Hotel Owner Magazine May 2012 by Designed by Arthouse Publishing

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

Inspiring ideas DUKES London boutique hotel

Planning to stay

.Front . . . . . of . . .House ............. This month we meet the owners of the Mill End Hotel in Dartmoor, Peter and Sue Davies

.the . . . kitchen . . . . . . . .to . . the . . . .table .... Our dining special looks at the range of products to help hotel restaurants serve the perfect meal

ISSN 2049-7709

The legal implications of refurbishment

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 Deputy Production Editor

Lewis Bowes

copy@hotelowner.co.uk Group Advertisement Manager

Kelly Smith

kelly@hotelowner.co.uk Deputy Group Advertisement Manager

Julie-Ann Kwok

julie@hotelowner.co.uk Deputy Advertisement Manager

Chris Keightley

chris@hotelowner.co.uk Senior Sales Executive

Matt Ames

matt@hotelowner.co.uk Accounts

Maureen Scrivener

maureen@hotelowner.co.uk Customer Services

01206 767 797

customers@hotelowner.co.uk Contributing writers Peter Hancock, Katy Lightbody, Savvas Othon, Angie Petkovic, Philippe Rossiter, Sam Ryan, Craig Stewart

Editor’s letter

ith just three months to go until the Olympics, hotel prices across the capital are steadily climbing and demand for rooms is on the increase. Hotel market intelligence provider TravelClick has reported that hotel prices in London are 65 per cent higher than last year and committed occupancy during the Olympics currently stands at 55.4 per cent. With all the attention focused on London, it is easy to forget what else the country has to offer and visitors to the UK may be well advised to head further north. Research by Glasgow Caledonian University’s Moffat Centre has shown that Scotland is currently enjoying a boom in tourism with a whole host of new and upgraded attractions bringing in over four million extra visitors. It has also been recently announced that Halifax has got its first 4-star hotel with the Holdsworth House Hotel securing the accolade after gaining the highest AA merit score of any 3-star hotel in West Yorkshire. The team at the Park Inn by Radisson Manchester Victoria were also celebrating after being accredited with the World Class Service Standard 2012. Neil Raw, general manager at the hotel said: “Providing first class customer service is inherent in our business ethos and we are delighted this has been formally recognised by such a stringent set of standards.” VisitEngland is urging those working in the hospitality sector to ensure visitors to the UK receive “a fantastic first and last impression of the UK”. With many hotels already working towards this aim, it seems that many are now ready to make the UK “the most welcoming place in the world”.

Sam Guiry sam@hotelowner.co.uk

Cover image Conservatory at DUKES London ISSN 2049-7709

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Mulberry Publications Ltd, Wellington House, Butt Road, Colchester CO3 3DA Tel: 01206 767 797 • Fax: 01206 767 532 www.hotelowner.co.uk The editor and publishers do not guarantee the accuracy of statements made by contributors or advertisers, or accept responsibility for any statement that they express in this publication. The opinion of the contributors may not necessarily be the opinion of the publishers. Articles are considered for publication on the basis that they are the author’s original work. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying or otherwise, without the permission of the publishers.

HOTEL Owner

May 2012

Hotel Owner

MAY 2012 FEATURES By the book

Under attack

With key events taking place in 2012, technical director at Rentokil Pest Control, Savvas Othon, advises hoteliers how to keep pests out and draw customers in

freetobook’s director Craig Stewart offers tips and advice on choosing online booking software

From the table to the kitchen

Planning to stay

A range of products and accessories which help hoteliers to deliver the perfect meal

Inspiring ideas

Katy Lightbody and Sam Ryan offer a review and round up of the legislation currently affecting those thinking of altering or refurbishing a hotel

DUKES boutique hotel unveils the new Perrier Jouet champagne lounge

Smart solutions

Check out

Hotel guests are demanding the same array of gadgets from their hotel rooms as they have in their homes

This month we look at the wide range of wall coverings and finishings to breathe new life into dated décor

REGULARS Editor’s letter Trade talk

3 6

The latest news from the industry

New appointments

Recent career moves in the hospitality sector

Marketplace

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

Dining out with…

Comment 17 With landfill tax on the rise, it has become imperative for hotels to minimise their waste, says Philippe Rossiter FIH, chief executive of the Institute of Hospitality

Front of house

Marketing matters

A selection of innovative ideas from the food and drinks sector

Angie Petkovic explains how hoteliers can utilise their website to attract more guests and raise their business profile

Sue and Peter Davies reveal more about the day-to-day running of the Mill End Hotel and Restaurant, a 15th century property nestling in a river valley in Dartmoor

Fresh thinking

Head chef at the Loch Ness Lodge, Ross Fraser, has worked with Jean Christophe Novelli and Marco Pierre White and has brought his own inimitable Franco Scottish cuisine to this award-winning hotel

60 years of improvement

23 18

With the Queen’s Diamond Jubilee approaching, Peter Hancock looks at the changes that have occurred in the hotel sector during her 60-year reign

Tradetalk

Hospitality industry invited to Highgrove

Industry charity Hospitality Action has once again secured a booking for an exclusive tour of the gardens at Highgrove on Wednesday 13 June. The day will commence with a champagne reception and three-course meal at the award-winning Calcot Manor. “The event is back by popular demand and last year we raised just over £10,000, so we’re delighted to offer the hospitality industry another chance to attend. It’s a wonderful day out and great timing with the Diamond Jubilee this year,” said Penny Moore, chief executive of Hospitality Action. The tour of the innovative and inspiring organic garden will allow guests to enjoy the National Collection of Hostas as well as displays of cosmos, salvias and nicotiana. Prior to the tour, guests will enjoy a champagne reception, followed by a three-course lunch at the 4-star Calcot Manor featuring locally-sourced ingredients from Duchy Home Farm in Tetbury. Guests will also have the chance to purchase a wide variety of specially selected products at the Highgrove shop, before rounding off the day with tea and cake back at Calcot Manor. For more information or to book, contact Giuliana on 0203 004 5504 or at fundraising@hospitalityaction.org.uk

Support for VAT reduction A survey of over 200 members of the British Hospitality Association (BHA) shows that “an overwhelming majority” support the campaign to reduce VAT to five per cent on hotel accommodation. The survey marks the launch of new VAT pages on the BHA website – www.bha.org.uk – giving updated developments on the campaign, which also includes a proposed VAT reduction on attractions and meals away-from-home, as well as a comprehensive series of questions and answers which explain the background to the campaign and its aims and objectives. A Facebook campaign is also being launched. Nearly 98 per cent of respondents said that “the current VAT rate hinders the competitiveness of the UK hospitality and attractions industry,” while 85 per cent forecasted that a reduction to five per cent would create new jobs and increase staff numbers. Ufi Ibrahim, BHA’s chief executive, said: “These findings emphasise our belief that a reduction in VAT will boost customer demand. This will lead to the creation of more and more jobs – our research indicates that 78,000 jobs will be created following a reduction of VAT to five per cent. We will continue to press home these arguments to government.”

May 2012

Scholarships to UK's first hotel school will be awarded in 2012 The Edge Hotel School, the UK’s first hotel school based entirely in a fully operational commercial hotel, has announced it will award nine Savoy Educational Trust scholarships worth £3,000 each for students enrolling in 2012. The course combines a degree awarded by the University of Essex earned while working in a luxury hotel, the newly refurbished Wivenhoe House. Students will have the option of earning a oneyear foundation degree or a BA Honours degree in two years, both awarded by the University of Essex. Ramon Pajares, chairman of the Trustees of the Savoy Educational Trust, said: “The Edge Hotel School impressed us as an initiative that will benefit the entire hospitality industry. This innovative model combining work with academic study in a commercial operation is a fantastic way to prepare tomorrow’s hospitality managers for the demands of working in the sector.” Scholarships will be awarded by a panel based on a combination of criteria from the application form and supporting statement. Applications for a scholarship can be made by contacting the Edge Hotel School directly at admissions@edgehotelschool.ac.uk or by calling 01206 872 858.

HOTEL Owner

Tradetalk

Three minute 1 in 3 hospitality workers say bosses don’t care about workplace wellbeing New survey results released today by the British Heart Foundation (BHF) reveal 34 per cent of people working in hospitality say their bosses do not care about their happiness and wellbeing in the workplace. The ‘Health at Work’ survey, which was sponsored by Legal & General, was answered by more than 2,000 respondents working in a range of industry sectors including more than 100 in the hospitality and recreation industries. The survey’s findings also revealed that more than two thirds (68 per cent) of workers feel their workplace does not offer any opportunities to improve their health. In the hospitality sector, more than a third (41 per cent) of hospitality workers rated their daily stress levels as five out of ten or above. Respondents reported that stress from work spilled over into their home life and free time, with a third (33 per cent) claiming stress from work made them feel more tired than usual, and almost a quarter (23 per cent) said they find it difficult to sleep. Project manager for the survey at BHF, Lisa Purcell, said: “These survey results paint a worrying picture of workplace health and wellbeing. Many of us spend 60 per cent of our waking hours at work and the daily grind can have a serious impact on the health of workers across the UK.

interview

Richard Adams, recruiter, Staffpoint When did you join the company and why? I started working as a recruiter for Staffpoint back in 2003, but had been with them as a relief chef for about two years before that. I loved the opportunity of getting in touch with the best hotels in the area and employing the best chefs I could find to work for us. What does your typical day involve? Firstly, reacting to the incoming client calls – we are a very pro-active company, but existing clients come first. Every other part of the day is utterly different! We could be visiting clients, staff training with the banqueting and housekeeping teams or finding temp chefs for kitchens. What do you most enjoy about your job? It’s a mixture of finding the right person, that feeling I get when a new client calls in after getting the number from a satisfied customer on a different job, or when one of the candidates I have placed says thanks.

