Hotel Owner Magazine September 2012 by Designed by Arthouse Publishing

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

Best in show Independent Hotel 12

Rising to the bait Front of House

Inn vogue

Hari and Colin Fell run the historic Tudor Farmhouse Hotel in the heart of the Forest of Dean

Georgie and Sam Pearman show how they have set the standard for small-scale boutique accommodation

ISSN 2049-7709

Interview with Nathan Outlaw

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

Contributing writers

Karen Conway, James Fletcher, Mike Kiely, Peter Hancock, Angie Petkovic, Philippe Rossiter, Kevin White

Cover image

Editor’s letter

his month’s issue brings news of a new trade show for the hotel industry when, as many of you may already know, Independent Hotel 12 comes to London Olympia. The first event of its kind to be tailored to the independent, luxury and boutique market, it has already generated a great deal of interest. As our own commentator, Peter Hancock says: “IH12 is the right event at the right time for Britain’s many successful independent hoteliers.” The show has been introduced as a direct response to the huge growth in this sector and Tim Etchells, managing director of SME London Ltd, says its aim is to bring together the owners, operators and key decision-makers together with the industry’s top suppliers, service providers and designers. Hotel Owner will be attending, so please come and see us at Stand IH73A Also in this issue our regular columnist Angie Petkovic tackles a problem posed by a reader of this magazine and owner of a hotel in the Lake District. With a limited budget and a reluctance to invest substantial amounts of money in advertising the property, the hotel is finding it difficult to stand out in this highly competitive tourist region. Looking to her own experiences as a hotelier, Angie has come up with practical suggestions for tackling the problem. She is also keen to help other hoteliers and invites readers to contact her direct by emailing angie@aptmarketing.co.uk Sam Guiry sam@hotelowner.co.uk

The Atlantic Hotel, Jersey

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

ISSN 2049-7709

HOTEL Owner

is published monthly by:

Mulberry Publications Ltd, Wellington House, Butt Road, Colchester CO3 3DA Tel: 01206 767 797 • Fax: 01206 767 532 www.hotelowner.co.uk

The editor and publishers do not guarantee the accuracy of statements made by contributors or advertisers, or accept responsibility for any statement that they express in this publication. The opinion of the contributors may not necessarily be the opinion of the publishers. Articles are considered for publication on the basis that they are the author’s original work. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying or otherwise, without the permission of the publishers.

HOTEL Owner

September 2012

Hotel Owner September 2012

35 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 This month we meet Hari and Colin Fell who run the Tudor Farmhouse Hotel in the heart of the Forest of Dean

Comment Philippe Rossiter FIH, chief executive of the Institute of Hospitality, traces the history behind the Paralympics and what it will bring to the UK today

Marketing matters This month, Angie Petkovic responds directly to a problem posed by one of our readers

Fresh thinking

Karen Conway, director of GBT Commercial Kitchen Equipment, looks at the purchase of catering equipment

This year sees the launch of a new hospitality trade show and we take a look at what’s in store at Independent Hotel 12

18 Declaration of independence

Peter Hancock celebrates independent hotels and discovers what makes this growing sector of the market so popular with guests

20 Inspiring ideas

We head to the 27 floor of the London Hilton on Park Lane to see the newly refurbished luxury suites that have stunning views of the capital

Inn vogue 24

Georgie and Sam Pearman have taken a traditional coaching inn and created a whole new blueprint for smallscale boutique accommodation

Thinking outside the box

Having looked at the benefits of on-site laundry equipment, we not turn our attention to linen and laundry hire services

Coming clean

With high standards of hygiene demanded in hotels, a selection of companies offers some solutions for cleaning up

28 Helping hand for hospitality workers 54 Check out…the guest room In the first of a new monthly column, Hospitality Action reveals more about its work and the people it can help

Kevin White, managing director at Working Time Solutions, shows how hotels can maintain a skilled and motivated workforce and still be profitable

A complete whitewash 50

We look at some of the key television companies giving today’s hotel guests tomorrow’s technology

Leading by example

Vernon Strachan, the executive head chef at the Hilton London Canary Wharf

The laws of supply and demand

Mike Kiely meets the only fish-focused chef in the UK, Nathan Outlaw who runs the Michelin-starred St Enodoc Hotel in Cornwall and the Seafood & Grill at the Capital Hotel in Knightsbridge

16 Best in show

A selection of innovative ideas from the food and drinks sector

Dining out with…

Rising to the bait

James Fletcher from wardrobe interior specialists, Draks discovers that details make the difference in the guest room

Tradetalk

VisitEngland launches marketing campaigns worth £365 million VisitEngland has announced the start of a new partnership project that will generate £365 million in additional tourism spend. ‘Growing Tourism Locally’ is a three-year project that has been funded by £19.8 million from the Government’s Regional Growth Fund (RGF). Seeking to inspire Britons to holiday at home, the project aims to grow jobs in the tourism sector by 9,100 over the three years. The investment focuses on working directly with destinations and the private sector to create dedicated marketing campaigns throughout the country. Destination campaigns will start over the next six months, while themed campaigns will begin running in early 2013 in an attempt to stimulate bookings for the Easter and summer holidays. Themes will focus on things that England is renowned for: heritage; coastal; countryside; and culture such as sport and literature. Business tourism will also receive support from the RGF to build on VisitEngland’s work with destinations to grow the value of international conferences, events and conventions. Chief executive of VisitEngland James Berresford said: “The RGF money is a huge boost for tourism in England. This project enables our public and private sector partners to work together to stimulate tourism and ultimately grow jobs throughout the country with particular emphasis on some local areas.”

Rockliffe Hall sommelier toasts national accolade Rockliffe Hall sommelier Grace Matterson has been named Laurent Perrier’s ‘Sommelier of the Month’. Grace, at 21, is one of the UK’s youngest fullytrained sommeliers and started her career at the age of 18 by carrying out a range of Wine Spirit and Educational Trust (WSET) qualifications. After originally joining Rockliffe Hall as commissommelier in 2010, Grace is now sommelier at the 5-star resort and responsible for compiling and managing the wine list, working together with Rockliffe Hall’s director of food to select wines to complement his dishes. “Each and every wine on Rockliffe Hall’s wine lists throughout the resort has been selected based on its exceptional quality and distinctive flavour. Because I have full control over the wine lists, it’s important that I constantly review and update them to perfectly suit the range of food we serve across our three restaurants,” Grace said. “It’s a complex business but one I love, and to be recognised by Laurent Perrier is very exciting.”

St Andrews Hotel staff raise £820 for charity Over 200 staff and family members from the Old Course Hotel, Golf Resort & Spa in St Andrews have raised £820 for the Children’s Hospice Association Scotland (CHAS). At the inaugural Kohler Stewardship summer event, staff gathered for a family barbeque at the Dukes Golf Club overlooking St Andrews to take part in a series of fundraising initiatives. HR manager at the resort Anna Boag remarked: “Never before has there been more focus on volunteering and joining in to make a difference in your local community and I am delighted that our team have really risen to the challenge to the benefit of such a worthy cause. We’d set ourselves a target for the fundraising – and smashed it.” Regional fundraising manager for CHAS in the east of Scotland Sarah Secombes said: “The Old Course Hotel, Golf Resort & Spa are great supporters of CHAS. This latest Stewardship event has really shown the generosity of the whole team and we are so grateful for all their hard work. All of the money raised will help to support children with life-shortening conditions and their families across Scotland.” Image: Esther Leaske (centre) being presented with her raffle prize of a helicopter ride for two by Anna Boag (right) and Kohler Group’s Debbie Taylor (left).

September 2012

LACA candidates celebrate their diploma success A group of local authority catering managers have successfully completed the Institute of Hospitality’s Level 3 diploma in Hospitality and Tourism Management. Hailing from a wide range of local authorities across England, the successful candidates celebrated their achievements in a graduation ceremony at Kendal College in the Lake District. The Local Authority Caterers’ Association (LACA) and the Savoy Educational Trust have funded the qualification for the past three years. Director of professional development at the Institute of Hospitality John Cunningham said: “This successful training and development partnership between LACA, Kendal College and the Institute of Hospitality is having very positive results year after year. We are delighted to see more and more public sector catering managers benefiting from these courses.”

HOTEL Owner

Tradetalk

Historic Worcestershire hotel to open after extensive refurbishment

Olympic Games throw spotlight on British hospitality IOC president Jacques Rogge praised British hospitality during his speech at the closing ceremony of the Olympic Games. “Britain’s hospitality industry has done itself proud and the Olympic Games have shown off Britain as a feel-good destination that will be a lasting legacy for the UK economy,” said chief executive of the British Hospitality Association (BHA) Ufi Ibrahim. She added: “We must now harness this success and the worldwide visibility that the Games have given us to spread the message that the UK is very much open for business and has a fabulous welcome to offer everyone this year, and in the future. “Providing over 16 million meals during the Games was a major undertaking and the British hospitality industry rose to the challenge magnificently,” she said. Ms Ibrahim has urged the industry and the Government to build on the success of the Games to create a sustainable legacy for young people in Britain. “BHA pledges to work with government to realise the huge opportunities that Britain’s hospitality industry offers young people and future generations. “In particular, it offers a magnificent career for the many volunteers who showed such an aptitude for hosting members of the public during the Games.”

HOTEL Owner

Following an extensive refurbishment, the Wood Norton, a newly restored Grade II listed boutique hotel in the Vale of Evesham, is set to open this autumn. Once owned by the BBC, the former Cold War listening post was bought by a private investor earlier in the year and following a £4 million restoration the hotel is once again at the centre of hospitality in Worcestershire. Consisting of three main buildings – the Hall, Pear Tree Mews and Smith’s House – each has been designed to reflect a mix of traditional and contemporary design and features original 19th-century oak panelling, parquet flooring, exquisite carving and statement fireplaces made for its former European royalty inhabitants. The property’s exterior comprises garden and lawn areas designed by English Heritage Gardens specialist Peter Baldock. Fusing classic French and Edwardian English styles, the gardens of Wood Norton will feature small beds with paths, hedging and topiary.

Hotel introduces herb garden to roof bar The Trafalgar Hotel has unveiled a Mediterranean herb garden at Vista, the largest roof bar in central London. Situated on the sixth floor of the hotel, the open air garden offers pleasant verdant scenery against a metropolitan backdrop. Designed to reflect Vista’s seasonal meal offerings, elements of the garden can also be found in some of the bar’s cocktails such as the Leila Lavender Martini, which contains olive, thyme, rosemary, basil and, of course, lavender. Director of operations at the Trafalgar Hotel Beat Ganz said: “The new herb garden embodies the contemporary style and creative flare synonymous with the Trafalgar Hotel, as we continue to mould a unique and inspirational environment for guests. This latest addition to Vista is a leading example and one which truly demonstrates the innovative food and drink offerings at the hotel.” Vista offers stunning views of London’s skyline, with Big Ben and Nelson’s Column just some of the landmarks visible from the Trafalgar Hotel’s rooftop.

September 2012

Tradetalk

Caterers sign up to new pledges on salt reduction A new British Hospitality Association (BHA) led initiative aims to reduce salt consumption by reducing salt levels in food produced by the catering industry. Pledges by companies to introduce reductions in salt usage in the catering industry will soon be launched by the Department of Health as part of the Responsibility Deal. Developed by the BHA and its members, the pledges aim to reduce obesity and encourage people to adopt a healthier lifestyle. Pledges include: procurement of salt to meet salt targets of 2012; changing kitchen practices and training; and reformulation of the final meal on the plate. The overall aim is to reduce the amount of salt consumed in catering establishments and to assist in reducing the daily salt consumption of consumers to the government target of six grams per day. “Under the deal, many catering companies have already pledged to reduce salt and artificial trans-fats, and to introduce calorie labelling on dishes,” said the BHA’s food and technical affairs advisor John Dyson. “We have extensively consulted with members on the aim of each pledge and how it can be best achieved. The pledges reflect the complexities of producing meals in a commercial catering operation.”

Young’s to launch boutique hotel Pub and hotel operator Young’s is set to launch a new 17-room boutique hotel in Claygate, Surrey. Launching in October, the Foley has been designed to be a modern day coaching inn; offering eating, drinking and sleeping under one roof. Young’s hopes the £3 million investment will replicate the success of the Alma in Wandsworth. Young’s worked closely with ADS Design to make sure that each room will offer contemporary bold décor and bespoke furniture. The Foley preserves the key features of its 18th century structure and hopes to provide all of the comforts and amenities expected of a modern hotel such as flat screen TVs, spacious bathrooms, complimentary Wi-Fi and mini-bars as standard. Retail director Patrick Dardis said: “The considerable investment in the Foley illustrates our commitment to adding value to and growing our hotel estate. The coaching inn concept is a natural evolution for the brand, allowing us to offer quality food, drink and accommodation under one roof, [while] retaining the pub’s identity within its community.”

A place to celebrate, innovate 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, the Competition Theatre, Drinks Quarter and, new for 2012, with change and innovation in mind, the Street Market and the Artisan Producer’s Market. “The Restaurant Show is a definitive platform for foodservice owners, chefs, sommeliers and decision makers from across the restaurant and catering sector” said event director Rachel Quigley. “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.” Some of the UK’s leading chefs such as Philip Howard, Jason Atherton, Giorgio Locatelli, Sat Bains, Peter Gilmore and William Curley will be wowing the crowds with a host of inspirational workshops, masterclasses, debates and demonstrations. On trend for 2012, the Restaurant Show has also developed and launched the Street Market, where visitors can recognise, celebrate and taste the growth of street food and see the entrepreneurs in this sector. For more information visit www.therestaurantshow.co.uk or follow @restaurantshow.

