In safe handsAre you prepared for the new EU food allergens legislation?

RSPH has developed a qualification which supports higher standards in identifying and controlling food allergy risks, in line with these new changes.

For more information contact foodallergy@rsph.org.uk or visit www.rsph.org.uk/foodallergy

If you are involved in the preparation and serving of food, our new Level 2 Award in Identifying Food Allergy Risks will enable you to:

The new EU Regulation on the Provision of Food Information to Consumers (1169/2011 EC) includes new legislation for food businesses to provide allergy information.

Increase awareness of why food allergens need to be controlled

Provide strategies for control

Improve communication from farm to fork

Play your part in protecting the wellbeing of the public.

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Hotel BusinessFEBRUARY 2015

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Hospitality and leisure firms worry about recruitment in 2015

Welcome to the February issue of

Hotel BusinessAlthough it says February on the cover, this is the first issue of Hotel Business published in 2015, so I’d like to take this opportunity to wish all our readers a very happy new year.

It’s too early to predict how 2015 will pan out for the hotel industry but there does seem to be an air of cautious optimism at present, accompanied by some key business concerns (see opposite). It’s also election year, so the coming months will doubtless bring speculation on how the hospitality industry will be affected by the various policies and promises of the major political parties.

In the meantime, this issue should provide you with some inspiration for the next 12 months. From getting to grips with laundry (page 12) to turning your hotel into the ideal wedding venue (page 16), you’ll find plenty of ideas and advice.

I hope you enjoy the issue.

Editor@hotel

_business

Survey reveals hiring concerns but many expect turnover and wages to increase

Small and medium-sized enterprises (SMEs) in the hospitality and leisure sector are worried they will not be able to recruit and retain staff in 2015.

The findings come from new YouGov research commissioned by npower Business, which revealed that businesses in the hospitality and leisure sector were most likely to say they were concerned about their ability to recruit talented staff (44%), while only 40% said they were confident in being able to find staff with the right skillsets over the next 12 months.

However, many hospitality and leisure SMEs have expectations of success for the year ahead: almost half (48%) said they expect turnover to increase in the next 12 months.

Although the majority of SME respondents in the hospitality and leisure sector said they thought their headcount would remain static across the next 12 months (76%), there is good news for employees, with almost half (47%) of firms surveyed predicting wage increases for full-time workers in the year ahead.

Existing government red tape (56%) and high energy costs (55%) are seen by the hospitality sector as the biggest obstacles to business success among SMEs in Britain in the next 12 months.

In spite of concerns regarding the ability of businesses to recruit and retain staff, less than a quarter (23%) of hospitality and leisure SMEs surveyed said they have a succession plan – a programme for effectively filling vacancies as they arise.

Jason Scagell, director of npower Business, said: “While 2015 promises to be steady rather than spectacular for hospitality and leisure firms, it’s important that they do not become complacent – especially when it comes to recruiting employees with the right skills for their business.”

Mr Scagell added: “Technology is changing consumer expectations and behaviours, so it’s vital that hospitality and leisure firms can provide the right experience for their customers – including through digital. The firms who plan most effectively for these changes will be the ones most likely to succeed in 2015.”

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The latest headlines from the industryNEWS

New research by hotel solutions provider HRS has revealed that hotel rates in each of the UK’s top destinations have seen increases, showing that confidence is returning to the British economy.

London remained Europe’s most expensive capital to stay in for the last three quarters of 2014, seeing an increase of more than 17% compared with Q3 in 2013. Average room rates in London are now reaching nearly £134. This places the UK’s capital ahead of Zurich and Copenhagen, which have average room rates of £119 (€152) and £111 (€142) per night respectively.

Another capital city, Edinburgh, keeps hold of its position as the second most expensive in the UK (£119) after seeing a significant increase of almost 18% in average room rates compared with the previous year.

Interestingly, the Welsh capital also increased by over 18% compared with Q3 2013, but still manages to offer the cheapest option for bargain hunters, with room rates costing an average of £81 per night.

UK hotel market looking good, according to latest HRS research

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Leeds has seen the biggest growth, with a 27% increase in room rates compared with the same period of the previous year, with rooms averaging £84 per night.

Jon West, managing director of HRS for the UK and Ireland, said: “Thanks to the economic recovery, tourism is picking up again and it appears businesses are also starting to feel more confident in

sending employees back out on travel.

“Regional capitals are often popular destinations, which can explain the rate development in London, Edinburgh and Cardiff. Leeds’ room rates could have increased thanks to the legacy of the Tour de France, which kicked off in Yorkshire last summer and attracted much media attention, showcasing the area to potential visitors.”

Lancaster-based Harrison Pitt Architects has been appointed to work on the multi-million pound restoration of a historic Cumbrian hotel.

The practice will oversee the £2.5m project to give the part Grade II listed Forest Side Hotel, Grasmere, a new lease of life following its acquisition by local entrepreneur Andrew Wildsmith.

The hotel’s 23 guest rooms will be reconfigured and refurbished to create 18 larger en-suite bedrooms and three luxury duplex suites. The dining room will also be extended to open onto a new garden terrace.

Andrew Walters, architect at Harrison Pitt Architects, said: “We are thrilled to be returning this impressive building to its former glory. The scheme will improve the appearance of insensitive additions that have been made over the years while restoring generously proportioned rooms based on the original building layout.

“While it means the Forest Side Hotel will have fewer rooms overall, the scale and standard of accommodation will be much higher so visitors will have the chance to experience luxuriously appointed rooms.”

Andrew Wildsmith, who recently took over Forest Side Hotel, also runs the Ryebeck in Bowness and Hipping Hall in Kirkby Lonsdale.

He said: “Harrison Pitt’s expertise will help update the hotel to offer the comforts of contemporary accommodation while maintaining the building’s historic charm.”

Harrison Pitt Architects chosen for £2.5m Lakes hotel revamp

A DAY IN THE LIFE

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Graeme Walker, sales manager at Fraser Suites Glasgow and Edinburgh, gives us an insight into his busy schedule8amTravel into work, whether it’s Fraser Suites Edinburgh or Fraser Suites Glasgow. I’ll always check Twitter for the day’s headlines as I feel it’s always important to know what is going on in the world and what might be affecting our guests and clients, plus I look after the venues’ Twitter sites (@frasersuitesgla & @frasersuitesedi).

9amMorning revenue reports are the first thing I do each day, checking where we are at compared to our budgets and updating our London/global head office. I also do a check on our arrivals for the day to keep abreast of which guests and clients we have coming in. It’s important we are collecting information and I always introduce myself to new guests in the property. Then it’s time that I check my emails; the hospitality industry really is 24/7 and it is always great to see a flurry of emails from our clients from the previous night!

10amI spend a lot of time out and about to spread the word on Fraser Suites in our local area. Whether these appointments are with existing clients or new business, it is great to sit down and find out more about what people want from us as an accommodation provider. Whether they are looking to set up a rate for colleagues who visit for one night or one year, it is always interesting to hear what is important to our clients and match these up with the services offered by our fantastic properties.

11amTime to catch up on calls. Fraser Suites is growing in reputation and numbers at a fantastic pace. However, you would be surprised how many people have a misconception

about serviced apartments and the services we can offer to corporate clients. I love having the opportunity to chat to local businesses about our properties and explaining how we can benefit not only them but the work-life balance of their visiting colleagues. This gives me the chance to make new contacts and set up appointments for the coming weeks.

12pmWe’ve recently launched small meeting and events spaces in both Glasgow and Edinburgh so over lunch I catch up with our in-house meeting and events guests to find out how their day is going. We really value the feedback they provide and I can always take them on a little tour around the property and find out more about future requirements.

2pmDuring the afternoon I host show-rounds of the property. We are very proud of both our venues and this is my favourite part of the role; I just love having the opportunity to show off our fantastic properties! In 2013 we unveiled a fantastic refurbishment at Fraser Suites Glasgow (which was named Serviced Apartments of the Year at the Scottish Hotel Awards) and we celebrated our tenth anniversary

in 2014. On the east coast we have a beautiful property in Fraser Suites Edinburgh, just off the iconic Royal Mile, which celebrated its fifth birthday last year. With their historic grandeur and fantastic views, both properties never fail to please.

4pmI work in a region from Manchester all the way up to the top of Scotland, and around once a month I try to get out to a new city and meet with clients who we don’t always get to spend time with face to face. It also gives me the chance to meet with new businesses, and armed with our trusty iPad I get to show them our properties and chat through ‘The Fraser Difference’. I spend time every week making calls and researching these new areas and setting up meetings with accommodation bookers. Ireland is the next project!

5pmBack to the office to check emails. Whether I am following up with clients after a meeting or responding to new enquiries, this is the most important part of my role. Making sure that I am available and helpful to our bookers is imperative. Building relationships and keeping in touch with those who use our services is key and at Fraser Suites we firmly put the client/guest first, making sure to keep an open line of communication.

6pmAfter winding down for the day and checking in with my colleagues working through the evening, I head to the gym for a quick session. If I’m feeling less energetic, it’s a relaxed evening with friends, either watching a movie or catching up over a good vintage wine or G&T.

Macdonald Hotels building for the futureMacdonald Hotels has announced its results for the year ended 27th March 2014 and reports a continued improvement in its trading performance and financial position.

Group turnover of £145.5m (from £138.6m) was up 5%, delivering a 29% increase in the group reported profit before exceptional items to £4.2m (from £3.3m).

Gordon Fraser, deputy chairman and group finance director said: “Hotel sales increased over the year by 5%, with growth from both the leisure and commercial segments driven primarily by a four percentage point growth in occupancy. This, combined with a higher conversion of our sales to profit through continued cost efficiencies, resulted in a 7% increase in hotel operating profit.

