audit bureau circulation June 2013) 7,813 Hotel MAY 2014 £3.50 … · 2014-05-23 · Consumer confidence has climbed to its highest level in more than two years, according to the

refurbishment | housekeeping technology | food and dr ink | news and v iews

Hotel BusinessMAY 2014

09 THE BIG INTERVIEW

14 REFURBISHMENT

16 SIX OF THE BEST:

TELEVISIONS

21 HOTEL CLINIC

22 LAST WORDS

THIS MONTH

Get the Look Uniforms to suit

20

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£3.50

11

Word on the Street The trend for street food

12

Happy RelationsAttract the family market

18

Tow the Laundry Line What’s best for business?

Looking for ajob in hospitality?

Check out our websitewww.hotel-magazine.co.ukfor a choice of almost150 new roles!

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June 20 13) 7,8 13

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W orld travel site, TripAdvisor, has released the results of its third biannual TripBarometer study, revealing that British household holiday budgets are set to drop by 7% compared to 2013 figures.

The study, by independent research firm Ipsos, highlights country, regional and global travel trends, according to more than 61,000 travellers and hoteliers around the world.

Aside from Brits’ holiday spend falling, the average yearly budget for holidays among British travellers has dropped to £5,016, compared to £5,381 in 2013. This is in contrast to the rising global average, which is set to increase 3% to £3,686 in 2014.

However, saying this, Brits are still among the world’s biggest holiday spenders – with only those in Australia, New Zealand and Switzerland spending more on their yearly budget this year.

Encouragingly, the survey also showed that domestic travel in the UK is on the rise, with 90% of Brits planning at least one domestic trip in 2014, up from 86% in the previous year.

Always on the hunt for value, 94% of British respondents say their choice of holiday is determined by a good deal or special offer, compared to the 91% globally. Online reviews are the second most important decision-making factor for Brits booking holidays.

Brits’ Holiday Budgets Set to FallWelcome to the May issue of Hotel Business magazine

One season that needs to be prepared for down to the very last detail, is summer. Your promotional activity relating to the warmer weather – be it with exclusive cocktails, themed outdoor BBQs or an especially ‘sunny’ food menu – is vital, and plans should be well underway. The school holidays are also in full swing at this time, and with kids eager to be entertained with more than just a games console or colouring book, your offers will need to be enticing. We look at how you can affectively target the family market (page 11) both online and offline, to ensure your resevations are full during the lucrative summer months.

We also look at the escalating trend for street food (page 12), our laundry feature (page 18) delves into the debate on what is most profitable for your business: outsourcing or keeping your operation entirely in-house, and we focus on how choosing the right uniforms can have a huge impact on your brand image (page 20).

Have a great month

Editor @hotel_business

The rise of mobile bookings is still apparent in the hospitality sector, but it seems to have slowed slightly.

Sixty-six percent of travellers booked their last trip online, with 31% stating ‘better price’ as the reason for choosing this booking method. While online bookings are commonplace, mobile bookings are yet to make its mark in a big way.

Three in four hoteliers (76%) already have a mobile offering for travellers in place, and of those who don’t, 50% plan to introduce a mobile offering in 2014. Almost half (45%) allow guests to book rooms via their website on a mobile device, and 38% have a mobile friendly website. While it seems as though the hospitality industry is prepared for a shift towards mobile booking for travellers, there is still a slight disconnect.

“While the importance of mobile is accepted by the travel industry, there is still a tremendous opportunity when it comes to booking,” said Marc Charron, president, TripAdvisor for Business. “Hotels are gearing up to welcome bookings via mobile and travellers are already researching hotels on their phones – the next step is facilitating the booking process on mobile devices to reach more people on the go.”

“94% of British respondents say their choice of holiday is determined

by a good deal or special offer”

In a sign of how much travel habits are changing, the study revealed the waning importance of two icons once synonymous with travel – the high street travel agent and the hotel room minibar.

Less than one in 12 Brits (8%) still book their holidays through a high street agent, compared to three quarters (75%) who use the internet to search out deals and place a booking. As for the minibar, only 8% of UK travellers consider this an important amenity and 95% of hoteliers in the UK have already done away with them.

However, Brits are still among the world’s biggest holiday spenders

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The latest headlines from the industryNEWS

You probably haven’t thought much about it. You’ve just got music on for your staff or customers. But did you know you legally need permission from the music’s copyright owners if you play music, TV or radio aloud at work? But don’t worry, to get that permission you simply need a licence from PRS for Music* (and in most cases, one from PPL** too). PRS for Music is a membership organisation that acts on behalf of songwriters and composers to ensure they’re paid for the use of their work. So if you have music playing, ask PRS for Music how you become licensed to listen today.

*PRS for Music licences cover the vast majority of music originating from the UK and all over the world. However, if you play music that is outside of PRS for Music’s control, you may need an additional licence from the relevant copyright owner(s). You will require a TV licence as well if you are using a TV in your premises. You do not need a licence from PRS for Music in the unlikely event that all the music you play is out of copyright or is not controlled by PRS for Music. **PPL collects and distributes royalties on behalf of record companies and performers. Further info at ppluk.com. All music licences are required under the Copyright, Designs and Patents Act 1988 which stipulates you must gain the permission of the copyright owner if you play music in public (anywhere outside the home environment).

Contact PRS for Music on 0800 694 7359or at prsformusic.com/musicatwork

Legally, you need to be licensed to play music at work.

Rise in Consumer Confi dence to Boost Hospitality MarketThe economy’s recovery will be felt by the hotel sector

Consumer confidence has climbed to its highest level in more than two years, according to the latest Deloitte Consumer Tracker. The report found that all measures are up, with overall confidence 11 points higher than when the tracker began in Q3 2011.

Consumers’ confidence in their level of disposable income increased by seven percentage points in Q1 2014, compared with the previous quarter (-20% vs. -27% in Q4 2013) – the fastest growth since the start of the tracker three years ago.

Net spending on holidays year-on-year has risen significantly to -4%, improving from -8% in Q1 2013. Similarly, net spending on short breaks and eating out rose five points from -17% (Q1 2013) to -12% (Q1 2014).

During the second quarter of 2014, consumers plan to spend more on holidays with the net spending expected to rise to +1% from -7% for the same period last year. This is the first time this specific indicator of discretionary spending has been in positive territory since the tracker began. Consumers also anticipate their net spending on short breaks and eating out to rise over the next three months to -11%, up from -18% compared to same time last year.

Graham Pickett, head of travel, hospitality and leisure at Deloitte said: “After the storms and flooding, which affected much of the country at the start of the year, UK consumers have responded by planning their getaway holidays. Lower inflation, easier access to credit, historically low interest rates and an improving job market have all helped consumers in being more positive and bolstering their spending power. The travel sector mirrors this sentiment and has reported a very positive start to the year with increased bookings in the outbound travel market.”

Tom Barnes, sous chef at Simon Rogan’s two-Michelin-starred L’Enclume in Cartmel, Cumbria, has won the 2014 Roux Scholarship.

He beat off stiff competition from the five other finalists who all prepared ‘Chartreuse of quail and sweetbreads with grape sauce’ at a cook-off held at Westminster Kingsway, London on Monday, April 14.

Tom, who was a finalist in last year’s competition, was battling it out against fellow chefs Scott Dineen, Goldman Sachs (Baxterstorey), London, Sabrina Gidda, AIG Group (Restaurant Associates), London, Richard Pascoe, Oulton Hall, (De Vere Hotels) West Yorkshire, David Salt, BNY Mellon (Restaurant Associates), London, David White, Barclays Wealth (ISS), London.

Commenting on Tom’s win, Michel Roux Sr said: “It is great to see a repeat finalist and that he had enough guts to enter, and not only to enter, but he won hands down.”

Speaking at the awards ceremony at The Mandarin Oriental Hotel, London, Tom said: “Although I’d made the final last year, this year was harder, there was a big time pressure and I was still very nervous. It wasn’t any easier second time around, as you don’t know what you’re going to get to cook. L’Enclume staff have been very supportive and helped me practice dishes, but I hadn’t cooked this before.”

The young chefs had two and three-quarter hours to cook the Escoffier inspired recipe in front of the judges. Joining the Roux family this year were Brian

Tom Barnes Wins the Roux Scholarship 2014It’s second time lucky for this year’s winner

Turner CBE, Gary Rhodes OBE, David Nicholls, James Martin, Andrew Fairlie and Angela Hartnett.

Tom receives £5,000, courtesy of the Savoy Educational Trust, to support his development and an invitation to cook and train under the supervision of a leading chef at a prestigious three-star Michelin restaurant anywhere in the world for up to three months.

Resurgent Regional Hotels Boost UK Leisure SectorHotels outside of London helping to aid

growth in the capital

Britain’s hotels are expecting 2014 to surpass the successes of 2013, according to the latest Hotel Britain report from accountants and business advisers, BDO. The improvement is being driven by a notable resurgence in the fortunes of regional hotels, which has seen areas outside London catch up with the increased levels of growth experienced by hotels in the capital in recent years.

In the regions, average achieved room rate (AARR) growth for 2013 was 1.4%, while London’s AARR was marginally down in 2013 (-0.1% to £152.48) as the 2012 increase in rates during the Olympics weighed on performance. Rooms yield growth for 2013 in the regions was 3.5% compared to a 1.1% rise in London.

The resurgence in the regions is being driven by hoteliers reinvesting in the meeting and events packages they offer, as the economy and the market improves. In addition, returning consumer confidence is resulting in people taking advantage of mid-week leisure promotions and an increase in the number of weekend breaks being taken here in the UK instead of Europe.

BDO partner, Robert Barnard said: “Regional hotels have had to learn some very tough lessons in recent years and the ones that have learnt well are emerging from the recession with more sophisticated marketing strategies. The move away from the traditional focus on MICE trade to attracting more mid-week and weekend leisure visitors is a good example of this and has meant hoteliers were able to take advantage of the UK’s hot summer of 2013 and present a compelling alternative to airfares and the expense of the Eurozone.”

Due to strong demand and a £4m cash injection from Santander Coperate & Commercial, London-based hotel group, Z Hotels has announced plans to expand its property portfolio of city centre hotels in the UK.

Z Hotels’ first venture was an 85-bedroom property in Soho, central London, which opened in 2012. This was followed by a hotel close to Victoria Station in the capital and one in Liverpool, in 2013. The group has benefited from consistently high demand from a UK and international client base and has plans to open more hotels in Glasgow and London over the next 12 months – including one in Piccadilly in June.

The group credits it success to a business structure that offers prime city centre locations and high customer service at a reasonably low cost. To achieve this, Z Hotels has focused on compact room sizes, incorporating a high specification finish throughout, which also includes free WiFi, LED high-definition TVs and a Sky package at no additional cost, power showers in en-suite wetrooms and bespoke hand-crafted beds.

The University of Cambridge is seeking a hotel developer to be part of the North West Cambridge Development.

Roger Taylor, project director of the North West Cambridge Development said: “As a world-leading university that welcomes people to the city from around the globe, this development is a rare opportunity for the creation of a hotel that will serve both the university and local economy. The university, as principal developer, will be providing infrastructure and a site for the successful hotel developer to acquire in the heart of the new local centre on the North West Cambridge Development, which will be an attractive place for future residents to live and work.”

Outline planning consent for the 150-hectare mixed-use site was granted in February 2013, which includes residential and research buildings as well as important community facilities. The hotel site will be located in the local centre, close to amenities including a supermarket, retail units, community centre and green, open space.