September 2012

Stanley House completes lavish expansion plan Stanley House Hotel in Mellor, Lancashire, has undergone a multi-million pound expansion to create 18 new bedrooms. Based in a newly-constructed building dubbed ‘the Woodland bedrooms’, the new rooms have adopted a ‘behind the garden wall’construction and design theme, as they are located within 54 acres of countryside and have an intimate courtyard setting. General manager at Stanley House, Philip Wharton, said: “The exceptional response to the hotel’s offering has been tremendously gratifying and has served to reinforce our original vision to create a hotel like no other. “We are now able to offer greater room capacity in terms of weddings and corporate guests, and the addition of the spa will turn Stanley House into a true national leisure destination.

HOTEL Owner

September 2012

10 New appointments

New appointments Keeping up-to-date with key personnel changes in your industry Rockliffe Hall Recent recipient of VisitEngland’s Gold Award Rockliffe Hall has appointed Olivier Bonte as its new restaurant manager. Olivier, a native of Lille in France, will be responsible for managing all aspects of Rockliffe Hall’s 18th century Old Hall. Since moving to the UK nine years ago, Olivier has held a variety of high level roles at prominent locations such as Swinton Park in North Yorkshire, the Black Swan in Helmsley and the two-Michelin-starred Midsummer House restaurant in Cambridge. “Rockliffe Hall has an outstanding reputation all over the UK and it is a huge responsibility to take on such a prominent role working alongside Kenny Atkinson and the team. I’ll be using my experience, from both the UK and France, to enhance procedures and the customer experience as well as managing the team,” Olivier remarked.

Cedar Court Hotels Cedar Court Hotels has appointed a new sales team to be headed up by former director of sales at both De Vere and QHotels, Louise Wright. Of her appointment, Louise said: “My role as sales director for Cedar Court is to drive sales from all market segments into our five properties and develop a strong culture of sales with all employees across the brand. My role supports the investment the group is making in both product and staff to increase brand awareness in Yorkshire and beyond. I am really motivated to be working with a group with so much opportunity, and having restructured the sales team for the group there is a real buzz and excitement in the air both within the team and at hotel level for the future.” The new sales team includes Natalie McGuire, who takes on the newly created role of agency sales manager.

Grosvenor House Lorna O’Neill has been appointed as director of public relations at Grosvenor House, a JW Marriott Hotel. Lorna has moved to London following a three-year spell in Australia as PR manager at the Hilton Sydney. Originally from west Lancashire, Lorna has extensive consumer lifestyle experience having worked at a leading PR agency, Brazen PR of Manchester. Prior to her spell at the Hilton Sydney, Lorna worked as account director at consumer agency Polkadot PR, handling brands such as Gumtree Australia; Mentos; and Stolichnaya Vodka.

QHotels Forest Pines Hotel & Golf Resort has announced Amy Nicoll as its director of sales. Amy has more than 10 years’ experience in the hospitality industry and has worked across a number of hotel groups such as Crowne Plaza and Marriott and also at the Belfry Golf and Leisure Hotel. Amy’s responsibilities at Forest Pines will include strategic planning; devising and implementing sales activities and targets; and researching and developing new sales leads. Commenting on her appointment, Amy said: “This is a fantastic opportunity for me and I’m really excited. QHotels is a great brand and I’m really looking forward to working closely with the marketing team to develop new sales incentives at Forest Pines.”

Alton Towers Resort Alton Towers Resort has welcomed Janet Gurr as its new senior hotel operations manager. With over 17 years’ experience in the hospitality industry, Janet will be responsible for the day-to-day running of the hotel’s operation such as management of food and beverage; the waterpark; housekeeping; front office; and guest relations. Janet, who previously worked as operations manager at the Alton Towers Resort from 2004 to 2007, commented: “I’m very excited to have returned to the Alton Towers Resort in a new role and I’m feeling incredibly driven and ready to implement change. I will be focusing my efforts initially on improving each and every customer’s experience by closely analysing our key performance indicators around guest satisfaction. I believe my extensive experience of business management, proactive approach to implementing change and my ability to develop loyal and committed teams will continue to move the business in the right direction.”

Hotel du Vin Elisa Giuliani has been appointed as the new sales manager at Hotel du Vin in Cheltenham. Having lived in Rome for many years, she relocated to High Wycombe where she was working for Malmaison in Reading. She has extensive experience in the hospitality sector, managing accounts, forecasting and budgeting as well as attending business shows, wedding fairs and hosting networking events. Elisa has established many loyal relationships with businesses in the hospitality sector, tourist agencies and the media and is looking forward to taking on the challenge of this new role.

September 2012

HOTEL Owner

12 Marketplace

oo Angel Refrigeration is expanding its range of dual purpose Blast Chillers/Shock Freezers with the Everlasting ABF20 King Tray cabinet. Designed to help commercial kitchens’ energy efficiency measures, shelf life maximisation, waste reduction and adherence to Government guidelines, each product in the Everlasting refrigeration range is made from stainless steel, contains high density green foam for insulation benefits and has programmable controls to ensure refrigeration units only run when required. “Blast Chillers can reduce food temperatures from 90°C to 3°C within 90 minutes and down to -18°C within 240 minutes,” adds the company. Information: 01327 810 370 or www.angelrefrigeration.co.uk

pp “We pride ourselves on selling equipment that is built to last, so if you’re looking for quality catering equipment give us a call to see how we can meet your requirements,” says GBT Ltd, a supplier of commercial catering equipment and distributor for manufacturers of food preparation equipment, Sammic. New for 2012 is a range of combination vegetable preparation/food processor machines that have been three years in the making, including the CK 301, which the company says “features the best quality cut and dicing on the market.” Information: 0844 693 1244, info@gbt.ltd.uk or www.wesellcateringequipment.com

Marketplace pp Sharp and Nickless Ltd is a Nottinghamshire-based confectionery company specialising in biscuits and brandy snaps. Established in 1888, it has a wealth of experience in supplying biscuit treats to a wide range of delicatessens, gift shops, restaurants and tourist attractions. Located at the Stable Door Bakery in Long Eaton, Sharp and Nickless use traditional baking methods and techniques, together with fine quality ingredients to produce brandy snap rolls, brandy snap baskets, brandy cones, honey snaps, gingerbread biscuits, Easter biscuits and much more. Its brandy snaps can be filled with cream by caterers and the brandy snap baskets and cones can be used to make interesting dessert items.

Information: 0115 973 2169, info@sharpandnickless.co.uk or www.sharpandnickless.co.uk

D A Cooke is one of the UK’s largest and oldest wholesalers supplying the hotel and catering industry with party products and Christmas crackers. The family-owned and operated company runs a national service and offers one of the widest ranges of products in the country. The Christmas range includes catering and dinner crackers, hats, novelties and matching tableware from all the major manufacturers. Samples are also available for a bespoke service of handmade crackers. D A Cooke says it is confident it can source party novelties to suit any colour scheme and budget. Information: 01793 831 118, sales@dacooke.co.uk or www.dacooke.co.uk

oo Over 33 per cent of travellers change their hotel based on reviews, therefore monitoring and managing your guest feedback is essential to the success of your property says Rate Tiger. RTReview brings all guest review websites including TripAdvisor into one place, where you can respond directly to guests. It also enables you to clearly assess reports to understand how to improve your ratings and manage guest reviews, which improves ADR and direct bookings. “Check out the Hotel Guest Reviews - managing social media video and see how you can easily and smartly receive all your online reviews in one place and respond directly to guests,” adds the company. Information: http://www.ratetiger.com/ratetiger/ratetiger-rtreview-guest-review.html

September 2012

HOTEL Owner

Marketplace

pp Multi award-winning cyder and vinegar producer Aspall has recently launched a website containing a detailed history of the company, a product showcase, a shop and even a guide to making cyder. Run by the Chevallier family for eight generations, Suffolk-based Aspall produces and distributes a range of premium cyders and vinegars in both keg and bottled format. The company sources the majority of its apples from local orchards and works with the region’s apple growers to ensure long-term sustainability. The company is also the only remaining family-run vinegar producer in Britain. Information: www.aspall.co.uk

oo Fusion SLR by Chromogenex offers a long-lasting and pain-free rejuvenating pamper treatment. Fusion SLR (Sonic Laser Rejuvenation) is a completely non-surgical treatment that combines diamond tip microdermabrasion, acoustic wave sonic technology and low level laser cell stimulation that aims to produce tighter, healthier and younger looking skin. Chromogenex states the product will tighten and lift, remove lines and wrinkles, even skin tone and texture, increase elasticity and rehydrate skin. Information: 0800 037 8002, sales@chromogenex.com or www.chromogenex.com/fusionslr

Northmace provides hotels with the President Hotel hairdryer, an ionic hairdryer that provides the very best for guests’ hair. The hairdryer is a powerful 2000W and comes with two fan speeds and three heat settings. Being ionic, it helps make hair more manageable and look healthier. The hairdryer also comes complete with an optional styling concentrator and a four-year Northmace guarantee. Information: 029 2081 5200 or sales@northmace.com

GeoSpa was appointed to begin work at Wyboston Lakes, the UK’s largest independently owned single site conference, management training and leisure destination in May 2012. Through a comprehensive re-development programme, a premium day and residential spa is set to open in September. Eleven therapy rooms, including three couples’ rooms, steam rooms, water beds and reading pod and relaxation areas, are among the plans for the spa. A signature feature will be the external hydro-pool in the spa garden, which is complemented by an open air fireplace and sun loungers. Information: info@geospa.de or www.geospa.de

HOTEL Owner

pp Based near Blairgowrie in Perthshire, SJS Laser Cutting & Engraving provides bespoke signs and key fobs with no set up charge. The company offers a wide range of products in an array of materials and colours from engraved wood and acrylic key fobs to brushed gold and silver engraved signs, most of which are showcased on SJS’s website. Information: 01828 670 532, simonsellen@btinternet.com or www.sjslaser.co.uk

September 2012

14 Marketplace

oo To celebrate the company’s 20th anniversary, Badgemaster is offering a 20 per cent discount off list prices for all orders placed by 20 September. From humble beginnings in a portable cabin to a 12,500 square foot state-of-the-art facility, in its 20-year existence Badgemaster has become one of the world’s largest name badge manufacturers. The company, with an 88 strong full-time workforce, was granted the Royal Warrant for the supply of staff name badges to The Queen in 2007. Founders John and Vicky Bancroft gained ISO 9001 accreditation in 2010, and the multi-million pound company is currently working towards the ISO 14001 Environmental Management standard. Information: 01623 723 112 or www.badgemaster.co.uk

The Chair People supply luxury seating to the expanding hotel market across the country. Of its product line, the Adonis chair has proven to be a huge hit within the sector because of its boutique appearance. Also available in a two seat version, the Adonis range of low seating is an ideal feature for a funky accent or chair requirement, occasional bedroom seating or a lounge/bar feel. Chairs are made to order in four to five weeks and are available in a vast selection of upholstery options. Miele has unveiled a new range of dishwashers to the market which the company says “are capable of completing full wash cycles in as little as 18 minutes.” The new ProfiLine dishwashers are designed to cope with the growing demand for cleaning large quantities of crockery and glassware in a short space of time. “Some products from the range are categorised as A+ for energy efficiency and in the ‘Eco’ programme, ProfiLine dishwashers are 30 per cent more efficient, in terms of water and electricity, than their predecessors” adds the company. A feature of selected ProfiLine models is the patented 3D cutlery tray, which is adjustable in all three directions and adapts to various load arrangements.