“During the year we invested over £14m in capital projects that included major refurbishments at the Macdonald Holyrood Hotel, Edinburgh, the Macdonald Forest Hills Hotel, the Trossachs and the Macdonald Highlands Hotel, Aviemore. Trading performance at our Aviemore Resort again improved, with sales up 5% (£9.96m) and resort operating profit up 10%.

“In addition, we completed a £1m investment to enable us to offer free WiFi to our guests, provided by The Cloud, a BSkyB company.”

Commenting on current trading Mr Fraser stated: “We have achieved further sales and profit growth of 5% and 8% respectively in the eight months to November 2014 and I expect this to continue to the year end. There has been growth in both the conference and leisure segments, the latter due in the main to a number of major events, including the Farnborough Air Show, the Open Golf Championship, the Ryder Cup and the Commonwealth Games.

“Our expenditure to date on capital projects is tracking that of last year, with a further £9m invested in upgrading the hotel estate, including projects at the Macdonald Holyrood Hotel, Edinburgh, with the completion of the 91-bedroom and leisure and spa refurbishment and the new Rocca restaurant, and the new £1.4m leisure club and spa at the Macdonald Craxton Wood Hotel, Chester.

“The 98-bedroom refurbishment of the Macdonald Aviemore Highlands Hotel was completed along with the new children’s facility, which has already proved to be a great success. We are currently completely refurbishing the Macdonald Aviemore Inn and the Macdonald Academy Hotel, which will bring the total invested in the Macdonald Aviemore Resort to over £5m over the last two years, creating an international high-quality leisure and conference destination in the heart of the Highlands, with conference facilities and overnight accommodation for over 1,000 guests.”

A third of small and medium-sized hospitality and leisure venues have struggled to introduce an effective wireless network due to poor network reliability and concerns about data breaches, according to a new study by global networking company Netgear.

However, the study of 150 hospitality and leisure firms with between one and 250 staff also reveals that 70% of the SMEs believe a wireless network has become essential to the running of their business.

Over half of those surveyed (58%) believe allowing employees to move freely around the venue while staying connected to colleagues and customers improves productivity and 85% believe it improves customer service. Significantly, 82% say it is how they remain competitive, and 51% say wireless networks help staff connect to the business via a range of employee and company-owned mobile devices.

However, realising these benefits has proved challenging for a third of respondents, as they have found it hard to implement an effective and secure wireless service.

A third (35%) had considered abandoning all plans after a bad experience with poor

Lack of WiFi knowledge hampers one in three hospitality and leisure venues DIARY DATES25th-26th February 2015Casual DiningBusiness Design Centre, London

4th-5th March 2015ScotHotSECC, Glasgow

17th-18th March 2015Hotel & Catering Show 2015BIC, Bournemouth

19th March 2015British Water Cooler Association conference & trade showNottingham Belfry

network quality and reliability, while 23% feared a possible data security risk. One in five (20%) were unsure about how to introduce wireless into their existing IT infrastructure.

“With the need to stay competitive and address customer demand high on the list of priorities for small and medium-sized hospitality and leisure venues, providing both staff and customers with the means to communicate, access and share information is of vital importance,” said Jonathan Hallatt, regional director UK, Ireland and South Africa for Netgear.

He added: “A resilient wireless network is a key part of this, allowing staff to respond

to guests and colleagues, and take bookings or orders in a timely, secure fashion. Failure to provide wireless connectivity for visitors may mean they will spend less money while they are with you, shorten their visit and never return.”

Netgear advises venues to opt for an easy-to-implement, cost-effective solution that does not require advanced IT skills, can be installed quickly using existing infrastructure and delivers consistent and secure wireless access across the workplace with WPA and WPA2 support.

For example, venues can deploy wireless access points that provide fast and reliable download speeds, using a wireless controller to manage them all centrally and protect against intruders via advanced wireless rogue AP detection algorithms. This provides a single view of performance so the business can react quickly to any changes and better protect the network against malicious intrusions.

Netgear’s white paper entitled ‘The power of wireless in hospitality’ provides practical advice for small to mid-sized venues and can be found at:

http://www.netgear.co.uk/images/pdf/NETGEAR_Hospitality_Power_Whitepaper.pdf

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What else has got people talking this month?

Kestrel helps Premier Inn extendMarket Deeping-based Kestrel Timber Frame has designed, manufactured, delivered and erected the timber frame for a two-storey, 24-bedroom extension to a Premier Inn in Kettering. Erection was completed in just ten days on a site with very restricted access and limited working hours because the existing hotel and associated restaurant remained open throughout.

Focus Hotels takes reins at Ramada OldburyFocus Hotels has taken over the management of the three-star Ramada Oldbury Birmingham Hotel. Appointed on a long-term management contract, the company has already commenced a soft refurbishment programme to refresh and upgrade the bedrooms and public areas. The eight-year old hotel will continue to operate as part of the Ramada brand under the new management.

Daish’s Hotel gets £1m refurbishmentDaish’s Holidays has completed a £1m refurbishment of its flagship Daish’s Hotel, situated in Shanklin on the Isle of Wight. The company has improved all 72 of the hotel’s bedrooms as well as its Tally Ho bar. It has also added a coffee shop, overlooking the hotel’s garden and terrace, where guests can enjoy light snacks.

New chairman for York Hoteliers’ AssociationGraham Usher, the general manager of the Best Western Monkbar Hotel – which is currently undergoing a £3m transformation – has become chairman of the York Hoteliers’ Association, which represents more than 20 establishments across the historic city. He takes over the role from Tony Furlong, manager of the Royal York Hotel, who held the title during 2014.

Colin Bennett, UK and Ireland area manager of Starwood Hotels & Resorts, talks about his varied role, the excitement of new launches and the challenges of technology

VIEW FROM THE TOP

How long have you been an area manager and what was your first job in hospitality?I’ve been an area manager since 2006, initially covering England, but my role was expanded to cover the UK and Ireland in 2012.

My first job in hospitality was a receptionist at the Monomatapa Hotel in Harare, Zimbabwe. In fact, it was a school holiday job to see whether I enjoyed the industry and I absolutely loved it! After completing hotel school, I then went on to join the Ladbrooks Graduate Scheme (Ladbrooks was later taken over by Hilton) and my first full-time position was as assistant front office manager at the Hilton Watford.

I joined Starwood (or ITT Sheraton as it was then known) in 1987, working at the Sheraton Skyline Hotel at Heathrow Airport, and have been with the company ever since.

What have been your career highlights?Well, where to start? Firstly, launching two new brands in the UK market in 2011 with the openings of W London – Leicester Square and Aloft London Excel in quick succession was incredibly exciting. It was great to see our customers and guests so excited about these two new lifestyle brands coming to the UK market.

In addition, I look back on the time I spent working in Africa

IN BRIEF

with extremely fond memories. It was a challenging time but a fantastic learning experience and I was fortunate enough to meet numerous heads of state including Nelson Mandela on several occasions.

What challenges do you face as an area manager?I think one of the biggest challenges in this role is to ensure we keep adapting to how consumer behaviour has altered over the last few years. Technology has fundamentally changed how people research, choose and book hotels and today it has even changed the hotel experience significantly. For example, Starwood recently launched ‘keyless check-in’ through our SPG app, meaning that guests can bypass the front desk and open their room just with their smartphone! This technology will be rolled out to all W, Aloft and Element hotels around the world in 2015. The big challenge for us is to keep innovating like this in order to ensure that we continue to provide services and experiences that really enrich the lives of our guests.

On a more personal level, a challenge is certainly getting the work-life balance right. This is not just for me, but also for the teams in the hotels as this is a 365 day a year, 24 hour a day business.

What’s your favourite role?My current role as area manager UK and Ireland is definitely my favourite, purely because it’s so varied! Recently I was at the opening of the brand new Aloft Liverpool. It’s an exciting opening for me, not just because it’s a fantastic building and a great product, but because it’s our first franchise hotel in England. We’ve very much enjoyed working with our franchise partners at Redefine BDL and believe that franchising brands like Aloft will enable us to grow our footprint further in the UK market.

What has been the most important lesson learnt so far as an area manager?Never forget where you have come from. Treat everyone as you would wish to be treated yourself and make your teams feel part of something special.

What are your future plans?More of the same! I would certainly like to open more hotels in the UK and Ireland and bring brands such as Westin, Element and St. Regis to this market. I’m also very much looking forward to relaunching The Park Lane Hotel in 2016 following a major renovation.

Hotel, leisure and sport construction at highest level since 2012

Zibrant boss launches initiative to nurture female hospitality talent

Meet the ‘Winners’ at the 2015 cooler conference & trade show

Figures reveal that the value of hotel, leisure and sport construction contracts awarded near the end of 2014 reached its highest level in two years.

Barbour ABI, which is a chosen provider of construction data to the Office for National Statistics (ONS) and the government, recently published its latest Economic & Construction Market Review revealing that the value of hotel, leisure and sport construction contracts totalled more than £574m in November 2014, an 8.8% increase on October and 34.3% higher than November 2013.

The report also showed that the sector accounted for 10% of the total value of all construction contracts UK-wide, with 40% of these awarded in London.

Michael Dall, lead economist at Barbour ABI, commented: “The value of construction contracts awarded in the hotel, leisure and sport sector in November 2014 rose to its highest level since 2012, which is hugely encouraging for the wider industry.

“It’s not surprising that London was the main location of activity in the sector, with 40% of the total value of all contracts awarded. This is largely due to the award of a £100m contract to develop a five-star hotel at the site of the Great Scotland Yard building in Whitehall, as well as a contract to develop the Artotel Hotel in Hoxton worth £40m.

“2013 was a strong year for planning activity in the hotel sector, with a number of high value schemes reaching detail planning stage. This is now filtering through to contracts awarded, and in 2014 (up to December) there were a total of 210 projects containing hotels across the UK, worth a total of £1.4bn.”

