Hotel Owner Magazine August 2012 by Designed by Arthouse Publishing

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

Go with the flow Creating a spa-like experience

Inspiring ideas

Front of house

Leap of faith

Julie Camm reveals why she has dedicated her life to the challenges of running the Alveston House Hotel

This month Peter Hancock asks how hoteliers can earn the trust and continued respect of their guests

ISSN 2049-7709

Transforming Tortworth Court

Editor's letter

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

Editor Sam Guiry

sam@hotelowner.co.uk

Editorial Assistant 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

Editor’s letter

n this month’s issue, Julie Camm tells of her early days in the hospitality sector when she was employed as a general assistant at a hotel near Bristol. Her duties included making beds, pot washing and generally learning the ropes with the help of her mentor – the general manager – all for 60 pence an hour for 90 hours per week. Today, life is somewhat different for those just starting out, with a wide range of apprenticeships available to those who want to pursue a career in the industry. No longer just a case of learning on the job, the aim is to equip this generation of workers with practical skills, but also to convince them that far from being a low-paid, long-hours culture, the industry can offer a wealth of opportunities. Patrick Dempsey, managing director of Whitbread’s hotels and restaurants division, which aims to recruit 500 apprentices this year, says: “The industry has thousands of job opportunities for youngsters and the unemployed, and has huge career opportunities at all levels – if only more young people realised this.” This was a point affirmed by Ufi Ibrahim, chief executive of the BHA, who emphasises: “Hospitality is one of the very few industries in the UK creating jobs, apprenticeships, work placements and career opportunities. It is one of the very few industries where you can start at the bottom and excel right up to the very top.” This is something Julie Camm can attest to, having progressed from a summer job at the Alveston House in 1978 to becoming the owner of this successful hotel. All that needs to be done now is convince the young employees of today.

Contributing writers

Peter Hancock, Nick Holmes, Steve Lee, Angie Petkovic, Philippe Rossiter, Mark Winfield

Cover image

Methven Kaha Satinjet Shower Kit

Sam Guiry sam@hotelowner.co.uk

Design Arthouse Publishing Solutions Ltd 01394 410 490 contact@arthousepublishing.co.uk

ISSN 2049-7709

HOTEL Owner

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.

HOTEL Owner

August 2012

Hotel Owner August 2012

24 Editor’s letter Trade talk

3 6

The latest news from the industry

New appointments

Recent career moves in the hospitality sector

Marketplace

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

Front of house

Julie Camm shares her extensive experience of life at Alveston House where she started as a general assistant and progressed to become the hotel’s owner

Comment

The kindest cut 17

With the Government planning more apprenticeship schemes, Philippe Rossiter FIH, chief executive of the Institute of Hospitality, looks at the benefits for the hospitality sector

Fresh thinking

A selection of innovative ideas from the food and drinks sector

Dining out with…

Blaine Reed, head chef at the Tudor Farmhouse Hotel in the Wye Valley and Forest of Dean

Inspiring ideas

Interior design company DeSallesFlint and the owners of the Tortworth Court Hotel have combined to create a contemporary feel to this eclectic and former aristocratic seat

Managing director of the Rockliffe Hall Hotel Nick Holmes urges those in the hospitality sector to support the reduction of VAT to five per cent to increase revenue and boost the UK’s economy

Go with the flow

A complete whitewash

With more guests demanding a spalike experience in their hotel rooms, the dilemma for hoteliers is to meet this need while conserving water

Leading by example

In the first of a new monthly series of columns we look at how one company has helped some of the leading hotel chains improve their business through the development of staff training

Marketing matters This month Angie Petkovic asks whether your front of house staff are a true reflection of your business

In the first of our two-part feature on laundry we discover the benefits of installing on-site equipment

Band of gold

With the Office for National Statistics (ONS) reporting a rise in the number of weddings, we highlight a selection of products and services you can offer on the big day

Leap of faith

Peter Hancock discovers how hoteliers can earn the trust of guests and encourage repeat business

Check out…Wi-Fi communications 48 With reliable Wi-Fi now impacting on a guest’s choice of hotel, Callum Gildart reveals some of the latest innovations and ideas to meet this communicational demand

Tradetalk

Huge interest in inaugural hotel show The Independent Hotel Show, the brand new trade event designed to meet the needs of the independent luxury accommodation market, went public a mere six months ago but is already 80 per cent sold out. Iconic brands such as Zoffany, C P Hart and Nespresso have already secured their stands. Joining them at Olympia from 16 to 17 October for the launch of the two-day Independent Hotel Show are provider of quality audio systems Ruark Audio; Cooke & Mason, the insurance brand behind Hotelcover; oak carpentry and artisan masons Jack Badger; hotel, film and TV licensing company FilmBank Distributors and architectural practice Stiff and Trevillion. Although visitor registration only went live in May, 1,500 boutique hotels, restaurants or pubs with rooms as well as B&Bs have already signed up. As Jeremy Goring, chief executive of the Goring Hotel, said, “independent hotels tend to be a bit more free spirited than our larger cousins, so it’s brilliant to see that we will now have our own show that caters to our eccentricities…I can’t wait to visit.” Tim Etchells, managing director of SME London Ltd, said: “This sector of the hospitality industry has expanded and acquired huge importance in the past five years. Until now, no trade show had existed dedicated to this quality end of the hospitality market. We launched the Independent Hotel Show to bring together the owners, operators and key decision-makers with the industry’s top suppliers, service providers and designers.”

Independents could be in line for rate rebates

New owners to refurbish 17th-century Grapevine An iconic 17th-century Cotswold hotel is to be restored to its former glory by two hotel entrepreneurs. Elaine and Martyn Booth, who also own the Royal Adelaide in Windsor and Dial House in Bourton-on-the-Water, bought the Grapevine Hotel in Stow-on-the-Wold from administrators in June and say they want to launch an immediate programme of refurbishment, positioning the hotel once more as the hub of a thriving tourist community in the area. “The Gravepine has been languishing in administration for too long,” Elaine said, “and we want to restore it to its former position as the hotel, restaurant and meeting place of choice, not just for Stow-on-the-Wold but for the surrounding area. “It used to be the place to stay and be seen in town, and we aim to put it back on top.”

August 2012

Independent hoteliers could be entitled to tens of thousands of pounds’ worth of rebates on their business rates bills, new research by rates specialist CVS has revealed. “A perfect storm is brewing for independent hotels as a result of declining guest numbers and increasing competition from budget chain hotels,” confirmed Don Baker, national head of rating at CVS. Both have had a major impact on independent hotel revenues in many towns, and the result is that many hotels are simply paying too much in business rates. Some hotels have already received rates reductions of up to £90,000 after appealing to the Valuation Office Agency. “Appealing business rates is often the most effective way of ensuring that a hotel business is paying the right amount in rates, and the fact we are achieving up to six-figure business rate reductions on appeals for many of our hotel clients shows how far the Valuation Office Agency’s trade projections are from today’s reality,” Baker added. An estimated 10.3 million Brits (21 per cent of the adult population) plan to take at least one holiday or short break in the UK this summer according to VisitEngland’s Summer Trip Tracker. Chief executive of VisitEngland James Berresford said: “The industry has a vast opportunity to inspire those still undecided and convince them that England is the place to be this summer. If we convert even half of those who are undecided about taking a summer break in England, we could potentially contribute an additional £600 million to the UK economy.”

HOTEL Owner

Tradetalk

BHA supports country of origin labelling initiative The British Hospitality Association (BHA) has announced its support of the Department for Environment, Food and Rural Affairs’ (Defra) country of origin labelling initiative, but believes there will be administrative hindrances to its implementation. Defra’s initiative urges restaurants to provide information on the origin of the main ingredients of main meals. The BHA, while in support of the initiative, feels that providing such information on menus raises a number of difficult issues, which have to be dealt with before progress can be made. John Dyson, BHA’s food and technical affairs adviser, confirmed that the association would work with its members and Defra to develop a workshop to examine the barriers for caterers and how they could be practically overcome. “Of course, we recognise that customers are keen to have more information on the country of origin of key ingredients but in the current difficult economic environment and [with] tough trading conditions a very practical solution will be needed,” Dyson said. “Many caterers are already very pleased to state the origin of some of the products on their menus, such as meat or fish, but suppliers – and their source of supply – can suddenly change for reasons of availability, cost, quality or other factors. Restaurants with standard printed menus will have great difficulty in allowing for such changes. “We will need to take a graduated approach, as outlined in the High Level Principles launched by Defra 18 months ago, so that information can be provided without additional administrative burdens.”

HOTEL Owner

Image: No.11’s restaurant

No. 11 Cadogan Gardens becomes hotel Once a private members only club, London’s No. 11 Cadogan Gardens has undergone refurbishment to become a hotel. Situated in the heart of Chelsea, the boutique hotel features 54 bespoke guest rooms and four self-contained one bedroom suites. Every room features ornate headboards; four poster beds; baroque chaise longues; Murano glass chandeliers and delicate fabrics, and comes fully equipped with the latest technology. The bar area is purposefully evocative of film noir and serves a full range of classic and innovative cocktails, fine wines, beers and dining menus. The restaurant serves up a selection of modern European food to be enjoyed in a floor-to-ceiling windowed room, with mirrored ceilings and chandeliers. Private dining is available for up to 30 guests, while an open-air courtyard can seat 12. No.11 was built in the late 19th century and became a ‘home-from-home’ for aristocrats, politicians and celebrities. The hotel has maintained its reputation for over a century and its recent refurbishment aims to combine its romantic past and style with the latest modern facilities.

A place to innovate, celebrate and communicate Professionals from across the hotel, restaurant and foodservice industry should get set to be inspired at the Restaurant Show 2012. Held from October 8 to 10 at Earls Court 2, London, this year visitors will experience an impressive live event programme that includes the Centre Stage, Business Bootcamp, Competition Theatre, Drinks Quarter and, new for 2012, with change and innovation in mind, the Street Market and the Artisan Producer’s Market. Rachel Quigley, exhibitions director of the show, said: “This much-anticipated event allows visitors to sample and taste, explore new avenues, learn new techniques or skills, develop knowledge, network, communicate and make new connections, discover product innovations, amass solid commercial advice from those leading the way, and simply be inspired all under one roof, and in the space of just three days.

