPRESENTS AN ADVENTURE, TAKING ITS GUESTS ON A WILD RIDE OF SELF-INDULGENCE AND DEBAUCHERY THAT FEW OTHER HOTELS CAN OFFER A long list of previous guests have walked

through the doors of the Hotel Pelirocco from old rockers to new mods, hairdressers to the occasional vicar, incognito soap starlets to punk rockers, all drawn by the exclusivity and originality that is this Brighton masterpiece. Breaking from the norm and offering guests more than just a bed for the night, the Pelirocco represents an adventure, taking its guests on a wild ride of self-indulgence and debauchery that few other hotels can offer. The ultimate weekend away or week of freedom, the Pelirocco is the modern answer to a break from reality.

20 | Hotel Owner

www.hotelowner.co.uk

LAUNCH PAD

Launch pad Innovative products and services for the hospitality sector

Until now hotels, golf clubs or spas looking to provide luxurious washrooms for their customers have struggled with the perennial problem of how to present good quality folded towels. They are often piled into baskets or simply laid in a pile beside the basin – both options are hard to keep neat and tidy, and result in a quick turnover as people take more than one by mistake.

Tork has tackled this problem by creating a slim and stylish countertop towel

dispenser that keeps stacks of folded quality towels neatly in place beside the basin.

The towels are protected from splashes of water by the dispenser, so this is a hygienic solution as well as a practical one – customers are able to take one towel with ease from the dispenser, rather than two or more from a loose pile. The anti-slip pads also help to keep the washroom tidy as the dispenser remains stable on the countertop.

Information: www.tork.co.uk

Featuring a compact design, rugged construction and precision performance, the Somerset CDR range of fondant rollers provide an ideal appliance for caterers looking to enhance the quality of their in-house baking. Available with a choice of synthetic or metallic, hard chrome plated rollers, the range features two easy to use, easy to clean appliances, the CDR 600F and the smaller CDR 500F. Michael Eyre, product director of Jestic Foodservice Equipment, commented: “Evenly rolling dough, icing and sugar paste is for many professional bakers and pastry chefs, the time consuming, labour intensive prerequisite to making delicious cakes and

desserts that your customers will remember. The fondant roller range from Somerset is the simple but effective way of virtually reducing this process, producing consistently flawless sheets in seconds and leaving you with more time to let your creative passion and visions develop into something truly special.”

Information: 01892 831 960 or www.jestic.co.uk

22 | Hotel Owner

Burco Commercial launched a new range of innovative, British manufactured hot water boilers in the summer of 2013 and in another development the company has announced the ability to fully brand and personalise all appliances in the range.

Developing a technique for adding a vibrant, personalised wrap, the boilers provide chains with the opportunity to increase brand awareness or promote a specific offering throughout their establishments.

Made from a hardwearing vinyl, the wrap can be personalised with a specific design, supplied by the customer or alternatively for an additional cost, Glen Dimplex Professional Appliances is able to design wraps to suit the brand’s exacting requirements. In addition to the wrap, customers are also able to add logo’s and trademarks to the boilers LCD screen, further enhancing the consistency of the branding message.

Information: 0844 815 3742 or www.gdpacatering.com

www.hotelowner.co.uk

The new APS Heated Bread Baskets from Nisbets can offer hotels, restaurants, pubs and other dining establishments the enticing smell of warm bread. Featuring a cherry stone pillow base that can be removed and heated in the microwave at 600Watts for one minute, these clever bags gently warm the bread prior to being presented to the customer.

Available in two colours - beige (GH391) and brown and beige (GH392) these rustic baskets add style to your front of house presentation. The quality cotton fabric allows the bread to breathe, ensuring a crisp firm outer, while the drawstring tie handle means that the rolls, baguettes or bread can be covered when not in use.

Information: 0845 140 5555 or www.nisbets.co.uk

The Henry Wolfe collection is a range of stylish fire safety products that will complement the most elegant interiors. It consists of quality, modern pieces including fire extinguishers, door retainers and metallic safety signs. The fire extinguishers come in CO2, foam, powder and water versions are finished in either high grade polished aluminium or stainless steel. All are certified with the CE mark and so will not compromise fire safety regulations.

Managing director Harry Dewick-Eisele said: “We launched the Henry Wolfe Collection to cater for customers for whom looks are as important as functionality.

Our products look smart in even the most luxurious surroundings and will match any colour scheme. We continue to add to the collection to cover all aspects of fire protection, ensuring that style is compatible with safety.”

Information: www.henrywolfe.co.uk www.hotelowner.co.uk

Corby of Windsor is launching its new Hair and Body Wash, a practical 2-in-1 soap free cleansing gel. This Hair and Body Wash is presented in an opaque bottle with subtle branding to suit any bathroom décor and is a new addition to the existing Corby Spa Range that includes Body Lotion, Conditioner, Soap, Toothbrush, Shaving Kit and Shoe Shine Kit. The company says of its new product: “Supplied in a compact 30 millilitre bottle, this wash is light in scent and will leave your guest feeling refreshed and revived.”