The university has been working with 11 architectural teams to create a strong sense of place of the highest design quality that aims to reflect the characteristics of being an urban extension to Cambridge. The development will be an exemplar of sustainable living with non-residential

buildings meeting the BREEAM Excellent standard across the site.

Site-wide infrastructure contracts have been let and phase one completions are expected from 2016.

To express your interest contact James Williamson at GVA on 020 7911 2109 or by email: [email protected]

Z Hotels to Expand Portfolio with £4m FundingHotel group grows its UK presence

Rich Meehan, finance director, Z Hotels said: “The past three years has been an incredible time for the group, and we’ve outdone even our own expectations of success. We believe we have developed a very strong business model, one that chimes very clearly with our growing number of guests, and we remain very confident of our future plans both in London and around the UK.”

Hotel Opportunity on the North West Cambridge DevelopmentTop university presents new prospect for hospitality investor

S ituated in Piccadilly, The Ritz is one of London’s most celebrated hotels. For over a century the hotel has been the benchmark by which other hotels are measured. A London landmark at

150 Piccadilly, The Ritz has been home to thousands of discerning guests since 1906, counting distinguished and renowned individuals amongst its clientele.

Unfortunately, over time the British weather and pollution have taken their toll on the appearance of the stone façade, causing a worry to owners in wanting to uphold the hotel’s reputation. To bring it back up to their impeccably high standards, The Ritz’s management selected Thomann-Hanry’s unique ‘façade gommage’ cleaning system.

Requiring no scaffold, the façade gommage system is a unique masonry cleaning system that rejuvenates exteriors via an innovative and slick method that is cost-effective, super quick and does not interfere with the normal running of your business. The transformation would see the total project of 3,600m2 of Portland stone and Cornish grey granite, including intricate moulding and decorative carving, cleaned in less than three weeks.

The surface of the building itself was extremely dirty. Having not been touched for over 20 years, the hotel experiences a high level of traffic outside it, a problem from being situated on one of London’s busiest streets – Piccadilly. Defying traditional industry practice, the cleaning was carried out scaffold-free, allowing the hotel to remain fully functional. And with high footfall from tourists, also decreased the dangers resulting from working at height. Guests too benefited from the unnecessary blight of scaffolding, allowing the hotel to keep all of its 137 guest bedrooms and suites open, ensuring room occupancy wasn’t affected.

Mark Styles, MD of Thomann Hanry states: “Our unique façade gommage® system is perfect for hotels – when first impressions truly count, a dirty and unlooked after façade cast doubts in your guests minds before they’ve even stepped foot in your lobby. Our system is unrivalled and in most cases, projects can only take a matter of days in comparison to the lengthy process of scaffolding. Not only does this save time, but it means

the building can function as normal with no issues while the work is taking place.”

The Ritz saw a dramatic transformation, as years of built up dirt on the masonry was broken down via the non-abrasive façade gommage process, the exterior returned to a natural, clean finish, all to a manner sensitive to the client’s needs – any other option would have taken four to six months!

Stephen Boxall, MD of The Ritz said, “We are delighted with the results of the clean to the exterior

masonry of the hotel. We were particularly conscious that the work did not cause any inconvenience or disturbance either to our hotel guests or to pedestrians and traffic in Piccadilly. The efficiency and speed with which Thomann-Hanry were able to complete the project has been quite astounding.”For further information regarding Thomann-Hanry and how their facade gommage system can help your hotel log on to www.cleanbuildings.co.uk or call 0208 188 7820.

The Ritz cleaned in just 16 days


news

What else has got people talking this month?

New Experiment Demonstrates Meetings Menu Boosts Brain PowerResearch from Manchester Metropolitan University, commissioned by Holiday Inn, into the effects of meeting room food on delegates, found a 20% increase in mental competence among delegates that ate from a healthy food menu. The research fond that delegates who chose to eat from the hotel’s ‘Food for Thought’ menu had improved productivity over those who ate traditional meetings food.

Cranage Hall Scoops Trio of AccoladesCranage Hall in Holmes Chapel, Cheshire has won a number of accolades after success at the Marketing Cheshire Annual Awards and East Cheshire Chamber of Commerce and Enterprise Awards, as well as being as being shortlisted for an award at the UK Conference Awards 2014 Ceremony.

VisionAir Launches on British AirwaysVisionAir is a new approach to onboard destination film entertainment and is backed by the GREAT Britain Campaign and London & Partners (the Mayor’s official promotional organisation). The films feature pithy insights into the city’s DNA: history and politics, social and cultural mores, facts, figures and enlightening trivia all displayed in 3D graphics.

The Dorchester Launches Kitchen Parties ConceptIconic British hotel, The Dorchester is launching a new ‘Kitchen Parties’ event concept and a fresh look for its legendary chef’s table this spring. Guests are offered a chance to throw private Kitchen Parties ‘back of house’ for up to 120 guests, with the office of executive chef Henry Brosi doubling as a DJ booth.

IN BRIEF

Paolo Terranova, restaurant manager and resident wine expert at Park Plaza Victoria London’s TOZI restaurant and bar, reveals all on being a self-taught sommelier

VIEW FROM THE TOP

How long have you been a head sommelier and what was your first job in hospitality?I joined TOZI in July 2013 as restaurant manager and immediately assumed, almost organically, the complementary role of house wine expert due to my passion for and (primarily self-taught) knowledge of wines and viticulture.

I began my career in hospitality at the tender age of 13, travelling to Naples during the summers to help a friend whose family had a pizzeria there. At 15, I embarked upon a five-year course at a catering and hospitality college to achieve a diploma in hospitality. Throughout my training, I worked in restaurant placements across Rome, which included a position at Lo Stil’Novo, which at the time was run by celebrity Italian chef, Gianfranco Vissani.

What have your career highlights been?I graduated to assistant manager from head waiter, while working under Gordon Ramsay at Claridge’s, where I worked for three years and had the opportunity to seriously educate my palate in wines, working and training

alongside the expert Claridge’s sommeliers.

I also had the pleasure of working under Atul Kochar, at the one Michelin-starred Benares. I was assistant general manager at Benares for a year and trained under the wine buyer and renowned head sommelier, Costanzo Scala, which allowed me to develop a vast knowledge of new world and French wines.

What challenges do you face as a head sommelier?I’m a largely self-taught wine expert, so I guess my biggest challenge has been to convince people to take me seriously as a sommelier. I have learned from some of the best in the hospitality industry and studied in my spare time before and after shifts for the past 20 years of my career.

The TOZI team have been fully supportive in this respect and recognise that my years of unofficial training in wine appreciation, talking with sommeliers, educating myself about tasting, pairing techniques, and all about grape varietals, vintages and wine matching, have been invaluable experiences and makes me more than qualified to carry out my role successfully.

What’s your favourite part of the role?My favourite part is sharing my passion for Italian wines, some of which are still relatively unknown outside of Italy. For me, Italy is the most exciting wine country, simply because it has more indigenous grape varietals than any other country; more than 400 in fact. This means we have a huge variety of terroir wines, which match perfectly with the hugely diverse regional cuisines that the country offers.

What has been the most important lesson learnt so far as a head sommelier?The most important lesson for me is to stay true to my origins. It is key to ensuring a wine is matched impeccably to a dish and reflects the terroir of the cuisine you are serving. Wine matching can only enhance a diner’s experience, so it is vital you make sure you offer wines that suit the food you are serving.

What are your future plans?I want to continue building upon the success of TOZI as a destination restaurant, as one of the best Italian restaurants in the capital and as one of the few London restaurants specialising in Venetian cuisine.


news

PROPERTY NEWSHilton Glasgow Undergoes Major RenovationGlasgow’s tallest hotel, Hilton Glasgow, announced a £605k investment in April as the city looks ahead to a busy and exciting summer. With 319 guest rooms and suites, as well as more than 1,000 sq mtrs of event and meetings space, the hotel will build upon its legacy celebrating 22 years in the city this year.

The refurbishment, will transform the hotel’s meeting space including eight meeting rooms and the entire public meeting room area, which currently caters for more than 200,000 delegates every year.

London-based designers, Central Design Studio have taken inspiration from the new sculptural architecture on the banks of the Clyde, and their designs have references to semi-geometric pattern and form.

When complete, the meeting space will cater for delegations from the Mama Conference, Scottish Qualifications Authority and Resource Marketing and many of the 2014 sporting events.

Berwickshire Hotel For SaleThe Black Bull Hotel, in the heart of the historic border town of Lauder, has been put on the market, with selling agent Colliers International.

Prominently located on the main A68 Edinburgh to Newcastle road, the former coaching inn traces its origins back to the late 18th century. More recently, the hotel has been refurbished to provide stylish accommodation, including eight bedrooms, two bars, lounge, restaurant and function room.

Perthshire Taverns Limited, which has owned The Black Bull since 2008, is set to focus its business interest elsewhere in Scotland, which provides the buyer with an opportunity to re-establish and develop the business. With a full range of facilities, The Black Bull draws custom from the immediate community, leisure visitors and tourists, enjoying all that the Borders have to offer.For more information, visit www.colliersproperty.co.uk

Award-Winning Scottish Steak Club Relaunches at Macdonald Aviemore ResortMacdonald Hotels & Resorts rolled out and re-launched its signature Scottish Steak Club restaurant in April, with a second Scottish venue set to further offer a high quality, value-for-money food offering in a relaxed and comfortable environment.

MAKING A MOVEA Man of Experience Macdonald Hotels & Resorts has appointed Andrew Thresh as general manager of Macdonald Linden Hall, Golf & Country Club in Longhorsley. Mr Thresh brings almost 30 years of senior hospitality experience to the role and will oversee to day-to-day running of the hotel.

Rising to the TopHotel group, QHotels has appointed Rachel Blows as regional director of sales for its collection of 21 luxury, four-star hotels. In her new role, Ms Blows will be responsible for driving sales and boosting market share, with a particular focus on the conference and events sector.

A New Kitchen Set upGravetye Manor Hotel & Restaurant in West Sussex has appointed George Blogg as head chef. Having worked at some of the most prestigious and respected restaurants in the world, Mr Blogg brings a wealth of experience to the role, which will see him take charge of the kitchen.

Made in Britainwww.etiltd.com

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Scottish Steak Club at Macdonald Aviemore Resort in the heart of the Cairngorm National Park is the fifth Scottish Steak Club restaurant across the UK to welcome the new and improved menu, along with an exciting new calendar of events and enticing offers to make Scottish Steak Club more accessible to everyone.

Harwood Warrington, restaurant operations director said: “We are passionate about adapting to trends and creating dishes and experiences that reflect this, while maintaining exceptional standards of cuisine. These new changes will heighten the appeal among both regulars and new customers of our signature Scottish Steak Club restaurants across the UK.”

Lake District Hotels Acquires The Queens Hotel in KeswickThe Queens Hotel in Keswick has been bought by Lake District Hotels Limited. The deal was overseen by Daniella Hope, who recently became a director at Lake DistrictHotels. It is the first time she has been closely involved in a hotel purchase.

Lake District Hotels is a family-run business, with Ms Hope working alongside her parents Kit and Charles Graves. The family team already own and run six other hotels, and this latest addition will mark their seventh.

Ms Hope has appointed Mark Webster as general manager to help take over the management of the hotel and The Queens Head café bar. She said: “It’s very much business as usual through the summer while we plan for the refurbishment in the autumn, which will of course, make the most of the hotel’s existing charm.

