GREAT HOSPITALITY SHOW 2017 PREVIEW Hotel Business … · 2017-01-19 · Meet sports celebrities – Rub shoulders, have a chat and take home the autographs of Wasps rugby star players,

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Hotel BusinessJANUARY / FEBRUARY 2017

05 Q&A08 VIEW FROM THE TOP 12 GREAT HOSPITALITY

SHOW PREVIEW22 BIG INTERVIEW

THIS MONTH

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Wedding bellsPlanning the big day

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Spring clean Laundry innovations

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Entry systemsKeys, cards and codes

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Welcome to the January issue of Hotel Business

Editor@hotel_business

Visit our website at www.hotel-business.co.uk

LONDONCENTRIC

Steve Holland

The capitol accounts for half of all UK hotel investment transacted in 2016

I nvestment into the London hotel market accounted for just over 50% of all hotel transactions in 2016, according to international real estate

advisor Savills. Volumes transacted in London reached £2 billion, up on the 45.2% share of the market in 2015. Investment into the UK hotel market as a whole totalled £3.9 billion in 2016 as robust demand continues to drive activity in the sector.

The firm notes that resilient levels of demand resulted in the deal count exceeding 220 in 2016, above the 195 reported in 2015 and even ahead of previous peaks in 2006. Overall investment volumes were down from £8.1 billion in

2015, however both 2014 and 2015 were exceptional years due to portfolio activity, with the 2016 year end transaction volumes of £3.9 billion only 3.6% below the long term average.

Marie Hickey, commercial research director at Savills, comments: “We were always expecting 2016 volumes to be down due to lower portfolio activity. What is key is that deal count actually increased in 2016 proving investor demand and activity has remained strong across both the London and regional markets, in spite of the result of the EU referendum.”

Savills highlights that London’s increasing share of the market was helped

by a number of large lot size deals including the £350 million acquisition of the former War Office by the Hinduja Group and Obrascon Huarte Lain for hotel redevelopment and the £300 million purchase of the Hilton Double Tree Tower of London by Gulshan Bhatia.

Post the referendum vote London’s appeal to overseas investors has been aided by the favourable currency exchange with deal activity by international buyers doubling in the second half of the year with eight deals recorded post June as opposed to four in the first six months. In terms of market share, overseas investors were the most active in the sector accounting for 29.2% of 2016 transactions with volumes at £1.1 billion, according to Savills.

The year saw an increased level of activity from private individuals and property companies with transaction volumes by these groups increasing by 152% and 65% respectively.

Martin Rogers, head of UK hotel transactions at Savills, adds: “Hotels continue to be a favourable option for investors looking to the UK. Even in a post Brexit environment the UK, and in particular London, will continue to be attractive to visitors meaning that hotels will be in demand, and this offer of long term income will therefore make them attractive assets for investors.

“For private investors and high net worth individuals the smaller lot sizes found in the sector are an added draw. 2017 will see continued demand for both London and regional hotels and we expect demand from Far Eastern investors to increase. In addition, we expect that further single assets will come to the market as a result of the break-up of the portfolios purchased over the last few years.”

Although we’re already well into the new year, this is our first chance to wish you all the best for 2017.

This year we will begin reaping the whirlwind sown in 2016 and, as yet, no clear trends have emerged. Although the weak pound was expected to attract leisure tourists to the UK post-Brexit, the British Hospitality Association Travel Monitor noted that leisure travel numbers were down considerably – 450,000 fewer passengers – compared to 2015, whilst outbound holiday passenger numbers are up. The overall UK holiday spend by overseas visitors is down 10% compared to the same year-to-date numbers for 2015.

With outward bound passenger numbers up, could this mean a slowdown in the staycation market? It is certainly a worrying trend if continued as 4 out of 5 business in the hospitality sector are SMEs and the hospitality and tourism industry employs 4½ million people.






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The latest headlines from the industryNEWS

“The majority of our respondents believe, if hotels are proactive in their response to this threat, it

need only to be moderate”

When immigration minister Robert Goodwill told peers that “In April this year we are bringing in the immigration skills charge for non-EEA skilled workers … and it has been suggested to us that could be applied to the EU,” there was an immediate backlash from the industry.

Tim Rumney, Vice Chair of the Lake District Hotels Association (LDHA), said, “A £1,000 fee for European workers will be a devastating blow to the hospitality industry.

“Enforcing this fee will be nothing short of devastating for the hospitality industry, an industry that contributes around £143 billion to the UK economy and provides employment for an estimated 4.6 million people. Several of our member hotels employ European workers, many of whom have worked their way up through the ranks to management positions and built careers for themselves here and are now fearing for the future of their jobs. We are already struggling to fill positions from food and beverage service right up to heads of department because of an absence of good applicants.

“This policy would pull the rug out from under our ability to employ quality staff from overseas and add even more cost and red tape into our industry. We are already witnessing fears among our member hotels, which are losing members of staff because of Brexit concerns. This can only worsen if further financial strain is put on hoteliers employing EU workers.

“Over the past year, our industry seems to have been disproportionately affected by Government legislation. Add to this the inevitable job losses that will come as a result of this fee and it puts hoteliers in an extremely difficult position. What we now need to see is some form of clarity and reassurance on how Brexit will affect European workers in the UK.”

Within hours, a spokesman for Theresa May addressed the furore Goodwill’s remarks had caused, saying, “At no point did he say it’s on the agenda. And it is not on the Government’s agenda.”

Make SPATEX 2017 your business! SPATEX 2017, the UK’s leading pool, hot tub, spa and sauna Exhibition is THE event of the year for all involved in the provision of water leisure facilities. Whether you’re looking to upgrade existing facilities or thinking of dipping your toe in the water for the first time, make a date with the special 21st anniversary edition: Tuesday January 31st to Thursday February 2nd at the Ericsson Exhibition Hall, Ricoh Arena, Coventry.

The UK’s shop window: See 2017’s abundance of new commercial products and innovations, from around the world, for the first time at SPATEX and take advantage of the generous Show discounts and special offers. With over a hundred exhibitors, including all the major manufacturers and distributors, all aspects of wet leisure are covered from saunas and steam rooms to swimming pools, spas and hot tubs.

Sharpen your skill set with SPATEX’s double programme of

champion Jack Laugher MBE will be on the CPC stand (F2) on both the Tuesday and Wednesday to chat and sign autographs.

Meet the experts and network – SPATEX brings together numerous experts from esteemed Industry bodies, such the Pool Water Treatment Advisory Group (PWTAG) and Institute of Swimming Pool Engineers (ISPE). Join them and all our other exhibitors and visitors for free drinks, food and music at SPATEX’s 21st anniversary networking party on Wednesday February 1st at 5pm in the Ricoh Arena’s Clubhouse.

Visitor registration is free and simple at www.spatex.co.uk

We look forward to welcoming you to SPATEX 2017 at the Ericsson Exhibition Hall, Ricoh Arena, Coventry CV6 6GE. Over 2,000 free on-site car parking spaces. For further information, please e-mail Michele ([email protected]) or Helen ([email protected]) at the SPATEX office, or telephone 01264 358558

seminars and workshops on all three days – there’s no greater source of free Industry education and training in wet leisure in the UK. An impressive line-up of experts tackle a whole variety of topics relating to the commercial sector e.g. the latest guidance on Legionnaires’ disease and cryptosporidium on Wednesday February 1st in Arena one at 10.15. Further details can be found at www.spatex.co.uk. Attendees receive CPD points and certificates of attendance.

Meet sports celebrities – Rub shoulders, have a chat and take home the autographs of Wasps rugby star players, Guy Thompson and Matt Symons, who will be making a celebrity appearance outside Arena 2 from 2pm–3:30pm on Tues 31st where Wasps Rugby Club Deputy Chairman, Nick Eastwood is giving a talk on Increasing Your Profitability – maximising leisure facilities and building a brand: the Wasps story. For fans of Team GB swimming and diving - Olympic Gold diving

Fee for European workers condemned

Escaping the OTA threatProactive hotel owners will escape OTA threat, Travel Technology Europe research suggestsTravel Technology Europe research suggests hotels with a proactive approach to gaining customers may escape threat from online travel agents (OTAs). 57% of technology buyers believe OTAs present a moderate threat to non-proactive hoteliers. A further 14% believe the current threat to hoteliers from OTAs is very serious but will lessen in the future.

David Chapple, event director, Travel Technology Europe, commented: “As part of our development as an event, we aim to identify future issues and upcoming trends across the travel tech industry to ensure we can help buyers understand, tackle and benefit from these challenges and opportunities.

“The threat to the hotel industry from OTAs has been well documented but the majority of our respondents (57%) believe, if hotels are proactive in their response to this threat, it need only to be moderate. However, 100% of survey respondents agree there is a threat of some level - whether moderate or serious – and this is why we are addressing this topic in our hospitality conference stream.”

Travel Technology Europe features a Hospitality Tech Showcase featuring more than 30 suppliers of innovative hotel technology and its conference

programme has a hospitality stream covering how technology can help overtake OTAs, the future of payment, channel management systems and successes and failures of guest facing tech.

Online registration is now open for Travel Technology Europe, which takes place 22-23 February 2017 at Olympia London. Visit www.traveltechnologyeurope.com/register to apply for a free visitor pass.

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Hotel Business

The Discerning Collection is a privately owned, specialist tour operator offering an exclusive, hand-picked selection of hotels, villas, riads and gulets across Europe. The company officially launched back in 2011 with founder & CEO Nick Wrightman wanting to build the UK’s most successful boutique tour operation. Nick has lived and breathed travel his entire life, starting out as a graduate trainee at Thomson Holidays before setting up the renowned Tapestry Holidays.

What sets The Discerning Collection apart?We pride ourselves on our professional, friendly service and although all specialist travel companies wax lyrical about this, we truly believe that we offer an exceptional, dedicated personal approach to booking our clients holidays. We care greatly about our guests and receive a large amount of business via word-of-mouth which we hope is a solid reflection on service levels provided. We have the flexibility to offer regional departures, book specific hotel rooms and we know our product inside out, with all properties having been visited by our staff. As well as being ATOL protected, we’re very proud to have gone one step further to offer our guests a ‘Trust Account’ which gives

Q&ANick Wrightman, Managing Director: The Discerning Collection

even more protection when booking their holiday.

What have been your best performing destinations and hotels for 2016?Despite the negative publicity, Turkey has been by far Discerning Collection’s best destination with the Likya Residence and Spa in Kalkan retaining its number 1 spot.

What are your travel trend predications for 2017?A. Despite the negative press, Turkey has a lot to offer tourists and I believe it will still be our best-selling destination for 2017. In terms of what’s new, I am really excited to be launching our new Luxury Yacht Portfolio for 2017. The yachts will be based in Corfu and the fleet currently consists of the 57’ Jeannous, the 65’ Argentous as well as the super-sleek catamaran, Aurous. We will also be launching our new Montenegro programme for 2017 and will feature the Forza Mare, Aman Sveti Stefan and Hotel Budva among others. Montenegro is steeped in history and combined with Croatia we will be able to offer guests beautiful twin centre stays.

We are also hoping to roll out a skiing product in December 2017 which will effectively be our very first genuine winter product. It’s something our clients have been requesting for a number of years so it will be great to be able to deliver on this.

