Hotel Owner Magazine June 2012 by Designed by Arthouse Publishing

HoTel r e n Ow For the independent hotelier who means business www.hotelowner.co.uk || £4.95 || June 2012

At your leisure Improving health and fitness facilities

In the lap of luxury

Inspiring ideas

Dining out with…

The May Fair’s elegant new Ebony Suite combines luxury with the latest in technological advancements

Kenny Atkinson, the Michelin-starred chef at the fine dining restaurant at Rockliffe Hall

ISSN 2049-7709

What guests want from top class hotels

Editor's letter

Hotel Owner Managing Editor Louise Hoffman louise@hotelowner.co.uk

Editor Sam Guiry

sam@hotelowner.co.uk

Editorial Assistants Naida Ally naida@hotelowner.co.uk

Callum Gildart

callum@hotelowner.co.uk

Deputy Production Editor Lewis Bowes copy@hotelowner.co.uk

Group Advertisement Manager Kelly Smith kelly@hotelowner.co.uk

Deputy Group Advertisement Manager Julie-Ann Kwok julie@hotelowner.co.uk

Deputy Advertisement Manager Chris Keightley chris@hotelowner.co.uk

Senior Sales Executive Matt Ames matt@hotelowner.co.uk

Accounts Maureen Scrivener

maureen@hotelowner.co.uk

Customer Services 01206 767 797

customers@hotelowner.co.uk

Contributing writers

Graeme Davidson, Peter Hancock, Keith Istead, Fiona Patrick, Angie Petkovic, Philippe Rossiter

Editor’s letter

ne of the key stories for us this month has been the news that the chief executive of the Institute of Hospitality (IoH), Philippe Rossiter, has announced his retirement. He has held this position for over 10 years and during this time has been instrumental in effecting key changes within the organisation. Most recently, he has been involved in Vision 2020, with the PDM Group – an initiative to eradicate the practice of sending food waste to landfill. He has also long been an advocate of the importance of education in the hospitality sector, recognising that knowledge is power. He once said that his years at the Institute had taught him that the most effective hotel operators are the ones who never stand still – they’re always out sharing stories and experiences and learning from their peers – an apt description for the chief executive himself. He is not only a Fellow of the Institute, but also a Fellow of the Chartered Management Institute, the Tourism Society, the Royal Geographical Society and the Royal Society of Arts. On hearing the news that he was to stand down, IoH president Sir David Michels said: “He will be very sadly missed but he is leaving a strong legacy for his successor to take forward.” Hopefully this successor will continue to share the similar depth of knowledge and insight of the hospitality sector that Philippe has demonstrated while writing for our magazine since it was first launched last year. We wish him well and hope he enjoys his much-deserved retirement. I hope you enjoy reading the latest submission from Philippe and the rest of this month’s issue.

Sam Guiry sam@hotelowner.co.uk

Cover image Barnsley House

Design Arthouse Publishing Solutions Ltd 01394 410 490 contact@arthousepublishing.co.uk ISSN 2049-7709

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is published monthly by:

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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.

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June 2012

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JUNE 2012 FEATURES

In the lap of luxury

21 21

The shape of things to come

Fiona Patrick, client services director at Condé Nast Johansens, reveals what guests expect from a luxury hotel

At your leisure

With the hotel guest of the future demanding more innovative experiences, we look at the companies keeping pace with change

Prep your tech for this summer’s events 43

With research showing consumer growth in spending on leisure facilities, now would be the ideal time to add to your offering

Stage show

Graeme Davidson from Epson UK discusses how you can capitalise on this summer of sport and screen live events

Check out

Keith Istead, managing director of PSG Events, explains how the right AV equipment can enhance a meeting or conference

This month we look at a selection of products helping guests to get a good night’s sleep

REGULARS Editor’s letter Trade talk

3 6

The latest news from the industry

New appointments

Recent career moves in the hospitality sector

Marketplace

Dining out with…

Michelin-starred Kenny Atkinson offers a taste of the menu that has put the Orangery Restaurant at Rockliffe Hall firmly on the culinary map

A selection of exciting new products and services for hotels, restaurants and bars

Comment

Hotel operators have to ensure their employees are meeting guests’ needs and continually monitor these service levels, says Philippe Rossiter FIH, chief executive of the Institute of Hospitality

Front of house

Marketing matters 28

A selection of innovative ideas from the food and drinks sector

Angie Petkovic explains how you can entice guests to dine in your restaurant and bring in extra profit

Inspiring ideas

The brand new Ebony suite at the May Fair certainly lives up to its name with its dark, stylish wood and wealth of modern technology

Shaun and Jenny McKivragan have deservedly earned numerous accolades while running the Airds Hotel on the stunning north west coast of Scotland

Fresh thinking

44 24

The grapes of wrath

23 25

This month, Peter Hancock immerses himself in the world of wine and discovers that hoteliers must cater for all guests’ tastes

Tradetalk

Independent Hotel Show approaches Following its formal launch at the recent Hotelympia event at ExCel, the Independent Hotel Show has been “met with an excellent endorsement from all sectors of the hotel supply industry and also prospective visitors, with a significant number of hoteliers having already confirmed their interest in attending the show”. Taking place on 16 and 17 October 2012 at Olympia, the event will offer a platform for the industry to engage with independent, boutique and luxury hotel owners, managers and key decision makers. Responding to the targeted nature of the event and the quality qualified audience, over 40 companies have already made a commitment to the show. Gilchrist and Soames, FastBooking, Mr and Mrs Smith, Hotel Perfect, Impact Screen Solutions, EcoPure Waters and B3 Designers are just a few of the brands confirmed as part of the event. Rob Sheard, operations director of Hotel Perfect, said: “This is a dynamic market and we feel that this will be an exciting event for independent operators. Independent hotels are a key element of the UK hospitality industry and I feel that this event could become a very important date in the diary for those operators and their suppliers.” For more information visit www.independenthotelshow.co.uk

Institute of Hospitality chief executive to stand down Philippe Rossiter FIH, chief executive of the Institute of Hospitality, has announced his intention to stand down from his role of 10 years and retire from fulltime employment at the end of the year. The announcement was made in front of the 400 attendees at the Institute of Hospitality’s popular Annual Lunch on 29 May. Commenting on his decision, Philippe said: “The past 10 years with the Institute have been immensely rewarding, and I have had the pleasure of working with some wonderful people. The Institute has come through some major changes in this period and the benefits of these are now being demonstrated in a number of areas. The industry’s professional body is going from strength to strength and it is now appropriate to pass on the baton to someone new who will guide it through the next chapter in its history.” President of the Institute, Sir David Michels FIH, remarked: “We have been very lucky to have Philippe as our chief executive over this period of unprecedented change. His leadership, vision, commitment, and his integrity have helped to lead the Institute through turbulent times and leave us in a much stronger position.” Finding a successor has been tasked to the Institute’s Executive Council, alongside Profile Management and Specialist Recruitment Ltd and Xpress Recruitment.

June 2012

Jones Lang LaSalle sells iconic hotel St Ermin’s Hotel in Westminster has been put to market by global fund manager Angelo Gordon and hotel manager Amerimar, in a move to capitalise on the investor demand for hotel assets in London. The vacant possession freehold offers “an international branding opportunity in one of the most highly sought-after hotel markets in the world,” and Jones Lang LaSalle Hotels will exclusively market the owning company for sale. Partners Angelo Gordon, Amerimar and Gracemark fully renovated the Grade II listed period building, originally constructed in 1889, to return the hotel to its former glory. The iconic and prestigious St Ermin’s features brick-built Dutch gables, baroque and rococo plasterwork with a garden courtyard. In April 2012, St Ermin’s was named in Condé Nast Traveller’s Hot List of the world’s best new hotels. In addition, the property is ranked in the top two per cent of London hotels by TripAdvisor, above hotels such as the Stafford, Dorchester, Goring, Langham, Claridges, Connaught, Berkeley and Savoy. Nicholas added: “St Ermin’s Hotel is fantastically located in one of London’s most sought-after districts, so we expect there to be a high level of interest in this sale. The hotel is incredibly well connected to the London transport network and shrouded by iconic London landmarks. Over £2 billion of investment in new and refurbished office and retail space is due to be completed between 2012 and 2016. This trend, which will augment the existing corporate demand, will continue through the decade as the result of a dramatic master plan which is underway.”

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Tradetalk

Bookings website Hire Space welcomes Moran and Bewleys Hotels

Raymond Blanc wins prestigious award Raymond Blanc, one of the UK’s most respected chefs, has been rewarded for his “outstanding contribution to sustainability and the environment” by being awarded the Special Achievement Award at the Footprint Awards 2012. Nominated for his “passion and deep down conviction to sustainability in an environmental, social and economic sense”, the chef ’s nomination in this Special Achievement Award comes as a result of the public pressure he has put on the foodservice industry by being outspoken about the responsibility across the whole industry to be experts and teachers in sustainability issues. In a ceremony that told a story of sustainability, the Footprint Awards at 8 Northumberland in London, rewarded its winners for their contributions to sustainability and environmental excellence. For further information about the awards, please visit www.footprint-awards.com

England’s biggest fan has been found After an extensive search, VisitEngland revealed that England’s biggest fan is Rachel Kershaw from Lancashire. The country’s national tourist board launched a nationwide campaign in March to find England’s biggest fan, for an all-expenses paid 70-day trip around the country. Rachel Kershaw, 30, wowed the judges with her passion for England and her zest for life. Driving the length and breadth of the country in a classic camper van (provided by O’Connors Campers) and staying in the Camping and Caravanning Club’s sites, Rachel will be getting to the heart and soul of the country. VisitEngland’s chairman and judge Lady Cobham said: “We chose Rachel Kershaw to be our ‘Fan in a Van’ because her enthusiasm and passion for her home country is truly infectious. During this amazing 10-week trip discovering every corner of England, she will, I’m sure, inspire the Great British public to take a holiday at home and enjoy what we have on offer during this very special year.” Follow Rachel on her trip of a lifetime on Twitter @faninavan and read all about her adventures on www.visitenglandblog.com

HOTEL Owner

Hire Space, the website that helps the public book publicly-available space for events, sports, exhibitions, performances and more, recently welcomed Moran and Bewleys Hotels to the site. Hire Space allows hotels to list their function rooms and meeting spaces for free, and then lets the public book and pay for them online. This can either be a minimum spend or hire fee, and the website takes a commission on bookings made. It also lets people book and pay for drinks and meals through the site. The venture is backed by the team behind Top Table, Europe’s online restaurant booker, and is currently signing up hotels in London ahead of its full launch in September 2012. Group director of Moran and Bewleys, Tommy Moran, said he was “looking forward to the possibility of introducing our venues to new markets”. “There are thousands of people searching for these spaces online everyday, and recently published research shows that 58 per cent of these potential customers want to compare prices, check availability and book online. There is no website which currently lets them do this,” explains Hire Space director Will Swannell. Hotels interested in being involved from the start can register at www.hirespace.com/list-your-venue