August 2012

Tradetalk

Youth unemployment pledge from hospitality players The hospitality sector is pledging to reduce unemployment by offering thousands of work placements, apprenticeships and job opportunities during the next three years. The pledges were given at the first in a planned series of ‘Big Conversations in Hospitality’ events, which brought together over 140 young people and senior hospitality executives. Big Conversation in Hospitality was organised by Thistle Hotels, Whitbread and a number of other hospitality companies, in conjunction with Springboard UK and the British Hospitality Association (BHA), and aims to encourage more hospitality companies to introduce structured work placements and apprenticeships for the 18- to 24-year-old unemployed. Patrick Dempsey, managing director of Whitbread’s hotels and restaurants division, who chaired the event, said that Whitbread was pledging to fill half of all new jobs from the ranks of the unemployed and recruit 500 apprenticeships this year. He urged other companies to make similar pledges. Ufi Ibrahim, chief executive of the BHA, said the immediate future was important if the Big Conversation initiative was to succeed. “Given the right framework, our research shows that hospitality can generate 236,000 jobs by 2015,” she said,“which is half the government’s youth contract target for the next three years.” From small beginnings as an invitation-only gathering, the Annual Hotel Conference has grown to become a key date in the hospitality calendar. Now established as one of the UK’s largest hotel industry events outside London, the 2012 show at the Hilton Manchester Deansgate promises to deliver what the organisers describe as “our most educational, in-depth and insightful programme to date. We have ensured that all of the current topics are covered as well as those integral to your operational excellence.” This year’s show is entitled ‘Planning for Profit’ and a wide range of speakers, moderators and panellists will share experience, knowledge and expertise on a variety of topics including driving sales, revenue management, harnessing new technologies, securing funding and making green initiatives pay.

August 2012

Somerset House raises glass to new market sector Iconic London venue Somerset House has this year seen a notable increase in bookings from the wine industry. Offering wondrous views of the Thames, Somerset House is emerging as one of the capital’s hot spots for wine tasting events and its Navy Board Rooms and Portico Rooms have become popular for discreet and intimate functions. Events executive at Somerset House Rachel Ingram said: “I have really enjoyed the recent increase in events at Somerset House from the wine industry. I have a personal interest in the industry recently completing my Advanced WSET qualification in Wine & Spirits; this has enabled me to anticipate and cater for my clients’ needs when producing a wine tasting event.”

IoH endorses anti-crime resource The Institute of Hospitality (IoH) is recommending British hoteliers register for the free use of a new anti-crime resource. London Hotelwatch – which provides hotel operators with a direct link to Westminster’s hotel liaison police team – has been set up set up by the Metropolitan Police in conjunction with Facewatch, a national low-level crime reporting and image-sharing service for businesses. Philippe Rossiter, FIH, chief executive of the Institute of Hospitality, explained: “If your hotel is outside London do not be put off by the name, because use is open to all. In fact, the goal is for hoteliers across the UK to use the website via a series of regional intranets. The democratic nature of the facility means that the greater the number of users, the more useful the information-sharing device becomes.” The fully functional site, launched on 11 July, provides a flexible communication portal for security information to be shared amongst participating hotel managers, as on a social networking site like Facebook. In addition, information about crime is uploaded by the Metropolitan Police on a real time basis and sent out to users by email. The plan is to develop the system for the whole of the UK, with bespoke intranet portals for cities using the same system. To obtain new user details, training and information on Hotelwatch, contact Kate Buckingham on 0207 930 3225 or kate.buckingham@facewatch.co.uk

HOTEL Owner

August 2012

10 New appointments

New appointments Keeping up-to-date with key personnel changes in your industry The Feathers Hotel Guinness World Record-breaking hotel the Feathers has appointed Jeremy du Plessis as its new general manager. Jeremy, who has almost 20 years’ experience working in the luxury hospitality sector, was previously the general manager at the New Inn in Gloucester, and he returns to the Feathers having previously run the property in 2004. Located just two minutes’ walk from Blenheim Palace, in the market town of Woodstock, the Feathers is also a member of the Pride of Britain consortium of privately-owned, luxury hotels.

Celtic Manor Ian Phillips has returned to the Celtic Manor Resort as rooms division director. He was director of leisure at the South Wales venue when it first opened in 1999. After leaving in 2003, he took up senior management positions with the Jumeirah Group in Dubai and at the Maldives Vittaveli luxury resort. “This property has always been very close to my heart,” he said on his return to Celtic Manor. “I look forward to building on the reputation for excellence already enjoyed by Celtic Manor and, with so many developments planned for the resort, this was an exciting opportunity to come back.” Ian Edwards, chief operating officer at the Celtic Manor Resort, added: “We are delighted to welcome back someone of Ian’s broad range of experience in resort management. We know he is going to be another key asset to our strong team.”

Harbour Hotels Harbour Hotels has announced Michael Regenhardt as the new general manager for its Christchurch Harbour Hotel & Spa in Mudeford, Dorset. Michael has worked across many hotels in his career and his most recent positions include group director for FJB Hotels and general manager at the Marriott International in Bournemouth. Commenting on his appointment, he remarked: “I am very much looking forward to becoming part of this exciting and innovative group of hotels, working with the local community and continuing the success of this award-winning hotel.” Hotels operations director Adam Terpening added: “With Michael’s local presence and reputation, we are delighted to have him on board and know that he will thrive within this role.”

Classic Lodges Steve Dawson has been appointed general manager of the Isle of Man’s new 30-bedroom Ramsey Park hotel. The hotel, which will come under the Classic Lodges ‘associate’ hotels umbrella, represents a multi-million pound investment and represents a challenge that Steve – a resident of Douglas for more than 30 years – is relishing. “I have worked in the hospitality industry for many years,” he remarked, “but this is the first time I have been involved from the very beginning and it is incredibly exciting to have an input into how the hotel will operate. I am sure that with the fine food we will be serving, and its impressive location on the shore of the lake, the Lake View Restaurant will soon be a favourite for locals and visitors alike.”

Macdonald Hotels & Resorts As a teenager in Belgium, peeling potatoes in a seaside hotel was Jan Vandewalle’s first taste of hospitality work. Fast forward 15 years and Jan has moved from the kitchen to the restaurant, being appointed restaurant and bar manager at Macdonald Hill Valley Spa, Hotel and Golf in Whitchurch. “I started working in hotels as a summer job during school holidays, peeling potatoes and cleaning mussels,” said Jan. “Once I started working in that kitchen my career decision was made. I progressed from there to ordering the food for the restaurant and then went on to the University of Bruges to study hotel management.” Jan, 29, will be in charge of all food and drink at the hotel, which has recently undergone a £500,000 refurbishment. “I love cooking and am a bit of a ‘foodie’ so working here is fantastic as there is such a focus on providing high quality food with the best ingredients. We have a fantastic team of staff here and I am really enjoying helping the hotel maintain its high levels of service.”

August 2012

HOTEL Owner

12 Marketplace

 Over 10.3 million Brits are planning a stay-at-home holiday this year, but with greater guest occupancy comes a greater risk of bed bugs. Bed bug populations increase exponentially and can infest any hotel, regardless of rating. MidMos Solutions knows that bed bugs can be difficult to detect and offers the BB Alert, a bed bug monitor that can detect an infestation in its earliest stages, enabling swift action to be taken against any infestation. Information: 01384 472 900, sales@midmos.com or www.bedbugsalert.com

 Corby of Windsor is pleased to announce the launch of the new Corby Ironing Centre. Designed specifically for the hotel and hospitality industry, the company says “its design and functionality leads the way in the next generation of guest room amenity products.” The design features a builtin rotating, anti-theft iron secured to the unit. To ensure the highest levels of safety, the iron contains a 30 second cut-off if left unattended on the soleplate and an eight minute cut-off if left unattended on the heel. The new design is compact and lightweight, with an easy set-up and breakdown system. Information: 0844 880 9326, trade@corbyofwindsor.com or www.corbyhospitality.com

Marketplace  Cernunnos is a renewable energy specialist that can design and install a renewable energy system it says “will save you money and promote your green credentials.” Through the feed-in tariff system and renewable heat incentive, Cernunnos states that you can earn investment returns of between 10 and 15 per cent and that systems will pay for themselves within five years. It also allows a business to promote itself as ‘green’. Information: 0845 680 2183 or info@cernunnos-homes.co.uk with the subject “Hotel”

 Eco-burner has launched a new, eco-friendly product that will overcome issues associated with heating chafing dishes. The company says: “The new Chafo burner is safer, cleaner and less wasteful than gels and wicks and can save caterers up to 30 per cent on their heating costs.” The Chafo burner has an ergonomic dial that varies the heat intensity and can burn for between five and eight hours at a constant temperature. The burner uses a specially designed fuel that is odourless and smokeless and ensures a more comfortable dining environment. Information: www.ecoburner.com

August 2012

 Armstrong Commercial Laundry Systems has announced the new Amazon HSF range of washer extractors which use 20 per cent less energy and 15 per cent less water than the previous range. The range is available in no fewer than six sizes between seven and 24 kilogrammes, meaning there is a washer for every installation. Armstrong states that its Amazon HSF provides the most costefficient on-premise laundry there is. Information: 01635 263 410 or www.armstrong-laundry.co.uk

HOTEL Owner

Marketplace

 With a large selection of chairs and tables, including the pictured Lorenzo range, AMI Furniture is confident it will satisfy your outdoor furniture needs. The Lorenzo side and armchairs are available in three different weaves and the tables have numerous top options. Whether you are considering a full refurbishment or refreshing key pieces of furniture, AMI Furniture says it can help. Information: 0115 985 0515, info@angusmacrae.com or www.angusmacrae.com

 New from Sebo, the BS 36 upright vacuum cleaner has been developed to offer users and owners significant benefits. Offering simple servicing and easy to use, the model is ideal for the rigorous demands of commercial cleaning. The BS 36’s 175W brush motor turns off when the machine is upright, while its cleaning performance is enhanced by a closed brush tunnel that allows for optimised airflow and pick up. An electronic LED lit guidance system advises of the correct brush height and warns when the brush strip is worn out. Information: 01494 465 533 or www.sebo.co.uk

 Manufacturer of filter coffee brewers and water boilers Marco Beverage Systems has announced the introduction of a new compact version of its Filtro Shuttle coffee brewer, the Mini Filtro Shuttle. The Mini Filtro Shuttle is a six-litre capacity coffee brewer with portable urn featuring a removable base. Insulated, the product’s urn keeps coffee hot with minimal deterioration for up to two hours making it ideal for environments where coffee needs to be prepared in advance for self-service. Information: 01933 666 488 or sales@marco-bev.co.uk

 Dawson MMP offers a new range of washing solutions designed and built to market leading specifications. The Elite range, now available from Comenda, offers an innovative product range built with high volume usage output and durability in mind, while remembering the environment. With an eco-focus and excellent cleaning results, the range is described as “the perfect ware washing solution to match all end user requirements.”