Has the recent drop in the pound and Brexit had any noticeable effect on your business?Not that we’ve notice…yet. Our clients seem to be very resilient and their travel plans don’t seem to be greatly affected by the current uncertainty and market fluctuations.

Please can you share with us some of your top travel tips?Although I may be stating the obvious I recommend always using daytime flights. These days flights are often delayed and it’s so much better to arrive in resort earlier rather than later. Also, before booking a holiday, always seek out reviews that are genuine. Our Feefo review platform elicits reviews only from our customers, its live and authentic. Finally, always use a specialist who knows the product inside out so you can guarantee an enjoyable stay, without any of the bad surprises.

Following on from the bestselling Micro Terry Bath Robes Majestic are once again pioneering the way in latest innovations with the launch of the Micro Terry Sarong. The advanced dual layer fabric is woven as a single material for superior comfort and durability. The outer material is a luxurious, super soft Micro Fleece whilst the inner material exhibits unbeatable absorbency carrying damp away from guest’s skin. The inner fabric also retains its look and feel due to the unique snag free properties, and shrinkage rates are well below the industry average for a cotton version at just 2% (providing washing instructions are followed). Majestic works closely with luxury hotels and spas to ensure their products exceed the rigorous requirements of a successful business, retaining their exemplary shape and feel through a long life span. Financial considerations are always at the forefront of product development; by switching to using Majestic’s robes, towels and sarongs a business can make energy savings of between 60-75%. The Micro Terry’s advanced fabric design gives superior drying times, being up to 35% faster than towelling and velour alternatives, and allows for reduced washing/drying temperatures as low as 30 degrees for added energy savings.

This versatile, staple garment can be offered as an alternative to bath robes for clients that desire a cooler, lighter weight option.

Available in white and grey, sizes are standard and extra-large to suit all guest requirements.

Further information: 0121 7720936; www.majestictowels.co.uk

All wrapped up

Securiclip Hotel Hangers of Littleborough have introduced a UK produced clear acrylic version of their Standard Model hanger, an addition to their light oak and charcoal shade “synthetic wood“ options. At 230g the fully contoured acrylic hanger is at least half the weight again of the wooden and plastic hangers typically offered on the hospitality market.

The snap lock Securiclips are designed not only for ease of installation on the rails but with their 4cm width they ensure that clothes – especially those made from delicate fabrics – are not crushed together, deterring creasing and marking. An additional benefit for guests is that, because of the clip width, hangers glide freely so that hanging up and choosing clothes is simple and agreeable, particularly with the front-loading feature.

A particular advantage of the hanger design is the ability to print logos, and with the ante-theft feature this without the inevitability that they will otherwise become collectibles on Web auction sites!

The company supplies samples without charge so hotels can judge the quality, suitability and value of Securiclip Hangers for this “poor relation” yet key room amenity. The details of the choice available, including prices, is shown on the website and the full range will be displayed at the Lakes Hospitality Show and on a distributor stand at Internorga in Hamburg, both in March.

Further information: 01706 373313; www.securiclip.co.uk

Securiclip Hotel Hangers

Agrippa fire door holders have been installed throughout Citadines Prestige Trafalgar Square, a luxury serviced Apart’hotel. The holders will ease access throughout the building, while protecting guests and staff in case of a fire emergency.

This recently refurbished luxury development of 187 contemporary, air-conditioned apartments offers guests sophisticated, serviced luxury close to many of the capital’s major attractions.

55 wire-free Agrippa fire door holders have been installed throughout the building to allow fire doors to be held open for ease of access, releasing them in the event of a fire alarm sounding, to prevent the spread of fire and smoke.

Wire-free protectionAgrippa wire-free fire door holders installed in luxury apartments

Geofire’s advanced digital technology enables the Agrippa door holders to uniquely ‘listen and learn’ the sound of a specific fire alarm. This ensures the holder’s releasing trigger reacts only to the precise sound of the fire alarm rather than loud noises, so false activations are eliminated.

Citadines Prestige Trafalgar Square comments that it is very happy with the Agrippa door holder, “It is simple, compact and easy to fit. It has been very effective in solving our problem of obstructive fire doors, in turn this has helped us achieve a more positive experience for our guests. We are also very pleased with the service we have received.”Further information: [email protected]

PROPERTY NEWS

Montcalm Royal London House’s exclusive event spaces to open in early 2017Montcalm Royal London House’s highly-anticipated meeting and event facilities and stunning 9th floor private suites will open in early 2017. Situated just moments from Liverpool Street station and close to Shoreditch, the hotel’s stylish, state-of-the-art conference and banqueting spaces are the first in the UK to offer 10GB bandwidth capacity on demand, ensuring its agility to cope with peaks in network usage and making it ideal for business conferences and corporate banqueting.

Equally, the hotel’s exquisite décor and five star facilities also make it a must-view for wedding receptions, and perfect for meetings, banquets, receptions and corporate events as well as private parties and other landmark personal celebrations.

The opening of the conference and banqueting facilities marks phase 2 of the 253-bedroom hotel’s launch - a remarkable transformation of an imposing mid-century office building into a stylish five star property with uniquely striking views of London’s skyline.


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DoubleTree by Hilton opens new hotel in Kingston upon ThamesDoubleTree by Hilton recently announced the opening of DoubleTree by Hilton Kingston upon Thames, located in the centre of the popular riverside town. The upscale hotel joins 72 DoubleTree by Hilton properties open across Europe and is the first Hilton-branded property in the Kingston market.

Boasting 146 modern guest rooms and suites, the hotel caters to the growing demand for upscale accommodation sought by the city’s diverse set of travellers. The stylish property, managed by Interstate Europe Hotels & Resorts and asset managed by EQ Hotels Ltd, offers close proximity to a number of top attractions, with central London only a short train ride away.

Iconic Windermere hotel undergoes £16m redevelopmentLow Wood Bay Resort & Spa is set for a brand-new look in 2017 with a major refurbishment and new build. English Lakes Hotels Resorts & Venues are set to establish a world-class resort in the Lake District, the idyllic lakeside destination closes its doors this week as work begins on the £16 million transformation, which will be unveiled from April when the hotel reopens its doors.

The multi-million pound project will see the existing historic property completely renovated, with a full upgrade and refurbishment of all existing rooms, new outdoor leisure facilities, along with a stunning Atrium, world class spa, and an additional new restaurant concept, “Blue Smoke”. Later in the summer a new building will open with a further 32 suites and studio rooms including its own club lounge and roof garden.

The hotel, which enjoys a fantastic waterfront setting looking out onto Windermere, will reopen in April 2017, once the first phase of the renovation is complete.

Dumfries hotel bought by expanding operatorCarrutherstown’s Hetland Hall Hotel has been bought by RAD Hotels Group, which currently operates four other hotels in Scotland, and is keen to expand in the region.

Set in 18 acres of private grounds, the 30-bed hotel is an attractive country house hotel specialising in providing a bespoke wedding service as well as being a popular venue for local residents.

Stuart Drysdale, Associate Director at Christie & Co, who are handling the sale, says, “Hetland Hall Hotel presented a superb opportunity to develop an existing wedding and conference venue in a rural setting benefiting from excellent transport links.

“The previous owner, Lady Glen Hotels, has made a strategic sale in order to concentrate on its two existing central region properties. RAD Hotel Group has taken advantage of this as they are keen to expand their portfolio across Scotland with well-positioned hotels, generally focussing on the wedding market. Hetland Hall will now be refurbished and continue with its excellent reputation as a wedding venue.”

Manorview Group makes a Star acquisitionThe Star & Garter Hotel in Linlithgow, affectionately known to locals as, ‘The Star’ has become the latest addition to the Manorview family. The iconic hotel has been the heart of the historic West Lothian town for more than 250 years but a fire in 2010 left it a dilapidated shell.

After lying derelict for more than two years, local businessmen, Ross Wilkie and David Kennedy, restored the building and The Star & Garter reopened its doors in 2013. Ross, David and fellow director John Ward, agreed to sell the business, following an approach from Manorview, in order to see the hotel developed to its full potential under new owners. The stately, three storey, Georgian mansion currently boasts five bedrooms, bar, restaurant, function room, coffee shop and courtyard and it remains home to Krafty Brew.

The Manorview Hotel & Leisure Group have a portfolio of eight boutique hotels. The group, who have a reputation for identifying, developing and enhancing classic properties, are confident that they can make the Star really shine.

BTC UK buys Bow Street Magistrates CourtBTC UK today announced the purchase of Bow Street Magistrates Court in Covent Garden from Austrian hoteliers, Rudolf and Christian Ploberger.

The London-headquartered holdings and investment firm will convert the Grade II-listed, 90,000 sq ft building into one of the leading luxury boutique hotels in the Capital. The completed cost of the acquisition and development is set to exceed £125m.

Bow Street Magistrates Court, built in 1881, is famous worldwide as the home of the Bow Street Runners. In the heart of Covent Garden, directly opposite The Royal Opera House, the rare freehold island site is in an ideal location for business guests and leisure travellers.

Mehdi Ghalaie, Manging Director at BTC UK, commented: “We will be engaging with English Heritage, Westminster City Council and the Metropolitan Police in our planning process to maintain the building’s illustrious legal heritage and history and to ensure that the traditions and spirit of Bow Street are preserved.”

MAKING A MOVE






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Apex appoints General Manager for new Bath hotelApex Hotels has announced the appointment of Tim O’Sullivan as the general manager of its new 177- bedroom City of Bath Hotel.

Irish-born Tim brings with him more than 20 years’ experience in the hotel industry and will lead the Summer-2017 opening of the four-star premises on the corner of James Street West. Tim has latterly held Regional Operations Manager roles across the Premier Inn chain in the Midlands and Home Counties. He most recently led a team of 21 general managers and throughout his career has been passionate about building great teams that deliver the best possible hotel experience.

He said: “I am not only looking forward to working for such a progressive hotel group, but also relishing the opportunity to lead a team that gives Bath its only city centre conference space. Apex is extremely proud to be delivering an excellent hotel, worthy of a World Heritage City, while also spearheading a unique city centre conference and events venue.”

Grace Hotels Appoints Group HR Director Grace Hotels has announced the appointment of Tim Williams as Group HR Director. The investment in leadership supports the significant expansion programme at privately-owned Grace Hotels, which currently has fifteen luxury boutique hotels open, or under development, across four continents.

Tim Williams takes up the newly-created global role of Group HR Director, based in London, to oversee the growing team of passionate colleagues. Joining from the Aman Group, Tim was Head of Human Resources responsible for all people-related matters of the group of 31 luxury hotels and 9,000 employees in 25 countries. Tim brings 25 years of international experience in his field, with over a decade at Accenture before assuming roles in Asia Pacific at Le Méridien Hotels & Resorts followed by Minor International.

Ashdown Park Hotel welcomes new event coordinatorLuxury East Sussex venue Ashdown Park Hotel & Country Club has welcomed a new team member to its in-house events department. The appointment of event coordinator Karyn Claxton strengthens the hotel’s six-strong team and marks the ambition of the hotel’s corporate and leisure events moving forward.

Karyn, whose career began in marketing & PR, joins Ashdown Park from Storrs Hall on Lake Windermere, where she held the role of senior wedding and events coordinator. Karyn’s new role at Ashdown Park will involve

supporting the organisation and management of all the corporate, private and wedding events held at the luxury venue.