Liner Hotel announced as the new sponsor of the Spirit of Merseyside awards Liverpool’s Liner Hotel has just been announced as a sponsor of the Spirit of Merseyside Awards. The community awards are an annual event hosted by the Community Foundation for Merseyside, which aims to recognise and celebrate outstanding work in the community and voluntary sector and the local businesses and philanthropists that have supported them. This year’s awards will be held on Thursday 14 June at St George’s Hall. A mixture of voluntary and community groups, local businesses, high profile individuals, local celebrities and representatives from the public sector will be attending the awards ceremony. A spokesperson for the hotel said: “The Spirit of Merseyside Awards is an excellent opportunity to support the work of the Community Foundation for Merseyside as they pay tribute to some of the region’s most inspirational individuals and community groups." Cathy Elliott, chief executive of the Community Foundation, said: “We’re absolutely delighted that the Liner Hotel has agreed to partner with us as a sponsor for the Spirit of Merseyside Awards 2012, which is one of the real highlights of our calendar year. The awards provide a unique opportunity to celebrate the contribution of many individuals and organisations across Merseyside who are helping to make a real difference to their local communities.”

HOTEL Owner

What is your proudest achievement? Working on, bidding for and gaining a contract to supply the Olympics this year with chefs for the main park. What is the best advice you’ve been given? Be who you say you are and do what you say you’re going to do. What can your company do for customers? We supply quality temporary and permanent staff to the catering trade, with client-dependent, transparent and bespoke terms. I think that says it all. If you could stay at any hotel in the world, where would you choose and why? I like the Eden hotels collection in the UK, especially Buckland Tous-Saints near Totnes and the Arden in Stratford, but if I had to stay anywhere it would be the in/famous Chateau Marmont in LA, just because of its rock star heritage and gothic chic. Will you be attending any exhibitions this year and where? FoodEx, the Restaurant Show and BBC Good Food as always!

May 2012

Tradetalk

AND BRIEFLY Key speaker for Boutique Hotel Summit Boutique Hotel Summit, Europe’s only B2B boutique and lifestyle hotel conference, has announced that Gordon Campbell Gray will be the keynote speaker at the 2012 event. Described by the FT as one of the hotel world’s most original tastemakers, Gordon is chairman of Campbell Gray Hotels, which develops and operates luxury hotels worldwide. Among its current portfolio are Carlisle Bay in Antigua and Le Gray in Beirut. The event takes places at Altitude London on 21 and 22 May. QHotels introduces car charging points The POLAR electric vehicle (EV) charging network has joined forces with QHotels to provide EV owners with a place to recharge their car while they enjoy a stay in the hotel. QHotels, which has 21 4-star hotels throughout the country, has installed charge posts at the Ashford International Hotel, Bridgewood Manor in Rochester and the Hampshire Court Hotel in Basingstoke. There are plans to install more in the near future. Landmark anniversary for data provider HotStats is celebrating its 15th anniversary of hotel benchmarking this year. Its annual publication will be the 35th edition in the continuous series since 1978 and draws on samples of the hotel profit and loss data which it collates and analyses monthly. HotStats now reports on full profit and loss performance in over 200 markets with a programme of continual growth as the number of participating companies increases. In the interests of sustainability, and for the third year, the company is distributing the publication exclusively in pdf format. Go to www.hotstats.com for more information. Amadeus and Accor extend agreement Amadeus and Accor have announced an extension of their revenue management partnership. Under this new agreement, both companies will work jointly to identify ways to optimise the use of Amadeus' Revenue Management system across Accor’s properties, which will include the roll-out of a training campaign for revenue managers. Commuters lie-in on the way to work Commuters were invited to enjoy a lie-in in a bed placed inside a Newcastle train station, as Jurys Inn launched its national advertising campaign. A recent survey carried out by Jurys Inn found one in three people said they would stay overnight before a meeting to ensure they are there in time and refreshed for the day ahead. Suzanne Cannon, group marketing manager for Jurys Inn, said: “I’m sure we would all like to stay in bed a little longer in the mornings and our aim is to show commuters how staying in our city centre hotels gives you the opportunity to enjoy that lie-in before a city-centre meeting.”

May 2012

Diamond Jubilee prompts spike in demand for London hotels London hotels are enjoying a massive increase in demand compared with last year, according to hotel intelligence firm TravelClick. Hotels preparing for the Thames Diamond Jubilee Pageant on Sunday 3 June have seen committed occupancy rise 115 per cent compared with last year. Data for the following day, when Buckingham Palace is the venue for a starstudded concert, are similar. Hotel bookings on Monday 4 June are currently running 81 per cent higher than the same date last year. International president for TravelClick, Jan Tissera, said: “The rise in committed occupancy this far in advance demonstrates the huge affection for the royal family from both Brits and audiences around the world. “The significant increase in bookings for 3 and 4 June, which coincides with the large spectator events for the Jubilee, is proof that visitors don’t want to miss out on the fun and are staying in the capital to make the most of the weekend.” TravelClick’s data, which is drawn from travel agents, online booking sites and the hotel chains themselves, also reveals that rates for the entire weekend period (1-4 June) have risen just 10.8 per cent, despite the high demand.

Baker Tilly reports positive outlook from leisure and hospitality operators Half (49 per cent) of leisure and hospitality firms are “feeling positive about their business prospects in 2012,” reported Baker Tilly, according to its Outlook 2012 survey. An almost equal number (47 per cent), however, are unsure about their future. On a positive note, only a tiny minority (four per cent) had a negative outlook for the year ahead. These figures were supported with over four fifths of businesses (90 per cent) expecting their profit levels to increase or stay the same. Ali Aneizi of Baker Tilly commented: “As the results of the Outlook 2012 survey show, despite the double dip recession, there is confidence within the leisure and hospitality sector for the rest of the year.” When asked what single initiative from the Government would help improve business conditions, many respondents said a reduction in VAT, tax and red tape. Business leaders identified a downturn in overall demand and an increase in global inflation as potential threats for the coming year.

HOTEL Owner

10 New appointments

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

Andaz Liverpool Street Hotel Andaz Liverpool Street Hotel has announced the appointment of Sascha Lenz to the position of director of food and beverage. Sascha brings over nine years’ experience in hotel food and beverage management and joins from the Hyatt Regency Ekaterinburg in Russia where he worked for almost three years. Most recently, he was responsible for directing the hotel’s seven food and beverage outlets, including room service and private events. Previously Sascha worked at the Grand Hyatt Berlin where he was assistant director of food and beverage. Sascha will oversee the hotel’s five restaurants and five bars. He commented: “I am delighted to be joining the Andaz fold to take up this exciting position. The unique, personal approach to hospitality which Andaz exemplifies was very attractive to me, equally the diversity of the food and beverage offering at the hotel, and I am looking forward to joining the team in what promises to be a very exciting year not only for Andaz Liverpool Street but also for London.”

Grosvenor House, a JW Marriott Hotel Grosvenor House, a JW Marriott Hotel has appointed Morten Skumsrud as hotel manager. Having dedicated himself to the hospitality industry for over 20 years, Morten has pursued his lifelong dream of being an hotelier. His career draws on a wealth of education and experience across two continents, allowing him to balance a traditional European approach to service and management with a more business-oriented style from across the Atlantic. Morten joins Grosvenor House from his position of general manager at Marriott’s Marbella Beach Resort. Stuart Bowery, general manager of Grosvenor House, commented: “Morten’s strong track record in the luxury segment and within Marriott International will stand him in good stead for this exciting and challenging new position. I congratulate him, wish him all the success and look forward to having him on the team at Grosvenor House.”

Hyatt Hotels & Resorts Hyatt Hotels & Resorts has announced that Malene Rydahl has expanded her responsibilities and has been appointed in the leadership role for Europe, Africa and the Middle East (EAME), in its corporate responsibility program Hyatt Thrive. Her new position as director of corporate communications includes the responsibilities of developing and implementing public relations, corporate communications and media relations initiatives for Hyatt in EAME. She also manages crisis communications and reputation management for the area. Trilingual and a native of Denmark, Malene has spent the past 12 years living in Paris where she most recently served as director of communication for Relais and Chateaux. She joined Hyatt in 2006 in the position as director of public relations for EAME.

Roxburghe Hotel The Roxburghe Hotel in Kelso has appointed Neville Merrin as its new head chef. Joining the hotel from boutique country house hotel, the Feversham Arms in Helmsley, where he was sous chef in a team that won a 3rd rosette in the AA Awards, Neville is “set to take the food at the Roxburghe to the next level”. Speaking about Neville’s appointment, general manager, Duncan Evans, said: “We are very excited about Neville joining the team at the Roxburghe. His approach and style is about using only the finest ingredients and bringing out natural flavours and tastes – this will really raise the stakes in our dining experience.”

May 2012

HOTEL Owner

May 2012

12 Marketplace

 May sees the launch of a new upholstery collection from the Accents range by Skopos Design Ltd. Calle, a collection of strié velvets has been developed for contract upholstery, delivering a soft, velvet touch in 28 colours, ranging from reliable neutrals to a bold and vivid palette with a Mediterranean flavour. “Confident, fun and cheerful, this collection delivers quality and luxury to the market at an excellent price point,” says Skopos. Available with small minimums and short lead-times, customer interest has been evident prior to the official May launch. Skopos is an ISO9001 accredited company and has over 30 years’ specialist experience in the design and manufacture of high performance contract fabrics for the hospitality sector. Information: 01924 465 191 or www.skoposdesignltd.com

Marketplace  “Do you need a cost-effective solution for your soft furnishings? Then get in touch with our friendly team to discuss your requirements,” says Concept Textiles. The company has developed a comprehensive range of soft furnishing hotel room packages, which can be built around your budget and include blackout curtains, bed runners, cushions and tracks. Concept Textiles also offers a nationwide measure and professional installation service and says: “We can also provide single items or full hotel refurbishments to help you create beautiful rooms.” Information: 01323 845 400, sales@concepttextiles.com or www.concepttextiles.com