 According to figures, internet users visit over 17 different travel sites before making a booking, with any confusion or lack of clarity encouraging the user to move on to the next travel website. The P3 iRes booking engine is designed around streamlining the booking process to make it as simple and informative for the user as possible.

Information: 01226 350 450, www.dawsonmmp.co.uk or @dawsonmmpltd on Twitter

Information: www.p3.ie

HOTEL Owner

August 2012

14 Front of house

Front of House Julie Camm readily admits that she is passionate about her business and “wholly dedicated to the fast pace, high demands and challenges” she faces everyday. It is this drive and determination that has seen her progress from bed maker to owner of the Alveston House Hotel near Bristol

ulie Camm’s career in the hospitality sector has gone from a summer spent pot washing and making beds at the Alveston House Hotel, to arranging a management buyout of the business in 1998. She explains: “I started working at the hotel when I left school in 1978 as a general assistant. My plans were to go to college after the summer holidays to study to become a PE teacher.” After only seven weeks at college, Julie realised that not only was she missing her work at the hotel, but also that a career in teaching was not for her. She adds: “I had been bitten by the hospitality bug and returned to my job at the hotel.” Julie’s first full time role at the hotel was hard work, building her career from entry level where she worked for 90 hours a week for 60 pence an hour. Michael Bland later took over the hotel and Julie continued to learn under his watchful eye. Ten years on and she had progressed to become general manager, and when her mentor, Michael, decided to sell the hotel he encouraged Julie to arrange a management buyout. Julie decided to take what she describes as “a leap of faith” by persuading the bank that the business had potential and secured the necessary finance to complete the purchase. Since buying the hotel in 1998, Julie has instigated a number of key changes,

August 2012

most notably the addition of the Carriages Restaurant, which has been awarded an AA Rosette three years running. Since joining the hotel, head chef Ben Halliday has developed the menus using local produce from trusted suppliers to create a range of exciting and seasonal dishes for the a la carte and market menus. Additional changes have included the transformation of the conference facilities, installation of flat screen televisions throughout the hotel, and refurbishment of five of the larger bedrooms to offer guests a boutique style. Julie says she has also seen a massive increase in weddings and has adapted the hotel to meet this demand. She says: “We’ve had a full licence for weddings at the hotel for over 10 years now and the gardens have been completely re-landscaped to offer the perfect backdrop for wedding photos, afternoon tea and pre-dinner drinks.” As well as couples celebrating weddings and anniversaries, the hotel does attract what Julie describes as a “diverse range of guests.” This includes “more mature couples looking for a long weekend to escape and, due to our extensive conference facilities, we often have business people staying from across the UK. With Carriages Restaurant offering fresh, seasonal and beautiful food, we’re well known among local food lovers.”

Recently an American couple stayed at the hotel with the aim of sampling ‘all things English,’ which included a plate of eggs for breakfast cooked in every way possible. Julie explains: “Ben proceeded to prepare two plates of scrambled, poached, fried and boiled eggs, topped off with an omelette.” This is typical of the way that Julie and her staff treat the guests, and as she explains, “customer service plays a pivotal role at the hotel and will always be at the forefront when it comes to how I run the hotel. We continue to improve and adapt all aspects of the hotel in order to keep pace with evolving trends. By doing this we will always be able to provide our guests with the experience and quality they expect.” She admits that this can prove a challenge as guests are constantly looking for a higher standard but at a lower cost which, she says, “can be extremely damaging to smaller hotels as it forces them to reduce their prices but yet still provide service that far exceeds average.” She also faces a continuous battle with the amount of red tape that the hospitality and tourism industry has been hit with over the past few years. She comments: “I completely understand that, as a business, we need to be compliant and adhere to the law, but the sheer quantity of legislation regarding health and safety,

“Customer service plays a

pivotal role at the hotel and will always be at the forefront when it comes to how I run the hotel”

HOTEL Owner

Front of house

“The gardens have been

completely re-landscaped to offer the perfect backdrop for wedding photos, afternoon tea and pre-dinner drinks”

HR requirements, energy performance certificates, immigration records, licensing acts, regulatory reform – the list is endless – all cost a significant amount of time and money for a small business.” Yet she and her 24-strong team continue to make their guests feel at home and ensure they have everything they need to enjoy their stay. She says: “We invest a lot into delivering excellent customer service and providing luxurious comfort without the hefty price tag.” This approach seems to be paying off, with the hotel continuing to make a profit year-on-year. Julie adds: “We have noticed a substantial increase in the number of functions being booked where guests stay overnight. We have a unique position in the market, being able to offer exclusive weddings at an affordable price, and we’re starting to see more functions such as anniversaries, birthdays and christenings where guests require overnight accommodation. They enjoy having the luxury of the hotel and a great bar and restaurant to enjoy in the evenings but within close proximity

HOTEL Owner

of the surrounding attractions and city.” Not only is the hotel close to Bristol, it also offers access to attractions such as the Slimbridge Wildfowl and Wetlands Trust and Berkeley Castle, which has been described as one of the most remarkable buildings in Britain and an outstanding example of medieval architecture. When Julie is enjoying some down time away from the hotel, the Cotswolds holds a special place in her heart and on the rare occasions she gets to visit the area she calls at Calcot Manor near Tetbury. She says: “I have watched the hotel grow and develop immensely over the past 25 years and I draw much inspiration from how it is managed. It offers its own inimitable personality and whenever I visit, the staff are always friendly and welcoming and the hotel has a unique atmosphere.” Julie has high hopes for the industry as a whole in the coming years, and in terms of plans for Alveston House Hotel itself, discussions are underway about an expansion to add more bedrooms. “Although talks are in the very early stages, we are always on the lookout for opportunities to expand and build upon the business,” says Julie.

August 2012

HOTEL Owner

Comment

Learning the ropes

he word apprenticeship used to conjure up a vision of perhaps a young trainee car mechanic getting oily and dirty, while being trained by an old hand to fix cars. The trainee felt like something of a grease monkey, doing physically demanding work, but at least it was paid. The trainee was relatively happy for the opportunity to learn, albeit informally, from a mechanic who at least knew more than he did. Fast forward to the modern era and the term apprenticeship has been used by recent governments to describe a training framework which is quite different. Apprenticeships are now available in a wide range of industries including horticulture, animal care, publishing, IT, law and the arts, to name just a few, and there are also a number of pathways within the hospitality sector. The new-style apprenticeships now lead to nationally-recognised qualifications and consist of an industryspecific qualification (NVQ, BTEC or similar) alongside functional skills training (Maths, English, ITC). The aim is to equip the apprentice with technical expertise alongside the requisite soft skills such as emotional intelligence, friendliness and optimism that employers often say are lacking in the current generation. The key to the phenomenal growth in apprenticeships has been funding. Recent

Apprenticeships are seen as a key part of the Government’s strategy to tackle youth unemployment. Philippe Rossiter FIH, chief executive of the Institute of Hospitality, highlights the fact that apprenticeship funding is available for companies of all sizes

governments have been keen to use apprenticeships to up-skill the workforce – school leavers in particular – so that they can contribute more to UK PLC. These governments have also encouraged apprenticeship take-up by contributing millions of pounds to apprenticeship training, meaning that employers can access this training for their staff for little or no money, thereby encouraging them to take on low-skilled staff that they may previously have overlooked. Chris Jones, chief operating officer and director general of City & Guilds, the awarding organisation that delivers the largest numbers of UK apprenticeships across all sectors, comments: “Not only are these learners getting an early step on the career ladder, they also have the chance to earn as they learn, avoiding the perils of ever-increasing student debt. Furthermore, once they have completed their training, they are equipped with the appropriate skills for their industry, unlike some graduates.” There are misconceptions that apprenticeship funding is only available to large employers. Apprenticeships and the consequent funding are available to SMEs, though it is true that far fewer SMEs have engaged with apprenticeships than was intended. Arden Hotel and Leisure Club is one that has. This family-owned business near the NEC has successfully used apprenticeships to aid its expansion from 24 to 216 bedrooms over the last 20 years. It takes pride in the team spirit and supportive training environment it fosters through apprenticeships, which give the hotel access to high quality vocational training through Solihull College.

The departmental managers at the hotel are themselves former apprentices and make a point of getting to know the new apprentices from the start. This means apprentices immediately see the opportunities open to them and the positions they can reach through commitment to their training. The managers encourage and act as mentors and role models to new apprentices, helping them understand their value to the hotel and its reputation.

