Hotel Owner Magazine March 2012 by Designed by Arthouse Publishing

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

A single voice Uniting a diverse sector

Your guide to a greener business .Front . . . . . of . . .House ............. How redundancy forced Rob and Michelle to re-evaluate their lives and purchase a hotel

.The . . . home . . . . . front ............. From glamping to guests' demands for good deals, we look at trends in the domestic market for 2012

ISSN 2049-7709

Eco-friendly secures bookings

Editor's letter

Hotel Owner Managing Editor

Louise Hoffman

louise@hotelowner.co.uk Editor

Sam Guiry

sam@hotelowner.co.uk Editorial Assistant

Naida Ally

naida@hotelowner.co.uk Design/Production Editor

Tracy Jarvis

tracy@hotelowner.co.uk Production Assistant

Lewis Bowes

copy@hotelowner.co.uk Online Editor

Michael Northcott

michael@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 Accounts

Maureen Scrivener

maureen@hotelowner.co.uk Customer Services

01206 767 797

customers@hotelowner.co.uk Contributing writers

Anthony Cody, Andrew Dodd, Tania Duarte, Peter Hancock, Laurent Marchand, Angie Petkovic, Philippe Rossiter

Editor’s letter

s I write this letter, we are getting ready for our first outing at a trade exhibition – Hotelympia 2012. Choosing our accommodation for the event has proved difficult with many of the hotels already booked, which clearly suggests that the capital is enjoying healthy occupancy figures. PFK Consultancy reported that London hotels had performed strongly throughout 2011 with occupancy in December reaching over 75 per cent, and many are forecasting that this trend will continue, not only in London but also in the provinces. By the time the magazine goes to print we will no doubt have visited many key suppliers at the exhibition and we are expecting to see many eco-friendly innovations on display. Laurent Marchand, president of Groupe GM, and contributing writer for the magazine this month, notes how the eco-tourism market is one of the fastest growing sectors of the tourism industry. With the International Ecotourism Society reporting that 90 per cent of British tourists consider green credentials to be part of hotel’s responsibility, there is greater demand to meet guests’ needs and adopt sustainable policies. This issue offers a wide range of suggestions from companies on how you can be more energy-efficient and reduce your carbon footprint, from small measures such as recycling bottles and cans left in bedrooms to exchanging your environmentally-friendly ideas on a video wall. Sharing news and establishing contacts in the hospitality sector is something we have also been doing over the past few weeks, as we have now introduced our own Twitter account. You can follow us @HotelOwnerMag We look forward to hearing from you (in 140 characters or less!) Sam Guiry sam@hotelowner.co.uk

Cover image

The Pear Tree at Purton 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.

www.hotelowner.co.uk

Hotel Owner

32 38

MARCH 2012 FEATURES

Your guide to a greener business

The world at your feet

Watch your waste

Market forces

Andrew Dodd of Kings Business Transfer assesses whether now is a good time to put your hotel on the market

With the hospitality sector generating over three million tonnes of rubbish every year, the emphasis is on slimming bins

A single voice

There is a seemingly infinite choice of flooring options

With increasing demand for eco-friendly goods, hoteliers must demonstrate their green credentials to secure bookings

The home front

The independent hotel sector would benefit from a single representative body

Maya’s marketing director, Tania Duarte, looks at what we can expect from the domestic market in 2012

REGULARS Editor’s letter Trade talk

3 6

Fresh thinking

The latest news from the industry

New appointments

Inspiring ideas

Marketplace 12 A selection of exciting new products and services for hotels, restaurants and bars

Marketing matters

Philippe Rossiter FIH, chief executive of the Institute of Hospitality, looks at how the UK can encourage tourism from the expanding markets of Brazil, Russia, India and China

With no experience in the hospitality sector, Rob and Michelle Marsh took the bold step of investing their time and money into a Grade II listed hotel in Lincolnshire

This month, Angie Petkovic advises hoteliers to try and take time out of their day-to-day activities to sit down and plan for the year ahead

Comment 17

Dining out with…

Design LSM reveals how it transformed the ground floor of the Hilton Olympia to create “a flowing, relaxed space”

Recent career moves in the hospitality sector

Front of house

A selection of innovative ideas from the food and drinks sector

Check out

This month we look at a range of products hoteliers can use to help the hotel reception function as smoothly as possible

Progressing from apprentice to head chef at the Marco Pierre White Steakhouse Bar & Grill, Neil Wrigley unveils his signature menu that reveals a passion for locally-produced, ethically-sourced food and catering to a high standard at a 4-star boutique hotel

www.hotelowner.co.uk

Tradetalk

BHA urges Government to offer tax relief to hotels The British Hospitality Association (BHA) is lobbying the Government to allow hotels to benefit from the Enterprise Investment Scheme (EIS), a series of tax reliefs designed to encourage and assist investments in small UK companies. The Chancellor of the Exchequer’s autumn statement last year once again failed to include hotels in the EIS. Until 1998, hotels were allowed to benefit from the scheme, but were then disqualified by the incumbent Labour party. In such a tough economic climate for the hospitality industry, the BHA is understandably very keen to make sure hotels are able to benefit from tax relief systems, especially since the group says it was led to believe that the Government would be ending the restriction on hotels. Martin Couchman, deputy chief executive of the BHA (pictured), explained: “We had many indications that the restriction would be removed, but this did not happen. At a time when many small- and mediumsized hospitality businesses want to expand and develop, the EIS scheme would have opened the door to new funding opportunities.” Robin Sheppard, chairman of the Bespoke Hotels group, supports Couchman’s views on the matter, adding: “It is incredibly difficult for hotels to raise money from the banks and I think the Government has missed a trick by not helping hotels through EIS.”

Top trio show support for Hospitality Action

Michael Caines

Paul Heathcote

Nigel Haworth

Michael Caines MBE, Paul Heathcote MBE and Nigel Haworth, all patrons of Hospitality Action, will join forces to host three fundraising dinners at their restaurants in support of industry charity Hospitality Action. The first of the series will kick off on Thursday 29 March, hosted by Michael Caines MBE at the Michael Caines Restaurant at Abode, Manchester. Diners at all three events will receive a champagne reception, followed by a five-course dinner plus coffee and petit fours. Each event will have a unique menu, crafted by all three chefs, and all will hold an auction and a raffle, with lots including signed chef ’s jackets and a day spent in the kitchen at each restaurant. Paul Heathcote MBE will host the second event at the Longridge Restaurant on Thursday 24 May and Nigel Haworth will host the final dinner at Northcote on Thursday 27 September. All of the events have been generously supported by Boutinot Wines, Illy Coffee and Paul Mellor-Bates Creative. For further information about the charity please visit www.hospitalityaction.org.uk or contact Dawn Holding dawn@dawnholding.co.uk

Landmark fire safety trial A hotel owner from Barnet has become the first person to be convicted by a jury under the 2005 Regulatory Reform (Fire Safety) Order. Michael Wilson, Chumleigh Lodge Hotel’s sole director, has been ordered to pay a fine and legal costs totaling £260,000. The offences date back to May 2008 when the London Fire Brigade was called to a fire at the hotel. Following the blaze, fire inspectors expressed concerns about blocked escape routes, faulty fire doors and no smoke alarms in some of the bedrooms. They also concluded that Mr Wilson had not provided his staff with adequate fire safety training. After being found guilty of six offences, Mr Wilson was fined £180,000 and the corporate defendant, Chumleigh Lodge Hotel Ltd, was fined £30,000. Both were instructed to pay the £50,000 legal fees and £2,000 compensation to the guest who escaped from the second floor window. “Business owners have a clear responsibility under fire safety law to ensure that both the public and their employees are as safe as possible from the risk of fire,” said Cllr Brian Coleman, chairman of London Fire and Emergency Planning Authority. “This verdict sends out a clear message that if these responsibilities are ignored we will not hesitate in prosecuting and people will face serious penalties.”

Olympics aid small businesses There are over £50 million worth of Olympic contracts remaining unfulfilled, with co-founder of www.aspect.co.uk Will Davies urging companies to act quickly. He says: “In times of financial downturn it is often small and young companies that are the most flexible to bid for new opportunities.” The Olympic Delivery Authority, which organises the infrastructure of the games, is dependent upon small suppliers and has some 1,500 of these on its books already. More than 250 suppliers to the London Olympics who already have contracts are small and medium enterprises (SMEs) – accounting for nearly 70 per cent of all suppliers – and nearly two-thirds of them are based outside of the capital.

www.hotelowner.co.uk

Tradetalk

Strong 2011 for London hotels

Master craftsmen save the big day with bespoke bar Bespoke joinery company Crafted & Co, recently came to the rescue of Northumberland-based wedding venue, Newton Hall, creating a unique bar for a wedding in less than 72 hours. Newton Hall had recently extended its event space, but with no bar facility, and so for a last minute wedding booking, the hotel called in the Crafted & Co team, led by managing director Ken Smith and operations director Tony Graham. The team quickly set to work and 100 man hours later had created an eight-foot bespoke bar to serve the thirsty wedding guests. Andrew Brown, interior designer at the Apartment Group, owners of Newton Hall, said: “We have worked with Crafted & Co for a number of years now, so when we needed someone to step in at short notice we knew exactly who to call. Timings were very tight but the team at Crafted & Co was able to deliver a beautiful bespoke bar, in budget and on deadline. The happy couple’s day went really well and needless to say their guests made good use of our new facilities!” Ken Smith said: “As always, the team rose to the challenge and produced a fantastic piece of craftsmanship in the nick of time.”

London hoteliers enjoyed a profitable 2011, according to data released by PKF Hotel Consultancy Services. In December occupancy reached 75.8 per cent, a 0.8 per cent increase on December 2010. Room yield in London last year reached £115.94, 6.3 per cent higher than 2010 figures. This was mainly down to a 6.7 per cent rise in room rate from £131.36 to £140.09. Robert Barnard, partner for Hotel Consultancy Services at PKF, commented: “The performance of London hotels has been exceptionally strong throughout most of the year – a 6.3 per cent increase in room yield in such a challenging environment is nothing short of a miracle.” UK hotels outside of London did not fare quite as well, but nevertheless held steady. The average daily room rate per occupied room fell by 0.7 per cent, but the average daily room occupancy increased by 1.5 per cent. “With occupancy at already very high levels, and with few hoteliers expected to break ranks and hike prices beyond agreed levels, there is scope for a modest increase in room yields during July and August.”