 VO4HOME Ltd, developer and manufacturer of the innovative VO4HOME domestic voltage optimisation system, has announced that the installation of its system at a 5-star bunkhouse situated in the Brecon Beacons National Park, South Wales, resulted in “immediate savings in energy consumption and a substantial reduction in electricity costs”. The installation of a VO4HOME system at WernWatkin Bunkhouse has led to savings of 17.6 per cent in electricity consumption, complementing other green products and initiatives, including a ground source heat pump and photovoltaic solar panels. Geoff Clifton, VO4HOME business development manager, said: “An increasing number of small businesses are turning to voltage optimisation to reduce their energy costs and improve energy efficiency. Installations such as the one at WernWatkin Bunkhouse shows that small businesses can benefit considerably from voltage optimisation technology.” Information: www.vo4home.com

 Furniture Realm, based near Bristol in Somerset, offers a wide range of contract furniture specifically designed for the hospitality and leisure sectors. “Give your guests a treat with our full range of bedroom, restaurant and reception furniture. Not only will we ensure that they have a night of restful sleep in an environment that wraps them in luxury, we are confident that our furniture is of such great quality, it will provide your clients with the type of relaxing night's sleep that they need for a truly memorable stay,” says the company. To discuss a project further, contact the Furniture Realm sales team. Information: 01934 425 550, info@furniturerealm.co.uk or www.furniturerealm.co.uk

May 2012

HOTEL Owner

Marketplace

 The Premier Range from Johnsons Stalbridge Linen is “perfect for hotels, restaurants and spas looking to offer high quality to their guests”. Successfully trialled at the award-winning, 4-star Ardencote Manor Hotel, the range is the result of a significant investment by the leading linen hire and laundry company. “Tablecloths hang beautifully thanks to the extra weight of the stitching around the edge, and napkins keep their shape after laundering,” explains the company, and “finishing touches like these contribute to a top quality, elegant dining experience for both everyday and special events.” Information: 01747 857 609 or www.stalbridge-linen.com

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

 “Guests will immediately appreciate the ambience and luxury of our products; the look, the feel and the wonderful aroma,” says Duck Island. The 30 millimetre bottles with unique, distinctive fluted tops and embossed motifs, add a touch of sophistication to any bathroom. The embossed soaps are ergonomically designed and individually boxed, and co-ordinated accessories complement the range. They are paraben and mineral-oil free and are never tested on animals. The toiletries "won't cost the earth" and “provide guests with the ultimate luxurious experience." Information: sales@duckisland.co.uk or www.duckisland.co.uk

 Setting the right atmosphere for any venue is as important as the décor and the food and RS100 says that’s why it has now put together a quality sound system using the latest ceiling speakers from Bosch that give “exceptional quality at a very affordable price”. It has several packages, from four speakers to 20, and can also design low-cost multi-zone systems. The company can also quote for individual venues in “the way you would like”. Please contact Roddy Stewart for more information. Information: 0141 337 1100 or sales@rs100.co.uk

 Due to popular demand, Hurst Green Plastics has now launched a lightweight version of its 25-yearestablished British manufactured breakfast cereal dispensing unit, and is currently offering a free, no obligation trial to hotel and catering establishments. Available in either two or three dispensing versions, the easy clean, easy carry and easy store unit has all the benefits of its larger counterparts, combined with non-crush dispensing and a market leading five year warranty on all parts. All units can be branded with your logo if required. Information: 01254 825 588, info@hurstgreenplastics.com or www.hurstgreenplastics.com

 A new range of tumble dryers has been announced by Armstrong Commercial Laundry Systems. The new Huebsch range incorporates overdrying prevention technology (OPT), which “cuts energy costs and reduces drying time”. The final moisture content for each cycle is fixed by the operator and the OPT system delivers it with the optimum balance of heat input and cycle time. The dryer uses high temperature heat at the beginning of the drying cycle because wetwork can handle more heat than dry fabrics. As the load dries, the heat input is progressively reduced. Additionally, preventing over-drying reduces stress on the fabrics, thereby extending their life. The new dryers are available in a full range of sizes to suit every application. Information: 01635 263 410, enquiries@armstrong-laundry.co.uk or www.armstrong-laundry.co.uk

HOTEL Owner

May 2012

HOTEL Owner

Marketplace

 Outdoor areas can provide an attractive alternative for customers to dine alfresco and a Cinders Barbecue gives the chef an opportunity to extend menu choices. Customers can also watch the food being cooked and an artistic chef can indulge in the showmanship that goes with cooking for an audience. Cinders Caterer TG160 and Cavalier SG80 have been hand-built to operate all day without problems – and given that the alfresco sector accounts for an “increasingly large chunk of food consumption” in the UK – it makes sense for hotels, pubs and bars to explore this potentially profitable area. “We have been providing equipment for this reason since 1984,” says Cinders Barbecues Ltd. Information: 01524 262 900 or www.cindersbarbecues.co.uk

 Oceanair, supplier in the design and manufacture of blinds, shades and soft furnishings, is delighted to announce the launch of a new curtain range. Entirely made-to-measure, the range includes black-out, lined, interlined, fire retardant and UV reflective options and encompasses over 200 suitable curtain fabrics, carefully chosen by experienced buyers to offer a choice of colours, textures and patterns. Oceanair is also happy to work with client-supplied fabrics, or source them on their behalf. All Oceanair curtains are fully compatible with its automated track systems and feature a choice of curtain headings, including tab top, ripple pleat, eyelet, pinch pleat, pencil pleat and a wide range of accessories.

 Elements is a new collection of bathroom furniture from Aston Matthews. The company says: “As this is an extensive range made up of modular units, the combinations are endless, allowing you to choose a minimalist floating worktop to support a basin or a full range of drawers and cupboards to provide as much storage as you require.” There are three wood finishes and three gloss laminates available.

Information: salesenquiries@oceanair.co.uk or www.oceanair.co.uk

Information: 0207 226 7220 or www.astonmatthews.co.uk

 The popular all-weather Belvoir sofa from Lloyd Loom of Spalding is now available in a subtle tea green as well as in whitewash.The All-Weather Lloyd Loom collection is woven from Rehau Cord, and the furniture is fully UV-resistant, weatherproof and can be used inside or outdoors. Many customers favourites from its original range are now available in the All Weather Collection.“We believe that our manufacturing process is unique. The sofa and chair frames are produced from high quality aluminium or galvanised steel. The Lloyd Loom look is achieved by weaving together strands of synthetic material to emulate the twisted paper of our traditional material,” explains Julie Davenport, owner of Lloyd Loom of Spalding. Information: www.lloydloom.com

 Bruce & Co is Scotland’s specialist licensed and leisure broker. Here, general manager Ewan Scobie discusses the Argyll Arms Hotel – a 16th century former hunting lodge that once belonged to the Duke of Argyll, now for sale with the company: “This attractive business on the magnificent Isle of Mull offers a real lifestyle opportunity, surrounded by stunning scenery and breathtaking views. The hotel has six en-suite letting rooms and planning permission is in place to allow expansion. The sale of the business also includes its unique minibus tour operation, which offers various tour packages including the hair raising ‘Wild Explorer’. This truly is a fantastic business in a beautiful location.” Information: 0131 477 6060 or info@bruceandco.co.uk

HOTEL Owner

May 2012

HOTEL Owner

Comment

Waste not, want not

For hospitality businesses, food waste is unavoidable, yet finding alternatives to landfill not only makes sound business sense but may become imperative, says Philippe Rossiter FIH, chief executive of the Institute of Hospitality

andfill tax has been rising steadily in recent years and the latest increase was made as recently as March 2012. According to the Waste and Resources Action Programme (WRAP), sending food waste for anaerobic digestion, for example, rather than landfill is currently £40 cheaper per tonne. That’s one good reason not to send your food waste to landfill and why on-site food waste recycling systems are growing in popularity. The Institute of Hospitality is informing its members of the various options available for all businesses. The systems include food waste disposers, de-waterers and in-vessel composting units – each offering a different solution for disposing of food waste. From reducing the weight of the food, or disposing of it down the drain, through to producing your own compost, all three solutions avoid landfill and help individual hospitality businesses tackle food waste in a way that suits them. Catering waste is approximately 75 per cent water, and therefore by removing this element, the weight of the waste is reduced by a similar amount. This not only means easier storage but, most importantly, reduces the cost of the de-watered waste, which can be transported to one of the growing number of anaerobic digestion plants around the UK. Since businesses are usually charged per tonne or per bin, this means significant cost savings, with the equipment usually paying for itself within just a few months. Operating in the same way as domestic in-sink disposers, a food waste disposer (FWD) enables businesses to dispose of their food waste via the sewer network safely and easily. The equipment can easily fit into a busy kitchen environment and enables staff to dispose of the food waste at the point of production. The equipment grinds the waste – which can include

HOTEL Owner

The only way to truly

maximise the impact and uptake of food waste recycling in the UK is for legislation to be introduced which bans food waste from landfill anything from plate scrapings, vegetables, and peelings to meat, fish, fruit, bread and even bones – into fine pieces usually no more than two millimetres in size, which are then washed into the main drainage system, eliminating the need for a separate food waste collection service and its associated costs. Once it has been sent down the drain, the wastewater treatment works is able to collect the food waste together with

all other sludge and, in the vast majority of cases (estimated to be 85 per cent by 2015), treat the waste to produce renewable energy and bio-fertiliser. Composting is a well-established method for recycling food waste into a useable product. For an establishment with its own grounds, such as a country hotel, restaurant or golf club, this provides a complete recycling solution. PDM Group, a provider of recycling services and a business partner of the Institute of Hospitality, believes the only way to truly maximise the impact and uptake of food waste recycling in the UK is for legislation to be introduced which bans food waste from landfill. This approach has successfully worked in other European countries such as Germany, Sweden, Norway and Denmark where both householders and businesses have no option but to recycle their food waste. It seems strange there is legislation which governs the disposal of waste electrical and electronic equipment (WEEE) and waste batteries but there are no regulations in the UK which outlaw food waste to landfill. This is despite the tonnage of food waste in the UK being far greater than either batteries or WEEE. Banning food waste from landfill would give consumers and businesses no option but to adopt food recycling as a core part of their everyday lives. Such a ban would be timely following the figures released by the Government’s Environment Agency in July 2010 pointing to the fact that the UK has less than eight years before its landfill space is all used up.