The Economic & Construction Market Review is compiled from Barbour ABI’s records of construction data for every UK planning application, and key indicators, such as the Office for National Statistics’ Construction New Orders data.

Alastair Campbell is to be the keynote speaker at the British Water Cooler Association (BWCA) annual conference on 19th March 2015 in Nottingham. Famous for his role as former prime minister Tony Blair’s spokesman, Mr Campbell’s new book ‘Winners’ will be given to every delegate.

The annual trade show takes place on the same day and is free to attend. The show, the only dedicated UK event for those who procure water coolers, offers hoteliers a one-stop-shop for all that is new about water coolers including

hygiene, installation and safety issues. It includes free seminars in the Showcase & Knowledge Arena segment of the show. BWCA general manager, Phillipa Atkinson-Clow, said: “This is the must-attend event for anyone in the hotel industry.”

For booking details for conference delegates and details of the show visit www.bwca.org.uk/conference-2015.

The event sponsors are: Pureflo, Crystal Mountain, Princes Gate, Angel Springs, 4 Aces, Kleena Coola and Database Workshop.

Fay Sharpe, managing director of Zibrant, is inviting the event and hospitality industry’s rising female stars to join an industry-first initiative.

Fast Forward 15 is designed to develop aspiring female candidates in the events and hospitality sector, through providing opportunities to gain visibility, exposure and confidence. Selected candidates will be given access to, and insight from, some of the most senior figures in the industry – a hand-picked portfolio of influential key players, willing to share their knowledge and experience with aspiring women at all stages of their career, with the course supported by Ishreen

Bradley, Bizas Coaching and Consulting.

Fast Forward 15 is a not-for-profit and free venture, and the application process formally opened on 15th January 2015. The 15 candidates will be selected following an interview process and announced at a special launch lunch, taking place at the Savoy Hotel on 20th March 2015.

Commenting on the significance of Fast Forward 15, Fay Sharpe said: “Giving back and investing in future talent has been a founding principle at Zibrant, which has been reflected in our Times Top 50 for Women awards. It felt like the right time to share the positive benefits of ‘paying it

forward’ with the wider hospitality industry.”

Sharpe continued: “Fast Forward 15 was inspired by a personal desire to give back, do something good and help others realise their potential. I’m deeply excited by the prospect of the inaugural ‘class of 15’ and look forward to leading the programme during the year.”

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MAKING A MOVE

School masterThe National Hotel School in Telford has announced the appointment of Master Chef of Great Britain Sean McNulty as its first chef lecturer to lead on all culinary skills training. With over 30 years’ experience, Mr McNulty has worked in commercial kitchens across hotels in the Trusthouse Forte and Metropole Groups, as well as at the NEC. More recently he has focused on the teaching side of the sector.

Redefi ned roleRedefine BDL Hotels has appointed Joanne Taylor-Stagg to the role of divisional director. Formerly the general manager of Crowne Plaza London – Docklands, Ms Taylor-Stagg joined the Redefine BDL Hotels team in 2011. She will now oversee operations across nine of the company’s properties, including Crowne Plaza, DoubleTree by Hilton and Radisson Blu branded hotels, located throughout the UK.

Michelin manRichard Allen, who has held a Michelin star since 2011, has taken over the running of The Orangery at Rockliffe Hall. As executive head chef, Mr Allen will also work with the teams in the five-star resort’s other two restaurants, the Clubhouse and Spa Brasserie. Before joining Rockliffe Hall, Richard was executive chef of the Michelin-starred Tassili restaurant at the five-star Grand Jersey Hotel.

PROPERTY NEWSQHotels expands portfolio to 27 hotelsQHotels has added six former De Vere Hotels and De Vere Luxury Lodges to its portfolio.

The six hotels, located across the UK, are: Cameron House, Loch Lomond; Dunston Hall, Norwich; Oulton Hall, Leeds; Mottram Hall, Macclesfield, Cheshire; Slaley Hall, Hexham, Northumberland; and Belton Woods, Grantham, Lincolnshire. They will be managed alongside the existing QHotels portfolio of 21 hotels led by managing director Michael Purtill and finance director Ian Goulding.

Mr Purtill commented: “This is a really positive move that will help drive long-term, sustained growth for the QHotels brand. The six hotels are an excellent fit as they are renowned for their first-rate facilities, catering and service. This aligns with our guest-first ethos and enables us to effectively expand our UK reach.”

He added: “We will be working with each hotel on an individual basis to ensure we build on the best of what they have to offer and complementing this with our experience and expertise.”

Interstate Hotels & Resorts announces new signingsUS-based global hotel management company Interstate Hotels & Resorts has announced six new hotels recently signed in the UK.

The additions to the company’s portfolio are: the 95-room Holiday Inn Express Dundee; the 179-room Staybridge Suites Birmingham; the 124-room Ramada Encore Luton Airport; the 90-room Holiday Inn Express Wigan (opening 2015); the 124-room Indigo Hotel Brighton (opening 2016); and the 50-room Ibis Styles Greenwich North (opening 2016).

“With our established Interstate UK and Europe platforms, the company continues to successfully grow in the region,” said Jim Abrahamson, chief executive officer of Interstate Hotels & Resorts.

He added: “Employing our global knowledge, vast resources and strong relationships with all major international brands, Interstate is well positioned to deliver dedicated, localised service and exceptional results to hotel owners and developers.”

Sheffi eld’s Best Western Cutlers Hotel sold out of administrationPhil Pierce and Ben Woolrych, partners at restructuring firm FRP Advisory, have sold

Sheffield’s three-star, 45-bedroom Cutlers Hotel out of administration to local hotel operator Saxon Hotels Ltd.

Saxon Hotels’ chairman and owner is Greg Dyke, the former director general of the BBC, and the current chancellor of York University and chairman of the Football Association.

Cutlers Hotel, a member of the Best Western Group of independently owned hotels, was sold as the principal asset of Meridius Limited, which went into administration on 11th September 2014. The successful sale preserves the jobs of all 16 staff.

Mr Pierce said: “The administration period provided a vital cushion to allow for a thorough marketing process while the hotel continued to trade as normal. Interest in the hotel was widespread and we received competing offers for the business but in Saxon Hotels we have found an experienced and high-quality local operator offering the best long-term solution for the Cutlers Hotel.”

Apex Hotels acquires fi rst Glasgow propertyEdinburgh-based Apex Hotels is to move into the Glasgow market for the first time with the acquisition of Marks Hotel in Bath Street. With a total investment of £10.5m, Apex Hotels will close the hotel to carry out an extensive refurbishment of the 104-bedroom city centre property. The hotel is expected to relaunch in June 2015 as the four-star Apex City of Glasgow Hotel.

This announcement comes just after the company reported increases in revenue and profit to the year-end in April 2014, with turnover for the group up 11% on the previous year to £56m.

Apex Hotels purchased Marks Hotel from Glasgow-based Rossmark Hotels, a sister venture to Glasgow property investment and development company Belgate Estates, whose portfolio includes a shopping centre in Glasgow and Cumbernauld town centre.

Ian Springford, Apex Hotels chairman, commented: “We have been looking for the right opportunity to expand into Glasgow for some time. In terms of size and location, the Bath Street property is an ideal fit for Apex Hotels and will become a very welcome addition to our growing portfolio when it opens this summer.”

New year, new look for BadgemasterBadgemaster kicked off 2015 with a brand new website launch and a new innovation for the badge industry. Hotel Business caught up with the latest from the UK’s leading badge manufacturerFollowing a fantastic year of growth and achievement, Badgemaster started 2015 with a brand new look and a product innovation that is completely new to the badge-making industry. Following the company’s acquisition of one of its major competitors, Akorn Badge Company Ltd, last September, Badgemaster headed into 2015 with over 22 years of combined technology and expertise, fresh rebranding and boosted buying power, now collectively serving over 27,000 accounts spanning small employers with less than ten wearers, to most of the UK’s most famed brands with thousands of wearers nationwide.

Cementing this fresh chapter in the company’s 22-year history is the launch of a new website, www.badgemaster.co.uk, which offers a host of brand new innovative services to customers. The fully interactive site provides a full and comprehensive outline of the company’s products and service options, from the varying styles of badges to lanyards,

interior signs, door and desk plates and key fobs, to name a few. The clean, easy-to-navigate design allows users to research the products they need, and also offers a host of unique innovative services which put the customer in the driving seat when placing their next order.

Bespoke design in your handsThe user-friendly facility to design your badge in its entirety, from concept to finished PDF proof, is available 24 hours a day, seven days a week via the Badgemaster website. Users create their vision on screen from a wide range of shapes, colours, fonts, finishes and fasteners to create a design that entirely meets the needs and requirements of your business. The ability to upload logo designs and customer data entry fields gives you the control to create exactly what you need – a great hands-on opportunity to get involved and ensure personally the design meets your expectations. For the time-short or

less confident in design, Badgemaster also supplies a completely free design service through its on-site team of experts at its Nottingham HQ, which can create designs following a brief to your specification.

The convenience of online re-orderingAll existing Badgemaster customers are also given an online login, enabling them to reorder replacements and new badges via the bespoke online portal any time, day or night. Your personal login allows controlled fields for editing, so new names, spellings and job titles are entirely yours to control, reducing the risk of spelling inconsistencies. Log in anywhere at any time for the easiest, fastest way to order badges online.

The one thing that underpins all these welcome additions and features to the Badgemaster offering is a customer-centric focus – making life as convenient and easy as possible to keep tabs on

badge ordering. This ethos, which has remained at the core of Badgemaster since its inception in 1992, is now supported by state-of-the-art technology which enables customers to really drive their own needs as and when they need it. With an entire manufacturing process under one roof in Newstead, Nottinghamshire, the whole process, from design, engraving, pinning, finishing and posting, is managed in-house, allowing full control, accountability and management of orders, resulting in thorough on-site checks and quick turnaround. With the welcome recent addition of Akorn Badge Company Ltd, the company is now secured as the UK’s largest badge manufacturer.