“The ‘Queens’ offers something new to our portfolio and we’re keen to attract a younger market, especially when you have so many ‘active’ attractions on our doorstep from zip wires and kayaking to the new ice climbing wall. Cumbria Tourism’s marketing objectives for the next four years include increasing the number of younger visitors by 10%. To achieve this they are targeting the ‘career and kids’ segment’; it is an area we are keen to develop, there’s a gap in the market and we feel it will really benefit the town too. The Queens is perfectly positioned to capture more of that market and we are excited about our plans for the future,” she added.


news

DIARY DATESMay 12, 2014Manchester Big Hospitality ConversationRadisson Blu Edwardian Hotel Free Trade Hall, Manchester

May 14-15, 2014Caffe Culture ShowOlympia, London

May 15, 2014HOSPA Regional Quiz Night 2014Radisson Blu, Glasgow

May 19, 2014New Food Regulations – is your business ready?Hotel Sofitel, London

We take a look into the busy working day of Morag Stark, resort general manager at Macdonald Forest Hills Hotel & Spa, Aberfoyle

A DAY IN THE LIFE

8am After a five minute walk to work, my first job is to check the breakfast room to ensure all is running smoothly and our guests are enjoying themselves. Then, over a cup of tea, I check the previous day’s revenue report, the duty manager’s handover and my inbox so I am up to speed on everything behind the scenes.

10.30am This is when I hold our morning meeting – the ‘10 at 10’ – to discuss the day’s business, any special events we have such as weddings or conferences, occupancy levels and so on. It’s also a good opportunity for the team to highlight any potential challenges so we can be adequately prepared. I’ll check staffing levels again for the day, so extra support can be brought in if there have been any last minute changes.

12.30pm I like to walk around the resort which gives me the opportunity to meet with guests and also ensure

that everything, including the extensive grounds, is in immaculate condition. I have recently spent a lot of time on the floor, as we have just completed a huge investment programme, which saw the hotel benefit from a brand new spa, a new external facade and also the refurbishment of 17 bedrooms including the creation of six new ones.

3pm Once I’m happy with all the general operations across the resort, I’ll return to the office to catch up with the team. Most days I will have a meeting of some type, which may include our staff consultative committee, health and safety, weekly revenue or sales. It’s also a good point in the afternoon to catch up on what’s going on across the group, whether it be new initiatives that will roll out at our hotel or updates on refurbishment programmes at other venues.

4pm I meet with our events coordinator to discuss enquiry levels that day for wedding or





Please call our sales and speak with Dion or Elaine for samples and to

discuss introductory offers

• Tel: 01797 362895 / 364601 • Fax: 01797 366722

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conference bookings, and highlight any key events which I can help follow-up or convert. There are four events suites at Macdonald Forest Hills Hotel & Spa, so at any one time we could be juggling a range of different events; as a result we operate a really tight ship.

6pm I like to oversee the service of the staff evening meal; many of our staff live-in and this is a great opportunity to chat informally with them and get to know the team on a personal level. I will then review the bookings for both Rafters Bar & Bistro and The Garden Restaurant followed by a stop at front of house to check how many guests are still to arrive for both the hotel and lodges.

8pm Usually I would head home around seven o’clock – although if the numbers dining are high or we have a wedding I tend to stay on duty, usually based around the cocktail lounge chatting to guests and generally overseeing the smooth running of the service.

Accor Announces Expansion of its MGallery Collection and Mercure BrandsHotel group, Accor has announced the addition of three hotels to the MGallery Collection and the creation of six flagship hotels for the Mercure brand in the UK.

The three new MGallery Collection hotels are located in Windsor, Cheltenham and Aberdeen and have been carefully hand picked as prime examples of the upscale brand. They are set to strengthen the boutique brand’s presence across the UK and join the Francis Hotel in Bath, making the total of four hotels in the MGallery Collection in the UK.

These new additions to the collection are in a bid to increase the momentum of the brand and increase its footprint to 10 in key leisure locations.

In addition to the MGallery properties, an accelerated renovation programme will see the establishment of six flagship hotels for the Mercure brand in Bristol Holland House Hotel and Spa; Cardiff Holland House Hotel and Spa; Oxford Estgate Hotel; Sheffield St.Paul’s Hotel and Spa; Exeter Southgate Hotel and Box Hill Burford Bridge Hotel. The renovations of all six properties will take place this year and will incorporate Mercure’s public area design concept.

These properties will sit alongside the existing flagship Mercure London Bridge, strengthening the brand’s leading position in the UK mid-scale sector.

This expansion of Accor’s hotel portfolio coincides with the extension of the company’s management contract with Moorfield until 2032. Accor has operated 24 hotels in the UK for Moorfield since 2007, and the portfolio has enjoyed a strong performance in recent years, with RevPAR growth significantly above the UK industry benchmark.

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Quick fi re questions Last hotel you stayed at?K Club, Straffan, Ireland: Great hospitality, great staff, great food.

Your favourite food?It’s always dependant on time and mood, so it’s impossible to give a single food. But from scallops and salami to croissants (fresh from the baker in Caylus) to carrots – from the garden!

The one item of technology you can’t live without?It has to be the internet for business reasons. The combustion engine – is probably no longer recognised as ‘technology’, it’s just accepted – but the car is still very important to me.

What is the most important life lesson you’ve learnt?True friends are few and far between.

“So often, when you either enter or leave an establishment it is without any acknowledgement: Hospitality, the clue

is in the word hosp…itable”

Interview

The

BIGDavid Dorricott boasts an impressive résumé having worked in some of the most desirable hospitality destinations in the world. Here he explains how he is using this experience in his new venture, i-Chef.biz

M y background is based in hospitality, having worked for many years as a chef in numerous countries and for various people. After college, at what is now University College Birmingham, my first job was as the equivalent of a third

commis chef on a passenger liner from Southampton to South Africa. It was a great introduction to the challenge of working with people, a wonderful microcosm of humanity! Then followed an Italian restaurant in Warwickshire, Zurich Switzerland, Amsterdam, Ireland, Bermuda, Abu Dhabi all in various positions up to sous chef covering some ten years. I returned to London and the Intercontinental Hotel on Park Lane.

I later spent many years running the kitchens of the Portman Intercontinental Hotel and House of Commons, before setting up my own consultancy business of Dorricott by Design. This consultancy covers all aspects of the food and beverage world, from design and concept, to business improvement and change management. A lot of the experience and a network of professional colleagues and friends are now encompassed in my current role as founder of i-Chef.biz.

Industry Insight

Small glimmer of hope but not enough, is the response of Ufi Ibrahim, CEO of the British Hospitality Association, to the Chancellor’s 2014 Budget

and kitchen director and we had six months to get everything sorted, from the start point of February 2011 until the official opening on August 31 2011. Not a teaspoon had been specified or a menu or system written; we had a lot to source and no other food and beverage team members were recruited until May. It was all about strict budget control!

Yet, we opened on time, on budget and were recognised six weeks after the opening by Hilton as the number one property in the UK and rated 10 in Europe on the Hilton SALT quality score.

Word of mouth is the most important element in developing i-Chef.biz; The hospitality business’s naturally most effective communications media. I do believe it is important that everyone sees the advantages of i-Chef. It saves time, saves money, addresses quality issues countrywide. i-Chef is providing a qualified source of top suppliers and a means individual to hospitality professionals of communicating exclusively within its own social networking.

I am all for the more informal dining, which is now the mainstream. But there is a distinct difference between casual as in relaxed informality, which is fine, but this does not mean over familiarity or sloppy.

Casual dining can or should be defined as relaxed professionalism – attentive but unobtrusive.

So often, when you either enter or leave an establishment it is without any acknowledgement: Hospitality, the clue is in the word hosp….itable.

In general I think that there is a more positive approach to business after the recent years of constraint and for some, pure survival. There are always going to be the market leaders who are able or willing to take a slightly greater risk and some of them are seeing great benefit in countries such as China, but for the majority it is a case of an emerging confidence and steadily improving performance.

The main marketing goals for i-Chef are twofold. The aim of being marketed and recognised as the ‘go-to’ website for the hospitality business. The place to find the ‘deals’ – top suppliers, be they artisan or the larger higher profile ones. As such this is the more obvious of the two goals.

The other equally important goal for i-Chef, is to be acknowledged as the hospitality profession’s own social networking site, where you connect exclusively with fellow professionals.

I’ve overcome a few tricky hurdles in my career, as hospitality is a particularly challenging but rewarding business. One of the most challenging situations relates to my earlier career running operations and achieving results, whatever the circumstances. If staff were absent, equipment not working or if products were late, all were immaterial, you still had to serve the customers. A prerequisite of a cool head and improvisational skills!

Being involved in achieving a Michelin star while working with Peter Kromberg at the Intercontinental Hotel Park Lane was a fantastic achievement, but additionally the opportunity to work with such a professional, both as a manager and chef was unforgettable.

The opening of the Hilton Hotel at T5 in 2011 was memorable for a number of reasons. My responsibility; my official title was food, beverage

With one in every ten people in the UK working in the hospitality and tourism industry, the 2014 Budget offered George Osborne an opportunity to win front line support. Indeed, Chancellor George Osborne’s 2014 Budget promised to target ‘makers, doers and savers’, and with much of its content shared in advance, our industry had high hopes for the outcome.

The British Hospitality Association regularly sets out the key issues affecting hospitality and tourism and offers recommendations for alleviating some of them. March’s 2014 budget, in response, offered hospitality businesses a small signal of recognition for their contribution to the UK economy and jobs, but more needs to be done.

The 2014 Budget showed some small signs of recognition from the Chancellor on issues like the Apprenticeship Grant, and the Annual Investment Allowance, which the BHA welcomes, but there are other more lucrative ways to increase our competitiveness as a nation, for example by funding more improvements to obtaining tourist and business visas and the reduction of tourism VAT.

This government – and future ones – should focus on the bigger picture. From a global perspective it needs to be recognised that the UK hospitality and tourism industry is operating in the most fiercely competitive international market and we need to be looking outwardly and creating financial policies which allow us to better compete with countries who are already acknowledging this like France, Germany, Spain and Italy.

Small steps are better than nothing and this Budget showed small signs of recognition from the government on the importance of hospitality. However, there is still a long way to go and only by working together collectively, as an industry, can we make big strides.

Stay ahead of the most current developments with our round-up of this month’s top products


latest innovations

Latest Innovations WARMCAIR HIGH EFFICIENCY CONDENSING HEATERS SUIT COMMERCIAL APPLICATIONSJohnson & Starley’s range of WarmCair condensing warm air heaters includes 36kW and 46kW versions that are suitable for light commercial applications. The heaters are suitable for both new build and for replacement heating upgrade installations.

These WarmCair Condensing heaters are available in both upflow and downflow models, offering low running costs, exceptional reliability, high efficiency and warmth, low carbon and low NOx emissions, well within the limit of Class 5, as well as low operational noise levels.

Trials have indicated, energy consumption savings of up to 28%, compared with non-condensing heaters. A major benefit of warm air heating systems is the rapid initial heat up period which is substantially less than half of that of wet systems. Sophisticated controls then enable the precise amount of heat output to match the demand.