Second award for Jurys Inn Jurys Inn recently took home the 2012 Award for Best Small or Independent Hotel Brand for the second time. Some of the key elements that impressed the judges were the new Jurys Business Booker tool; the launch of a Superior Room Upgrade Package; a revamped Jurys Rewards loyalty programme; mobile website development; the overall quality and consistency of the product; and the friendly and dedicated employees. Last year also saw Jurys Inn receive the only Gold Award from Investors In People for an international hotel group, as well as securing its place as the only green hotel group in the UK with 30 Gold Awards from the GTBS for the second year running. John Brennan, chief executive officer of Jurys Inn, said: “This award recognises all of our employees who have shown great dedication over the last year and have helped position Jurys Inn as a brand that is recognised for its exceptional service and excellent value.”

www.hotelowner.co.uk

Tradetalk

AND BRIEFLY Master Innholders donates £10,000 The Master Innholders has presented £5,000 to each of the industry charities Hospitality Action and Springboard. The money was raised at the recent Master Innholders Annual General Managers’ Conference held at London Hilton on Park Lane. Penny Moore, chief executive officer of Hospitality Action, said: “Hospitality Action and Springboard work hard to ensure that past and present hospitality employees have somewhere to turn, so we’re thrilled that the Master Innholders have chosen to donate to both charities." High insolvency for hospitality sector Hotels, bars and restaurants and the retail and wholesale sectors have seen the highest increases in the number of company insolvencies in 2011 compared with 2010. Last year, 1,216 hotels, bars and restaurants became insolvent, a substantial 14.4 per cent increase on the previous year. The findings are part of the latest set of figures for England and Wales published by the Insolvency Service and analysed by Freshfields Bruckhaus Deringer’s restructuring and insolvency practice. Adam Gallagher, a restructuring and insolvency partner at Freshfields, commented: “Consumers reining in their spending, possibly as a result of salaries not keeping up with inflation and fears about job security, is hitting revenues.”

James Martin helps Yorkshire hotel The Fitzwilliam Estate has announced that celebrity chef James Martin will be working in collaboration with the Talbot Hotel when it re-opens in the spring, following a £4 million programme of restoration and refurbishment. Pleased to be returning to his roots, James Martin said: “North Yorkshire is in my blood and I’ve watched the town of Malton successfully build a reputation as a foodie destination, with its popular food festival and the abundance of growers and producers in the area. I shall be looking at sourcing local suppliers and guests can look forward to finding all my favourite Yorkshire produce on the menu, from Wakefield rhubarb to Whitby crab.” Speaking on behalf of the Talbot Hotel, Tom Naylor-Leyland, who is also responsible for Malton’s Food Festival, said: “This completely sets the tone of what the new hotel will be all about. We have an abundance of fantastic fresh produce right here on our doorstep and James is just the chef to make the most of it, creating exciting dishes that will bring customers back time and again.”

Search is on to find the Sommelier of the Year The Academy of Food and Wine Service has joined forces with the London International Wine Fair, in a move that will see the exhibition play host to the finals of the annual UK Sommelier of the Year competition for the first time, on Wednesday 23 May. Now in its 33rd year, the UK Sommelier of the Year is the benchmark competition for the industry with past winners including luminaries Matthew Wilkin, Gearoid Devaney and Xavier Rousset among others. “Holding the UK Sommelier of the Year competition at the London International Wine Fair is an exciting move for the Academy, putting the competition in the heart of what is one of the most important dates in the wine trade calendar,” commented Academy of Food and Wine Service executive director Sophie Roberts Brown.

The north west weathers recession Businesses from around the north west are signing up to this year’s Best of Lakeland Show, where exhibitors will showcase new products and services under the theme ‘innovation’.The show’s organiser, Lakes Hospitality Association, expects to break visitor records again after organising a larger marquee this year with more events. Gail Bartolf of Lakes Hospitality said: “Last year’s new venue exceeded all expectations and brought in over 2,000 visitors to the show. The bustling atmosphere allowed our trade exhibitors to really network and share ideas with the hospitality trade. The Best of Lakeland 2012 show will be held on Wednesday 14 and Thursday 15 March 2012 at the Braithwaite Fold, Bowness-in-Windermere.

US hedge funds interested in Travelodge

Hotel Summit 2012 approaches The Hotel Summit is an event specifically for managers and directors who are directly responsible for the purchasing of hotel facilities, fixtures and related products and services. Attending delegates will gain valuable advice, guidance and solutions throughout the event via pre-arranged meetings with suppliers and solution providers. Due to be held on 28 to 29 May at the Grange Tower Bridge Hotel, London, the summit offers an opportunity to “see what’s new in the industry and make profitable connections and partnerships.” For more information or to book a place, contact Jake Hoy at j.hoy@forumevents.co.uk or call 01992 374 100.

British budget hotel chain Travelodge looks like it may be taken over by two US hedge funds. New York based Avenue Capital and GoldenTree Asset Management are set to inject much needed funds into the ailing business and prevent the budget hotel chain from going into administration. The company – now owned by Dubai International Capital (DIC) – reportedly has £850 million of borrowing costs and is now attempting to restructure its huge debt. Sources have indicated that Travelodge’s performance is not the reason for recent financial woes, instead highlighting the debt problems surrounding the 2006 takeover, when DIC bought the company from Permira, a European private equity firm, for £675 million. Travelodge is the third biggest hotel chain in the UK, with 456 hotels nationwide and a workforce of over 6,000. Avenue Capital and GoldenTree Asset Management are currently in talks with Travelodge’s main lenders – Investec, Barclays, Royal Bank of Scotland and Babson – to rescue the company.

www.hotelowner.co.uk

New appointments

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

Guoman & Thistle Hotels Guoman & Thistle Hotels has appointed meeting and events expert Jackie Brown, who joins the UK group as director of meeting and event sales. Jackie, whose responsibilities include managing the meeting and event sales teams and leading key accounts for corporate clients, has previously held a number of senior meeting and events and other commercial roles at Ramada Jarvis and Hilton Hotels. Ian Barrigan, global sales director of Guoman & Thistle Hotels, commented: “Jackie’s passion and drive for the meetings and events industry really shines through and her expertise will ensure that Guoman & Thistle Hotels is firmly established as the hotel group of choice for any event, from meetings and conferences to cocktail parties and gala dinners.”

The Talbot Hotel Robert Wormall has been appointed general manager for the Talbot Hotel, which re-opens in the spring. Robert, who has been working as project manager prior to the hotel’s launch, was delighted when his appointment was confirmed by Sir Philip Naylor-Leyland, owner of the Fitzwilliam Estate and the Talbot Hotel. Robert said: “The Talbot Hotel is such a handsome building and I am excited about its potential. As well as being the hub for local socialising, I believe it will be a huge asset to the town, attracting visitors from further afield. Having had the opportunity to be involved in the development of the hotel from the beginning, I am looking forward to the next stage when we open the doors to welcome our first guests.” Robert’s background has always been in quality hotels, including the Devonshire Arms at Bolton Abbey and the popular Hoste Arms at Burnham Market.

The Doyle Collection The board of the Doyle Collection has announced the appointment of a new chief executive officer. Pat King takes up the position, having previously held the role of chief financial officer. He has over 20 years of experience in the hotel industry, having joined Jurys Doyle Hotel Group Plc in 1990. Pat was appointed chief financial officer in 2006, where he played a key role in both the company’s re-organisation during 2007 and the £200 million refurbishment of its hotels, culminating in the rebrand and launch of the international luxury brand, the Doyle Collection, in 2008. Pat is a member of the Chartered Institute of Management Accountants and a former president of the Irish Association of Corporate Treasurers.

The Bingham James Stillwell has just been promoted from sommelier to restaurant manager at the Bingham, in Richmond. James only joined the Bingham in September 2011, but his hard work and positive attitude have meant he is progressing quickly. James will now be responsible for ensuring the smooth running of the Bingham’s 3 AA rosette restaurant and will be in charge of 20 staff members. Before joining the Bingham, James worked at the Dorchester and Coworth Park alongside John Campbell. James received his training at the prestigious Swiss Glion School of Hospitality.

www.hotelowner.co.uk

Marketplace

 SJS Laser Cutting & Engraving, based near Blairgowrie in Perthshire, offers a wide range of engraved products specifically for hotels, including interior signage, key fobs and flat-cut letters. The company provides a bespoke service with absolutely no set-up costs. New for 2012 are the oak key fobs (pictured), available in American black walnut and cherry.  When Rayners Catering Equipment Hire added linen to its already extensive portfolio, the laundry was designed, supplied and installed by Armstrong Commercial Laundry Systems. Now, 13 years on, Armstrong has a strong record of reliability and service and has installed the first replacement machine, which is a 16 kilogramme high spin washer-extractor. General manager Steve Barnes says: “Linen must not only be the right design, it must be absolutely impeccable. Equally important it must be at the right place at the right time every time, so reliability of our laundry operation is paramount and that’s what we get from Armstrong. I can’t fault the support we have had and I know it will continue.”

Information: 01828 670 532, simonsellen@btinternet.com or www.sjslaser.co.uk

Information: 01635 263 410, enquiries@armstrong-laundry.co.uk or www.armstrong-laundry.co.uk

Marketplace  “Evolin is the revolution in dressing your table, removing your laundry issues and unexpected costs while creating a perfect look every time,” says the company. Freeing up time and increasing flexibility without compromising on quality, Evolin is a sustainable product made to high standards and developed in co-operation with some of Europe’s best restaurateurs. The company adds: “Visit the website to discover the trouble-free table coverings you never thought you could have for your business.” Information: www.evolutionoflinen.com

 The EcoPure Waters filtration system comprises a sophisticated sevenstage process that produces a purity of taste and clarity that is unmatched. Through acquiring the in-house system, an “instant and significant impact is made on a hotel’s bottom line thanks to a host of financial and operational benefits that have been enjoyed by EcoPure Waters clients for over 20 years,” explains the company. This environmentally-friendly water can be dispensed in large quantities; simply, reliably and on demand in a variety of reusable bottle sizes.