The company’s founder, John Bancroft MBE, says the brand new online presence is the culmination of a number of years’ hard work, innovation and investment from the company, kicking off 2015 to a perfect start. He told Hotel Business: “This is an amazingly exciting time for Badgemaster. Everything is now coming together, from our acquisitions, technological developments, fresh new design – we really are pushing the business forward into 2015. We’ve had a fantastic 22 years, but there are always better ways we can service our customers. Our team is working tirelessly with the end view to make our customers’ lives easier. Our new web presence is reflective of a stronger, better Badgemaster for 2015 and beyond.”

10 www.hotel-magazine.co.uk

HB meets

Quick fi re questions Last hotel you stayed at?Sheraton Luxury Collection, Costa Navarino, Greece.

Your favourite food?Almost anything, but I do like Asian, steak tartare and a good foie gras.

The one item of technology you can’t live without?Anything Apple.

What is the most important life lesson you’ve learnt?There are no short cuts!

Interview

The

BIGHelder Pereira, CEO of Redefi ne BDL Hotels, discusses the future for his company and the challenges ahead for the hotel industry as the pace of change continues to increase

through multiple distribution channels is going to be key to maintaining margins.

There is also a trend towards lifestyle-type hotel brands but this will take many years to have critical distribution due to planning and difficulty in finding good locations.

In general, how do you think the hotel industry is performing at the moment?The industry is in a good place, with London expecting a record year and the provinces showing strong growth on the back of a good UK economic recovery.

How do you see the future for the hotel industry?It will continue to perform well relative to other asset classes as tourism worldwide expands and new developing markets acquire the means to travel. However, the industry will need to discover the means to make it relevant to these new markets as well as the new upcoming generation of consumers.

What are your main marketing goals for the next year with Redefi ne BDL?To drive business to the hotels we manage, to position the company in the investor community and to maintain close relations with our current owners.

What are the plans for Redefi ne BDL in the future?To consolidate its recent management contracts and then look at expanding into mainland Europe.

Can you tell us a bit about your background and how you came to your current role?I was managing director of Southern Sun Hotels and executive director of Tsogo Sun Holdings – listed in the JSE and the largest hotel and gaming company in South Africa, with just under 100 hotels.

I left Africa to start up Redefine and acquired the Splendid portfolio of hotels in December 2010, which was one of the largest hotel transactions that year in a very quiet market.

In 2013, Redefine Hotels acquired BDL Management and I became CEO of the newly formed Redefine BDL Hotels. In 2014, Redefine BDL was successful in its bid to manage the core hotels of LRG Acquisition Ltd, and the company is today the fifth largest hotel management company in the UK and Ireland.

What do you fi nd most challenging about your job?Retaining good people and ensuring best-in-class performance.

“The BHA’s Big Hospitality Conversation continues to establish hospitality and tourism as the driver

of growth, and 2014 saw the creation of over 35,000 work placements, apprenticeships and

jobs across 22 regional events”

What is the best part of your job?Dealing with our staff – the industry is full of dedicated people who live for this industry.

What do you see as the most important elements in developing Redefi ne BDL further?Redefine BDL will need to show investors that it can deliver sustainable performance on any hotel asset it manages. To do this we need a culture of transformation and boldness – and therefore we need the ability to attract and retain good people.

Have you noticed any hotel trends emerging this year?Not new trends but rather the pace of change is accelerating. The managing of hotels’ bedroom stock

Industry InsightNew beginnings and opportunities are part and parcel of a new year, says Ufi Ibrahim, CEO of the British Hospitality Association2015 promises to bring with it opportunity aplenty for both the industry and the BHA. Indeed, the arrival of a new year inevitably heralds a period of reflection and retrospection but more importantly a series of new beginnings. In January, Nick Varney from Merlin Entertainments became the new BHA chairman, bringing with him a wealth of experience and new resolve which will strengthen our remit to focus on building the hospitality and tourism community beyond expectation.

It is clear to see that this has been a pivotal 12 months for the hospitality and tourism industry, and the BHA has seen greater involvement from its members than ever before. Looking back over 2014, a particular high point was the launch of the Tourism Council at the 2014 Hospitality & Tourism Summit. A partnership between government and industry to focus on improving skills, increasing the quality and quantity of jobs and boosting enterprise, the Council is a demonstrable commitment from both parties that hospitality and tourism are important to the economic and social foundation of our society. What’s more, it demonstrates an evolutionary march of industry leaders towards a united ‘one voice’, which sees us taking our partnership with government to new levels. This collaborative partnership will surely provide fresh impetus and gravitas for our work in 2015, especially important with the general election just around the corner.

Cementing the relationship with UK government is just the start, though, and actions surely speak louder than words. 2014 saw real progress in job creation thanks to the proactive and collaborative actions of industry leaders, and underpinning all our work is the need and desire to inspire the next generation and attract talent towards hospitality and tourism careers. The BHA’s Big Hospitality Conversation continues to establish hospitality and tourism as the driver of growth, and 2014 saw the creation of over 35,000 work placements, apprenticeships

and jobs across 22 regional events. With a target of 60,000 by 2016, there is still some way to go but our industry knows that proactive action is a necessity for its growth. It is no longer enough to expect that young people will naturally gravitate towards a career in hospitality and tourism; we have to find ways to demonstrate career paths that develop these stars of the future.

Patrick Dempsey OBE, chairman of the Big Hospitality Conversation and MD of Premier Inn said: “Hospitality is a vibrant, growing industry with a lot to

offer. There is a huge pool of talent in the 16-24 age group and we are committed to helping raise awareness among young people that are unemployed, not in education or training, offering significant opportunities for them to join and develop their careers within the hospitality industry. We will train young people, providing them with qualifications and long-term prospects within a sustainable and thriving industry.”

Beyond the UK, the BHA continues to champion global competitiveness. While 2013 was focused on helping

to simplify tourist visa applications for Chinese visitors, 2014 saw proactive and fierce lobbying to cut VAT on hotel accommodation and tourist attractions to 5%.

Britain’s best-selling daily newspaper, The Sun, backed the cause with gusto with its ‘Give Us a Break’ campaign, highlighting how chancellor George Osborne can give Britain’s hard-pressed regions a bolster that will benefit everyone over the long term. The campaign continues to attract thousands of industry supporters, encompassing industry

bodies such as the BHA and BALPPA, to small B&Bs, family-run attractions, zoos and major international brands. It also highlighted to the British public the importance of hospitality, not just for job creation but also for economic contribution to the national economy.

These successes are just a snapshot of the ambition, passion and commitment rooted in our industry. We know that successful relationships are imperative, and with the 2015 general election just around the corner and Nick Varney’s appointment as new BHA chairman, now is the time to build on our political capital for the important year ahead to ensure that hospitality and tourism continues to be judged by government and policy makers, as well as real people, as a visionary, cohesive, economic powerhouse in the UK which builds careers, shapes communities and generates income for the regions and the UK as a whole.

11www.hotel-magazine.co.uk

food and drink

With the new allergy labelling regulations now in place, Angela Corpes of the Royal Society for Public Health (RSPH) discusses a new qualifi cation aimed at people involved in the production, preparation and serving of food to support higher standards in identifying and controlling food allergy risks

Safeguarding thewellbeing of the public

Creed Foodservice launches online access to allergen information

Show allergen information with custom printingR isks to public safety resulting from poor food safety

practices can range from discomfort to long-term health conditions and potentially fatal allergic reactions.

With changes to food labelling law introduced in December last year, food establishments are under increasing pressure to be able to protect people with allergies and intolerances while ensuring compliance with existing and new food law. The new EU Regulation on the Provision of Food Information to Consumers (1169/2011 EC) includes new legislation for food businesses to provide allergy information on food sold unpackaged – in, for example, catering outlets, deli counters, bakeries and sandwich bars.

There will also be changes to existing legislation on labelling allergenic ingredients in pre-packed foods. One of the key challenges for industry staff and customers is knowing what questions to ask and what food chain information to insist upon. All those who work in the food industry need to be trained and supervised to handle food safely, as required by their job role, and the new legal requirements mean that an accessible guide to the implementation of these changes will be invaluable to maintain and improve standards in the handling of allergens.

In support of RSPH’s commitment to high-quality food safety practices and the protection of human health, we are developing a qualification aimed at people involved in the production, preparation and serving of food to support higher standards in identifying and controlling food allergy risks.

It will enable trainers to increase awareness of why food allergens need to be controlled as well as provide strategies for control, such as reducing cross-contamination and improving communication throughout the entire ‘farm to fork’ process.

The Level 2 Award in Identifying and Controlling Food Allergy Risks will emphasise the vital importance of communication with customers as a means to improve customer experience, avoid litigation and, most importantly, to safeguard the wellbeing of the public.

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Campaign supportThe qualification was developed with the help and support of Allergy UK, Anaphylaxis Campaign and Campden BRI.

Moira Austin, information manager at the Anaphylaxis Campaign said: “The Anaphylaxis Campaign welcomes this new allergy awareness qualification for caterers. Eating out can cause great anxiety for food allergic individuals and ensuring that catering staff are allergy aware and educated in how to manage allergens safely can help to ease this anxiety and make eating out a safer and more enjoyable experience for them.”

For more information visit: www.rsph.org.uk/foodallergy; twitter: @R_S_P_H

Wholesaler Creed Foodservice has launched an online allergen tool to enable caterers to check the allergen content of any products available through the distributor.

With the tool available via www.creedfoodservice.co.uk, caterers simply need to insert the Creed Foodservice product code and a list of allergens contained in the product will be shown. Allergen information for a number of products can be viewed at the same time, meaning caterers do not have to spend valuable time seeking out information from different sources. This can help with set menus, buying lists and contracts.