A WarmCair heater can replace any existing warm air heater with minimum disruption and with replacement installation times generally less than one day. The heaters are included in the Energy Technology List (ETL) and will be eligible for Enhanced Capital Allowances (ECA, Annual Investment Allowance) when installed in commercial enterprises, for up to 100% first year tax credit. www.johnsonandstarley.co.uk

Roxburghe Hotel teams up with local businesses to raise money for Sports ReliefStaff at the Crowne Plaza Edinburgh – The Roxburghe hotel teamed up with a host of local businesses and charities to raise money for Sports Relief by hosting games in the Charlotte Square Gardens.

Teams from the hotel and Essential Edinburgh, the Church of Scotland, Nursing and Midwifery Council, Enable Scotland and Wolfits took part in games including egg and spoon, three-legged and sack races, plus the tug-of-war and an obstacle course.

The hotel’s staff, guests and gym members also raised funds by completing an 874-mile challenge night and day on spinning bikes, cycling the equivalent distance of Land’s End to John O’Groats over the course of five days.

More than 200 people watched the spectacle and Fiona Barrowman, Case Investigation Manager at the Nursing and Midwifery Council says she is keen to take part again.

Claire Johnston, HR Manager at Crowne Plaza Edinburgh – The Roxburghe says it was a team effort from start to finish: “About 40 staff and 30 guests peddled so hard to get from John O’Groats to Land’s End! The event was great fun and we have now raised £1,500 thanks to a generous donation from the hotel.”http://www.classiclodges.co.uk/

Lincat introduce innovative range of ductless air recirculation unitsLincat, the UK’s leading manufacturer of commercial catering equipment, has launched Refresh, a unique new range of ductless air recirculation units. Developed in conjunction with sister company Britannia Kitchen Ventilation, these self-contained, free standing kitchen air recirculation units are designed to be used where ducting to the outside is impractical.

They work by extracting the cooking fumes from directly above the equipment, filtering that contaminated air through an advanced four-stage filtration process before recirculating clean air back into the kitchen. They are ideal therefore where venting to the atmosphere is impossible, difficult or costly.

There are three Refresh units in the range – the Refresh Mini, Midi and Maxi. They can accommodate either single or multiple items of equipment up to 500mm, 1000mm and 15000mm wide respectively. The Refresh units also benefit from a variable speed controller. This allows the fan to operate at the most appropriate level to deal with the cooking fumes, while maximizing the lifespan of the fan and filters. www.lincat.co.uk

Badgemaster, the UK’s leading manufacturer of engraved, ready-to-wear employee name badges has launched a new product range to fulfil the needs of the re-usable name badge market. ‘InstaBadge’, as its name suggests, enables employers themselves to create instant name badges for new starters.

“InstaBadge offers the good looks and performance of a permanent badge with all the flexibility of a re-usable one”, explains John Bancroft, Badgemaster’s managing director. “It’s ideal for workplaces with frequent staff changes, as new employees can be smartly badged from the word go.” The wearer’s name is held within the badge rather than engraved onto it, so employers can control costs by re-using the badge frames when staff leave. The design of the badge frames, together with Badgemaster’s long-established expertise in corporate personalisation, means that customers who prefer the re-usable option needn’t sacrifice either choice or visual appeal for economy.

In terms of aesthetics and durability, “InstaBadge neatly overcomes the drawbacks often associated with re-usable name badges”, explains Royal Warrant holders Badgemaster. For more information contact 01623 723112, [email protected] www.badgemaster.co.uk

CHILLI ADDS BITE TO DEVILISH MEATBALLSWonderfully named Devilishly Spiced Pork Chilli Meatballs and Meat Bites are the perfect ingredients for caterers and ready meal and snack manufacturers seeking to add pzazz to snacks for the millions of football followers who will take advantage of relaxed licensing laws to watch this summer’s World Cup on TV.

Both products strongly feature chillies – a spice unforgettably introduced to Europe by 16th century adventurers returning from Brazil, the home of this year’s football spectacular.

From Snowbird foods, the bites and balls are fully cooked and frozen at the factory stage so they simply need heating (in seconds in a microwave) to ready them for service.

The 4g. meat bites deliver a memorable and well proven taste bonus when added to pizzas and caterers have found they have also added repeat–purchase interest to soups, quiches, meat patties, pies and even specialised versions of a Ploughman’s (drop the sour pickle)!

The larger, 15g meatballs go well in wraps, sandwiches and, lined up, on top-cut rolls. They also function as finger food served with fries or jacket wedges and mini corn cobs.

“These are devilishly good products and we have launched them so soccer fans can be amongst the first to enjoy them,” said Snowbird sales director, Roy Anderson.www.snowbirdfoods.co.uk

Adding a new dimension to the great British breakfast is Snowbird foods, the largest supplier of fully cooked and frozen sausages to caterers in the UK.

It has re-launched its top selling Gourmet range of sausages exclusively using outdoor bred, single source pigmeat to guarantee high quality, absolute consistency and total traceability.

As flagship products for its Gourmet range, Snowbird offers Pork, Cumberland and Lincolnshire variants and all have a meat content of 75%.

“Our Lincolnshire sausage has an exciting blend of herbs and spices including sage, parsley and ground white pepper and that makes it a perfect breakfast item,” said Snowbird sales director, Roy Anderson.

Fully cooked to a golden brown and frozen at the factory stage, they are ready to heat (or simply defrost) from frozen and meet all Food Standards Authority requirements for low fat and low salt. Snowbird Gourmet Sausages are available in weights from 12.5g. upwards and the standard link is 60g.Tel: 020 8805 9222. www.snowbirdfoods.co.uk

Snowbird upgrades british breakfast

Super-Squad Drives Purchasing of Pepsi MAX for Retailers Pepsi MAX launches latest Football campaign-

Leading soft drinks manufacturers, Britvic Soft Drinks and PepsiCo UK, are excited to announce a new football campaign for leading cola brand, Pepsi MAX. Running until the end of June, Pepsi MAX football will be supported by a new TV advert that celebrates football and music proving that “NOW IS WHAT YOU MAKE IT.”

Kicking off in April, the football activity includes a selection of players which will be featured on limited edition Pepsi MAX packs to build on the brand’s long standing relationship with the beautiful game in the run up to this summer’s much anticipated football event. Promoting Pepsi’s ‘Live for Now’ ethos, the 2014 Pepsi MAX Football campaign inspires its audience with exciting products, content and experiences – bringing them closer than ever to the game they love.

The 2014 Pepsi MAX Football campaign enables retailers to build excitement in the run-up to the summer of football and make the most of targeting social occasions that sporting events such as the culmination of the Premier League, the FA Cup and the Championships League finals encourage. Contact Britvic Soft Drinks on 0845 7581781

New ‘InstaBadge’ is the Re-usable Name Badge Innovation from Badgemaster


masterclass

As the number of people holidaying in the UK rises, we look at how important it is to appeal to families in this competitive market

Family Market

Cash in on the Act Graeme Sandwell, managing director of UK-based affi liate network www.paidonresults.com, advises how affi liate programmes can benefi t hoteliers

“In order to attract and keep the family market you

have to offer people the most for their money,

especially in today’s climate where incomes are tight”

A ccording to VisitEngland, 3.4 million Brits (seven per cent of the adult population) planned to make the most of the Easter bank holiday weekend by taking at least

one overnight holiday trip in the UK. This is expected to have generated some £800 million in tourism spend for the UK economy. Hotel chain, Travelodge reported that this year 65 per cent of people are planning to spend their holiday in this country, compared to 41 per cent and 35 per cent from the previous two years. Of those surveyed, 22 per cent of people say they’re taking more holidays in the UK and less abroad; families are thought to be a large proportion of those doing so.

These figures demonstrate the importance of the family market; a lucrative sector that can be hard to tackle, but get it right and your hotel can become a haven away from home for families across the UK and even the rest of the world.

Colin Bryan, CEO and group managing director of Drayton Manor Theme Park and Hotel says: “In order to attract and keep the family market you have to offer people the most for their money, especially in today’s climate where incomes are tight.”

What do families want?To offer guests more for their money, it's important to understand what it is they are looking for in a hotel. Parents with young children have to bear in mind a lot of things when it comes to taking the whole family on holiday. Kids do not travel light and one of the biggest worries for parents is ensuring that they are kept entertained. So if you can take some of these potential problems away for parents and make their stay as stress-free as possible, you should be well on your way to securing bookings.

Zoe Cole, managing director of CrispWhiteSheets.com says: “We get many families booking hotel

breaks with us and they usually want activities and lots happening for the children without compromising on quality. They also like childcare options to allow them some well-earned down time too.”

Entertainment for all the family is important too. There needs to be things happening during the day and in the evening that everyone in the family can get involved in. If you have the space in your hotel's grounds, why not introduce mini golf or archery? And

Hendry has introduced a child-friendly dining concept without actually introducing a kids' menu. Instead of offering a special menu, he offers smaller versions of all of the dishes on the main menu.

Mr Hendry explains: “Our smaller portions provide our younger customers with variety and choice. While we want children to feel involved in the fine dining experience, it’s important to make it affordable for their parents too, which is why we only charge half price for children’s portions. We even provide matched alcohol-free mocktails, which help younger customers to enjoy the full experience of dining at Llansantffraed Court.

“Appealing to families is essential for any hotel restaurant. I strongly believe that fine dining should be inclusive of people of all ages, and children shouldn’t be excluded from fully enjoying good food.” Mr Hendry adds.

What you can doFor many years, one of the toughest things hoteliers have had to compete with is being undercut by travel companies offering cheap deals and extra discounts on family holidays abroad. One way to tackle this problem is to offer fantastic value for money, and something different to the norm, to attract UK residents as well as visitors from overseas.

Drayton Manor Hotel has attracted visitors from all sides of the globe, with more than 1,100 overnight bookings since August 2011. Visitors have flown from places including Europe and neighbouring countries, as well as the USA, Japan, Australia and Singapore.

Mr Bryan claims: “To survive in an increasingly competitive environment, innovative thinking and strategic forward planning has to be an essential part of the corporate make-up and key to attracting families too.”

“Pricing is seasonal and market led, value is the perception that guest have for the money paid,” says Mr Knox-Johnston, general manger at The Ickworth in Suffolk. “We aim to create an environment where tired adults can rest while we do the work with the children: is there a minimum or maximum price on this?”

Hotels without active affiliate programmes are missing out. Recent research revealed that the travel and leisure industry sees more affiliate-driven sales than any other industry, so those hotels without affiliate programmes should seriously consider getting started. It’s very straightforward; there is software available to start an affiliate programme, but the easiest and most hassle-free way is to sign up to an affiliate network, which offers access to the UK’s top affiliates.

Once you have an affiliate programme, various websites and blogs will look to promote your hotel and will only receive commission once a booking has been made. This kind of affiliate marketing can be used to attract a certain customer-base. When looking to attract families, hotels could look to link up with parenting bloggers or discount and comparison websites. People with children are typically more frugal than most people, meaning they will often scour the web for money-saving methods. If any offers or deals your hotel is running are present on a voucher code website, after you’ve chosen to allow the site to promote your hotel through your affiliate programme, families will be highly likely to see your offers and be tempted to book.

Bloggers typically have a very engaged audience, especially mummy bloggers. By accepting these kinds of websites through your affiliate programme, you open up a whole host of opportunities to have your hotel promoted to people with families of their own who might be looking to book their next holiday or trip. Parenting bloggers could write a review about your hotel, post details about any deals you have available, or simply host banners on their blog which would advertise your hotel. If your commission rates are reasonable (as high as possible without affecting your margins), more affiliates will want to promote your hotel, so it’s worth considering very carefully what percentage you’d be willing to offer to your affiliates in exchange for a booking that they helped to deliver.