 Until four years ago, Sarova Hotels was managing 10 distribution channels manually. The hotel group struggled to update multiple rate and room types, losing valuable time and potential bookings. The breakthrough reportedly came when it started using RateTiger’s,channel manager. Jon Siberry, group revenue manager, says: “With RateTiger, our rate management has become very easy. Pre-formatted settings help us set a base level price for each room type and the technology calculates all rates across different channels. It’s very simple and can process 300 updates in a minute.” Today Sarova Hotels sells across 35 different channels. Information: marketing@ratetiger.com

Information: 01844 290 088 or www.ecopurewaters.com

12 www.hotelowner.co.uk

Marketplace

 “For bedroom, bathroom and dining linen, you’ll find it all at Mitre,” says the company. “Mitre Hall and Letts has rebranded to Mitre and aims to offer a faster, easier and more personalised service. The linen products are categorised into three ranges – luxury, comfort and essentials – to make buying easier. You can select which collection suits you best or mix and match across the ranges. The company’s manufacturing plant, distribution warehouse and employees are UK-based so, as the company explains, “from taking your call to project co-ordination and account management, we’re here for you.” Information: 01685 353 456 or www.mitrelinen.com

 The Barry Perrin Swan LED Desk Lamp won the 2011 ‘iF’ Design Gold Award in Frankfurt, with its “elegant appearance and innovative userorientation design, which reduces eye-strain.” The design allows users to adjust the lamp brightness with a simple contact memory button and has a colourrendering index above Ra80 to reflect natural colours of different objects. The patented ‘V-CUT filter’ provides a warm, anti-glare, daylight colour temperature of 6,500K for reading and 1300 Lux at 35 centimetres from a desk for more detailed work. The lamps have a long life span, UV-free output and mercury-free production conforming to eco-friendly market trends. Information: 01992 611 415, barry@barryperrin.com or www.barryperrin.com

 Sysco Guest Supply Europe has added another Crabtree and Evelyn fragrance to its existing range. La Source, one of Crabtree and Evelyn’s best selling retail fragrances, is now being supplied alongside the popular aloe vera and jojoba fragrances. The revitalising La Source skin care therapies are blended with restorative mineral salts and nutrient-rich seaweeds. Andrew Keating of Sysco Guest Supply Europe says: “The distinctive ocean blue packaging will grace any bathroom and provides the perfect choice for 4-star properties looking for a classic British brand with high consumer awareness.”

 freetobook allows independent hotels to offer online booking, quickly and simply. The software is absolutely free, there is no lockin contract and it’s easy to use, so all members of staff can pick it up quickly. It also offers great functionality – you can export customer details for marketing campaigns and have the option to put booking buttons on emails, newsletters, Facebook, Twitter or directory sites, to monitor the return from those sources. “It’s time for independent hotels to stop losing online business and paying commission on their own website,” says freetobook.

Information: 0118 981 7377, sales@guestsupply.co.uk, or www.guestsupply.co.uk

 With over 1,200 products to choose from, Lugo Hotel Furniture has something to suit all styles and budgets. The company says: “From luxurious lounge chairs through to beautiful bar tables and sophisticated sofas, we have plenty of options to fulfil your furnishing requirements.” In addition to the extensive product range, the company also produces bespoke furniture made to individual specifications, ideal for creating a unique piece for that individual touch. Whether you would like to adapt a current model or create a new piece from scratch, Lugo Hotel Furmiture can offer technical expertise and advice to achieve the product you want.

Information: 0141 270 2173 or www.freetobook.com

Information: 01543 419 981 or www.lugo.co.uk

www.hotelowner.co.uk

Marketplace

 Sous-vide cooking has become more popular in professional kitchens over the past few years and testing the core temperature is important, so an accurate thermometer is a must. ETI has designed the sous-vide kit that contains a high accuracy Therma 1 thermometer, two sousvide needle probes (60 and 120 millimetre), a waterproof countdown timer, sous-vide foam tape and a free mini tub of Probe-Wipes all in a free ABS carrying case. Information: 01903 202 151 or www.etiltd.com

 Focus SB’s new Deckle Edge slate-finished plates are being installed into the Goodlife Company’s shepherd huts – an increasingly popular form of accommodation for those who like creature comforts when camping. Phil Jones at the Goodlife Company in Whitbourne says: “The trend for glamping, or glamour camping, has really taken off, so we are seeing a marked increase in demand from bed and breakfasts requesting our shepherd’s huts.” Roger Kemp, managing director of Focus SB, adds: “The Deckle Edge would suit a period country home, and fit well with the décor in the shepherd’s huts. We are pleased to be working with partners that have a passion for working with traditional methods.” Information: www.goodlifeshepherdshuts.co.uk or www.focus-sb.co.uk

 Creative Contract Furniture supplies made-tomeasure banquette and booth seating, custom made to your individual specifications. Its vast selection of fabrics and leathers “gives you an opportunity to be creative and stand out,” and its upholstery team specialises in fixed or free-standing seating; straight or curved seating; and circular booth or wave seating. If required, kickboards can be co-ordinated in wood polishes or colours to suit. “We always work within your budget, within your timescale and aim to exceed expectations,” says Creative Contract Furniture. Information: 0845 900 0407

 Armourcoat’s 3D seamless wall finish – Sculptural – in the Jetstream design, has been used to stunning effect in Bratislava’s new Abba hotel. Armourcoat Sculptural creates seamless contoured wall surfaces with impactful designs and cast relief. Each signature design is created from cast GRG (glassfibre reinforced gypsum) panels, and CAD-generated, to enable a continuous pattern or unique decorative effect. The walls are constructed from a series of pre-cast panels that are bonded to the substrate. The panel joints are then filled and sanded and a final decoration is applied to the surface. Information: 01732 467 993, specsales@armourcoat.co.uk or www.armourcoat.com

 Taymar is a world-leading manufacturer of premium quality brochure display units, showcasing one of the world’s largest collections of Clear View point of sale solutions. Taymar products are found in receptions, foyers, restaurants and guest rooms across the globe. This comprehensive range is designed to suit all popular paper sizes and allows for a variety of applications and mountings. The counter standing units are for reception areas and guest rooms and include single pocket and multi-tiered products. The wall mounting range can be fixed to slatwall displays, wall rails or direct to the wall, and the floor standing units are available as fixed floor stands or rotating carousel units with the full spectrum of pocket sizes. Information: www.brochureholders.com

14 www.hotelowner.co.uk

www.hotelowner.co.uk

Comment

Window of opportunity As general prosperity increases in countries such as China and India, a new breed of international traveller is emerging. The UK can do more to attract visitors from these expanding source markets, says Philippe Rossiter FIH, chief executive of the Institute of Hospitality

he latest provisional figures from the International Passenger Survey (IPS) reveal that 2011 was a record year for holiday visits to the UK, with numbers of tourists from Brazil up by 51 per cent; Russia up 20 per cent and China up 32 per cent. The global travel market is on the verge of massive sea-change and destinations around the world are competing to attract visitors from expanding source markets such as the BRIC countries (Brazil, Russia, India and China), and the UK is no exception. VisitBritain says tapping into these markets is central to its ambitious four-year growth plan to get four million extra visitors spending £2 billion of extra revenue. While none of the BRIC countries currently feature in the UK’s top 10 inbound provider countries, visitor numbers are steadily growing. China and India, both with over a billion citizens, account for more than a third of the world’s population, and all four BRICs are pivotal in a wider phenomenon: the creation of a new global middle class. According to Jim O’Neil, chairman of Goldman Sachs Asset Management, we are not even a quarter of the way through this process, with three billion more people set to enter the global middle class in the next 30 years. However, in its attempts to lure this new breed of monied traveller, critics argue the UK has already lost ground to European rivals such as France and Germany, partly due to government policies that have put the UK at a competitive disadvantage. While a standard Schengen Visa, which allows entry into all 26 European countries who have now joined the Schengen Agreement, costs just €60 – or

www.hotelowner.co.uk

just €35 for citizens of some countries such as Russia – and is comparatively simple to attain, those wishing to visit Britain need to obtain a separate UK visa. In many cases, this costs as much as £125 and obtaining it can be a major headache for prospective tourists, with long forms to be completed in English only and mandatory visits to remote visa offices.

fee despite remaining airside throughout the entire journey. However, we should not be too downbeat about the UK’s prospects. Last year we retained our sixth-place on the UNWTO’s list of global tourism destinations, based on international visitor arrivals. The UK was also ranked seventh out of 139 countries in last year’s Travel and Tourism Competitiveness report – up four places on its previous placing two years earlier. ritics argue that Britain’s The UK climbed one place in October rigorous immigration policies 2011’s Anholt-GFK Roper Nation Brands are making it uncompetitive Index (NBI), overtaking France, scoring a topsix placing in each of the six different brand as a global tourist destination measurement categories and gaining a high ranking as an aspirational destination from Of course, the UK needs to keep its both the Chinese and Indian markets. borders secure yet critics argue that Britain’s Following the creation of the Government’s rigorous immigration policies are making it new Tourism Policy in March 2011, with uncompetitive as a global tourist destination. involvement from bodies such as VisitBritain, Notably, in 2010, France received eight times the visa application process is being made more Chinese visitors than Britain and the easier from translating more forms into foreign UK’s share of total Chinese tourism stands at languages, to moving the initial application just 0.5 per cent. process online. This is a welcome development. According to the most recent figures In a few months’ time, the Olympic Games available from the European Tour Operators will put London and Britain into the living Association, in 2009, visa controls resulted rooms of millions of television viewers. For in 58,000 tourists cancelling their trips to the growing numbers of well-off citizens in the Britain and 300,000 deciding not to apply. world’s most populous countries, it may push Furthermore, critics highlight examples of a visit to Britain further up their wish-lists. A unfairness within the UK visa system which more accessible visa application process will do damages its reputation. For example, a South much to facilitate the desired long-term legacy African travelling from his home country to of the Olympics and to convert aspirations Canada via Heathrow still has to pay a £51 UK into holidays in the UK.

The Institute of Hospitality is the professional body for individual managers and aspiring managers working and studying in the hospitality, leisure and tourism industry. It has been the industry’s leading network for more than 70 years. The Institute promotes the highest standards of management and education and provides a range of services to support and develop its members’ professional skills. Further information is available at www.instituteofhospitality.org

Front of house

Front of House

Reaching a turning point in their lives, Rob and Michelle Marsh decided to take the bold step of purchasing a Grade II listed hotel in Lincolnshire despite having no experience in the hospitality sector 18 www.hotelowner.co.uk

Front of house

Since arriving almost seven years ago, we have spent much

“

time and money investing in the fabric of the building”

here are many reasons why people opt for careers in the hotel industry, and for Rob and Michelle Marsh it was redundancy that forced them to think about their future. As Rob explains, “being hoteliers never crossed our minds. My uncle who used to teach small business start-ups rang us and asked about possible businesses we may run, and after a long, hard think we shortlisted two, which were photography and running a B&B.” Now the owners of a Grade II listed hotel in Lincolnshire, the idea of taking pictures for a living is long forgotten and the couple have spent the last seven years investing their time and money into their small, Georgian country property. Originally the Gainsborough Grammar School for boys, the building has undergone many changes since it was first built in 1795. A boarding school until 1940, it was bought privately in the early 1950s and transformed into a family home by Eric Curtis. The tennis court and army hut, and physics and chemistry labs are long gone, and what was once the old school dining room was transformed into a coffee bar when Mr Curtis’ second wife and eldest son converted the building into a hotel. Robs says: “We are now the fourth set of owners and have renovated three further rooms to bring the total of letting rooms to 10.” The couple took over the hotel in May 2005 and admit that convincing those around them they could run the business was an uphill struggle. Rob had spent many years working in the city for Japanese trading companies while his wife’s background was marketing for a large travel tour operator. Rob explains: “As neither of us had any previous experience in the hospitality sector the banks were not keen to lend to us.” They also found it difficult to decide on a location and their search for the right business opportunity took them from Kent to Norfolk and Surrey and as far as Yorkshire, Shropshire and south Wales. They eventually settled on Gainsborough in Lincolnshire and got the “period property with character” that they had wanted. Rob says: “Since arriving almost seven years ago, we have spent much time and money investing in the fabric of the building.