Information: 08448 809 326 or www.corbyofwindsor.com The new Luna Pressure Cooker, now available from Cream Supplies, is made from quality, 18/10 stainless steel with an aluminium core to the base and is compatible with all cooking surfaces, including induction. Its lid is can be placed on the pan in any position as it has no specific lock-in point and the easy-grip handle/lock can be used with one hand. An interlock prevents it being opened until pressure has reduced to a safe level. The company says it’s the biggest of the three sizes – at 23 litres capacity – AND is the largest pressure cooker available in the UK. The cookers have two pressure levels fast cooking at 10psi and superfast cooking at 15psi. The three cooking settings enable

anything from delicate vegetables and fish to tough cuts and stews to be cooked to perfection and safety features conform to European standards.

Information: www.creamsupplies.co.uk British tableware manufacturer Steelite International has launched a new collection called LiV as part of its Performance range.

The company says the LiV collection is edgy, fun, casual and creative, suitable for the current street food trend in the eating out sector. The range comprises bowls, cups, saucers, mugs, tea and coffee pots, jugs and sugar bowls. For the first time, Steelite International has produced a complete range of stackable and interchangeable cups, mugs and bowls, all in various sizes. Heather Lovatt, marketing director at Steelite International, commented: “The casual but creative styling of LiV encourages a streetwise approach to food presentation, while being easy to use in busy environments where space is tight.”

Information: www.steelite.com Hotel Owner | 23

EasySuite: slim and powerful stand-alone Hospitality TVs With info pages & remote installation Available in 22” 24” 26” 32” 39” 42”

To upgrade to the latest EasySuite Range please call us today on 020 8953 0160 for more information.

tech talk

Tech talk

News and views from the hospitality sector

How social media powered Wi-Fi can help you grow your business

Demand from hotel visitors for Wi-Fi has rocketed and shows no signs of stopping in our technological era where everyone has a smartphone. For many hotel owners the installation of a Wireless LAN is almost seen as an insurance policy, which is needed to ensure you don’t get ignored by Wi-Fi hungry guests who use it for both work and social aspects of their lives.

Today, a new generation of Wi-Fi is moving the goal posts and allowing hotel owners the opportunity to see a real direct return on their investment in secure guest access wireless LAN and ultimately to directly help them grow their business. Fulcrum Technology provides a new Wi-Fi solution, which is social media powered and comes with several very important tools for hoteliers as standard.

• Guests now log in using Facebook, Twitter and many others both speeding up the process for them and also giving them the option to follow your Facebook/Twitter page and to “check-in” to say where they are staying, raising the profile of the hotel.

• Once they follow your page, you can directly push offers to them and their followers.

• The Wi-Fi is also extremely secure, blocking any third party devices from hacking your wireless and taking advantage of your access for criminal means, giving both you and your guest the security you need.

26 | Hotel Owner

Fulcrum Technology explains: “When you provide your followers with interesting, relevant content you will see these numbers grow with remarkable speed and over the coming weeks and months your bookings will increase as social media users worldwide start to become more aware of what you can offer.”

With hotel wide installations costing from just £6 per day this technology, the company adds that this is no within reach of all hotel owners from family owned B&Bs to corporate hotel chains. No obligation consultations are available by calling 0843 289 7252 or emailing sales@fulcrum-tech.co.uk.

For all orders over £5000 (ex-VAT) placed before the end of April 2014, Fulcrum Technology will give the hotel owners a Free IPAD Mini 16GB Wi-Fi to utilise their new guest wireless solution and to aid the technological side of your business.

Refined user interface included in Infor Hotel Management System Infor, a provider of business application software serving more than 70,000 customers, has unveiled the Infor Hotel Management System (HMS) 3.6, the latest generation of hotel management and business social collaboration software in the Infor Hospitality suite of solutions.

Infor HMS 3.6 delivers enhancements that are focused on expanding guest service functions, rate and reservation management, group convention handling and resort fee and package management, and is available for deployment both in the cloud and on-premise.

A main feature of this release is the incorporation of the Infor User Experience platform, a consumer-inspired user interface that makes business applications as intuitive, attractive, and fun to use as personal technology.

Based on HTML5 technology, it delivers information in a consolidated, easy-to-navigate application, providing users actionable items to help them make better decisions faster and ultimately increase guest satisfaction.

Paging system helps prevent false alarms Following the recent news that the London Fire Brigade will now be charging firms for calling its firefighters out to false alarms, Call Systems Technology (CST), has a smart, cost effective solution for a number of industries which will put an end to expensive call out charges.

Its AlarmCall Paging System gives designated fire marshals time to verify alarm activations before firefighters are called out. It is based on a sophisticated paging system, which immediately notifies a company’s designated fire marshals, letting them know exactly where the potential fire is. They then have a short period of time, agreed with the local Fire Service, in which to establish the validity of the alarm, prior to it reaching the “Call Out” status.

In addition to preventing any call out charges from the fire brigade, this system will also minimise any loss of revenue, or customer dissatisfaction, from unnecessary fire evacuations.

Information: 020 8381 1338 or www.call-systems.com www.hotelowner.co.uk

Preventing food waste in large scale kitchens

A newly formed group of industry professionals has joined forces to combat food waste in the hospitality sector.

Founded by restaurateur and entrepreneur Ronnie Truss, Go Green Tomato is the sole distributor of the LeanPath 360 Food Waste Prevention system, a state-of-the-art food waste

tracking terminal that includes a built-in scale, camera and a 10-inch touchscreen user interface.

Part of the LeanPath 360 system, the LeanPath Trackers 2.0 records data about each transaction including the food type, weight, estimated value and reason for disposal. Waste trending over time is displayed including the most wasted foods. The data captured at the tracking station is transmitted wirelessly to a cloudbased data warehouse where managers and culinary leaders can instantly view comprehensive waste tracking insights.