Information: 0845 124 2477, sales@thechairpeople.co.uk or www.thechairpeople.co.uk

Information: 0844 893 6907

The Connections Companies has introduced a new managed service to address the needs of the independent hotel and restaurant market who find recruitment fees unaffordable. When word-of-mouth and direct advertising fails in finding the right people to employ within hospitality, the Connections Companies says it will “build and manage social channels and engage people who have the pedigree required to do the job.” Information: 01827 897 665, 07855 764 892 (Penny Scambler) or http://uk.linkedin.com/in/pennyscambler

September 2012

Luxmere says: “Create a luxurious experience for your hotel guests by providing beautiful, natural, aromatherapy luxuries in the room.” Hotel guests are becoming more sophisticated in their preferences and with female business travellers on the rise it’s important to meet their expectations. The new Luxmere range combines essential oils with minerals, plant extracts and natural, organic ingredients, all sourced and made in Ireland. Information: 07587 241 814 07788 787 394, carol@luxmere.co.uk or Twitter: @luxmere

Under Control Instruments’ lamps have been specifically made for the catering industry. The low pressure-designs offer a service life of 8,000 hours. All lamps have CE approval and are manufactured to EN60335-1:2005 and EN60335-2-30:2003; Low Voltage Directive 2006/95/EC; and RoHS directive. There are three sizes available, though custom sizes can be made upon request. U.C.I’s infrared halogen quartz lamps heat up instantly, allowing the heat to pass through the object by radiation and conduction, which means they keep heated counter food warm at a high level of efficiency. Information: 0845 688 7122 or www.undercontrol.co.uk

HOTEL Owner

September 2012

16 Front of house

Front of House Hari and Colin Fell believe that a good hotelier has a genuine love of people and an eye for detail and this is certainly evident at their historic farmhouse in the heart of the Forest of Dean

he Tudor Farmhouse is very much a family concern, having been bought by Hari and Colin from Hari’s parents. Just as they had wanted to fulfil a lifelong ambition of owning a hotel, so did Hari, giving up her job in London to help her parents with the day-to-day running of the business. As its name suggests, the hotel was originally a working farm with parts of the building estimated to date back to the 13th century. As Hari explains, “the farm continued in operation until the 1980s with the owners at the time starting a bed and breakfast from the premises by incorporating three bedrooms into the business. In the late 1980s the farm ceased trading and the Tudor Farmhouse was run solely as a hotel.” Hari’s parents acquired the farmhouse in 2003 and were soon joined by Hari and her husband Colin, who both relocated from London to help with the family venture. Hari says: “Neither Colin nor I came from a traditional background in hospitality, yet we both knew that this was the career change we needed and we couldn’t imagine doing anything else.” The couple took over the hotel when Hari’s parents retired in 2007 and have

September 2012

continued with the extensive programme of renovation and re-development. Hari says: “In terms of facilities, we have concentrated on upgrading the standard of the bedrooms and we have also introduced a number of new rooms, most recently with the conversion of a cottage housed on the hotel grounds, which has been developed into two luxury bedrooms and a spacious suite.” In total the Tudor Farmhouse has 23 rooms and suites and each has been tastefully decorated in a style and character that complements the original features of the Grade II listed hotel, incorporating design elements from the surrounding countryside. Oak doors, exposed masonry and beams, and cast-iron roll top baths echo the building’s ancient past, while flat screen TVs with digital Freeview, free wireless internet access and Nespresso coffee machines offer guests the best of modern amenities. Hari adds: “The hotel has been sensitively decorated to incorporate a mix of contemporary styles, while still maintaining the authenticity of a relaxing rural retreat. Using muted tones and plush fabrics, we have aimed to create a chic hotel that offers

a warm welcome to guests looking for that idyllic escape to the country.” If it’s a distraction from the stresses of modern life that guests are looking for, they will certainly find it at the Tudor Farmhouse, as it’s located in a peaceful setting in the heart of the Royal Forest of Dean and Wye Valley. The region offers 27,000 acres of ancient woodland to explore, while the surrounding Wye Valley – a designated area of outstanding natural beauty – offers spectacular gorges, Iron Age caves and some of the highest inland cliffs and viewpoints in Britain. Near to the hotel there are also attractions such as Clearwell Caves, Britain’s most complex and oldest network of caves mined for the extraction of iron ore; and Puzzlewood, comprising 14 acres of ancient woodland believed to be Tolkien’s inspiration for Middle Earth. Hari says: “Guests at Tudor Farmhouse are united by their love of the countryside, and a desire to escape the trappings of busy modern life and embrace the beauty and natural surroundings of the glorious Gloucestershire countryside and Forest of Dean.” To add to the guest experience, the couple have introduced a number of events which they feel complement the character of the hotel. Hari explains: “These include foraging trips with local wild food expert Raoul van den Broucke,

HOTEL Owner

Front of house

“Using muted tones and

plush fabrics, we have aimed to create a chic hotel that offers a warm welcome to guests looking for that idyllic escape to the country”

exclusive wine dinners and local cookery demonstrations. In May of this year, we also held our first Farmhouse Market within the main courtyard of the hotel featuring stands from local suppliers, live music, wine, beer and cider tasting and a sizzling barbecue.” The event proved a hit with both guests and locals alike, and is something that Hari would like to run again later in the year. Supporting the local community is very important to both Hari and Colin and wherever they can they try and use local businesses. Hari says: “We make it a priority to not just use local suppliers in the restaurant, but also when planning a refurbishment in respect of fixtures and fittings.” The recent renovations of the cottage in the hotel’s grounds involved local tradespeople with virtually everything purchased from small companies within a 50 mile radius. Both Hari and Colin have found the hotel sector particularly challenging in the past few years, with a general trend towards more last minute bookings. Hari not only admits that this can be difficult to plan around, but that it has also “resulted in us having to be more creative in our marketing activities and events as a means to draw in new custom.” She continues: “We have tried to steer away from the discounting route to sell our rooms and instead we have concentrated on adding value to our visitors’ experience.” This strategy has paid off with bookings for 2013 already looking up and plans in the pipeline to develop a new suite within the main building, extending their accommodation portfolio.

HOTEL Owner

The couple are also continuing to raise the profile of the restaurant with the aim of getting this recognised in The Good Food Guide. Hari says: “[Chef ] Blaine Reed’s food is certainly good enough and we are very proud of our locally sourced menu.” The emphasis in the restaurant is on serving an authentic taste of the area and continuing the ‘farmhouse’ ethos using the hotel’s own chickens and ducks for eggs, sourcing from the hotel’s kitchen garden and embracing wild and foraged foods. Since taking over the hotel, the couple have received a great deal of support from nearby hoteliers Nina and Gerard Basset OBE who run the Hotel Terravina in the New Forest. Hari adds: “They have been very kind to us, sharing their wealth of experience. We were introduced to them

by Robin Hutson who was mentoring us and was Gerard’s business partner in the Hotel du Vin days. Colin shares Gerard’s love of wine and their fantastic wine list is something to aspire to.” She also has great admiration for the hoteliers, adding: “It’s a great place to stay as the rooms are very comfortable, the service warm and friendly and food sublime. We just wish we could visit more often.” According to the reviews on TripAdvisor, this is what guests are also saying about the Tudor Farmhouse, with a near perfect rating and one guest commenting: “I’m a little reluctant to report just how good this hotel is as I fear its popularity will result in difficulty re-booking!” Not only does the guest refer to the friendly and welcoming staff and exquisite location, the hotel is also described as “an absolute find” – which many more guests are sure to discover for themselves when looking for an escape in this idyllic part of the country.

September 2012

18 Comment

Games without frontiers

With the Paralympic Games still fresh in our minds, Philippe Rossiter FIH, chief executive of the Institute of Hospitality, considers its origins and its legacy

uring the Second World War, Dr Ludwig Guttmann, a GermanJew émigré, arrived at Stoke Mandeville, an emergency services hospital in Buckinghamshire, to set up a new spinal unit to deal with British war casualties. A recent BBC dramatisation, The Best of Men, recounted how Guttmann found a ward full of heavily-sedated patients riddled with bedsores who had given up any hope of rehabilitation. The doctor’s response was to keep his patients away from all unnecessary drugs and surgery, treat the bedsores by turning the men regularly throughout the night, and heal their minds by encouraging them to speak to each other and the nurses about their lives, hopes and fears. This approach was combined with a programme of continuous physical training that, within a few years, evolved into the Stoke Mandeville Games which, by 1960, were renamed the Paralympics. By his absolute refusal to accept things as they are, Guttmann literally turned a ward of moribund incurables into a team of competing athletes by instilling in them the value of exercise and competition. Today, Stoke Mandeville Sports Stadium, built on land next to the hospital, is regarded as the birthplace of the Paralympics and acted as the pre-games training ground for teams from Saudi Arabia and the United Arab Emirates. The spirit of competition and continuous improvement is echoed in the goals of the

September 2012

management team at Stoke Mandeville Stadium. For a number of years the venue, which includes accommodation, has been successfully assessed against the Hospitality Assured standard, the service and business benchmarking tool owned and operated by the Institute of Hospitality. Ian Seabrook, business development manager of Stoke Mandeville Stadium, says: “Hospitality Assured can give every part of the service industry a firm basis to ensure that each and every visitor leaves with an experience that they will happily remember for the rest of their lives. It has certainly done so for Stoke Mandeville Stadium.” Hopefully, a lasting legacy of the Paralympics will be a greater awareness of the needs of the disabled in terms of customer service and accessibility. This, too, requires managers to look at their operations through the eyes of another user and making the most of the accessibility of your business will reap rewards. Arnold Fewell FIH, owner of AVF Marketing, recommends the following actions: Carry out an access review: Put on a blindfold or headphones, go round in a wheelchair and just see how easy it is. Make an action point every time you find a difficulty and see how it can be resolved.

Hopefully, a lasting legacy of

the Paralympics will be a greater awareness of the needs of the disabled in terms of customer service and accessibility Train your staff: Your staff may be wary of dealing with a person with a disability and talking to them or asking questions. Training will help them provide the same service that they do to others. Ask questions at the time of booking: A person with a disability will usually ask for an accessible room. Have a list of helpful questions so, for example, you know how and when they arrive so you can keep a car parking space or have a towel ready for the guide dog. Talk to your customers: They are people in that wheelchair or with a white stick. They enjoy conversation just like everyone else. Tell disabled people about your facilities: Make sure you provide clear information online as this is where purchasing decisions are made. Further help is available on the Tourism For All website at www.tourismforall.org.uk and for more information about Hospitality Assured go to www.hospitalityassured.com

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

HOTEL Owner

September 2012

20 Comment

Marketing Matters

This month, Angie Petkovic responds directly to a hotel’s request for advice with its marketing strategy. If there is an issue that you would like Angie to address, please contact her direct and she will respond in the next issue

My brother and I run a small family-owned hotel in the Lake District that relies on recommendations, referrals and repeat business and has no real means of marketing other than our website. We do not want the hotel mass marketed and do not have the budget for this either. Our hotel is losing out to its rivals and we want to find a way to improve bookings. The hotel has recently been refurbished to a high standard to offer boutique-style accommodation and although it has minimal facilities it does have a good restaurant, although both guests and local residents don’t use this on a regular basis. What could you recommend?

I can see a lot of concerns here, so I am going to limit my reply to the things I think are a priority. With a limited budget, the key to improved success is going to be personal relationships, activities and dedicated marketing time. Relying on recommendations, referrals and repeat business means that it is necessary to constantly revisit these sources, call these people and engage with them. Take some time to meet with or talk to the receptionists at other hotels and engage with the local tourist board advisors. Look at which groups and businesses do not use you locally and invite them in for a look around and a lunch. I recommend starting a business networking group or inviting existing ones to meet at your hotel. Be proud of the recent renovation work and arrange opportunities to show the rooms off but at the same time consider hosting some lunches or coffee and cakes to showcase the restaurant. Years ago I invited some funeral directors to a bi-annual dinner at my hotel. They

If you have a scenario or dilemma you would like Angie to look at for possible inclusion in Hotel Owner, please email angie@aptmarketing.co.uk (Hotel Owner or Angie cannot reply individually to everyone but we welcome your stories).

all had a great time, good relations were forged and we became the number one recommended hotel for funerals, wakes and accommodation for relatives from outside the area. We went the extra mile to make it special, we would work with the families beforehand to set up something that would make the day special on behalf of the deceased person and create a lasting, good memory. In turn, we became the selected hotel for many of the families for other events including birthdays, weddings and christenings. Look at ways to bring in the locals to the restaurant on quiet nights. We used to run theme nights on set days each month and we worked to get these filled by using the local businesses and the tourist board staff to form the core. Again, look what activities are not being provided in the area and trial them. Remember they will not take off immediately but if you incentivise the people who do attend and persuade them to come back with a friend the next time, word will soon go around.

Board game supper nights are great fun, singles over 40 supper nights, curry and a quiz – the themes are there for the taking. Make sure your chef serves the same quality and standard of food as on regular nights. Have a voucher made up for all of the attendees to book dinner on a normal night. You are your business, so interacting with the attendees is crucial. Mingling with your unique personality and being the face of your hotel is what will be recalled by others. Make sure it is clear what is going on and flag this up on your website. Display a poster with the current information inside and outside the hotel, maybe on the village hall notice board and in the tourist information centre. Finally, cultivate a good working two way relationship with your rivals – talk to them, share knowledge or send them business when you have to turn it away. So this is reciprocal, ask them for their surplus, invite them to see the hotel, have lunch with them and then they can recommend you with confidence.