www.hotelowner.co.uk

As we have a Grade II listing there are limits to what can be achieved.” The couple have kept many of the original features such as the fireplaces and wood panelling and have firmly rejected what they describe as the “formulaic” approach to hotel design. Each of the bedrooms has been individually-themed and named after former teachers and/or school houses at the grammar school. The couple’s primary market is the corporate sector, as Robert describes: “Ours is a hotel which is predominantly used by local businesses for their clients. While they continue to grow, invest and expand – which they do – we have a steady stream of business. This is our bread and butter.” A further means of income comes from the restaurant, of which Rob is the chef. He has devised a menu that highlights the best in local produce from the sausages and smoked, streaky bacon sourced from a nearby farm, to a selection of regional cheeses that includes the crusted, Cotehill Blue. The Hickman Hill Hotel’s restaurant was recently highly commended in the Food and Drink Awards 2012 and was also winner of the Tastes of Lincolnshire Awards 2009. Many guests at the hotel have nothing but praise for the restaurant with various reviews on TripAdvisor referring to the “consistently served amazing meals night after night” and “the best rib eye steaks in the country.” With the success of the restaurant, the couple are planning to refurbish the dining area, as well as continuing with the upgrading of all the bedrooms. Rob feels that it is key to the business to keep pace with guests’ demands. He says: “Customers want the best and, we have found, are prepared to pay for it.

▶▶▶

Front of house

“ A s an owner of a small hotel our greatest

challenge is to marry all of the competing demands of being stylishly modern and offering top quality food and a professional service” As an owner of a small hotel our greatest challenge is to marry all of the competing demands of being stylishly modern and offering top quality food and a professional service.” Rob also believes that survival in the hospitality sector comes from knowing who your customers are and what they need from the hotel. He adds: “We aim to exceed their expectations and be consistent in whatever service we are delivering. It’s a truism to state that a good, professional welcome, comfortable bed, Wi-Fi access and good food are the benchmarks for our guests.” He admits that the past seven years have not been easy and no doubt there have been many occasions when the couple may have thought that setting up a photography business may have been the easier option. Rob states: “The refurbishments have all been self-funded and we are looking for an investment backer, in order to fulfil the huge potential of the hotel.” He also offers a note of caution for the industry, adding: “If owners of small hotels continue to struggle with funding, it is less likely that our sector of the market will flourish, and you’ll be left with hotels with 50 or more rooms that are able to access capital more easily.” Not only would this be a great loss to the industry, but also to customers who get a level of personal service from small hotels that the larger properties struggle to attain. After all, how many hoteliers would go hunting for a rake to allow a guest to prepare the gravel drive where his 1964 Porsche was being unloaded from a trailer? Rob concludes: “The old adage ‘do or die’ has never been truer,” and for as long as the couple continue to both meet and exceed expectations, they need never have to reconsider their future again.

20 www.hotelowner.co.uk

www.hotelowner.co.uk

TOUCH SCREEN EPOS SOLUTIONS FOR YOUR BUSINESS

SALES SUPPORT SERVICE

WRS Systems provide innovative and cost effective EPOS systems tailored to meet your own requirements. Our customers include Bars, Clubs and Restaurants nationwide. We value all our clients and offer a first class service level regardless of location.

• EPOS Systems

• Integrated Chip and Pin

• Hand-held Radio

• Multi Site Control

Ordering Systems

• Integrated Web Store

EPOS Solutions

• Seven Day a Week

Support

• Real Time Stock and

Sales Information

A Panasonic EPOS Systems Provider

0845 0066214 www.wrssystems.co.uk

22 www.hotelowner. co.uk 25/7/11 12:49:07

1963 Hypnos Hotel Mag Ad 93x268 aw OL.indd 1

Signature menu

Dining out with… Neil Wrigley, head chef at the Marco Pierre White Steakhouse Bar & Grill at DoubleTree by Hilton, Cadbury House

eil has worked at the 4-star DoubleTree by Hilton, Cadbury House in north Somerset for the past nine years, successfully progressing up the food chain from an apprentice to a head chef in the esteemed Marco Pierre White Steakhouse Bar & Grill. Neil, who lives close to the Congresbury venue, studied pro-cooking and hospitality at college before pursuing his professional career. He says: “Working in the kitchens here has taught me a lot about catering at a very high standard. It is a 4-star boutique hotel, so the food always has to reflect that and I love creating dishes that people expect to find in venues like ours.” Opened in September 2010, the Marco Pierre White Steakhouse Bar & Grill has already established itself as one of the region’s premier restaurants. A great advocate of locally-produced, ethicallyreared and grown ingredients, Marco sees that much of the meat served is sourced from Somerset farms and his fish from nearby Devon and Cornwall.

Beetroot salad The beetroot salad starter is a light and bright dish, perfect to wake up the taste buds after a long cold winter, with beetroot being one of the seasonal roots making an appearance in late February to March. Beetroot and goat’s cheese is a combination which has become honoured in the culinary ranks, with many chefs having their own take on this combination. Beetroot has a truly unique flavour with sweet, earthy tones complementing the light and slightly salty goat’s cheese. The candied walnuts are another favourite from the winter larder, stored carefully from the last days of autumn and used sparingly; they offer this dish another sweet note as well as texture, appeasing all the senses.

Pan-fried rolled hake in parma ham, beetroot risotto and parmesan Hake is a wonderful fish living in cool waters around the British Isles – usually taken from the North Sea – and is a visitor to the English Channels in the spring and early summer months. Being a large fish with lovely soft flakes and delicate flesh, hake lends itself perfectly to rolling. The parma ham, with its soft, salty flavour, rounds off this dish nicely. The use of the sweet beetroot again adds seasonality to this dish, but ties all the components together

with the salt from the ham and fish.

Sticky toffee pudding This sticky toffee pudding uses dates to provide a fruity undertone and soft, dense texture, allowing the pudding to take in the warm, toffee sauce without becoming too soft and losing its texture. A nice addition to this dish is a few spoonfuls of good coffee, which gives it a slightly different profile. Why not try a salt, caramel ice cream if you really want to push the boat out!

www.hotelowner.co.uk

Food and drink

 Angels Desserts explains: “Your customers are your most important commodity. You want them to have a wonderful experience to keep them returning, and to recommend you to their family, friends and colleagues; after all, word of mouth is far more powerful than any advert.” The company provides a range of desserts which it says have that ‘wow’ factor and not only “look fantastic but taste heavenly too.” All of the products are freshly-made to order using only authentic ingredients and branded names, giving “a full clean flavour that dances around on the taste buds.” Purchasing from Angels Desserts not only guarantees a fresh dessert, but also ensures customers are buying from an establishment that holds a 5* Food Hygiene Rating and is part of the Tastes of Lincolnshire scheme. Information: 01522 500 294, info@angelsdesserts.co.uk or www.angelsdesserts.co.uk

Fresh

thinking

Serving up the latest ideas from the food and drinks sector  Gourmet Classic, the specialist supplier of cooking wines and alcohol for the foodservice sector, is urging chefs to get creative in the kitchen with its fruit-based Liqueur Glaze which, the company says, will “quickly become the secret ingredient in many a signature dish.” Inspiring chefs to create innovative new recipe ideas with classic flavour combinations, the range includes Crème de Cassis, Apple, Cherry

Brandy, Orange, Crème de Framboise, Crème de Menthe and Amaretto. Each of the seven glazes have been developed using natural fruit extracts and contain authentic premium liqueur for maximum flavour with a minimum alcohol level of five per cent. John Retallick, governor and vice president at the Craft Guild of Chefs and chef ambassador for Gourmet Classic, says: “If you think about the classic flavour combinations such as duck and orange and lamb and mint, you can see how our sweet glazes can bring a new taste dimension to even the most basic recipes. Creative chefs are in for a real treat as they experiment and develop some exciting new menu ideas.” Information: 01202 863 040 or www.gourmetclassic.com

 One of the founders of the New Covent Garden Soups, Lawrence Mallinson has been making a range of non-alcoholic juices and cordials at Whites Fruit Farm in Ashbocking, just north of Ipswich, for over 20 years. James White presses and bottles premium and organic apple, pear and vegetable juices. This includes Beet It, its organic beetroot juice, which is at the centre of worldwide research investigating its benefits for blood pressure reduction and boosting sports stamina. First trialled by the England rugby team, Beet It has already been adopted by most UK Olympic teams and elite football, cycling and rugby teams. The company explains: “Beetroot juice is destined to become the breakfast juice of the future – particularly for the high blood pressure generation.” James White also makes Big Tom – a spicy tomato juice (with a Royal Warrant) – Thorncroft cordials and other special soft drinks. Most are available in 75 centilitre and 25 centilitre bottles and all can be stored for months before opening. The company delivers throughout the country with a small minimum delivery charge and provides an efficient and flexible service.