The aim is to equip the apprentice

with technical expertise alongside the requisite soft skills such as emotional intelligence, friendliness and optimism that employers often say are lacking in the current generation Your local hospitality further education college is a good place to start to find out more about apprenticeships and how they might work for your business. You might be surprised to find that the apprenticeships they offer are not just on kitchen skills; but also include front of house and even hospitality management training. Don’t think of apprenticeships as providing solely low-level skills training – the Institute of Hospitality’s Advanced Diploma in Hospitality and Tourism Management will shortly become part of the new Higher Apprenticeship in Hospitality Management, aimed at supervisors, team leaders and aspiring managers to continue their career development.

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

HOTEL Owner

August 2012

The big names in sports and entertainment check-in The importance of maintaining hotel standards and expectations is pivotal to keeping up with the rest of the hotel industry

August 2012

ith the UK hotel industry bustling this summer with thousands of additional guests visiting our shores, we look at how hotels can differentiate themselves and ensure that the facilities and services they offer are what today’s hotel guests enjoy and expect. An item that is increasingly becoming the norm on a hotel guest’s tick list is Sky TV. The Towers Hotel and Spa in Swansea is an independent family-run hotel conveniently located minutes from central Swansea. The establishment includes 70 en-suite bedrooms and boasts a wide range of facilities including three conference rooms, a spa and a leisure room featuring an indoor pool, Jacuzzi, steam room, sauna and gym. One common theme specifically incorporated into each of these hotel services is Sky TV. The hotel was an early adopter of Sky TV, recognising that offering a high level of quality entertainment in room would quickly become the industry norm, especially as so many people now have Sky TV at home. By making various updates across the hotel including the provision of Sky, the hotel saw

an opportunity to enhance its facilities to a 4-star standard, knowing customers consider the types of services and facilities a hotel offers as a reflection of the type of venue they will be visiting. Guests benefit from having an individual Sky box in their room (referred to as box per room), giving them full control of what they watch and bringing some of Sky’s big names directly into rooms at just the click of a button. From the emotion and drama of the Barclays Premier League on Sky Sports, or the high octane medieval action from Game of Thrones on Sky Atlantic, through to some family fun on Sky Movies with Puss In Boots, guests can choose from a mix of genres covering sports, movies, music, entertainment, news, documentaries and lots more. The decision to invest in a Sky box for each room was made to help the hotel meet requirements across all of its clientele. A large portion of the Towers Hotel and Spa’s weekday clientele is corporate. The wide variety of choice available through the box per room model was essential to ensure it could offer the home from home

HOTEL Owner

Advertisement feature

Customers consider the types of services

and facilities a hotel offers as a reflection of the type of venue they will be visiting

experience business customers have come to expect. Limiting the service to only a small selection of channels can be more frustrating for a customer as tastes will vary from one guest to another. Frances Morgan, marketing and sales manager, says the service has been an important component of the total package offered to guests. It has had a positive impact on the business generated and has also been essential in maintaining a high level of customer satisfaction. Promoting the services and facilities a hotel offers is vital to differentiate it from the competition. Frances has ensured that the availability of Sky in all of the hotelâ&#x20AC;&#x2122;s bedrooms is prominent on its website and on the third party hotel booking websites the hotel works with. The hotel also advertises its services and facilities in local magazines and sends monthly emails to guests that sign up to its newsletter, highlighting events and the latest news from the hotel. The Towers Hotel and Spa is aware that it is vital to continuously improve upon the services offered in order to keep up with

HOTEL Owner

industry standards and guest expectations. To ensure its facilities are of top quality, the Towers Hotel and Spa is currently updating all of its screens to HD quality and, following this phase, will be planning to invest in Sky HD boxes for each of its rooms. The hotel would also potentially look at investing in Sky 3D for the hotel bar and conference facilities to boost the value of its entertainment offering to guests. Investment in these areas can have a positive impact on bookings as well as food and beverage sales. Offering Sky TV and the wide variety of choice available with the box per room option is a great way for hotels to put their guests in control and will inevitably become the industry standard. The Sky service is a fantastic promotional tool to attract new business and retain customers alike. Meeting guestsâ&#x20AC;&#x2122; expectations, improving the entertainment quality on offer and increasing customer satisfaction have helped to drive the hotels business forward. For more on Sky for your hotel, call 0844 2411 490 or visit www.sky.com/business

August 2012

19â&#x20AC;&#x2030;

August 2012

HOTEL Owner

Fresh thinking

Fresh thinking Serving up the latest ideas from the food and drinks sector

 Combining two popular culinary flavours, the Tomato & Chilli Chicken Skewers from Plusfood UK Limited will liven up any menu and are an ideal choice for a variety of occasions for busy caterers. Marinated in tomato and chilli, the chicken breast fillet pieces are infused with classic flavours with the hint of chilli giving a subtle ‘kick’. Served hot or cold, the skewers can be served on a bed of salad leaves with a drizzle of dressing or dipping sauce or enjoyed off the skewer, wrapped in a flour tortilla with fresh tomatoes, onion and sour cream. They are available in 1.8 kilogramme cases, and each bamboo skewer holds a 30 gram chicken piece (approximate weight). Information: 01908 685 008 or www.plusfood.co.uk.

 Wigan-based pie manufacturer Poole’s has launched a new range of frozen puddings which includes a collection of lattice-topped fruit pies in five tempting flavours: apple, rhubarb, apricot, cherry and blackcurrant. Neil Court-Johnston, owner of Poole’s Pies, believes that these latest offerings will hit the market at just the right time as the country swells with patriotic pride. He said: “There’s a real lack of high-quality British-made puddings and desserts on the shelves and on menus at the moment so what better time to launch a range of fantastic fruit pies, than when the country is basking in the glory of the Jubilee and Olympics. Information: www.poolespies.co.uk

 Toorank Distilleries, the company behind multi-award winning Sloane’s Dry Gin, continues its commitment to developing quality spirits brands with the launch of the Rebellion Rum range. Available in Spiced, Black and Blanco, the company says: “The range has been launched to provide a superior alternative to established pouring rum brands.” Created following demand from the bartending community for a return to fuller tasting spiced rums, Rebellion Rum contains cloves, bitter orange, ginger, cardamom, cinnamon, nutmeg, pepper and vanilla. The result is, as the company explains, “a smooth spirit that captures traditional spiced rum flavours, with notes of vanilla and citrus in particular coming to the fore.” Ideal for cocktails and with traditional mixers, it can also be enjoyed on the rocks. Information: www.toorank.com

 In response to caterer demand, Tetley has made its traditional drawstring tea bags available in a hygienic individually-sealed envelope in line with its speciality range. Ideal for hotel bedrooms, breakfast buffets, conference areas and other sectors, the new product now gives caterers a full range of products from traditional and decaf through to Redbush and Green. Dorothy Sieber, marketing director for Tetley Tea, explains the benefit to caterers of the new non-drip drawstring bags: “Adding a traditional teabag to our extensive envelope range now gives caterers a full selection of quality teas. The prominent Tetley branding adds a touch of familiar quality to tea provision in hotel rooms and breakfast buffets, while the unique drawstring function means that customers can squeeze out the last few drops to create a great tasting cup of tea.” Information: 0845 606 6328 or www.tetleyforcaterers.co.uk

HOTEL Owner

August 2012

22 Signature menu

Dining out with… Blaine Reed, head chef at the Tudor Farmhouse Hotel in the Wye Valley and Forest of Dean

ward-winning chef Blaine Reed insists on using ingredients sourced directly from local producers and the hotel’s own gardens, ensuring his award-winning dishes are packed with flavour. Blaine joined the Tudor Farmhouse Hotel in April 2008 and has worked at some of the UK’s best hotels including as chef patron for the Yockleton Arms and head chef at the Old Vicarage Hotel in Shropshire. He says: “My aim with the food here is simple: keep it good, consistent and maintain the accolades so people keep coming back.” It looks like he is well on the way to achieving this with a menu that incorporates the freshest fare cooked in an uncomplicated style, which has helped the hotel restaurant become recognised as one of the best in the region.

Spears of Wye Valley asparagus, bantams egg and crumbled goat’s cheese

This seasonal dish combines lightly steamed locally grown asparagus with bantam eggs from the hotel’s own flock and a crumbling of Maggie’s Goat’s cheese from nearby Viney Hill in the Forest of Dean. The saltiness of the goat’s cheese works well with the asparagus, which is also enhanced by the rich bantam eggs. Garnished with young salad tops from our greenhouse, the dish excels in providing an appetising plate of colour for our diners and a true expression of the surrounding area.

August 2012

HOTEL Owner

Signature menu Slow-cooked Berkshire pork belly, Severn Cider jus, poached apple and carrot purée

Berkshires are the oldest breed of pedigree pig and are chosen for their slower growth, producing meat that is sweet with an optimum fat content. A firm favourite with our diners, these traditionallyreared pork bellies from local Cowshill Farm are slow-cooked for six hours with sage leaves taken from the hotel’s well-stocked herb garden to produce a dish that is succulent and rich. Served with a jus made from local Severn Cider from Awre on the River Severn, the sweetness of the meat is enriched and further complemented with a local variety of poached apple. Finished with a sweep of puréed carrot, the dish is best served with glass of red wine; my favourite would be Esterhazy Pinot Noir.

Gooseberry crumble fool and elderflower jelly

This simple yet classic sweet combines two traditional British flavours into a dessert that is modern, fresh and elegant. Stewed home-grown gooseberries form the base of this dish, followed by local whipped cream and a crumbled home-baked biscuit topping. We serve this desert with a fresh elderflower jelly, using elderflower heads foraged from the hotel’s own grounds. This freshens the palate and conjures up memories of warm, English summer days.

HOTEL Owner

August 2012

24 Inspiring ideas

Inspiring

IDEAS

Tortworth Court Hotel has had many incarnations since it was first built as an aristocratic seat in 1853, and after suffering large scale fire damage it was reborn as a hotel in 2001, under the Four Pillars Hotel portfolio. Its most recent guise, after two years of renovations, has been conceived by interior design company DeSallesFlint

The grand sense of arrival created by the hotel entrance is now heightened by the new double reception area featuring a ‘wall of fame’, with photographs of Tortworth through the ages, the Ducie family and its royal visitors lining the walls.