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

May 2012

18 Front of house

Front of House With Dartmoor as their ‘back garden’ and a property steeped in character, newcomers to the hotel sector Peter and Sue Davies are already on their way to creating a successful business model

he aviation memorabilia scattered around the Mill End Hotel and Restaurant – including the fan blade from a jet engine – provides a clue as to the background of both the owner and the managing director of the property. Currently the chief executive of Air Malta, Peter Davies purchased the hotel in 2010. As Peter’s wife Sue explains: “we already knew Mill End’s beautiful location, having lived in the area for many years, but the hotel trade was completely new to us.” The couple also recruited their

May 2012

managing director Mike Coombes from the airline industry, and he feels there are in fact many similarities between airlines and hotels. He says: “Ultimately it is about delivering brilliant customer service, creating special memories, bringing people together and having a properly-structured business to deliver this in an efficient and effective way.” Today, the team – which also includes 10 live-in and locally based hotel staff – offer guests a country house with a contemporary twist. Peter explains that the aim was always to retain the best of

HOTEL Owner

Front of house

Mill End’s character and heritage but also incorporate the modern facilities, services and features which hotel guests rightly expect. A former 15th century mill, the wheel still turns today forming a wonderful backdrop to the restaurant. The team has instigated many changes over the past two years including an extensive bedroom and bathroom refurbishment and redecoration of the public areas including the addition of improved lighting. Sue adds: “With first impressions so important, we’ve completely re-laid all our driveways, and the front of

HOTEL Owner

the hotel is also sparkling in the Devon sunshine, thanks to a complete re-paint”. Peter also says that one of their key challenges has always been striking the right balance between meeting customer needs and maintaining the character, charm and heritage of such an historic hotel. Thankfully this is something they seem to be getting right with customer feedback so far, extremely positive about the improvements they have made. Managing director Mike, adds: “We’ve also been working hard over the past year to improve our customer proposition

and underlying business processes, so we are ready to take best advantage of the up-swing, which will undoubtedly come when market confidence improves.” Their occupancy levels are significantly up on last year and their room rates are holding up well. Sue also says they have seen an increased demand for shorter, re-charge breaks, with many people opting to stay closer to home and this is an avenue they plan to explore further. The couple are in an enviable position in that they have Dartmoor quite literally on their doorstep. Peter says: “We are fortunate to live in such a beautiful part of the UK and although it’s a cliché, there really is so much to see and do in our local area.” Not only is Dartmoor ideal for walking, there is also a championship golf course a short drive away and fly fishing in the River Teign just outside the hotel. The hotel is also ‘dog-friendly’ and proves popular with guests from London and the south east looking for an environment where they can relax, recharge and escape the stresses of day-to-day life. Although relative late comers to the hotel trade, Peter and Sue say it has been a steep learning curve. “Having started with no experience of the hotel business, we think we’ve done a decent job so far in developing a solid business – and inevitably we have thoughts about potentially exporting our business model to other hotels, which would allow us to achieve better economies of scale.” For now, the couple are happy to continue treating their guests in the same way they would wish to be treated – the key to success for any hotelier – and for them it's by offering fine food, great wines, warm company and of course, one of the finest ‘back gardens’ in the country.

May 2012

HOTEL Owner

Hotel booking systems

By the book With a wide choice of online room booking software currently available to property owners, freetobook’s director Craig Stewart offers up some timely tips and advice

nline room booking has come a long way since Expedia launched in 1996. At that time, the travel accommodation market was very much driven by the big corporate companies which controlled both the booking and the process. From there, hundreds of companies sprang forth but all worked on the re-sale model – in other words, they were given a margin and an inventory of hotel rooms to sell. Online room booking directly from the property owner’s website was way out of reach for most hoteliers – even small hotel chains. Today, thankfully it is a very different story. Whether you are just at the point of offering online booking on your property website or if you have been dabbling with a number of systems over the past few years, here are some key factors to consider to help make you more ‘software savvy’.

Currently, there are varying levels of cost and sophistication to the various online room booking systems in the marketplace. Some charge for booking on your own property’s website, some don’t – I would recommend steering clear of the former.

It’s not an 'either/or’ situation One increasingly successful strategy for small hoteliers is to use the large-scale distributors to gain marketing exposure such as Booking.com and Laterooms and offer online booking on your own website. Increasingly, we are finding that potential bookers find a room at Booking.com or Laterooms and then seek out that property’s own website and book directly. If you have cleverly opted for a software system with no commission for bookings taken on your own site then it’s a win-win situation. You may have the best looking ‘whistles and bells’ website, but what if your traffic is not where you want it to be? I would recommend that property owners look into their search engine optimisation. Make sure the search engines rank your site positively for any terms customers type into search engines – for example, ‘Ayrshire bed and breakfast’. Pay particular attention to the use of your property name. It’s well worth seeking out external expertise to work on improving your SEO but do your own research too before you pay for this external resource as even a rudimentary knowledge of SEO will be useful.

Hitting the target

Always read the small print There are now hundreds of companies that any property can use to offer online booking from its own website and also manage its distribution. The major trade-off with these systems is that you may get the increased bookings but you will be paying a hefty commission of anything between 15 and 35 per cent. Always review the small print carefully and double-check the return on this. Consider what the ‘lock-in’ period is when you sign up with any new system, as many insist on a minimum of 12 months. We all suffer to some extent from inertia when it comes to terminating one supplier and seeking out a new one, but the benefits of a timely review and change may become evident very quickly. As technology and the booking software is upgraded all the time, think before you commit to any long-term arrangements. I would always recommend reviewing your company’s IT and software requirements and systems at least once a year.

HOTEL Owner

Once you have found the best and most flexible online booking system for your property, don’t forget that this can also be a fantastic marketing tool. Now you own and can manage your customer database for very targeted, effective promotion, from offering romantic weekend escapes to ‘schools out for the summer’ family packages. Make sure you regularly communicate timely deals directly to your customers – and with some online accommodation systems – you can also track where the booking came from such as email, Facebook or Twitter link. This enables you to directly measure and evaluate your ROI with any directory listing. When you are researching any potential booking system, it’s important to look at the customer experience as they click through the system. When someone is at the point of making that booking via your own property site, you don’t want to send them over to another system that doesn’t list your telephone number. We have found that customers like being able to telephone during the online booking process, if they have any special requests. It also means that as soon as the call with the customer ends, you can follow up with an email confirmation of that special request offering reassurance and first class customer care. Glasgow-based Craig Stewart is the founder and co-director of a series of online accommodation booking sites. The company's software Freetobook was launched in 2010 for the independent accommodation market. Visit www.freetobook.com or follow Twitter @freetobook.

May 2012

HOTEL Owner

Fresh thinking

Serving up the latest ideas from the food and drinks sector

� Peros Foodservice distributor Peros has announced the launch of Eros Tea following hot on the heels of Eros Coffee. The new range meets the ever-increasing consumer demand for specialist, gourmet teas with organic and Fairtrade accreditation. It comprises 10 flavours including English Breakfast, Ginger & Citrus Fruit, Red Berries and Vanilla Chai. James Roberts, joint managing director of Peros, says: “The new Eros Tea range is perfect for foodservice operators. Not only do you get a great tasting, high quality tea range for your customers, but you can also buy it in a variety of formats to suit your beverage offering.” Eros Tea-enveloped tea bag flavours are available in packs of 250, or in cases containing six boxes of 20 bags. Pyramid sachets are available in packs of 100. Mixed packs of ‘themed’ flavours – Detox, Fruit, Infusion, Spice and Variety – are also available in 100s. Information: 01494 436 426 or www.peros.co.uk

 Plusfood The warmer, lighter days of summer will see an inevitable rise in the number of customers looking to enjoy alfresco dining. Plusfood’s chicken breast fillets are ideal for cooking-toorder in a wide range of traditional dishes and menu favourites. The Cajun Chicken Breasts are delicately marinated with Cajun herbs to add a subtle kick. The Garlic and Herb Chicken Breasts can be served with buttered new potatoes, deli-style coleslaw and a green salad for a healthy, light bite that can be enjoyed at any time of day. Each of the chicken breast fillets weighs approximately 185 to 210 grams and they are available in case sizes of two by 2.5 kilogrammes. With minimal preparation – the balanced flavours are already infused, so no need to spend time marinating – and with a cooking time of just a few minutes on each side, these succulent fillets are quick and easy to serve, so ideal for busy caterers. Information: 01908 685 008 or www.plusfood.co.uk

 Sweetbird Sweetbird has developed a new range of Naturally-Sweetened Smoothies to add to its existing selection of Original Ice-Blended Smoothies. Sweetened using only fruit, the four new flavours in the range are: Berry, Mango, Strawberry and Pina Colada. Just like the original range of Sweetbird Ice-Blended Smoothies, they are free from artificial colours, flavours and preservatives, contain no high fructose corn syrup or GMOs, and have been approved by the Vegetarian Society and for vegan diets. Founder of Sweetbird, Jem Rogers, says: “These new Naturally Sweetened Smoothies are perfect for businesses looking to add a premium blended fruit smoothie to their line-up and take advantage of this growing trend in the coffee market.” Information: 0117 953 3522 or sales@beyondthebean.com

 Proganic Proganic is 100 per cent organic pure fruit juice. It does not contain any additives, artificial colours, added sugars or preservatives. The range of flavours includes Sour Cherry, Black Mulberry, Fig, Honeydew Melon and Watermelon. The company says: “Our juice is certified 100 per cent organic, pure fruit juice not from concentrate, not diluted, just real organic, fruit juice. Simply the best that exists!” Information: 0207 487 4907 or www.meliaorganic.com

HOTEL Owner

May 2012

Dining out with… Under Ross Fraser's leadership, the Loch Ness Lodge restaurant has been awarded 2 AA Rosettes and a Medallion d'Or for Dining Excellence from the Scottish Hotel Awards. Ross also became a member of the exclusive Masterchef of Great Britain Club in 2009 and is now working towards achieving a 3rd AA Rosette

oss began his career at Skibo Castle in the Highlands of Scotland and while there he entered the prestigious salon culinaire competition for the Highlands and Islands. He won! Shortly afterwards the allure of London beckoned and he moved to the city to advance his career. During his time there, he worked in many prestigious establishments including the Four Seasons Hotel, Harrods, Jean Christophe Novelli’s Le Savour restaurant and then joined Marco Pierre White at his 3 rosette Quovadis restaurant. It was there that Ross’s love of classic, French cooking with a strong contemporary edge grew, and after spending some time under Marco’s leadership, he moved to Australia to further develop his career. Returning from abroad, Ross decided to move back to his homeland and set to work applying the skills he had learned working in some of the finest French kitchens. Today, he combines this, with his love of great Highland produce to develop menus which are a fine example of Franco-Scottish cuisine.