Other affiliates to consider partnering with through your programme to attract a family audience are cash back websites, reward/loyalty websites and content sites with a family theme, all of which parents would be attracted to reading; therefore increasing the chances of them seeing content linked to your family-friendly hotel.

Targeting the

for rainy days, why not put on some board game competitions or bingo?

Another popular addition has been the introduction of games consoles in a designated gaming area and some have even installed them in their family rooms.

Food: A top priorityAnother area of importance to parents is food and drink. Today's society is very health concious and as a result, consumers are interested to know what's in their food and where it has come from. This is even more important when it comes to children; parents want nothing but the best, especially when it comes to eating right.

At the Llansantffraed Court Country House hotel and restaurant in Monmouthshire, head chef, Michael

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Mexican food, such as tacos are really popular


food & drink

The trend for street food is continuing to show strong market resilience and its popularity indicates that it is certainly here for the long stay. Zoe Monk fi nds out how hotels can capitalise on this exciting movement

Word on the

Street

“A less formal approach to dining could help hotels

reduce their costs and risks of waste while encouraging

more customers to eat”

Did you know?Facts and stats about street food, according to The Food People (thefoodpeople.co.uk)

■ Street food is consumed by an estimated 2.5bn people worldwide each day.

■ There are approximately 5,738 books available on Amazon to purchase related to street food

■ On average, the search term ‘street food’ has 2.5k social media mentions each month

■ Currently the most popular street food is the Mexican burrito■ The average cost of street food is £4.25 per head

T he past few years have seen a multitude of street food vendors popping up everywhere; from vans flipping burgers, to market stalls selling fried snacks, they’ve all been inspired by the dining trends from other cultures. Facilitated by the popularity

of Twitter, Facebook and foodie bloggers, together with a growing interest from consumers for exclusive, different food experiences, urban street food vendors are fast becoming innovation leaders.

Street food has a noble tradition in Britain, starting from as far back as the 12th century when shopkeepers sold hot sheep’s feet. The 18th century saw hawking pies and pasties becoming a hot topic, before the 19th century made way for warm eels, pickled whelks, oysters, fried fish and hot peas. However, eating in public was deemed unacceptable by the end of the Victorian era, only suitable for the working classes. It took the farmers’ market movement to bring eating on the street back into normality and it has evolved ever since.

Tom Styman-Heighton, Funnybones development chef says: “Street food has been around for hundreds of years – hot chestnut stalls in the olden days and the quintessential English white box trailer of many an A road. Recently it has developed at a faster pace, with greater awareness due to the use of social media by both businesses and intrigued customers.”

Foreign factorsStreet food sold in the UK comes in a variety of different forms and is now widely accessible all over the country. With the stalwarts of market dining in the capital in places such as Borough Market and Camden Lock, street food here has long been a living culinary concept. Now with more foodie vans, stalls and trucks launching, the diversity of cuisines

available gives consumers the chance to try food from all over the world right on their doorstep. Chefs use region-specific flavours and traditional recipes combined with locally-sourced ingredients, all for a lower price than typical restaurant dining, appealing to lifestyle aspirations of customers.

Mark Laurie, director, The Nationwide Caterers Association (NCASS) says: “The aim of street food is to offer restaurant quality food at affordable prices, prepared and cooked on the streets or in markets. Stripping back the restaurant offering to specialise in one or two dishes and delivering them to a high quality. From a chef’s point of view there are various appealing benefits: they can see the customer response to the food immediately and they can interact with their customers. Furthermore they can set up an affordable business with significantly lower risk than opening up a restaurant. It also allows them to trial and develop a product as well as develop a customer base before committing to a restaurant or bricks and mortar premises. From a customer point of view they get to try all kinds of

Also, businesses often source their product sustainably and with a strong degree of traceability and this factor can be key consideration for many.”

Experiences and infl uencesAs consumer budgets become stricter, the opportunity for a new experience at a good price is even more appealing. Street food vendors offer customers the chance to try new, innovative foods in a less fussy and more relaxed setting, in turn increasing the interactivity between consumer and chef. The trend has undoubtedly been heavily influenced by the American ‘truck food’ movement, but it is now shaping up to be something quite special in the UK too.

Mr Styman-Heighton explains: “As with so many things, America is a massive influence to the street food sector, with the rise of Man Vs Food and diners drive-ins. This is now seeing a more regional flare from all parts of the States, with people becoming aware of smoked meats and BBQ in its wider form. An example of this is Grillstock – a massive BBQ festival in Bristol, attracting tens of thousands of visitors from far and wide including ‘pit masters’ from the US. The emergence of slow cooking in the UK has also been a contributing factor.”

Mr Laurie agrees: “Certainly the American food truck scene has had a big influence and American BBQ is still one of the most popular forms of street food. The American scene was also the first to start fusing styles together, for example Korean burritos. It was the New York street food scene which inspired the book, Street Food Revolution and the first British Street Food Awards. Asian street food has been a real inspiration to many, but tending to look towards the less traditional offerings, so rather than Chinese or Thai food, you are likely to find Taiwanese Gao Boa, Vietnamese Bahn Mi or Pho or Japanese Gyoza, even baby octopus curry from the Seychelles. Street food tends to celebrate food that you maybe wouldn’t find in a restaurant because it is not such a safe bet.”

Innovation Since the street food craze hit UK shores, tastes and innovations have moved on quickly, and developments are constantly ongoing. Mobile

food from all over the world, cooked to a high quality and sold at an affordable price. They can do this in a far less formal environment than a restaurant, which can be an intimidating prospect for some, especially younger people.”

The casual dining sector has become a market driver over the past year, with foodservice specialist Horizons predicting the sector to be the main winner of growth throughout 2014, and thus helping push the popularity of street food even further.

“The growth in popularity of more casual dining concepts and of course the recession have helped lead to the popularity of street food,” says Mr Laurie. “The food truck trend in America was also a major factor, similarly, greater access to foreign travel has led to more people experiencing street food in places such as Thailand, Morocco and Mexico and wanting to recreate that in the UK.”

Huge potentialThe sizeable number of people who wait outside some of the best street food stalls just to sample the cuisine is a clear indication of the scale of this potential market. Hotels have a real opportunity to cash in on foodie influences from other countries and serve it up to customers in simple ways.

Mr Styman-Heighton explains: “Street food is fast, fresh, customisable, innovative and perceived as authentic from the country it originates. The main appeal is that it can be individual to each business. The uniqueness is in the chef’s own preparations of sauces, rubs and flavours, so while it is still a burger or a burrito that people know, each food vendor tries to put their own stamp on it and brand it with their own personality. This is what customers buy into and want to be associated with, rather than a more mainstream branded product. The street food trend has been heavily influenced by the American ‘truck

food’ movement

Burgers are still king for many


food & drink

Contacts:Tom Styman-Heighton, Funnybones development chef, www.funnybones.co.ukMark Laurie, The Nationwide Caterers Association, (NCASS) director, www.ncass.org.uk

With almost 10,000 people working within a 200m radius of the hotel, The Place at The Melia White House Hotel offers workers an alternative to typical food chains with fresh, healthy take-away options for great value for money.

The Place’s traditional deli offers more than 35 different items to choose from on a daily basis, including traditional Spanish meats and cheeses, sobrasada from Mallorca, fuet from Girona and Iberian chorizo, ham and salchichon. Organic produce from around Europe such as French duck foie-gras, Italian cherry tomatoes as well as British bread and dairy provide a fantastic assortment of produce. One of the most anticipated items for take-away are the ‘hot boxes’, which diners can tailor to their cravings. These include items from the grill such as king prawns, rump and sirloin steak, fresh fish, chicken and paella Valenciana.

We caught up with food and beverage manager, Kostas Vais to find out how the hotel came up with the concept:

Can you tell me how the idea for The Place came about?“The idea of The Place was born after we decided to open an external door so our main restaurant had a private entrance. We started by investigating; who were the potential clients? We also studied what it is that they wanted with regards to food and beverage. What we came up with was very simple. We have close to 10,000 people working in the nearby offices and they all went out for lunch on a daily basis with not much choice apart from two or three high street take-away franchises. As many Londoners know, it is hard to find a decent place for take-away that also offers hot food, but doesn’t cost more than £15 for an average lunch. We started with the concept in summer 2012 by just introducing take-away. We offered our clients take-away tapas and could also build their own salads without any weight restrictions from only £4.50. This worked pretty well as most of the high-street take-away places sell pre-packaged salads. The other product

businesses can adapt to changing tastes, incorporate customer suggestions and introduce new ideas, reacting to trends easily and without much financial outlay. So what exciting dishes are currently the most popular?

Mr Laurie continues: “Certainly south Asian street food, Southern American food such as BBQs (we call them smokers), dishes such as pulled pork and brisket, are really en vogue right now.”

Mr Styman-Heighton sees a more Mexican influence filter through to the UK market. He explains: “We are currently seeing the burrito as the most popular in the wider market, with the larger cities having a range of southern states Creole and Cajun food along with BBQ. However catching up fast over the last six months are hot dogs. Not your average bun and dog but more gourmet dogs, often smoked or spiced and served loaded with fries, additional protein and an array of sauces. Let’s also not forget the hamburger. Although it’s been around for many years, we are slowly seeing the BLT accompaniments being replaced with mushroom, avocado slices and regional sauces. Non beef options such as turkey, veggie, chicken and seafood are increasingly becoming popular and brioche buns are almost expected. Onion rings are often served as an alternative tofries too.”

What will have everyone talking next? While the beefburger still may be king, it’s the emergence of new taste combinations such as fusion foods that are really causing a stir and making way for new authentic ‘fast food’. Inspirations are coming from countries such as Mexico, Asia and even South Africa, as chefs vie to push taste boundaries and offer consumers something different and innovative.

Mr Styman-Heighton describes where he thinks the street food trend will head next. “It’s very hard to say,” he comments. “I think traders will continue to refine existing dishes in order to put their own signature on them, however, there really are no limits to what could come next. I think that American soul food will remain popular for some time, South African/Indian bunny chow has seen recent popularity, as have the more diverse Asian options.”

“There are some thoughts that Asian street food will revitalise the oriental market, with food from Vietnam, Thailand and Japan,” explains Mr Laurie. “A good example of this is Yum Bun. We feel that this will develop fast with the main areas being BBQ pulled meats, an expansion of Mexican to encompass more than just burritos, with foods like taquitos and quesadillas. Also, the expansion of central and south American foods has already been witnessed with the opening of a number of Brazilian churrascaria and Argentinian restaurants.”

How can hotels cash in?Street food even being label a ‘trend’ could be slightly misplaced; some would say it is rooted in Britain’s cultural fabric. With the media picking up on the craze for the past four years or so, its versatility

and longevity ensures it’ll be around for a good few years yet. So how exactly can hotels best go about incorporating street food into their menus? While they may not be able to react to trends within the same time frame as street food vendors, innovative fast food dishes could open up a whole new market for your establishment.

“Street food can be incorporated both at a taste level and on a presentation level,” explains Mr Styman-Heighton. “Pulled meat burgers, Beachwood smoked hot dogs, taquitos, quesadillas, churros can all be featured on menus. Whether it be an evening menu with fully loaded burgers and hotdogs, churros on a kids menu for dessert, hot dogs in the lounge/room service or cafe and taquitos or empanadas on function menus, there are many traditional street foods that can be made into gourmet dishes or simple hand-held eats.