June 2012

Tradetalk

AND BRIEFLY BDL Management makes key aquisition Multi-brand hotel management company BDL Management has announced the purchase of Greenock’s Holiday Inn Express. The hotel, managed by BDL Management since 2001, re-opened on 26 April after undergoing extensive refurbishment. Speaking of the acquisition, BDL Management’s vice chairman Stuart McAffer said: “We are delighted to acquire the Holiday Inn Express Greenock, a hotel we know very well. The acquisition secures the 17 jobs at the hotel and underlines our ambitious growth plans in the UK.” Organisations unite to help environment The Institute of Hospitality has announced it is now working closely with provider of sustainable recycling and energy production services for the UK food and hospitality industry, PDM Group. Phillipe Rossiter, chief executive of the Institute of Hospitality, said: “As an expert in its field, PDM Group is perfectly positioned to advise and inform our membership on all aspects of food waste recycling and we are delighted to welcome them to the Institute’s growing roster of business partners.” PDM provides a nationwide food waste collection service, serving more than 15,000 establishments in the process. Its methods allow them to take away any food type and products and packaging, which they can recycle into renewable energy, heat, fertiliser and pet food ingredients. Hotel marks 10 years in Investors in People The Earl of Doncaster Hotel has achieved 10 years in Investors in People, the business improvement standard that is administered by the UK Commission for Employment and Skills. Having been a hotel since 1938, it has recently undergone a £5 million refurbishment under the guidance of its new owner, to bring it up to a 4-star rating. “We are the largest independent hotel in Doncaster town centre and now the only 4-star hotel too,” said Fraser Wolstencroft, general manager of the hotel. “Investors in People is all about business improvement, and we have focused on the training, development and recruitment of staff, which we feel is an important part of the hospitality trade” he continued. Wild Harbour is first SRA-approved fish supplier Wild Harbour Fish Company is the first fish supplier to be awarded the coveted Sustainable Restaurant Association (SRA) seal of approval. The newly-launched Cornish-based fish supplier offers 100 per cent sustainable fresh wild mackerel, pollock, seabass, cod, razor clam and lobster direct to restaurants, hotels and gastropubs. All of its fish are wild and traceable back to the individual fisherman, and each fresh fish is caught by hand off the West Cornish coast by local in-shore boats using either rod and line or hand lines. Saul Astrinsky, fisherman and joint owner of Wild Harbour, explained: “We have been fishing sustainably for over 25 years and are now in a position where we can offer our fish directly to those customers who, like me, are concerned about the state of our oceans and fish stocks and want to make a truly sustainable choice.”

May 2012

Edinburgh’s prestigious 5-star Chester Residence takes hospitality crown The Chester Residence, a collection of 5-star Georgian townhouses in Edinburgh’s West End, took the top prize at the Scottish Hotel Awards, attended by 500 guests at a gala dinner in Glasgow. Owned by Graham Wood (pictured holding the trophy with the Chester Residence team at the awards), its 23 ‘homes’ have their own front door and kitchen, as well as central hotel facilities. Dining options include booking a chef or a mixologist to prepare cocktails. “Guest feedback was rich with detail of how staff service led the way at the Chester Residence and this was mirrored in feedback from our reviewers,” said Gary McLean Quin, chairman of the awards’ judges. The other shortlisted finalists were the Sheraton Grand in Edinburgh, CitizenM and Grand Central hotels in Glasgow, the Malmaison in Aberdeen, Meldrum House in Aberdeenshire, Greywalls at Gullane in East Lothian and Hotel Missoni in Edinburgh. Gary McLean Quin added: “These awards have a unique approach: each single hotel, guest house and serviced apartment provider is looked at individually and in depth in order that our team can encourage, motivate and reward excellence. We often work with businesses to develop improvements. Hotels are, in turn, also carefully and expertly compared on a national level to create a specific, accurate guide for guests.”

Hotel puts together a pony trek package A Nottinghamshire hotel, situated on the doorstep of Sherwood Forest, has teamed up with a local pony trekking centre for anyone who wants to ride through the picturesque old stomping ground of the green outlaw and his merry men. The Clumber Park Hotel and Spa first had the idea to create the package after a member of staff with a keen interest in horses suggested it, given the hotel’s location in Sherwood Forest. Linking up with Creswell-based Coloured Cob Trekking Centre, which provides treks through the forest, the package is open to novices right through to experienced riders, meaning anyone and everyone can experience the heart of Robin Hood country from the perspective of the band of merry men. “Last year saw a huge celebration of country heritage with two Royal weddings, and now with the UK having seen the Jubilee and the Olympics taking place in July, the mood of the country is still very much a commemorative one,” explains Edward Mobbs, the hotel’s sales and marketing manager. “Judging from the enquiries we’re receiving already for the package, we’re expecting bookings to increase as we get nearer to the Olympics; people are wanting to celebrate how great it is to be British this year, and you can’t get much more quintessentially British than Robin Hood and the stunning English countryside we’re so lucky to have here in Nottinghamshire.” For further information please visit www.clumberparkhotel.com

HOTEL Owner

June 2012

10 New appointments

New appointments Keeping up-to-date with key personnel changes in your industry

2 1

The Hoste Group

The Hoste Group in Burnham Market, north Norfolk, has announced the strengthening of its senior management team. Andrew McPherson1 is promoted to joint managing director, working on front of house alongside Emma Tagg2, also appointed joint managing director. Helen Millin3 joins the Hoste as head of marketing and public relations and Gemma Arnold4 is appointed head chef.

Douglas Hotel

Arran’s latest luxury hotel has appointed two new managers following its successful launch a year ago. South African Colin Smeeton5 has been promoted to general manager of the 4-star, 21-bedroom Douglas Hotel overlooking Brodick Bay. “There are few places in the world as magical as Arran,” he commented. “The rugged beauty, sense of community and friendly people are a winning combination and the island remains spectacularly unspoiled.” 6

Jurys Inn Aberdeen Jurys Inn Aberdeen has welcomed a new general manager, Andrew McLoughlin6 to lead the team, who run the local hotel boasting 203 bedrooms and four dedicated meeting rooms in the heart of Aberdeen on Guild Street. Andrew has been promoted by the hotel group in recognition of his excellent work as general manager for Jurys Inn, Derby. The promotion demonstrates the continued commitment in 2012 to invest in people and maintain excellence in service for Jurys Inn. Andrew said: “I’m looking forward to working with the Aberdeen team to ensure the continued success of the hotel. With most of the team coming from the local area, I’m sure they’ll give me a great insight into this beautiful city and help me find my feet!”

Cornwall Hotel Collection A new hotel group in Cornwall has made two promotions from within its team. Following the Falmouth-based Greenbank Hotel’s purchase of Alverton Manor in Truro, Kearan McVey7 has been appointed as operations director for both hotels, while Paul Goodwin8 has been promoted to hotel manager for the Greenbank. Kearan will focus on the strategic direction of the two hotels, overseeing the investment and refurbishment projects that will take place at both properties, as well as the recruitment of senior appointments, which is now underway. Paul Goodwin will be responsible for running the Falmouth hotel, overseeing sales, marketing and operations development, while managing the heads of departments.

Your Hotel Worldwide Your Hotel Worldwide has appointed David Warren9 as its regional sales director for its UK business unit as part of the company’s wider expansion plan. With over 20 years of hotel system sales experience covering property management systems (PMS) and channel management, David will help small, independent and privately owned hotels better understand the new and increasingly complex sales marketplace to improve bookings and revenue. Prior to Your Hotel Worldwide, David worked as Group operations manager for a group of 14 hotels and within operational management for Edwardian, De Vere and Hilton Hotels. David will be providing support to hotels based in England, Scotland, Wales and Ireland to further expand the Your Hotel Worldwide portfolio.

Mercure Aberdeen Ardoe House Hotel Rebecca Blair10 has joined the 4-star Mercure Aberdeen Ardoe House Hotel and Spa as sales manager, bringing more than 10 years’ experience in the hospitality industry. Prior to joining the team at Ardoe, she worked in managerial roles for a number of other north-east hotels. In her new role, Rebecca will be responsible for driving the hotel’s sales and marketing activities. She will also be working on developing new business relationships for the hotel, focusing on the corporate meetings and event sectors. Rebecca said: “I am delighted to join the team at Ardoe House and I am looking forward to promoting this hotel. It is a landmark property in Aberdeen, and I am excited to be able to sell a hotel that has such a great reputation in the city.”

June 2012

HOTEL Owner

June 2012

12 Marketplace

 Angel Refrigeration recommends that those concerned about energy efficiency and ecologically friendly refrigeration should take a look at its Everlasting products. Options range from high grade stainless steel cabinets, to specialist refrigeration for catering, ice cream, bakery, fish and curing applications. The Everlasting cabinets are 95 per cent made from recyclable materials, using environmentally friendly refrigerants and high density polyurethane foam. The glass door cabinets with energy saving LED lighting and low emissivity glass features are essential where refrigeration needs to function effectively for 24 hours a day. Information: 01327 810 370, sales@angelcommercial.co.uk or www.angelrefrigeration.co.uk

 British brand Ruark Audio is delighted to announce a longterm alliance with the specialist UK music charity Nordoff Robbins, which is dedicated to transforming the lives of vulnerable children and adults through music. To mark the start of the collaboration, Ruark Audio is releasing a new limited edition version of its iconic R1 MkII radio finished in a luscious orange high-gloss lacquer, which mirrors the charity’s corporate colours. Ruark Audio products can be found in a range of hotels such as the Savoy, the Soho Hotel and Chewton Glen. Information: 01702 601 410, info@ruark.co.uk or www.ruarkaudio.com

Marketplace  EcoPure Waters launches its new 750 millilitre tamper-evident water bottle to complement its existing range of bottles supplied with on-site water filtration systems. This sealed bottle is ideal for bedroom water provision as the cap is not reusable once opened therefore reducing potential theft. The company says: “It is also ideal for both restaurant and bar use, as the end user is served a clean, fresh, finished product enabling hotels to command a high margin with a greatly reduced cost of goods.” Caps can either be applied by hand or with a capping system dependant on volume requirement. Information: 01844 296 595 (Karen Cripps), sales@ecopurewaters.com or www.ecopurewaters.com

 Dawson Foodservice Equipment is introducing the Lainox Heart Green, due for launch in summer 2012. Available in six, eight, 10, 14, 20 and 40 grid options, it can provide the right product for your catering operation. “From fine dining to banqueting, we have it covered, while significantly reducing your carbon footprint. Our commitment to continuous product development and advanced cooking technologies allows us to compete at the forefront of the commercial catering equipment market, providing chefs and caterers with the most advanced production systems available to date,” explains the company. Information: 01226 350 450 or www.dawsonmmp.co.uk