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

September 2012

HOTEL Owner

September 2012

22 Food and drink

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

New Forest Ice Cream has added another exciting flavour aimed specifically at children. The Party-Time variant of New Forest’s ever growing continental range of ice cream, combines the distinctive sweet flavour of candy floss with the vibrant pink colour associated with the popular fairground snack. Christina Veal, director at the company, says: “With the new Party-Time flavour, older children and adults can be tantalised with the retro taste, bringing traditional manufacturing methods together with the bright colours and tastes to create an unusual yet delicious ice cream that will keep customers coming back for more, time and time again.” In addition to the continental range of ice cream supplied by the Hampshirebased producer, a further 20 tasty flavours are available in the company’s real dairy range.

pp Maynard House Orchards is launching its home-grown heritage variety Kidd’s Orange Red to trade customers. “My grandfather brought Kidd’s Orange Red back to Britain in 1931 as he felt that the flavour of the fruit was exceptional,” says Clive Williamson, owner of Maynard House Orchards Apple Juices. Until recently, the Maynard House Orchards Kidd’s Orange Red variety has been available only at the Fat Duck in Bray but is now being offered in 240 millilitre bottles to luxury restaurants, hotels and bars across the UK. It joins the rest of the Maynard House Orchards range including the Apple & Raspberry, Apple & Elderflower and the celebrated Cox & Bramley varieties. As with all of Maynard House Orchards’ juices, the Kidd’s Orange Red variety is made from hand-picked apples, which are pressed, gently pasteurised and bottled on-site to produce a high quality cloudy juice. The company adds: “The complexity of flavours offered by this heritage juice makes an interesting and non-alcoholic alternative to wine and beer when matching with food.” Information: 01284 388 680, www.applejuice.uk.com, Twitter: @apple_juices or Facebook.com/maynardhouseorchardsapplejuice

Information: 01590 647 611 or www.newforesticecream.com

oo Leading fish and seafood producer, Young’s seafood has launched a new range of non-fried, sustainably sourced breaded products. The new ‘Kids Just Love it’ non-fried range has been created specifically for schools, but is also an ideal healthy option for children’s menus in pubs and restaurants. Available under the Ross brand, the new range utilises the unique ‘Lovet’ process, which it says “gives a greater flavour and has a lower fat content than products prepared in the traditional way.” Simon Clarke, foodservice group director at Young’s seafood, says: “The dual benefit of not pre-frying the product during the production process, along with the unique innovation of the Lovet coating, means that the new range has less fat, more taste and our crispiest coating ever.” Information: 07917 261 403, gerry.brown@youngsseafood.co.uk or www.youngsforchefs.co.uk

pp The multi-award-winning Zuma range of frappés, chais and hot chocolates from Beyond the Bean, can now add yet another accolade to its growing list. Launched at this year’s Caffé Culture show, the Zuma Yogurt Frappé powder has gone on to be a recipient of the Best New Product award at this year’s SCAE show in Vienna. The yogurt frappé is low in fat, free from artificial colours, flavours and preservatives, approved by the Vegetarian Society and contains no unhealthy hydrogenated fats, like all the other products in the Zuma Frappe range. The award-winning Yogurt Frappé joins Caffé, Mocha, Vanilla, Sticky Toffee and Chocolate in the Zuma Frappé range. It is sold in one kilogramme pillow packs and has 25 servings per pack. Information: 0117 953 3522, sales@beyondthebean.com or www.zuma-beverages.com

September 2012

HOTEL Owner

September 2012

24 Signature menu

Dining out with…

Vernon Strachan, the executive head chef at the Cinnamon Restaurant and Bar, Hilton London Canary Wharf

xecutive head chef, Vernon Strachan has been with Hilton for 10 years. Before joining Canary Wharf, he used to work at Gatwick Hilton, which was a very busy 24/7 operation. Prior to that, Strachan worked for Africa’s largest hotel operator at a number of establishments, including the President Hotel in Cape Town. Growing up and training in South Africa, a multi-cultural tourism-led country, chef Strachan developed very diverse cooking skills, never focusing on just one type of cuisine. He is a fusion chef – east meets west – and enjoys blending an array of Asian flavours and mixing sweet with savoury. He always uses seasonal and local produce wherever possible, and all the meat and fish from the restaurant comes from the British Isles. As well as pan-Asian cuisine, Vernon has just created an extensive Sunday Brunch menu using textures and flavours of British dishes and locally-sourced ingredients. Combining the best of breakfast and lunch, it includes a fresh array of breads, pastries, an egg and pancake station, a carvery station, salad bar, antipasti, seafood, charcuterie and British and continental cheeses.

Seared Yakitori beef

With the Yakitori beef this is where east meets west using the best cut of British beef twisting it with Asian flavours. The beef fillet is spiced with chilli, garlic and miso and then marinated in Yakatori sauce for few hours to infuse. After being pan-seared, and treated like a beef Carpaccio, it is served with butternut foam, baby rocket and a Yakatori glaze.

September 2012

HOTEL Owner

Signature menu

Spiced pork belly

A British classic with a hint of Asia. Gloucester old spot – Britain’s most famous pork – is used here and we take the belly, which has been rubbed with seven spices and slow cooked for hours. This is then served with crispy, Savoy cabbage wontons, carrot pureé and a mirin-infused jus, finished with micro herb and apple salad.

Chocolate and strawberry sensation

Using only the finest and freshest of ingredients, strawberries are blended into a thick pureé and combined with chocolate liqueur, vodka and double cream. These ingredients are shaken vigorously together, with half a chilli bringing subtle chocolate notes and hints of spice to the palate. The dish is finished, when presented, with a chocolate fondue and fresh strawberries for dipping.

HOTEL Owner

September 2012

HOTEL Owner

September 2012

28 Catering equipment

The laws of supply and demand

Karen Conway, director of GBT Commercial Kitchen Equipment, looks at the key sources of supply when purchasing catering equipment

n this current economic climate the decision to invest in the purchase of capital equipment is one that needs lots of careful consideration. As a commercial catering equipment distributor I have an established database of loyal customers, however I set out recently to find out how customers who I’ve yet to reach start their buying process. I like talking to people. If you’re a hotel owner or employee working within the hospitality industry then I would imagine you do too! Gathering research to include in this article means I had the chance to talk to people just like you, and there’s no better way to do this than face-to-face. So, on a cold, unseasonal wet week in June, I took time out to visit various independent hotels. On the whole most owners or hotel managers were welcoming, and were

September 2012

willing to accommodate my request to share their procurement strategy. Armed with a selection of questions I found that replies were fairly standard at each establishment I visited. On a recent business visit to the Clifton Park Hotel I managed to put some of my questions to the owner, Melvyn Lord. My company had been recommended to him to establish a banqueting system for weddings and functions, and so I set off for this elegant, welcoming hotel in the classic, busy seaside resort of St Anne’s near Fylde. When I asked him what the first step he took was when buying new equipment, his answer was “I research the product I’m investing in very carefully, mainly on the internet. The internet is also used to compare prices. I do sometimes buy online depending on the value.”

I then discovered that he does not always automatically return to a previous supplier. He told me: “I would consider how I have been treated in the past by a supplier before using them again and I would seek recommendations from my existing contacts.” I then posed the question – what do you expect from a supplier and discovered that he prefers the company he deals with to take ownership of his request, especially if he is investing a large amount of money. Interestingly he also added: “I have certain expectations, but I’m always impressed if my expectations are exceeded.” I also wanted to know whether new innovations were important to him and what he did with any sales-type mailshots and emails he received. Not only did he say that he wanted the best equipment available he also added: “I’m always looking at ways to improve either the service or presentation for our customers, who expect our high standards.” As for the junk mail he concluded, “Ignore them, I’m a very busy man!”

HOTEL Owner

Catering equipment

Your own decision to buy new equipment will be for a variety of reasons – on the whole, I imagine you’ll have to make a purchase out of necessity. Generally, if you initially invested in good quality equipment, the need to replace items will be rare. This may not be the case if you’ve taken on a going concern and possibly inherited poor quality equipment, resulting in the need for investment to replace items over a period of time. As I said previously, you do need careful consideration. If the item to be replaced is of poor quality, does it make sense to replace like-for-like and find that it doesn’t stand up to the demanding rigours of a retail environment. Searching for a supplier should be easy, especially in this digital age. Of course, it may be that you use traditional mediums by searching the listings in your local directory, or you’ve possibly kept a leaflet or brochure given to you by a sales representative. If you already have a supplier who you’ve a good relationship with, you’ll most probably contact them as and when the need arises. Reputable suppliers will have a wealth of knowledge and information. Their members of staff will often have worked in the hospitality industry and will understand how to use the equipment they supply. They’ll be proactive, visiting manufacturers, attending workshops and training sessions as well as going to trade shows and exhibitions to look for new product lines and innovations. Ask questions of your supplier. If they don’t have the answers immediately they should offer to obtain information from manufacturers for you, the majority of which will be based in the UK. Feel free to ask for specification sheets and graphics, and enquire as to whether or not demonstrations are available. If you’re investing in new crockery and cutlery then samples should be readily available. Relevant questions should also be asked of you by suppliers. Is there suitable access for the equipment? This may seem obvious but can be overlooked by some suppliers. Is your power supply adequate? If you’re replacing gas appliances is your extraction system interlocked with the gas supply? These are just a selection of a number of questions that should be asked by reputable suppliers.

HOTEL Owner

If your budget dictates the need to buy used equipment then please be cautious. Contact a supplier in the first instance, as they sometimes have access to more affordable ‘B’ grade equipment direct from manufacturers. It could be a cancelled order or a display item, either way it would be sold to you with some form of warranty. I do hope this article has given you food for thought and explored some of the options you may or may not have previously considered.

If you initially invested in good quality

equipment, the need to replace items will be rare

GBT Ltd is an established catering equipment distributor, offering a full supply, install and design service, with a broad range of customers across the UK. The company explains: “As we’re a family-owned business which includes former chefs, we not only understand how to use the equipment, we also understand what you want to achieve with it and where it would be best sited.” The company provide a wide range of products covering all your catering equipment requirements from combination ovens, microwaves and dishwashers right through to bottle coolers, chest freezers and much more. The website was launched at the beginning of 2012 and has a great range available to purchase online including Rational combination ovens. Go to www.wesellcateringequipment.com or call 0844 693 1244.

September 2012

HOTEL Owner

September 2012

32 Interview

Rising to the bait

Mike Kiely meets Nathan Outlaw, the only fishfocused chef in the UK who has worked alongside Rick Stein and now runs his self-titled two Michelin star restaurant at the St Enodoc Hotel in Cornwall

I have a very good relationship

ow the British love their summer holidays by the sea, even if the sun’s appearances are all too fleeting for these intrepid staycationers. Still, there’s always the option of hunkering under the umbrella and sharing a bag of fish and chips, the classic combination of salt and malt vinegar offering a welcome distraction from the wet and windy view down the promenade. For those who find this holiday snapshot about as palatable as one of those seaside postcards that once passed for humour, there’s always the option of more well-appointed surroundings. Like the St Enodoc, for example, the boutique destination in the Cornish town of Rock which is home to two-starred Michelin man Nathan Outlaw. Nathan loves his seaside outpost, not least because of its proximity to species such as turbot, pollack and monkfish that underpin a success story that began in faraway Kent and has taken in an apprenticeship with the area’s most

September 2012

celebrated cook, Rick Stein. The latest chapter in this journey involves the separate fine dining and à la carte operations in Rock, the former picking up the Best Fish Restaurant award from the Good Food Guide 2011. Like Stein, he is no stranger to the demands of cooking on live television, his most recent exploits on BBC’s Great British Menu series resulting in him fighting off stiff competition to win the south-west heat. But let’s row back a little. How did a Home Counties boy end up with a commanding view over the natural wonder that is the Camel estuary? “It fulfils all my professional ambitions in that every day is challenging given that it is a very seasonal area. Also, given I’m a chef who loves to cook fish, there is an abundance of produce. Obviously Rick was a major influence, and the major attraction to come here in the first place was to work for him. Since then I moved away with my wife, then came back to settle with the family.

with the fishermen so I listen to the people who do the hard graft and know what is there

I’m very content with where I am. Familywise you can’t live anywhere better.” His contentment is reflected in the laidback approach he has to food and beverage, famously telling one local reviewer that he has no problem with customers turning up for his fine dining experience in flip-flops. His rationale is a simple one, albeit one that might raise an eyebrow or two from a smartly dressed maître d’ in a similarly starred establishment: 80 per cent of guests, says Nathan, are on holiday; they want to relax. So what is the point in making them feel uncomfortable? The approach, he says, has met with universal approval. Well, almost universal: “In three years I would say there has been one person that has turned round to me and said: ‘You want to be careful, people are not dressing up in your restaurant’, but I thought to myself,

HOTEL Owner

Interview

‘Well, they are enjoying their food and they are having a good time, and that’s the main thing.’ And that’s what everyone should be looking to achieve.” The owner of the St Enodoc is similarly laid back, “He’s Australian,” says Nathan by way of explanation. The shared vision of hotelier and chef is one that both appear to be revelling in. For the latter, it represents a change of relationship from previous postings, from one of employee to business partner, Nathan’s own company rents the spaces for both the fine dining and grill options from the hotel management. “It wasn’t until now, where I run my own business within the hotel that I have that freedom to feel settled because I own 100 per cent of the fish restaurant with regard to fine dining.”

He has no problem with

customers turning up for his fine dining experience in flip-flops The food and beverage operation is run out of separate kitchens, the smallest of which is dedicated to the fine dining menu produced by Nathan, his head chef Chris and two apprentices. Pete heads up operations in the larger grill kitchen in the company of the remaining six trainees. He is proud of the mentoring side of the operation run in conjunction with the nearby Cornwall College and pays great attention to ensuring his young charges, ranging in age from 16 to 18, receive the right grounding: “I know the lecturers [at Cornwall College] very well, and actually we’ll be starting a little academy down there because of the relationship that we have. So I know what they are learning and the lecturers know what they are doing here, and it seems to breed very good young chefs that are going to do very well. It’s nice from my point of view to pass that knowledge on and help them out because it is not an easy industry in terms of finding the right place to work in.” He’s similarly protective of the produce that is the star attraction on many of the plates that cross his pass. “I have a very good relationship with the fishermen so I listen to the people who do the hard graft

HOTEL Owner

and know what is there. Personally, I’ve got a 20-cover restaurant and a 60-cover restaurant, so the impact that we would have is not going to be great in terms of the issue of sustainability. But there’s obviously people’s livelihoods at stake and a lot of these fishermen are my friends and my family, and none of them want to go out there and take all the fish from the sea. “These days I buy from one market – Looe, which is a day-caught market, and then I have about two or three guys who are on their own and who go out and target certain species at certain times of year when it should be caught in season. So, say, in February, March, you shouldn’t be asking a fishmonger for sea bass. But chefs do, they write their menus and they’ll put their orders in. So when stocks should be left to breed, they are being caught. “For me it’s about education and talking to the guys who do the job, and that’s what I think not enough people are doing. Sustainability is important not just in terms of the future of our restaurant but of an area that I love.” The Cornish-based chef will now be dividing his time between his beloved Cornwall and London with the launch of his own Seafood & Grill at the Capital Hotel in Knightsbridge, scheduled to open its doors to diners in October. The kitchen will be overseen by head chef Pete Biggs, who has worked alongside Nathan for 10 years, and the menu will focus on simply

prepared, sustainably-sourced seafood including dishes such as Cornish crab on toast to roast brill on the bone. Nathan says: “Both Pete and I are looking forward to coming back to London and we’ll be bringing some of the incredible Cornish ingredients we’ve been working with over the past 10 years.” Unlike the restaurant in Rock, the team plan to extend the menu to include sustainable catches from elsewhere in the UK and with bookings already being taken, those wishing to sample the delights from the seafood-championing chef may have to get in line. Nathan’s fine reputation also led to the recent publication of a book of fish recipes. Despite his Michelin stars, he was keen to avoid a ‘cheffy’, coffee table-type tome that would be full of dishes the casual reader would be too intimidated to try in their own kitchen. Rather he is proud of a collection, boasting a foreword by Rick Stein, which encourages enthusiastic amateurs to have a go*. He cites two recipes in particular – brill with roasted root vegetables and monkfish in a shellfish sauce - both cooked on the bone in order to retain texture and flavour, as great dishes upon which aspiring cooks can build their confidence. The finished plates may not be up to Outlaw’s exacting standards but at the very least they offer a taste of the British coastline that knocks spots off even the best bag of fish and chips.