The online analytics are organised to make it easy to spot waste reduction opportunities and users can access the information securely from anywhere they have an internet connection to see up-tothe-minute waste data from the kitchen.

Information: www.gogreentomato.com

Powerline sockets prove ideal solution

As part of a continued drive to offer the best experience for their customers, De Vere Hotels & Resorts introduced the ‘Chambre Unique’, offering new multimedia technology such as Sky TV, Wireless Bose sound and Smart Theatre TV. The hotel chain asked cabling installer MLR Networks to provide a networking solution that would give them the extra connectivity needed without causing any additional building work or disrupt the normal operations of the hotel. In partnership www.hotelowner.co.uk

with Power Ethernet, MLR Networks came up with a quick and simple solution which would provide internet connectivity in the required rooms using Power Ethernet’s innovative Powerline Sockets. This patented device incorporates a four port, high speed Ethernet switch, as well as a filtered 13 amp socket and simply replaces the existing electrical socket in each room.

IT Project Manager from De Vere Hotels Neil Cryer said: “Our hotels were able to start offering the fantastic new ‘Chambre Unique’ services in a matter of days and we are very happy that our customers can now enjoy a state-of the-art multimedia experience where they have the freedom to surf the web, listen to music, watch a HD movie, or access the internet whenever they wanted.”

Project Engineer for MLR Networks Dave Ashdown added: “The Power Ethernet Sockets are a great fit for De Vere Hotels; it’s a fast, robust and reliable networking solution which helped us solve all the challenges we had in providing internet access for the ‘Chambre Unique’ rooms. We knew the rooms had to be on sale as soon as possible, so we managed to fit into the hotel’s normal routine maintenance to minimise disruption.”

Information: www.mlrnetworks.co.uk

Macdonald Hotels checks-in with free, unlimited Wi-Fi Leading hotel group Macdonald Hotels & Resorts is to offer a free Wi-Fi service throughout its owned hotels across the UK. The deal with Wi-Fi provider the Cloud will make fast internet available for an unlimited time, allowing guests to access a range of online services. The roll out comes as BDRC Continental release its Hotel Guest Survey 2013 which shows that 82 per cent of business travellers now own a mobile device giving them instant internet access and free Wi-Fi in hotels is seen as the top functional product and service priority for business guests in hotel selection. Macdonald Hotels is responding to this by making free WiFi available across public hotel areas, meeting rooms and all bedrooms.

David Guile, chief executive at Macdonald Hotels said: “To provide our guests with the service they expect, we need to offer Wi-Fi that enables them to get online quickly and easily. This is a free, unlimited offering, meaning people can spend as long as necessary online to ensure they get the most out of their stay.”

The deal with Macdonald Hotels & Resorts reinforces the Cloud’s adds to its portfolio of 1,250 hotels including Marriott and Crowne Plaza hotels across 13 European countries.

Information: www.thecloud.co.uk Hotel Owner | 27

Social Media

Social customer service expert Carolyn Blunt offers her top tips on how to excel at social customer service in your hotel and ensure that your customers are listened to, engaged with and responded to quickly and effectively

The social marketplace is playing an increasingly important role in the hospitality industry. Hotels are finding that by using social media in the right way, they can engage with their customers and at the same time build long term relationships with them.

Social media also helps hotel owners to understand their customers better in terms of what they are looking for in a hotel stay and what could encourage return business.

By using one of the many analytics tools available to businesses, you can gain invaluable insights into your existing and potential customers preferences in all aspects of a hotel stay and if used in the right way, social media can help develop the hotel and improve the customers own experience.

28 | Hotel Owner

According to research carried out by Deloitte, 91 per cent of domestic travel transactions in the UK are now digitally influenced. This means that the final decision of which hotel to stay at is influenced in some way by digital channels including social media channels.

Listen to social media conversations & join in Customer feedback is increasingly being sent to hotels via social media channels. As a nation we are realising that both negative and positive feedback gets a faster response if aired “socially”. Your first priority should be to ensure that you receive as much feedback

as possible from your guests in regards to their stay. Whether negative or positive you need to be aware of this information so that you can respond with speed.

Of course, if the feedback is positive, it will enhance the reputation of the hotel as the positive review will be seen by your customers’ “friends” and “followers”. However, if the feedback is negative this can have a damaging effect on your hotel’s reputation, as it will also be seen by friends and followers.

It is imperative therefore that you are fully aware of what is being said and where, to effectively monitor your reputation online and at the same time to allow your hotel to join the conversation and respond appropriately and in a timely manner.

www.hotelowner.co.uk

Respond promptly

Keep it personal

It is important to acknowledge a customer’s Tweet or Facebook post quickly and to respond to both positive and negative feedback. With the facility to share and favourite so often used across Facebook and Twitter, your hotel wants to be seen by your guests’ community as a business that listens to, responds and ultimately actions any comments your guests may make.

A speedy reaction is crucial as your customers will use social media because it is the quickest way to get their voice heard, so ensure you respond with the same speed – the optimum response speed should be no longer than 15 minutes.

Even in 140 characters in a tweet or in a Facebook post, your interaction with your customers’ needs to be authentic, to the voice of your hotel’s brand and at the same time have an authentic personal touch.

This is essential for a winning customer experience.