June 2012

 “Get ready to welcome the world with professional name badge and signage systems from Imprint Plus,” says the company. Using its Microsoftcertified design software, you can easily add language flags to badges or design multi-language signs to welcome guests and increase food and beverage sales. “Our DIY badges and signs are elegant, convenient and re-usable so you can be green while saving money. Re-using badges and signs is as simple as replacing the clear inserts that you print with just your PC and standard printer.” To request complimentary samples or to find out about free shipping, use the contact details below. Information: 01875 898 013 or suzanne.colville@imprintplus.com

HOTEL Owner

Marketplace

 Focus SB electrical accessories have been specified throughout the bedrooms and bathrooms of the 5-star Royal Garden Hotel in London. More than 393 bedrooms and bathrooms have had plates installed from the Ambassador range with polished and satin stainless steel finishes. Jonathan Lowrey, deputy general manager of the Royal Garden Hotel, says that they have been more than happy with all aspects of working with Focus SB: “The quality of the plates themselves has been excellent and bearing in mind this project has been on-going for three years, we have developed an excellent relationship with Focus SB,” he says. “Nothing was too much trouble if we had any requests!” Information: www.focus-sb.co.uk

 Outdoor cooking has “never been easier or smarter” than with a Cinders Barbecue. Its elegant lines provide great presentation value at any outdoor event and the twin independent grills on the Caterer TG160 offer a combined cooking area of 7,312 square centimetres. “Are you prepared for a whole summer of celebrations and sport? Picture crowds gathered in a gentle breeze and the aroma from the food cooking on the barbecue attracting a hungry crowd. Customers know that any type of food – beef, chicken, fish or vegetables – seems to taste better when prepared and eaten outdoors. Enjoyed with a carefully selected wine or an ice cold drink, what could be better?” asks Cinders. Information 01524 262 900 or www.cindersbarbecues.co.uk

 AMI Furniture presents the Anatini Stacking Chair, suitable for banqueting and conference situations, where both style and comfort are at a premium. The Italian designed frame is available with or without timber top rail to the back and side and armchairs are inter-stackable. Upholstery can be in fabric, leather or choice of material and the show-wood stained or painted to your specification. The Anatini chair has a traditional look with a modern twist, so is ideal for hotels and restaurants or wherever storage space is limited. For more details or a personalised quote, contact AMI Furniture on the details below. Information: 0115 985 0515 or info@angusmacrae.com

 The Sebo DART is the “ultimate vacuum cleaner for restaurants”. Offering professional performance, the lightweight and versatile commercial upright features a one-pass pick up and is easy to manoeuvre around tables and chairs. The DART features a Flex neck, S-Class filtration, an on-board hose, a crevice nozzle, four-level height adjustment and auto shut-off. The DART’s Flex neck gives 90 degree vertical and 180 degree horizontal movement, providing manoeuvrability for swift cleaning around obstacles such as tables and chairs. The company adds: “Designed to meet the demands of commercial hospitality use, the DART is easy to use, easy to maintain, offers brilliant performance and is costeffective to own.” Information: 01494 465 533 or www.sebo.co.uk

 Following the Jubilee – and with the Olympic Games and European championships all taking place this summer – flags and bunting will be top of many hotel and restaurants’ shopping lists. Greens of Gloucestershire is a specialist flag seller with over 2,500 different flag products available: value packs (pictured), bunting, cocktail sticks, table flags, large display flags, lapel pins, to name just a few. Free UK delivery on all orders over £20. Information: 01452 790 796, sales@greensofgloucestershire.com or www.greensofgloucestershire.com

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June 2012

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Marketplace

 CIMChome is a leading supplier of lighting, furniture, home accessories, cushions and gifts. Its colour co-ordinated ranges fit with any interior design scheme from traditional country house to contemporary boutique hotel. After successfully launching a new range of furniture collections in 2011, CIMC has expanded into a co-ordinated range of design-led furniture, launched in spring 2012. “We have a stunning range of statement lamps for public areas as well as beautiful bedroom lighting. Our table lighting can be used in a variety of restaurant settings,” says the company. All products are available to view and order on the website below. Information: www.cimchome.com

 “With the ever increasing popularity of Facebook, you may want to take advantage of our direct booking app,” says freetobook. “Many accommodation businesses spend significant amounts of time and money on their social media marketing, but really struggle to understand and measure the returns. The app gives your Facebook page the look and feel of your website (room images, descriptions and book now link), making it more transactional. It is free and easy to use plus it can link to whichever booking engine you use.” Information: 0141 270 2173, craig@freetobook.com or www.freetobook.com

 Kitchen and flooring installation products manufacturer Unika has extended its range of worktop protector rods to help hoteliers increase the life of their luggage areas. The pack of six stainless steel rods – which were originally developed at 30 centimetre and 45 centimetre lengths to protect kitchen work surfaces from hot pans – have proven so durable that Unika produced an extended 60 centimetre version for hoteliers, as a luggage rack solution. Marketing manager Louise Scott said: “We’ve found the protector rods are also popular because they are so versatile and look great on any style of matt, gloss, solid wood or granite worktop or furniture.”

 Badgemaster, the UK manufacturer of engraved, ready-to-wear employee name badges, has launched a new product range to fulfil the needs of the re-usable name badge market. InstaBadge, as its name suggests, enables employers themselves to create instant name badges for new starters. “InstaBadge offers the good looks and performance of a permanent badge with all the flexibility of a re-usable one,” explains John Bancroft, Badgemaster’s managing director. “It’s ideal for workplaces with frequent staff changes, as new employees can be smartly badged from the word go.” The new range includes nine different styles, all available in any base colour and with plenty of space for company logos and corporate designs to be accurately reproduced. Information: 01623 723 112, customerservices@badgemaster.co.uk or www.badgemaster.co.uk

Information: www.unikainnovation.co.uk

 Girbau has invested all its laundry and ironing know-how in the development of its new PB Series of flatwork ironers for commercial and hotel laundry applications. The new range offers “improvements in productivity, energy efficiency, ergonomics and precision,” and is now available in the UK for the first time. “Girbau’s successful PS Series ironers have been continuously improved in over 20 years of development,” says Peter Marsh, managing director of Girbau UK. “Our engineers have taken all of that knowledge and experience, together with the latest in manufacturing, materials and technology, to bring us the even better PB Series.” Information: 01462 427 780, sales@girbau.co.uk or www.girbau.co.uk

HOTEL Owner

June 2012

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June 2012

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Comment

When ‘good’ is no longer good enough In today’s fiercely competitive environment, measuring your service levels is a necessity, writes Philippe Rossiter FIH, chief executive of the Institute of Hospitality

“E

ighty per cent of employees described their delivery of customer service as ‘superior’, but only eight per cent of their customers agreed.” Recent research from the Mind Gym found a huge – and disturbing – disparity between restaurant staff’s perception of the service provided and their customers’ opinion. When shown such facts, the employees were twice as likely to blame the organisation rather than accept responsibility. The researchers said that employers need to focus on “getting employees to pay attention” because guests’ satisfaction increases the more attention is paid by staff. A further study by the Disney Institute confirmed that the main reason customers leave is down to contact with “indifferent” staff. The lesson here? Both business operators and employees need to address the problem rather than deny its existence. Businesses should ask: how much interest in guests are staff showing? Do staff ever exhibit an indifferent attitude? Does the workload allow staff time to spend with customers reviewing a menu or discussing services? Have employees received proper training in engaging with customers? If staff indifference is evident, it will be costing the business valuable custom.

What do independent hotels like the Belfry, Sutton Coldfield; the Tontine Hotel, Peebles; Lucknam Park Hotel near Bath; and the Cavendish, London, have in common? All of these organisations use Hospitality Assured, the customer service benchmarking standard. Without using a method to quantify and measure your service levels, it is impossible to tell how well you are doing. In the 1990s, the Institute of Hospitality recognised that there was room for service improvement in the hospitality sector, so it developed the Hospitality Assured standard. The standard identified the hallmarks of good business and provided the framework that could be used by businesses seeking to improve. This standard based on the EFQM business excellence model, assesses a business, scores it, reports back on the good practice and opportunities for improvement and benchmarks the business against its sector mean and best scores as well as the whole of the HA standard user population. But don’t get the idea that Hospitality Assured is only for high-end hotels. It is, in fact, such a versatile tool that it is applicable to all customer-facing businesses; Hospitality Assured clients include not only hotels but hostels, hospitals, local authorities, leisure centres and contract caterers. Less obvious, at least to outsiders, are the benefits of improved morale and engagement of teams during the

Hospitality Assured process as they gain a greater appreciation of the impact of real customer focus on the business.

Employers need to focus on

“getting employees to pay attention” because guests’ satisfaction increases the more attention is paid by staff The Belfry is one of the latest businesses to become Hospitality Assured and its 550 employees spent nine months working towards accreditation. General manager David Toulson-Burke commented: “The key to the success of the accreditation is not only in the passing, but the way in which the criteria will continue to live and breathe in our organisation, driving forward our desire for continued customer service excellence. The on-going support and efforts of our staff have been fantastic and I am confident to also see benefits within their own personal development and working practices.” Organisations using the Hospitality Assured standard know that being merely ‘good’ is far from good enough in today’s demanding environment. For more information go to: www.hospitalityassured.com

The Institute of Hospitality is the professional body for managers and aspiring managers, providing support to improve and develop their professional skills. In addition to its suite of qualifications, it also offers a wide range of information services designed to help those working in the hospitality sector. Further information is available at www.instituteofhospitality.org

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May 2012

18 Front of house

Front of House Shaun and Jenny McKivragan reveal more about running a hotel in one of the most scenic parts of the country – the north west coast of Scotland

glance at The Good Hotel Guide reveals that the Airds Hotel in Port Appin on Scotland’s west coast is “a supremely sophisticated small luxury hotel with gleaming bathrooms with a neverending supply of hot water, assiduous housekeeping and service with spot-on attention to detail.” High praise indeed for what was once a simple ferry inn offering rest and refreshment to the local farming community. Today the hotel is run by Shaun and Jenny McKivragan whose aim is to offer their guests what they describe as “understated luxury.” The couple took over the hotel in the winter of 2002 and have certainly put their own stamp on the property with tasteful refurbishments of a number of bedrooms and public areas. As Shaun explains, “we converted two smaller rooms into our master suite complete with balcony, and extended underneath this to enlarge another room into our junior suite. About three years ago we converted our dispensing bar into a whisky bar for guests, which also displays our wine cellar behind glass panels.” The couple have also added a croquet lawn, a little putting green with a small summer house and a luxury, two-bedroomed self-catering cottage in the grounds. In total the accommodation includes 11 bedrooms and suites plus the self-catering