“When relocating to Sussex I knew I wanted to be somewhere with lovely people and stunning surroundings and Ashdown Park ticks both of these boxes,” says Karyn. “This is an amazing venue which has been the backdrop of many special events and it’s great to be a part of such a talented team at a beautiful venue.”

HRS appoints Andy Besent as new MD in the UKAndy Besent joins the HRS London office as Managing Director (UK and Ireland) and will head the team and activities of HRS in the market. As former Sales Director at Travelodge and with previous senior sales roles at InterContinental Hotels Groups and Guoman & Thistle Hotels, Andy Besent brings more than 20 years of experience in sales and a proven track record in the hospitality industry into the new role.

Talking about his new appointment, Andy commented: “HRS has a great track record in the industry and keeps innovating to bring new solutions to the travel management. I am excited to be joining the company and looking forward to carrying on the great work that has been achieved to date, along with creating new opportunities to continue the growth path of HRS in the UK.”

The Grand Brighton strengthens management teamThe iconic seafront hotel has recently made two senior appointments: Riaan Stiglingh to Director of Operations and Travis Powell as Food and Beverage Manager.

Stiglingh brings a wealth of experience to the role, having started his career in the National Defense Force in South Africa before working as a Geologist at Anglo Gold. Since moving to the UK, he has developed a strong hospitality background, having worked at Hilton Hotels since 2009 in a variety of roles, including his most recent role as Director of Operations.

Powell begun his career in the hospitality industry at Langshott Manor Hotel in 2009 as a Commis Waiter before rising through the ranks to his most recent position as Operations Manager.

As The Grand Brighton’s new Food and Beverage Manager, he will work closely with executive head chef and seafood expert, Alan White, to proactively increase revenue and customer satisfaction levels across The Grand Brighton’s food and beverage facilities including: Double AA rosette winning, GB1 seafood restaurant; and the recently refurbished Victoria Terrace, Lounge and Bar.

Jermyn Street Design has created a range of more than 50 different uniform items for Center Parcs’ 7,500 employees at all five UK Villages.

Ann Hatcher, Category Buyer for Center Parcs, comments: “JSD has skilfully captured the ethos of Center Parcs and the uniform that they have created for us clearly reflects the essence of the brand.”

The use of colour was integral to the success of the new uniform. “Center Parcs wanted an original palette – colours they had never had before,” explains JSD designer, Christina Burke. “We wanted to explore warmer tones to work within the forest settings. Their ultimate choice was a palette of all the berry colours, together with fragrant lavender offset by woodland greens.”

Because Center Parcs staff work both indoors and outdoors,

Center Parcs uniforms take inspiration from the forestall year round, JSD created layered effects to offer warmth and protection. Each of the Center Parcs restaurants were given distinct new looks: waistcoats and smart shirts for the more formal restaurants, through to polo shirts and aprons for casual dining.

For uniforms for the Aqua Sana spa staff, JSD used their years of experience creating uniforms for beauty brands such as Givenchy and Decléor, and created a fabric that looks like natural fibre but is easy care and requires no ironing.

Ann Hatcher concludes: “JSD met the challenge of providing uniforms to a diverse range of teams at Center Parcs. Our employees love their uniforms, from the tailored suits to casual polo shirts; the innovative spa uniforms and the vibrant

lifeguards’ outfits. It is vital for the uniforms to stand out, and for guests to be able to identify staff in many different environments at a glance.”Further information: www.jsd.co.uk

In a recent research report, laundry provider CLEAN polled 1,000 UK hotel guests in order to understand what makes them smile in the bedroom and what generates a big thumbs up during their stay.

Just over 89% of respondents desired pillows and a quilt with good bounce and were partial to a crisp laundered sheet while the cosiness of a fluffy towelling robe and slippers was a particularly popular extra with 34% of people opting for the snuggly additions in their room on arrival as the extra they would enjoy the most.

Added extras such as chocolates on pillows proved not to be overly popular with just 11% welcoming the sweet treat while one in three guests

were eager to see complimentary toiletries in their room.

When asked what would make them rethink a return visit, 89% were put off by badly made beds and dated linen. Unsurprisingly, almost three quarters of people rated ‘cleanliness in all areas’ as a top factor when looking for a great hotel room experience, closely followed by clean, crisp and freshly pressed bed linen which was a top factor for more than half of respondents.

Interestingly, when it comes to a good night’s sleep, just over half of respondents favoured a quiet and peaceful room as a key factor to an enjoyable night’s stay with a clean and plush bed to dive into getting the top vote with 60% rating it as the winning element to a sound slumber. Just 38% felt that having in-room temperature controls was a priority.

A nation known for its hospitality, the survey revealed that UK consumers still value seamless service and a warm welcome above all else when it comes to their views of a luxury hotel with a third rating this the top factor. Just 14% of people preferred a bedroom that is modern and laden with technology and just one in 10 felt that a turn-down service played a vital part in the experience when looking for an ideal hotel snooze.Further information: www.cleanservices.co.uk






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VIEW FROM THE TOPWill Glenn, General Manager, Holiday Inn Express St AlbansHow long have you been in your current position and what was your first job in hospitality?I’ve been a general manager now for two years. I took a job as a night porter while studying French and Business at Ulster University and found I really enjoyed working within a hotel environment. I decided to leave university and take up the role of an assistant manager of guest services, within a Redefine|BDL Hotels property and since then I have not looked back.

What have your career highlights been?Through hard work and dedication, at age 26 I became the youngest general manager within the Redefine|BDL Hotels division - an accolade, which I am extremely proud of!

What challenges do you face in your working day?Consistently meeting and surpassing customer expectations when they stay at our property. Also, constantly remaining at the forefront of the hospitality industry by being innovative in everything we do to attract and maintain customer loyalty.

What’s your favourite role?Getting away from my desk and being able to meet and chat with guests and corporate

clients. I’m a real people person and enjoy meeting customers from all walks of life. It’s also really important to spend time with the team to chat through the week, discuss operations and all aspects of the hotel.

What has been the most important lesson learnt so far?Being open minded! You have to be in this job, working with a huge range of people either as part of the team or meeting customers who come through the door. Every guest is different, but expects a certain standard and experience when staying at a property. Also grabbing every opportunity I can to develop my skill set through training and learning on the job. I have been very fortunate in my career to work for a company who supports my own development.

What are your future plans?Continue my development and progression as a GM. Every day is an opportunity to learn a new aspect of the business and I like to sit down with members of staff to see exactly what they are doing and if there is any way in which we can improve. I would also like to take on a general manager role within a full service department, looking after both established and new properties within the Redefine|BDL Hotels portfolio.

DIARY DATES22-25 January 2017

January Furniture ShowNEC Birmingham

23-25 January 2017

The Great Hospitality

Show 2017NEL Birmingham

31 January-2 February 2017

SPATEX 2017Ricoh Arena, Coventry

22-23 February 2017

Travel Technology Europe

Olympia Grand, London

22-23 February 2017

Casual Dining 2017

Business Design Centre, London

7-9 March 2017

Ecobuild 2017

ExCel London

14-15 March 2017The Hotel Catering & Retail ShowBournemouth International Centre

19-22 March 2017International Food and Drink EventExCel London

22-23 March 2017British Tourism & Travel ShowNEC Birmingham

Seamless integrationWelcome Systems announces integration with BookingSuite’s RateManagerWelcome Systems Ltd is the first UK hospitality booking software company to partner with BookingSuite, a unit of Booking.com dedicated to supplying accommodation providers with smart services and tools to deliver enhanced guest experiences.

The result is a seamless integration between ‘Welcome Anywhere’ and BookingSuite’s RateManager tool. Launching on January 9th 2017, the new service will help hoteliers manage their pricing with instant rate recommendations, saving valuable time and money and increasing both revenue and occupancy.

Welcome System’s Managing Director, John Jones, explains: “Welcome Anywhere is a zero-commission hotel booking system for hoteliers who need to make smart decisions on room-pricing and require a flexible rate strategy that takes their competition into account and delivers profitable room tariffs.

“The advantage of our new partnership with BookingSuite is that their RateManager tool automatically assesses and recommends the best rates for hotel rooms, and predicts occupancy up to 360 days in advance.”

BookingSuite’s RateManager is now directly integrated within Welcome Anywhere so that any pricing changes recommended by the tool can be automatically communicated and updated. This means no duplication of effort is needed for hoteliers to benefit from the recommendations offered by the tool.

Jones continues: “Welcome Anywhere users are now able to increase their competitiveness and automatically flex their pricing based on RateManager recommendations so that guests will always receive the best deal and hotels maximise their bookings on a 24/7 basis.

“Our test partners love the new feature and have already recouped the cost of their BookingSuite RateManager subscription during trials. We’re expecting huge demand for the system on its launch.”

Welcome Anywhere Plus will offer the two-way interface to the BookingSuite RateManager module from January 9th 2017. For further details, register your interest at http://welcome-anywhere.co.uk/bookingsuite/

What did you want to be when you were younger?I wanted to be a crime scene investigator. I even spent a year at university in Newcastle studying forensic science and criminology. However, the thought of being cooped up in a lab and dealing more with the dead than the living quickly made me change career paths.

How would you describe yourself in three words?Passionate, loyal and adventurous

If you weren’t an hotelier, what would you be doing?I would still be involved in the industry in some capacity, perhaps as a travel blogger. It would be interesting and insightful to travel to far flung destinations reviewing hotels. Getting paid to do so would be even better!

What do people really, really want


santander

INDUSTRY INSIGHT Q&AS tephen Welch is a Director

in Santander’s Hotels & Leisure team. He started his banking career in 1983 and

since the mid-1990s has focused on Real Estate and Hotel Finance. From 2007 he has worked exclusively on business development and managing customer relationships in the Hotel Sector. He joined Santander Corporate & Commercial in 2010 and helped to establish the Bank’s specialist Hotels & Leisure team in 2012. The team has grown from 2 to 12 staff since 2012 and significantly increased the Bank’s business in the sector. Stephen gives his insights below.

What do you find most challenging about your job?Banking has become more complicated and more closely regulated over recent years, but the main challenge remains finding the best way to meet customers’ financing and banking needs.

What challenges will the sector face in 2017?The sector faces a number of challenges in 2017. In London, one factor is the increase in supply and this is already impacting on Revenue Per Available Room (‘RevPAR’). London’s RevPAR fell 3.1% for October Year to Date, mainly due to reduced occupancy (-2.2%). A further 8,000 hotel rooms are due to come on stream in London in 2017, which is close to 6.7% growth in existing supply. Regionally another 11,500 hotel rooms are in the pipeline for this year, equating to 2.7% supply growth.

Besides supply pressures businesses face cost pressures from the National Living Wage, Work Place Pensions and Rating Revaluation. Hopefully Sterling’s devaluation and growth in inbound tourism will act to boost demand in the sector, but higher costs will be a major challenge.

UK interest rates remain lower than they were 12 months ago but the consensus is that rates are heading upwards. Most businesses that we see are not over geared and have healthy interest and debt service cover. As rates rise, owners need to consider their interest costs and their ability to manage higher interest expense, although I don’t see this as a major risk factor for 2017 given current swap rates.