“

IT IS IMPORTANT TO ACKNOWLEDGE A CUSTOMER’S TWEET OR FACEBOOK POST QUICKLY AND TO RESPOND TO BOTH POSITIVE AND NEGATIVE FEEDBACK

Take action Whether you own a boutique hotel or a large country manor, you need to have a communication process in place that ensures that all negative feedback from guests is shared internally with all relevant departments and is followed up quickly and with the right response. The immediate priority is to respond to your guest, take the complaint or negative feedback off the visible social channels if possible and then follow up internally with an investigation.

You may also find that through analysing your social media activity that trends are emerging in the feedback you receive and, if this is the case, you can take action on any negative trends.

“

KEEP YOUR CUSTOMERS UPDATED WITH ALL OF THE LATEST DEALS AND INFORMATION ON YOUR HOTEL AND ON THINGS TO DO IN THE LOCAL AREA. THIS WILL ENSURE THAT YOUR SOCIAL CONTENT IS FRESH, CURRENT AND ESSENTIALLY ISN’T REPETITIVE.

Remember the importance of customer loyalty Customer loyalty is not driven simply by customer satisfaction. A huge part of making customers stay truly loyal is not just meeting expectations, but by exceeding those expectations. By thanking customers for positive feedback and acting upon any negative feedback quickly turns a negative experience into a good one.

By listening to your customers’ needs you will see an increase in their loyalty and if you do this effectively across social media, the loyalty you have achieved will be seen by many potential customers across the social platforms, like Facebook and Twitter.

Become a “go to” knowledge stream Keep your customers updated with all of the latest deals and information on your hotel and on things to do in the local area.

This will ensure that your social content is fresh, current and essentially isn’t repetitive.

Share with your customers the most popular destinations and hidden gems that they may not be aware of. This strategy will encourage loyalty and engagement with your customers and you will be seen as an “influencer” within the hotel sector.

www.hotelowner.co.uk

Carolyn Blunt (@carolynblunt) is managing director of Real Results Training Consultancy, a people development company that specialises in contact centre customer service training to businesses across the UK. She is co-author of Delivering Effective Social Customer Service, available on Amazon. For more information visit: www.real-results.co.uk or email carolyn@real-results.co.uk or tweet @carolynblunt

Online and digital marketing channels are more accessible and affordable for hotels to reach an increasingly fragmented audience, which traditional, mass media finds harder to reach.

Today, it’s less about costly advertising in magazines and sending out local flyers; having an online presence is critical for success.

It’s also important to remember that consumers ar increasingly mobile, so using channels that will target them via their mobile devices will help drive sales.

To do this, it’s all about having a strong digital presence. We work with hotels to help them with this. Consumers can use apps like Groupon or open emails to discover the latest deals from our merchants, giving them a convenient way to browse and book accomodation, events or dining experiences.

Social media can easily be integrated with other channels. For example, on print media you can include links to your Twitter handle or Facebook page to encourage consumers to go online and this can also be replicated on your website. One of the benefits about online marketing in particular is that it can be easily measured. With social media, metrics can include the number of fans and followers gained since the start of the campaign or activity, quantities of negative and positive feedback, and the amount of direct sales leads generated.

You can use tools like Google Analytics to find out the numerical success of your social media presence by showing the conversion rates and monetary value of conversions that occurred due to referrals from each social network.

In addition, you can use tools to measure how many page visits your website receives and how many services are booked online, if there is an ecommerce facility.

For this strategy to work, you need to listen to what your audience is saying about you first and then analyse and use this data and insight to engage with them in an appropriate way. The ultimate aim here is to create an active dialogue with your customers online rather than selling directly, so that they build trust and rapport with your business.

Richard Jones, VP National Accounts at Groupon UK & IE

Hotel Owner | 29

Show Stoppers Looking ahead to Hotelympia 2014

THE LATEST product innovations

Leading designers offer ideas to

inspire

SALON CULINAIRE

A centre of excellence for chefs www.hotelowner.co.uk

Hotel Owner | 31

Show stoppers

Hotelympia 2014 returns from 28 April to 1 May with the revitalised event unveiling a completely new look, a new four-day format and a new spring date in the diary.

The show will also be situated in one extended, single access hall benefitting from free Wi-Fi, making the Hotelympia showfloor a hotbed of hospitality activity.

A host of leading industry lights, including Tom Kerridge, Bruno Loubet and Phil Howard are set to grace the main stage, while cutting-edge technology and hospitality design also have brand new forums through the HOSPACE Hub Seminars and Design Stage. Each will benefit from targeted speaker programmes and lively panel discussions, giving visitors the very latest trends shaping the market.

The show is set to unveil ‘Design at Hotelympia’ – a show-within-a-show that sees the return of the Hotelympia Design Award and the Design Lounge, alongside hot topics and trends including the future of hotel design and cutting edge lighting.

World-class culinary competition Salon Culinaire also makes a welcome return and has been updated for 2014 following input from a think tank of leading chefs. The event is set to feature a refreshed schedule 32 | Hotel Owner

in response to feedback from a dedicated chef panel, many of which are ex-salon competitors, including Chris Galvin, Steve Munkley, Simon Hulstone, Cyrus Todiwala, OBE, Nick Vadis and new Salon Culinaire chef director, James Tanner.

The fine dining challenge La Parade des Chefs, will once again deliver a three-course lunch to 100 diners with competing teams challenged to create and deliver an exceptional menu at the event’s showpiece restaurant.