Information: 01473 890 111 or www.jameswhite.co.uk

24 www.hotelowner.co.uk

Food and drink

 Brown Cow Organics has launched 100 millilitre yoghurts in glass jars for the hospitality industry. The awardwinning live, organic, artisan yoghurts are made from its own Guernsey herd which is born, raised and grazed on its organic farm. Free from artificial colours, additives or preservatives (and GMO free) the yoghurts are available by the case (18 jars) in mixed or individual flavours. Mixed cases include the ‘Classic Collection’ (honey, vanilla and natural) or the ‘Fruit Collection’, (apricot, blueberry and strawberry). Hand-processed and poured into recyclable, re-usable British glass jars, the yoghurt does not contain emulsifiers, stabilisers or thickeners. The company adds: “Ingredients contain only five per cent fat and are rich in Omega 3s and other trace elements.” Information: 01749 890 298, organics@browncoworganics.co.uk or www.browncoworganics.co.uk

 Cream Supplies offers a wide range of catering equipment, gourmet food and ingredients including an exotic array of herbs and spices. Alongside the Luxian Black Garlic and Cornish Sea Salt, it has added a Grade 1 Iranian sargol saffron. The company says: “The premium grading means that only the deep red tops of the stigmas are used rather than the styles. In fact ‘sargol’ literally translates to ‘top of the flower’ differentiating it from the lower parts, which have far less aroma, flavour or colouring power.” The saffron is in thread form to ensure its purity unlike powdered saffron which can often be bulked out with inferior yellow ‘styles’. The saffron is supplied by Edman Saffron, one of Iran’s most professional and respected saffron producers, and is hand-picked from crocuses grown without the use of fertilisers or pesticides. Information: 0845 226 3024 or www.creamsupplies.co.uk

www.hotelowner.co.uk

 Exclusive online supplier, Liqueur Coffee offers the hospitality trade everything required to make a great cup of coffee. It supplies hotels, restaurants, coffee bars and wine bars with a selection of blends, from the Guatemalan Maragogype – described as a connoisseur’s choice for its fine flavour and nutty taste – to the Vincenza, with its combination of Robusta and Rwandan beans guaranteeing good body and a citrusy finish. Other coffees in the range include the Fair Trade South American, made from ethicallyproduced Brazilian and Columbian beans, and the Fair Trade Organic Java, which is carefully segregated at every stage of growth, and roasted and packed to conform to the rigorous requirements of the Soil Association. The company offers bespoke barista training on request and all coffees are available to order by the 227 gram bag or case. Information: 0800 668 1878 or www.liqueurcoffee.com

Sustainability

Your guide to a greener business With more guests aware of their environmental impact, accommodation providers are now being asked to demonstrate their green credentials to secure bookings, says Laurent Marchand, president of Groupe GM

t is fair to say that the global hotel industry has faced some incredibly tough years of late. The continuing financial crisis and the looming prospect of a double-dip recession have not only caused massive uncertainty for the industry itself, but they have also resulted in considerable turbulence for the consumers on which the industry relies. Despite the economic unrest, green issues and activities in the travel and tourism industry have continued to trend. In fact, according to the World Tourism Organisation, the fastest growing sector of the tourism industry is the eco-tourism market with a worldwide growth rate of five per cent. The International Ecotourism Society reports that 90 per cent of British tourists consider green credentials to be part of a hotel’s responsibility. Hotels are pushing to become more energy efficient and sustainable, not just for financial reasons, but also because it is what their customers are looking for. While major schemes such as upgrading and retrofitting of hotel buildings can be costly projects to undertake, smaller-scale actions can be taken to improve a hotel’s green credentials and energy efficiency, thus saving costs and increasing revenues. The hotel guestroom provides the perfect opportunity from which to begin with three simple actions: organic products, ecological packaging (recycled, biodegradable, recyclable) and EU Ecolabel cosmetics dispensers. Consumers are increasingly looking for organic products – so much so that in 2010 the sales of non-food organic

products rose by 10 per cent. Consumers now expect to find environmentally-friendly, organic cosmetics in hotels. While organic cosmetics don’t directly contribute to the economic savings that a hotel can make, they can create an additional brand value for the hotel and can increase customer loyalty thanks to consumer appetite for environmentally-friendly goods. Green activities remain largely voluntary – hotels that take on board consumers’ growing demand for green products will therefore gain an advantage over their competitors. Packaging of guest amenities is another option to consider, and many hotels use it as a way to reduce their impact on the environment. As well as the display stands, many products such as combs, clothes hangers and razors are made in PLA (polylactic acid), a biodegradable material made from renewable sources. Accessories themselves can also be packaged using recycled paper or stone paper, a new material that does not contain any wood fibres. Small changes such as these make a significant impact when it comes to reducing the level of waste. For an industry whose business focuses on customer service, it is essential that hotel guests’ demand for a green service is adopted. While environmental initiatives may be viewed as a financial savings opportunity, they are also a way for hotels – independent or chain – to differentiate themselves in a highly competitive market, and in the end, being environmentallyfriendly is being economically-friendly.

26 www.hotelowner.co.uk

Sustainability

Supplier solutions Even the smallest change can make a difference and reduce your impact on the environment, as demonstrated by the following selection of products and services

roupe GM, a leading international player in the hospitality products industry, offers numerous lines of organicallycertified products such as the Damana Organic and N-Ki Organic bath lines and Thémae, a luxury French spa brand. Each line is certified by ECOCERT, one of the largest organic certifying organisations in the world, meaning the products are not simply labelled ‘organic’ or ‘natural’ for marketing purposes. ECOCERT is awarded to products with over 95 per cent of ingredients with natural origins and over 10 per cent of ingredients from organic agriculture. Groupe GM also offers a range of ecological packaging and was recently granted exclusive rights to market the environmentallyfriendly device known as the ECOSOURCE airless dispenser. EU Ecolabel-certified, the device operates by pumping out cosmetic products manufactured and vacuum-packed at high temperatures in sterile pouches. The company says: “Not only does the packaging system keep the contents fresh, it requires no added preservatives. In fact, the technology has virtually no waste as 98 per

Decotel

www.hotelowner.co.uk

cent of the liquid is usable and it has been proven to reduce soap and shampoo consumption by over 60 per cent.” Recent research from tourist body VisitEngland reveals that hotel guests are choosing accommodation with a green award or which follows environmentally-friendly policies. Clearly, hotel operators need to satisfy internal corporate social responsibility requirements and win business from both individual and corporate customers who actively seek out hotels which have a demonstrable commitment to a better and greener environment. Through acquiring an on-site water filtration system for dispensing drinking water in reusable glass bottles, the clients of EcoPure Waters achieve these objectives by saving in excess of 11 million plastic bottles going into landfill each year. These savings, along with those related to carbon emissions, and packaging through eliminating the transport of bottled water, are then certified by the company, which issues a Green Passport that can be prominently displayed in the hotel. Hotels can choose to have bespoke bottles printed with their individual logo and message or, as an alternative, take the EcoPure Waters own brand, One Green Bottle. EcoPure Waters explains: “[This] is the first consumer-branded drinking water that can be produced in-house. One Green Bottle branding offers a powerful physical presence that demonstrably tells a hotel’s customers that the venue is serious about sustainability.” Green Vision Energy Limited is now offering the ultra-efficient Rointe Electric Heating System which, it explains, “gives incredible savings on running costs compared to virtually all other heating systems.” An alternative to panel and storage heaters, oil and LPG or liquid petroleum gas heating, the slim and stylish radiators can be remotely controlled or can accurately maintain a pre-set temperature. The company says: “With their unique Optimizer Energy Plus technology, there is significantly less temperature variation throughout any 12- or 24-hour period, so less electricity is required to maintain the ambient temperature.” They run off a standard fuse spur, so less energy is required to re-establish the ambient temperature; installation causes virtually no disruption; they are maintenance-free and come with a 10-year, no-quibble guarantee. The company adds: “The return on your investment could take as little as 15 months, thanks to their amazingly low running costs. Hilton Hotels and Best Western are just two of the hotel groups taking advantage of this fantastic product and other companies have benefited from a Carbon Trust Loan to buy Rointe products.” Seventy per cent of hotels could be paying too much for their energy and, with an average 50-room hotel spending as much as £50,000 per annum on electricity bills, they are under increasing pressure to make savings and to implement long term sustainable measures. EMSc believes that those who are serious about sustainability and smart investment in new technologies should consider voltage optimisation, which offers a range of benefits. EMSc manufactures a voltage optimisation system called Powerstar, which can help hotels – no matter how big or small – to realise significant reductions in

Sustainability Marco Beverage Systems

electricity consumption, CO2 emissions and maintenance costs. The company says: “The product can realise energy consumption savings of 12 to 15 per cent with energy savings of up to 26.1 per cent recorded.” It reduces maximum load demand (kVA) and in turn reduces electricity bills; reduces carbon emissions; and comes with up to 15 years’ warranty and a 50-year life span. Marco Beverage Systems, a leading European manufacturer of water boilers and filter coffee makers, first introduced the Ecoboiler range four years ago and has been updating it and adding new models ever since. The range is designed to deliver energy efficiency at a price in line with standard boilers on the market. Chris York, UK sales director, says: “With high energy costs, these days it makes no sense at all to buy a boiler on price alone – that inevitably leads to higher running costs. The best value over the lifetime of a boiler is one that consumes the least amount of energy.” The range now consists of 17 different models, with the further option of bespoke sizes for volume orders. All Ecoboilers are designed with the new Waste Electrical and Electronic Equipment Directive (WEEE) in mind – since there is now a cost attached to recycling electrical equipment – and they are made with over 95 per cent recyclable materials and are backwards compatible with a range of common spares. LEDON Lamp GmbH says it has won the race to be the first to market with an Energy-Saving Trust Recommended LED GLS

lamp that is a replacement for the 60-watt incandescent bulb. Rated at just 10 watts it has an impressive lifetime of 25,000 hours and is available in B22 and E27 caps. The company says: “Energy-conscious consumers who look for energy-efficient electrical appliances have learned to trust the Energy Saving Trust Recommended symbol. To achieve recommended status every product has to meet strict energy performance criteria and undergo rigorous third party testing.” Described as a ‘product detective’ for sourcing items that are not easily found, Decotel has more than 30 years’ experience supplying the hospitality sector with a wide range of housekeeping products from hangers and hoovers to bathroom hairdryers. The company has recently launched the Ubineco, which addresses the growing need by hotels to offer guests the opportunity to recycle their own rubbish. Ubineco fits inside most bedroom bins and allows guests to recycle their paper, cans and plastics. It fits into many of the existing seven to nine litre round-topped and straightsided bins; is made from wipe-clean recyclable green polypropylene and comes with a two-year warranty. Unilever Food Solutions has launched an interactive video wall for operators to share their success and exchange best practice on reducing avoidable food waste. Following its high-profile waste campaign last year – which encouraged operators to download its exclusive Wise-up on Waste toolkit – the company has created the United Against Waste video wall to showcase useful tips and ideas that have helped operators to save money while doing their bit for the environment. Tracey Rogers, managing director at Unilever Food Solutions, says: “Hundreds of chefs and caterers downloaded our Wise-up on Waste toolkit, so we wanted to find out what impact it was having on their businesses and the environment.” To download your free copy of the Wise-up on Waste toolkit or find out more about the United Against Waste video wall, visit: www.unileverfoodsolutions.co.uk/wastetools NCS is an energy solutions provider dedicated to achieving significant savings in energy costs for its clients by reducing their consumption without affecting business operations. It specialises in the design and implementation of a complete solution to an organisation’s energy management needs. With rising energy costs and the introduction of legislation – such as the Carbon Reduction Commitment (CRC) – the issue of energy management is one that businesses cannot afford to ignore. NCS designs, controls and monitors systems that ensure energy used by organisations is kept to a minimum, saving them money in the process and reducing their carbon footprint. Typical areas for improvement within a site include heating, ventilation and air conditioning; lighting; refrigeration; and water management.