June 2012

cottage, which are all elegantly decorated with designer fabrics and wallpapers from labels such as Jane Churchill, Zoffany, Designers Guild and Colefax and Fowler with styles varying from country house to boutique. No expense has been spared on ensuring guests get a good night’s sleep, as Shaun adds: “We have replaced all of the beds with Vi-Spring as they are such good quality and we emphasise this in our literature.” Additional touches include the crisp Frette linen, newspapers and Bulgari toiletries. The couple also pride themselves on the high standard of food they offer, which has earned them the Medaille D’Or (for outstanding excellence in dinner service) and entries in The Good Food Guide, a Michelin Red Entry and three AA rosettes. Shaun says: “We have introduced a tasting menu to run alongside the normal menu as well as special packages like culinary weekends, mushroom foraging and gourmet nights, where we match wines with a tasting menu specially created for the evening.” In addition to the accolades they have received for the fine cuisine, the couple’s focus on customer service has also reaped its rewards. As Shaun says, “a hotel is only as good as its staff and we pay particular attention to training to ensure consistency of service. We are fortunate to have a terrific team led by Graham Steven front

of house, and Robert MacPherson in the kitchen. We encourage staff to talk to the guests and our art is to judge which guests want to interact in this way and which don’t. Empowering the staff in this way gives them greater job satisfaction.” Shaun believes that seeing things from a guest’s point of view has been key to the success of the hotel and although he admits it’s a cliché, the team always aim to exceed their guests’ expectations. It appears that many of the people staying at the hotel are more than happy with the levels of service, as Shaun adds: “The biggest compliment is when guests say to us that we have the right balance between being highly professional and efficient, yet friendly.” They also seem to have struck the right chord with renowned travel expert Andrew Harper who has included the hotel in his Hideaway Report – a peerless reference guide to the world’s most distinguished hotels and restaurants – while Alistair Sawday says of the Airds: “Ambrosial food, glittering interiors and faultless service make this one of Scotland’s loveliest country house hotels.” It was also named as one of the most romantic hotels at the Scottish Hotel Awards, and part of the reason for this lies in the property’s stunning setting next to the shores of Loch Linnhe. Shaun says: “The primary reason guests stay with us is

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Front of house

Castle Stalker/VisitBritain/Dennis Hardley

for the incredible scenery. The north west coast of Scotland has the most dramatic landscape of anywhere in the UK, and even from our doorstep there are wonderful walks.” There is also a purpose-built cycle path created from a disused railway line which runs along the coast between Ballachulish and Benderloch, offering spectacular views across the loch. The property is close to Oban offering access to Mull and the other Hebridean Islands, while the Nevis mountain gondola, just north of Fort William, offers great skiing, hiking and world class mountain biking. The couple admit that with the economy in its current state, there is a thin dividing line between success and failure, adding: “We have to ensure we remain competitive and this means embracing new technology such as social media. Developing a Facebook and Twitter strategy has been a real education and requires a new way of looking at marketing.” As for the future the couple believe there will be an increasing polarisation between those hotels that simply provide basic hotel services and those that offer a unique and memorable experience that a guest will remember for the rest of his or her life. It is clear the Airds Hotel at Port Appin falls into the latter category, offering a stunningly beautiful location, superb cuisine and a service that is second-to-none.

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June 2012

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Food and drink

Fresh thinking

Serving up the latest ideas from the food and drinks sector

 R B Distribution supplies high-end retailers and speciality food stores in the UK and Europe with over 500 American gourmet food products. The company is now offering this range to hotels, bars and restaurants including Grade A maple syrup from Brown Family Farms in Vermont, prepared in small batches by independent New England farmers and now available in catering sizes. For a unique taste of New England, Brown Family Farms also produces pancake mixes made with 100 per cent natural ingredients including buttermilk, apple and cinnamon and blueberry flavours. For a unique range of nuts, snacks and even Bloody Mary mixers, try out the Blue Crab Bay range, which is made in Virginia and a great alternative to traditional bar snacks. Or, for a quality breakfast product, try McCann’s steel cut oatmeal, which the company says is widely regarded as the world’s finest oatmeal.

 The Wild Hibiscus Company can add a touch of charm and sophistication to any event or special occasion. From its base in Sydney, Australia, this family-owned firm exports the wild hibiscus flowers to over 30 countries around the world. Not only can the flower be used as a garnish to champagne, it can be used in a wide variety of cocktails and as a decoration to bring a special touch to many dishes. The wild hibiscus flower is a 100 per cent natural, edible product. The catering jars contain 50 handpicked, selected flowers as well as water and cane sugar, which are added to create a smooth textured flower and crimson coloured raspberry/rhubarb flavoured syrup. Simply place a flower in the bottom of a champagne flute, add your chilled champagne with a dash of syrup to taste and colour, and watch as bubbles steam off the fully opened flower. Information: 0208 123 2880 or www.thecookingsource.co.uk

Information: 01454 219 445 or www.americanfoodwholesalers.co.uk

 Byron Bay Cookie Company, which has over 20 years’ experience baking gluten-free cookies, is introducing a gluten-free variety to its café cookies range. The new Byron Bay Gluten-Free Domino Cookie is filled with chunks of premium European milk and white chocolate in a light, buttery, gluten and wheat-free cookie. The cookie has been certified by Coeliac UK and carries the crossed-grain symbol and is also approved by the Vegetarian Society. The new cookie joins the classic, traditional flavours such as White Chocolate & Macadamia Nut, Natural Honey and Oatmeal, and the company’s own originals such as Triple Choc Fudge and Dotty Cookies. Information: www.byronbaycookies.co.uk

 Atkins and Potts makes over 120 speciality products from quality ingredients in its Berkshire kitchen, from jams, ethnic pastes, vinegars, cooking and dessert sauces, to jellies, marinades and relishes to name but a few. Alongside traditional favourites, the company also likes to include classics with a contemporary twist, experimenting with new flavours and textures. One of the most popular ranges is the chilli and savoury jam, which works equally well as a condiment, dip or glaze, adds flavour to sandwiches and stir-fries, or can be used as a secret ingredient in gravies and sauces. The Chipotle Chilli Jam is the company’s best selling product, with its wonderfully smoky, spicy flavour that is great with antipasti and strong cheeses, as a glaze for meat or as a dip with mayo. Information: 01635 254 249 or www.atkinsandpotts.co.uk

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 Hampshire-based New Forest Ice Cream has launched another interesting flavour to add to its rapidly expanding range. The real liquoriceinfused ice cream has been further enhanced with a thick, liquorice ripple to give that added hit. Part of the company’s Continental range, the ice cream is made without eggs, is suitable for vegetarians and completely gluten-free. Liquorice is just one of 18 varieties in the New Forest real Continental range, with a further 20 flavours available in its Real Dairy Ice Cream Range. Information: 01590 647 611 or www.newforesticecream.com

May 2012

22 Signature menu

Dining out with… Kenny Atkinson, director of food and head chef at Rockliffe Hall in Hurworth near Darlington, County Durham

ess than two years after its launch, Kenny has firmly placed the 5-star Rockcliffe Hall’s flagship restaurant, the Orangery, on the culinary map. Within nine months of opening, the Orangery was awarded three AA rosettes and has quickly gained its reputation as one of the highest quality fine-dining restaurants in the north east. Kenny – a Michelin-starred chef who has previously worked at the likes of St Martin’s on the Isles of Scilly and Seaham Hall in County Durham – is well-known for his appearances on TV shows such as

June 2012

Saturday Kitchen and Sky’s Good Food channel. He has also clinched the coveted title of winner of the BBC’s Great British Menu twice and the Catey’s Hotel Chef of the Year in 2009. The Orangery’s selection of tasting menus change regularly, with Kenny making best use of local, seasonal ingredients and herbs growing in the grounds of Rockliffe Hall, which itself was recently named the best large hotel in the UK by VisitEngland, beating the likes of Bovey Castle in Devon and Rudding Park in Harrogate.

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Signature menu

Line-caught mackerel, Spillman’s Yorkshire gooseberries, lemon and mustard Mackerel is a moist, rich-tasting fish so is best paired with sharp flavours rather than creamy sauces. Fresh, light ingredients perfectly complement this fish and are also ideal in the warmer months, or as a light starter. Mackerel is one of my favourite fish and is at its very best between June and October – I always go for local flavours and north east mackerel is the best. This dish is a firm favourite on our menus and one I am always asked for at the Orangery at Rockliffe Hall, as it took me to victory on the BBC’s Great British Menu in 2010. I have varied it over the years but I always come back to this mix of flavours. The gooseberries – fresh from Yorkshire right on our doorstep – and lemon provide a zesty sharpness, while the mustard adds warmth to bring the flavours together.

Pan-roasted stone bass, risotto of wild garlic with Bourgignon garnish and red wine Stone bass and risotto are popular components for many dishes as, individually, they offer simple flavours, yet combined they provide a luxuriously tasty main course dish. Both bass and risotto must not be overcooked as this will destroy their flavours and textures so timing is everything with this dish. The bass is a relatively oily fish so pan-roasting provides the perfect cooking method to allow the fish to remain light and full of flavour. Wild garlic is a superb flavour to add to risottos, pesto and soup or to spice up a potato salad. After months of serving winter root vegetables, we really look forward to these lighter flavours and the smell of wild garlic permeates the hedgerows and woodland areas around Rockliffe Hall – we always pick our own and use it in this simple yet aromatic risotto. The Bourgignon garnish and red wine complete the dish, adding a little piquancy and depth without overpowering the fluffy, garlicky risotto and fish combination.

White chocolate mousse with fresh raspberries and raspberry sorbet This is quite simply a perfect way to finish off a menu featuring such a mix of intense flavours. It’s light, fresh and fruity! The melt-in-the-mouth white chocolate mousse is a better option than milk or dark chocolate, as it is not only lighter on the palette at the end of a meal, but it lifts the sharpness of the raspberries and the accompanying sorbet to offer a perfect palette cleanser.