*Nathan Outlaw’s British Seafood is published by Quadrille.

September 2012

HOTEL Owner

Show preview

Best in show

We take a look at what’s in store at the Independent Hotel Show, the first trade event dedicated to the top-end market

he Independent Hotel Show, launching on 16 and 17 October 2012, is the UK’s first trade event for independent, luxury and boutique hoteliers as well as owners and operators of B&B’s, pubs and restaurants with rooms. Tim Etchells, managing director of SME London Ltd, organiser of the event along with Fresh Montgomery, says “This sector of the hospitality industry has expanded and acquired huge importance within 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 the owners, operators and key decision-makers together with the industry’s top suppliers, service providers and designers.” The Independent Hotel Show will showcase over 150 suppliers and brands spanning across categories such as interior design, technology and software, audio and entertainment, hotel products and amenities and health and wellness, many

HOTEL Owner

of whom have never exhibited before at a hospitality trade event. Each one has been hand-picked to ensure the quality and breadth of products and services that hoteliers demand. The show has met with enormous excitement from suppliers and hoteliers alike. Paul Rowland, managing director of CP Hart bathroom designers says; “Hotel guests now expect an inspiring bathroom as part of their accommodation. Until now, there hasn’t been a show that services and reaches this sector, so we are thrilled to have this opportunity to introduce the very latest designer products and innovations to the hotel market in this exciting new show.” Akis Skinas, director of sales and marketing for East London’s award winning Town Hall Hotel, who has already registered to attend the show comments; “It really is a non-stop process of reviewing our suppliers. It’s part of the deal for any hotel in this sector because we are a

Blakes Hotel

non-mainstream or replicated product. Essentially you need to keep your eyes and ears to the ground – we will definitely be attending the event.” The two-day event offers the unique opportunity to network with likeminded operators, industry peers and experts from across the UK in the stylish Hub Bar, designed by leading architectural practice Stiff and Trevillion. Throughout the day, hoteliers can share experiences and build relationships with the promise of turning the acquired knowledge into positive actions within their own hotel. The in-depth, free-toattend programme of business sessions is sure to prove a further attraction. With input from leading hoteliers, industry experts and journalists, these sessions aim to be informative, inspirational, insightful and practical delivering essential information on the latest innovations and trends. The Independent Hotel Show takes place from 16 to 17 October 2012 at West Hall, Olympia, London. Please visit www.independenthotelshow.co.uk for full ▶▶▶ event details and features.

September 2012

36 Show preview

oo British manufacturer of commercial glass and dish washers, Classeq has models and prices to suit any size of hotel. From compact light use to heavy duty conveyor systems, the company says it has a machine to match your business needs. You can find out more about the product lines and the range of Eau de Vie fresh filter water systems at Independent Hotel 12. The company adds: “Come and see how you can generate extra income, while doing your bit for the environment.” Information: 0844 225 9249 or www.classeq.co.uk Stand IH1

pp Commercial insurance specialist Cooke & Mason PLC will showcase its exclusive insurance solution for hotels at Independent Hotel 12. Hotelcover is designed to fulfil the specific requirements of the hotel and leisure industry and provides a comprehensive, tailored cover to each business. The package offers a level of protection akin to a 5-star policy and includes bed bug cover and a free on-site health and safety audit that helps to secure the best insurance price.

pp Norfolk Cordial’s drinks are designed for the adult market and use only fresh, real fruit. The company says: “We produce our cordial by hand in small batches and our production methods are very similar to those used in the wine industry, whereby all fruit is cold pressed and then filtered before being mixed with sugar and citric acid to produce a cordial that is not only beautiful to look at, but also tastes like no other” The cordials have no added colours, flavours or preservatives and are pasteurised in the bottle to ensure that everything is sterile and that nothing is lost in terms of flavour and smell. The company adds: “Our flavours are more on the sharper side than sweet and therefore cater to the more mature and discerning palette.”

Information: 01777 869 900, hotelinsurance@cookeandmason.com or www.cookeandmason.com/hotel

Information: 01263 570 251, hello@norfolkcordial.com or www.norfolkcordial.com

Stand IH71

Stand IH54

Airwave Europe will be presenting the latest in guest entertainment and hotel multimedia services at Independent Hotel 12. Visit Airwave and check out its AirMEDIA Smart TV upgrade solution and AirCAST and AirINFO on-screen hotel information services, designed to help you make the most out of your existing hotel TVs. Airwave will also be demonstrating the latest products and services from partners Sky, Samsung, Philips and LG as well as hotel TV solutions, digital signage and more.

As a family owned British company with a 30-year history, Ruark Audio says: “we have worked within the revered British audio industry, creating high fidelity loudspeakers for music and audio enthusiasts.” The company has recently partnered with Mr & Mrs Smith and says it sees boutique hotels “as a sector where we can offer the ideal audio solution, complementing residences in terms of design, functionality and at the same time superb sound quality.” Currently housed in the rooms of some of the world’s most iconic hotels, Ruark Audio’s current range of DAB/iPod/ CD radios and music systems will be on display at the show along with a preview of what’s to come in 2013. Sales director Richard McKinney and operations director, and part owner, Neil Adams will be on hand to answer any questions you may have about audio solutions for your hotel rooms. Information: 01702 601 410 or www.ruarkaudio.com Stand IH22A

Information: 0845 555 1212 or www.airwave.tv Stand: IH102

September 2012

▶▶▶

HOTEL Owner

September 2012

38 Show preview

Artistic Upholstery is celebrating 60 years as a familyowned and managed company, and now in its third generation, it says it is “committed to maintaining the family principles of excellence in design and quality of workmanship.” Building on this heritage, the company has constantly adapted to an ever-changing market, making it one of the UK’s most respected and leading makers of bespoke upholstery worldwide. In 1998, the company was awarded the coveted ‘Manufacturing Guild Mark’ by the Worshipful Company of Furniture Makers’ in the City of London, in recognition of its design excellence.

pp Laundry equipment manufacturer Girbau UK launches its new Fluffy Towel Laundry at Independent Hotel 12. The company says: “For discerning and cost-conscious hoteliers the new concept offers immediate savings of 30 per cent and requires no capital outlay.” Towel supplies can become hard and rough after repeated washing using normal methods. “The on-premise Fluffy Towel Laundry uses proven ozone technology specifically designed to improve washing and drying, guaranteeing high quality, fluffy, absorbent and fresh smelling towels,” adds the company. Information: www.girbau.co.uk Stand IH22B

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 by 30 millilitre bottles, 25 gram soap and two by 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 bottle and dispenser labels have been designed in iconic Roullier White art deco style in black and white with a dash of red on a glossy material and the soap is presented in a shiny white and black card box, all of which can be displayed on a high gloss black lacquered tray. Information: 01372 362 533, www.aslotel.co.uk or www.roullierwhite.com Stand IH32

Information: 0115 973 4481 or www.artisticupholstery.co.uk Stand IH29

pp Hypnos is supported by a Royal Warrant from Her Majesty Queen Elizabeth II and is also Condé Nast Johansens preferred partner for mattresses and beds. In 2011, the company was awarded the National Bed Federation’s ‘Bed Manufacturer of the Year’ award and makes over 50,000 hotel beds a year. The company’s clients range from large international hotel groups and cruise liners to small boutique hotels. It recently partnered with HHL to launch Vital Protection, which it describes as “a revolutionary fabric treatment for Hypnos mattresses, toppers and mattress renovators, designed to provide long lasting protection against bed bugs for hotel guests.” This fabric-impregnation treatment, which has been independently proven to effectively repel and instantly kill bed bugs, as well as dust mites and other bacteria can be added to both new and existing beds, cannot be washed off, is completely invisible and odourless and will not affect the fabric’s fire retardancy properties.

EcoPure Waters is the BHA-approved leading supplier of sustainable on-site water filtration systems within hospitality. The company explains: “The systems dispense unlimited volumes of pure top quality still and sparkling water into personalised bottles saving in excess of 80 per cent of the cost of bought-in bottled water, while dramatically improving a venue’s CSR credentials.” A full range of bottle sizes from 200 millilitres to one litre in either swing-stopper or tamper-evident closures exists to suit all applications. Clients include the Radisson Blu Edwardian, Sarova and Cotswold Inns Group together with the Tresanton, Goodwood Park, Thurlestone and Middlethorpe hotels.

Information: www.hypnosbeds.com

Information: 01844 290 088 or www.ecopurewaters.com

Stand IH28A

Stand IH47

September 2012

HOTEL Owner

September 2012

HOTEL Owner

September 2012

42 Comment

Declaration of independence With the arrival of the UK’s first trade event for the independent, luxury and boutique hotel sector, Peter Hancock asks what sets them apart from the bigger chains

n 4 July in every year since 1776 the citizens of the United States have celebrated their independence from the British Empire. The occasion is deemed so important it is marked with fireworks, family gatherings and a public holiday. Although lacking the political significance of Independence Day, there is nonetheless an important new date for those of us working in the independent hotel sector to note – 16 October is the opening day of the very first Independent Hotel 12, a two day trade show dedicated to “luxury and boutique hotels” at Olympia, London. The idea was the brainchild of food writer Henrietta Green and the show has been organised by SME London along with Fresh Montgomery, who are also responsible for Hotelympia. Personally, I have never been quite sure about the term “boutique hotel” as it implies a closer connection with ladies’

September 2012

fashion than comfortable accommodation. However, many of the smaller upmarket hotels are now happy to be labelled as such, so who am I to complain? What I do know is that the UK is served by hundreds of very good independent hotels, which successfully compete against larger group-owned properties yet operate in a completely different way. This new show has been created just for them and I am very much looking forward to being there. My own exposure to independent hotels began in the late 1970s when I worked in one as a waiter, eventually becoming general manager and then working for private owners at other establishments before metamorphosing into a hotel guide publisher and, for the past dozen years, managing a consortium which represents 44 of the country’s better independent hotels. It is a startling fact that several of them have remained in the same

HOTEL Owner

Comment

The UK is served by

hundreds of very good independent hotels which successfully compete against larger groupowned properties yet operate in a completely different way

family ownership for more than 30 years while virtually all of the big chains that existed then have gone. It’s too easy to write off group hotels as lacking the personal touch and clinging to the belief that all independent hotels are superior because of a hands-on owner. We know this isn’t really the case. There are scores of extremely talented managers who make staying at a Hyatt, an Intercontinental or a Four Seasons an absolute pleasure, just as there are thousands of proprietors with zero people skills and a wilful refusal to invest properly in either the fabric or the staff at the places they run. In fact, badly managed independent hotels probably do more damage to our industry’s reputation than any group. Suffice to say, we are unlikely to meet their kind at Independent Hotel 12 which is unashamedly aimed at successful operators in our trade. In any case, the hotelier who does not care about quality standards, or the development of staff, wouldn’t dream of going out into the big wide world to learn something new. Being lucky enough to spend time with successful hoteliers I notice how much of their conversation revolves around customers: How much are they prepared to pay? What would make their stay better? What can we learn from that complaint? Why do some of them prefer another hotel? How can we save money without compromising standards? Perhaps it is an independent hotelier’s freedom to constantly adapt and change in the light of dialogue with actual guests that gives him the edge over those who are one step removed from guests within a larger company. When looking at applications for membership of Pride of Britain, our board is charged with the tricky task of judging whether the place will live up to the expectations of customers who have experienced other hotels in the collection. An overnight stay usually produces a clear result – yes or no – but sometimes the debate can last a very long time, perhaps hinging on small details that only an hotelier, or Sherlock Holmes, would notice.

HOTEL Owner

The Goring is the only family-owned and run 5-star deluxe hotel in London

I suppose the qualities we look for are all the things that make a guest’s stay pleasurable, from the beauty of the property to the knowledge of the sommelier; the quality of the furnishings; the friendliness of the reception team; the skill of the kitchen brigade; the efficiency of housekeeping; all of which stem from the people at the top having the right attitude. To date, there doesn’t seem to be a blueprint for running a good hotel, each seems to have its own eccentricities as Jeremy Goring reminds us, but at the very least you need an owner who understands guests’ needs and is determined to meet those needs. So what can yet another trade show offer us? Well, we can certainly expect to meet high quality suppliers eager for our business, as well as some we already use. It’s my guess that the show will have a more relaxed feel than the bigger events and that the exhibitors will appreciate the status of every visitor thanks to careful targeting. Hoteliers can expect to meet their peers and to be presented with some interesting talks on relevant topics. For me the show offers a chance to find out what the best independent hotels will be doing over the next few years to keep ahead of the competition – what booking systems are now available, how design styles are evolving and what new technology is out there to make business more efficient. I also hope to bump into friends within the trade and listen to how they are keeping afloat. In an ideal world hoteliers would spend half their lives staying at other places to learn from the creativeness of the best, and from the mistakes of the worst, and then bring all that knowledge back to their own business. In the real world, of course, there isn’t the time for that so maybe one or two days at a show such as Independent Hotel 12 is the practical way to soak up market intelligence in the company of others with the same issues to deal with. Hopefully the show will become a regular fixture in our business year. If so, I’ll put the next one in my diary and call it “Independents Day”. 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.