Supplier listing Decotel: www.decotel.co.uk EcoPure Waters: www.ecopurewaters.com EMSc (UK) Ltd: www.ems-uk.org Green Vision Energy Limited: www.rointeradiators.co.uk Groupe GM: www.groupegm.com LEDON Lamp GmbH: www.ledon-lamp.com Marco Beverage Systems: www.marco-bev.co.uk NCS (Cumbria Ltd): www.ncs-cumbria.com Unilever Food Solutions: www.unileverfoodsolutions.co.uk

Unilever

28 www.hotelowner.co.uk

www.hotelowner.co.uk

Waste management

Watch your waste Whether it’s reducing or recycling, the hospitality sector is being urged to tackle the issue of waste head on and implement effective management strategies

he hospitality sector has come on leaps and bounds in its sustainable practices but there is still a lot more that can be done to manage its impact on the environment. The potential cost savings and other benefits associated with effective waste management have until recently been overlooked. Regulations, environmental taxations and the need to ‘green-up’ means the hospitality industry must now broaden its focus on resource management, looking not only at energy and water, but also waste management.

There is no one-size-fits-all

solution in the hospitality sector, but an effective waste plan should start within the businesses’ own processes, not at the bins

A recent report published by the Waste and Resources Action Programme (WRAP), entitled The Composition of Waste Disposed by the UK Hospitality Industry, estimates that hotels, pubs and restaurants generate 3.4 million tonnes of waste every single year. Not surprisingly, this waste comprises mainly food, paper, glass and cardboard. What may come as a surprise is that less than half of this waste is actually recycled, reused or composted. Some 1.5 million tonnes is thrown away into general waste bins, meaning it is burnt or ends up in landfill, however 80 per cent or more of this could easily be recycled. Outlining the scale of the potential savings to the hospitality sector from waste prevention and recycling, the report claims that savings of around £722 million a year could be achieved in the industry. Reducing the impact of waste disposal costs is relatively simple. At the very least, businesses should be separating as much of their recyclable waste at source as possible to minimise their exposure to general waste disposal costs. This can be further supported by putting in place a waste solution that reflects the amounts and types of waste you produce, as well as the amount of space and resource available to manage it. According to the report, a significant proportion of hospitality businesses said they were planning to recycle more in the future but were prevented from doing so by a lack of services in their area and space constraints. These barriers could be removed by employing a high quality waste management company that specialises in your industry. The company will evaluate your waste, identifying practical opportunities to improve recycling performance. Part of this process will also involve

identifying any operational changes that could be implemented to benefit the business, such as the installation of baling or glass crushing machines. Technological advancements have led to glass crushing machines becoming more commonplace in hospitality outlets, particularly where lack of space is an issue. A typical glass crusher reduces the volume of bottles to one fifth of their original size, making storage much easier and disposal much cheaper. There is no one-size-fits-all solution in the hospitality sector, but an effective waste plan should start within the businesses’ own processes, not at the bins. An all too often overlooked aspect of improving recycling is staff engagement. The most wonderful array of recycling facilities can be a proverbial chocolate fireguard if there isn’t buy-in at every level within the organisation. This doesn’t just mean telling people what to do, but also why it needs to be done, and then providing feedback on progress and performance. It is motivating for all concerned to see the difference the changes in practices have made and, even better, if there is a bit of competition between different premises or departments. Effective waste management is not just about saving money – it is key to corporate social responsibility (CSR). CSR is not just a buzz word, it is becoming increasingly important to hotels, as customers expect an ethos of responsible business to be part and parcel of business operations. The power of a green business approach should not be underestimated in its influence over consumer-buying decisions. CSR is how companies manage the business processes to produce an overall positive impact on society. Customers now expect hotels to engage in environmentally-sound practices and to be able to demonstrate them. In order to show improved performance in this area, companies need to be able to monitor and measure their performance. It is therefore important to ensure that a waste plan considers data collection and reporting. Good information made available to management saves time, simplifies compliance monitoring, allows the identification of further opportunities and provides plenty of opportunity for positive PR.

For further information on how to efficiently plan and manage your waste strategy and help reduce your organisations' environmental impact, contact SWR Waste Management on 0800 038 0300 or visit www.swrwastemangement.co.uk

www.hotelowner.co.uk

Inspiring ideas

Inspiring

IDEAS

The Hilton Olympia hotel was a large-scale project for Design LSM, made up of multiple phases. The brief was a complete refurbishment of the ground floor public reception areas, first floor bar and restaurant to create a flowing, relaxed space

Into Lighting found that low energy lighting was challenging from an interiors perspective as the colour shift using LED isnâ&#x20AC;&#x2122;t as warm as incandescent or halogen-based fittings, but innovative technology and decorative fixtures were used to stunning effect.

The chairs were supplied by Satelliet Browns with fabric from Today Interiors with an on-trend combination of blue and brown.

The bar area has a more organic feel to it and this was a deliberate design contrast, as the building is very orthogonal.

32â&#x20AC;&#x2030; www.hotelowner.co.uk

Inspiring ideas

â&#x20AC;&#x153;

The overall brief has been answered and the end result

is a distinctive and timeless piece of interior design, which flows throughout the reception, bar and lounge areasâ&#x20AC;? Architectural director Simon Spiteri

The bar is now a destination bar, distinctly visible from Kensington High Street and somewhere that both resident and non-resident guests will use.

www.hotelowner.co.uk

34â&#x20AC;&#x2030; www.hotelowner.co.uk

Comment

Forward planning Angie Petkovic urges you to take time out of your day-to-day routine and sit down and work out how you can capitalise on forthcoming events and activities

e all know that half a day races by in our industry like a heartbeat but how can we make sure that a few hours of considered thought can pay for our occupancy gaps? My article this month leads on from some of the thoughts I shared with you all last time about the importance of having an eye on what is happening outside of your business. Getting organised in advance before any problems manifest themselves is key. Having a strategy in place is more straightforward and valuable than many regard. Anybody who has been running a hotel for more than 12 months needs to have a plan for the year based on their bookings cycle. This year we have the Jubilee, but it is no good waiting for these seasonal dates to appear. I had a meeting with a hotel only last week, which reported that it was very quiet last year during the summer months, Easter and the Royal Wedding! After your first year running a hotel you already know where your peaks and troughs are. Whether that is every Tuesday night, or on school holidays, you start to see those gaps pretty early on. As a hotelier you need to take the time to do your own marketing and ensure you look after your business before it is in trouble. Find somewhere quiet and sit with a calendar, diary or wall planner and mark in all of the key seasonal events like Valentine’s

Day and also notable local dates such as when a festival in your town takes place or school holiday dates. Literally sit there and mark all of these up so that your hotel can piggy-back on them. Once they are in place they will highlight even further occupancy gaps you didn’t know you had. You can look at this alongside your booking pattern for the last 12 months. You may find you are always busy or always empty when a certain festival or holiday is on. Take each example in turn and break it apart to see how it is being marketed to the public in general. For example, on a festival or local tourist attraction website you might be able to post up an offer as the local partner hotel – it really could be as simple as that. If an event has a sponsor, find out who that is to see how you can engage with them and join their marketing. You may not have a big marketing budget but you can take advantage of others and perhaps

Find somewhere quiet and sit with a calendar, diary or wall planner and mark in all of the key seasonal events like Valentine,s Day

offer an added value hotel offer to leverage something from those events. It is beneficial to see what the local attractions do to push their bookings to bring people in. For example, a local garden or country estate celebrating their snowdrops might prompt you to offer a ‘snowdrop break’ package. When armed with your offers and ‘way in’, you will be clearer on the actual routes to your target market. This could be gardening magazines, senior interest websites, local sponsors or e-newsletters. Just letting people know could result in these third parties adding reciprocal links on their website to your hotel. Do you still have an empty restaurant on a Monday night? Identify this gap and you might decide to run a book club, pie and chip night or pudding night. A hotel locally to me is holding a ‘traditional games’ night. It’s an easy thing to organise and gets people in, while bringing the hotel back into the local psyche. Market your rooms to the locals. A ‘stay away’ day option might be a chance for local people to grab a break from home and escape. A package of brunch, newspapers and the chance to go off to work revitalised after a mini break can be quite an appealing proposition! The mantra for your half day sitting with your planner is to not re-invent the wheel but see what is working elsewhere and what you can benefit from.

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

www.hotelowner.co.uk

Comment

A single voice The independent hotel sector needs a single voice to represent its views and influence government policy, says Peter Hancock

o describe the independent hotel sector as ‘fragmented’ would be an understatement. In fact we can’t even be sure how many hotels there are in this country since their numbers tend to get mixed in with guest houses and bed and breakfasts. In the recent Trends & Developments publication, the British Hospitality Association (BHA) estimates there are now some 728,681 hotel rooms in the UK, a rise of nearly 40 per cent over the last 20 years. This total includes the groups, of course, of which the budget chains represent a significant slice. Taking the AA as a source, they have graded about 2,500 hotels and around 3,000 guest houses in the last year, not including the budget chain hotels. According to the organisers of this year’s inaugural ‘Independent Hotel 12’

exhibition (16 to 17 October at Olympia) there are 45,000 hotels in the UK and approximately two thirds of those are independent. That means this country’s independent hotels constitute a business sector with over 26,000 establishments, which employs hundreds of thousands of staff and contributes hundreds of millions to the economy. For as long as I can remember, campaigners have dreamt of a single voice to represent this huge and diverse industry and by far the nearest we have is the BHA, which does indeed count thousands of private hotel businesses among its active members and is positively engaged with government on many levels. However, as I have discovered in my own dealings with owners and general managers over the years, each has their own distinctive set of opinions and so

even the most powerful single voice needs to be capable of expressing many views. All of this is in stark contrast to other industries. Farmers can voice their concerns through a national union, doctors have the British Medical Association and travel agents are represented en masse by ABTA. Spokespeople from these bodies seem to find common cause with their members more easily. The message often includes a plea for more financial support from the taxpayer or, just as fiercely argued, less interference from government. A single message appears to be the key. So what would our message be if we had to choose just one? I have listed a few possible alternatives that might emerge if a small gathering of hoteliers was asked to come up with suggestions: • Reduce VAT on accommodation to five per cent, so it's competitive with other European countries; • Make entry into the UK easier for tourists from China; • Allow legal proceedings to be taken

36 www.hotelowner.co.uk

Comment

against anyone whose claims to have well-behaved children or pets proves to be fraudulent; • Bring back the tax breaks on new commercial buildings; • Educate parents and teachers until they realise that hospitality is a valid career choice and probably offers better long-term prospects than many popular degree courses; • Please fix the potholes in our roads; • It costs a fortune to keep a hotel running – don’t expect us to give rooms away too cheaply; • Michelin stars are great – happy diners are even better; • Let’s have a whip round so that Michael Winner can retire; • Don’t forecast terrible weather unless you’re sure of it. Nothing is more certain to keep customers at home; • Reduce business rates; • Let’s see more gifted waiters and restaurant managers on television – surely the viewing public will tire of celebrity chefs eventually; • Put a head housekeeper in charge at each local authority – nobody is better at cutting waste;