Hotelympia’s standard-bearing Innovation Awards also make a welcome return to the fold, providing exhibitors with a free high profile platform and recognition for new product launches.

Six finalists in each category – Food and Drink, Tabletop & Design, Catering Equipment and Technology – will be required to pitch their products before panels of Innovation Idols and each product will be on display in a dedicated area throughout the four days, offering show visitors an unmissable snapshot of the six most innovative, new products from each category.

Managing director at Fresh Montgomery Toby Wand said: “For almost 80 years,

Hotelympia has retained its place as the biggest, most comprehensive tradeshow for the hospitality industry – always building and evolving. This time, we are upping the ante again, putting innovation in design and technology at the heart of our offer, creating what promises to be the most relevant and comprehensive visitor experience yet – a true hotbed of innovation.”

Toby Wand

www.hotelowner.co.uk

everyWare Global will be offering one lucky site a complete tabletop makeover when the company showcases its full range of front and back of house solutions. The leading supplier of full tabletop solutions will be running an exclusive competition throughout the four-day show offering to furnish one hospitality outlet (150 covers max) with a full set of its premium quality tableware, cutlery and glassware, giving stand visitors the opportunity to transform their tables in one easy step. The £15,000 giveaway is open to all Hotelympia visitors who come to the stand and sign up to receive EveryWare’s monthly newsletter.

In addition, visitors will be able to take

ecoPure Waters’ great tasting drinking water, served in branded bottles, is providing leading hoteliers and restaurateurs with a sustainable, cost-effective and revenue driving opportunity. Its mains water filtration systems are enabling operators such as Champneys, Sarova Hotel Group and Harbour Hotels to produce their own high quality still and sparkling water on demand for serving in reusable glass bottles. There is a range of bottles to suit clients’ preferences including the swing-stopper range that remains popular in all four sizes, and offers a cool, nostalgic “retro” option. The tamperevident caps are also perfect for use in the bedroom, where guests favour the security of a fresh, sealed product. The company says: “Organisations can start making savings when serving as little as 10 litres a day, typically generating savings of around 80 per cent or more against current boughtin bottled water costs. The system also eliminates waste and reduces environmental impact, helping operators achieve their sustainability objectives.”

STAND 4358 www.hotelowner.co.uk

advantage of a special one-time-only 30 per cent discount for all orders placed during the show, with an additional 10 per cent on brand new products.

STAND 3268 Technology company 3M will be exhibiting its water filter portfolio designed to protect professional catering equipment in commercial kitchens, pubs, bars, restaurants and hotels from expensive scale build up caused by hard water. This includes the ScaleGard Pro P1175 Anti-scale Filter that provides a high capacity of 6,000 litres, which increases convenience by extending the filter change-out interval. The company will also be displaying a selection of high performance films and finishes for interior design and refurbishment projects including DI-NOC Architectural Finishes, a series of special effect self-adhesive vinyl films that offer a host of finishes from wood grain, stone, brushed metals and carbon fibre effects. Additional products on the stand include its new building entrance matting product engineered to work harder and last longer than traditional offerings and cleaning products such as the Scotch-Brite Quick Clean Griddle System and the Easy Trap Duster.

STAND 3728

Grande Cuisine will be exhibiting its environmentally friendly, high quality branded products at Hotelympia. The Milton Keynes based commercial culinary product supplier will demonstrate the complete range of Adventys’ table top ‘plug and play’ style induction hobs along with a new range of three phase induction products for larger kitchens and production environments. Additional highlights include a custom built island cook suite from Athanor, that’s all electric, with a mixture of radiant hobs and, for the first time, a suite incorporating the new range of Adventys 3 phase induction. The company will also be unveiling a Capic salamander grill capable of temperature increases from 0 to 200 degree C in 20 seconds and Capi’Top, a combined Bratt pan (for braising) and boiling kettle, which has a small footprint as well as a touch control panel.

STAND 2035

James White Drinks is launching its market leading Big Tom spiced tomato juice in a 15cl can, the ideal format for hotel minibars. Big Tom is the leading European brand of spicy tomato juice, ideal both for making a great savoury drink on its own and, with a generous shot of vodka for the perfect Bloody Mary. Lawrence Mallinson, managing director said: “The new can has significantly increased Big Tom’s profile and is also ideal for the hotel mini-bar market. Big Tom sales have grown every single year for the past 15 years, but the 15cl can really has given the Big Tom brand a significant boost.” Big Tom won the Royal seal of approval in 2002 when it was awarded a Royal Warrant.

STAND 4851

Hotel Owner | 33

SHoW SToPPeRS

With sugar and fast food under the spotlight more than ever before, Vito UK will demonstrate how frying food does not need to be unhealthy with its range of revolutionary Vito oil filter machines. The Vito machines reduce oil consumption, remove carbonised particles and keep the frying oil clean. On-stand demonstrations will highlight the simplicity of using the machines, how oil can be filtered in only a few minutes and reduced frying oil costs. “The Vito machines are a must for all modern kitchens. It’s a fantastic addition to any facility and provides a solution for businesses who want to be socially responsible by making frying healthier. We get great feedback from chefs on the frying results, ease of use and how cost-effective it is”, commented Iain Addison, director of Vito UK. STAND 2263 Leading manufacturer of quality ice machines for the hospitality industry Ice-OMatic is launching a number of new products in conjunction with the sole distributor in the UK Classeq Ltd. This includes a range of cube ice-makers with built-in storage bins that offer more space and external temperature control. Also being launched at Hotelympia is a new combination ice and water dispenser and a new large dispenser for the hotel sector. Ice-O-Matic manufacturs, distributes and supplies ice machines worldwide. The company says: “All Ice-O-Matic products provide crystal-clear ice with a full line of cubers, flakers and its patented Pearl Ice machines, plus some of the highestquality storage bins, dispensers and water filters available on the commercial market.”