“Food presentation can also help to convey the sentiment of street food. Serving hotdogs in baskets and churros in cardboard cones all helps to build the theme, while serving food from vehicles on site such as tuk tuks, H vans, carts, and bikes adds to the authenticity and appeal of the street food concept.”

Adapting menusYour menu is really where your dishes have to be promoted, and finding the best way to describe street food will help with the sell. Be careful not to overstretch yourself with too much variety; a small range of fantastically authentic and well-produced dishes can be all it takes to entice people in and deem this venture a success.

Mr Styman-Heighton says: “It’s really about differentiating yourself with your menu description. Typically with traditional restaurants customisation is not an option, other than by removing ingredients that already come with the dish. You have the opportunity to offer ingredients, condiments, sauces and sides that allow for some regional identification for some dishes and at the same time allowing customers to customise their meals. More often than not, hotels cater to an international clientèle, so catering to their individual tastebuds in this way could set you apart from the rest.”

“Hotels can certainly incorporate the principles,” explains Mr Laurie, “they can also incorporate successful food types. However a hotel in London recently got trounced in the press for launching a street food restaurant, but this was more to do with the way they approached it. Street food has to be authentic, so to offer ten things that sell well at street food markets is essentially aping a strong concept, rather than trying to deliver a strong food offering. In street food you would offer a minimal number of dishes, prepared fresh and all ideally of the same style, so offering a limited American BBQ or soul food menu could work really well, as could offering say a Thai or even British street food. A less formal approach to dining could help hotels reduce their costs and risk of waste, while encouraging more customers to eat.”

Educating chefs Encourage your chefs to do their research into the various street foods and be inspired to add little creative influences to your menu. Mr Laurie agrees: “Go to street food events and see what is working and what sells. I also think that a good place to start would be to ask the chefs what type of food inspires them, what do they enjoy cooking and what would they would like to try out with customers? You may find that you end up with happier, better motivated chefs producing high quality food. The passion for the food is the essential ingredient.”

that we started offering was a ‘hot box’, which is also a bestseller as many people are tired of eating cold food or sandwiches every day.”

What are your most popular take-away items so far?“The salads and hot boxes sell well, but it depends on the day of the week as we have weekly promotions. We recently introduced take-away breakfasts, where clients can buy take-away porridge, pastries, muffins and fresh coffee too.” How did you decide on what to offer?“We are a Spanish hotel and most of our chefs are from Spain, so we decided to start with take-away tapas and paella and the food on offer was authentic Mediterranean fare. We believe that this would be an advantage for our venue as we had no competitors in the area. We also believe that the products should be organic as this is something that people demand nowadays and lots of our dishes are from Mediterranean regions like Spain, Italy and Greece.”

With more Londoners wanting to eat healthier and quicker come lunchtime, The Melia White House Hotel in the capital has broken the mould and launched a new ‘fast food’ restaurant concept, The Place

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refurbishment refurbishment

The Godolphin Arms in Cornwall reopened in April with a new look to complement its beautifully scenic backdrop

Bliss on theBeachside

The Godolphin Arms West End, Marazion, Cornwall, TR17 0EN Name of interior consultant: 3idog Web address of consultant: www.3idog.com Date of project completion: April 2 2014 How long did the project take from startto finish? Five monthsCost of refurbishment: £1.4m

T he Godolphin Arms is set right on the water’s edge of Mount’s Bay along a two mile stretch of beach in Marazion, West Cornwall. It overlooks the iconic and beautiful St Michael’s Mount, boasting a fantastic beachside view.

Following a major five month renovation inside and out, the Godolphin Arms recently reopened on Wednesday April 2, unveiling a stylish and contemporary beachside inn with a focus on the warmth of its welcome and its panoramic views over Mount’s Bay. With ten beautiful en-suite bedrooms and all-day dining spaces, the Godolphin Arms is a great location from which to relax.

We caught up with Lord and Lady St Levan, St Aubyn Estates, Charlotte Somers, head of marketing at Godolphin Arms/St Aubyn Estates, as well as Steve Coombe from 3idog and Patrick Deigan of ADG architects to discover exactly what stages the hotel went through to complete its new look.

Why did the hotel need a refurbishment?Lord St Levan said: “The inn has been in our family’s ownership for many years and we wanted to fulfil our dream and make the building live up to its outstanding location. So in 2014 we embarked on a major renovation programme both inside and out, that saw us reopen our doors as a warm and welcoming beachside inn.”

He continues: “Our stunning coastal location has inspired the design, bringing the natural beauty of the beach outside in with relaxed, mellow living spaces and a stunning centrepiece – a two storey light-bathed glass and zinc dining area opening out onto a balcony upstairs and a terrace downstairs. You can walk straight in off the

beach to our chilled-out beach bar or linger on the beachside terrace with friends, enjoying a glass of wine and a platter of seafood while the waves lap at the sea wall below. When the evenings draw in, the comfy sofas and chairs by the wood burner are the place to relax and unwind before dinner.”

Steve Coombe of 3idog adds: “There is a mixture of materials used through the scheme, with re-claimed wooden walls made up from the original floorboards and bar fronts made from recycled scaffolding boards, sitting alongside simple stylish elements such as granite and corian. The eclectic feel is reflected in the furniture, with the pieces being sourced locally and globally, mixing different styles and flavours. The colour palette is restful and nature-inspired, featuring greys, blues and greens. Simply

put, it was important not to fight with the view, but to compliment it.”

Structural vs cosmetic The Architects Design Group (ADG) project managed the contract from planning right through to completion.

Substantial structural changes have been made to the original building in order to generate an open plan environment connecting the split-level


refurbishment

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“There is a mixture of materials used through

the scheme, with re-claimed wooden

walls made up from the original fl oorboards”

restaurant and bars over several floors. Other main structural changes included:• Demolition of existing rear extension and

construction of new steel-framed two storey replacement with full width openings to accommodate full-height folding/sliding glazed screens.

• Removal of significant sections of internal walls and insertion of steel support structure including columns and beams.

• Structural works to rationalise the existing floor levels. Area of flooring lowered and others built up with load-bearing masonry construction.

Soft furnishings and furniture: Momentum Cardiff supplied most of the contract furniture. Individual items within this were; main chairs Billiani, sofas from Modus and UK manufacturer, Morgan. White high stools were supplied by Vitra, tables by Pedrali. Coffee tables and a couple of feature tables were recycled eBay purchases or made up from reclaimed timber.

New technology: Speakers and audio supplied by Western Electrical.

Lighting: The main feature lights (sea urchin) were from Marset, industrial lights from Ruby Roost, small cup lights above the bar are from Flos.

Flooring: Eden flooring supplied and fitted, but the main product of the ground floor is Amtico. The Hexagon flooring is made up of Amtico stone but to a bespoke design, by 3idog.

Wallpaper: The textured linen wallpaper is from Vescom, in different tonal shades.

Key suppliers timbers. A range of distinct spaces have been created that have in common comfort and relaxation. From the light bathed glass and zinc extension with doors that open out for alfresco dining during the summer months, to the living area of the upper deck that has easy sofas, comfy chairs and a built-in log burner.

Diffi culties Lord St Levan said: “The weather proved the most challenging part of the makeover – the worst storms in a decade for both Cornwall and wider UK, made day to day working conditions of a coastal location difficult. However, we persevered and were right on schedule with the timings of the build and the actual opening.”

Improvements Lord St Levan continues: “The change is hugely transformative and we feel that the building now lives up to its outstanding location.

“The larger kitchen area has allowed for a new menu to be developed focusing on fresh ingredients with more prepared in-house.

“Ten en-suite bedrooms have also been upgraded during the refurbishment and are equipped with iPod docks/radios, flatscreen TVs with Sky, luxury White Company toiletries, bath robes, hairdriers, coffee making facilities, free WiFi and safes.”

FeedbackLord St Levan commented: “We have only been open a short time, but initial bookings both short term and long term are really strong both for our rooms and dining. The feedback from guests has been overwhelmingly positive from both existing and new customers alike. Everyone is blown away by the new look Godolphin and delighted that the same warm welcome is on offer alongside a new and competitively priced menu and relaxed ambience.”

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• Creating a new window opening in existing stone elevation, which forms part of the sea wall.

The evolution of the new look began in July 2012, when ADG worked with St Aubyn Estates on the concept design. Patrick Deigan of ADG said: “ADG worked closely with Cornwall Council’s planning department and English Heritage to negotiate the major alterations that were necessary. The hotel’s location within the Marazion Conservation Area and overlooking St Michael’s Mount provided us with a special challenge and the successful resolution of major alterations in a sympathetic manner within this historical context has been a major success for the design team.”

Major changes A new, showpiece two-storey glass extension has extended the dining area, maximising the far reaching views and connecting the space over two floors, giving an open plan feel throughout. The new interior scheme has transformed the Godolphin Arms into an authentic Cornish living space, featuring a restful, nature-inspired palette of greys, blues and greens, with sustainably sourced stone and recycled rustic


buying the best

Company: Global Entertainment Management (UK)Name of product: Philips Hospitality television Description: Philips dedicated Hospitality TVs are designed to deliver innovative solutions that benefit both guests and hoteliers. These customised products and services can cater for the largest chains to the smallest independent hotels. Philips is combining the latest in connectivity, with the lowest cost of ownership to give you the opportunity to entertain your guests, while creating additional value. What are the selling points? Global Entertainment Management currently offers four different ranges of hospitality TVs, which are designed for different needs. The signature is created for hotels that want to offer their guests the ultimate design; MediaSuite is a highly popular SmartTV offering full connectivity to the guest. EasySuite is a standalone solution, offering great hotel information pages and studio, which is a great energy-efficient standalone TV. Prices start from: Available on requestContact: 020 8953 0160, www.hoteltv.co.uk.

Six of the BestMillions of people choose to watch TV as a way to relax and unwind up and down the country every single day, so providing guests with a television in their hotel room can be a great start to creating that home-from-home relaxed atmosphere that guests crave.