DesallesFlint and the owners were keen to introduce a contemporary feel to the space, while retaining the eclectic spirit and character of the original building, most particularly its legacy as a family home. Snug-as-a-bug wing chairs and oversized sofas – contemporary versions of the Knole sofa – are upholstered in a warm colour palette of earthy caramels and neutrals.

In the atrium a new sophisticated bar now attracts a lively trade, particularly in the evening when the three-metre-high leaning floor lamps cast their light upon the mesmerisingly tall stone walls.

August 2012

The overall calm and tranquillity emanating from the composition of colours, a hue of blues, creams and deep browns set off beautifully the original Victorian painted ceilings.

HOTEL Owner

Inspiring ideas

25â&#x20AC;&#x2030;

Bold use of colour features in the daringly modern artwork ascending the staircase by Marie Flensburg â&#x20AC;&#x201C; the concept behind the artwork is an abstract keyhole looking into the past of the building and the family.

Tucked under this staircase sits the new luxurious reception desk, its leather clad sides echoing the curved buttresses of the staircase.

The furniture works well with the soft ambient lighting to temper the imposing Gothic timber staircase.

At the far end of the room, stylish but casual timber frame sofas provide a burst of colour with an accumulation of cushions.

In Moretonâ&#x20AC;&#x2122;s Restaurant the heavy drapes have been replaced with sheer curtains in a linenhorsehair woven fabric to reveal glorious views across the gardens, lake and arboretum.

HOTEL Owner

The listed timber panelled bookcases have been retained but relieved of some of their literary load to make space for elegant accessories. It is said that the resident poltergeist expressed his initial protest by haphazardly casting objects from the shelves.

August 2012

26 VAT

The kindest cut Managing director of 5-star Rockliffe Hall in County Durham, Nick Holmes, is a prominent representative of both the North East Hoteliers Association (NEHA) and the Northern Committee of British Hospitality Association (BHA). Here, he shares his views on the current issue of VAT in the hospitality sector

ith the Olympic tourism legacy and the much talked-about staycation proving to be a fashionable option, this would seem the perfect time for the Government to truly ignite one of the country’s most successful, yet often overlooked, industries by investing in its future success and ensuring that Britain remains competitive with the rest of Europe as a world class tourist destination. Our tourism industry alone directly employs 2.4 million workers and a further 1.2 million indirectly in support industries which supply hotels and restaurants. It is also the UK’s third largest export industry, bringing in £17.7 billion each year in foreign exchange earnings. But Britain has to be more competitive with Europe if it is to thrive. The single best way to boost growth in the travel, leisure and hospitality sectors is to reduce the rate of VAT to five per cent for hotel accommodation, entry to attractions and on out-of-home meals. It’s certainly been a missed opportunity with so many high profile visitor attractions putting the country on the map this year, not least the Diamond Jubilee and the Olympic Games. Interestingly, similar moves across Europe have resulted in more jobs, increased investment and higher cashflow – something this country could really do with. Moreover, an independent report by Deloitte Research (commissioned by Bourne Leisure and Merlin Entertainments

in February 2011), showed that a reduction in VAT on visitor accommodation and attractions could generate an extra 79,000 jobs – a large proportion of which would go to younger workers at a time when one in five 16 to 24 year olds is out of work. Furthermore the report also concluded that a VAT cut would contribute an additional £2.6 billion to the Exchequer over the next decade as well as creating 78,000 extra jobs over time*. Quite simply, the UK is now lagging behind its counterparts – currently only Denmark and Lithuania charge a higher rate than the UK, with competitors such as Italy charging 10 per cent, Spain eight per cent and France and Germany amazingly charging just a seven per cent tax rate on hotel accommodation. I think those shrewd Germans may be onto something! In a global tourism market, the current VAT rate undermines the UK’s ability to compete effectively. We now rank 135th out of 139 countries on price competitiveness. As part of the British Hospitality Association, and the managing director of a 5-star hotel in the north east of England, I’m a staunch supporter of this tactical reduction in VAT for our sector, not just as a short-term measure but one that would increase tourist numbers to the UK, boost the country as a business destination and in the process create long-term jobs – real, sustainable and self-financing benefits for the economy as a whole.

The single best way to boost growth in the travel, leisure and hospitality sectors is to reduce the rate of VAT

August 2012

A reduction in VAT for

hotel accommodation and attractions would produce a net benefit to the Treasury of £2.6 billion over 10 years What makes VAT different? VAT is unique in the taxation system as it is regulated by the EU with every member having to apply VAT at a standard rate of anything between 15 and 25 per cent. In addition, all countries can also have up to two reduced rates of between five per cent and 15 per cent. There are other items that can have a super-reduced rate of less than five per cent, a parking rate or a zero rate, and others may be exempt from VAT.

Eligibility for reduced rates The EU specifically permits a reduced rate of VAT for tourism because it knows that tourism is internationally competitive and creates jobs, but the UK is only one of three countries out of the 27 in the EU that does not use the reduction to help its tourism sector. The situation regarding VAT rates is

HOTEL Owner

VAT

complex, but reduced rates are allowable in the following instances: • Where there is a social or welfare benefit such as food, medicine or housing; • If there is a cultural or educational dimension such as books or theatre; • To improve energy-saving and efficiency; • For labour intensive services which are supplied locally such as gardening, personal care or house repairs.

Who uses the reduced rates?

But services that can have a reduced rate also include: • Accommodation provided by hotels and similar establishments, including the provision of holiday accommodation and the letting of camping sites and caravan parks; • Admissions to shows, theatres, circuses, fairs, amusement parks, concerts, museums, zoos, cinemas, exhibitions and similar cultural events and facilities; • Restaurants services.

The BHA has brought together a strong coalition including the British Association of Leisure Parks, Piers and Attractions, the Federation of Small Business and the Tourism Alliance to tackle the issue of VAT and there is already evidence that shows that a reduction in VAT for hotel accommodation and attractions would produce a net benefit to the Treasury of £2.6 billion over 10 years, generate some 78,000 jobs and drive further investment in the UK.*

HOTEL Owner

Of the 27 member states in the EU, every country except Denmark has at least one reduced rate. The UK currently has a single reduced rate of five per cent applied to a limited range of goods and services including domestic fuel, children’s car seats and insulation materials.

VAT in the UK’s hospitality sector

How a VAT reduction could benefit the UK A cut in the rate of VAT to five per cent for visitor accommodation and attractions could do the following: • Make Britain competitive with its foreign counterparts; • Create jobs; • Increase revenue and boost the UK’s economy. *According to an independent report by Deloitte, commissioned by Bourne Leisure and Merlin Entertainments in February 2011

August 2012

SS E N T I A L W I SD O M . ESSENT I AL O I L S. The GuestE Amenities Collection

exclusively available to luxury hotels from Sysco Guest Supply Europe

May 2011 Quarter Page option 2.indd 1

August 2012â&#x20AC;&#x2030;

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HOTEL Owner

August 2012

30â&#x20AC;&#x2030; Bath and spa

With the bathroom being an integral part of every hotel room, the market offering is constantly evolving to become more innovative and designled than ever before. As such, hospitality providers must stay ahead of evolving trends and offer their customers a unique experience. Here, Mark Winfield, marketing manager at Twyford Bathrooms, advises on the latest bathroom fashions

Going with the flow

ith the economic downturn, consumers are becoming more cautious with their spending cutting down on the number of longer holidays per year in favour of shorter breaks. As consumers are becoming more discerning, hotels and other hospitality providers are focusing more on the fundamental parts of their offering that will help attract and maintain customers, while maximising their revenue. It is therefore important for every hotelier to go beyond the functional aspects of the bathroom by staying at the forefront of emerging fashions. One trend on the rise is the wallhung style. As UK bathroom design continues to take inspiration from Europe, there has been a definitive move towards wall-hung products reminiscent of the high-end, continental look, while also offering the functional benefit of aiding space saving. As demand has increased, the market has responded with a plethora

of wall-hung basins, furniture and WCs in different shapes and styles to suit every conceivable type of bathroom interior. The result is an intrinsically contemporary, clean effect. Bathroom products that offer added hygiene benefits are becoming big business, in both commercial and domestic fields. Over recent years, there has been a definitive shift towards bathroom solutions which incorporate added hygienic features. Notably, it seems that our evolving modern age has brought with it a growing awareness of the importance of cleanliness and, in turn, an increasing demand for the ensuing products and practices which can aid hygiene. Improving the hygiene standards in this way shows a businessâ&#x20AC;&#x2122;s regard for the health and safety of its employees and visitors, while ensuring that the organisation is adhering to the relevant legislation. In addition to traditional touch-free tap technology, this is seen in the newest generation of flush technologies designed to take hygiene to the next level.

Twyford August 2012â&#x20AC;&#x2030;

HOTEL Owner

Bath and spa

Cifial

Aston Matthews

Here we look at a range of bath and spa products reflecting the current trends… Twyford Bathrooms’ 3D sanitary ware and furniture range features a highly modern design and a selection of wall-mounted furniture in a high gloss, plum finish. The wall-hung basins come with one or two drawer under-basin units, as well as co-ordinating tall and side cabinets for a consistent look throughout. The darkness of the plum works effectively to offset the white sanitary ware, creating a contrast between the ceramic and furniture while emphasising the clean, contemporary feel of the bathroom. Meanwhile, the wall-hung WC pan features a smoothly curved design and comes with a concealed cistern and the option of a soft-closing seat mechanism. The result is an instant design appeal with a minimal and clutter-free look. Twyford also offers the concealed cistern ranges, which have been enhanced with an innovative addition to the flush button options – the Flushsense infra-red touchfree technology. “Set to transform hygiene standards,” the company explains, “these toilets work in very much the same way as touch-free tap technology.” The company has also introduced what it describes as the UK’s first truly Rimfree toilet. With its uniquely-engineered water distribution

HOTEL Owner

system, the product efficiently removes all waste as effectively as a traditional toilet. The self-draining jets at the back of the bowl release water that flows entirely round the inside of the pan. With no hidden rim, there is nowhere for the germs to hide, making the toilet bowl easier to clean and lessening the need for chemical detergents to clean the toilet. Aston Matthews has added two new pieces to its Artline range of bathroom furniture. Artline is a comprehensive collection of solid wood furniture including floor-standing and wall-mounted options. Designed for where space is limited in the bathroom, en-suite or cloakroom, the new wall-mounted basin unit features an integral towel rail and deep panels to conceal the wall fixings and plumbing. Available as either a standard or corner option, the unit is finished in either solid oak or teak. Cifial’s new LED fixed shower head and arms come in a square or rectangular option. These LED shower heads provide ambient lighting to the shower and are operated by an internal turbine, which is powered by the water pressure so there is no need for any additional wiring. Each shower head comes with a choice of wall or ceiling arm and is limited to 12 litres per minute. The recommended water pressure ▶▶▶ required is a minimum 1.5 bar.