September 2012

HOTEL Owner

September 2012

46â&#x20AC;&#x2030; Inspiring ideas

The acrylic painting by Annand Channar adds a splash of colour and has a 1960s feel.

The use of marble floors, mahogany timber panelling and doors and high quality fabrics all add to the luxurious feel.

Inspiring

IDEAS

The dramatic scheme was created by the rich wallpaper and the highlights of gold gilt in the furniture and accessories.

The highest and most luxurious bedroom floor in the London Hilton on Park Lane, the suites on the 27th floor offer the most spectacular views over the capital. Designer Lynne Hunt was tasked with revamping three Clarence Suites, a Presidential Suite and the Balmoral Suite. Each was designed using high-end fabrics and light fittings creating classic, elegant and luxurious schemes. Much of the existing furniture was refurbished, French polished, gold gilt touched up and re-upholstered giving the pieces a new lease of life September 2012â&#x20AC;&#x2030;

HOTEL Owner

Inspiring ideas

The chandelier with layers of glass drops adds a lightness and sparkle to the room.

The rich black and gold scheme follows throughout the lounge, dining room and bedrooms of the suite.

The lavish fabrics were chosen from a variety of fabric houses such as JAB International, Harlequin, Zimmer & Rohde, Pierre Frey, Lelievre and Sahco.

Bespoke hand tufted rugs were designed using traditional damask elements and silk highlights.

HOTEL Owner

September 2012

47â&#x20AC;&#x2030;

48â&#x20AC;&#x2030; Inspiring ideas

The carved timber four poster bed has been redecorated using aqua green fabric and trimmings.

For evening meals, LED lights in the ceiling add a warm and modern feel to the room.

The impressive dining area offers space for up to 12 guests.

Two extensive windows flood the room with natural daylight.

September 2012â&#x20AC;&#x2030;

The existing furniture was re-upholstered with high-end fabrics.

HOTEL Owner

Inspiring ideas The bed is made from mahogany and is uniquely decorated in a quintessential English style, filling the room with a rich energy.

The Clarence Suite was designed with an English feel in mind.

The opulent antique furnishings with turquoise accents give an extra dimension to the suite.

HOTEL Owner

September 2012

49â&#x20AC;&#x2030;

50 Pub with rooms

Inn vogue

Take a traditional British coaching inn, add a savvy young couple, regional food packed with flavour and a chic interior to rival the smartest star-rated hotels and you get the perfect ingredients for a successful business

sked for her thoughts ahead of Independent Hotel 2012, owner of the Wheatsheaf Inn, Georgie Pearman, explains what she has learnt over the years. She says: “For us it’s the details that make the difference. The touching, the feeling, the smells, what you hear, what music’s playing – everything affects you.” It is precisely this meticulous approach that has earned both the Wheatsheaf Inn and its hip hoteliers numerous

September 2012

accolades from being named in Tatler’s 101 Best Hotels in the World 2012 and more recently, a Gold Award at the 2012 Cotswold Tourism awards. Georgie runs the inn alongside her husband Sam Pearman, a former professional rugby player who swapped the field of play for the kitchen of Langans where he kicked off his culinary career opening 500 oysters a day. As Georgie explains, “for some reason this didn’t put him off and then he started

working as a chef for a few years moving to front of house at the Glass House in Kew.” Sam has since progressed to become the owner and operations manager at the Tavern in Cheltenham and works alongside Georgie at the Wheatsheaf Inn. Georgie admits that it was always her ambition to leave her life in the city behind, where she worked as a corporate lawyer, and settle in the Cotswolds. The opportunity to do this came in the unlikely shape of a tired, old high street pub in the Gloucestershire market town of Northleach. Georgie says: “We got a phone call from the pub company who owned the freehold saying that the current tenants had gone bust and would we be interested in taking it on. The last few

HOTEL Owner

Pub with rooms

owners had also gone out of business, which isn’t usually a good sign, but we’re still around after four years, so hopefully we’ll still be here in another four.” Many would ask why the couple – in the face of a recession and a beleagured pub industry – wanted to take on a run-down coaching inn. Georgie admits that she had always wanted to run a pub and the Wheatsheaf presented a golden opportunity, located in an unspoilt Cotswold market town in an area of outstanding natural beauty. Not only did the couple purchase the ailing inn, they also shrewdly invested in the cottage next door knocking through to create a larger dining space, a sitting room and an additional three bedrooms.

HOTEL Owner

Georgie clearly has a flair for interior design, which is evident throughout the property although she admits that this may not be to everybody’s taste. She has bravely combined the old with the new, retaining the original character but adding her own modern twist. She says: “We sourced all the furniture, pictures and general decoration from around Europe and the UK using antique dealers but have mixed this with some more modern art.” The result is what Tatler describes as “a secret tardis of coolness in the Cotswolds, a blast of professionalism dressed up with bags of character.” The country-style antiques and vintage prints sit alongside French industrial lighting and roaring log fires and it exudes,

“A secret tardis of coolness in the Cotswolds, a blast of professionalism dressed up with bags of character”

what has been described as “a strong fashion/rock n’ roll vibe”, probably one of the reasons why Kate Moss’ wedding guests stayed here last July. Georgie adds: “I’m not sure what the style is – we like it but I’m sure it isn’t liked by everyone, but I don’t think you can please everyone.” Jugding by the reviews from both the media and guests, and the repeat bookings,

September 2012

52 Pub with rooms

the mix of Farrow and Ball muted colours and Sebastien Kruger artwork are hitting the mark and Georgie and Sam have successfully created a whole new blueprint for small-scale boutique accommodation. Each of the 14 rooms has been individually furnished but all have been designed with one aim in mind – the provision of comfort. As the couple explains: “We believe that the key ingredients for a good night’s sleep are big comfortable beds, powerful showers and rich, luxurious bed linen.” A few additional extras are also thrown in for good measure including Bang & Olufsen televisions, complimentary wireless access and handmade toiletries. Aside from the stylish décor, the Wheatsheaf has also established a

September 2012

reputation as one of the finest gastropubs in the Cotswolds. The Good Pub Guide refers to its “highly thought out-of menu that might include a charcuterie plate, creamed ham hock with peas, Loch Dart salmon with wild mushrooms or rare roast venison with apple, hazelnuts and chard.” For executive chef Anthony Ely and his team the focus is firmly on simple, rustic food with seasonal and local produce a feature of the daily changing menu. As well as the culinary staff, the couple employ over 50 people and with plans in the pipeline to open a new establishment in the next six months, this is expected to rise to over 110 employees. Georgie admits: “We’re on a huge learning scale and I think we always will

be like that. There are always people doing fantastic things, so we hope to learn from what they do.” She has particular admiration for the Polizzis with the Hotel Endsleigh and the Hotel Tresanton on St Mawes among her favourite places to stay. A review of the latter property on the Cornish coast says “it’s modest entrance belies the glamour that lies beyond” and the same could be said of Georgie’s own property. She says: “It’s a pub with rooms so we are quite limited in terms of people’s expectations of what a pub should be.” But for those that walk in expecting to find a traditional quaint coaching inn, what they will discover is a stylish and sophisticated property with the all the fluffy-robed attributes of a top-rated hotel.

HOTEL Owner

September 2012

54 Charity spotlight

Helping hand for hospitality workers In the first of a new monthly column, Hospitality Action will be revealing more about its work. Here we find out about the organisation and how it helps those in the hospitality sector

ospitality Action, the hospitality industry charity, provides vital assistance to all who work, or have worked within hospitality in the UK and find themselves in crisis. It offers crucial help and advice for those who are in need of support and has been doing so for the last 170 years. Penny Moore, chief executive of Hospitality Action explains: “Changes in circumstances can affect anyone, but with customers being at the forefront of the hospitality industry, sometimes employees can go unnoticed. We help hospitality workers that are facing personal issues that impact their ability to work and ultimately their household income.” The charity supports individuals dealing with a range of circumstances such as lifealtering illness, disability, domestic violence and poverty. Offering grants, counselling and advice, Hospitality Action provides a real lifeline to thousands of hospitality industry workers in need. Nicki Morgan is just one of the people who the charity has helped in its long history. Nicki’s world fell apart when her husband Julian of just seven months lost his battle against cancer. Knowing he was terminally ill, the couple decided to start a family and with the help of IVF Nicki fell pregnant. However, despite the good news, the couple faced further problems when Nicki was made redundant from her post as a banqueting and conferences manager. With Julian unable to work, and his employer offering no company sick pay, the couple started to struggle financially. As they fell behind with the bills, they had no other option but to turn to loans and credit cards to make ends meet. When Julian tragically passed away, there was no life insurance, leaving Nicki

September 2012

Every year Hospitality Action

manages to help over 1,500 industry members across the UK who find themselves in crisis through no fault of their own with the heartbreak of losing her husband coupled with severe debts. Just seven days after Julian’s funeral Nicki miscarried their child. In spite of this unbearable tragedy Nicki managed to find a job at her local college, but following funding cuts she once again faced redundancy. With bills mounting and the grief of her loss to cope with, Nicki sought the help of Hospitality Action. The charity was able to provide a grant to cover funeral costs, as well as offering much needed guidance to help Nicki come to terms with her tremendous loss and get back on her feet. This support proved to be invaluable to her recovery. The charity receives tragic pleas from people like Nikki on a daily basis and every year Hospitality Action manages to help over 1,500 industry members across the UK who find themselves in crisis through no fault of their own. Whether they are suffering from illness, addiction, poverty, bereavement or domestic violence, Hospitality Action is able to lend its support. However this type of life-changing help is only made possible by the generosity of fellow members of the hospitality industry. The charity receives no government funding and relies solely on donations to carry out its vital work. Hospitality Action runs a series of fundraising events throughout the year. On

25 January 2013, the tables will be turned at Pennyhill Park for an exclusive dinner hosted by some of the big hitters in the industry. Leading hoteliers will go ‘back to the floor’ for one night only to serve guests a mouth-watering four course meal, wine and champagne. The ‘waiters’ for the evening will include: Danny Pecorelli of the Exclusive Hotels group; Sue Williams of Cliveden House; Philip Newman-Hall of Le Manoir aux Quat’Saisons; Andrew McKenzie of the Vineyard at Stockcross; and Jonathan Raggett of Red Carnation Hotels. Acting sommeliers will include Simon Numphud of AA Hotel Services and Peter Hancock of Pride of Britain Hotels who will act as compere for the evening. The event will be a unique opportunity to connect with some of the industry’s most respected businessmen and women, while raising vital funds for the charity via ticket sales and a charity auction on the night. To find out more about the charity and how it makes a difference to the lives of hospitality industry workers, visit: www.hospitalityaction.org.uk

HOTEL Owner

Just as a label on a bottle tells us everything about good wine... ...the company you choose to preserve it says everything about your experience and competence. Bespoke Wine Displays and refrigeration from...

the cool side of cold

for details contact;

General Catering Ltd Unit 1, Churchill Business Park, Churchill Road, Doncaster, S. Yorks, DN1 2TF Tel: 01302 340742 e: info@generalcatering.co.uk www.generalcatering.co.uk

HOTEL Owner

September 2012

56 Hotel televisions

Thinking outside the box

Today’s guests expect in-room entertainment to match or better what they have at home, with upto-date technology and features being a key indicator of quality September 2012

eading supplier and installer of digital television and media services to the hospitality sector, Airwave says: “The television is no longer just a way to view TV channels; as technology advances, so too have guests’ expectations of in-room entertainment. Now they are demanding better picture quality, bigger screens, high definition content, and most notably the ability to transfer content from or use features found on an iPad/iPhone, tablet or Smartphone.” With so much technology available to the domestic user this can prove a challenge for any hotel, but especially those with an illustrious heritage, such as the privately owned 5 Red Star Cliveden House. James Hobden, IT manager at the hotel, was keen to maintain the house’s association with the past but also recognised that high quality televisions and digital services were needed in the bedrooms. Airwave recommended the installation of Samsung TVs with flat 40-inch LED screens with super slim bezels that fit elegantly into the elaborate guest rooms. It also advised the use of its AirMEDIA Smart TV Solution to provide a unique package of media and information services that are in keeping with and complemented the first class facilities at the hotel. Hoteliers are responding to the need to create an improved guest experience and they are also recognising the revenue opportunities this can bring. They can now provide access to multiple forms of content from the web and offer their guests apps, services and information on the TV. Airwave believes that the hotel television can and should be used as a communication tool to inform the guest and promote offers and services. Holiday Inn London, Stratford City invested in Airwave’s tailored AirCAST ‘red-button’ guest information channel for its new 188-room site overlooking the Olympic village. The system provides guests with a dedicated TV channel showing up-to-date information on the hotel, the services available, as well as local information and attractions; all via an easyto-use and familiar interactive system on their in-room TV. Jane Kendrick, director of operations at the hotel, comments: “The system eliminates the need for a paper