How does Santander look to support the hotel sector? Santander has well in excess of £1.5bn invested in the sector and we are well aware that hotels are trading businesses with operational risk and variable profitability over the year and across the economic cycle. We feel that we have a wealth of experience and good understanding of the sector.

We provide substantial senior debt and full banking facilities, demonstrating our strong commitment to the sector. We continue to target and win quality new business across the breadth of the sector: London and regional, branded and unbranded, budget to luxury, with owner-operators, franchisees and also for hotels operating under management agreements. Typically our larger customers are managed by the specialist Hotels & Leisure team based in London with smaller relationships managed regionally by colleagues based in Santander’s local Corporate Banking Centres. We focus on building strong relationships with our loyal customers.

Whilst most of our lending is focused on trading businesses (acquisitions and refinancing) and for capex or working capital

facilities, we will work with businesses to find the best solutions for them. Selectively we also provide development finance for conversions and new build hotel projects.

What impact do you think Brexit will have on the industry? Besides the effect on Sterling, the Referendum vote has increased economic uncertainty and made hotel budgeting even more of an art than a science. Specifically there is some concern around restrictions on freedom of movement, which is important given the number of EU workers in the hotel industry. In London, for example, some 70% of those working in the hospitality sector are EU migrants. Potential changes to migration rules represent a significant operational risk factor for the sector.

Have you noticed any hospitality trends emerging in 2016 and will they continue this year?One longer term trend has been the relentless march of brands into the hotel sector, such as Hilton, Holiday Inn and Premier Inn. These brands are taking a greater market share of room nights at the expense of unbranded hotels. At the same time new entrants are challenging the older, more established hotel companies. Amongst others, newer groups such as Citizen M, Motel One, Tune, Moxy, Z Hotels and easyHotels are all challenging the status quo.

The trend towards brands is likely to continue, although there will be more and more brands in a crowded marketplace. Whether hotels are branded or unbranded the market is very competitive and, besides location and price, hoteliers need to compete with high quality product and service to gain competitive advantage.

The use of digital technology is also changing the marketplace. Online Travel Agents such as Booking.com have a huge market clout and look here to stay. Airbnb also continues to provide another source of overnight accommodation, albeit without the wider services and hospitality of a traditional hotel. More bookings are likely to be made via mobile apps, which will provide hoteliers with an opportunity to challenge the larger hotel groups.

Larger hotel groups are introducing new brands, such as Hilton’s Curio and Canopy brands, or IHG’s Kimpton Hotels. All hoteliers need to focus on who their target customers are and what they are really seeking from a hotel. That might mean remaining independent or boutique, considering a marketing consortium, taking on a franchise from a brand owner or rebranding. There are a variety of solutions available.

How do you see the future for the hotel industry?The Hospitality & Tourism sector is the 4th largest employer in the UK with 10% of the workforce employed in 180,000 businesses, including hotels, restaurants and visitor attractions. It is a very important part of the UK economy. I see a strong future for the hotel industry driven by stable, high inbound visitor numbers to the UK as well as more demand for short leisure breaks. However, as Corporate demand tends to track GDP, the lower GDP forecasts could therefore mean a slowdown in this area. Santander recognises these challenges and works with its customers to tailor facilities to business cash flows.

Girbau UK has launched Agua Smart, its complete new professional wet cleaning system. A green alternative to the traditional dry cleaning process, Agua Smart comprises all the equipment a hotel laundry needs to start a guest wet cleaning service including washers, dryers and finishing equipment.

“There is a growing desire to offer guests more environmentally-sensitive cleaning options and wet cleaning offers better quality cleaning of water-soluble stains and odours. It is ideal for all articles that are normally dry cleaned,” says Jo Emmerson, marketing manager at Girbau UK.

Girbau’s 6 Series washers and ED Series dryers have a full range of wet cleaning and laundry programs, so the same machines can be used both for wet cleaning and general hotel laundry.

The new Agua Smart system also comprises a full range of award-winning detergents from Ideal and finishing equipment such as treatment tables, steam generators, presses and garment formers.

A new wet cleaning demonstration and training centre called ‘The Washeteria’ opens this month at Ideal Manufacturing in Northamptonshire. Here visitors can try all the equipment, process sample garments and receive expert guidance on the Agua Smart system.

Further information: 01462 427780; [email protected]; www.girbau.co.uk






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housekeeping

What’s best when it comes to laundry?

Outsourceor in-house?

Spring is just around the corner and your thoughts should be turning to the big Spring Clean and asking yourself, “Are there advantages to outsourcing your laundry needs and how do you go about finding the best laundry service for your requirements? Or are there big advantages to keeping your laundry in-house? What

equipment do you need and how much will that cost to set up and maintain? How much training will staff require?”

Alternatively, is there an innovative way to combine the two?






D16 - CARD CUTTERS_HOTEL 04/10/2016 17:20 Page 1

Girbau Agua Smart System introduces wet cleaning for hoteliersThere are many advantages

to adopting in-house laundry processes including quality control, environmental factors, costs and flexibility. With advancements in technology it is now possible to buy machines that are practical, robust and completely functional. Being in control of laundry processing schedules allows for far greater flexibility in turnaround times and adjustments needed in line with business requirements. Outsourcing laundry services can also often be false economy, the charges might appear attractive but often cleaning processes on a mass scale use harsh chemicals, which quickly degrade fabrics in towels and robes, drastically reducing their longevity. This results in

… suggested by Abbas Vawda, MD of Majestic Towels

a necessity to increase the purchasing of towels and robes to replace damaged ones.

Whilst washing/drying machine drum sizes are now much larger there are also other ways to make in-house laundry processes the practical solution. Replace heavy towelling robes with lighter weight Micro Terry options, these can produce energy savings of between 60-75%, they are 35% faster drying than 100% Cotton towelling fabrics and have a very low shrinkage rate of less than 2%. This fabric can also be washed and dried at 30 degrees in far less time making it the preferred choice for environmental concerns and financial budget considerations.

In-house advantages






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housekeeping

London’s 5-star Marriott Grosvenor Square Hotel is both luxurious and superbly located within easy distance of Oxford Street, Green Park and Hyde Park. It has a total of 237 rooms many of which have beautiful views over the famous Grosvenor Square. While all the bed linen and table linen is sent out for laundering, a substantial in-house laundry handles all the towels and bathrobes. Armstrong Commercial Laundry Systems, who have been suppliers to the hotel for a long time, recently replaced the washers with three Primus FS55 washers, each of which has a capacity of 55kg.

The laundry is staffed full time, seven days a week. Kevin Sims, director of engineering at the hotel, said, “You’d be surprised how much laundry a hotel of this

Armstrong replace washers at Marriott hotel

size creates – even though we’re only doing the terry work in-house. Needless to say, for a hotel of our reputation, the quality of the wash is paramount. We are very pleased with the new washers, as we have been with Armstrong’s previous machines, and with their service.”

The Primus FS55 is a free standing high-spin machine featuring a large door opening for easy loading and unloading, full microprocessor control and PowerWash® perforated lifting ribs giving increased mechanical action and lower water consumption. 33kg and 40kg machines are available in the same range.

Further information: 01635 263410; [email protected]; www.armstronglaundry.com

Established in 1926, Forbes Professional is a family company that delivers commercial laundry solutions with a comprehensive service backup, and the security of a long-established business. Our large network of service depots and field engineers enables us to always deliver a friendly local service, on a national basis.

Hotel operators with multi-site locations truly benefit from our nationwide structure as it facilitates a consistent standard of service, with a reliably quick engineer response. Forbes’ head office operates a centralised system for payments and customer service, which means that clients have the simplicity of one point of contact for all account management.

Proud to be partnered with both Miele and Primus, our wide range of commercial laundry and dishwashing appliances enables us to provide a solution for any budget or environmental requirement. We have a solid understanding of the hotel sector laundry requirements, and can advise on new laundry facility projects or upgrading existing equipment.

Choose our Complete Care solution for supplied machines with no repair bills and an inclusive same day/next day service, with a simple monthly payment structure.

Further information: 0345 070 2335; [email protected]; www.forbes-professional.co.uk

Take the professional approach to your laundry operation

Xeros introduces near waterless laundry systemXeros, the innovator of an ultra-low water laundry system, have recently announced the Xeros SM35, a new 16kg capacity washer that is ideal for dry cleaners, smaller hotels, and spas where size and space is a consideration. Utilizing the same patented polymer cleaning technology as the award-winning Xeros SMV90 Commercial Washer, the Xeros SM35 dramatically reduces water consumption by up to 80%, and reduces energy and detergent usage by up to 50%, all while delivering a superior clean that is gentler on fabrics.

“The Xeros SM35 is a direct response to our customers’ request for a smaller system with the same superior cleaning, water and energy-saving capabilities that Xeros has become known for,” said Joe Bazzinotti, General Manager, Senior Vice President, Xeros. “We now have a solution for customers where machine size has been a concern, and who want superior, gentle cleaning that is eco-friendly.”

Using patented technology, Xeros is changing the way textiles are being cleaned. Xeros has been awarded a Bronze Medal in the prestigious Edison Awards; was named a top invention by TIME magazine, winner of ‘Best Technological Breakthrough’ in The Climate Week Awards; listed in Worldwide Fund for Nature’s survey of global ‘Green Game Changers’; and has been awarded two Rushlight Awards for green innovation. Further information: www.xeroscleaning.com


great hospitality show 2017

The UK’s largest exhibition for foodservice and hospitality returns to the NEC Birmingham with a brand new name and a remit of celebrating greatness in our industry

GREAT HOSPITALITY SHOW 2017

T his time around, the show is strengthened by a team of dedicated Ambassadors, representing the many facets of the industry-at-large. Newly announced is Sally Beck, GM of London’s

Lancaster Hotel and a passionate champion of young talent in the industry. She joins highly respected chef and champion of kitchen skills Cyrus Todiwala OBE; Michelin-starred restaurateur, Andreas Antona and Mike Coldicott, director of kitchen design pioneers, Tricon. Each will be involved in passionate debates and events in and around the show throughout the three days.

Toby Wand, Managing Director of Fresh Montgomery, organisers of the Great Hospitality Show, comments: “This year the UK’s largest exhibition for foodservice and hospitality returns to the heart of the UK with a vengeance – the platform for new innovations, new ways of thinking and a unique chance to celebrate greatness in this fantastic industry.

“Nowhere else in 2017 will give you the chance to see Michelin-starred chefs rubbing shoulders with the up-and-coming stars of tomorrow. No other show can offer the very latest and most pertinent trends, the hot button issues debated, or offer the chance to privately discuss business challenges with industry experts. And absolutely nowhere else will give visitors such a broad snapshot of the latest, greatest products on the market, sourced via hundreds of exhibitors from across hospitality.

“We can’t wait to open the doors on another jam-packed show.”

For further information please see www.hospitalityshow.co.uk and follow us on Twitter www.twitter.com/HospShow for everything Hospitality

The Business Mentor ProgrammeBookings are now open for the Great Hospitality Show’s highly successful business mentor programme which returns this month to help show visitors with a host of challenges.

With the UK in a period of economic uncertainty, there has never been a more vital time to seek independent advice and inspiration as 2017 begins. The show has hand-selected some of the most respected names in the industry – its largest and most varied pool of experts ever – to offer visitors completely FREE, bookable face-to-face business surgeries.