In fact, televisions play an important role in the complete package you offer your guests. Not only can they provide entertainment, but many now offer internet access, which enable guests to go online, Skype and even access to iPlayers, to catch up on programmes they might have missed. So check out this selection of TVs, which feature some of the latest technological advances and consider an upgrade to ensure your customers have everything they need to enjoy their stay with you.TVs

Televisions have become a staple essential for every hotel room,

so take a look at this selection of some of the best to ensure

you make the right purchase See more product news on our website www.hotel-magazine.co.uk

Company: Robinsons ElectricName of product: Samsung 690 Series Hotel televisionDescription: Not just a hotel television, the 690 series creates a superior and enhanced in-room entertainment experience by welcoming the guest with a personal logo and offering SMART features and wireless connection to personal devices. What are the selling points? Each television in the range offers not only Freeview HD reception but also has built in Freesat HD, so for those areas like Cumbria that suffer with terrestrial reception, the full range of TV and radio channels are available from the satellite platform. Soft AP allows connection of smartphones and iPads wirelessly and the TVs also have Samsung AllShare feature and a built in web browser.Price start from: Price is dependent upon sizeContact: 01524 34291, [email protected], www.robinsonselectric.co.uk

Company: Chantry DigitalName of product: Toshiba LED Smart TVDescription: This smart full HD, LED TV comes with built-in WiFi, access to Toshiba cloud TV services, Freeview HD and AMR100 picture processing, making it an ideal television for a variety of different areas within a hotel, such as the bar or in the bedrooms. What are the selling points? This TV is 98cm (39 ins) in size and comes with built-in WiFi, Intel WiDi and web browser, allowing your guests to go online without bringing their own internet enabled device. Its Toshiba cloud TV service includes YouTube, BBC iPlayer, Netflix and much more, allowing you to enhance the entertainment package you offer guests. In addition it features Freeview HD digital TV, as well as two USB ports, four HDMI and one HDMI with MHL support. It comes available in matte black bezel with metal neck. Prices start from: Available on requestContact: 0800 373 246, www.chantrytv.co.uk

Company: AquavisionName of product: Aquavision Waterproof televisionDescription: Aquavision is a waterproof, flush in-wall television solution designed specifically for bathrooms and other environments where a normal television will not work. The TVs are designed and manufactured to high quality standards in Aquavision’s own UK manufacturing facility. What are the selling points? Available in a wide range of screen sizes, four product ranges combined with three enclosure styles ensure the selection covers almost any requirement. Aquavision televisions are available in screen sizes 19ins to 40ins and glass finishes in polar white, black and MirrorVision. Aquavision televisions also come with their very own on-site two-year warranty and can be upgraded to within five years. Prices start from: Available on requestContact: 01442 872 665, www.aquavision.tv

Company: Richer SoundsName of product: Panasonic TXP42X60BL 42ins HD Ready Freeview HD Plasma TVDescription: The latest plasma panel gives a natural picture quality. With a very high contrast ratio, this TV gives true, deep blacks and a great sense of realism. What are the selling points? Panasonic TXP42X60BL is a high quality plasma TV ideal for a hotel environment. With its 600Hz sub-field drive technology, the TXP42X60BL creates clear images, whatever the resolution. This model is particularly popular with gamers for their fast response times. In addition, the TV offers a game mode setting for even faster response, ideal for hotels that offer their guests games console facilities. Prices start from: £291.63 (plus VAT)Contact: 020 7407 9090, www.richersounds.com

Company: Airwave EuropeName of product: LG LY960Description: Available in 47, 55 and 60ins, the LY960 and LY970 form the flagship models of LG’s 2014 Hotel TV range. The LY960 and LY970 offer WebOS as user interface and customisable tools, allowing hoteliers to optimise their hotel’s TVs with IP-based programs to provide premium hotel services with integrated set-top boxes.What are the selling points? With its sleek and slim design, the LY960 and LY970 will be the centrepiece in any hotel room or suite. For hoteliers, the WebOS user interface has important advantages, as they can easily tailor and customise the Smart Home of TVs, creating a new platform to make guests feel at home, but also to promote the hotel’s restaurant or spa for example.Prices start from: Available on requestContact: 0845 555 1212, www.airwave.tv

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laundry

We wade in on the debate whether it’s more cost eff ective to outsourceyour laundry, or bring the operation entirely in-house

Tow the Laundry Line

Bring Laundry In-house and Save Money Could an in-house operation prove to be most benefi cial to your business?

Outsource and Improve Effi ciency Robert Adams, managing director, White Knight Laundry Services explains the pros to letting a laundry company do all the hard work

The quality and presentation of bed linen is one of the most important elements of creating a good guest experience. How your linen is presented, how it smells and feels leaves a lasting impression. It expresses the care and attention given to quality and cleanliness across the whole brand. Get it wrong and guests won’t return.

Deciding whether to outsource or launder your linen in-house is an important decision that could affect both the quality of your linen and your bottom line. Some hoteliers prefer to run on-premise laundries because they feel they have more control over quality, choice and stock levels of linen. There may be savings on linen rental and it’s possible to get away with lower pars as turnaround may be quicker. Others take a combined approach and do a bit of both, outsourcing the flatware and processing towels and robes or guest linen in-house.

There is some first rate in-house laundry technology available and the operation can work well with the right level of investment and depending on the number of rooms, occupancy and the quality of linen required. An on-premises laundry can even operate as a business in its own right providing another revenue stream. And at the very top end, guests can purchase the linen as part of the brand experience.

Outsourcing laundry gives hotels an excellent cost-quality balance, especially when factoring in more hidden costs of an in-house operation such as capital investment and depreciation. Cost of energy and water is overlooked too as just another cost of doing business,

On-premise laundries allow hotels to manage their own laundry, giving them more flexibility and control. Hotels handle large volumes of laundry, which need to be processed with a quick turnaround.

Many hotels are limited on space and, as such, may not feel that they have the space required to accommodate an in-house laundry, however bringing laundries in-house can make a huge difference to costs. Miele Professional’s Little Giants and the washer-dryer PWT 6089 are machines that offer high-performance laundry on the smallest of footprints. The PWT 6089 is a stackable unit that stands less than two meters tall and has a one metre squared footprint. If the machines were in use every day with cycles running continuously, it would take just one hour a day to load and unload.

Speed and reliability are both important factors. Miele’s PT 8257 WP heat pump has a drum volume of 250 and a load capacity of between 10 and 13 kg of laundry. This model excels in terms of short cycle times: 10 kg of laundry is completely dried in only 44 minutes (reduction in residual moisture level from 50 per cent to 0 per cent). For more information on the Miele Professional’s products, call 0844 893 6907

Make it easyIn 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 out-sourcing bedding and tablecloth laundering, but wash towels and items such as bar towels, chef’s whites and shower curtains in-house.

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

“Bringing just some of your laundry processing in-house, can create substantial savings and benefi ts, and it can be much easier than you think,” says Victoria Davies, marketing manager of PHS Laundryserv

Bring your towel laundry in-house...• Immediate and long term cost savings • Easy to use equipment • Full service rental requires no capital expenditure• No hidden costs with all maintenance, parts and

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laundry

when in fact it’s a very big additional cost; a hotel’s laundry process accounts for some 15-20 per cent of all energy consumption.

Ultimately, laundries are expensive to operate and maintain and most hotels don’t have the volume, or space, to justify top end, efficient equipment or support machinery for things like water or energy recycling.

Outsourcing moves a laundry operation from a fixed cost model to a variable one, which can only benefit seasonal businesses. Hotels only pay for the laundry service when a room is occupied, whereas on-premise laundries tend to maintain the same staffing regardless of the occupancy levels. Other cost inefficiencies such as short loading machines happens too when occupancy levels are down. On-premise laundries also take up large amounts of valuable space within hotels, which could be used as a revenue generator.

When reviewing your laundry operation, it’s important to consider all costs and quality aspects to find the best cost-quality balance; what’s most cost effective for the business and most beneficial to the guest experience.

Keep it Green Steve Clarke of the Brilliant Laundry Group advises on how outsourced laundry services can help hoteliers come clean on their green credentials

ED Dryers Cut Hotel Laundry Energy BillsGirbau’s new ED Series EcoDryer range of high efficiency tumble dryers are designed to help hotel laundries cut energy bills. All four models are believed to be the most energy efficient conventional tumble dryers available.ED Series EcoDryers feature Girbau’s Transflow technology, a combination of radial and axial airflow for maximum efficiency, reduced cycle times and lower energy costs. Cabinet insulation and a double-glazed door further optimise energy efficiency and prevent heat escaping. The highly reliable and accurate built-in humidity control system automatically senses when clothes are dry and activates the cool down process maximising energy efficiency and assuring textile care.

Contact: 01462 427 780 www.girbau.co.uk [email protected]

Businesses nowadays are placing greater emphasis on sustainability. While hotels might reduce the amount of food they waste or install more energy efficient lighting throughout the property, are they considering the green credentials of their suppliers?

The laundry industry uses water and energy generally at an alarming rate, with on-premise

So, what is involved in keeping the sheets ‘green’?I believe this is harnessing the ability of outsourced laundries to streamline processes and invest in high-quality technology.

We work with major UK hotel chains to develop a laundry solution that ensures sustainability remains central to the operation. For example, since 2004, we’ve helped save between 45-60 per cent of the water used per kilo of work processed, reduced the fuel used by 27 per cent, and electricity savings range from six per cent up to 27 per cent. This is done by ensuring all processes are streamlined, through training of staff in best practice, and through ensuring the machines used are as efficient as possible.www.brilliantlaundry.com

“On-premise laundries using 18-22 litres or more of water

per kilo of laundry processed”

laundries using 18-22 litres or more of water per kilo of laundry processed, however many industrial laundries have taken careful steps to address their carbon footprint and reduce the amount of energy they use.

Cost, quality and consistency are often key factors for hoteliers in deciding on an in-house or outsourced laundry solution, but a ‘green’ approach to laundry is just as important. While not every hotel is focused on being eco-friendly, the benefits of saving energy throughout the laundry process pay dividends. The savings can still take place even with an outsourced laundry service; for example, the mileage done through transporting linen from laundry to hotel invariably increases the carbon footprint of the laundry process and therefore drives up costs. However, Brilliant has developed a system to ensure that costs are kept down and the use of water and petrol-consuming journeys are constantly monitored.

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workwear

When it comes to uniforms, appearances really do matter. We take a look at how to make the right and most important choices when deciding on workwear to suit your hotel brand and its staff

Uniforms: Get the Look

“In the hotel industry, a well presented team is as

important as the venue itself in helping to present a strong brand image to customers”

F irst impressions count for a lot in the hotel sector and a negative experience can be potentially damaging to your hotel’s reputation and result in bad reviews. Part of making a good first impression on your guests comes down to how your employees

look, and this is where the introduction of a uniform can help cement a professional feel to your hotel and its employees.

Simon Jersey’s design manager, Helen Harker says: “In the hotel industry, a well presented team is as important as the venue itself in helping to present a strong brand image to customers. However, the breadth of roles means that hoteliers must carefully consider the uniforms they choose for staff to ensure that garments are both functional and appear consistent.”

If you’re looking to refresh your brand image, renewing your staff’s uniforms could be just the change needed to bring your company’s image right up-to-date and give it a whole new feel.

Things to considerNicki Stewart, head of facilities supplies at Office Depot says: “In selecting workwear for the wide range of roles hoteliers need to facilitate, it is important to strike the right balance between practicality and a professional appearance. It is also vital that the ‘look’ and colouring of all hotel staff workwear is identical. Not only does this more readily provide a streamlined, cohesive image of the business to guests, but makes employees feel more like part of a team. Naturally this lends itself to higher productivity levels and great customer service.

“Beyond this, practical considerations must be adhered to, especially for back of house staff. Items of clothing must be durable enough to take the stresses and strains of a particular role, and crucially, meet stringent requirements surrounding health and safety,” Ms Stewart adds.

Carolyne Hirsch, managing director of Uniforms by John Marks says: “We have, over the past 20 years, often found the hotel industry somewhat staid in their choice of outfits. Thankfully today the total outlook is much more dynamic.

“Hoteliers should chose garments that give staff a coherent, contemporary image from front to back of house. If only one area needs refreshing or updating, garments should not be chosen in isolation, otherwise staff identity becomes blurred and the designers’ concept stays only a dream. Uniforms, as the word suggests, should help bring

sort of fire etardant material to prevent the risk of clothing catching alight in a very hot and fast-paced environment where accidents do happen.

When it comes to finding an appropriate uniform for your front of house staff, remember they will be at the forefront of your business, greeting guests on a day-to-day basis, so it’s vital they look their best.

“Modern fabrics are all tested to perform washing, wearing and tearing, so it is the design detail, the customisation and the personalisation that will ensure that they are loved and enjoyed,” says Ms Hirsch.