Bring back the tax breaks on new commercial buildings

Michelin stars are great – happy diners are even better

Even the most powerful single voice needs to be capable of expressing many views

• Hang, draw and quarter anyone who posts a false review on TripAdvisor. I could go on, but you get the idea. To these concerns we could add regional issues, such as the share of our national tourism budget allocated to each location and the way it is used. My point is that independent hoteliers are, by nature, independent thinkers and can’t be corralled into following edicts. I was once asked by a reputable hotel consultant why so few of his clients actually took the advice he gave them, even though his methods had been trialled elsewhere with good results. My response was to remind him that a lot of the people who own hotels do so precisely so they can be masters of their

www.hotelowner.co.uk

A hotel offers the prospect of complete autonomy and the chance to put the individual’s creative talents to work

own destiny. Having achieved success, perhaps in a large company in another line of business, the acquisition of a hotel offers the prospect of complete autonomy and the chance to put the individual’s creative talents to work without hindrance from others. You may say, therefore, why not simply treat hotel-keeping as a cottage industry and forget about lobbying on its behalf? The reasons are compelling. Far from operating unfettered as individual businesses, every hotel is subject to the increasing burden of employment laws, largely emanating from Brussels and Strasbourg, and to myriad measures introduced in the name of health and safety, not to mention rising business rates and energy costs. There has always been a need for hoteliers to co-operate in addressing these issues, either as members of consortia or, better still, by joining the BHA and taking an active part in shaping policy. Those who are already involved with associations – and have helped to secure real gains for the hotel and catering trade – may feel that their achievements have been ignored. Not at all. My belief in the power of active representation is entirely based on its success to date, from the injection of new money into VisitBritain’s previously depleted funds to the demolition of the case for introducing a nationwide bed tax. The independent hotel sector is indeed a major player; it creates jobs and puts a huge amount into the economy, and although its practitioners may be scattered around the country, its common aims deserve to be recognised and respected.

Peter Hancock FIH FTS is chief executive of Pride of Britain Hotels, a consortium of 43 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.

Flooring

The WORLD AT YOUR FEET The world of flooring is one of the richest, most diverse areas for hotel owners and designers. Whether you are looking for carpet, wood or vinyl for reception, lobby or bedrooms, there is a huge range of options

barometer for trends in the flooring sector, this year’s Domotex event in Hanover revealed several key trends for the coming year. Chief among these was a move towards individualisation or ‘customised living’. Whereas carpets and floor coverings were once only viewed as practical, utilitarian items, they have now become objets d’art in their own right. Flowcrete, manufacturer of industrial and commercial resin flooring, says that getting the flooring right in the hospitality sector is a trade-off between aesthetics and functionality. “You want a floor finish that looks good to give guests the right impression on arrival, but it should not be at the expense of functionality, in areas such as slip resistance, cleanability and longevity.” The company has supplied a wide range

of products to hotels, from Isocrete floor screeds to a range of resin floor finishes – the most popular being the Mondéco Seamless Terrazzo for front of house areas. The company explains: “Systems like Mondéco seamless terrazzo allow for stunning design and creativity that will last decades. Back of house areas like kitchens and storage areas require high performance floors that can stand up to the daily rigours of a busy working environment.” It also has advantages invisible to the naked eye such as an in-built anti-microbial additive to increase floor hygiene in kitchens, or even the use of colour to create demarcation in storage areas. According to industry insiders at the Domotex exhibition, consumer and commercial interest in all things

environmentally-friendly is set to grow. Nature produces an abundance of materials suited to this trend, such as undyed Himalayan (Tibetan) wool, hemp, plant fibres and yarns from cacti as well as patterns based on natural forms. Anticipating this continued demand, Flowcrete has launched ‘The GREEN Floorzone,’ which covers every aspect of a commercial flooring installation, from substrate through to final floor finish, with the option of underfloor heating and sound-proofing built-in. It features a number of sustainable flooring options including choices in resin floor finish and self-levelling screed, as well as an energy-saving underfloor heating system and noise-reducing acoustic layer. The resin floor finish also offers a number of sustainable options, including the

38 www.hotelowner.co.uk

Flooring Axminster

seamless terrazzo Mondéco Mirrazzo, which is made of 60 per cent recycled material, as well as Mondéco Crystal Ice, which has a significant amount of recycled mirror glass to reduce the need for additional lighting. The company adds: “The green performance of all these individual elements is measured in eight key areas: environmental efficiency; recycled content; manufacturing efficiency; transport; installation impact; durability; end-of-life alternatives and third party verification.” Carpets have always been a popular choice with hoteliers aiming to create a plush and inviting interior, and there is still an expectation among hotel guests today that many of the rooms will be carpeted. It also serves a more practical function, still being one of the best ways of minimising noise and absorbing sound. Trendspotters at the Domotex exhibition noted: “Carpets allow unlimited possibilities due to the sheer diversity of materials, colours and shapes, not to mention custom-made products.” Axminster Carpets recognises that this style of flooring offers unlimited choice and can also offer a defining foundation for interior design schemes. It has recently joined an elite group of companies to be awarded the Royal Warrant, a mark of recognition for the supply of goods and services to Her Majesty the Queen. Head of marketing Richard Lawrence says: “Whether it’s owners refurbishing a few rooms, or large hotels employing interior designers for a complete refit, Axminster

Flowcrete

Carpets Commercial has a solution that delivers excellent quality and great value, with the service and speed of UK-based manufacturing.” One of York’s finest hotels is now fitted with a bespoke creation from Axminster Carpets Commercial. Rudding Park – a country hotel, spa and golf course situated in parkland on the outskirts of Harrogate – now treats guests to sumptuous underfoot comfort in bedrooms and a quieter, more pleasant atmosphere throughout the corridors of the 91-bedroom award-winning venue. Interior designer Claire Horsley says: “We based the bespoke pattern for Rudding Park on traditional elements and played with their scale and colour to give a more contemporary look. The ultimate aim was to create a carpet that blended older parts of the house with new build elements.” It is not just in the public areas and bedrooms where hoteliers can make an impact. For guests celebrating special occasions at hotels, such as weddings or parties, the red carpet has become synonymous with glitz and glamour. A specialist in supplying to businesses and events across the UK, Custom Made Red Carpets says: “From school proms to weddings and nightclubs, red carpets are a common feature of any special event today, giving the guests a feeling of status, and the occasion an air of high importance.” The company produces and delivers quality red carpets throughout the UK and Europe. The carpets are made to order

Flowcrete

www.hotelowner.co.uk

▶▶▶

Flooring

Custom Made Red Carpets

and can be produced to any width up to five metres, and to any length. There is a choice of six different reds: scarlet; garnet; ruby; flame; poppy and wool Royale Velvet, with white and black also available. The company explains: “All carpets are overlocked with matching colour yarn to give a superb finish. A new feature now offered is the weighted end plates, affixed to the underside of each end, to reduce potential trip hazards.” The carpets can be rolled, stored and used again and have proved popular with leading hotel chains, theatres, restaurants and wedding venues, “making a big impression for a relatively small outlay.” Portable Floormaker produces a range of flooring for all occasions, venues and surfaces, whether indoor or outdoor. Its renowned ‘lok’ system ensures ease of use without the need for tools or screws to secure the panels, which, in-turn, allows for faster set-up and break down. Florlok is the traditional parquet floor available in Jatoba (hardwood) or light oak together with edging trims in natural aluminium or Aztec gold. Outlok is a fully flexible

system that is at home both indoors and outdoors, manufactured from an ABS base and utilising the industrial grade Karndean Vinyl as a surface. The Publok range of flooring is available in pure black, elegant white or black/white chequerboard as well as illuminated versions with Starlok and Illumilok to create stunning visual effects. Portable Floormaker dance floors are manufactured with the environment in mind, as the majority of products used in production are recyclable and the company constantly strives to reduce its carbon footprint. Commenting on the success of Domotex 2012, the Deutsche Messe managing board member responsible for the event, Dr Andreas Gruchow, felt that both commercial customers and consumers now had the opportunity to express their own personality through floor design. A raft of innovations and styles can be mixed and matched to create an individual but subtle atmosphere for every room and, as Dr Andreas concludes, “today’s customers have an incredible range of materials, colours and formats at their feet.”

Custom Made Red Carpets

Portable Floormaker

Supplier listing Axminster Carpets Commercial: www.axminster-carpets.co.uk Custom Made Red Carpets: www.custommaderedcarpets.co.uk Flowcrete: www.flowcrete.co.uk Portable Floormaker: www.portablefloormaker.co.uk

40 www.hotelowner.co.uk

www.hotelowner.co.uk

42â&#x20AC;&#x2030; www.hotelowner.co.uk

Selling your hotel

Market forces

With the recession showing little sign of relenting, many hotel owners wishing to sell their business find themselves at a crossroads, agonising over whether they should sit tight or cut their losses. Kings Business Transfer’s Andrew Dodd assesses whether now is the right time to sell