STAND 1717

34 | Hotel Owner

Taylors of Harrogate will unveil a new range of hot drinks this spring with all revealed on the stand at Hotelympia. John Sutcliffe, out of home and convenience controller for Taylors of Harrogate said: “At the moment it’s a closely guarded secret so we strongly encourage visitors to drop by our stand and be the first to get a glimpse – and a taste – of the latest additions to our range.” This new line will share the limelight with an award-winning old faithful that is no secret to the world of food service.

The family-owned Yorkshire Tea has become one of the top three tea brands in the UK now accounting for 17 per cent of the total market for black teas. Visitors to the stand can also see a roast and ground coffee range, as well as the finest speciality teas from the very best tea gardens and estates from around the world.

STAND 4614 TFSe manufactures a wide range of heated and refrigerated food display counters in its own UK engineering plant and has recently relocated to larger premises at Twickenham.

Here it has improved facilities and invested in new technology with a Computerised Numerically Controlled (CNC) metalworking machine, on site. “The CNC machine is one of only a handful of such machines in the UK and facilitates high speed cutting and forming, giving us faster production and more consistent product quality,” said TFSE, managing director, Devish Patel. A complete range of stainless steel Rear Counter Modules has been developed for 2014 and will be

unveiled at Hotelympia. The new modular system offers all the flexible and practicality of fitted units with the advantage of being made from material that is extremely hard-wearing and health and safety compliant.

STAND 1602

Checkit is a technology system specifically created for the food sector to deliver a complete and accurate picture of food safety throughout a business. It is suitable for single-site businesses or multi-site operations and is simple and cost effective to implement. The records the system provides are clear and easy to understand, with instant live alerts sent out via email or text, allowing immediate response to any issues.

Hand-held checking devices require simple button pressing that transfer records immediately to a dedicated monitor and other devices such as

a smartphone, tablet or PC. The supporting cold storage monitoring ‘pebbles’ have been devised to automatically check temperature, 24 hours a day.

New for 2014, is the additional capability of cloud storage for added security and to facilitate multi-site monitoring - making the records accessible whenever and wherever the data is required. The latest product can be fully customisable to fit in with existing technology systems, so that data can be easily transferred and analysed.

STAND 1378

Maynard House orchards will be launching the Orange and Clementine Juice at the Excel centre. It will be available in 200 millilitre bottles to luxury restaurants, hotels, bars and cafes across the UK. As a family-run apple juice producer, Maynard House Orchards prides itself on hand-selecting the best quality fruit to create its award-winning range of juices. Sourced from a traditional orange growing family company in Spain, the citrus fruits used in Maynard House

Orange and Clementine Juice, have been selected for quality and depth of flavour. It is made from freshly pressed Valencian orange (50 per cent) and clementine (50 per cent), which results in a pleasantly complex and sweet blended juice.

The result is a smooth juice, which contains no pulp and no additives.

STAND 4478 www.hotelowner.co.uk

FB-9

FB-904 Hotel_Owner_Magazine_Ad_Artwork.indd 1

25/02/2014 10:29

WORK WeAR

Dedicated followers of As your brand ambassadors it is critical that your staff are well-presented but this needn’t be at the expense of the latest fashion trends Sales manager Craig McArthur of branded clothing company R&D Miller says: “First impressions, reputation and word-of-mouth are one of the best marketing tools a brand can have, so ensuring your staff reflect the concept of the company brand values is essential.” In the past the reliance has always been on the simple, staid suit or a more casual approach for the bar staff. Managing director of Kylemark Ruaraidh Macleod adds: “A simple cheap looking printed T-shirt used to be the standard for many bars across the country but now with service customer expectations rapidly on the rise the importance of having smart well-dressed staff who are easily identifiable to the customer is a crucial factor in the success of the business.”

It is more than just about looking smart as many hotels are opting for work wear that is functional and fashionable and reflects current trends. The use of bright colours, innovative fabrics and cutting edge designs are becoming increasingly important to hoteliers and their staff and many of the leading clothing manufacturers and suppliers are recognising this. To mark its 80th anniversary Bragard introduced its Chef on the Move collection which combines a modern look with the latest technology. The Mover Long Sleeve Chef’s Jacket is available in both black and white and features long sleeves with cuffs, concealed press stud fastening and a chest pocket in contrasting colour. The company has also introduced a new black colourway to its men’s Starter Long Sleeve Jacket, and its ladies’ Impulse Long Sleeve Jacket that includes small military collar and cuffs. Commenting on the new additions to the range, marketing 36 | Hotel Owner

director at Kwintet UK and International Charlie Pogson says: “We are seeing that there is a need for black chef’s jackets in addition to white. Black jackets are clean-cut, smart and when it comes to messier jobs, black will also hide spillages and dirt, so it’s easy to see why it’s a popular choice.”