Creed says that product information from its suppliers will be updated regularly to ensure the tool is as up to date as possible for customers. The Creed Foodservice website also gives specific information about gluten sources as well as guidance to caterers on how they can communicate allergen content to customers in their outlet.

The new regulations mean that caterers now have legal responsibilities to provide customers with correct information about 14 specific allergens that might be present in the food that they serve.

Andrew Stedman, sales & marketing director at Creed Foodservice said: “The introduction of rules regarding allergens communications to consumers could be a challenge for many smaller caterers without the time and resources to find out all the information required on a regular basis.

“Although the onus will still be on customers to check packaging and ingredients, we wanted to give our customers an easy-to-use resource to find out the allergen content in the products we offer, as well as guidance and support on how best to communicate to their own customers. The response so far from our customers regarding the online tool has been very positive.”

Custom-printed packaging is available from Huhtamaki to help foodservice providers comply with Food Information to Consumers’ (FIC) Regulation 1169/2011, which came into force from 13th December 2014.

Huhtamaki’s range of disposable food and drink containers can be customised to enhance a brand’s corporate image, with essential allergen information printed directly onto the packaging. The customised printing makes it possible to highlight exactly what is contained in the food and drinks you serve.

Changes to food labelling legislation within foodservice have seen it become law for operators to provide specific allergy information for 14 food allergens: gluten-containing cereals, crustaceans, molluscs, fish, peanuts, lupin, nuts, soya, eggs, milk, celery, mustard, sesame and sulphur dioxide. Under the new regulations, information must be provided for food being sold non-packed or pre-packed to make it easier for people to identify ingredients they need to avoid.

Huhtamaki manufacture a variety of disposable packaging solutions, which can be customised to incorporate bespoke messaging. Items available include a selection of paper food containers, paper hot and cold cups, food-to-go boxes and pizza boxes.

For more information, visit www.foodservice.huhtamaki.co.uk or call Huhtamaki on 02392 512434.

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12 www.hotel-magazine.co.uk

housekeeping

Gillian Farrar of the Textile Services Association (TSA) outlines some of the advantages of using outside suppliers for a hotel’s linen and laundry

Linen & laundry: in or out?

T he big advantage for a hotel in outsourcing its laundry service is a consistent supply of quality linen. Problems with linen can cause a major headache for housekeeping staff and have the potential to close a hotel. While it’s relatively

easy for bar staff or kitchen workers to buy the new supplies they need from cash and carry or specialists at short notice, it’s much more difficult with linen. There is also the issue of value for money.

“The cost to a hotel of its linen is something no one discusses,” says David Stevens, TSA board member and managing director of Paragon Laundries. “TSA members like us can supply a bed pack of sheets, duvet cover and pillow cases for a typical hotel at less than half the price of a cappuccino served in the bar. A professionally procured linen rental service guarantees supply and saves a hotel money.”

But the key to outsourcing the management of a hotel’s linen is a partnership with the right supplier. That means it is vital to visit the laundry before deciding to work with them.

Jason Miller, TSA board member and chief executive of Clean says: “You must make sure your laundry partner meets all the relevant environmental, health, safety and legal regulations. Think about the approach to energy usage – what will be the carbon footprint of your linen if you rent it from them? But you should also check where they source their linen. Is it from one provider, is it consistent quality and is it made in well-managed production facilities?”

A hotel will want the best for its guests but it has to manage budgets as well, and a specialist laundry will be able to match the right linen specifications to the brand at the right price.

“All textile service providers can offer standard solutions to five-star hotels – say a bed sheet with a 300-thread count,” explains David Stevens. “Any higher than that, or a special request and the provision of linen becomes a bespoke service at a higher price. Hotels need to work with their suppliers to match their needs against budgets – we can do that,” he adds.

Consistent supply is central to a successful outsourcing model. Hotel managers and their housekeepers need to know the right

Top tips for bringing your laundry in-houseBringing just some of your laundry processing in-house can create substantial savings and benefi ts – and can be much easier than you think, says Victoria Davies, marketing manager of PHS Laundryserv, one of the UK’s leading suppliers of commercial laundry equipmentIn most cases, simply bringing some of your laundering in-house, for example towels, can be enough to make substantial savings. A common option is to use a split system, whereby you continue outsourcing bedding and tablecloth laundering, but wash towels and items such as bar towels, chef’s whites and shower curtains in-house. The laundering of these items is quick and easy and requires little, if anything, in the way of finishing.

Location, location, locationDepending on the size of your hotel and the volume of items you need to wash, finding a location for your in-house laundry can be easier than you realise. Potential solutions could be an outbuilding that already has services (i.e. power and drainage), or the conversion of a ground-floor storage area or bedroom.

Avoid capital expenditure Don’t fall into the trap of buying ‘semi-professional’ equipment, as any short-term savings will prove to be false economy in terms of utility usage, cycle time and robustness. Alternatively, look at taking commercial equipment on a flexible service rental basis, as this allows you to install a laundry while keeping costs to a low monthly payment. It also ensures there are no hidden costs, as all maintenance, breakdowns, parts and labour are included.

For further information, or to request a free feasibility survey, visit www.laundryserv.co.uk/hotel or call 0800 7311 399 (quoting ref S1450).

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13www.hotel-magazine.co.uk

housekeeping

“You must make sure your laundry partner meets all the

relevant environmental, health, safety and legal regulations”

amount of linen will be provided to a schedule. The best way to achieve that is a shared stock inventory managed via the tracking of each piece of linen – i.e. using radio frequency identification (RFID).

“You should always consider asking a potential laundry partner about their position on RFID,” says Jason Miller. “If they are not RFID-enabled or planning to invest in it, what stock inventory systems do they have in place and how do they monitor the loss of linen?

“It’s worth remembering that around £40m-worth of linen goes missing through mismanagement or theft and this cost might be passed back to the hotel,” adds Jason. “The TSA is officially backing the use of RFID as best practice and a means to provide hotels with certainty of supply.”

The Textile Services Association (TSA) is the trade association for the laundry, dry cleaning and textile rental industries in the United Kingdom, with membership

On-premises laundry could unlock signifi cant cost savingsA family-run company, established in 1926, Forbes Professional is proud to be partnered with Miele Professional, enabling us to provide the highest quality of both service and product.

While clean, high-quality linen and towels are often taken for granted by guests, they are paramount when creating the right impression. Fresh sheets and fluffy towels are essential components to a comfortable stay and any shortfall in this regard is sure to be noticed and elevated by hotel guests. Laundry is also a key financial consideration for any hotelier as it can prove to be a very expensive operation.

We are frequently approached by hotels that currently outsource their laundry but are looking to regain quality and cost control. Forbes offers a cost calculation for complete transparency of projected savings for each environment, and will find a bespoke solution for each project. As well as being cost-effective, an on-premises laundry (OPL) relinquishes the hotel of the worry of delayed laundry deliveries or substandard end results.

In our experience, when setting up an OPL, hoteliers often start with an area that is close to the main services and will allow for expansion over time. Bringing bed linen in-house requires a degree of expertise in order to achieve the requisite standards of finishing, while the processing of towelling items does not demand such specialist knowledge. Initiating the process by bringing towels in-house ensures quality-control of that area, while enabling progression to bed linen as the facility allows.

Miele’s Octoplus 8kg machines provide the ideal solution for such an operation. They offer the utmost in utility, flexibility and product quality, while providing a stackable option to minimise their footprint and allow for easy scalability. Our Miele products are extremely user-friendly, with hotel-specific programmes available in multiple languages.

Forbes’ complete care package gives clients access to the latest Miele appliances and the benefit of a comprehensive service back-up, with a simple monthly payment structure and no unexpected maintenance costs.

Contact: Forbes Professional, 0845 070 2335, www.forbes-professional.co.uk

14 www.hotel-magazine.co.uk

housekeeping

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ranging from large multi-site public companies to smaller family businesses. TSA acts to lead the industry – to represent the sector effectively and with authority to government both in the UK and EU, to regulatory bodies and to the media. TSA works closely with the Institute of Hospitality, British Hospitality Association and UK Housekeepers Association to ensure that linen provided to hotels, restaurants and event companies is cared for properly, managed and provided to the best quality for guests’ enjoyment. For more information, visit http://www.tsa-uk.org

The guarantee is a result of extensive independent testing on bed bugs from the field, which concluded there is a “frightening” level of resistance to the chemicals that both professionals and amateurs can use to control bed bugs.

The company now only recommends heat treatment, as it kills the bugs in all their stages (including the egg stage) and bugs cannot build up resistance to it. It is able to offer national coverage and rapid response, and a 12-week guarantee.

Managing director Gareth Purnell says: “We independently tested over 30 chemicals on bed bugs from the field – both professional and amateur dose. The results could not have been clearer. The level of resistance among bed bugs to the sprays that can be used against them is huge. Many of the chemicals licensed to kill bed bugs had absolutely no effect whatsoever.”

With heat treatment, rooms and/or items are gradually brought up to temperature under the guidance of experienced technicians. Sensors ensure difficult-to-reach areas where bugs like to hide attain the optimum temperature to completely eradicate the bugs for the required time frame, usually two hours.

“Not only is heat treatment the most effective approach, but it is also the most convenient and cost-effective for the hotel and accommodation industry because no furnishings have to the thrown away in the event of an outbreak, and

Keeping it clean and crispWith over a quarter of a century’s professional experience, Sara Cockram, head housekeeper at the Evesham Hotel, shares her expert laundry knowledge…Ensuring the linens stay crisp and white is one of the most important elements of running a hotel. It is also one of the most time-consuming for the busy hotelier or housekeeper – but never underestimate how important it is. You can be sure your guests will notice if the linen is not up to scratch.

After 25 years in the business I’ve sorted, washed and ironed a countless number of items, so I have put together a few top tips to share…

Firstly, be aware that there are two different types of laundry: guests’ clothing and hotel linen, and you need to treat them differently.