Signature menu

Ballotine of foie gras, pickled cherry, rhubarb, gingerbread and baby herbs

Mixed grill of west coast seafood, artichokes, fennel and caviar We incorporate six different fish and shellfish in this dish and it’s become a signature dish at Loch Ness Lodge. Tailored to the seasons, it’s a firm favourite with new and returning guests. Each piece of fish is either poached in red wine, pan fried or grilled and set on top of a light fennel purée, accompanied by braised artichokes and topped with some lovely Avruga caviar. In winter, the dish is finished with a warming, creamy, shellfish bisque and in summer a refreshing velouté of Noilly Prat.

The beauty of this dish is in its simplicity – the foie gras is marinated overnight in a little five spice and cognac, it is then rolled and wrapped in a cloth and lightly poached. The foie gras is then served with a juicy, cherry, gingerbread and rhubarb compote which cuts through the richness and complements it perfectly. The dish is enjoyed at room temperature along with a glass of dessert wine – a chilled, rich Sauternes is my personal favourite.

Mille-feuille of chocolate with hazelnut praline For dessert, my favourite is this chocolate creation. The sandwich is made of two layers of chocolate and orange biscuit filled with a very light mousse. The ball is made up of creamy layers of chocolate mousse and a light praline crisp – absolutely heavenly. It’s then sprayed with a chocolate and butter mixture and the two then sit on top of a roasted hazelnut praline cream.

HOTEL Owner

May 2012

HOTEL Owner

28 Dining special

From the kitchen to the table With new restaurant openings in the UK hotel sector bucking the economic trend, catering for hungry diners can prove a lucrative source of revenue

t appears that the UK restaurant industry is weathering the financial storm with consumers continuing to spend on dining out, says Horizons, which offers consultancy services, workshops and statistical information for the food service sector. The company’s managing director Peter Backman says: “The sector is in good shape as operators continue to invest in new concepts, adapt their menus, open new locations and examine pricing structures.” For those looking to take advantage of this growth, offering a smooth service from the kitchen to the table is key and here are some ways that hoteliers can look to impress their guests…

Appearances count Managing director of Denny’s Uniforms, Nick Jubert, says: “First impressions do count and post-recession more businesses are recognising the importance of dressing to impress.” Uniforms must be comfortable to wear, durable and also give the wearer a chance to show their own creativity. The company has established a reputation for providing professional catering and corporate wear combined with cutting-edge innovation and has collaborated with the London College of Fashion (LCF) to offer uniforms styled with an eye to current trends and a relevance for a younger audience. This includes the technicolour, ultra-smart short or long-sleeved chef's poly cotton jackets available in a palette of vibrant colours including new colours olive and pink, and the DE49 Le Chef jacket with eye-catching black piping on collar, cuffs and front. Information: 01372 377 904, sales@dennys.co.uk or www.dennys.co.uk

May 2012

Making the cut Kitchen Cut is a recently launched website designed to support the current and next generation of chefs, restaurateurs and hotel owners. Chef and creator John Wood has worked in the industry for 25 years and says his aim is to offer a toolkit of useful functions “all in one place,” which will support entreprenuers working in the hospitality business. Features include: secure online recipe storage; a margin development system with RSP and COS calculations from indicative real time market prices; payroll and hygiene calculators; and training and HR and management tools. The site has already been approved by some of the most respected names and establishments in the industry such as the Dorchester, the Ritz and the Lanesborough Hotel.

 Georgia-Pacific

GB Ltd



TM Electronics



Denny's Uniforms

Information: www.kitchencut.co.uk

Safety first Food safety is essential for any chef and the SOLO handheld, digital thermometer offers a practical, costeffective method of preventing crosscontamination. It is suitable for use just about anywhere in the kitchen whether it is spot checks in the cold store or taking reliable measurements for all cooking processes, especially core meat temperatures, sugar work and pastry. It is accurate to ±0.5°C as required by Food Saftey regulations and HACCP; has a fast three second response (with its unique ThermaSprint needle design); and an extra strong construction on the swing-out probe arm. Every thermometer contains a variable muti-coloured band which can be pre-set by the customer. Information: 01903 700 651 or www.tmelectronics.co.uk

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Dining special

What’s cooking?



Angel Commercial

Kitchen Cut

Angel Commercial offer an extensive line-up of ovens from 4-tray counter top models with grill and humidification function up to 12-tray free standing ovens with powerful reversing fan systems, steam function and programmable digital controls. The company’s range also includes the EKA convection ovens - an essential companion for any chef who needs to meet the demands of a 24-hour menu. Just one oven can produce fresh or part-baked breakfast breads and pastries in the morning, vegetables, meats and desserts for your lunch and evening menus, freshly baked cakes for afternoon tea and will still be at the ready to provide late evening and overnight snacks. Information: 01327 810 395 or sales@angelcommercial.co.uk

Stylish seating



Dawson Food Service Equipment

When the Chair People was asked to help create a stylish new look at one of the West Midlands’ most high-profile Indian restaurants, its solution was to produce 100 bespoke chairs to seat the 200 VIP guests who attended the launch of the new build venue. Karl Owen from the company says: “It was an extremely prestigious project for us to work on because the Five Rivers has raised the bar for the Indian dining sector.” Guiding the restaurant staff through more than 3,000 fabric options, the company supplied tub chairs for the bar area, bar stools, dining chairs and armchairs. Karl adds: “They had very strong ideas about what they wanted – something with a wow factor and something that had a luxurious feel.” Information: www.thechairpeople.co.uk

The next generation of napkins 

Duni

The Chair People

HOTEL Owner

Georgia-Pacific GB Ltd has unveiled its latest innovation with the launch of the NexxStyle Air Cushioned Napkins. The company says: “The napkins use glueembossing and point-to-point technology to provide greater thickness and absorption than is found in a standard two-ply napkin." This technology gives an ‘air cushion’ effect which, as well as being soft to the touch, also gives more structure and rigidity to the napkins so that they hold decorative folds much better than a standard tissue napkin. The range comes in a choice of six colours and is delivered pre-folded, so venue staff can save valuable time when they are setting up between busy service periods. Information: www.lotusprofessional.co.uk

Opening night, every night

“Creating the perfect atmosphere each and every service just got a whole lot easier,” says Duni, creator of the revolutionary new fabric, Evolin, which combines the luxury of linen with the convenience of single-use. Made from renewable fibres, Evolin, is soft, has a satisfying heft and drapes gracefully over edges while its intricate surface pattern catches the light to create a subtle shine. The company adds: “Since they’re fresh and new every service, Evolin will have your tables looking as good as they did at your grand opening every time you open your doors.” Information: www.evolutionoflinen.com

Testing the water

EcoPure Waters is the BHA-approved supplier of sustainable on-site water filtration systems within the hospitality sector. The systems dispense unlimited volumes of pure, still and sparkling water into personalised bottles, saving in excess of 80 per cent against bought-in costs, while dramatically improving your CSR credentials. Bottles come in sizes from 200 millilitres up to one litre, with a choice of either swing stopper or tamperevident closures to suit all applications. Clients include the Radisson Group, the Thurlestone Hotel and the Hard Days Night Hotel. Information: 01844 290 088 or www.ecopurewaters.com

Hot property

A supplier of market leading warewashing products and automated handling systems, combination ovens, blast chillers and prime cooking equipment from the Ali Group product portfolio, Dawson Food Service Equipment can meet the needs of any chef or catering operation. Its comprehensive range includes the premium cooking suites from Rosinox, which are seen by many as the standard that other manufacturers pursue, “a heavy duty equipment range that is sure to keep on performing, all day, every day, and all year round.” Quality and durability are the hallmarks of the Modular, Cantilever or Bespoke exclusives. “When it comes to excellence in prime cooking, Rosinox is a truly durable brand that guarantees the absolute peak of performance in every single unit, to make up the premium cooking suites on the market.” Information: 01226 350 450 or info@dawsonmmp.co.uk

May 2012

Comment

Doing the business: is your website doing its job?