August 2012

32 Bath and spa

High luxury, low water use

The growing consumer awareness of environmental issues has left hotel owners with a challenge, says Steve Lee CEO of Methven UK. How can they offer an unrivalled bathroom experience, while reassuring guests that they are sensitive to environmental issues?

onsumer expectations of the hotel bathroom experience have changed dramatically in recent years and the rapid rise of the hotel spa has driven an expectation of luxury previously reserved for the wealthy. Now, both hotel chains and boutique properties alike are intent on providing higher-end amenities to bring an exclusive spa feel to their hotel bathrooms to satisfy increasingly discerning guests. Research findings from Construction Industry Research and Information Association (CIRIA) suggest that more than one third (38 per cent) of all water used in hotels in the UK occurred in guest rooms; the single highest water consumption area of a hotel and far more than second placed hotel kitchens (21 per cent of all water use). With the eyes of key organisations such as the Environment Agency now firmly fixed on hotels and their ecological credentials, it has never been more important for hoteliers to assess how they maintain a luxurious experience for hotel guests in their bathrooms, while also ensuring that any improvement in quality is equally matched with increased ecoefficiencies in water consumption. In order to tackle the dilemma of improving bathing experiences while saving on water, many bathroom suppliers are introducing new products to the hotel market, such as water-saving flow restrictors, aerated shower heads, water trackers and pre-timers. With the government planning for most homes to have a water meter installed by 2020, it may well be only a matter of time before hotels are required to follow suit and closely monitor the water use of each guest.

Methven Supplier solution Methven’s Satinjet was designed to help not only consumers, but also businesses, including hotels, decrease the amount of water flow in showers while not compromising on the allimportant showering experience. New Zealand-based luxury shower brand Methven developed Satinjet to deliver a spalike showering experience with the ability to save water and energy. Unlike conventional and aerated shower sprays, the company says that “the Satinjet shower uses twin jets of water that collide and turn into thousands of tiny droplets to provide a quality shower that cleanses the body but also feels soft to the face. With guests increasingly discerning about their hotel bathrooms, this emulates the experience of being in a luxury spa while being practical for hotel bathrooms of every size and scale.” Satinjet products are now found in hotels across the globe such as the Palazzo Versace on Australia’s Gold Coast and the Crowne Plaza Hotel, Hong Kong, demonstrating that water efficient showers are capable of providing the most demanding of hotel guests with a luxurious, spa-like showering experience without compromising on quality.

Supplier solution Mark Winfield, marketing manager at Twyford Bathrooms, says there is “a burgeoning demand for products that offer tangible, practical benefits. Design and technology in the flushing of toilets, along with the delivery of water through taps, as well as low volume baths introduced by the manufacturers over the years have helped and will continue to help reduce water consumption.” The latest water-efficient technology from the company is the Celtic low volume 140 litre steel bath. Stylish and durable, it retains all of the benefits offered by the existing standard size, but with a water-saving capacity of 140 litres to the overflow – an estimated 35 per cent water reduction, compared to a general standard size bath.

August 2012

Twyford

HOTEL Owner

Bath and spa

GeoSpa

Natural Spa Factory

spa products, which are often sourced and handmade in the UK. Emma says that the range a hotelier chooses is an integral part of any spa strategy. She explains: “Creating your own signature treatments and making regular changes or additions to the treatment menu are simple yet costeffective ways to stimulate interest, establish positioning and achieve a strong ROI.” A refreshing new take on hotel guest amenities, Mrs White’s Hotel Line from Roullier White is the creation of the Roullier White boutique designers and Aslotel. The range is based on Mrs White, great grandmother of Lawrence Roullier White, owner and founder of famed London lifestyle boutique Roullier White in East Dulwich. The hotel line comprises four 30 millilitre bottles, 25 gram soap and two 300 millilitre dispensers with descriptions such as All in a Lather Gel, Tip-Top Conditioner and Body Cherishing Cream, plus packaging that depicts the elegant, Art Deco period. The Artisan Spa, a premium soap maker in Oxfordshire, creates handmade soaps for independently owned luxury boutique hotels, spas and retreats. Ideal for gift shops or as spa treatments they can either be supplied as hand finished bars or as larger unbranded loaves to slice according to need. The company says: “They are created from a blend of fragrant, natural aromatic and therapeutic oils, premium spa salts

and a silky, organic glycerine soap base that bursts into bright sparkling fragrant bubbles.” Options is manufacturer of high-end bespoke hair and body care products catering for “a smaller, more elite clientele.” The company says: “Our hotel amenity range was a natural evolution stemming from the 25-year professional hairdressing background. Our forte is to cater to the boutique or smaller hotel, as our minimum order level is just a tiny 200 pieces.” Amenities can be named after a particular hotel room or suite or to commemorate an event or wedding, and the company adds: “With artwork free of charge and free setup costs, all you need do is pay per bottle.”

Aslotel

The Artisan Spa Options

Supplier listing

The Artisan Spa: 01235 838 624 or www.theartisanspa.com Aslotel: 01372 362 533, www.aslotel.co.uk or www.roullierwhite.com Aston Matthews: 0207 226 7220 or www.astonmatthews.co.uk Cifial: 01933 402 008, cifialuk@btconnect.com or www.cifial.co.uk GeoSpa: +49 08642 59522, info@geospa.de or www.geospa.de Methven: 0800 195 1602 or www.methven.com/uk Natural Spa Factory: 01225 334 544, info@naturalspafactory.com or www.naturalspafactory.com Options Ltd: 01424 855 779 or www.optionsltd.co.uk Twyford Bathrooms: 01270 879 777 or www.twyfordbathrooms.com

HOTEL Owner

August 2012

Rachel Mullins Photography

Spa wellness solution provider GeoSpa says: “In the 21st century, the word spa is associated with luxury, escapism and sheer indulgence and spa today plays a symbiotic relationship with luxurious hotels around the world.” It is also the USP and key incentive for visiting these properties, and the company has helped to create spa experience zones for some of the world’s top hotels including the Qasr Al Sarab Desert Resort in Abu Dhabi, the Escape Spa at the Chelsea Club in London and the Jumeirah Port Soller Hotel and Spa Mallorca. The demand for spa facilities in hotels has also been accompanied by a rise in the popularity of spa amenities such as soothing soaks, shower gels, body scrubs, cleansers and soaps. Emma Weber, managing director of the Natural Spa Factory, says that by introducing these products hoteliers can increase profits and create a spa experience that reflects their brand image. She says: “We recommend thinking about hotel and spa products in the same way you think about a restaurant; seasonality, ingredients and profitability of products are crucial. The company supplies some of the country’s most well-known spas and hotels with professional and retail

August 2012

HOTEL Owner

Leading by example

Case study

In the first of a new series of features, we look at the role of training in helping hoteliers to improve their businesses. This month Total Simulator Company takes the floor...

uring a recession, many businesses cut back on costs which they consider to be non-core activities. These may include marketing, property maintenance, and training for managers and operational staff. Companies such as the Carlson Rezidor Hotel Group, Hilton and Marriott continue to invest in developing their staff, even during an economic downturn on the basis that those companies with a well-trained workforce will be best placed to take advantage of a recovery when it comes. A June 2012 survey from The Economist Intelligence Unit called ‘Training out of the recession’ showed that 90 per cent of British employers thought that a better trained workforce would increase employee productivity and 87 per cent of respondents said that more training would lead to increased customer satisfaction. The survey – conducted on behalf of the global education company Promethean – showed that a fifth of the respondents thought that increased training would boost the bottom line by up to 20 per cent.

Current economic conditions

should not prevent organisations taking steps to improve the quality of their workforce All hotel managers know the importance of training, but in a recession they can become stuck in a cycle that includes

HOTEL Owner

a lack of time, a reduced budget and a reluctance to spend time away from the business. Other concerns assume a greater importance, but the importance of training is clearly understood by hotel companies like Marriott, which provide their staff with an average of 15 minutes of training each day. If you are the manager of an independent hotel, think about how long it has been since you last went on a training course and then think about how many missed 15 minute sessions that represents. Total Simulator Company courses, for example, place attendees in the position of managing a hotel in a simulated environment. They are then faced with a variety of real life problems to address in a highly competitive setting. Before using the HOTS (hotel operations, tactics and strategy) simulation, each team has to devise a business plan and forecast the results they expect to achieve. Teams make decisions on rates, catering, HR, marketing, refurbishment and finance. The simulated environment contains real life data that pushes teams to compete for the available business. This sort of exercise allows managers to develop their business acumen and become more accustomed with the way different areas of the business relate to each other. Recent additions to the HOTS simulation include a revenue management module, social media exercise and a hotel benchmark report. The revenue management module allows managers to practice how they deal with channel management, dynamic pricing, demand change and profitability.