When handling guests’ clothing it is vital to do so with the utmost care, ensuring everything is recorded and noted. The condition of the clothes should be checked for tears, holes or missing buttons (you could sew buttons back on for a really great service). You will also need to check for stains or marks and then spray with a suitable pre-wash solution. Remember to look at the care label for every single item – you do not want to mix silks with cottons!

If anything needs to be dry cleaned and sent out, you should check the guest is aware and happy for this to be done.

Once washed and dried, the clothes should be returned ironed and either folded or on hangers to go straight into the wardrobe. Underwear should also be neatly folded, then placed on the laundry bag on top of the bed.

Laundering the linen for the hotel can be outsourced but you will still need to keep meticulous records and use a company you can trust. I would always check with other hotels for feedback and recommendations when choosing a new supplier.

You will need to do regular stock checks so I would suggest keeping your own up-to-date list of items sent and received, not just relying on the suppliers to keep their records. And when the laundry comes back, make sure to check the condition immediately so faults can be remedied there and then.

Keeping everything pristine and giving a quality service will be appreciated by your guests and also enhance your hotel’s reputation!

rooms can be back in action straight away,” added Gareth. “Plus there is no need to repeat visits.”

The heat treatment guarantee forms the cornerstone of British Bug Control’s ‘Protect, Detect, Destroy’ system.

Protection is offered through the Cimexine Sure-Guard mattress and bed base encasement, which take away the preferred harbourage points for the bugs. They are also silky-soft and fully waterproof, and many hotels are buying into them because they keep the mattress pristine and prevent any accidents ever making it through to the mattress itself.

Detection is offered through the use of highly trained bed bug screening dogs, which can rapidly sweep hotels and have been known to check over 200 rooms in one day.

The company has also developed the only bed bug monitor with a viewing window, meaning housekeeping can check for bed bugs once a week without having to risk coming into contact with them. The Bug Drawer Monitors sit discreetly at the back of the bed base and act as an effective on-going early warning system for bed bug outbreaks.

See more information on the system and all products at www.cimexine.com

Guaranteed eradication of bed bugsBritish Bug Control is off ering guaranteed bed bug eradication as part of its breakthrough ‘Protect, Detect, Destroy’ system.

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16 www.hotel-magazine.co.uk

weddings

Weddings can be a lucrative revenue stream for hotels. But when the happy couple entrust you with the biggest day of their lives, you can’t aff ord to get it wrong. So here’s some advice from the experts on turning your hotel into a dream wedding venue

Planning

“Saying you offer a red carpet on arrival isn’t exciting –

most hotels will do the same. Having bucks fi zz on your list

is also very dated”

H oteliers are no strangers to the pressure of delivering the ultimate customer experience and fulfilling exacting requirements, but at no time is this more acute than when

hosting a wedding. What’s more, whether you plan to provide the venue for a post-ceremony celebration or the whole big day itself, you need to make sure your offering stands out from the crowd so the happy couple choose your hotel over your local rivals.

Liz Taylor, managing director of UK and European wedding planners the Taylor Lynn Corporation, has organised hundreds of celebrity and private weddings over a 26-year career, working with some of the UK’s leading hotels. She believes she knows exactly what a hotel needs to do to stay ahead of the pack as a wedding venue.

“The style of a wedding often follows fashion trends – whatever colours are ‘in vogue’ on the catwalk will be making an appearance at your wedding tables, so I suggest venues keep in touch with designer fashion to be ahead of the game,” says Liz.

“Celebrity weddings are also a big influence in wedding style, so again keep track of the latest ones to get a good sense of the potential popular styles

this year. An example of this was Kim and Kanye’s wedding – the famous flower wall that was featured in the wedding pictures is now being offered by various hotels to their customers. It’s proven to be a lucrative upselling opportunity!”

Romantic styleLiz feels that 2015 is set to be the year of increased budgets and beautiful, romantic weddings – so

– all very al fresco Italian. Or boho luxury – an extension of the vintage style but softer and more feminine with a touch of 1960s flower power! Light floral table linens, mismatched furniture, flowers in jam jars, chunky candles on old china plates, summer garden flowers, strings of handmade lanterns and sharing food plates.”

There are also two key trends in wedding format this year, according to Liz. One is guests attending for the whole of the wedding day rather than having a separate evening reception. Here, couples will often have a celebration afternoon tea rather than a wedding breakfast, followed by a party later in the evening. Secondly, more couples are asking for the drinks reception to be held before the wedding ceremony – then going straight into a wedding celebration party after the vows have been exchanged.

“It’s an opportunity for hotels to incorporate new options into their wedding packages with a range of drinks receptions, catering choices and ideas to entertain guests all day long,” says Liz.

Changing demandSandy Moretta and Bernadette Chapman, directors of the UK Alliance of Wedding Planners, have also observed changes in catering requirements, commenting: “Many couples now like to have a group brunch the following morning, catching up with friends and family before checking out of their rooms. Having a semi-private area where this can happen is helpful, as is having the flexibility to allow non-residents to join in the brunch – for an additional fee of course.”

Sandy and Bernadette emphasise the importance of flexibility when it comes to menus. They say: “Most couples these days want their weddings to be bespoke, rather than a ‘package’. Having a chef who will take a genuine interest and tailor a menu to the couple’s wishes is a real asset.”

Liz agrees, observing: “Wedding catering has really changed. Being flexible is important when it comes to meeting the foodie demands of the modern bride. Think fresh popcorn, handmade duck spring rolls, sushi, gourmet fish and chip vans, Mexican wraps, posh kebabs, vintage ice cream vans or VW campers that double up as cocktail bars. And don’t

big dayfor the

venues should make the most of outdoor spaces or romantic settings: “Think warm Tuscan nights with rustic wooden benches, eclectic mix of chairs, understated flowers in old jugs or small wooden wine crates, string pea lights in overhanging trees

To find out more, or to request your FREE hotel laundry feasibility survey,

visit www.laundryserv.co.uk/hotelsor call us on 0800 7311 399 quoting ref S1450

If you currently outsource your laundry, we offer a FREE, no obligation feasibility survey to see what savings you could make by bringing it in-house.

Our site survey and recommendations take your needs and existing arrangements into consideration – many customers have found they’ve saved up to 40% on their laundry costs with our in-house laundry solution.

Bring your washing in, and you could save up to 40%.

To finfeasi

visit

or ca

17www.hotel-magazine.co.uk

weddings

It’s important to offer tailor-made packages based on the couple’s preferences. It’s also vital to take the time to get to know the couple from the outset, establish their requirements and offer excellent customer service by ensuring that the couple only deal with the very same co-ordinator from the first meeting through to the big day, where they will be on hand at all times, from the ceremony through to the first dance and cutting of the cake.

It’s imperative to listen to the couple and ensure you have spent enough time with them to know what is important and which elements will really make their day feel special. We believe it’s so important to be flexible and deliver the couple’s dream day, not just a packaged day that isn’t personal to the couple. Always ensure that you can meet expectations – if you make a promise, ensure you can fulfil it.

Small touchesPreparation is key. Ensure you know every last detail of

expect your guests to be waiting in a queue at the buffet – this informal ‘street’ food should be served from food stations around your room for maximum flexibility. Not all couples want a traditional sit-down meal!”

Keeping up to dateAccording to Sandy and Bernadette, it’s essential to steer clear of the standard clichés: “Saying you offer a red carpet on arrival isn’t exciting – most hotels will do the same. Having bucks fizz on your list is also very dated. What about offering a simple cocktail instead?”

Liz also notes that cocktails are increasingly important in wedding catering, and she insists that creative delivery is the key. She advises: “Try ornate filigree bird cages to carry vintage champagne goblets to guests. Intertwined with ivy or even miniature white lights, these lightweight cages can also be used to create a stunning table centrepiece.”

Liz adds: “Informal drinks arrangements are popular still. A champagne or prosecco bar where guests can personalise their fizz with a selection of fruit syrups, hibiscus flowers and infused sugar cubes is popular. Whatever you choose – just be creative!”

Social mediaKeeping abreast of technology and updating what you offer accordingly is crucial, say Sandy and Bernadette. They explain: “Social media is huge, with couples actively using it to plan their weddings. Engage with couples before and after they visit by posting wedding tips on Twitter, or perhaps wedding set-ups on Instagram. Offer free Wifi to wedding guests so they can use it on the wedding day, posting pictures to social media. Have a hashtag for your hotel so you get promoted every time they post something on social media.”

Finally, don’t forget about following up after the big day. Sandy and Bernadette suggest: “How about offering the happy couple one free night or meal in your restaurant on their wedding anniversary?”

Contact: Taylor Lynn Corporation (TLC), 0161 876 6266, www.tlc-ltd.co.uk; UK Alliance of Wedding Planners (UKAWP), http://www.ukawp.com

The personal touchBuxton’s Old Hall Hotel was recently named the East Midlands’ best wedding venue at the Wedding Industry Awards. Victoria Eyre and Jane Egan, the hotel’s wedding co-ordinators, discuss the key aspects of creating an award-winning venue, emphasising the need for a bespoke approach

the wedding by heart, including knowing the immediate bridal party on a first-name basis – small touches make a big difference so ensure you have introduced yourself to everyone.

Ensure you know all suppliers involved in the wedding and have their details to hand so you can get in contact with them if something does not turn up. Finally, be realistic with schedules and always allow extra time in case photography takes longer than expected or the wedding party is running late.

Latest trendsWe have seen a big increase in the demand for afternoon tea with a vintage twist. There’s also a tendency to get married later in the day, and weddings with a more informal buffet as opposed to a traditional wedding breakfast are increasingly popular. Straight top tables are definitely on the way out and round top tables are the preferred option as they are more sociable and less formal. There’s also a tendency for the speeches to take place before guests eat in case people are nervous about public speaking.