Shirts are also proving a hit with bar staff as managing director of Kylemark Ruaraidh Macleod adds: “Formal shirts with crisp bib aprons are very much on trend at the moment with many establishments keen to promote their brand with quality embroidery of logo to the front of the apron and often to the back nape of shirt.”

1612 Design worked with the Ampersand in Kensington prior to its opening in the summer of 2012 and continues to work with the hotel today. Its uniform incorporated the use of smart white shirt, waistcoat and

black apron embossed with the hotel’s branding and utilised the bespoke use of a printed tie to create outfits for both male and female staff for night and day. The company explains how it submitted three different looks until the client got the design they were completely happy and 1612 feel it is crucial for the client to get the best uniform that works for them. Simon Roberts of the company adds: “Creating uniforms that work with a venue’s brand provides an opportunity to tell the venue’s story and be a key element of the customer experience. Whether it is sophisticated chic, relaxed and informal or an upbeat modern mix influenced by the latest trends, the uniform selection ultimately reinforces the venue’s offering.”

The team at the Uniform Studio pushed the boundaries even further when it worked with W Hotel to capture the

www.hotelowner.co.uk

atmosphere of this property at the heart of London’s entertainment scene. More akin to the catwalk designs, the Uniform Studio explains: “Laced with its surrounding cultural references from the fabrics of Saville Row to the design twists of Soho, the uniforms have achieved a sense of tradition and cutting edge in one silhouette.”

Joseph Alan has also established a reputation in the hospitality sector for

The Uniform Studio

British style and bespoke tailoring with an impressive blue chip client base that includes 5-star hotels such as the Dorchester, the Langham and the Ritz. Renowned for its contemporary cut, fit and design it has created truly individual looks to enhance and reinforce these iconic brands. In an exciting move for the hospitality uniforms market, Joseph Alan has joined the Denny’s Uniforms family of catering and hospitality clothing specialists. The addition of this prestigious brand means that both companies will now supply one another’s products and Joseph Alan will continue to offer its exceptional Five Star design “Saville Row” style Service which, for the first time, will be available outside London. Commenting on the move Nick Jubert, managing director of Denny’s Uniforms, said: “We now offer Denny’s Uniform a complete clothing solution www.hotelowner.co.uk

for everyone in the hospitality industry, from kitchen brigades to all front of house staff in iconic 5-star hotels and everyone in between.”

In addition to the tailoring and front of house uniforms, the company also has what it describes as one of the strongest kitchen clothing brands on the market including Denny’s own brand, the affordable Hi-tec range and Le Chef, the market leading premium brand with quality fabrics and features.

Denny’s chef shirt is smart, unisex, looks contemporary and is being worn as a front of house or back of house jacket by many restaurant staff. Made from lightweight, polycotton fabric with short sleeves it features one breast pocket and button fastening and is now available in black or white, providing plenty of room for personalisation.

Commercial director of Tibards Rick Shenfield has also seen high street trends reflected in the company’s collection of chef’s wear. He says: “We continue to see increased demand for tailored garments, particularly short-sleeved jackets, and we expect to make further additions to our Oliver Harvey range in 2014. We have recently added two new jackets, the Suffolk and the Norfolk, as well as our very first ladies jacket in the Oliver Harvey range, the York. The success of the Oliver Harvey brand is a clear indication that many chefs, especially the younger ones, are very keen on tailored garments rather than standard off the peg sizes because these garments make them both feel and look good in the kitchen.”

He adds that the Coolmax fabric used in the jackets also remains very popular, as do any jackets with anti-wicking fabric, which draws perspiration away from the skin. He further

Tibard

adds that the significant increase in sales of short sleeved jackets could be indicative of the general move towards a more relaxed “smart casual” attitude.

Whatever the style a hotel opts for, it is clear that work wear today should leave a lasting impression and be a key marketing tool for any hotel. As Craig McArthur of R&D Miller concludes: “Just as the high street trends change, so too does the fashion from a uniforms perspective. The right uniform is a fashion trend in its own right, so the industry is constantly changing and improving the options available to businesses.”

Supplier listing 1612 Design: www.1612design.co.uk Denny’s Uniforms: www.dennys.co.uk Kylemark: www.kylemark.co.uk Kwintet UK: www.kwintet.com R&D Miller: www.randdmiller.co.uk Tibard: www.tibard.co.uk The Uniform Studio: www.theuniformstudio.com

Hotel Owner | 37

www.hotelowner.co.uk

Hotel Owner | 39

CoFFee

Bean there, done tha As the coffee industry continues to impact on day-to-day lives, Lauren Morton finds the top products you need to give your guests their daily fix

According to Mintel UK, in 2008 as a nation we consumed 70 million cups of coffee per day.

Chains such as Starbucks which has 790 branches in the UK and Costa Coffee with almost 1,700 outlets are constantly bombarding consumers with the message that they are “saving us from mediocre coffee” and as a result our standards have increased.

No longer accepting poor quality coffee, we Brits have moved away from tea as the country’s favourite hot beverage with our coffee expenditure overtaking that of its golden rival. Consequently, we expect to receive the same quality of coffee from every establishment we go to and an hotel is no exception. Guests want to wake up and feel as if they are drinking coffee straight from Brazil and to make that coffee experience an unforgettable one, there are a few things that you need to make that ritual, a taste sensation.