HOTEL Owner

Hotel televisions

in-room directory, which means there are absolutely no printing costs. With all the information on screen, Holiday Inn is leading the way with green technology.” Airwave says there is no need to change your hotel TV when you can simply upgrade and provide your guests with the very latest Smart TV features and apps, as well as information about your hotel and the services you provide. AirMEDIA transforms HD-ready hotel TVs into affordable modern Smart TVs. It’s a complete standalone solution that includes the AirMEDIA Box, a unique Hotel Gyro Remote Control and access to the MySmartUp Portal, which gives you complete control over look, feel and functionality. AirMEDIA offers a service advantage that is specifically designed for hospitality, so a guest’s personal details, usernames and passwords are cleared automatically after use, so safety and security is assured. It also requires no on-site server just a wired or wireless network and a broadband internet connection. It uses a small, unobtrusive smart box that works with just about any hotel mode TV and when you do want to upgrade to a slimmer, more eco-friendly TV, you just move the AirMEDIA box to the new set. With AirMEDIA guests can use apps just like those on a Smartphone or tablet device, but on a much larger screen. This opens up a huge range of applications including popular catch-up TV and video streaming services, journey planners, event guides, news, magazines, weather services and much more. Guests can also login to their favourite social networks or chat and shop online. Surfing the Web is also easy, using the feature-rich HD browser that provides access to even more exciting services and all of this is done from the comfort of the guest’s hotel room. Sky TV advises: “Enhance your guests’ experience and get the edge over your competition with Sky TV. With Sky in rooms, show the TV channels your guests are used to watching and help

HOTEL Owner

to create that home-from-home experience. Boost your hotel business with the ultimate mix of live sport, entertainment and news programming from Sky. Whether it’s your hotel room, the bar or any other area of your hotel, Sky has a solution to suit.” Quadriga is delivering smart TV solutions to its hoteliers, enabling them to provide guests with the kind of connected TV experience they are becoming used to at home. Through smart TV functionality guests are able to browse the web, chat with friends, update their Facebook and use apps right on the screen. The major brands have seen strong demand for their smart TVs in the consumer market and this is expected to continue, with 82 million connected TVs in homes worldwide, forecast to grow to 892 million by 2016. (source: Informa). CEO of Quadriga, Roger Taylor, says: “We are very excited about the opportunities offered by smart TV technology to our customers. The number of smart TVs being sold in the consumer market is real evidence of the potential appeal to guests of accessing web applications via the TV. We are working with our key TV partners to embrace these new opportunities and bring this new technology into the hospitality sector, to provide a competitive advantage to our customers.” Global Entertainment Management (UK) Ltd is a dedicated company in the world of visual digital entertainment; committed to brands like Samsung, LG and Philips (TP Vision). Its hospitality TV division will be offering the latest range of TVs from Philips (TP Vision) over the next few months and some of the new range will include features like Smart TV apps, Simply Share to stream movies plus music to TVs and more. An independent company, proud of its reputation as operating at the forefront

of its industry, Global Entertainment Management has more than 35 years’ experience in the hospitality industry and the company says: “You can expect nothing less than professional advice and service. We supply to large hotel groups and to independent hotels with our products and services meeting the needs of hoteliers and guests. We stand for quality, efficiency and reliability and serve you with a true heart for hospitality.” Richer Sounds is one of the UK’s leading retailers and etailers of hi-fi, home cinema and TV equipment. Founded by Julian Richer, the company has been featured in The Guinness Book of Records for the highest sales per square foot of any retail outlet in the world. With 52 stores nationwide – with 10 in London alone – Richer Sounds has always been able to meet and respond to changing customer trends. As managing director Julian explains: “Historically, we have been known for selling budget audio equipment in a ‘pile it high and sell it cheap’ fashion, but in recent years we’ve responded to a shift in the electronics retail market and expanded our range from the purely audio to encompass plasma and LCD TVs.” The company launched a range of audiophile hi-fi, multi-room and high-end home cinema separates in 2007 and last year, saw the wider introduction of wireless streaming products, 3D and internet TV technology, which the company has now put at the forefront of the business. With more people demanding a home cinema experience both in the comfort of their own living rooms and their hotel rooms, Richer Sounds offers a wide range of products to meet this need, specialising in supplying branded (such as LG and Samsung) noncommercial, home-type screens at a fraction of the cost of hotel-type screens, which are ideal for small to medium size hotels that won’t be using hospitality welcoming display modes. All screens have Freeview built in and the company offers three year commercial warranties at 20 per cent of the screen price. Supplier listing

Airwave: www.airwave.tv Global Entertainment Management: www.hoteltv.co.uk Quadriga: www.quadriga.com Richer Sounds: www.richersounds.com Sky TV: business.sky.com

September 2012

HOTEL Owner

September 2012

60 Case study

Leading by example Here Kevin White, managing director at Working Time Solutions, explores how businesses can find the balance between having a skilled, motivated workforce and remaining profitable

he current economic climate is a widely debated topic as experts speculate where UK PLC is heading, however, there is no question that it continues to be unstable. This makes for a very unpredictable backdrop for UK businesses trying to forecast the workload and resources required for the year ahead. The hotel industry is used to dealing with the complexities of planning staffing rotas to fit in with fluctuating demands – especially in the current year, where large parts of the UK have seen a big uplift thanks to the Queen’s Jubilee and the Olympic Games. This, combined with it being a recession-sensitive sector, makes shift and workload planning a great challenge with a general over reliance on seasonal or agency workers. As a whole, the industry has a staff turnover of an astounding 50 per cent.

September 2012

The current economic climate is still volatile, however, for those willing and able to adapt, turbulent times can be a great impetus for change. To help level out the peaks and troughs of recent times, we have found that many organisations are turning to working time change strategies and Lean Employee Resourcing (Lean-ER) as a solution.

The downturn in the

economy has made us smarter. It has forced us to think differently about how we operate and staff our businesses to ensure we work more efficiently

One business bucking the trend is the 5-star Celtic Manor Resort in South Wales. The hotel set out on a programme of working time change not only to fight the recession, but to maintain its high standards and ensure a better work-life balance for its staff. The hotel introduced squad-based rostering for both full and part-time staff and a committed days system, where staff knew which days they were working, though not necessarily their exact hours. It also included rostering in time for holidays and an increase in the notice period, while retaining an overtime option for those who wanted it. Central to the project was also a shift pattern generation system, which allowed managers to model various shift patterns in-line with demand, issue rosters six months in advance and improve planning for staff holidays and absence. A new operating manual for

HOTEL Owner

Case study

Key considerations before implementing a working time change programme • Get expert help – this is a complex process which requires careful planning and execution to succeed. It is also important to fully understand the implications of working time regulations and the impact of shift working on health and safety. • Identify the team – decide who is best driving the project internally. Make it a small but effective team, ensuring there are representatives from a cross-section of affected business areas to ensure people get behind it. • Define the problem – map out the situation to understand the key issues. This includes a thorough evaluation of demand changes through the days, weeks, months and years. • Communicate and educate throughout – it’s essential to keep everyone updated to ensure they stay engaged and willing to embrace change at the end of the process. • Continuous evaluation and improvement – the business landscape is constantly changing and it is essential to remain tuned-in to stay ahead.

employees was also introduced and the responsibility of all rostering moved to one central resource planner, freeing up management time. Mark Colcomb, finance and support vice president, at this prestigious 2010 Ryder Cup venue, comments: “The downturn in the economy has made us smarter. It has forced us to think differently about how we operate and staff our businesses to ensure we work more efficiently. Having made the switch to Lean-ER, we now have the flexibility to compete in an increasingly Celtic Manor Resort

challenging market while being ready to gear up as the economy recovers.” To add to the complexity of the situation, the Celtic Manor found that its clientele changed dramatically, shifting from corporate conference business to that of leisure, as the recession took hold. In 2006, conferences accounted for 50 per cent of the revenue, but in 2011 this had been reduced to a third. Naturally, this fundamentally affected how the resort was run and the kind of demands placed upon it. The leisure business is less

predictable by nature, as people tend to book later and guests also behave differently. For instance, they will book a table in the restaurant at the last minute, whereas conference guests have their agenda more or less planned in advance. Mark continues: “The recession has hit our market both in terms of volume and price, and has forced us to rethink our business and offering significantly. As a result, we have managed to grow revenue and reduce the cost of staffing year-on-year making us more profitable. “Today, we have a much more leisurefocused business and offering, capitalising on hosting the Ryder Cup in 2010, which gave the resort a great boost in terms of turnover, but also in exposure at home and abroad. “That said, nothing has been gifted to us. We recognised early on that staffing was our biggest challenge and cost centre and we had to find a balance between providing a 5-star service, while reducing costs and keeping our workforce happy.” Mark concludes, “If we’d not made the change when we did, we would have had to reduce our head count significantly and would have become more reliant on temporary staff – a poor combination in a business where people are your greatest asset. Working Time Solutions is the only independent, integrated software and consulting solutions provider in the working time sector, It has a wealth of knowledge and understanding of the strategic shift and working time issues facing organisations. Go to www.workingtime-solutions.com for further details

HOTEL Owner

September 2012

ENTIAL WIS DOM. ES S ENTIAL OILS. The GuestESS Amenities Collection

exclusively available to luxury hotels from Sysco Guest Supply Europe

May 2011 Quarter Page option 2.indd 1

September 2012â&#x20AC;&#x2030;

www.guestsupply.co.uk

27/04/2011 22:44:33

HOTEL Owner

September 2012

64 Laundry services

A complete whitewash A

s Cannon Textile Care explains: “Whether you are a small bed and breakfast or part of a multi-site chain, you need a plentiful supply of clean towels, bathrobes, tea towels and other linens. Clean, hygienic bed and table linen as well as clean kitchen, bathroom and washroom towels are a top priority for hoteliers as first impressions within the hospitality industry are extremely important.” The company says that getting the right mix of towels, bathrobes and linen to suit your hotel and the image you are trying to portray can be difficult. Laundry costs, energy consumption, detergent and manpower also need to be considered carefully. This is where outsourcing your laundry services can be of great benefit, allowing you to focus on running your hotel while a company takes care of your laundry needs. Cannon Textile Care has been providing first class linen hire and laundry services to hotels for over 85 years and currently launders in excess of 26 million sheets, mats and towels annually. As the company explains: “Our experienced account managers know and understand the hotel business and can help you to design a linen hire and laundry service that best suits you and the needs of your establishment.” One of the key benefits of a linen and laundry hire service is that the company

September 2012

can keep up-to-date with the latest advances in technology and meet the costs of installing the latest equipment. The Linen Group, which has announced plans to open a new depot in London, has bought in two new Girbau washer extractors to reduce water and chemical usage. It has also installed a Magic Eye linen scanner, which can detect even the smallest imperfections in materials meaning only the highest quality linens will pass scrutiny. As Tarik Saleem, managing director of the company says: “We are especially pleased with the linen scanner or magic eye system. This allows us to scan and screen all our linen for rips, tears and stains, including our pooled hire stock, to ensure it is all of the very best quality, no matter what the occasion.” Investment can also be made into equipment that minimises environmental impact as Johnsons Stalbridge Linen Services adds: “At Stalbridge we are very conscious of the environment, we are continuously looking for ways to ensure our machinery is energy efficient and

In the second of our two-part feature, we look at the benefits of outsourcing laundry

that our working practices are effective.” The company has not only been working to reduce its water consumption, but is also fully committed to the climate levy agreement and regulations which were introduced as a result of the Kyoto Protocol, which requires businesses to reduce their carbon emissions from electricity, gas and solid fuel. Afonwen Laundry is one of the UK’s leading independent laundry and linen hire companies serving 30,000 hotel bedrooms across England and Wales. It supplies and processes linen as well as hiring out linen from what it describes as a high quality pool of stock. Company manager Mark Woolfenden believes the benefits of linen hire are numerous as it not only avoids significant capital outlay, but also can be more flexible. He says: “In a business where we are sending out over 1.3 million items every week, we have considerable flexibility so, if a hotel in Cardiff needs 200 extra towels for a weekend when the rugby is on it’s not a problem.”