18 www.hotel-magazine.co.uk

buying the best

Six of the Best

Linen

See more product news on our website www.hotel-magazine.co.ukMany guests judge a hotel by the

standard of its linen. Here is a selection of buying options to help you fi nd the quality, style and comfort you needDon’t underestimate the importance of a hotel’s choice of linen. In August 2014, Miele Professional surveyed over 2,000 members of the British public, and 40% said the quality of linen affected their choice of hotel. It’s also essential to keep it in the best possible condition; when asked what annoyed them most when visiting a hotel, 71% of respondents singled out dirty linen – the most common answer. Soft and fluffy towels are also of high importance to consumers, with four in five customers saying they notice the quality of towels they are provided with.

Company: King of CottonName of product: Egyptian Hotel Classic Bed LinenDescription: Just one from King of Cotton’s many bedding ranges, the 300 thread count linen ensemble provides exceptional value for high-quality, pure, Egyptian cotton bedding at commercial prices. Beautifully finished, the Hotel Classic range offers an exceptionally wide choice of options, covering sheets, duvet covers and pillowcases, which are finished in white or light grey piping.What are the selling points? King of Cotton’s roots are in providing high-quality cotton products to the hotel trade at realistic prices. Call to set up your trade account with extra discounts.Price examples: Pillowcases £3.38; sheets from £15.17Contact: 0208 332 7999, www.kingofcotton.co.uk

Company: The Fine Bedding CompanyName of product: Smartfil Air duvets and Smartfil Clusters pillowsDescription: Smartfil bedding contains a unique, non-allergenic, multi-layered fibre filling, which is coated with a silicone glaze to create duvets and pillows that shape to the contours of the body for maximum comfort. Smartfil Air duvets and Smartfil Clusters pillows are silky soft to the touch and retain their body and fluffiness even after repeated washing.What are the selling points? Smartfil Air duvets offer superior thermal performance and maximum airflow, keeping guests warm and comfortable, but also wicking away any humidity. Smartfil Clusters pillows contain free-flowing fibres that nestle around the head so guests enjoy a great night’s sleep. Smartfil bedding can be washed in a standard machine at 60 degrees, thereby cutting costly laundry bills.Price: Very competitively priced – call for details.Contact: Kevin Swart, 07780 443 224, info@finebedding.co.uk, www.finebeddinghotels.co.uk

Company: Girbau UKName of product: Girbau Fluffy Towel LaundryDescription: Girbau’s energy-efficient Fluffy Towel Laundry system uses proven technology that has been specifically designed to improve the washing and drying of towels. Water penetrates towel fibres, removes dirt more effectively and opens up the fabric for faster and more effective drying. The result is fluffier, fresh-smelling towels and an enhanced customer experience. What are the selling points? A new concept that can immediately achieve cost savings of 30% and requires no capital outlay, Fluffy Towel Laundry ensures hotel customers always get fresh luxury towels and hoteliers no longer have to worry about quality and supply issues. It also enables the business to eliminate the road miles associated with rental deliveries and their carbon footprint.Contact: 01462 427780, www.girbau.co.uk

Company: Johnsons Stalbridge Linen ServicesName of product: Bed/bath linenDescription: The bed/bath linen hire and laundry service is available in a Premier and Elite range. Both ranges of bed linen are available in single to super king sheets and duvet covers. The Premier duvet cover is available in plain and wide stripe and the Elite in micro stripe. The towels are available from face cloths to bath sheets in both ranges.What are the selling points? The Elite bedding is made from 100% Egyptian cotton and is extremely popular with its luxurious look, quality and feel. The cotton-rich Premier range looks great and is versatile and durable. Both ranges offer a fluffy towel. The high-quality products and services are accompanied by a no-contract policy, flexibility and excellent customer service. Prices: Contact Stalbridge for a free, no-obligation quotationContact: 0800 093 9933, www.stalbridge-linen.com

Company: Lexington Name of product: Lexington Superior Sateen BeddingDescription: Made from 100% Egyptian cotton in a quality referred to as the Superior Sateen. Available in grey and white colour options.What are the selling points? A luxurious bed linen with a soft and silky feel in sateen quality. With the Lexington range you can always combine colours and styles. The superior collection consists of duvets, pillowcases, sheets, bedspreads, blankets, throws and towels. Prices start from: £125Contact: +46 (0)854 555800, www.LexingtonCompany.com

Company: Richard HaworthName of product: Blenheim 100% Cotton Percale BeddingDescription: Richard Haworth’s 100% cotton Blenheim bed linens offer softness and luxury. Using fine yarns and an innovative finish, Blenheim’s 200 thread count provides a beautifully crisp, smooth feel for a great night’s sleep. Produced in classic white, the Blenheim range is available in duvet covers, flat sheets and pillowcases.What are the selling points? With built-in stain release and increased tear strength, Blenheim bed linen looks and feels like new for longer with Richard Haworth’s revolutionary linen finish – Optima. Using innovative technology and chemicals, Optima combats creases, stiffness in handle and niggling crow’s feet that can be problematic when laundering percales.Price including VAT: Pillowcases from £2.09Contact: 0845 337 7001, www.richardhaworth.co.uk

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20 www.hotel-magazine.co.uk

refurbishment

How the Macdonald Alveston Manor Hotel in Stratford-upon-Avon modernised its design and facilities without losing its traditional charm

“One of the key goals was to retain the period details of the existing hotel, such

as Tudor panelling – so the refurbishment was

sympathetic to the original design while complementing

it with modern features”

The refurbished Vital Health & Wellbeing Club has new Technogym equipment, and a state-of-the-art treatment room has also been fitted in the spa.

The Cedar Room – Alveston Manor’s largest banqueting suite which, according to the hotel, is rumoured to have been the setting for the first performance of Shakespeare’s A Midsummer Night’s Dream – has also undergone a full refurbishment to provide a tasteful location for a celebration banquet or special occasion.

Positive feedbackAccording to staff, since its renovation Macdonald Alveston Manor Hotel has seen a surge in bookings for bedroom, conference and wedding facilities, and the feedback from guests has been extremely positive. The hotel’s reputation continues to grow as one the area’s top conference, event and wedding venues, and it recently won the Pride of Stratford Business of the Year Award.

Sam Aziz, general manager, said: “Meetings and conferences are an important way of attracting

Something old, something new

Macdonald Alveston Manor HotelClopton Bridge, Stratford-upon-Avon, Warwickshire CV37 7HPName of interior consultant: THR3DESIGN, www.thr3design.co.uk

Cost of refurbishment: £500,000

Date of project completion: April 2014

How long did the project take from start to finish? Four months

an important part of our offering as well. We hope that this significant investment continues to attract more business and leisure guests to the hotel.”

More investmentThe venue has also invested in landscaping of the hotel’s grounds, with new floodlights, signage and the planting of more trees to enhance its picturesque setting. There are also future plans for a refurbishment of the Manor bedrooms and public corridors, alongside a further extension to the leisure facilities.

Mr Aziz said: “The refurbishment has been very exciting for our team, from having a newly designed bar area, to investing a significant amount in our new state-of-the-art gym facilities.

“The renovation has been aimed at carefully enhancing the period appeal of the hotel while also offering guests the comfort of modern life. My favourite part of the refurbishment has been seeing the results of the changes to the Blue Lounge and the executive meeting rooms, and we’re looking forward to welcoming new and existing guests.”

D eep in the heart of Shakespeare Country, the four-star Macdonald Alveston Manor Hotel is set in its own grounds, just five minutes’ walk from all the cultural attractions of Stratford-upon-Avon in Warwickshire.

A popular venue for leisure breaks, romantic weekends, business meetings or weddings, the hotel is well situated for exploring the surrounding areas, and features attractive gardens and a spa with original 16th century features. The Vital Health & Wellbeing centre offers guests the chance to balance luxury and tranquillity, with an 18-metre heated swimming pool, a sauna and steam room.

The hotel has been awarded an AA rosette for the quality of its food and service, with chefs using fresh British ingredients to complement an extensive wine list at the Manor Restaurant. The Blue Lounge offers a range of snacks and fresh drinks for a casual dining experience.

Last year, Alveston Manor invested over £500,000 to upgrade its facilities and improve its meetings, conference and events product.

The renovation, which began in early 2014 and was completed in April, has transformed the hotel’s public areas, including the Manor Bar, Blue Lounge area and meetings space.

Sympathetic designOne of the key goals of the project was to retain the period details of the existing hotel, such as the Tudor panelling – so the refurbishment was sympathetic to the original design while complementing it with new furnishings and feature lighting.

Alveston Manor’s business centre now includes two executive boardrooms with American walnut tables and leather chairs, while new LED lighting, WiFi and a media wall have been added to enhance the hotel’s conference space.

businesses and the resulting investment to Stratford-upon-Avon. We get bookings from many businesses who want to hold their events in an historic location which is easy to access in the heart of England.

“With so many attractions and natural beauty on the doorstep, tourism and weddings are, of course,

Soft furnishings: Zoffany FabricsBathrooms: Porcelanosa TilingLighting: Porta Romana Wall LightsFlooring: Bespoke Axminster Carpets designed specifically for the projectWallpaper: Cole & Son Wallpapers

Key Suppliers

21www.hotel-magazine.co.uk

hotel clinic

Neil Quigley, managing director at Quality in Tourism, the offi cial assessment service for VisitEngland, explains why it’s more important than ever to focus on repeat business

Energy management – top tipsChris George, head of energy and environment at Whitbread, provides some valuable advice on saving energy – and money

The importance ofcustomer retention

C ustomer retention is invaluable for any business. It is five times easier to keep an existing customer than to gain a new one. Being able to hold on to your guests and to keep them returning year after year is vital to any

establishment and means your business is doing something right. However, value for money is something that is at the forefront of

many travellers’ minds, and with bargain-finding websites such as booking.com and trivago.com, travellers are continuously looking for the best possible deals available. As a result, it becomes more and more difficult to retain customers as they are constantly looking for cheaper offers. In order to keep people coming back for more, hotels must balance value for money with subtle extras that make customers feel special and valued so they don’t feel the need to compromise.