The best coloursThe colour you choose for uniforms should reflect those used in your branding or ones that at least

Making the Right ChoiceNick Jubert, managing director of Denny’s Uniforms explains some key points to consider before making a purchase• Look at the end use and choose appropriate fabrics. Is the

uniform fit for purpose? Does it enable freedom of movement or is it going to be restrictive? Think about durability. What is the expected lifetime of the uniform?

• How will the uniforms be looked after – dry cleaned, washable tailoring – washed at home or in-house?

• Choose colours that are appropriate for the type of work and surroundings. Bear in mind the type of venue and personality of the venue. Classic grey, navy and black are popular for most types of hospitality venues and a shot of colour can easily be injected with a contrasting shirt, tie or scarf.

• Availability – is kitting out new staff members quickly really essential? If not holding buffer stocks for them, can they wait for bespoke made to order uniforms?

together different departments, making the staff feel confident, whatever their position within the hotel,” Ms Hirsch adds.

The right materialsDifferent departments of your hotel will require a variety of materials for their uniform, mainly for safety reasons, but also for comfort and durability.

Ms Harker says: “When selecting a uniform, it is important to ensure fabrics are fit for purpose, as well as comfortable. For example, housekeepers have a hands-on role and require a functional workwear solution. Easy-care fabrics, such as polyester, require minimum maintenance and are hardwearing when faced with daily wear and tear.”

Employees who work in the kitchen, for example, will need their uniform to be made from a

complement them, so that they are consistent with your brand’s image and mirror the style and message your hotel works toward.

“A uniform is a key part of building an easily identifiable brand image, increasing loyalty among customers and team members,” explains Ms Harker. “Choosing consistent colours can help to craft a professional appearance, while an embroidered logo helps to create a bespoke corporate image.

“Those working in the hospitality industry are routinely visible to customers and, as such, it is important to maintain a neat and tidy appearance. Darker colourways tend to be preferable to lighter tones for hands-on work, as they conceal stains and marks more easily.

“This doesn’t necessarily mean that garments should be selected in black, however. This year, we’ve started to see an increase in popularity of bolder colours, such as plum and cobalt blue, which have been incorporated into a number of our ranges and can be worn in all seasons. If a brighter look is what you’re looking for, splashes of colour can always be added to darker uniforms with bold accessories, such as a scarf or tie,” Ms Harker adds.

Nick Jubert, managing director of Denny’s Uniforms suggests: “For a professional look choose navy, grey and black; these colours tend to suit more people and are generally more flattering. Also shades of the staple colours, contrast or self-colour stripes, counterpane checks.”



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HotelClinicEach month we look to diagnose some of your most common business queries

Email [email protected] or tweet us @hotel_business

Got a question for our panel?

Meet the expertsMartyn BellMarketing director Douwe Egberts UKwww.douwe-egberts.co.uk

Rob MansellManaging directorCherryredwww.cherryredrecruitment.com

Stephen ThomasSafety technical consultantCroner Solutions www.cronersolutions.co.uk

A Healthy Kitchen

Q I have been asked to determine what the legal requirements are in relation to staff working in the kitchen if they have an infection. Is there any guidance on this issue?

Mr Thomas says: People who work around open food while suffering from, or being a carrier of, certain infections (mainly from bacteria and viruses) or have infected wounds, skin infections can contaminate the food or surfaces with which the food may come into contact. This can spread infection to other people through the food, or other workers via the surfaces.

Identifying infected food handlers usually relies on the employees themselves reporting any illnesses, symptoms and conditions. This requires their understanding and co-operation to work effectively. Any person affected and employed in a hotel kitchen and who is likely to come into contact with food to report immediately the illness or symptoms, and if possible their causes, to their manager or supervisor. In general terms, managers must exclude any person from food handling duties and food handling areas if they have an infection of the stomach or gut, demonstrated by them having symptoms of diarrhoea or vomiting as well as stomach cramps, nausea or a fever. Those who have an area of infected skin that cannot be covered must also be excluded.

Food Standards Agency guidance — Food Handlers: Fitness to Work — contains additional information on this. The guidance states that ‘managers must exclude staff with these symptoms from working with or around open food, normally for 48 hours from when symptoms stop naturally.’ If the individual is diagnosed with a specific infection, this may require different action.

The guidance also notes that when excluded employees return to work, managers should ensure that they take extra hygiene precautions, particularly hand washing.

Encouraging Rewards

Q I’m looking to reward my staff but simply don’t have the funds to offer them bonuses at the moment – how else can I show them they are very much appreciated?

Mr Mansell says: Rewards, incentives, inducements or bonuses, call them what you will, are a double edged sword. By incentivising employees to deliver over and above what they perceive as their normal job role, in order to drive sales, you will invariably have to return the favour. This reward isn’t necessarily required to be cash, as long as it’s perceived as being ‘worth’ more than what they have put in.

For some employees a ‘duvet’ day (unofficial day off) can be enough to motivate, or even a bottle of wine or a dinner for two within the business where they are employed. If you are well enough connected or networked with other local businesses or even your competitors, it is worth trying to arrange a barter style arrangement which is reciprocated, for example a meal for two for a competitors’ employees in return for a facial or massage at the local spa for yours. It takes time to work this out but in turn all businesses benefit and the net result is happy employees for everyone. While the perceived value of these types of employee rewards would be 100 per cent, the actual cost would be closer to 25 per cent in real terms.

Alternatively you can look at organising a team outing to a theme park trip or a day at the races, through to a good

Coff ee Morning

Q How can we use our breakfast service to entice customers to revisit on-site restaurants for lunch or evening meals?

Mr Bell says: What many hoteliers have failed to realise is that breakfast is a great shop window for your restaurant. It’s also the last thing your patrons will experience before they leave – making breakfast, more than ever, the most important meal of the day.

This should raise major concerns for hoteliers who are overlooking their breakfast service and not paying close attention to the quality of the food and drink served. Historically, hoteliers often try to anticipate how much coffee they’ll need at peak times like breakfast. Unfortunately, many are still guilty of bulk brewing their coffee well in advance, preparing vast quantities of filter coffee that result in poor-quality, bad-tasting coffee, which guests will no longer tolerate.

During breakfast service, traditional barista operated machines can serve great quality coffee, but they require a great deal of staff training, and serving staff can be found to be tied up making coffee rather than serving guests at this critical time.

In order to ensure guests are happy with the food and drinks during the breakfast service, hoteliers need to find a balance between improving coffee quality and simplicity of operation. With such a wide selection of machine types from liquid roast, bean-to-cup and traditional espresso machines, hoteliers need to carefully consider which is the perfect solution for their needs.

In most cases offering a consistently good quality coffee, quickly and easily, with limited cleaning and downtime is the goal, especially during the breakfast service or for on-site conference or events.



SPECIALIST HOTEL PRODUCTS FROM

old-fashioned knees-up. Not only is it great for team bonding and morale, the only cost in reality is your time.

Employees will happily take the proverbial extra mile if you just ‘give’ them the inducement inch. What was a bonus today will become a given tomorrow, so be wary of over-committing because over time the law of diminishing returns will apply. Not only will you end up giving more, you will in fact be getting less in return.


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Martin Barlow, owner of Budock Vean Hotel and Natural Health Spa near Falmouth, Cornwall give us an insight into his historic hotel and his plans for rapid expansion

WordsLast ■ Average room rate: £112 per person per night DB&B■ Average food spend per head: £35■ Average weekly occupancy: 65 per cent■ Staff members: 80

Tell me the story of the hotelOur records show that Budock Vean was originally a monastery and religious site created by St Budock a Breton Christian in about 600AD. Its original name was Eglos Budock Vean (Little Church of Budock). It has been a hotel since 1934 and was acquired by the Barlow family in 1988, so we are celebrating 25 years this year. The hotel has seen a great deal of development and growth over the years, to the point now where we have a top class 57-bedroom hotel set in 65 acres of beautiful grounds that slope down through a wooded valley garden to the waters of the Helford River. The facilities on offer include a full length nine-hole golf course, all weather tennis courts, health spa, indoor pool, sauna, hot tub, our own private foreshore and a boat called Hannah Molly named after my two daughters.

What challenges have you faced since you acquired the hotel?One of the key challenges we face is maintaining the balance between developing a commercial hotel business and being custodians of such a special place that sits within an area of outstanding natural beauty on the banks of the Helford River. I believe we are getting this right and the many green tourism awards we have won over recent years are a testament to that, as they recognise our efforts to be environmentally responsible while maintaining high-quality standards.

Where are you spending the majority of your budget?The largest single area of the budget is, as always, spent on the retention and development of our fantastic team of people. They are the cornerstone of our success and make the Budock Vean experience so innovative and they are the main reason so many guests keep coming back. In terms of future development the focus is on the building of nine new holiday lodges in the grounds and the on-going refurbishment of the hotel.

What are your future plans?We've just started building the first four of nine self-catering holiday homes in the 65 acres of grounds at the hotel. These will be cool Helford River 'boltholes' with amazing views and we are very excited with the designs, which really enhance their beautiful setting. This is a key part of our strategy to evolve the Budock Vean estate providing a greater choice of holiday accommodation.

What did you want to be when you were younger?An England cricketer.

How would you describe yourself in three words?Tenacious, generous and loyal.

If you weren't a hotelier what would you be doing?Sailing around the world.



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BIOMASS – Red Hot Green EnergyHotels across the country are getting paid to go green – can you aff ord not to join them?

Case study: The Langdale Hotel and SpaBarden Energy steered Langdale Hotel and Spa through the Government’s Renewable Heat Incentive (RHI) scheme and installed a Hertz Biomatic 300kW boiler.

Expected to pay for itself in just two years, it heats nine bedrooms, two conference rooms, two commercial kitchens, two restaurants, offices, swimming pool and changing rooms.

Installation was completed in 12 days with Barden Energy supplying around 9 tonnes of locally sourced woodchip a week.

Welcome to the world of wood fuel biomass■ bringing staggering fuel savings and

generous Government Renewable Heat Incentive (RHI) payments

■ Boiler and installation costs recouped in as little as 36 months – with 20 more years of monthly income guaranteed

■ Interested, why wouldn’t you be?Market leaders Barden Energy deliver the most

advanced biomass systems on the market. From initial consultations to installations and guaranteed woodchip supplies, the company is committed to slashing fuel costs.

These are innovative solutions that don’t cost the earth.

Keen to be green? Talk to our team and see how you can join the hospitality industry’s fast growing trend for biomass energy.

Langdale’s director of operations, Nick Lancaster, said: “Barden Energy was instrumental in helping guide us through a technology that at the time we knew little about. They were able to offer clear guidance on payback, which proved to be accurate.”

Take the heat out of moving from gas, LPG, electricity, coal or oil by letting Barden Energy expertly manage all your renewable energy and biomass needs.

To find out how biomass could help fuel your business call 015242 73939, [email protected]

It has never been easier, or more cost effective, for hotels to go green.

The Langdale EstatePrevious system LPGBiomass Boiler 300kWPayback 2.2 Years

Annual savingsCarbon saving 349 tonnesFuel saving £39,000RHI Payment £41,628

Total Annual Savings £80,628

Ideal for the Hotel, Accommodation and Leisure Industries

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Hotel Business SPEED 280x380 indd 1 28/04/2014 10:38

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audit bureau circulation June 2013) 7,813 Hotel MAY 2014 £3.50 … · 2014-05-23 · Consumer confidence has climbed to its highest level in more than two years, according to the