here are numerous reasons why now is a good time to sell your • Be prepared; hotel. Conditions in the market appear to have stabilised and • Ensure your accounts are accurate and up-to-date, as potential there is even evidence that things will start to improve, with some buyers will want to take a look at these. Have your financial and experts predicting 2012 will see the greatest activity for the past couple legal paperwork in order too; of years. There is also a degree of confidence from first time buyers • Instruct a trusted agent; entering the market and independent operators clearly continue to • While selling your business privately is appealing to many because believe in their ability to build. there are no fees, we recommend you instruct an agent to take The number of lifestyle purchasers has increased and concerns that control of the sale. An agent will know how best to market your salaried jobs may not be secure in the current climate, as well as a desire business – be it working things out with a solicitor or liaising to escape from ‘salary slavery’, has meant that buyers are seeking to with potential buyers. They will also be aware of what should or take control of their own income and future by owning a hotel. On shouldn’t be happening during the transaction and will be able top of this, 2012 is a ‘year of opportunity’ for the leisure sector. As to check things like buyers’ financial backgrounds to move the exchange rates suffer and flight prices rise, increasing numbers of Brits sale along. Finally, an agent can negotiate with buyers to ensure are ‘staycationing’ instead of spending their summer holidays abroad. you realise the best possible price for your business. However, it Hotels in the south will reap the benefits of the Queen’s Jubilee and the is important to appoint an agent who you trust and who has a London Olympics, and there is even opportunity for other regions to proven track record, not just the agent with the lowest fees; benefit from ‘Olympic stayaways’.These things make now an appealing • Ensure the price is right; time for buyers to purchase with the short-term upturn in trade that • In the current climate it is imperative that your business is 2012 will bring. realistically priced. While it’s often tempting to go with an agent Of course, there will always be reasons why now is not a good time who will put the highest price tag on your hotel, this can result in to sell. There have been whisperings of the term ‘buyers’ market’, businesses remaining on the market for long periods of time; declines in property prices and repeated reports about the bank’s • Consider the most effective type marketing; reluctance to lend. However, among the somewhat negative media • Marketing depends on the level of discretion you wish to coverage, good businesses are selling, and they are selling for high value adopt. Open marketing is often preferred as it attracts attention prices. That’s why now, it is more important than ever that hoteliers and usually generates the most interest, often resulting in a prepare their hotel for the market in a way that ensures they receive competitive bidding situation. However, many people opt for a a maximum return on investment. If you are selling your hotel, we confidential sale to minimise disruption to the business, staff and recommend considering the following: suppliers. You also need to consider how aggressively you wish to • See your hotel through a buyers’ eyes; market your hotel and come up with a strategy. • Does it look attractive? What could increase If you have instructed an agent, they will its aesthetic appeal? If you can afford to invest usually develop this with you. money into making improvements, do so: The current challenging economic conditions f you can afford to this could repay itself several times over when cannot be disregarded, but good quality invest money into making it comes to achieving a sale price. If you can’t hotels are in demand, and there are ample improvements, do so: this afford large scale changes, simple improvements opportunities to sell. So, is now the right time could repay itself several such as a lick of paint or tending to the to put your hotel up for sale? To conclude, hotel’s grounds can make all the difference. realistic pricing and high quality levels are times over when it comes Cleanliness and tidiness go without saying and key. If these components are present then the to achieving a sale price ensure all electrics and waterworks are working answer is simple – now, without question, is as properly and any repairs are taken care of; good a time as any.

www.hotelowner.co.uk

Staycations

The home front From the Olympics to mobile marketing and the potential for new groups to take a stronghold in the market, Maya’s marketing director Tania Duarte gives her top 10 predictions for what we can expect from the domestic market in 2012

ccording to a study by Travel Supermarket, 2011 was another good year for those servicing the 40 per cent of the UK population who took their main holiday at home, as well as the increasing number of us Brits booking more short, domestic breaks. With such results, it is fair to say the post-recession ‘staycation’ trend will continue into 2012. However, this year will be a tough one. To survive it, businesses need to ensure they have the investment and structure to survive the combination of lower prices

and increased inflationary costs. Here are some predictions for what’s in store for the staycation industry this year:

private garden spaces for camping. Those properties offering sporting activities will no doubt capitalise on the interest.

Olympics creating legendary bookings

Eco-tourism starts at home

The Olympic and Paralympic Games will create opportunities for increased bookings, but these will be later than expected with only a few accommodation providers in key locations likely to attract the massive price hikes which caused controversy a year ago. Existing hoteliers and accommodation providers will face competition from people renting short-let flats and public and

Following 2011, the Euro trend for luxury, authentic and ethical tourism and eco-holiday options will increase in 2012. With advocates such as Conscious Travel and Eurostar, eco-tourism is really set to take off. Just remember the first rule of eco-tourism is to visit your own country and this gives green travellers a great reason to stay in the UK!

The first rule of eco-tourism

is to visit your own country and this gives green travellers a great reason to stay in the UK

44 www.hotelowner.co.uk

Staycations

Royal jubilation

All-in wins

There is a plethora of cultural and royal experiences for 2012 with HM Diamond Jubilee giving the British public an extra Bank Holiday, William and Kate’s first wedding anniversary and the 200th anniversary of Dickens’ birth. This should see a rise in overseas and domestic tourism with the British public taking the opportunity to revel in their heritage.

All-inclusive holidays will continue to increase as savvy holidaymakers look to control costs. The ‘secondary spend’ model used by accommodation providers is still prevalent, but budget-driven holidaymakers are becoming wise to potential premiums for extras on site. There are two options here – firstly, make sure that spending opportunities offer genuine value to guests, and secondly, ensure they have the opportunity to control the holiday cost in an all-inclusive package, following the foreign resort package trend.

Glamping grows up

More glamping experiences will be offered in 2012, with a growing proliferation of accommodation already available. A glance on Goglamping.net reveals anything from spacious safaristyle tents in Shropshire and lakeland yurts, to lodges, tree-houses, pods and gypsy caravans! Glamping will grow to encompass kitsch, retro, uber-luxury and eco-experiences, which are mainly supplied by independents – and a franchise in the form of Featherdown Farms – with the most popular already booked up until 2013. Good deal hunting

A key trend for 2012 will be deal hunting. The phenomenally late booking which we saw in 2011 will continue this year, with the expectation of significant price discounts. Operators will have to compete with each other and with low price holidays in countries such as Japan and Egypt, which are trying to revive their tourism industry.

www.hotelowner.co.uk

Rising expectations put pressure on ratings

Customer expectations will continue to rise, with the increased interest in UK holidays leading the more commercial hotel and holiday park groups to continue to invest in facilities and accommodation. This will be reflected in ratings systems, with the criteria changing to reflect higher standards, and the downgrading of venues which have not kept up. This reflects an industrywide raising of expectations identified by Jetsetter Europe, which found that nearly half of all holidaymakers have felt ▶▶▶ let down by a hotel rating.

Staycations

Increasingly more glamping

experiences will be offered in 2012, with a growing proliferation of accommodation and experience types already available

Get mobile and be social

The squeezed middle

Mobile marketing will become key to those optimising the potential for spending via tailored restaurant and attraction suggestion, location-based features or QR codes. Prepurchase mobiles will increase, with Google anticipating that the number of mobile users researching travel will increase 51 per cent in 2012. Social media will become the battleground for marketing success, delivering loyalty and engagement programmes, bookings and customer service for all remotely-enlightened UK travel operators who will need to switch from using Twitter as a broadcast channel and start to understand the reality of the relationships in the Google+ era.

For the more upmarket self-catering providers, glamping camps, cottages and boutique hotels, booking availability is already minimal. This demonstrates pressure on the middle ground, with budget breaks doing well in the late markets and luxury operators boosted by the weak pound. However mid-market operators will continue to come under the greatest pressure, due to decreases in household spending. Demand for selfcatering accommodation will grow, but could be challenged in the first quarter by the strongest performance against the euro that the pound has seen for 15 months.

46â&#x20AC;&#x2030;

Tania Duarte is the sales and marketing director at Maya Asset Management. Her marketing consultancy assignments have included brand strategy, strategic segmentation targeting and positioning, and marketing planning for growth businesses. Maya Asset Management is one of the UK's leading management companies delivering management solutions, asset management and strategic business review services to institutional and high-net-worth investors, private equity funds and holiday park owners and managers. For more information visit www.maya.co.uk or follow Maya on Twitter@MayaManagement

www.hotelowner.co.uk

Check out

hotel reception

CHECK oUT...

Fairmont St Andrews

A key area of the hotel, the reception area should be tidy, stylish and offer visitor information and great customer service. Here we check out some of the companies helping hotels to make that all-important first impression

ccording to Design CLD, “the reception area plays a key role in setting the tone for a visit.” The interior design company stresses the importance of making a positive first impact, stating: “Simple, cost-effective measures will create a good impression and reinforce guests’ confidence in you. That way you will be able to take control of the customer experience, giving you a great platform on which to build repeat bookings.” Whether you run your own reception desk or employ a team of staff to greet your guests, you need to ensure that not only is the area clean and wellpresented, it also offers a smooth-running reservations process. Cunninghams’ reservation software, Absolute.PoS, has been designed specifically for the small to medium hotel environment. The company explains: “This tried-and-tested electronic point

of sale is much more than a till; it can handle reservations for room bookings, whether the system is located in the reception area or behind a bar.” Using the reservation feature within Absolute.PoS allows users to book, amend and update reservations by means of a user-friendly calendar view, which can be alternated from weekly to daily layouts to accommodate all environments. The status of the reservation is clearly indicated whether it is ‘booked’, ‘arrived’, ‘non-arrival’ or ‘paid’, and can be easily moved to another room by simply dragging the reservation to the new destination. The company adds: “Absolute.PoS offers excellent customer loyalty features, providing point schemes, spend per head, email and text marketing, as well as corporate and customer billing.” Other features include table booking; graphical table plan; photo ID; stock

control; restaurant table tracking; customer accounts; and chip and pin link. For the larger hotel, Cunninghams’ partner, Hotec, provides a more in-depth property management solution to run all hotel operations, through to multisite apps. A key player in the IT arena, ControlAltDelete is a specialist provider of systems for the hotel and leisure industry. The company says: “We have the ability and experience to migrate your business to a modern platform serving single or multiple properties with truly consolidated reporting and locationindependent access. We can integrate your existing POS, TV and telephone systems or provide new, state-of-the art, systems from Micros, Quadriga, Vingcard and Tiger.” The company comments on how security and hacking are the current buzzwords at the moment, and its ‘ethical

48 www.hotelowner.co.uk

Check out

hacking’ team can probe your network looking for any weaknesses, confirming or reporting where appropriate. It can also further advance your security by installing a ControlAltDelete Security Monitoring System, which watches your network, looking for unusual activity and alerting on the presence of a threat. The company also recognises the importance of keeping PMS, EPoS, telephones, guest Wi-Fi, internet, sales and administration teams up and running. Its technical team regularly project manage the construction and installation of new hotels. As well as conveying information via the internet, smartphone or through in-room entertainment channels, many hoteliers still rely on published literature to offer information on their properties’ facilities and the local area. A leading manufacturer of premium quality brochure display units, Taymar offers a large collection of ‘Clear View’ point of sale solutions. The company has proved a popular choice with hoteliers and its products are in many receptions, foyers, restaurants and guest rooms worldwide. The range is designed to suit all popular paper sizes and allows for a variety of applications and mountings.

Cunninghams

The range includes counter standing units and is ideal for reception areas and guest rooms, where it is important to place literature at eye level. The counter standing range includes single pocket and multi-tiered products. The wall mounting units can be fixed to slatwall displays, wall rails or direct to the wall, while the floor standing units are available as fixed floor stands or rotating carousel units with the full spectrum of pocket sizes.

Taymar

ControlAltDelete

Supplier listing ControlAltDelete: www.controlaltdelete.com Cunninghams: www.cunninghams.co.uk Taymar Brochure Holders: www.brochureholders.com

www.hotelowner.co.uk

Classified

Background Music Systems & CCTV

LIGHTING

Desserts

Flags

Minibars & guest products

Laser Cutting & Engraving

50â&#x20AC;&#x2030; www.hotelowner.co.uk