Channel management is a crucial area of business for independent hoteliers, as they need to understand what their target market is and how to manage sales through the various avenues available. Social media is an especially powerful tool for hoteliers for a number of reasons, but only if it is used properly. If a social media strategy is handled correctly, hoteliers can see a big reward for a minimum investment. Benchmark reports are widely used by large hotel groups to assess how well they are doing compared with their competitors. This sort of information can be incredibly valuable when looking at occupancy levels and market share. The HOTS simulation provides an excellent opportunity to become accustomed with this sort of report, pushing participants further and adding even more depth to the courses already on offer. The first open course for independent hoteliers offered by the Total Simulator Company will take place in October this year in partnership with Westminster Kingsway College and places are strictly limited. You can register your interest on the events page of the company’s website. The course will be facilitated by the HOTS team and will also contain a welcome address from an industry speaker. This course will also give attendees the opportunity to network with other hoteliers. For more information email info@etosc.com or visit www.etosc.com *Link to Promethean report summary: www.prometheanworld.com/content/media/pdf/ bg_promethean_exec_summ_0612v1.1_uk.pdf

August 2012

36 Comment

Marketing Matters Despite the rise in online bookings, many guests still want to pick up the phone and speak with front of house staff. Angie Petkovic explores how these employees can make the right impression

’ve recently been doing an exercise phoning hotels on behalf of one of my clients and have been amazed just how poor the first customer touchpoints have been. So, this month, we will take time out to look at your front of house delivery to see if the experience for the client coming through your door is good enough and representative of your business as a whole. Your staff are your customers’ first port of call, so do they sound like they have a smile on their face when they answer and are they pleased to hear from that person? Are they clear, concise, thorough and do they take time to listen? Having a training session with a spoof enquiry can reveal what your customers are really hearing. Get your friends to phone up and try and make a reservation, so they can mark just how the call went on a scale of one to 10. My experiences over the last few days as a mystery customer have included being told to abruptly hold and then no one came back to me. On another occasion, the name of the hotel or the member of staff was left completely unmentioned. I also asked a hotel member of staff if they had a room available, to which they replied “no we’re full” and that was the end of our conversation. Dialogues like this are not good for your business or maximising occupancy and are certainly not the way your staff should be portraying your business to the world. You may have spent a lot of money and effort getting your establishment looking right with the perfect branding but one member of staff can destroy this in a minute! Training is fundamental, as it gets your staff to deliver what you want the world to know about your business. When I had my hotel, the initial phone greeting was the name of the hotel

followed by “...for the best breakfast”. It may have been twee and funny but it was memorable and it stimulated more bookings than I care to think about and got us a lot of introductions. Telephone staff spotting opportunities is also key. If an enquiry for £75 gets rejected, rather than this being the end of the call they could say: “Is that too much for you? What sort of price did you have in mind?” From this knowledge, another hotel recommendation can be made locally or a decision can be made whether to take the booking with the probable loss of only £10 or so. It is vital for your staff to hear what is not being said. If a potential customer comes on the phone and says: “Do you have any ground floor rooms?” it is no good just to say no. It is more important to say “no, but we do have rooms with disabled access,” or perhaps recommend a local hotel that does. A good front of house person can convert any enquiry or phone call into a booking. It is vital your staff stop, listen, ask the right questions and display the right attitude.

This should also apply to family-run businesses with no member of staff getting preferential treatment over others. Staff members who are part of the owner’s family should adhere to the same procedures and rules as non-family staff. You, your daughter, sister or husband should not go to reception with wet hair or argue in public areas. This is not a professional approach when it would not be tolerated if it were the actions of your other staff. Family discord can have a damaging unprofessional first impression of an operation. Think back to the window on your business that we have explored before. Is it professional enough? Does everyone answer the phone in the same way? Does your team actively try and convert calls into bookings? Do they sound like they are smiling or do they seem bored and tired? Is everyone in the loop of knowledge? Don’t forget that your front of house staff need to know the lowest rate you are willing to go to before refusing a booking. Good luck and enjoy making the right impression!

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

August 2012

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August 2012

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August 2012

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August 2012

Laundry services

A complete whitewash

Ensuring guests have a constant and clean supply of laundry is an essential requirement at any hotel; but which provides the best service – on-site or linen hire? This month we focus on those companies supplying a range of on premise laundry equipment

ohn Shanahan of Armstrong Commercial Laundry says: “The main benefits of handling your laundry in-house are control, quality and cost. You have complete control over when and to what standard your linen is processed. If you have received good advice you will always save money and fixed price rental finance means you know exactly what your outgoings will be.” For many hotel owners the decision to install on-site laundry equipment can not only pay dividends but can also be essential for staff that have large volumes of washing to manage on a day-to-day-basis. Some hotel owners operate their laundry just for towels but others, such as the Auchrannie Resort – which includes two 4-star hotels – use it more widely. “Our laundry handles everything,” says Richard Small, “and our star ratings mean our standards are extremely

August 2012

high. The equipment works 14 hours a day, seven days a week and reliability and support matter a great deal to us.” The importance of support cannot be overstated. London’s St Ermin’s Hotel recently needed new equipment, and years of dealing with Armstrong had convinced Colin Farquharson that the company provided the right equipment with the

Armstrong

right support. The outcome was two 10-kilogramme washer extractors with micro-processor controls. Colin says: “As expected, the installation went smoothly; we have never had the slightest problem and I know Armstrong will deal with it if we do.” Girbau UK offers what it describes as “a unique Complete Laundry Care service for hotels, which is designed to make running an on-premise laundry simple, hassle-free and affordable while saving 30 per cent or more on the laundry costs compared to using an external provider.” Complete Laundry Care offers the company’s latest energy efficient washers, dryers and ironers with a fixed monthly rental that includes all service and maintenance. No upfront capital payment is required and you keep the capital cost of new equipment off your balance sheet. There are no call out charges or repair bills to pay, so budgets remain tightly under control. The new Complete Laundry Care package is also backed by Girbau UK’s in-house, nationwide same day/next day service and maintenance operation. Under the terms of a Pay No Rental service guarantee, the company will pay a whole month’s rental if it is unable to attend a

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Laundry services

service call in the promised time. As well as saving both time and money, a good-sized commercial washing machine can also clean bulky items such as queen and king-sized duvets and prolong the life of linen and laundry items. Cleaning of down bedding is also essential to maintain maximum loft, and according to Miele, “the washing cycle needs to rinse several times to remove all soap residue, then gently squeeze out excess water. The removal of all soap residue is very important in order for your duvet or pillow to loft properly after laundering.” The company also says that bedding should be dried in an extra capacity or commercial dryer, on low or medium heat. They need to be thoroughly dried, as dampness can lead to mildew, which will destroy your duvet or pillow. Miele has a range of on-premise equipment for hotels including the PW

6167, which the company says is an ideal machine for washing feather and down pillows and features Miele’s patented honeycomb drum. Extra care needs to be taken with hypo-allergenic products and the PW 6167 – with its intelligent Profitronic M controls – can be set up to give these the extra special care they require. Duvets and pillows, whether filled with down or synthetic material, can be machine-washed without the need to

remove the filling, and then dried in a tumble dryer for a soft, bouncy finish. Miele’s tumble dryers are particularly suited to bulky laundry items such as bedding. They feature an airflow and temperature control system, ‘Air Recycling Plus’, which optimises the drying process by controlling the proportion of air recycled. This is of particular benefit when reprocessing quilts and duvets with a natural filling of pure new wool, cashmere, camelhair or silk.

Girbau UK

Miele

Supplier listing

Armstrong Commercial Laundry Systems: 01635 263 410, enquiries@armstrong-laundry.co.uk or www.armstrong-laundry.co.uk Girbau UK: 01462 427 780 or www.completelaundrycare.co.uk Miele: 0844 893 6907 or www.miele-professional.co.uk

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August 2012

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Weddings

Band of gold A selection of products and services to help couples celebrate their big day

he weddings industry is big business and with data from the Office for National Statistics (ONS) showing that marriage is back in fashion, this seems set to remain an important revenue source for hoteliers. In 2009, the number of weddings in England and Wales was at its lowest since the Victorian era, but just one year later and 8,657 more couples were walking down the aisle. Sarah Pittendrigh from Northumberland set up Simply Bows and Chair Covers in 2009 after discovering a gap in the market for creative chair covers and opulent table linen, while helping to organise her brother’s wedding. Since its launch, the company has won numerous awards and, thanks to growing customer demand, Sarah has 12 franchises and more planned for this year. As well as providing made-tomeasure chair covers, matching table linen and supporting accessories, other services include design advice on colours and themes and a colour-matching service. EcoPure Waters supplies numerous wedding venues with sustainable filtration systems and reusable branded bottles. Venue wedding planners now have a unique selling opportunity by being able to offer their brides-to-be their own design and wedding date printed on a water bottle to commemorate their special day.

The traditional swing stopper bottles are then filled with either pure still or sparkling water on site and proudly sit on the wedding tables on the special day for everyone to see. After the event, they act as a bespoke wedding favour, which can be taken home by each guest as a memento, further marketing the venue’s facilities for future business. EcoPure clients include Cain Manor, Notley Abbey, Silchester House, Botley Mansions, Tewin Bury Farm and Hatherley Manor Hotel. Specialist in supplying to businesses and events across the UK, Custom Made Red Carpets says: “From school proms to weddings and nightclubs, red carpets are a common feature of any special event today, giving the guests a feeling of status and the occasion an air of high importance.” The company produces and delivers quality red carpets throughout the UK and Europe.

The carpets are made to order and can be produced to any width up to five metres and any length. There is a choice of six different reds: scarlet; garnet; ruby; flame; poppy; and wool Royale Velvet, with white and black also available. The carpets can be rolled, stored and used again and have proved popular with leading hotel chains, theatres, restaurants and wedding venues, “making a big impression for a relatively small outlay.” Duni says that “when it comes to weddings, every little detail has to be beyond perfect for your guests. Whether the happy couple wants their big day to be traditional or a little more unconventional, expectations are always set to the highest of standards.” It is for occasions such as these that Duni has developed what it describes as “a revolutionary new fabric that allows you to create stunning tables in a fraction of the time needed with traditional linen. Evolin combines the beauty and luxury of linen with the convenience of single-use, meaning tables can be laid up and cleaned down in no time at all. Staff are freed from spending valuable time inspecting linen for holes or stains as Evolin is clean and fresh every time it is used and it’s completely recyclable.”