HOTEL Owner

June 2012

HOTEL Owner

Comment

Marketing Matters This month Angie Petkovic looks at whether your restaurant is delivering as big a return on investment as you deserve

o you know that feeling when Nowadays, we all demand what we you think all is well with your want on the plate, rather than what the hotel but something is missing? When menu enforces. did you last look at it as a cost centre Think about information in the in its own right? Maybe you’ve seen a bedroom – the talker card can shout drop in occupancy or people coming about this week’s specials. When I in off the street. I know many of you had my hotel, our chef let our guests will put it down to the recession but it’s try tasters of his latest starters or pies, worth considering if it is time to look actually at the bar. His famous ‘plated at your current food offering. tasters’ of roast potatoes and latest steak Not so long ago, all guests cuts were wildly popular in the bar and piralling sugar fantasies and exotic automatically booked the dinner B&B soon got the crowds wanting to eat in starters are all very well, but if they rate and it was the done thing to dine our restaurant that evening. This simple don’t fit with your clientele then they in the hotel restaurant. These days act was such a great way to get guests with all of the voucher deals, loyalty really engaging with the food. On that will never sell and entice people in cards and rising popularity of the big note you have to ask yourself, do YOU restaurant chains via heavily marketed love food? If you don’t then fair enough campaigns, more and more guests are using establishments for just but work out how you market your chef ’s love of food! the B&B facilities and not dining in their hotel restaurant. On the confirmation email or letter, why not add on a meal The first stage is to look at your offering. Decide if it is current offer ‘flash’ to get people thinking about using your restaurant. enough and whether you are delivering an experience that is right Showcase your proud food offering to the local community. A for your demographic and geographical position. Ask yourself – is scheduled evening once a month could be a regular ‘event’ so it competitive? Does it pander to your chef ’s ego but not to your people can come along and try the food. This preview with drinks diner’s demographic? Spiraling sugar fantasies and exotic starters and food samples will celebrate your latest menu. Attendees could are all very well, but if they don’t fit with your clientele then they leave with a voucher to use mid-week and go home being fully will never sell and entice people in. reminded and educated about the great food and other facilities A successful hotel restaurant starts with how you market it to you can offer. Through wine and nibbles, you can get them in, the public at their first customer touchpoint. Does your website out and thinking! Invite your foodie reporter from the local paper have great pictures of your current food? In my previous column, or lifestyle magazine and invite them in for a meal. A local press I alerted you to the need for good quality images. I am seeing review goes a long way, provided when they arrive at reception more and more fantastic videos on hotel websites that convey they do get what has been promised. My final tip is to formulate ambience and gorgeous dishes. These do a very persuasive job a questionnaire to see what your guests have to say about their at making guests want to dine with you. British produce is very restaurant experiences and likes/dislikes. To recap, here’s this month’s checklist: much in vogue, and so is good quality and provenance, hence these should be reflected on your website. The web is the perfect • Is your menu right for your demographic? • Is the menu right for your chef ’s strengths? place to talk about local farmers, local cheese, your favourite suppliers. It doesn’t have to be all bunting and British; you could • Is provenance promoted? • Are you engaging effectively to let people know you have a reflect the nationality of you, as the owner, or your chef in your restaurant available? menu choices. • Are you marketing it in a way to get people returning? Next up, look at your menu – is it too big or too complicated? I hope this helps you and gives you some ‘food’ for thought Over sophisticated menus frequently fail in favour of wholesome, (literally). Guests coming down your staircase for their evening good quality, simple descriptions. Reassure your guests on the out should witness a well-lit and enticing restaurant area with a menu with how flexible and easy it can be to perhaps mix and buzzing atmosphere and great looking food; not empty chairs. match options in case someone doesn’t like a sauce or ingredient.

Angie Petkovic is the managing director of apt marketing & pr, an integrated full service agency based in Cheltenham. Angie is an ex-hotelier herself and a well-connected tourism ambassador who understands the business. With a long pedigree in hospitality, spa and tourism client campaigns, Angie’s team help their clients boost occupancy, maximise their profile and improve their customer offering by formulating a realistic, cohesive and affordable strategy. Ring Angie for a coffee and a chat on 01242 250 692 or email angie@aptmarketing.co.uk to find out how her expertise in effective communication can help you, whatever your current business situation. For further information go to www.aptmarketing.co.uk

HOTEL Owner

June 2012

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28 Inspiring ideas

The stylish, dark wood, ivory and chic metallic interior features a 67 square metre lounge area, complete with four-seater dining table and 52 inch flat screen TV. Taking pride of place in the centre of the master bedroom, the TOTO tub is elegantly positioned on a raised platform, partially enclosed by Japanese-inspired panelling for extra privacy.

Inspiring

IDEAS

The elaborate Ebony Suite offers guests the latest in contemporary comfort, indulgence and flair

The dining chairs, headboard and stool are from Christopher Guy.

The leather is Alma.

The joinery was Eesmith. The TOTO bathtub’s unique LUMINIST material allows soothing, colour-changing lighting effects while guests soak. The Ebony Suite’s luxury living area leads out to a large 34 square metre private terrace, complete with patio furniture and stunning views across Mayfair. June 2012

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Inspiring ideas

The sofa is from flexform. The bedside lights and sitting room mirror are Garcia Requejo. The TOTO Washlet features a heated seat and integrated bidet with water temperature and massage functions, all operated via a wall-mounted remote control panel. General manager at the May Fair, Anthony Lee, said: “The Ebony Suite combines luxury comfort with the latest in technological advancements. A bedroom; a bath – these are not just functional, they’re experiential.” HOTEL Owner

June 2012

30 Luxury hotels

In the lap of luxury Fiona Patrick, client services director at Condé Nast Johansens, looks at feedback which reveals what impresses guests most about staying at a luxury hotel and what disappoints

indings from an online survey from Condé Nast Johansens shows that the key to satisfying the hotel guest and ensuring they come back is to deliver value for money with a capital V. Whether a seasoned business or leisure traveller, a romantic couple or a celebratory group looking forward to a special occasion, the attitude of the staff, the treatment received and the overall ambience and ‘wow’ factor are all extremely important. Operators getting it wrong not only damage the reputation of the hospitality industry, but can also wave bye-bye to guests. Today’s customer – including those from the emerging markets – is happy to pay for a service that warrants it but woe betide any operator that cuts corners. Global luxury hotel guide Condé Nast Johansens, which annually inspects and recommends some of the finest hotels, country houses, spas, resorts and venues across the globe asked its readers, via an online survey: ‘What impresses you most about staying at a luxury hotel and what really disappoints you?’ Through regular visits and communications, its team of hotel inspectors ensure that high standards are maintained, and feedback from the guest, such as that gleaned from this ‘tell it as it is’ survey, is always of interest to Johansens, as well as to the recommended hoteliers that understand the importance of delivering only the best.

June 2012

Key findings showed how a hotel can continue to keep its edge in these difficult times. Hotels also found the survey a useful tool for their front of house training message to emphasise the importance of service. So what were the areas in the survey most mentioned? Scoring most highly on positive impressions were: courteous and smiley, friendly staff; a genuine welcome (with the emphasis on genuine); attention to detail; and the quality of service (good management practice counts manifold). Scoring just as highly was cleanliness (good housekeeping is a big feature); a comfortable bed (this really is a huge bugbear); and spacious and impressive bathrooms (and all of the expected accompaniments such as large fluffy towels and smart toiletries). Rooms most mentioned as having to be perfect are the bedrooms and bathrooms and 80 per cent of guests admit

It is those little extras and ‘wow’ factors that

count so much too – the good old fashioned chocolates, flowers or champagne in the room

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Luxury hotels

Eighty per cent of guests admit that the bathroom is one of the first things they inspect when entering a hotel room

that the bathroom is one of the first things they inspect when entering a hotel room. A decent sized television that works; a sustainable policy in place; iPod docking stations; and complimentary internet access also tick the right boxes, but if a luxury hotel lets the guest down, particularly at check-in or check-out, brownie points are definitely deducted. Also of importance is a good breakfast! It is those little extras and ‘wow’ factors that count so much too – the good old fashioned chocolates, flowers or champagne in the room – or better still, upon arrival, the bedroom available for immediate occupancy, a genuine upgrade, a hand written welcome note, glossy magazines, locally sourced produce, choice of pillows… so simple to arrange and so effective. What can a hotel do to ensure a guest never comes back? The opposite of the above plus: bad service; unpleasant and unhappy staff; miserable managers; meanness; leaving customers feeling ripped off; dirtiness; uncomfortable beds; noise; odd smells; and tired décor were also highlighted. So what about the requirements of the BRIC countries? Luxury hotels can expect a marked increase of visitors over the coming years from Brazil, China, India and Russia and they have very

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specific needs. Some of these were discussed at the recent Condé Nast Johansens hotelier meetings throughout the UK and Europe where many an anecdote was shared with the hoteliers and CNJ Preferred Partners present. For example, for the Chinese, ensure you have a kettle in the room and a supply of dry noodles, that there is a Mandarin speaker available if possible and you either provide Chinese food or have a special arrangement with a nearby restaurant. If they like a hotel, they are likely to return a second or even a third time, so loyalty programmes are a good idea. Russians are big spenders, love new and challenging opportunities and enjoy combining culture with extreme sports. Brazilians are regular travellers, true explorers and also spend large amounts – they like to party, so provide lots of reasons to celebrate. Indians – as well as a passion for skiing – like cultural and sightseeing holidays. What they all have in common, though, is the love of luxury goods, so to impress, arrange shopping experiences and show off recognisable brands in your bathroom, furnishings and bar. For more in-depth findings of the survey/full copy of the quotes or to be considered for recommendation, please contact Fiona Patrick, client services director, Condé Nast Johansens via fiona.patrick1@btinternet.com To experience luxury as it should be, visit www.condenastjohansens.com

June 2012

HOTEL Owner

34 Leisure facilities

At your leisure With more people pursuing healthier lifestyles, leisure facilities can add value, increasing the profile of the hotel and ultimately attracting more guests

ecent research from Mintel suggests that British consumers, rather than cutting costs on leisure activities over the coming months, are in fact set to increase spending. Mintel questioned leisure activity participants and found that over 56 per cent had not changed their spending habits while 14 per cent said they intended to spend more. Michael Oliver, senior leisure analyst at Mintel, said: “The fact that consumers are not planning on cutting back on fitness spend reflects the fact that gym memberships are no longer considered a frivolous luxury but are now seen by many consumers as an essential part of their daily lifestyles; part of keeping healthy and fit in the same way that watching what they eat and drink is.” With more of us seemingly intent on leading healthier lifestyles, increasing numbers of hotels are changing their offering to meet the demands of their fitness-conscious guests. High quality leisure facilities now rank highly on a guest’s list of priorities and any hotel failing to offer this may be putting itself at a disadvantage when compared to its competitors. In recent years the hotel sector has been one of the fastest growing business segments within the fitness and wellness industry according to Gianluca Laganà of Technogym. He says: “There is a strong growth in demand for state-of-the-art

June 2012

fitness equipment.” The company has provided customised wellness areas for some of the most prestigious hotel chains in the world, from fully-equipped gyms to individual pieces that can be added to an existing suite. One of Technogym’s latest innovations is the Recline Personal, a new recumbent bike that offers a complete cardiovascular workout. In addition to its ergonomic seat and pedals, elegant finishings and materials, it also features the Visioweb – a touch screen to surf the net, watch TV, listen to the radio and even watch video tutorials

while working out. The company explains: “Recline Personal has two characteristics that make it suitable for use in private, prestigious and refined environments: reduced size and unique design. For these reasons, it can be appealing to place it in a hotel room, offering exercise as a sort of in-room service.” Laura Johnson, creative director at Spa Creators UK, has seen increased demand for both new spas and refurbishments of existing sites. She says: “Hotels are looking to enhance their offering by transforming a pool and small gym into a spa zone. This