Overall, it’s worth putting in the effort now to keep customers onside for the future. But apart from repeat business, what are the other benefits of customer retention? We take a look at the top

reasons why it’s smart business sense to spend a little more time focusing on the customers you already have.

Increased brand awareness Word of mouth is still one of the most important marketing tools. People are more likely to take the advice of a family member or friend who recommends a place to stay, rather than an extravagant advertising campaign. People value the opinions of those who have tried and tested something, and if they’ve had a good time they will be only too happy to shout about it. So you keep customers and win new ones at the same time. It’s always a good idea to remember customers who recommend your establishment and the next time they arrive, perhaps treat them to a free glass of prosecco or a small box of chocolates in their

Making guests feel at home is central to any hotelier’s business. A key aspect of this is providing access to home comforts, such as the control of room heating. However, in the depths of winter, hoteliers will think more and more about how rising gas and electricity use could impact their bottom line, as well as the wider environment. With that in mind, here are some of my top tips on reducing energy in your business.

Renewables reap rewardsToday there are a variety of sustainable energy sources, such as wind or solar power, which are available and commercially viable for hotels. For example, Premier Inn has over 50 sites fitted with solar photovoltaic panels. In 2013 we generated over 540,000kWh of on-site solar energy, which has helped us save on electricity costs but also reduced our carbon footprint.

Prepare and planFor new builds, it is important to consider energy management during the planning stage because there are certain energy savers most easily implemented during the building process, such as insulation. However, insulation can be retrofitted and at Whitbread we’re installing super-high

bedroom. It’s little touches like these that make all the difference.

Social media exposureSocial media is becoming increasingly popular and important for all businesses, especially accommodation owners. Twitter, Facebook and TripAdvisor are fast becoming the places where customers share recent experiences, whether they are good or bad. If you have managed to retain your customer, the feedback they will give is likely to be positive. This raises awareness of your premises and the great service you are providing. And if a guest does have a problem, they may take to social media to air their grievances. This can be an opportunity for you to address the problem in a public and efficient manner; research shows that a customer can be happier if a problem is solved in an agreeable manner than if no problem occurred at all.

Good for your customer relationship management (CRM) Repeat business can help you understand the demographic you are appealing to. You can then create tailored marketing campaigns to help you target more of the same. In many instances, hospitality businesses undergo a personality crisis and may miss opportunities to focus on the demographic that is best suited to their facilities. By tracking customer satisfaction, new processes can be put in place to increase the overall quality of your customer service.

Financial gain One of the most publicised statistics available in terms of customer retention is that it can cost six to seven times more money to acquire new customers than it does to retain the ones you have. This potentially should be enough to focus a percentage of your marketing campaign on this side of the business. A top tip would be to reallocate one sixth of your marketing budget to retaining existing clients and recognising how important they are to your business.

As well as the money saved from trying to attract new customers, the financial benefits of having a pool of customers who are guaranteed to spend money by staying or using your establishment is always a bonus.

Overall, we would encourage hospitality businesses to put some time and money into understanding and appreciating repeat customers. They are an important asset to your businesses and could turn out to be one of your greatest marketing tools.

Quality in Tourism (QiT) is the official assessment service provider for VisitEngland. With a field force of around 40 experienced assessors and a highly dedicated in-house team, the organisation carries out assessments and handles the administration of the National Quality Assessment Schemes on behalf of VisitEngland. For more information either email victoria.rowan@uk.g4s.com, phone 0845 300 6996 or visit www.qualityintourism.com.

insulation across our property estate, with an estimated 8% saving on site gas usage and reducing heat loss by up to 20%.

Make simple swaps Installing new infrastructure can be costly and isn’t always suitable for some listed or old buildings. So there are a number of simple solutions that many hotels can deploy to improve their carbon footprint and reduce their energy bills, regardless of their age or size.

Swapping old lighting systems for LEDs will save you money in the long run. At Premier Inn we’ve replaced energy inefficient light bulbs with 60,000 new LED lamps across all hotels and restaurants, saving over 15 million kWh, £1.5m and over 7,000 tonnes of CO₂ over a 12-month period.

Additionally, swapping single-glazed windows for double-glazed windows can have a major impact on reducing heat loss. You can also save energy by increasing your water efficiency. Premier Inn has replaced 40,000 low-flow aerated showerheads, saving enough water to fill 200 Olympic pools.

Communicate with your customers Ultimately, the more guests you have, the more energy your hotel business

will use. This is why it is vital that customers understand the impact the energy used during their stay has on the environment, because while staying in hotels, guests don’t always behave the way they do in their own homes.

In 2011 Whitbread launched its ‘Green, Greener’ campaign which focused on posters and point-of-sale literature to encourage Premier Inn guests to enjoy a ‘greener’ stay, by reducing their use of energy and water.

Engaging with staff Employees will be primary users of gas and electricity through working with equipment such as vacuum cleaners or washing machines. Therefore, it’s essential that they are conscious of the impact their actions have on overheads, the environment around them and in reducing energy usage.

Behavioural change tools such as environmental training or simple newsletters can help educate employees and motivate them to act in an environmentally friendly way, and will ensure that changes are made for the long term.

22 www.hotel-magazine.co.uk

technology

Keys, cards or codes? Grant Macdonald, managing director of access control company Codelocks, takes a look at the increasing number of room entry systems available to the hospitality industry

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T hanks to advances in access control technology, keys are no longer considered the most convenient or practical way to manage guest room access. Unless you’ve only got a handful of rooms to look after, then

key management can cause problems. Keys have a habit of going missing, and simply replacing the key does not necessarily regain ‘control’ of the lock. To do this properly, a new key and cylinder should be fitted – which is both costly and time consuming.

Also, a key can only let a person in and out of a room; it can’t control anything else, whereas today’s all-encompassing building management systems – where the card used for entry also controls the room’s lighting, air conditioning and entertainment equipment – get to work as soon as a guest is registered. However, the sizeable investment required for these systems often discounts this option for many medium-sized or smaller hotels because the number of rooms limits the return on investment.

Card systemsMost hotels opt for a card-based access control system using magstripe keycards or contactless radio frequency identification (RFID) technology. The cards are programmed with a portable unit at the front desk and will only work for the duration of a guest’s stay – so when guests leave, taking keycards with them, security is not such an issue. They may also enable guests to access other areas of the hotel, such as the gym or swimming pool.

There are also more sophisticated wireless systems available that control access in real time – the keycards can be issued or deleted, and audit trail data monitored online. The systems use radio frequency (RF) technology to communicate with a central computer, linked by a gateway and repeaters installed throughout the building. These ‘plug and play’ systems save on installation costs as there is little or no hard wiring.

Top tech tips for hotelsAirwave shares advice on how to get the most out of the latest technology available to hoteliers

Make it large, but keep it thinThe growth of screen sizes within hotels has lagged that of the consumer market, but guests have clearly been demanding larger screens. We believe this trend will continue, but hotels will be pleased to know that there will be a natural limit to screen sizes, as there is an optimum viewing distance/screen size equation in normal circumstances. Unless the property is on a very tight budget, we would always recommend starting at 40in, as we believe the TV must be fit for purpose in five years’ time.

First impressions count for guests entering a room, and if the TV is wall-mounted then it is essential the screen is low profile so that it blends into the room.

Go greenWe appreciate the need to be green, not only to please our guests but also to reward the bottom line. A simple but effective way is to alter settings on the commercial TVs to low-energy usage. For a 200-roomed hotel, over five years this can make quite a saving. Also, the introduction of low-energy LED lighting is a fast and effective means of reducing carbon emissions. For older properties, the real challenge is to retrofit control devices to minimise consumption.

Hotel apps come of ageThe rise of the hotel app has been a long time coming, but it is clearly evident that dedicated hospitality apps are the perfect way to build strong relationships with your guests, enabling easy access for making reservations and increasing loyalty. The natural extension of this is to make use of the same app as part of a comprehensive customer experience covering check-in, room access, front-desk connectivity, lighting, A/C, TV and all room controls. Innovations like the Fingi system have made this dream a reality. We see this trend shaping the future as new rooms are designed with guest connectivity in mind.Contact: Airwave Europe Ltd, 0845 555 1212, www.airwave.tv

Keypad entryStandalone digital door locks present another option, especially for smaller hotels looking to upgrade locks and keys. Entry is gained via a keypad on the door and, just as a guest would select his or her own code for the room safe, customers choose their own access code for their room. Housekeeping staff can each be given a different code and reset the lock ready for the next guest when the room is cleaned. Without something physical to lose, digital door locks remove some of the vulnerability associated with keys and cards.

Codelocks has two electronic locks in the GuestLock range, available with either a knob or lever handle. Guests select their own personal four-digit access code on arrival. They do this by first entering a unique lock identification number for their room, followed by their code. Each lock has a master code and can store up to 20 sub-master codes, allowing housekeeping and maintenance staff to be given their own. When a guest leaves, staff can access the room using their code, and delete the guest code at the same time. The door is then locked until activated by the next guest.

Into the futureThere is no doubt that the range of products available to control entry into hotel rooms is on the increase. Products are now available with audit trail and online programmability. Looking forward, we’ll continue to see new ways to programme digital locks – such as using smartphone or tablet applications – again adding to their usability and breadth of application in the industry.

If, as predicted, the Internet of Things (IoT) will influence everything, then in a few years’ time you’ll be hard pressed to find an access control system that is not connected to the web in some way – giving hotels even greater levels of convenience and more control over room entry and even the ability to remotely control and monitor things like minibar and room-safe access.

For more information on products in the GuestLock range visit http://www.codelocks.co.uk/guestlock.html