Supplier listing

Afonwen Laundry: www.afonwenlaundry.com Cannon Textile Care: www.cannonhygiene.com/textile-care Johnsons Stalbridge Linen Services: www.stalbridge-linen.com The Linen Group: www.thelinengroup.co.uk

HOTEL Owner

September 2012

HOTEL Owner

September 2012

68 Hotel cleanliness

Coming clean Recent research provides clear evidence of the importance hotel guests place on hygiene, from the building exterior to the cleanliness of the glass in the bathroom

lmost 70 per cent of hotel guests said that cleanliness and hygiene was the most important factor when making recommendations to friends and colleagues, according to a study by Hotel School The Hague (in conjunction with Sealed Air’s Diversey business). “This research confirms our understanding of the critical areas to keep clean and the specific tasks that are vital to making that all-important first impression to guests,” says Lill Kleven, global hospitality sector marketing lead for Sealed Air’s Diversey business. Guests were also asked about which aspects of cleanliness they expected the hotel to always get right. In bedrooms the three most important factors were clean linen, no evidence of previous guests and absence of bad smells or odours. In bathrooms, over three quarters said cleanliness of the toilet seat and pan was a factor and almost half said it was the most important. “This latest research reaffirms our belief in the connection between cleanliness, hygiene and customer behaviour and shows that focusing on just a few key areas has major implications for guest recommendations,” says Lill Kleven. Here we look at some of the companies helping to keep standards of hygiene high… First impressions count in the hotel industry and it’s important to welcome guests into a clean, smart hotel. The UHS (ultra high-speed) polisher, which can be bought as a complete machine or as an accessory for use with SEBO’s DART vacuum cleaner, ensures that hard floors are kept looking ultra sleek and shiny. The UHS polisher is suitable for a number of different floor types including solid wood, marble,

September 2012

vinyl, linoleum and granite. The floor pads are coated with a resin containing microdiamonds – the hardest naturally occurring mineral – and this brings a high gloss shine without using liquid or chemicals. The UHS polisher is easily fitted to SEBO’s DART machine and is able to achieve thorough cleaning results quickly and economically. The Security and Risk Organisation was created with the aim of being a ‘one stop shop’ for all of the security and risk management needs faced by businesses. As part of its site services, the company was asked to provide risk assessment and consultancy for a medium-sized independent hotel and to develop a means of improvement, working towards five stars ‘scores on the doors’. The company adds: “We have now been providing independent no-blame spot checks to higher than EHO standards, to an ever increasing portfolio of hotels for a number of years, all attaining five stars. With our feedback, and that of our clients and their kitchen staff, we have developed new standard practices and procedures that have not only improved hygiene but also working practices, benefiting both safety and profitability.” The company strongly believes that a positive and proactive working culture with sound practices and procedures is key to maintaining ever-increasing hygiene standards. It also says: “By working with a number of head chefs and understanding all the needs of a busy or restrictive kitchen, we have created a much more positive culture – interestingly the local EHOs now have their Christmas Party at the first establishment we visited.” PHS Laundryserv says: “For many people the epitome of a luxurious hotel is clean, crisp white linen on the bed and

fluffy white towels in the bathroom. So the cleanliness and presentation of the linen and the towels go a long way to creating an overall image of the service provided.” What guests don’t want to see is frayed, grey or stained towels and bedding, which can very quickly damage a guest’s impression of an establishment. Selecting the right laundry solution can ensure that whites remain white, which can be achieved through efficient on-site laundry equipment. This can have many benefits as the company explains: “Even taking into account the cost of the equipment, detergents and staffing the laundry, an onsite laundry will prove more cost effective.” First impressions when a guest walks into a bedroom are of paramount importance and it is clear from sites such as TripAdvisor and Twitter that guests are being ruthless in their expectations of hotel room cleanliness, says CDS Hover. Subtle things such as fabrics bearing stains will always leave a guest slightly less likely to make a referral, as well as offer their repeat business. Curtains often get overlooked due to the downtime associated with removing them and sending them off site for cleaning. Cleanliness is not the only benefit of a regular curtain and upholstery maintenance plan. A build-up of dust and dirt can reduce the effectiveness of the fire retardant coating on fabrics, creating a health and safety issue. Ideally curtains, carpets and upholstery should be given a deep clean at least once annually as a minimum. Supplier listing

CDS Hover: www.hover.uk.com Diversey: www.diversey.com PHS Laundryserv: www.phs.co.uk/laundryserv Sebo: www.sebo.co.uk Security and Risk Organisation: www.securityandrisk.org

HOTEL Owner

Specialist Linen Hire & Laundry For the catering, hotel & leisure industries

Bed/Bath Linen

Chefs Wear

Table Linen

All of our high quality products are accompanied by: “No Contract” Policy • Friendly & Reliable Service Quality Assured Stocks • Flexibility to Increase/ Decrease Quantities Free Exchange of Stock

For a free no obligation quotation, please contact 01747 857609 or visit www.stalbridge-linen.com

HOTEL Owner

September 2012

70 Classified

D I R E C T O RY ASPALL SUFFOLK CYDER

Coffee suppliers

Background Music Systems & CCTV

Hotel insurance

HOTEL UNIFORMS

Laser Cutting & Engraving

LIGHTING

Desserts

September 2012

HOTEL Owner

MENU DISPLAY SOLUTIONS

Spa & Sanctuary Products

Tableware

Minibars & guest products

TO ADVERTISE HERE CALL

HOTEL OWNER NOW ON 01206 767 797

Natural Spa Products

HOTEL Owner

September 2012

72 Check out Check

oUT...

the guest room

When it comes to the modern guest room, it is often the finer details which can make all the difference. Here, James Fletcher from wardrobe interior specialist, Draks, discovers that it is important for hoteliers to take a considered approach, ensuring that all elements come together in a coherent style Draks

he guest room is, undoubtedly, the most important aspect of the hotel concept; after all it is the place where guests spend the majority of their time. A comfortable guest room is designed to make the visitor feel completely at home, providing relaxation and respite. Get it right and your reputation will flourish and your guests will come back again and again. Of course, achieving the perfect guest room can appear daunting with so many aspects to consider. However, in reality hoteliers need only follow some basic common sense furnishing rules to create a room that any guest will truly appreciate. As the key starting point, hoteliers should develop a style, color palette and scheme aligned to the hotel’s theme or location. From stark and minimalistic and cosy chic through to classic, periodic styling or European-inspired design, the possibilities are endless. The crucial point is that the chosen style should complement the overall hotel design scheme, taking the guest on a seamless, stylish journey. Next, perhaps the most important provision for a guest is a good, comfortable bed. In many cases, people can find it extremely difficult to fall asleep in strange surroundings, so it is important to ensure the ultimate in comfort. A bed is more than another piece of furniture, it is an investment in your guest’s wellbeing, so buy the best bed and mattress you can as it will pay dividends. If you’re looking for the bed to play more of an integral role in the décor of your bedroom, a bed frame is a good choice with a wide variety of different finishes. Make a statement with a chrome or metal bed frame, add a touch of luxury with a sumptuous leather headboard or go for a classic wooden finish in a more traditional setting. Once the bed is sorted, it is vital to make it appear as enticing as possible by adding beautiful bed linens and comfortable items such as luxury pillows, a featherbed mattress topper, a cosy down comforter, extra blankets and freshly ironed pillowcases. These small-scale final touches can have a big impact, presenting

September 2012

a haven of comfort to make your guest feel truly at ease. Also recommended are good quality curtains or drapes which stack past windows to maximise any ensuing views, while ensuring a blackout environment can be maintained should your guest want to take a nap during daylight hours. Storage also has a significant part to play, offering far more than just functionality. One emerging trend, for example, is the sliding wardrobe adding a distinctively contemporary appeal. Choose a handleless style in a stark monochrome colour, for a highimpact, minimalistic look reminiscent of the European boutique hotel. Alternatively, the traditional shaker style hinged wardrobe exudes understated elegance for a more classic look and, in many cases, can be painted in any choice of colour to complement the surrounding wall colour. Where space is at a premium, room dividers are a good alternative. The most popular and practical option are sliding room partitions and sliding room dividers, which are made of semi-transparent laminated glass, creating light while still allowing privacy. Finally, it is vital not to forget to add a personal touch or a unique stamp. Whether it is themed accessories, personalised pictures or a regional piece of artwork, hoteliers should not be afraid to introduce personality and create a more individual feel. It is often the little things which make a real impression on the guest, helping to distinguish the hotel from the competition and make for an experience not to be forgotten. Founded in Oxfordshire over 15 years ago, Draks prides itself on offering the most comprehensive range of design-led wardrobe and room divider solutions on the market. The company works with with some of the UK’s leading builders, offering design-led solutions, rapid response times, technical expertise and the highest level of customer service. For further information go to www.draksonline.co.uk

HOTEL Owner

Check out

ngs Fou Furnishi

Mitre

extiles Concept T

The difference is in the detail Creating a haven of comfort for guests can be achieved with the use of a range of luxury organic linens from online retailer Fou Furnishings. The company supplies ethically-sourced, high quality organic bed linen to the hotel sector and has recently launched its new Love the Lace range to complement its existing bedding collections. Love the Lace combines the handcrafted vintage crochet laces of yesteryear with a French-inspired shabby chic style. It is made from percale organic cotton certified by the UK Soil Association to the Global Organic Textile Standard (GOTS) and is available in cream and white. Company founder and director Stephanie McIntosh says: “Many hotels are no longer willing to compromise on the quality of their guests’ bed linen and are opting for organic as the difference in quality, finish and feel is clear.” Concept Textiles is a leading bespoke curtain and soft furnishings supplier to the hospitality and leisure industry. The company offers a flexible guest room package that includes supply, full measure and national fitting services, which can be tailored to individual budgets. It offers professional project management from design to installation for all sizes of hotels. The company adds: “We have a new fresh approach to commercial interior soft furnishings with a simple ethos of bringing quality bespoke products at realistic prices to every project, whether it be a boutique luxury hotel or fashionable guest house.” Mitre says it understands the importance of making a guest’s stay an experience they’ll always remember” and when it comes to the styling of a hotel room it offers a wide choice of ideas. The company has created two new ranges of affordable curtains, cushions and runners to add a splash of colour to bedrooms. The Simplicity range has been specially designed to brighten up any

HOTEL Owner

Corby of Windsor

bedroom, with a choice of 12 rich coloured silk effect fabrics. Bed runners are channel-quilted and the curtains are blackout lined to ensure a good nights’ sleep. The Kensington collection is a sophisticated, classic leaf design available in duck egg and greystone. With a choice of bed runners or bedspreads, with traditional diamond stitched quilting, there is something to suit all bedrooms. Pencil-pleated, blackout lined curtains are available to complete the collection. Corby of Windsor products are designed specifically for the hotel and hospitality industry and the company says its “unique, innovative and functional design leads the way in the next generation of guest room amenities.” The Corby Ironing Centre features a built-in rotating iron holder and a theft-resistant iron secured to the unit. It also contains a movement sensitive cutoff, which operates if the iron is left unattended for 30 seconds. Guests can be greeted by the award-winning Welcome Tray with one litre stainless steel kettle, which is available in a selection of black, white or red durable finishes to complement the guest room interior. The Corby Minibar provides maximum storage with adjustable shelf system and door storage, while the 600 watt black hairdryer incorporates functionality and style, with two heat settings, black and chrome finish and ergonomic handle. Guest satisfaction is the number one priority in the hospitality sector and hotel operators are often hesitant to engage in activities – such as implementing energy saving solutions – that could be perceived as reducing comfort, convenience, or the overall brand experience. Hotelstar is an innovative energy management system which cuts energy costs for hotel owners by up to 65 per cent. The system, which is designed, engineered and manufactured in the UK, uses intelligent control sensors to monitor guest room occupation discreetly and switch power accordingly to avoid energy waste. Using sophisticated software, each Hotelstar

▶▶▶

September 2012

74 Check out

The pa Artisan S

st Supply Sysco Gue

unit can control all the appliances including lights, heating, air conditioning, TV and radio in up to four rooms and integrates with all other building functions. Since it was founded just over a year ago, premium spa soap maker The Artisan Spa has scooped numerous accolades not least a personal endorsement in The Beauty Bible online by scent and beauty expert Josephine Fairley who loves the “beautiful fragrances” and the fact the products are “packed with moisturising, organic, vegetarian glycerine – the very ingredient which most soap makers remove.” The organic eco spa soap range that includes Citrus Grove, Soft Mint Breeze, Vanilla Tropics, Trade Winds, Oriental Garland and the new Coral Rose are handmade and hand finished at the company’s very own “soap kitchen” just outside of Oxford. Founder Amanda Nelson says: “Our handmade organic products nourish the skin and support the detoxification of the skin, unlike most amenities usually supplied. Why would a client invest time and money on a therapeutic spa experience and then be faced with bathroom amenities that contain SLS, alcohol, parabens, artificial fragrances and colourants?” The Artisan Spa’s range of spa and sanctuary products (including solid and liquid soaps, shampoos, conditioners and body washes) are available to use as part of a spa treatment, as luxury room amenities, or as premium gifts that can be sold from the spa or hotel gift shop with editions of the products specifically tailored to each venue. The Sleep Space bed system is an electromechanical bed that occupies zero floor space when not in use, making it perfect for rooms where space is at a premium. The bed simply plugs into the mains supply and it comes in all bed sizes and can be adapted to any ceiling height. The system is smooth and silent

September 2012

and can be retro-fitted or installed in new build properties. It can also be used to create another room for guests in the evening for a very comfortable night’s sleep and can be raised to ceiling level during the day by the touch of a button. The company says it’s “an innovative and affordable way to create multi-purpose rooms providing valuable extra space for your guests’ enjoyment.” Andrew Keating, managing director of Sysco Guest Supply Europe, one of the largest global suppliers of hotel guest amenities says: “The range of body care products that guests find in their bedrooms, can do much more than provide a little luxury away from home. The brand that a hotel chooses makes a statement about the type of hotel it is and the values which are important to it.” Its own clients include some of the most prestigious hotel brands in the world and all of them have a strong individual identity, which is fundamental to their success. The company has recently partnered with the Chinese brand, Shanghai Tang, to launch a new line in body care products for the 5-star guest amenity market. Andrew Keating adds: “We are delighted to be the brand’s sole representatives in the guest amenities market and this new addition to our range offers our 5-star hotel clients the opportunity to bring some of the energy and style of vibrant young Chinese design to their customers.” Supplier listing

The Artisan Spa: www.theartisanspa.com Concept Textiles: www.concepttextiles.com Corby of Windsor: www.corbyofwindsor.com EMSc (UK) Ltd (for Hotelstar): www.ems-uk.org Fou Furnishings: www.foufurnishings.com Mitre Linen: www.mitrelinen.com Sleep Space: www.sleepspacebeds.co.uk Sysco Guest Supply Europe: www.guestsupply.co.uk

HOTEL Owner

September 2012