With a limited amount of spaces available, those looking to book a 20-minute consultation should visit: www.hospitalityshow.co.uk/visiting/business-mentors today. Sessions from 2.30pm onwards are only bookable on the day of the show.

Hot topics up for discussion include: design and branding, menu development, PR and marketing, staff motivation, revenue management, technology, kitchen management, legal, skills and development, art consultancy, menu compliance, photography, apprenticeship levy and training, web development and SEO, and chef recruitment and development. Each day will see a new set of faces on-hand to help.

2017 is set to be an exciting year for rexmartins with two new divisions of the business launching on the 23rd January at the Great Hospitality Show in Birmingham.

Headed up by Martin Porter, who is the managing director, the company is set to embark on a new direction which is being kept under wraps until the launch at stand 513 at the hospitality show. It is clear that this new angle within the catering industry will feature innovative products and potentially the first of its kind in the UK.

The Business Briefing StageBrexit, skills, apprenticeships, sustainability, careers, trends, branding, productivity and retention, revenue management, marketing,

ground-breaking products, kitchen design; throughout the three days, the beating heart of

the show floor – The Business Briefing Stage – is set to welcome a host of debates and discussions on

topics setting the hospitality agenda. Just some of the highlights include: holder of two

Michelin-stars, Tom Aikens, who will be joined by founder of the World Gourmet Society, Matthias Tesi Baur, to discuss what it takes to reach the very pinnacle of the profession.

The Brexit effect and skills shortage will also be up for debate with Great Hospitality Show Ambassador, Cyrus Todiwala, MBE, leading a panel of industry experts including, People 1st Executive Director, Martin-Christian Kent and Chief Executive of the Institute of Hospitality, Peter Ducker.

Simona Pop, Head of Partnerships and Global Communication at mobile procurement solution specialists, Instasupply, will be demonstrating the profit potential of employing integrated back-of-house technology, while Costa Coffee’s MD, Jason Cotta, will show visitors how his company maintains a loyal and hungry workforce of brand ambassadors.

In a Great Hospitality Show coup, one of the UK’s most admired and yet most enigmatic hoteliers, Ken McCulloch, will, alongside his wife, Amanda Rosa, be discussing a long and illustrious career as creator of One Devonshire Gardens and the world famous Malmaison. Amanda is the creative genius behind the design of many of the world’s most beautiful hotels, making this dual interview one not to miss.

The Staff Canteen Live2017 also sees the return of the Staff Canteen Live; a chance for visitors to get up-close-and-personal with some of the UK’s best known chefs as they create recipes from their respective repertoires. Birmingham’s very own Glynn Purnell and his dedicated pastry chef, Luke Butcher, lead a stellar line-up, including: The Beehive’s Dom Chapman; Brad Carter of Carters of Mosley; Beverley Dunkley and Julie Sharp from high end chocolatiers, Callebaut; Shay Cooper of The Goring Hotel; Hywel Jones of Lucknam Park Hotel; Nick Edgar from Cumbria’s The Samling; Cliveden House’s André Garrett; Mark Abbott from Midsummer House and Adam Reid from Adam Reid at the French.

Salon CulinaireExciting new elements will join old favourites in creating a serious buzz on the show floor. The one and only Salon Culinaire returns bigger and better with new elements such as the Skills Theatre – which will see students undertake a number of key back and front-of-house challenges.

New faces join old heads for a different take on La Parade des Chefs – the chef team challenge – which will see junior brigades of competitors aged 23 or under, overseen by a senior head chef, tasked with preparing a three-course lunch menu for 100 covers in the Bonnet kitchen.

Another exciting new element, The PS100 Culinary Showcase, will demonstrate the impressive culinary skills within the public sector. Chefs and cooks will have one hour to produce a main course and a dessert using the same key ingredients, but will be constrained by both the budgets and nutritional guidelines faced in their own particular areas of work.

La Parade des ChefsLa Parade des Chefs, the fine dining restaurant serving up a gourmet 3-course menu to show visitors, returns to the Great Hospitality Show this January and is now taking reservations.

Teams from City College Norwich, Westminster Kingsway College and University College Birmingham will each take to The Bonnet Kitchen supplied by Hobart and supported by Foster Refrigerator for one day of the exhibition, hoping to impress the judges with their exclusive menus.

This year, the prestigious competition focuses on promoting young talent with teams comprising six members, five of whom must be aged 23 or under, mentored by one senior chef. Tasked with creating a three-course lunch for 100 covers, the overall winners can expect to be crowned La Parade des Chefs champions at Salon Culinaire – the world’s greatest culinary competition.

Costing just £32 per head, and with menus set to include baked Skri cod with hazelnut crumb, seared black pepper venison loin and roast apple delice, lunch at La Parade des Chefs is a rare opportunity for visitors to the Great Hospitality Show to experience food cooked by the culinary stars of the future. £1 from each menu will also be donated to both Hospitality Action and Just a Drop charities.

Reservations for this unique dining experience are expected to sell out quickly, so whether you’re hoping to impress new clients or catch-up with old contacts, click here to book your reservation for La Parade. Menus are also available online at www.hospitalityshow.co.uk/menu.

Visitors can register for the Great Hospitality Show 2017 now by following this link: https://www.livebuzzreg.co.uk/2017/ghs17/register/.

REXMARTINS

The future looks bright for rexmartins, with a keen focus on the important trends seen in catering equipment surrounding energy efficiency, space saving and ease of use.

With a busy yet bright year ahead for rexmartins, the company looks set to go from strength to

strength in 2017 and the 23rd January is a date you will not want to miss. Be sure to visit their website to be the first to know of the upcoming developments and the latest news.

Stand: 513Contact: 0800 111 4 333Website: www.rexmartins.com






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great hospitality show 2017

Will the printed menu become a thing of the past?Will the printed menu become a thing of the past? Ordamo, the innovators disrupting the future of dining with an interactive menu experience for customers, will be launching its tablet based menu platform for hotel operators at this year’s show. Visitors to stand 329 will be able to learn from the Ordamo experts how the technology works to drive upselling opportunities for hotel operators, increase sales, whilst engaging customer loyalty and delivering a clear return on investment.

Ordamo’s tablet and app based menu ordering platform has been meticulously crafted to prioritise the dishes hotel operators specifically wants to promote to customers.

In addition, hotel operators can take advantage of valuable data provided by the platform to gain real-time insight into the performance of the front-of-house team, a customers’ favourite dish and their thoughts on service and ambience. The analytics provide hotel operators with a wealth of opportunities to improve their processes and market to customers, whilst opening an ongoing channel for future engagement to drive loyalty.

For customers, control of the dining experience is placed firmly into their hands, as they are effortlessly guided through a simple menu layout, which recommends dishes and drinks that best compliment their meal.

Daniel Potter, CEO, Ordamo commented: “We are delighted to be launching our cutting-edge technology at the Great Hospitality Show. When hotel operators work with us, they’re not just purchasing hardware or software, they are purchasing a solution which will deliver a clear return on investment, while greatly enhancing the experience for customers.”

Girbau UK is offering visitors to Stand 544 at the Great Hospitality Show a free laundry audit to identify exactly what savings can be achieved by installing an on-premises towel laundry.

Girbau laundry consultants take data on your current wash weights and loads per day and provide a detailed financial breakdown comparing outsourced costs with savings achievable in-house.

Typical ROI is within 12-18 months, including additional utility and labour costs, with expected savings between 25% and 45% while improving quality.

Product highlights on display at the show will be the ED Ecodryer range of energy efficient dryers, believed to be the most energy efficient commercial dryers on the market, and the Girbau HS 6

LEARN HOW TO SAVE LAUNDRY COSTS AT GREAT HOSPITALITY SHOW

Series range of washers, which are Water Technology List approved. Hotel businesses purchasing new Girbau HS 6 Series washers can benefit from 100% tax relief under the Government’s Enhanced Capital Allowance Scheme.

Laundry consultants on the stand include Stephen Hodgkins and Debbie Jones.

Girbau works with leading hoteliers globally and in the UK including: Hilton Worldwide, QHotels Group, Nirvana Spa, St Martins Lane Hotel, Britannia Norbreck Hotel, Savoy Hotel, Ritz Hotel, Berkeley Hotel and many more.

Stand: 544Contact: 01462 427780Web: www.girbau.co.uk






- DINING CHAIRS_HOTEL 06/12/2016 09:42 Page 1


refurbishment

Planning for the big dayWedding O n the most important day of most people’s lives, it’s up to providers to make sure everything runs smoothly. What ideas and innovations can be offered to couples to create the perfect wedding? How can you make sure

your venue creates the right impression and what needs will your staff have to anticipate?

Food, drink and dancing can be a recipe for fun, so how do you make sure everything goes off without a hitch all the way from church to honeymoon suite?bells

The country has a wealth of fabulous venues – country house to contemporary chic. It’s crucial for me that an hotel capitalises on its uniqueness such as spacious gardens, gothic architecture or a huge conservatory dining space. By offering me an unusual or dramatic backdrop, and matched with TLC’s stunning room dressing and lighting, I am able to present a vision of the venue to my clients that maximises this unique element and injects their big day with creativity, style and WOW factor.

This may sound obvious, but I always ask that when I visit a Hotel that they have their wedding

Making sure weddings, and special occasions in general, run smoothly is largely down to good preparation from the venue. To do this, you need to be aware of what the couple want, so the most important thing for me is to build a good relationship with the couple, listen to what they want carefully/read between the lines and offer suggestions based on this. By talking and listening, you can pick up important nuggets of information that may not come across as important in emails or sometimes things can easily be forgotten (like a relative who has mobility problems, easily overcome by making sure they have easy/unrestricted access to their seat). This information is then put into the wedding day plan so all staff are aware of any potential issues which may arise. With good prep, all relevant information is passed to the various departments and so all should go smoothly.

Talking and listeningMary McDiarmid, Four Seasons’ wedding planner, on building relationships

To ensure couples have the perfect wedding day, there are a number of initiatives and innovations that venues can do. Shanine Jajh, Events Manager at Stapleford Park, describes how the hotel offers exclusive use offering to all wedding guests and with the option of creating unique areas within the house such as ‘man caves’ and ‘whiskey rooms’ to add to the feel of exclusivity. Shanine says that Stapleford Park offers a range of activities to entertain guests outside of the wedding celebrations. Outdoor pursuits including archery, falconry and clay pigeon shooting are available for visitors to make their stay that extra bit memorable.

Shanine highlights that it is vital for venues to create the right

Use your unique spaces… suggests Liz Taylor, MD of wedding planners the Taylor Lynn Corporation

spaces and unique elements free to show me – you will be surprised how many don’t and expect me to be psychic! My first line is always – how is this hotel different to any other? I am searching for a great USP to help me plan an event with uniqueness, and sell the idea to my client. Good venues will also have digital images of the rooms on i-pads to show me on the day, and email later for me to look over at the office. Good quality images of your hotel in my proposal will help me to win-over my client, and secure you the booking, so I would encourage all venues to invest in a good photographer!

It is also by understanding what a wedding planner needs in terms of logistics and service that for me makes the relationship with an hotel work. Having a great wedding space is fine, but how do I get my lighting-rig installed? Where is the service access? How far are the kitchens from the reception room? I will look at an hotel firstly in terms of location and style, but then the operational support and logistics of the place, so a venue needs to have this nailed. If in any doubt – ask a local wedding or events planner to visit the venue and give their opinion of what will work and not.