Technogym

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Leisure facilities The Nare Hotel Barnsley House

equipped gym and luxury Jacuzzi. Laura says the addition of the spa facilities has “increased the opportunities for improved utilisation of the hotel in off-season months by attracting a different market – the day guest or member.” This was also the case at the Mere Golf and Country Club, where the existing client base was predominantly golf members. Laura adds: “The spa has been an overwhelming success and provided new opportunities to market the venue in the Spa Creators UK local area and widen the target audience.” Laura sees no sign of the spa trend waning, can add additional revenue from day spa instead seeing a great opportunity for guests as well as providing genuine added hotels to capitalise on the market share of value for the hotel guest.” The company has consumers who traditionally looked abroad designed and created spas for prestigious for a mini-break but are now looking closer hotels such as the 5-star Royal Yacht to home as the recession curbs interest in Club in Jersey and the Mere – one of the overseas travel. country’s premier golf and country clubs. Eleven years after opening its doors to Spa Sirene at the Royal Yacht Club is the public in 2000, the Bentley Hotel now one of Jersey’s most exclusive spas and Spa, on the outskirts of Lincoln, and is widely recognised as one of Europe’s took the plunge and re-invested in its finest with its heated vitality pool, Swedish facilities, which included the creation of sauna, aromatherapy steam room, salt a new beauty spa. Although the hotel’s steam therapy, experience showers, fullyleisure club is a popular facility, proprietors

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Carole and Ian Wootton wished to add a new dimension to the resort and were keen to tap into the growing appeal of spa and beauty treatments. “We attract guests from all over Lincolnshire and Nottinghamshire to stay and make use of our new facilities now,” explains Carole. “Guests want to spend time and relax in luxury surroundings, which are what we have tried to create here, using the best quality suppliers, products and materials in the construction.” The state-of-the-art spa offers guests an aromatherapy room, salt room, foot spa, monsoon aroma steam shower, monsoon rainforest shower and a jouvence dry flotation bed. Carole and Ian wanted the same highend approach for the changing rooms and approached Craftsman Quality Lockers (CQL), a leading creator and provider of changing facilities. The company had fitted out the male and female locker rooms in 2000 and was called in again to continue the working relationship with the resort. “The first time round, when looking for the right supplier, we were hearing lots ▶▶▶

June 2012

36 Leisure facilities

The Chester Grosvenor

of good things about CQL,” Ian recalls. They’d fitted some high profile clubs and we liked their quality, wooden lockers.” In the spa, the requirements went beyond simple locker provision, with the male spa changing room including four halfheight Maximizer lockers and one wet vanity top and surface mounted mirror, while the women’s called for 16 half-height Maximizer lockers, a wall-fixed bench seat and two vanity shelves. Feedback to the spa provision is as positive as the proprietors Timbertech (Calcot Manor Hotel and Spa) Craftsman Quality Lockers

could have hoped for. “The reception we’ve had is fantastic,” Ian enthuses. “The spa has been an overwhelming success, and that’s been down to the high quality we’ve adhered to, aided by firms like Craftsman, which went over and above to ensure we had the end product we wanted.” With the rise in popularity of spa and pool facilities, decking is proving a popular option with many hoteliers. One company that has been quick to capitalise on the decking revolution is Timbertech, a manufacturer of wood composite decking. Unlike traditional timber decking, it is made from reclaimed wood fibres and polymer resins and requires no staining or sealing, and the company says that it “will never warp, splinter or fade.” It also features highly reflective colour pigments which

June 2012

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Leisure facilities

Barnsley House

help to reflect heat, allowing it to stay cool on even the hottest days. The company’s director Jason Cole says: “TimberTech’s decking has already been chosen by a wide range of specifiers, designers, architects and landscapers, from high-end residential properties to commercial projects such as hotels and spas.” This included the installation of VertiGrain Grey decking at the Calcot Manor Hotel and Spa in Tetbury, where a low maintenance, slipresistant but stylish solution was required for this key leisure facility. Good lighting is key to any pool or spa area and with the advances in LED lighting these areas can be illuminated at very little cost. The lights can be supplied in a variety of colours and lower energy use means significantly smaller electricity bills. UK company Dali Lighting has introduced an innovative new scheme where customers can install LED lighting with no upfront cost and pay for the lamps on a monthly basis. The company offers what it describes as

“true like-for-like halogen replacements,” and explains that “although there are replacement LEDs on the market, they frequently fall well short of matching halogen and represent a disappointing and unsatisfactory technical and commercial way to transition to LED lighting.” They are capable of achieving directional light output and colour comparable to that of a 50W halogen lamp. They also consume 80 per cent less power and with a seven year warranty offer the fit-and-forget convenience of 60,000 hours’ operation. The company recognised that the biggest block to the widespread adoption of LED lamps to replace halogen in commercial applications to date has been capital cost, and with the launch of this scheme the company believes it has “opened the door for a wide range of businesses to start enjoying LED technology

that will not only save them money, but also reduce their carbon footprint.” As well as the purchase of any leisure equipment and refurbishment of any existing facilities, hoteliers will also need to take into account additional costs for the maintenance of the facilities. Sodden changing rooms and spa and poolside areas can prove a real problem, as well as being a safety hazard for guests. The Numatic TTB1840 is an easy-to-use floor cleaning machine for all sizes of hotel. Its simple one pass cleaning leaves a clean, dry area ready for public use with minimal fuss. It can tackle all hard floor types. It is equipped with a hi/lo function allowing quieter operation, and – as the company explains – provides “quick and easy use with less time spent cleaning while reducing the risks presented by wet floors in public areas.”

Supplier listing Craftsman Quality Lockers: www.cqlockers.co.uk Dali Lighting: www.dalilite.com/get-turned-on Numatic International Ltd: www.numatic.co.uk Spa Creators UK: www.spacreators.co.uk Technogym: www.technogym.com/gb/ Timbertech: www.timbertechuk.co.uk

Numatic

HOTEL Owner

June 2012

HOTEL Owner

Technology showcase

Stage show Keith Istead, managing director of PSG Events looks at the ways in which hotels can enhance their events, with the right AV solutions, even when budgets are tight

o one in the events industry can deny that clients today have become more demanding. Despite the fact that money is tight, corporations, societies, associations, charities and government departments are all looking to hold meetings, conferences, road shows, product launches and award dinners to a very high standard with a budget no more than they had four years ago. In other words they are expecting more for less. Invariably these events will require a large content of audio visual and presentation equipment together with conference sets, lighting, sound systems and staging. Much of the events industry has for years provided an excellent reactive approach to clients’ requirements. As soon as the client indicates they wish to stage a conference, the nominated event handler swings into action, producing ideas, creativity, feasibility, concepts, proposals and quotations. Everything produced is geared to that one particular client’s specification, hence the cost and time involved. Hotels and venues are well-placed to take advantage of today’s demanding clients and step into a gap in the market created by reactive event handlers who work only on demand. This can be achieved by sourcing proactive event companies that are prepared to work with hotel and venue sales teams to produce complete event packages, tailormade to suit individual hotels and venues and then offering them to their clients as workable concepts for any future event a client may be contemplating. Not only will hotels be taking the initiative by offering creative event solutions to their current and prospective clients, they will also earn additional revenue and valuable kudos. Event packages, if well-conceived, in their most basic form will include an LCD data projector, a suitable projection screen and a modern compact backdrop and possibly some staging and a small sound system. Some event packages include only a choice of backdrops, ideal for venues that have their own AV presentation equipment. It is easy to scale-up event packages for larger meetings, progressing on to mini conferences and award dinners, and these may include a conference set with an integral projection

HOTEL Owner

screen, high powered data projector, sound system with radio microphones, staging and lighting plus on-site technical support. One would hesitate to recommend packages for all types of conferences due to the fact that no event is the same. A presentation package is a framework, or if you prefer, a platform upon which to build the type of concept you wish to present to your audience. In many cases the packaged event is all you need, while in others it needs to be embellished to reflect the company’s concept of the image it wishes to portray to its delegates. Where costs are paramount, event packages may well provide an ideal solution and an excellent controlled introduction into holding events and conferences for the first time. Apart from the very elite modern venues where specific rooms have been specially designed to hold large events of every description, many earlier hotels have a maximum of one or two rooms that can accommodate between 200 and 400 delegates, and many of these rooms, complete with a built-in stage, are designed for large dinners and dances rather than conferences and product launches. If a designated conference room is of a uniform shape – by that I mean square or oblong and has the luxury of a ceiling height of 3.5 metres or more – then the task of designing a conference for that room can be quite straightforward. If, on the other hand, the rooms have a low ceiling, pillars down either side or poorly positioned lighting chandeliers and fire exits, then designing a conference for those types of rooms will present problems.

Events will require a large content of audio

visual and presentation equipment together with conference sets, lighting, sound systems and staging Once again a proactive event company in conjunction with a hotel can and will pre-empt these problems. This can be done by the hotel commissioning for a small fee – or in most cases free of charge – the events company to design one or more conference sets way before a client comes on the scene. These would be tailormade to suit one specific room. 3D designs of a set in the room can be shown to a client at a very early stage either by a hard copy or via a PDF, enabling them to visualise the concept being put forward. Contours of the room can be used to create a stunning focal point; front or rear projection can be decided upon and used to their best advantage and twin screens can be particularly effective to counter low ceilings. Many a room considered unsuitable for conferences has been transformed by a little thought and a few good ideas. Once the basic layout for an event has been decided upon, it is then a straightforward process to produce floor and seating plans to scale. These will provide accurate details of how many delegates the room can hold, whether using theatre style, classroom, banqueting, half-moons or cabaret. For further information on PSG Events Limited, please telephone 01905 726 665, email keith@psgevents.com or visit www.psgevents.com

June 2012

40 Technology showcase

The shape of things to come A

ccording to a report by Fast Future Research, commissioned by Amadeus, hotels are set to undergo a dramatic change over the next decade. In its report, Hotels 2020 – Beyond Segmentation, Fast Future Research found several key findings, most notably that the hotel guest of the future will demand greater personalisation, increased comfort and more innovative experiences. Rohit Talwar, chief executive of Fast Future Research and co-author of the report, says: “Hotels will be a technology-rich environment so that rooms can configure themselves to customers’ choices.” With this in mind we look at some of the latest innovations companies are offering to improve the overall guest experience. With flexibility crucial and a need to respond to hotel guests’ demands in a quick and efficient manner, ICRTouch