Supplier listing

Custom Made Red Carpets: www.custommaderedcarpets.co.uk Duni Ltd: www.duni.com EcoPure Waters: www.ecopurewaters.com Simply Bows and Chairs: www.simplybowsandchaircovers.co.uk

HOTEL Owner

August 2012

44 Comment

The Dial House Hotel is one of the latest properties to join the Pride of Britain consortium of hotels

Leap of faith This month, Peter Hancock looks at how independent hotels can earn the trust of guests whether this is through forming an alliance with a well-respected organisation or a hotel consortium or getting positive feedback from sources such as TripAdvisor

lmost every hotelier I have met would agree that personal recommendation is the finest method of acquiring new customers. To be told by someone you know, that a particular hotel is really good, counts for more than anything a marketing team can produce because the source is trusted completely. You can’t buy referrals like these – you can only earn them by delivering great service to your existing customers. In the absence of a personal recommendation the next best thing is a positive nudge from a company or person who has also gained your trust, either through your own experience or by reputation. That is why brands are so important. Choosing a BMW or a Sony product is almost risk-free, such is the reputation of those firms, whereas booking an independent hotel can be far more hazardous. So we look for clues as to whether the place will be clean and pleasant; whether it will be good value and whether the food will live up to our expectations. Stars play a part in this of course but a recommendation from a trusted source is more likely to swing it. One of the reasons for the extraordinary popularity of

August 2012

TripAdvisor must be the fact that people who appear to share our values tell us what they think about the places they have visited (or not, in the case of fraudulent posts). From the language used one can often identify with a reviewer and think: “She seems to have similar likes and dislikes to me, so I’ll trust her opinion.” It can work in reverse too, when a reviewer’s tone is unnecessarily hostile one might think: “He’s a nasty piece of work, I shall take no notice of his comments.” A few days ago I was confronted by a perfect demonstration of trust in action. Having been invited to join the Buell Consulting

Choosing a BMW or a Sony product is almost risk-free, such is the reputation of those firms, whereas booking an independent hotel can be far more hazardous

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Comment

gain in terms of trust. This explains the surge in ‘strategic alliances’ and business partnerships of all kinds which, of course, include membership of consortia such as Pride of Britain. Marks & Spencer is often cited as a benchmark in terms of the confidence its customers have in the company. Many years of operating a no-quibble refund policy has given millions the confidence to buy clothes and other items, safe in the knowledge that they can return or exchange them, if necessary. Could a hotel business possibly do the same? I was very interested when Premier Inn launched its guarantee – a good night’s sleep or your money back. This was a bold move, exposing the company to the possibility of thousands of rebates, but I understand it has been a great success. The number of claims is in fact quite low, the teams are presumably motivated to minimise the risk of a customer failing to get a good night’s sleep, and the guarantee doubles up as a very clear statement to customers about what they are buying. My wife and I stayed at a Premier Inn recently because of an exhibition we were attending, and although the accommodation was far from luxurious, it did deliver exactly what was promised. Result? We have trust in the brand, even though it is not to our personal taste.

Trust can be gained in a number of ways, not necessarily by being the cheapest or the best or having the most compelling brand identity but, crucially, by being believed

Group as one of its freelance business associates, despite my lack of expert knowledge on anything, I found myself at an evening event in London billed as an ‘exchange’. This gave hospitality operators the chance to meet and pick the brains of a bunch of total strangers, made credible by the endorsement of trusted figures who they already knew and who had personally drawn the group together. This gave the gathering an immediate intimacy and allowed the conversation to flow freely. Being the official hotel partner to the National Trust has done wonders for Pride of Britain Hotels’ credibility. The organisation has unimpeachable status as a trusted brand, with around four million members and the custody of some of Britain’s most valuable heritage. The fact that they regard us as a good fit speaks well for our 44 member hotels and in return we are able to make a small contribution to the Trust through commission on directly attributable bookings. It’s a little like having a Royal Warrant; a seal of approval from an authoritative source. You can understand why companies are so keen to latch on to others, where there is a

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One could perhaps draw a conclusion from this that trust can be gained in a number of ways, not necessarily by being the cheapest or the best or having the most compelling brand identity but, crucially, by being believed. I’m not suggesting that every hotel needs to offer a money-back guarantee, though it has been my experience that hoteliers who handle complaints in a generous manner often win the loyalty of their guests by doing so. By contrast, it is worth dwelling for a moment on those who have squandered the trust that previously gave them enviable status: politicians, commercial bankers and newspaper proprietors to mention just some. If the public do not believe what you say to them, your brand has no value. For this reason I think we must all be careful about making untenable claims such as lowest price, unbeatable value, the best food, Britain’s favourite greasy spoon and so on. Fine if it really is true; but if not, we throw away any hope of gaining the trust that is so vital to a happy and lasting relationship with our customers.

Peter Hancock FIH FTS is chief executive of Pride of Britain Hotels, a consortium of 44 luxury independent hotels throughout the UK and the official hotel partner to the National Trust (prideofbritainhotels.com). Peter is also a professional after-dinner speaker and event host and belongs to several hospitality industry bodies.

August 2012

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August 2012

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Wi-Fi communications Call Systems Technology

Callum Gildart discovers that with many guests looking for reliable wireless communications above anything else, resistance to upgrade could prove costly for hoteliers

i-Fi has been described as being “essential as hot running water” for hotel guests these days. Despite this, hotel guests are still being left with unreliable wireless communications. The emergence of smartphones and tablets has made connecting to the outside world easier than it has ever been and has transformed the internet from a luxury into a necessity. Whether it’s watching a film online, downloading music, working remotely or social networking, many people staying in hotels feel that Wi-Fi is the most important thing a hotel can offer them. Market research from BDRC Continental recently showed that the availability of reliable Wi-Fi impacted on people’s choice of hotel, and that business travellers were willing to forego their initial first-choice if the wireless communications available were either not up to their standards or too expensive. Wi-Fi doesn’t just mean accessing the internet, however, it can also help market the hotel and its services in the palm of a guest’s hand. Guest satisfaction will always be the number one priority for hoteliers and, with the ever-increasing need to meet Wi-Fi communicational demand, there are an array of products to help achieve it. Quadriga has recently released three mobile-based communication programmes (QDelegate, QValet and QMenu)

August 2012

all designed to incorperate the latest mobile technology and encourage guests to interact, purchase and drive new revenue opportunities for the hotel. CEO of Quadriga, Roger Taylor, says: “We harness the latest technology to deliver tailored solutions to meet specific business needs – enabling our customers to inform, communicate with and entertain their guests, delivering the best possible guest experience as well as developing real opportunities to create revenue, reduce costs and optimise efficiencies.” QDelegate is a new mobile application for event delegates, which can be tailored to individual events and provide real-time updates. QValet is accessible to guests and re-defines how they interact with the hotel and its surroundings by providing them with an interactive and easy way to view hotel, local and partner information, make bookings and reservations and purchase products and services. QMenu is a tablet application that provides an interactive menu for guests and diners, allowing for an instantaneous menu update. Communication systems are just as important to a hotel and its staff as they are to its customers, but what of its options? Mobile phones on staff are both unprofessional and, with loss of signal a persistent threat, not up to the task. Even Wi-Fi coverage can be flawed, leaving hotel staff members unable to

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Quadriga

ms Call Syste og ol Techn y

communicate instantly and slow to respond in the event of a guest query. “Excellent guest service throughout a hotel demands reliable communication with front of house, room service and housekeeping staff working on several floors,” says Call Systems Technology (CST). Operations manager of the Big Blue Hotel Tom Kennedy employs CST because he too recognises the importance of fast staff communication: “We need to respond rapidly to guest needs. No matter where employees are working, we can reach them, which speeds up our responses and ensures guests have the best service possible.” CST offers multifunction phones that provide full two-way crystal-clear voice communications, text, graphical message and alert sharing. The phones can be used for both internal and external communication, with the hotel PBX automatically routing external calls to appropriate staff handsets. “Mobile phones just don’t meet the needs,” says David Barrett, sales manager of CST. “Basements present difficulties and although Wi-Fi boxes can be installed, coverage can be intermittent and unreliable. CST’s DECT phone systems overcome the problems,” Barrett continues. Infrastructure can be installed discreetly, providing universal and reliable coverage anywhere on the premises, including cellars and adjacent outbuildings. Problems that can arise through outdated or erratic communication systems will always reflect badly on a hotel and potentially affect its business. WLAN Networks specialises in reviewing the requirement for Wi-Fi systems across all aspects of a hotel’s network, such as the guest and hotel’s needs; network security; the internet’s main link and how the system will be supported and managed. The company believes that a change in the way guests use mobile devices is putting pressure on older Wi-Fi systems: “Industry studies are showing that the typical tablet computer consumes more than four times the amount of bandwidth than

HOTEL Owner

an average smartphone. “Increasingly, guests want to use Wi-Fi to stream a movie from their television and film account; participate in a video conference; play an online game; use social networking; or access a cloud-based enterprise application from a growing range of multiple personal devices. This is why demand for bandwidth is multiplying faster at hotels than it is for many other locations offering Wi-Fi, yet a recent study indicated that more than 80 per cent of hotels surveyed offered less than six megabytes for the entire hotel; the equivalent to a typical home system.” Technology is always advancing and a progressive attitude towards implementing the latest Wi-Fi and communication technology within a hotel is a way for hoteliers to gain a competitive edge over their rivals.

WLAN Networks

Supplier listing

Call Systems Technology: www.call-systems.com Quadriga: www.quadriga.com WLAN Networks: sales@wlan-networks.com

August 2012