Initiatives and innovationsimpression for couples. Stapleford Park does this by planning every aspect of the wedding alongside the bridal couple, from arranging a helicopter arrival experience to the departure of the newly married bride and groom. The hotel works closely with the couple to meticulously plan every detail of the wedding day to make sure guests are never left standing around with nothing to do and there are no awkward changes throughout the day. During the planning, Shanine describes how each member of the events team understands exactly what is important to the bridal couple and their guests and do their best to exceed their expectations.






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refurbishment

“Many couples are looking for Instagram

worthy venues and styling to match”

Wedding with a differenceHotel Football, the world’s first football hotel, offers bespoke wedding packages to create a special day that’s completely unique and caters for both those looking to host a big celebration, to those looking for more of an intimate setting.

The 133-room hotel, directed by former teammates Gary Neville and Ryan Giggs, is licensed for Civil Ceremonies, and offers the perfect setting to host a wedding day with a difference.

Each room offers complete flexibility for daytime and evening, from ‘Heaven’ on the roof, with phenomenal views across Manchester and Salford Quays, to the Players’ Lounge and Stadium Suite, which both have unrivalled views overlooking Old Trafford. More intimate numbers can also be hosted in the Salford Suite and the ’92 Suite.

Whether a football fan or simply seeking a venue that is entirely unique, there are a range of customisable packages available. Couples can tailor menus from the hotel’s range of wedding breakfasts, evening buffets and drinks packages, with each dish developed by Head Chef David Lythall.

From large celebrations of up to 500, to intimate ceremonies for a chosen few, Hotel Football offers a truly personal service from start to finish, with a wedding co-ordinator on hand every step of the way.Further information: www.hotelfootball.com

At Down Hall many couples love the idea of staying the night before the wedding with close family, having an intimate dinner and then enjoying stress free preparations the following morning. Our 1am license is a big seller. With 100 bedrooms, everyone can stay over and enjoy breakfast together the following morning.

From the first time the bride and groom visit, we aim to create

A wedding with a stunning view is now more than a dream but a reality at the Hythe Imperial hotel following the recent opening of its elegant new gazebo.

Available for wedding parties of up to 120, the gazebo is set amid the new secret garden and with the grand façade of the hotel as a backdrop.

“The gazebo is a graceful addition to the hotel as it means we can now host outdoor weddings as well as making the most of our outstanding position right on the seafront and the wonderful views that gives us,” said Denise Vas, General Manager of the Hythe Imperial.

“We are now able to offer the perfect package by providing a ceremony to remember with the gardens and hotel as a photographic backdrop and a spectacular wedding breakfast and evening celebration in the Imperial Ballroom.”

The hotel caters for civil ceremonies and civil partnerships, with each couple being looked after buy their own personal consultant to ensure the day is all they want it to be.

Wedding styles and trends are forever changing, and newly engaged couples scour the Internet for ideas to make their day stand out from the crowd. Venues need to be on top of changing trends and move with them. Those that present new, cool and innovative ideas and trends will certainly increase their bookings, making them the venue to book.

In our experience, couples are initially looking for a simple, neutral canvas on which they can transpose their ideas to make it their own. If your function room has heavy, dark carpets and dated wallpaper, focus on making some changes to make it more appealing for today’s couples. Consider the top trending wedding colours and use these as a starting point.

Entice couples by offering additional styling and prop/furniture hire packages based on current popular wedding themes such as rustic, woodland or industrial. Your venue location or its history may also lend itself to a specific theme that will help set it apart from your competitors.

Many couples are looking for Instagram worthy venues and styling to match. Investing in styling and staging your room(s) for new images videos will illustrate that your venue is on-trend and reflects current ideas.

Take a look at your hotel to see if there are any areas that get little use, then creatively dress them

Setting the sceneAnna Oliver of Down Hall Country Hotel aims to create a magical journey

a magical journey. We start with walking the couple through the day using an ipad to show them images of various set ups, finishing at the Bridal Suite, so they can hopefully picture themselves throughout the day. The staff are excellent at setting the scene – such as the real fire/candles lit for winter wedding show rounds or ensuring the umbrellas are up outside and everything is picture

WEDDINGS WITH A SEA VIEW

perfect for a couple that really would like their drinks reception outside. Something as simple as offering a drink or taking a coat from everyone that arrives can go a long way to creating the right impression.

We find that couples choose us because the packages are very comprehensive – including help from their own wedding coordinator and master of ceremonies for the day. The package includes so many items that we believe couples tying the knot at Down Hall should remove the stress of having to consult outside vendors. We give our couples lots of lovely little touches such as ‘wedding milestone cards’ to shout about their day on social media. We put a beautiful etched bottle of Prosecco in their room at midnight so they can toast their wedding on the night but also have a lovely Down Hall keepsake. We also offer them the chance to return for their first anniversary for dinner, Bed & breakfast. Use of the spa is also a winner.

to be used for chill-out areas or other parts of a wedding day.

See the difference as the results yield more enquiries and bookings, which will in turn lead to existing staff becoming more enthusiastic about selling a re-vitalised product.

Get Knotted specialise in helping venues present and stage key styles and trends to their target market. For more information, visit www.get-knotted.net.

Getting hitchedLindsey Hunter of Get Knotted, offers some advice

Move over Moet, Bacardi and Coke… Skinny Bellini, Skinny Mojito, Gym Tonic and Skinny Cola have arrived! Following on from the success of the original 3 variants Pomegranate, Raspberry and Orange and inspired by Go Sober For October, the experts at Bio-Synergy developed 3 new variants Skinny Bellini, Skinny Mojito and Skinny Cola.

Bio-Synergy have been at the forefront of the UK functional drink and sports supplement industry since 1997, so over 20 years’ experience has been poured into these exciting new variants. Each drink is made from the finest UK spring water and containing zero sugar, zero calories and have been fortified with a unique blend of vitamins and minerals proven to curb sugar cravings and improve energy levels and wellbeing.

With the soft drink giants in the news time and again for their negative effects on the nation’s health, Bio-Synergy founder, Daniel Herman wanted to create a range to satisfy demand for high quality, indulgent and functional drinks. With the aim to help Britons make healthier soft drink choices without any sacrifice on taste, the drinks are made in the UK with sparkling water, natural fruit flavours.

Skinny Water, allows consumers to make an easy step towards a healthier lifestyle by swapping high sugar and un-satisfying drinks for something that is fun and thirst quenching.


food & drink

New bar food innovations

attack!Snack

O ne of the tricks of any trade is to make sure there is an incentive for the customer to stay and spend more money. In a bar, that incentive could be bar snacks and bar food. So, what can you do to keep a discerning drinker happy and is

there any way to innovate when it comes to offering snacks and nibbles at the bar? What stock can you offer the non-drinker or a family with children.

In a competitive world, do peanuts and crisps still rule the roost?

At Free Spirit many of the boutique and five star hotel operators we have spoken with are actively looking for new soft drink alternatives that feel a bit different, special, premium to reflect the hotel brand. We know it is important for operators to have a unique offering which makes them stand out from the mass market which is why developed a range that is only available to the on trade. And a product that also stands out by not being mass produced – Free Spirit is a craft drink which is made in small batches.

The serve is becoming increasingly important to customers who expect just as much from their soft drink as they do from an alcoholic one especially as the consumption of soft drinks is on the rise. In addition, if they are paying a bit more for a good quality soft drink they want it to be served with thought and care. The Free Spirit strapline is, in fact, “make it your own” where we urge operators to serve it in a variety of ways that works for them, so our Spiced Tomato can be enjoyed on its own or with

vodka for an instant Bloody Mary – our drinks work harder to make life easy for the bartender!

When we conceived the idea of Free Spirit we wanted to offer a drink that was “better for you” rather than strictly healthy because we still wanted the customer to feel they were enjoying something that was special and a bit indulgent. However we also understand that the customer is more health conscious when it comes to the choices they make so the range is completely natural, free from any added sugar or artificial sweeteners.

Mocktails are becoming more popular as the number of people choosing not to drink rises, again this was a key factor when creating the individual Free Spirit drinks. By blending together complementary fruits and flavours we created three “ready-made” mocktails each in 250ml bottles – Apple, Mint & Lime, Lemon & Yuzu and Watermelon & Peach – again making it easy for the operator to prepare and serve, as they don’t have to buy in a range of juices.

SOFT DRINK ALTERNATIVESFree Spirit MD Gavin Cox offers some ideas

Being different can make a difference… says Lawrence Moore, Sales Director for Belvoir Fruit FarmsI think it is important that any hotel considers the type of image they are trying to convey to guests in all things and the soft drinks range should be no exception. Think of your offering versus your competitive set. You will seek to differentiate on many levels with your venue, so why should soft drinks be any different?

There is life outside the category mainstays of cola, water and mainstream juice drinks. Guests are often open to much wider choices in the hotel environment. Not many people drink Martinis or Bellini’s at home, but in a quality upmarket hotel, it isn’t a difficult leap to make! The same can hold for more interesting soft drinks so hotel F&B managers should try new brands and flavours, as they can deliver category growth.

Drinks producers can also play their part by maintaining interest and excitement in the soft drinks sector. This is something that Belvoir recognises as important and we regularly introduce new varieties that tap into consumer trends and which play to the Belvoir brand’s strengths such as nostalgia, quality and Britishness. 2016 saw the launch of Organic Dragon Fruit & Raspberry Pressé which caters for the trend for the exotic while the more classically English, Cucumber & Mint Pressé which is proving hugely successful as a refreshing drink on its own but also as an alternative mixer with gin.

It’s a good idea to ring the changes with seasonal offerings of soft drinks too so that outlets with a regular but discerning clientele are kept interested in the soft drink options.

Further information: 01476 870286; www.belvoirfruitfarms.co.uk






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food & drink

MAXIMISING SNACK SALESAdvice from Emma Warrington, Senior Food Buyer at Beacon Consumer research from one of our industry leading suppliers, KP Snacks, has shown that on average, 50% of customers will look to purchase a bagged snack when visiting a pub or bar. That is a huge portion of a bar’s footfall that is likely to spend money on snacks, so it’s vital that operators get their offering right in order to drive maximum revenue.

With over 600 types of bagged snacks currently in the marketplace, finding the right mix for customers is no easy task. An effective way of managing your snack offering is to implement a core range of “champion” products that consistently perform well, whilst regularly introducing more premium and niche products for more variety. This provides the flexibility to experiment with more adventurous trends and flavours, whilst testing their performance amongst your target market.

Working with KP Snacks and drawing on sales data, our advice to operators would be to split the snacks category into 50% crisps, 40% nuts and 10% baked and children’s snacks – although this may differ depending on your customer base. That said, knowing your customer is crucial. Further research from KP Snacks has shown that consumers are most likely to buy bagged snacks at a social occasion (65%) or a sports event (44%). Tailoring your offering to suit the habits and needs of your customers can be a simple but effective way of maximising snack sales at the bar.