June 2012

Most systems used by hotels in the UK are compatible with market-leading ICRTouch products. ICRTouch co-founder and CEO Colin Ringer says: “The hotel industry is a strong sector for ICRTouch. We’re extremely proud to be able to offer to small, independent hoteliers a level of pos to pms integration that’s currently enjoyed by larger chains.” With the demand for conventional pcs dwindling, the tablet pc is set to become the key personal computing platform over the next few years. Leading provider of mobile computing solutions for efulfillment and electronic dining, X2 A major new report offers Computing, has responded a glimpse into the hotel of to this trend with the launch of the X2 Sapphire, a new tablet computer. the future with intelligent Compatible with all Windows operating and responsive technology systems, including the forthcoming to meet the demands of Windows 8, it can be quickly and easily integrated into corporate networks and the modern guest will run all commonly used business applications out of the box without the expense of rewriting existing applications. has developed its Touchpoint software. With a slim form factor, it is specifically More than a decade in development and designed for business use, making it ideal with around 40,000 licenses in daily use, for enterprise-wide deployments, and is the company says the benefits for UK hotels and guesthouses are numerous. “It is fully supported for five years. According to Francis Davis, sales and reliable and easily integrated with property marketing director of X2 Computing: management software and ICRTouch products make for some of the most stable, “X2 Sapphire will enable organisations to easily adopt the new generation of bug and crash-free EPoS till systems on tablet computers while maintaining full the market.” ICRTouch’s TouchPoint compatibility with existing Windowshotel pms interface links hotel tills and based business applications. It is a true back office computers, from reception to business tool that will enable users to housekeeping and from the leisure suite increase productivity in a wide range of to the bar. Purchases are added to guest market sectors.” accounts, to be paid for at the end of The newest innovation in the telephony their stay. TouchOffice is optional backindustry, says Solution Builders, is office EPoS software, which manages and SIP (session initiation protocol) that produces extended business performance brings with it cost savings and revenue reports and provides better stock control. enhancement opportunities for the ICRTouch is active front-of-house too. hospitality industry. The company When guests are enjoying a quiet drink at the end of a busy day, the handheld ordering explains: “SIP trunks instead of traditional telephone lines device, PocketTouch, takes orders and provide savings of over 50 per payments at their tables. For hotel chain owners, ICRTouch’s TouchLoyalty software cent on monthly rental bills. offers enhancements to the standard loyalty The voice traffic is carried across the same circuit as the system already found in TouchPoint.

HOTEL Owner

Technology showcase

internet connection, making management easier and making every call a local call.” In addition, SIP clients on mobile phones (iPhone or Android) will allow guest handsets to become extensions of the hotel’s telephone system. The guest benefits from a reduced call rate while the hotel has the opportunity to reverse the slide in falling telecom revenues. If the personalisation of the customer experience is set to become a predominant factor in hotels of the future, then Soundnet can provide music tailored to a customer’s choice of wines. A study entitled The Effect of Background Music on the Taste of Wine published by the British Journal of Psychology, found that people drinking wine while listening to music perceive the wine to have the same taste characteristics as the music. In the study of 250 volunteers, ratings of “powerful and heavy” were given to both red and white wine consumed while listening to Carmina Burana, while the Nutcracker Suite encouraged ratings of “subtle and refined”. Background music provider Soundnet has teamed up with wine expert Stuart Rothwell to provide the ultimate wine drinking experience for guests. Soundnet spokesperson Toby Hoyte says: “Music does have an effect on moods and the emotions, so it makes sense that it can influence the way customers feel about the wine they are drinking. Whether listening to Tom Jones can give more body to a Merlot is up for debate, but a carefully planned playlist can definitely improve a restaurant’s atmosphere and therefore customer spend and repeat business.” Hotels throughout the UK may find themselves counting the cost of a poor internet connection, a leading provider has warned, with many businesses losing customers and subsequently repeat business as a result. James Pink, of telecommunications expert PinkConnect, is warning hoteliers that customers need to be able to connect to the internet whenever

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and wherever they are and they are increasingly choosing where to eat, sleep and spend their money based on a good Wi-Fi connection. PinkConnect works closely with the hospitality sector and has found that venues are beginning to discover just how disastrous it can be for their business to have a very slow internet connection, or no wireless internet service whatsoever. “In today’s digital age, people need to be able to access information quickly so it’s more important than ever to ensure a strong, fast internet service for customers,” explains James. The company has directly addressed many Wi-Fi connectivity problems by creating a service which offers unlimited downloads for the hospitality sector, with a guarantee to fit and ensure total unlimited Wi-Fi coverage throughout the entire premises of any hotel. “We’re blazing a trail to put an end to this problem and making it our mission to enable hotels to offer their customers a positive experience with technology and, therefore, generate repeat business,” James concludes. Call Systems Technology (CST) has launched a new system that integrates different communications devices with the latest digital two-way radio technology. The result is a package that delivers what CST’s managing director, Eloise Sheppard, describes as a highly effective and flexible communications solution: the ease of use, reliability and portability of two-way radios with the functionality of pagers and call-buttons. The system incorporates the latest Motorola SL4000 two-way radio. This compact, sleek and tough radio offers crystal-clear digital audio, yet is half the weight of a standard radio. By linking it to the CST Genesis communications software package, users can make full use of the radio’s integrated data-carrying potential. It means text messages can be sent directly from computer desktops and critical alarms, monitored by CST’s Genesis system, can be displayed.

The CST solution can also link the SL4000 directly to other communications devices such as wireless ‘call’ buttons. These can be located around a site and allow customers, guests or members of staff to instantly send a message or warning alert to a radio, at the touch of a button. Typical uses include emergency call buttons in a fitness centre or service call buttons in a lounge or meeting room. “The CST package enhances the capabilities of the SL4000,” says Eloise Sheppard. “It creates a more complete communications solution, improving a hotel’s service, safety and efficiency.” With large numbers of people opting to book online, many hoteliers are now faced with the problem of ensuring their experience is both quick and easy without any website performance issues. Managed services provider Claranet was approached by the De Vere hotel chain to implement a hosting platform to consolidate its range of websites. De Vere’s group IT director, Jo Stanford says: “Millions of people rely on our websites to make bookings and payments, and we rely on our internal applications to make our business run. Downtime is not acceptable. Claranet showed that it offered the most advanced hosting solution to guarantee the highest levels of uptime, security and flexibility to meet our business demands.” Claranet’s service has enabled De Vere to consolidate its multiple brands, websites and web applications into a single hosted environment. The group enjoys optimum levels of uptime and resilience across all of its web applications, which is crucial for its ebusiness strategy. Claranet’s managed application service ensures that businesscritical applications, such as online booking, are continuously monitored and optimised for peak performance.

Supplier listing Call Systems Technology: www.call-systems.com Claranet: www.claranet.co.uk ICRTouch: www.icrtouch.com PinkConnect: www.pinkconnect.com Solution Builders: www.solutionbuilders.co.uk Soundnet: www.soundnet.net X2 Computing: www.x2computing.com

June 2012

HOTEL Owner

Technology showcase

Prep your tech for this summer’s events Graeme Davidson from Epson UK explains how screening big events can immerse guests in the atmosphere of the occasion and create additional revenue

his summer’s packed calendar of sporting events presents hotels with a huge opportunity. Having the right AV technology in place and creating the ideal atmosphere for guests to enjoy the action can ensure they receive an experience they wouldn’t get in another hotel, and will see them recommending your hotel and visiting again. Here are some key points to consider:

To screen or not to screen? Such is the variety of spectator events taking place this year, from the Olympics and Euro 2012 to Wimbledon, it’s likely that guests from all walks of life will be interested in following the action. Subsequently, even hotels that wouldn’t normally see a big screen as part of their ambience need to consider catering to their guests by having at least one area where they can watch. Providing guests with the opportunity to view a major event can help a hotel create an additional revenue stream for itself. The level of investment needed to show these events isn’t necessarily high and, if done properly, can deliver ROI by attracting additional guests and making your hotel a more attractive place to stay.

Match quality coverage with the best possible shared viewing experience TV coverage has improved with every major event we have seen over the last few

HOTEL Owner

years. During the 2008 European Football Championships we saw a 20 per cent increase in projector sales compared to the same period the year before, and during the 2010 Football World Cup that rose to a 30 per cent increase. This year, the BBC is promising to bring us wall-to-wall coverage of London 2012 and will attempt, for the first time ever, to show every hour of every event via coverage on BBC 1 and ondemand on 24 live high-definition streams accessed via the red button. With many people using widescreen HD TVs in their homes, hotels need to look at other technologies to show these events. A guest will be looking for a large, bright, immersive viewing experience with a great atmosphere. Hotels that steal the march on creating this will be the ones to reap the financial rewards.

Consider a projector over a flat panel TV Projectors offer enormous images which are ideal when large numbers of people are watching the same event, unlike the fixed sizes you get on flat panel TVs. A key benefit of home-cinema-style projectors is they enable you to achieve a much larger screen size at an affordable price – up to 300 inches on many models. The huge screen size brings sports and other events to life, and is the perfect partner for modern high definition content. They are also

more easily hidden away when not in use, so provide hotels with a discreet option, especially where the room being used serves multiple functions. Another advantage of projectors is that they do not necessarily need dedicated screens – most will work fine simply on a plain white wall. You can also get special paints to improve the brightness of the picture, much in the same way that a projector screen will do. These are widely available, with re-sellers offering anything from portable tripod screens to installed electric screens controlled automatically by the projector. It all depends on the required usage and budget. A projector and screen can create an atmosphere that is so totally immersive for your guests that not only will they want to stay longer (and therefore spend more with you), but the experience will make them want to come back for the next big event.

Theming your screening If your hotel has a public bar, consider using banners and chalkboards outside your venue to let people know what you’re showing. Think about how you can drum up local support – is there an athlete competing in the events who hails from your area? If so, call on customers to come and support their ‘local hero’. In addition, consider creating a calendar of events on your website, detailing what you’re showing. Also, ensure that these are listed on any third party booking sites that you use. However, a word of warning here about the use of logos: no business, unless it’s an official sponsor, can be seen using an Olympics logo in order to suggest an association between their venue and the Games. It is also worth looking at how you will market the event on the day. Last year’s royal wedding saw thousands of pubs and hotels throw traditional British street parties, fry-up breakfasts and even afternoon teas to ensure their customers could get fully into the spirit. This year, think about dressing your staff in tennis whites for Wimbledon or staging your own opening ceremony at the start of the Games. Make sure that your guests and potential guests know what you’re doing so that you can capitalise on the investment that you are making.