The best blend Taylors of Harrogate’s pour and serve filter coffee is an easy and inexpensive way for hotels to offer customers a wide choice of good quality coffee without the expense of a bean-to-cup machine or training. The company’s Pour and Serve Filter Coffee Pouches have been developed specifically for optimum use of filter coffee machines (up to an eight-cup cafetiére). The company brings its best-selling retail filter coffee to hotels in a portion-controlled, value-for-money format.

The tea and coffee specialist is the UK’s number one ground and roast brand, leading the way with a 16.9 per cent share of the market for both value and volume1, however, on entering the hospitality

[1] The Nielson Company [2] www.londonlovesbusiness.com

40 | Hotel Owner

sector the company has looked at how quality and service in the consumer market will affect hoteliers.

John Sutcliffe, out-of-home and convenience controller for Taylors of Harrogate explains: “There is a huge demand for independent artisan coffee outlets as consumers continue to become more knowledgeable about their coffee.

As a result hoteliers need to focus on the quality of what they are producing and staff use bona fide barista techniques.”

Taylors of Harrogate supplies a range of high quality coffee already known by consumers as a brand that they can trust.

The bean machine Ramping up its manufacturing capabilities for 2014, Fracino has increased the volume of its components made in-house to 90 per cent and with the company’s locally sourced copper, it’s no wonder that Fracino is ranked as one of the five Super-Brit brands taking over the world in 20142.

Exporting worldwide including Mexico, China and Israel, this 100 per cent British company’s 2 Group Proportional Integral Derivative (PID) machine is popular among many, with its latest customer including the Roald Dahl Museum and Story Centre in Buckinghamshire. The museum has installed the company’s machine at Café Twit, helping to serve its 500 customers in just one weekend.  www.hotelowner.co.uk

The perfect pour

hat

As the popularity of coffee rises, harnessing the trend can mean increased profit margins, as Kathy Birch, marketing manager of Artis, explains: “Coffee’s high profit margins give operators a valuable extra revenue stream and there is now a multitude of ways to present coffee in a creative and opulent way, thereby adding perceived value to the humble coffee bean.”

Adding extra value to a simple cup of coffee can be achieved through Artis’ coffee service equipment. The Melior range, exclusive to Artis, is made from heat resistant borosilicate glass and withstands heavy

usage, perfect for the morning rush. It is available in different sizes to suit your needs and the cafetieres come in three forms, the Prestbury, a contemporary coffee press with stylish lines; the Chia, which has a simple look and traditional feel; and the Chatsworth, a robust cafetiere with a sleek black and chrome finish.

Birch continues: “The modern day consumer is paying a premium for their cup of coffee and they want an experience, a bit of pizazz – it’s about the whole package and consumers’ expectations are high.” With that said, the range of Artis’ available products are a much needed boost to a coffee serving selection and the company offers a free consultation service to its customers to help them select the right tableware on which to serve and present coffee.

The special touch

The PID is a robust, fast and effective machine that comes with Fracino’s reassurances that it will uphold quality customer service. What the company describes as “a genuine marriage between style and control”, the PID combines contemporary materials; retro styling and close attention to detail to ensure an outstanding finish. Coupled with the power, technical qualities and reliability that is associated with the Fracino brand, this coffee machine operates elegantly, fulfilling coffee needs to the highest standard. www.hotelowner.co.uk

In today’s climate, guests like to know that they are getting value for money and sometimes it is the little touches that can improve their stay. An extra pillow, recommendations to a reputable local restaurant or even a biscuit to accompany their coffee, it’s all the little things that aid a stay and keep guests coming back.

Frances Booth, category marketing manager at Lotus Bakeries has realised this and over 120 million Lotus Biscoff biscuits are given away by hot beverage retailers every year. Frances says: “Satisfying today’s consumer demands and budgets without damaging profits is easy to do with Lotus Biscoff biscuits. They are self-funding as they cost pence to buy in and thus have proven to be the most popular options. Made to complement the taste of coffee, a small gesture in the form of a Lotus

Biscoff biscuit can really make a difference.”

The Lotus Biscoff which has a crunchy texture with a subtle but much sought after sweet taste to compliment the richer coffee flavour adds what the company describes as the “ethos of continental coffee shops, where an artisan approach allows smaller establishments to flourish despite the success of their larger franchised counterparts.”

She continues: “Many European outlets present customers with a complimentary biscuit; in doing so, the perceived value is seen as greater by the customer” and with research showing that the majority of coffee is drunk in the morning, a Biscoff could be the pick-me-up a guest needs to start the day.

Supplier listing Artis: www.artis-uk.com Fracino: www.fracino.com Lotus Bakeries: www.lotusbakeries.com Taylors of Harrogate: www.taylorsofharrogate.co.uk

Hotel Owner | 41

CLASSIFIED CATERING SUPPLIES

HOTEL FURNITURE

INSURANCE

TABLE LIGHTING

HOTEL BEDS

HOTEL PRODUCTS

LASER CUTTING & ENGRAVING

TEA

LAUNDRY

TECHNOLOGY

HOTEL FINANCE

HOTEL FURNITURE

executive

A new concept in bedroom bins to conceal unsightly plastic liners Quality steel construction Stainless steel bezel Non-scratch base Perfect for our guest room recycling insert

Part of our extensive Hospitality range Decotel Ltd Cumberland Rd Loughborough Leicestershire LE11 5DE

sales@decotel.co.uk www.decotel.co.uk

call 01509 264422 or email sales @ decotel.co.uk