Further information: www.beaconpurchasing.co.uk

New Lentil crisps offer a healthier choiceWith pub and bar-goers now looking for healthier bar snacks, Fairfields Farm has launched Lentil Lites, a new range of wholesome, low fat and low calorie crisps. Produced by artisan crisp company, Fairfields Farm, the new Lentil Lites aim to appeal to customers looking for a more nutritious bar snack – something that’s tasty and healthy too.

Made using lentil flour, they are low in fat, under 99 calories a bag and available in three delicious flavours: Tomato & Herb, Blue Cheese and Jalapeno & Lime.

“The snack market is changing and our on-trade customers are now looking for healthier options for their punters. People want more choice and that’s why we’ve launched Lentil Lites,” explains Robert Strathern, founder of the brand. “These crisps are made using slow-energy releasing lentil flour, which is not only wholesome, but also keeps you full up for longer. They are already proving popular with pubs, bars and hotels.”

Further information: 01206 241613; www.fairfieldsfarmcrisps.co.uk

Pipers Crisps voted best brand 2016-2017Pipers Crisps has once again been voted Britain’s ‘Best Brand’ of savoury snack; that’s five years in a row for the Lincolnshire-based premium crisp maker. They topped the poll in the annual survey of speciality food products on sale in UK delicatessens, farm shops and food halls, as voted for by the retailers themselves.

“We’re really pleased to have won the ‘Best Brand’ award for the fifth time in a row,” says Pipers Crisps’ founder Alex Albone. “This is a very special award for us because it is voted for by the retailers themselves; our own customers. It shows that we’re consistently doing the right things, and doing them to a very high standard. For us, it’s all about a consistently high quality product, exceptional customer service and great distribution - and it seems these standards are also valued by our loyal independent retailers and their customers,” he adds.

“We may not be introducing fancy new flavours every few months, but we’re certainly not standing still.” Further information: 01652 686960; www.piperscrisps.com






T: 01206 233195www.maxfb.co.uk

Exceptional Design

Exceptional Quality

D4 - MAX INTERNATIONAL 1.8 2 col_HOTEL 06/12/2016 09:43 Page 1


technology

What are the entry systems of the future?

Keys, cards or codes?

T here are an increasing number of room entry systems available to the hospitality industry, but which is the best for you? Should security always outweigh usability or is ease of entry the decisive factor when the customer might be

juggling suitcases and children as they try to get through the door.What innovations have there been recently – contactless keys

and smartphone entry systems, for instance - and is there anything we can look forward to in the future?

Cloud controlMore systems are moving off-property, says James Radcliffe, Enterprise Sales Manager at Purple

Gone are the days of queuing at a busy reception desk with suitcases littered around the lobby. Enter the new Bluetooth-based cloud technology that enables guests to link their mobiles to the locking device of their individual hotel rooms, bypassing reception and going straight to the room after a long journey.

Kent-based company NT Security is among the first to pioneer this new technology allowing seamless check-in and check-out for guests and hotel staff alike. By simply using an app on their mobiles, guests no longer have to worry about losing the pesky key card or wiping the magnetic strip as everything they need is stored in the one device we all hold near and dear. If a room is available and the guests arrive early, they are able to notify reception through the app on their mobiles, allowing easy and early access with

The death of the hotel room key

the option of upselling for the service. There is no need to worry about guests losing or breaking their mobiles as the systems are flexible and allow key cards to be used in this instance.

Andy Purvis, Managing Director of NT Security who is implementing the S2R (Straight to Room) technology said: “Now guests are able to unlock their

doors via their mobile phones using technology that is, if anything, even more secure than the traditional hotel keys.”

Both national and international hotel chains are already beginning to invest in this new system and it won’t be long before the traditional hotel key is a thing of the past.Further information: www.ntsecurity.co.uk

Ten years ago, all hotels systems and services ran on local hardware. But now, not just high speed Internet access, but also systems such as PMS, CRM and EPOS, are moving off-property. The advantages are huge, such as more efficient use of hardware, easier version control, lower maintenance and replacement costs, and higher uptime.

Even greater benefits can be experienced by moving to the flexibility, reliability and efficiency of cloud services. The cost and complexity of on-site hardware can be minimised even further, and uptime can be maximised.

The provision of WiFi is something guests now expect, to help them stay in touch with friends, family and work; and to provide entertainment via the Internet and apps. It’s a two-way street, though, and the hotelier too can benefit from providing WiFi; both in terms of understanding customers better; and creating new revenue streams.

Providing WiFi, which is accessed via social login, creates the potential to collect, analyse and act on user data. It creates added opportunities for real-time customer interaction and timely delivery of targeted sales and marketing messages. Hoteliers can become more knowledgeable about customers’ location and the way that they interact with the venue, which gives them greater opportunity to engage with them effectively.

Cloud based solutions, such as those provided by Purple, allow better connectivity for hotel guests, as they are able to support a high level of users. By offering a reliable connection, and reducing frustration, hoteliers can improve the overall customer experience.

At Purple, we are able to bring hotels all the expected benefits of an enterprise HSIA platform, with major USPs in the areas of social media interaction, location based services and real time reporting specialised for the hotel industry. Our scalable solution integrates remotely with most leading WiFi equipment and uses an existing Internet connection.

Purple has also responded to Trip Advisor’s need to increase the numbers of user recommendations and reviews. Through the use of Purple’s API, we deliver a message to Trip Advisor giving them details of a visitor staying in a specific hotel and their email address, which triggers a communication from Trip Advisor to request a real-time review.

This sort of joined-up approach is something that guests are coming to expect from hoteliers. We are pleased to be at the forefront of developing new ways to improve the benefits both guests and hoteliers experience from the WiFi solution.

Work smarter, not longerHiring extra staff to combat long queues might not be the only answer, says Raj Sond, GM at First DataIf the ‘heart of the home’ is the kitchen, the bar is often the heart of a hotel! While this is a place of relaxation for guests, it can be anything but for the staff, who must juggle booking management, stock taking, cash flow management and staff shifts, and all with a ready smile to ensure that the all-important customer experience doesn’t suffer. There’s no room for error here – our recent research shows that consumer tolerance for queuing is at its lowest in a pub or bar setting.

Nearly half of business owners in the hospitality industry say that their solution to battling long queues is to have extra staff on duty. Although an extra pair of hands might not go amiss, hotels

would be wise to equip their bar staff with the technology to help them work smarter, rather than longer hours. There are many apps designed specifically for bars, to help combat time lost to tasks such as stocktaking and reviewing transaction trends. There are even games (imagine turning your bar into a stock market for the night), which provide creative and fun ways to drive sales, change customer buying behaviours, and engage customers.

Top client service, and the ability to drive extra revenue is all underpinned by understanding your customers and business patterns. First Data’s Clover Station is an all-in-one platform that doesn’t just ring up sales,

but allows staff and managers to view inventory, track revenues, manage employees, view business analytics and take advantage of customized applications. An oversight of the data running through the bar is an invaluable tool to help inform promotions, discounts and staffing requirements – replacing what can often be guesswork, with customised insight. A hotel bar is a small business within a business, and should be treated as such, with appropriate technology to help it grow and thrive.Further information: www.firstdatams.co.uk/






D1B - FORBES_HOTEL 17/01/2017 13:14 Page 1


technology

Staying up-to-date with payments technology is vital and new tablet and electronic-point-of-sale (EPOS) technology presents exciting opportunities for hotels. Tablets in particular allow staff to take payments from customers on-the-go which ultimately enhances customer experience.

Hotels should also ensure that they are able to accept contactless and mobile payments. These new payment methods are very popular among customers as payments can be made within seconds by tapping a contactless card or mobile phone on the card reader.

Another key driver of change is the continuous push to streamline business

processes and hotels are increasingly focussing on omni-channel payments by combining cash, card and electronic payments as well as online payments. By incorporating all of these methods on one platform, it is much easier for hotel managers to check and monitor their cash flow and expenses.

Payments form a vital part of the impression that a customer leaves with. And with social media and online ratings sites at a customer’s fingertips, the importance of getting it right cannot be underestimated. Hotels can capitalise on this trend by adding additional functionally such as rating solutions to their EPOS, which enable

customers to anonymously rate products and services when paying with their card. For example, if a hotel introduces a new breakfast selection it can ask customers for their opinion at the point of sale, getting anonymous and almost real-time feedback. Capturing, comparing and analysing feedback this way helps hotels to collect customer ratings in countless areas, including friendliness of staff, cleanliness of rooms or value-for-money, all of which influence overall customer experience. Having access to this data helps hotels to address shortcomings in specific areas in order to increase customer satisfaction, and, ultimately, revenue.

The Booking FactoryThe only hotel management and marketing platform you’ll ever needOur cloud based software is pinpoint focused for independent hotels, B&Bs and small groups. It’s super sleek, easy to use and works on any screen size. The Booking Factory automates and streamlines your processes, helping you run your business for maximum profit and efficiency.■ A user-friendly,

comprehensive property management system

■ Connect to 200+ channels including booking.com and Expedia

■ Meta Channels including Tripadvisor, Google and Trivago

■ A mobile friendly booking engine

No touching!Nigel Hyslop, President and MD of Global Payments, discusses advances in payment technology

APPLICATION CONTROLDirk Gates, Co-founder, Xirrus Wi-Fi, on combatting bandwidth hogs on hotel Wi-Fi networksThe hospitality sector, like almost no other has to address the challenge of mixed usage, which combines critical leisure and business related application usage (e.g. cloud storage) with recreational usage (e.g. social media). This means the network must be intelligent enough to appropriately prioritise what is important and de-prioritise or block what is not.

Streaming media remains the biggest challenge for hotels. Bandwidth-hungry video already constitutes well over half of Internet traffic today. To make things more complicated, demand for these applications is not consistent. It’s not uncommon to see Netflix traffic surge in the evening, or when it’s cold and rainy outside.

The second category – cloud backups and updates – can be a “silent but deadly” bandwidth hog. These applications often run in the background and move gigabytes of data, often without the user even knowing. Corporate guests are not immune to this either - the auto-save function on PowerPoint

can mean large files are backed up every 1-2 minutes to cloud-based or file share accounts.

While most Wi-Fi networks work well most of the time, there will be scenarios where usage can spike, which can lead to performance issues. An application-intelligent approach helps manage the capacity challenges that hotels face. The best of these tools let hotel staff create individual usage policies for literally thousands of different applications by identifying those that hog bandwidth and analysing their usage trends over time. Applications or groups of applications can be prioritised, blocked or even throttled - although hotels need to tread carefully if introducing blanket restrictions. Instead, they might consider introducing different policies for different sets of guests or even different parts of the hotel (this would, of course, be entirely transparent to guests).

■ All-inclusive website builder with secure hostingEffortlessly sync to hundreds

of sales channels such as Booking.com and Expedia. With The Booking Factory you’ll stop fretting about inventory management and get back to what’s important - getting more guests and keeping your current ones happy!

If you’re looking for a slick and easy way to manage bookings and market your business, please visit our website (thebookingfactory.com) or email us on [email protected]






D8 - GEM 1.2_HOTEL 17/01/2017 16:00 Page 1


technology

Cloud-based key credentialingThe Onity DirectKey system uses cloud-based key credentialing and Bluetooth® technology to allow hotel guests to securely download their assigned key to their smartphone through the hotel’s loyalty app for easy access to their guest room and other access-controlled areas.