June 2012

44 Wine

The grapes of wrath

Peter Hancock discovers that whether guests are wine aficionados or relative novices, hotels must cater for all tastes and pockets

eing one of those fellows who make a modest living from bottle and good vintages from the famous names at the other end the hospitality industry without actually doing a hand’s of the spectrum. However, pricing policies differ wildly. To my turn of real work, I have been able to make a casual study of the mind a common percentage mark-up on everything makes little way wine is served in British hotels over a number of years. sense, because it pushes the price of top-end clarets and burgundy When travelling alone it’s nice to have a half bottle of something to a ridiculous level – bear in mind that customers who can afford decent instead of one meagre glass or, more probably, a whole to pay £100 or over probably know exactly what it costs from the bottle of something ordinary, which you feel obliged to finish in merchant. A cash mark-up on the more expensive wines seems the remorseless quest for value for money. much fairer and will increase the chances of Surprisingly few hotels and restaurants seem shifting the stuff, making the hotelier a nice to offer much choice in half bottles although profit and helping customers to enjoy their ustomers who can afford to almost all give you a choice of wines by the meal to the maximum. glass in two or three sizes. I don’t like the term – since it implies pay £100 or over probably Catering for pockets of various depths dumbing down – but making lists more know exactly what it costs is obviously important in most places and ‘approachable’ has many advantages too. from the merchant some do this really well, perhaps including Nobody likes to look a fool in front of their some interesting stuff priced below £20 a guests so anything that makes picking the

May 2012

HOTEL Owner

Wine

HOTEL Owner

Four Seasons, London

accepting that they know more than we do. Only once has my stratagem backfired, when a helpful maître d’ surprised us by decanting a gorgeous Chilean red for my client and I, adding a cheeky £80 to the bill. Among the very few complaints that cross my desk from visitors to our hotels, a recurring feature is the failure to actually let the customer have their wine once it has been opened. For reasons that escape me, ice buckets are sometimes placed out of the customer’s reach so the waiter has to serve it, or a bottle of red is kept on a sideboard until the right moment. Too often this leaves the beverage untouched until most of the meal has been consumed. Something I learned only recently from our friends at Bibendum, who have carried out a far reaching study into customer preferences, is that people based in particular areas of the country tend towards particular types of wine, by flavour as well as name. They have proved this with a handful of restaurants which changed their lists to match the profile of their own customers, according to the research, and have seen sales jump. Thanks to my role with Pride of Britain I have been lucky enough to meet dozens of food and beverage high flyers who love learning and talking about wines. They go on VIP trips as guests of the famous producers and make it their business to understand how these products are made and what dishes they go well with. It’s a big responsibility if the client is celebrating a special occasion or spending more than usual. However, there are limits as to how much good advice most customers will take. Even though a white burgundy may actually taste better at or near room temperature, if the customer wants it ice cold then that is how it must be served. Likewise, if a person feels secure ordering Chablis and has no interest in experimenting with something different, Chablis they shall have. Perhaps the most significant change in the way wine is viewed by hotel and restaurant guests can be attributed to the big supermarkets, which now present a massive range of good eople based in products at sensible prices. This has encouraged more people to try a variety of wines from all parts of the world and has given many particular areas of the people an idea of what a bottle of something decent should cost. country tend towards Everybody understands there has to be a mark-up when drinking particular types of wine in luxurious surroundings with service to match but there are limits to this. Charge excessively and your wine list becomes a written warning to all that the place is a rip-off, incurring the right wine simpler is worthwhile. Who would want the whole wrath of anyone who notices. lounge to erupt into laughter at a failed attempt to correctly Having said all that, there remains one splendid anomaly in pronounce Pouilly-Fumé or Gewürztraminer? the form of champagne, a beverage whose high price merely adds Things have definitely improved since my time as a waiter, when to its appeal. Competition between the great champagne houses wine lists were almost designed to confuse the average punter – is intense and some, like Moet & Chandon, have managed to now, grape varieties are clearly stated and brief notes describing the become global brands while retaining a sense of exclusiveness, and taste are often included. Some of my favourite hotel restaurants what better way is there to signal the start of a fabulous party than make the job of choosing wine a real pleasure by grouping them the extravagant popping of corks? by type, rather than country of origin and – most importantly – by carefully selecting everything themselves, so there is nothing Peter Hancock FIH FTS is chief executive of Pride of Britain Hotels, a consortium of 43 luxury ghastly waiting in the cellar to surprise the unwary. I have used independent hotels throughout the UK and the my ignorance of wine to great effect by asking the sommelier or official hotel partner to the National Trust (prideofbritainhotels.com). Peter is also a restaurant manager to choose for us on many occasions. This is professional after-dinner speaker and event host a double win because we end up with a perfect accompaniment and belongs to several hospitality industry bodies. to our meal, and gain brownie points from the establishment for

May 2012

June 2012

HOTEL Owner

June 2012

48 Check out

Check oUT...

beds & bedding

n the lead up to the busy summer this year, UK hotel owners will be making preparations to capitalise on the increased tourist trade the attractions will bring. Naturally, with increased demand, comes a quicker turnover of hotel guests and an increased need for flexibility. Over the next couple of months, hoteliers will be considering ways they can best enhance their guest experience, occupancy and bedroom revenues, while equally protecting their visitors and brand reputation to ensure they receive positive reviews. Research by Hypnos shows that hotel guests spend over 60 per cent of their time in a hotel bedroom asleep during their stay. Comfort at night and sleep experience are therefore crucial to a customer’s overall satisfaction and enjoyment. Hypnos believes large, roomy pocket spring mattresses with natural fillings provide the ultimate foundation for a memorable night’s sleep, working intuitively to sense and adjust to each individual guest’s movements, helping relieve pressure points and muscle tension, while regulating body temperature. Mattresses should also be turned and rotated with the seasons, or every three months, to ensure even wear and on-going support and comfort. Each one should be protected from spills with a mattress protector or renovator to provide longevity and a clean, hygienic sleeping surface.

June 2012

Hypnos shares a few tips to help hotel owners maximise their occupancy and revenue per available bedroom this summer and ensure that guests enjoy the best in comfort and a good night’s sleep With hotel beds being used day-in and day-out, hotel owners should opt for robust, quality beds with a longer term guarantee, such as five years, so it lasts until the beds need replacing. Over the course of the summer, hotels will need to cater for a combination of different guests, from families, to couples and single travellers, so it is important that the hotel beds can reflect this flexibility. Hotel owners should opt for flexible sleeping solutions, such as zip and link beds, divans with under beds, or sofa beds and Z-beds – all of which can transform a double bedroom into a twin or family bedroom with ease – without compromising on comfort. This helps increase a hotel’s profitability per available bedroom. Gone are the days when a hotel’s primary safety concern was ensuring its beds complied with CRIB 5 Fire Retardancy standards. Though that is still a prime concern, now there are also bed bugs to consider. Bed bug infestations are a growing problem worldwide and a surge of visitors to the UK over the summer will bring with it a surge of bed bugs carried in people’s luggage and clothing. Bed bugs are not just an inconvenience; they will feed on your guests causing nasty reactions and painful rashes and mattresses are a classic breeding ground for them. Not only can bed bugs cause an uncomfortable night’s sleep for guests, their presence can fuel

HOTEL Owner

Check out

Snugnight

Hypnos

Fou Furnishings

Hypnos is supported by a Royal Warrant from Her Majesty Queen Elizabeth II and is also Condé Nast Johansens preferred partner for mattresses and beds. In 2011, the company was awarded the National Bed Federation’s ‘Bed Manufacturer of the Year’ award and makes over 50,000 hotel beds a year. The company’s clients range from large international hotel groups and cruise liners to small boutique hotels.

serious complaints, bad reviews, compensation claims and costly pest control. As guests spend most of their hotel stay in their beds, they are at a high risk of contact with bed bugs, so it is imperative that hoteliers do not ignore this issue and take the necessary steps to prevent infestation. Hypnos has partnered with HHL to launch Vital Protection, which it describes as “a revolutionary fabric treatment for Hypnos mattresses, toppers and mattress renovators, designed to provide long lasting protection against bed bugs for hotel guests.” Vital Protection is a fabric-impregnation treatment, which has been independently proven to effectively repel and instantly kill bed bugs, as well as dust mites and other bacteria. The treatment can be added to any of Hypnos’s new mattresses ensuring protection before they arrive at the hotel. However, for those hotel owners not wishing to buys new beds, Vital Protection can also be used on existing beds, by applying a zipped mattress renovator which encases the whole of the mattress. Vital Protection cannot be washed off, is completely invisible and odourless and will not affect the fabric’s fire retardancy properties. Established by Stephanie McIntosh, Fou Furnishings is a fair trade, responsibly-sourced and ethical linen company supplying the luxury hotel, cottage and yacht industry with high quality certified organic linen. It recently worked with Coillabus, a new luxury eco development on the Scottish island of Islay, which is scheduled to open to guests at the end of June. The development consists of two cosy yet stylish cottages, which have been sympathetically designed to fit the outstandingly beautiful, rugged landscape surrounding them. Owner Hester Ross says: “Guests accustomed to top-end luxury instantly judge a destination by the quality of the bedding and I have a strong belief that using the best available contributes to the feel good factor.” Tarik Saleem, managing director of The Linen Group, says: “The bed and hotel linen market currently has a strong focus on quality products which can be retained over long periods of time. The best way for hotels to ensure they make the right choice is often by using designated stock systems.” The company has seen an increased demand for designated stock over the last 12 months, particularly from clients in the hotel industry. Designated stock is purchased specifically for the client and used only to service one establishment. The linens can also be branded accordingly, meeting the client’s

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exact requirements. He adds: “As a result, the quality of the linen is retained for much longer, because it is only used in one hotel. The alternative is to offer clients pool stock, which means multiple hotels share the same linen, over and over again.” Snugnights says: “The main reason that a guest books a room in a hotel is that they need somewhere to sleep that night. They make their choice of hotel based first on location (is it where they need to be), second on price (can they afford it) and thirdly on its facilities, and hopefully if you are in the right place they will choose you.” The company stresses the importance of meeting this primary need and suggests “going back to basics” to provide guests with a clean, comfortable bed to sleep in. The company says: “Sometimes the guests’ experience is spoiled by an uncomfortable noisy, tired looking mattress protector. Why not take a look at your mattress protectors today, through your guests’ eyes, and ask yourself if they are what you would choose to sleep on.” The Holiday Inn Express on Oxford Road, Manchester, has created the ultimate sleeping environment in one of the hotel’s 147 bedrooms, designed to provide its guests with the optimum sleeping experience. By teaming up with a sleep expert, the hotel has discovered the secrets to a blissful slumber, so guests can make staring at the ceiling all night or counting sheep a thing of the past. As well as taking the environmental factors into account, such as temperature, light and sound, the Sleep Chamber also incorporates a number of sleep-enhancing products such as rose aromatherapy oil and a memory foam mattress, to ensure it is a comfortable haven for the night-time hours. Jonathan Smith, general manager at the hotel says: “A good night’s sleep is one of the most important factors of guest satisfaction when staying in hotels, which is why we created the Sleep Chamber. The room is full of simple tips to help get the best rest, from developing the right bedroom routine – including which foods trigger sleep – to recommendations on how to achieve a good quality sleep.” Supplier listing Fou Furnishings: www.foufurnishings.com Hypnos: www.hypnosbeds.com Snugnights: www.snugnights.co.uk The Linen Group: thelinengroup.co.uk

June 2012

50 Classified

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TO ADVERTISE HERE CALL

HOTEL OWNER NOW ON 01206 767 797 May 2012

HOTEL Owner