This month, Angie Petkovic asks hoteliers to take a long, hard look at their website to establish whether it is working successfully for the business

early all hoteliers will have a website, but the question is how do you view it? Do you see it as purely a brochure that happens to be accessible online, or as a very important tool to market your establishment? In the last decade we have seen web technology advance to deliver business much more easily. This month I’d like all of you to review your website (if you don’t have one, get one fast!). Decide if your website is doing its job delivering business or is it simply there for the public to confirm what you have available? If all you have is a website brochure scenario and you aren’t keeping it upto-date then you will actually be doing more harm than good. A confirmation of your existence online may be all you want, but if you want the website to create positive business then you need to make sure it etting good quality is working as hard as it can for you. So, starting at the beginning, these are the things I think you photographs that should check out: page of your website and make it easy for them. do justice to your • We all know the iconic phrase, ‘what you see is Just an email contact address will not do. Include property is essential what you get.’ Ask yourself, does your website a mechanism where people can show interest like a represent you and your business well? Have you ‘sign-up here’ facility for an e-newsletter or monthly created a desire to visit? draw. This enables you to collect details of the • The front page should evoke the core benefits of coming to you. It people that visited your website and use it. should reflect the location; the hotel attributes; things to do; local • Consider cherry picking all of the wonderful comments you’ve produce on offer; project how you are as people; and any unique had from people in your guestbook or on TripAdvisor. These and special things about your establishment. Think about how you gems should take pride of place somewhere on your website for describe your hotel. Is the language cold and starkly factual or are everyone to see. the descriptions warm and inviting? • Use your website as a gateway to an online booking. There are a • Remember the golden trio – good design, good descriptions and number of the popular and lesser known platforms for bookings. enticing pictures. Getting good quality photographs that do justice Drive business in their search engine portal and link it to your to your property is essential and a common thing I see lacking website. This is a sign that your website is really performing, rather on so many websites that belong to some really gorgeous hotels. than being a static information page. Remember that’s what people will see when deciding where to • If you need a new marketing or website company to provide you direct their booking. with your first or a better website, make a list of what you want • Be up-to-date. Your current message could be something as the website to achieve. Look at your competitors and note what simple as the new hanging baskets or a new feature in your you like and what you don’t like on their sites. Identify the budget rooms. Whatever it is, create something that shows your website you are prepared to spend; know what you want it to do; insist is regularly updated. This will, in turn, assist with your presence on a content management system that is easily updatable by you on the search engines. Signpost the local things to do, which and get the company to show examples of similar websites it has will instantly create an informative website. Consider seasonal created. Call these companies and ask them how the websites are photographs; whether it is a snow-capped scene of your exterior or performing and ask was it an easy or difficult process. spring flowers in your hotel garden, there’s nothing nicer than to A current and persuasive web presence can deliver if you stop, see the current change of seasons on a hotel website. The ‘I want to think about and plan it properly, just like you plan the interior of go there’ mood won’t be far off. your hotel or your menu! Remember it is just another tool in your • Make sure people know where to find and phone you on the front tool box and it’s all about learning how to use it effectively.

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

HOTEL Owner

May 2012

32 Comment

60 years of improvement With the Queen’s Diamond Jubilee approaching, Peter Hancock reflects on how the hotel industry has changed during her reign

ext month Her Majesty will have served as our head of state for 60 years, just short of the extraordinary record set by Queen Victoria. What a perfect excuse to reflect on the way hotels have changed since 1952, both in how they are run and what customers have come to expect. (For the record, please note that your correspondent was not born until some years after the coronation!) Sixty years ago there were no cheap flights to foreign resorts and so the operating landscape would have been very different from today. Seaside resorts still represented the most attractive option for a family holiday, unless one had the money to take a luxurious cruise across the Atlantic. The great majority of hotels, pubs and guest houses were family businesses, often acquired with the proceeds of life savings or an ex-serviceman’s pension. None of the large hotel companies we know today existed, apart from the Savoy and a handful of other top hotels that spawned groups at various stages. Even Charles Forte had yet to merge his fledgling business with Trust Houses.

Within the

hierarchy of most large hotels, the manager was God

Rationing still applied to certain foods and the ravages of the Second World War had not been totally erased. It’s fair to say, then, that people did not have unreasonable expectations of luxury so they were happy to pack a dressing gown for the trek down the corridor to a shared bathroom in all but the most expensive establishments. Inroom entertainment would have been whatever the occupants liked to do; their intimacy perhaps improved by the absence of televisions. These only featured in communal TV lounges if at all, with extremely limited content by today’s standards. Within the hierarchy of most large hotels, the manager was God. He – the boss was invariably male – may well have worn striped trousers and a black coat and probably behaved in a similar way to a butler at a grand country house, highly respectful towards the guests and feared by the staff. Wages were abominably low with some front-of-house personnel receiving no wages at all, instead relying on tips, which could be substantial. It’s easy to forget, too, that hotels adopted a snooty

All images: The Savoy Hotel

May 2012

HOTEL Owner

Comment

attitude towards customers who deviated from the generally accepted conduct. An unmarried couple would be unlikely to obtain a double room unless they signed in as 'Mr and Mrs' and in those pre-credit card days a judgement would have been made as to their ability to pay based on the clothes they wore. Making a reservation took a ridiculous amount of time. First, the customer would write to request a brochure. The hotel sent it with a note of their rates. The customer wrote again to request a room on particular dates and the hotel wrote back asking for a deposit. The customer sent a cheque and then received a letter confirming the booking. If things went badly the manager might get a further letter afterwards revealing any complaints, to which he would then respond. At least he had no fear of exposure on TripAdvisor or the The Good Hotel Guide, since neither existed. Having said all that, the modern hotelier is very similar to his or her predecessors from the 1950s in the most fundamental aspects of hospitality. Making the weary traveller feel welcome requires exactly the same human skills as before and the ways of providing good service to make life easier and more pleasant for the guest have scarcely changed. If anything, I would say that hotel keeping retains many of the conventions from that era which society as a whole has discarded. The advances that have re-shaped our trade in the last 60 years are too numerous to list here, but among the most important is probably the use of information technology. Where letters and cheques were once the mainstay, their places were taken by telex, fax machines, credit cards, email and the web. Thanks to technology, a published tariff is no longer fixed. As recently as the late 1970s – when I came into the trade – we used a paper chart for all of our bookings, to which were attached a pencil and rubber on string. It would look pretty amateur now, although it never ‘crashed’. We can also credit technology with tremendous steps in making guests more comfortable, saving energy, storing food more

HOTEL Owner

safely, keeping swimming pools warm and odour-free, overcoming the mistakes and theft associated with manual tills and, best of all, replacing shabby public bathrooms with beautiful en-suite temples of self-indulgence. One imagines that Her Majesty has little experience of British hotels in the normal sense – though I do know of a London hostelry and a Scottish ship she favours, both of which happen to be members of Pride of Britain – so it would be foolish to try to draw too close a link between her time on the throne and the developments we’ve witnessed. Suffice to say, that as we lurch from boom to crisis over the decades, hoteliers suffer just as much as any other business sector and when demand is weak only the most creative seem to survive. Marketing now plays a vital role in every hotel business but in 1952 the term would have meant little or nothing to most people in the trade. An advertisement in a quality newspaper plus a black and white brochure would have been regarded as ample promotion. It was really only American hotel companies that employed salespeople back then. As one who resents the amount of newsprint and airtime devoted to chefs at the expense of other key workers in our trade, I must nonetheless acknowledge that it is in the kitchen where the greatest leaps have been made. In 1952 this country had a dreadful reputation for catering. Without a French chef, few hotel restaurants could expect to be taken seriously as a place for fine dining and the staples of far too many places would include boiled meat, rice pudding, Brown Windsor soup and overcooked vegetables of the type favoured by the cruellest boarding schools. So yes, we have seen a fair bit of change during the Queen’s long reign; almost all of it for the better.

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.

May 2012

34â&#x20AC;&#x2030; Inspiring ideas

Inspiring

IDEAS

Over the past year, the DUKES London boutique hotel has gone from strength-to-strength, introducing newly refurbished suites and a brand new Perrier Jouet champagne lounge by interior designer, Shaun Clarkson Cushions in two contrasting textures, both in fuchsia set off the palette of greens perfectly.

The lighting is made up of two main elements. The central statement is the 1940s original vintage glass champagne colour chandelier, with fluted gold candles. Then there are the vintage glass and wrought-iron floor lamps topped with bespoke champagne silk drum shades. These supply the romantic lighting for the furniture vignettes.

The bespoke sofas are a modern take on the Chesterfield sofa. Deep-buttoned, with squarer arms, that give them a more modern, classic feel. These are upholstered in fresh, green-glazed linen.

May 2012â&#x20AC;&#x2030;

HOTEL Owner

Inspiring ideas

There are two chair designs. An elegant spoon back chair in contrasting sage green and funky, pink-glazed linens, and three in champagne leather. There are also two wing back chairs taking pride of place, upholstered in a green and cream geometric pattern.

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The walls are papered in contrasting designs in tones of gold, champagne and sage. A gold fish scale on a sage green background, complements the more graphic gold stripe on a champagne background.

The colour palette is inspired by the classic Belle Ă&#x2030;poque bottle, with fresher green tones giving the room a more modern mood. Golds, creams and champagne tones create the background and the hot pink sets the whole lot on fire!

May 2012

35â&#x20AC;&#x2030;

May 2012

HOTEL Owner

In-room entertainment

Smart solutions With many homes now equipped with a vast array of gadgets, hotel guests are demanding the same experience from their hotel rooms

esearch by Samsung has show that in-room technology is now a key part of the hotel experience with 66 per cent of guests stating that the quality of the room entertainment systems is important to them. Pammi Mudhar, European B2B sales director at Samsung, says: “Most homes these days are equipped with an array of advanced technologies, as a result, three-quarters of us expect hotel entertainment systems to at least match the home set-up, with over one in four (26 per cent) expecting an even higher standard.” The pressure is on for hoteliers to meet these customer needs and Quadriga has announced that it is delivering smart TV solutions to its hoteliers, enabling them to provide guests with the kind of connected TV experience they are becoming used to at home. Through smart TV functionality guests are able to browse the web, chat with friends, update their Facebook and use apps right on the screen. The major brands have seen strong demand for their smart TVs in the consumer market and this is expected to continue, with 82 million connected TVs in homes worldwide, forecast to grow to 892 million by 2016. (source: Informa). CEO of Quadriga Roger Taylor says: “We are working with our key TV partners to embrace these new opportunities and bring this new technology into the hospitality sector, providing competitive advantage to our customers.” With hotel guests demanding a broader range of entertainment from traditional broadcast TV and video-ondemand to catch-up TV services, Airwave Europe was recently approached by the Pomme d’Or in Jersey to upgrade its entire TV infrastructure. Part of the Seymour Group, the hotel wanted free-to-air satellite reception, including hundreds of channels from across the globe in many different languages. Airwave installed the IRS TV network while the existing network was still running, allowing the hotel to remain open throughout. Samsung 32 inch LED Hospitality TVs were fitted into the guest rooms, which pick up the satellite reception and offer

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guests a vast range of channels with many in HD. Wayne Bowring, Airwave’s key account manager, comments: “These screens are perfect for the Pomme d’Or as they cater for its international guest mix, as well as creating an elegant focal point to the guestrooms.” Airwave also installed AirINFO, its own full HD Hotel Information Channel, which was tailored for the hotel. The channel incorporates images and video, as well as information on hotel services and local news and weather. Richer Sounds is one of the UK’s leading retailers and etailers of hi-fi, home cinema and TV equipment. Founded by Julian Richer, the company has been featured in the Guinness Book of Records for the highest sales per square foot of any retail outlet in the world. With 52 stores nationwide – with 10 in London alone – it has always been able to meet and respond to changing customer trends. As managing director Julian says, “historically, we have been known for selling budget audio equipment but in recent years we’ve responded to a shift in the electronics retail market and expanded our range from the purely audio to encompass plasma and LCD TVs”. The company specialises in supplying branded (such as LG and Samsung) non-commercial, home type screens for small-to medium-size hotels. All screens have Freeview built in and offer three-year commercial warranties at 20 per cent of the screen price. CEO of TP Vision Maarten de Vries has clearly established the direction his company will be taking over the coming years with a focus on smart TVs and “seamless integration” with home cinema soundbars and audio products. TP Vision is a dedicated company in the world of visual digital entertainment; fully committed to the renowned Philips TV brand. Its hospitality TV division is a leading supplier of dedicated hotel TVs and has been for over 30 years. The company says: “We deliver to the largest chains and to the smallest hotels with our products and service offerings that meet the need of a hotelier and its guest. We stand for innovation, sustainability and serve you with a true heart for hospitality.”