The DirectKey technology has been deployed at more than 100 Hilton properties in the U.S. after a successful 4-month trial that received

NEW HYBRID AIRTIME LAUNCHTechlive International and Airwave Europe are delighted to announce the launch of a new hybrid version of Airtime.

Airtime is a unique on-demand video streaming service provided exclusively to the hospitality sector; offering guests movies from major Hollywood studios and TV features from the BBC, many of which are available weeks ahead of consumer streaming services.

Utilising cloud-based technology, Airtime removes the need for on-site servers and additional hardware, eliminating the associated costs and maintenance, and apart from a nominal activation fee, the Airtime service can be provided free-to-hotel with no ongoing content fees.

For hotels looking to provide a value-added experience, Airtime is now available as a hybrid service, offering complimentary access to an extensive catalogue of movies and TV features - whilst still offering the latest premium movies on a pay-to-play basis.

Product Development Director Julian Arnold: “As much as we recognise the growth of bring your own content, services such as Netflix and Amazon Prime require a subscription and it’s often difficult to display these services on the guest’s TV. Airtime offers a superior big screen experience that’s easy to use.”.

Product Manager Richard Excell agrees: “Guests want to watch movies and TV programmes on a TV, but are often left watching on a phone or tablet, and of course it’s easy to forget that not everybody is technologically savvy. Airtime is the perfect solution for hotels wanting to give all their guests an equal opportunity to watch premium content”.Further information: 0845 555 1212; www.airtime.cloud

high guest satisfaction ratings. Hilton intends to expand the mobile key feature to its full-service hotels in the United States by the end of the year.

Onity released its DirectKey system for major hotel brands in June 2015. The solution enables hotel IT and brand leaders to integrate mobile key access into their loyalty applications.

Hilton is making the mobile key technology available through its HHonors app as a “Digital Key” feature. Onity provided Hilton a mobile software toolkit for the app integration, as well as a comprehensive credentialing solution including a cloud-based platform to manage guest access and Bluetooth hardware modules on hotel door locks and readers to enable access with mobile devices.

“We’re delighted to work with Hilton to design and roll out this industry-leading mobile key solution”, said Ron Virden, managing director, Global Access Solutions, UTC Climate, Controls & Security. “Onity combined its expertise in hotel locking systems with a proven key credentialing platform currently implemented by UTC Climate, Controls & Security in the real estate industry over an installed base of more than 1 million Bluetooth locking devices”.

Onity’s DirectKey credentialing technology provides a secure virtual key for Hilton hotel guests. The system activates an “unlock” button on Hilton HHonors members’ app screen when they are within close range of their door. By pressing the button, guests can gain access to their assigned room.

The Onity DirectKey technology has undergone rigorous testing and has been vetted by internal and external security experts. The Bluetooth hardware modules provided by Onity employ advanced encryption technology to complement the security of existing locks. Because implementation of the DirectKey system involved retrofitting Hilton’s existing door locks with the modules. Onity designed the system to be compatible with locks from other industry providers.Further information: directkey.onity.com

“The solution enables hotel IT and brand leaders

to integrate mobile key access into their loyalty

applications”






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hotel clinic

Walter Murray, Managing Director, Christie Insurance discusses the importance of contingency planning for your hotel

FLOODS, FIRES AND IT FAILURES

WATER DEREGULATION What will it mean for your business?

“In 2015, 73% of small businesses lacked a disaster recovery plan, as did 32%

of mid-range organisations and 25% of corporate”

In April 2017 the commercial water market will become deregulated, providing significant opportunity for businesses in England to generate substantial savings. Beacon, Britain’s leading purchasing company, has provided its advice for businesses to capitalise on this significant change to the water market.

Currently, clean water and sewage services that most UK businesses use are supplied by one of 21 regional water wholesalers, meaning that suppliers are not chosen by the customers, but allocated by default depending on location. Water deregulation will allow businesses to switch water suppliers, leading to cheaper rates and better customer service as suppliers become more competitive – something that has already been seen in Scotland, where the market became deregulated in 2008.

Working with its expert water and utility suppliers, Three Sixty and Pulse Business Energy, Beacon’s Category Manager for Utilities and Services, Teri Humphries, has offered her advice for businesses to prepare for the changes:

“The most important thing to do, is to prepare effectively ahead of April 2017. Knowing where the opportunities and challenges are in good time will allow businesses to deal with them in the most efficient way possible. Our general advice would be to:

Collate previous usage dataReviewing historic water usage data will enable you to see what an optimum supply contract would look like. This will put your business in a good position to identify cost savings.

Check current efficiency measuresIf there are any simple procedures that can be implemented, such as staff training or dealing with any maintenance issues, then now is the time.

Review historic billing informationIf there are any errors on historic bills from your current supplier, ensure these are resolved so you are in the best possible position to switch suppliers when the time comes.”

We know that the full effects of deregulation aren’t likely to come into action until 12-18 months after the market officially becomes deregulated. As soon as one supplier drops its prices though, businesses should be prepared for the rest of the market to follow suit in order to truly capitalise on the market. This is why we are encouraging operators to take steps to prepare now.”Further information: www.beaconpurchasing.co.uk

W hether caused by crime, natural disaster or disruption within

your supply chain, unexpected problems can turn your business upside down.

When an insurer accepts a claim, the specific policy – your buildings, cyber or fraud insurance for instance – will cover the immediate damage, be it physical, financial, intellectual property or data-related. However, business interruption (BI) cover is often

possible. In 2015, 73% of small businesses lacked a disaster recovery plan, as did 32% of mid-range organisations and 25% of corporate. So how can you best plan should the unexpected occur?

Firstly, identify the likely problems such as loss of power, loss of IT, flash floods and fires, which could all potentially affect the running of your hotel including customer stays or events like weddings, conferences and restaurant bookings.

overlooked by hoteliers when buying insurance. This delivers protection that shields you from the long-term fallout that can take months or years to fix; loyalty and sympathy only go so far before you face losing orders, contracts, profits, people and jobs – or worse.

Asides from this, having a continuity plan in place is vital to help make sure that your business gets back on its feet as quickly as

contractors, partners and suppliers.

Keep your critical documentation like finance, legal, banking, HR and insurance in secure and accessible places and document your critical equipment or plant – always make sure you back-up your computer data and systems, storing them securely off-site. Also plan your contingency communications, like re-routed telephony or a wholesale switch to mobiles, including how you will reach out to your customers.

Finally, it is wholly important to communicate this plan to your staff so, like a fire drill, everyone can be prepared and know their respective responsibilities. Take time for a dry run and tune it where necessary and similarly, don’t let it gather dust; revisit the plan annually and make sure it’s still relevant. You may also want to enter reciprocal arrangements with another hotel which can take in your guests and cater for any functions should you need it.

Seeking expert advice from a good insurance broker can make all the difference to how you successfully manage the aftermath of a disruptive incident – and ensures that you get the cover you need to enable your business to survive.

Identify the key people you have to rely on and allocate emergency tasks to your team, e.g. who alerts customers, who calls the insurer, who manages the alternative arrangements. Particularly, make sure you have your customer database and details of their bookings stored safely so it is easy to make contact with them as well as all your critical vendors,


HB meets

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Interview

The

Roddy Watt, CEOThe Hotel Management Company

Can you tell us a bit about your background and how you came to your current role?As a graduate in Hospitality Management from Surrey University my career path was set from an early stage. After four or five years working in London, France and USA for Hyatt International and Sheraton, I had the opportunity to start my own recruitment business, Berkeley Scott, in 1984. Happily, this venture was broadly successful and 20 years on I floated the company in 2004. Those 20 years provided me with a tremendous network of contacts across the hospitality sector and so having left the business in the late ‘noughties’ it was a logical step to capitalise on the network and to establish a hotel and leisure advisory business in the form of The Buell Group, which I set up in 2011. Off the back of the success of Buell, I launched The Hotel Management Company (THMC) in 2015 together with a group of highly regarded industry leaders, to help hoteliers and leisure operators maximise the value of their business enterprises.

What do you find most challenging about your job?The biggest challenge in operating the business is finding sufficient time to undertake effective marketing. Thankfully, there is plenty of demand for our services but as we all know, when you are focused on delivery, marketing and sales, which are essential ingredients for growth, can fall off the agenda.

What is the best part of your job?Without any question the most enjoyable and stimulating aspect of what I do is the interaction with others, be they members of our team, clients or other service providers that we work with. Predecessor and partner company of THMC, The Buell Group, is a conglomeration of some 20 companies, all providing advice and support to owners, operators and developers, and the interaction with these businesses is constantly stimulating and interesting.

What are the key issues for the sector at the moment?Our principle focus today is the independent hotel sector. Hotels in this area face many challenges but perhaps the greatest revolve around the pressure being imposed from above, by branded operators, and from below, by budget operators. This ‘squeeze’ means that market positioning is more important than ever and a hotel’s ability to market itself online has never been more critical.

The other increasingly critical issue facing the sector is the availability of talented people to operate at every level. The lack of talent in the sector has never been more pronounced and the forthcoming exit from Europe holds the potential for a further catastrophic reduction in the availability of service and production personnel in particular.

What changes in the environment are likely to impact the hospitality sector? Without any question the Brexit referendum result holds huge significance for the industry. In the short term, it has had a largely beneficial impact due to the weakening of sterling, making the UK a more attractive destination for overseas visitors and encouraging the domestic leisure market to ‘stay at home’. This has had the effect of underpinning hotel and restaurant demand and in certain parts of the

country, where seasonality is an issue, extending demand in the traditional shoulder months.

Whilst it is very early days, the implications of the very recent election of Donald Trump as President Elect of the US are significant and worrying. On the global stage this will undoubtedly create uncertainty, a reduction in the value of the dollar and general volatility in stock markets. These factors are likely to impact in a number of ways; a reduction in leisure travel from the key market of the USA, increased difficultly in sourcing funding for hotel development and therefore, a general slowdown in the domestic hotel sector. Is this enough to halt the economy in its tracks? Unlikely; but the inevitable uncertainty only holds negative outputs.

What makes a great hotel?Many factors contribute to hotel excellence, however, first and foremost is great staff who are highly motivated, well trained and guest-focused. Whilst the physical product and the quality of food and beverage provision are very important, providing the guest with a memorable experience is the highest priority. If you look at great hotels around the globe, all of them provide consistency and excellence in service delivery and guest relations.

How do you see the future for the hotel industry?As an optimist, whilst I think the industry may be entering choppy waters in the short term, the longer-term picture remains bright. Both business and leisure demand will only increase, fuelled by growth in the world’s economy and by an increasing trend towards experiential leisure activity.

This said, there is a large swathe of the UK middle market which will increasingly struggle to perform at a viable level due to shifting market pressures and the growth of big brands. This will likely lead to a radical reshaping of the market, with the average owner/operator becoming a victim, something which is only exacerbated by the challenges of accessing development funding, which has also led to long term under investment, drawing such businesses into a downward spiral.

So whilst there is likely to be increasing fallout in the middle market, the prospects for well organised, well-funded owner/operators with clarity around purpose and market positioning are probably enhanced.

What are your plans for the future?My primary goal for the next 12 months is to position The Hotel Management Company as a leader in providing practical support to independent hotel owners and operators. Our mission is to enable this middle market to improve operating performance, enhance reputations, develop clear strategies and through so doing, maximise the value of their business assets.

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