Supplier listing Airwave: www.airwave.tv Quadriga: www.quadriga.com Richer Sounds: www.richersounds.com TP Vision: www.philips.com/hoteltv

Airwave

May 2012

40 Pest control

International events can lead to an increase in pest infestations and it is essential to have an effective control strategy in place. Technical director at Rentokil Pest Control, Savvas Othon advises hoteliers how to keep pests out and draw customers in, in this important year

here are numerous events taking place in 2012, providing hoteliers with plenty of opportunities to increase custom and welcome new guests. The pressure is on to deliver a positive customer experience and capitalise on the revenue and profit opportunities offered. International events have a tendency to lead to an increase in pest infestations due to the sudden rise in tourism. A hotel’s warm, cosy environment is welcoming to a wide range of pests, as well as humans. The biggest pest threats hotels face are often rodents and bed bugs but during the summer wasps can also be a significant nuisance to guests, especially if there is an outside space available for guests to enjoy. A pest infestation can cause long-term damage to a hotel’s reputation, as well as impact an employee’s trust and confidence. However, there are simple measures that hoteliers can put in place to help prevent pest infestations.

bugs and they can be found anywhere – in mattresses, pillows, linen cupboards and even in electric plugs or under skirting boards. Bed bugs breed rapidly, laying up to 300 eggs within a two month period, so your first defence is to raise awareness among your staff as vigilant employees are a powerful weapon. Your pest control supplier can help train employees to ensure they are ‘pest-aware’ and understand the steps to take if an infestation is discovered. Tell-tale signs of an infestation include live insects, faecal pellets and blood spots, which cause a

Wasps During summer, when wasps are more numerous and active, they can alarm customers dining or drinking outside. In addition, hoteliers can face staffing issues if employees fear being stung, so this can lead to absence and lower productivity. Firstly, educate staff on ways to deal with the insects so they feel more confident and, to deter wasps, ensure outside dining areas are cleared quickly to avoid food and drinks being left exposed. If you spot large numbers of wasps there is likely to be a nest nearby, but don’t attempt to remove it on your own. A single wasp nest may contain around 6,000 individual wasps and they can attack if disturbed or threatened. If the location of a wasp nest is likely to put people at risk,

Rentokil

Under attack

distinctive smell. It’s fair to say that when you’re aware of the smell, the infestation has become quite serious. With bed bugs, prompt action is key as infestations can spread rapidly until every room in the hotel is affected. A heat treatment is a chemical-free treatment and can be particularly effective as it eliminates insects, mould and pathogens through the application of dry heat. It is quick and efficient to apply and reaches all areas of infestation, so it is particularly suited for hotels as it targets the hard-to-reach spaces bed bugs tend to occupy, such as beneath the wallpaper or behind headboards. Plus, as it’s a chemical-free process, rooms can be re-occupied straight away, which is crucial during busy periods.

Bed bugs Bed bugs have become an issue in hotels worldwide, especially those with an international client base. As travellers move frequently between hotels, the bed bugs travel with them, in clothes and baggage. All hotels are at potential risk from bed

May 2012

HOTEL Owner

Pest control

then it should be treated immediately and, as they become more aggressive towards the end of summer, it is preferable to treat a wasp nest earlier in the year.

Cockroaches Hotel kitchens provide cockroaches with an environment which they thrive in. The most effective way of controlling cockroaches is to deny them food, water and harbourage. Seal gaps where cockroaches can hide, such as around skirting boards, behind electrical sockets or major appliances including fridges and freezers. The cockroach falls into the greater risk category in terms of pest control as it will have a negative effect on your ‘Scores on the Doors’ food hygiene rating and could result in the closure of your hotel. Cockroaches can lead to the spread of diseases, including salmonella (food poisoning) and Escherichia coli (Gastro-enteritis) which can be spread through saliva and excreta. A nocturnal pest, they can be hard to spot, so we recommend nighttime inspections to better reveal any harbourages and setting up regular cockroach control monitoring. Danger signs that cockroaches are on your premises include droppings, smear marks, egg cases and cast nymphal skins. Your pest control technician will also advise on the best use of appropriate insecticides as cockroaches are very resilient, and while DIY products can deal with the immediate problem, treatment by a technician is often necessary to deal with cockroaches in the long-term.

E.coli and Weil’s disease. When dealing with rats, prevention is always better than cure and there are simple measures which can be taken to rodent-proof your establishment. Teach staff to stack crates and boxes away from the wall to ensure they can check what’s behind them. Staff working in areas where food products are stored should be on the lookout for droppings, smears and nesting material. Sealing holes in walls, ensuring refuse on site is kept in closed bins, and looking after and cleaning pipes and drains regularly are all as important. If you do detect a problem, it should be treated urgently with assistance from a professional pest controller to reduce the risk of future problems. An effective pest prevention strategy is critical to help prevent infestations and your technician will regularly visit your premises to check bait stations, look for signs of pest activity, identify potential risks and advise on any steps you can take to reduce the risk of future pest problems. Here, we’ve focused on four pests, but pests of any type can lead to devastating consequences for a hotel business. Partnering with a professional pest control company to manage these threats leaves you free to focus on running your hotel successfully.

Rodents Rodents are always on the look-out for warm places to nest in and hoteliers should be vigilant as the pests can pass on a wide range of bacteria and diseases to humans, including salmonella,

HOTEL Owner

Supplier listing MidMos Solutions Ltd: www.midmos.com Numatic International Ltd: www.numatic.co.uk Rentokil: www.rentokil.co.uk

Under cover As well as the threat from visible pests, hoteliers also face attack from microscopic species such as the dust mite. These invisible invaders – derived from the genus Dermatophagoides, which literally translates as skin-eater – are the most common cause of allergies in the UK. The average mattress contains between two to three million mites, which can leads to attacks of asthma, rhinitis and eczema. Numatic, the manufacturer of the iconic Henry Hoover – whose famous smile has become known throughout the world – estimates that between 20 and 30 per cent of the population are affected from dustrelated allergies, especially the very young and elderly. To help combat allergies and dust mites, it has introduced the Henry ‘Micro’ which is made to the full Henry specification with the professional twin-flo vacuum motor, a 10-metre cable rewind and storage system. It also includes an exclusive Microtex filtration system, which has been approved by the British Allergy Foundation. Numatic can also add a Microtex filter to any standard Henry to upgrade filtration to this standard – just visit your local Henry dealer for further information.

Biting back With the arrival of warmer weather, comes the prevalence of biting insects such as mosquitoes and midges. Attracted by the carbon dioxide in the breath of all mammals, they will home in on the warmest areas of the body – where the blood is nearest the surface – and bite without the victim knowing. In conjunction with some of the world’s leading entomologists, MidMos Solutions has devised an effective insect attractant system. The BiteBack Total Solution works by emitting carbon dioxide from behind a high voltage grill. As the company explains, “the control panel allows for auto-operation of the trap. It also allows for different and precise levels of attractant to be released to ensure optimum attraction of the specific problem biting insect coupled with optimum efficiency.” It is also non-toxic, odourless, nonintrusive and environmentally-friendly.

May 2012

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May 2012

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May 2012

44 Planning legislation and refurbishment

Planning to stay With planning policy grabbing national headlines over the last few months Katy Lightbody and Sam Ryan provide a timely review and round-up of the key changes that are proposed by government, and the practical implications for hoteliers

A warm welcome Sustainable development has been a constant theme of successive governments. This has recently been given more ‘real’ meaning through the intended publication of the National Planning Policy Framework (NPPF), which will set out the current Government’s broad policy framework for determining future planning applications and locating development. The NPPF is firmly rooted in the pro-growth agenda. Linked to the recent Penfold Review, it will provide a clear and welcome message to local planning authorities and agencies, such as English Heritage, that they should be facilitating sustainable development and economic growth. The broad provisions in NPPF relevant to hotel development include: • An onus on local planning authorities to approve development applications wherever possible. • Ensuring that financial obligations and policy burdens do not render development unviable. • Greater flexibility and support for the re-development or re-use of other buildings for hotel use

May 2012

• Removing the policy requirement for hotels to be directed to town and district centres as a first priority. • Not refusing applications on transport grounds unless the impacts are 'severe' • Re-inforcing the balance between heritage and sustainable development. The key messages of the document are firmly pro-development, but only if it is sustainable and does not conflict with protection of the natural environment and heritage assets. This may prompt the question: what’s new? The answer here is the overall thrust of the document. Greg Clark, Minister for Planning states in his Foreword to the draft NPPF “Development that is sustainable should go ahead, without delay” – strong words, but

Over 3,050 hotel buildings in

England are listed as buildings of special architectural and historic interest, many of them within the independent sector

many controls are still required and remain in place.

Strength of character Over 3,050 hotel buildings in England are listed as buildings of special architectural and historic interest, many of them within the independent sector. Of this total, over 300 are Grade II* listed and 57 have been awarded the highest of listings at Grade I. Many purpose-built hotels were of exuberant and extravagant designs to reflect the tastes and wealth of the period within which they were built. In the 18th and early 19th centuries the more fashionable and popular seaside towns supplied impressive new resort, or destination hotels, and these – together with the railway hotels were prominent due to their scale and the facilities they provided. This is contrasted with the more modest guest houses that emerged, although many of these early establishments are also represented on the statutory list. The appeal of such buildings prevails today, particularly where their decorative interiors have been preserved and sensitively combined with modern facilities and fittings. The listed status of a hotel is

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Planning legislation and refurbishment

Visit Britain - Britain on view

“

often used as a promotional and positive marketing device and this is particularly appealing to foreign visitors, however, it is not without its complications.

Improving the offer The Planning (Listed Buildings and Conservation Areas) Act 1990 dictates that listed building consent is required for works that would impact on the special historic or architectural interest of a listed building. This means that an incredibly wide range of seemingly minor alterations to the exterior and interior of listed hotel buildings may require listed building consent. This can be very onerous, particularly where other types of listed building, for example redundant mills and warehouses, are being converted and adapted for hotel use. Notably, the Department for Business Innovation and Skills has proposed steps intended to minimise this burden, through implementation of the Penfold Review (Nov 2011). The aim of the review was to establish action the Government could take to ‘promote economic growth and enhance the competitiveness of the historic environment in the UK’. At the heart of this, was the recognition that the current

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When considering the

impact of a proposed development on a designated heritage asset, considerable importance and weight should be given to its conservation. The more important the asset, the greater the weight should be” consents that businesses must apply for are ‘numerous and complex’ and often create delay, uncertainty and unnecessary costs. Some of the practical recommendations and measures put forward by the review are as follows: • To reduce the number of unnecessary applications, the Government will enable the extent of a listed building’s special interest to be legally defined in its list entry. This will mean that only those parts of a building that contribute to its special interest will be protected by regulation, removing the requirement to apply for consent for works that impact on other parts of the building. • To reduce the need for repeated applications for listed building consent, the Government will allow owners of listed buildings to enter into Statutory Management Agreements. This will enable works set out in the agreement to be undertaken without the need for separate applications.

• The Government will consult on options for introducing a system of prior approval for specified works to listed buildings. • The Government will commission English Heritage to begin a programme to update the list entries of listed buildings, providing more detail on the special interest of listed buildings. Overall, the review proposes some very useful measures that could potentially simplify the process and reduce the number of consents hotel owners and occupiers may have to pursue. It will provide greater certainty and understanding of risk when it comes to determining which works may or may not require listed building consent. English Heritage has given qualified support to the draft NPPF, welcoming the concentration of planning policy into one document but at the same time raising a number of detailed points to ensure heritage protection. The draft NPPF makes this clear, stating: “When considering the impact of a proposed development on a designated heritage asset, considerable importance and weight should be given to its conservation. The more important the asset, the greater the weight should be”. It is therefore clear that heritage assets will continue to be protected. However, it is hoped and expected that where a heritage asset (and features of that asset) are identified as being of lesser importance, the proposed streamlining of national planning and heritage guidance will help lift the burden upon hoteliers and public bodies alike. Some of the detail is yet to be settled, but policy is certainly moving in the right direction.

Turley Associates is a leading planning and urban design consultancy operating from ten offices across the UK. The company has a dedicated team of heritage specialists that are experienced in advising on the adaptation and alteration of listed buildings including those in or converted to hotel use, together with the practical implications of changing legislation, policy and guidance. Katy Lightbody is an associate director heritage and Sam Ryan is a director in the Manchester office of Turley Associates. Visit www.turleyassociates.co.uk for further information.

May 2012

46 Classified

Background Music Systems & CCTV

HOTEL TV’S

HOTEL UNIFORMS

MENU DISPLAY SOLUTIONS

Flags

Desserts

Laser Cutting & Engraving

Minibars & guest products

LEATHER GOODS

PROFESSIONAL UTENSILS & TABLEWARE

HOTEL FOR SALE

May 2012

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48 Check out

wall coverings Check oUT...

An effective way to introduce colour and texture to a room, wallpapers and wall coverings can also be very cost-effective. Here we look at some of the latest trends and styles providing that all-important perfect finish

here is little wonder that wallpaper has seen a dramatic resurgence in popularity in recent years with such a wide choice of modern designs currently available, from bold floral prints and shimmering metallics to the swirls and shapes of the 1960s and 70s, which are currently undergoing a revival. Trends in wallpaper are constantly changing and can provide a quick way of totally transforming the interior of your hotel. David Klaus of the wallpaper company Graham & Brown says: “People are finally moving away from just a feature wall and are once again wallpapering two, three and four walls in a room.” Metallic wallpapers have become hugely popular and can add a sophisticated sheen and create great visual interest for guests. When Muraspec supplied the bespoke wall coverings for the 186 guest rooms and 10 superior suites at the prestigious Steigenberger Hotel Herrenhoff in Vienna, it opted for the Siam from its Meteor Collection. Specified in a light cream – with a slightly textured emboss and a metallic shine – general manager Barbara Hammerschmid-Kovar was thrilled with the high calibre finish. She said: “The beautiful combination of the bronze and burgundy and the tailormade digital prints has injected a distinctive twist to the rooms at the Steigenberger Hotel Herrenhoff, which will be completely unique to us.” The company also recently unveiled a collection of new designs for spring including Foley – taking its inspiration from the forest – and Belmont, a classic textured and printed wall covering offering a smart, tailored linen look for those wanting a timeless and delicate interior scheme. With the trend for stripes still continuing, Muraspec has also extended the colour palette of the Louvre Stripe. Kate Kingston, managing director of interior design company Kingston Shaw, says that wallpaper is an excellent way to inject colour, texture and impact onto a blank canvas. She also adds that the company has recently seen a wider use of wall effects. She explains how they “can add a tremendous sense of depth if applied to a feature wall.” Armourcoat sculptural seamless wall surfaces were used to dramatic effect at 999 Ponce de Leon in Coral Gables.

May 2012

HOTEL Owner

Check out

49â&#x20AC;&#x2030;

Muraspec

Armourcoat

The Cotswold 88 Hotel

Working with Dallas-based Southwest Progressive Enterprises on the project, Luis O Revuelta recommended the Jet Stream design, which seamlessly wraps around corners to create a stunning interior, full of movement and graceful contours. The sculpted wall was finished in ArmourColor Perlata to add further colour and a subtle pearlescent effect. Armourcoat Sculptural walls are constructed from a series of pre-cast panels which are bonded to the substrate. The panel joints are then filled and sanded and a final decoration is applied to the surface. Sculptural designs are created by combining computeraided design with traditional hand sculpting, producing designs that fit together with total accuracy. Some of the designs are based on a single panel that creates a repeating pattern; others are made from a sequence of different panels that can be integrated together in many different ways to create totally unique, sculpted walls. The multiple panel designs make it possible to create non-repetitive seamless sculptural walls where the designs flow and change across the surface just as in nature. As a consequence, no two walls need ever be identical. Armourcoat Sculptural panels are mineral-based and incorporate up to 30 per cent post-consumer recycled content (depending on design), are non-toxic and are completely noncombustible. The panels are extremely dense and hard with a smooth ceramic-like surface. Today, any image or graphic can be used to create digital wallpaper and it is proving increasingly popular in new builds and contemporary interiors. The finished visual effect is striking and can be used to create a fun and stimulating point of interest or partition walls, walkways, and meeting and reception areas. Managing director of Signbox Mark Bartlett has seen his own company grow in response to this trend â&#x20AC;&#x201C; he and his team develop high quality, sustainable signs for a wide range of market sectors including

HOTEL Owner

May 2012

50 Check out

hotel and leisure. He says: “Our new division was formed to meet the rapidly rising demand for digitally printed environmental wallpaper. We invested a six-figure sum on a new Durst Omega 1 industrial jet printer. This is a quantum leap in large format print quality, producing truly stunning results.” If you are going to the time and trouble of creating feature walls in your hotel, then you won’t want to ruin the overall effect with cheap accessories. Focus SB electrical plates were used throughout the bedrooms and bathrooms of the 5-star Royal Garden Hotel in London. The Kensington hotel has been undergoing a refurbishment that has taken three years, with all public areas getting a facelift. More than 393 bedrooms and bathrooms have had plates installed from Focus SB’s Ambassador range with polished and satin stainless steel finishes. As well as the usual double sockets, shaver sockets with volume control were fitted in the bathrooms; bespoke plates including dimmers; switches and a night light were fitted next to the beds; and door entry card switches and 'do not disturb signs' were installed by the doors. Jonathan Lowrey, deputy manager of the Royal Garden Hotel, says that they have been more than happy with all

Signbox

aspects of working with Focus SB: “The quality of the plates themselves has been excellent and bearing in mind this project has been ongoing for three years, we have developed an excellent relationship with Focus SB,” he says. The Royal Garden Hotel was originally built in the 1800s under the name of the Palace Hotel, and then in the 1960s, as part of a Labour Government grant, it was demolished and completely rebuilt under the design of Colonel Richard Seiffert. After five years of construction the hotel re-opened in 1965 under the Royal Garden Hotel brand. Today, it is one of three partner hotels, the other two being the Goodwood Park and the York Hotel in Singapore. Roger Kemp, managing director of Focus SB, was proud to have been involved with the major refurbishment of such a prestigious hotel: “The Royal Garden Hotel is one of the finest in London and it is fantastic to know that Focus SB products have been specified throughout all of the rooms and bathrooms,” he says. “The hotel will be hosting some significant dignitaries over the celebrations this summer, and it is very pleasing to know that our electrical accessories have gone into transforming the hotel.”

Focus SB

Supplier listing Armourcoat Surface Finishes: www.armourcoat.com Focus SB: www.focus-sb.co.uk Muraspec: www.muraspec.com Signbox: www.signbox.co.uk

May 2012

HOTEL Owner