CH Magazine 2013

IN THIS ISSUE : THE SAVOY – CONSIDERATE MEETS LUXURY BRANDING |

SMALL REALLY CAN BE BEAUTIFUL – BRYN ELLTYD ECO-GUEST HOUSE |

FOUR SEASONS HOTEL – ACCESS ALL AREAS | MARKETING THE GREEN

IDEAL – GOOD EGG, RICHARD SLADE

“It’s been quite a year!”

THE

CONSIDERATE HOTELIER

Hotel ofthe Year 2013THE GREEN HOUSE, BOURNEMOUTH True potential realised

THE CONSIDERATE HOTELIERS MEMBERS MAGAZINE

ISSUE 21 | SUMMER/AUTUMN 2013

THE FUTURE IS BRIGHT; THE FUTURE IS CONSIDERATE“Huge progress has already been made - However, we are notstopping there.”

At Beacon we believe in responsible purchasing and are fully committed to conducting business in ways that help protect and preserve the environment. The health, well being and future of individuals and our planet depends on how well we nurture and preserve our present resources, how we cultivate new ones for the future and how we can communicate the need to be both caring and vigilant. Beacon’s part is simple – it’s to identify and promote responsible suppliers who can support the increasing demand for environmentally friendly products. We recognise, helping our customers run their business more responsibly also helps them run their business more profitably.

Beacon identifies areas within your business where savings can be made.

Just a taster of what we do: • Improving purchasing strategies by consolidating products, suppliers, or deliveries saves money, time and the environment.

• Our E-business solutions are not only efficient but reduce paperwork.• Our Design service is on hand to offer advice to reduce your carbon footprint

when refreshing or refurbishing your property.

Beacon’s part is simple – it’s to identify and promote responsible suppliers who can support the increasing demand for environmentally friendly products.

Paul Connelly, Director of Purchasing & Operations

Helping businesses grow their profitability

[email protected] | 01904 695 588 | www.beaconpurchasing.co.uk

Purchasing Strategies E-Business Solutions

Design & Refurbishment ProjectsConsultancy Advice

beaconad.indd 1 30/08/2013 14:39

THE CONSIDERATE HOTELIERS ASSOCIATION MEMBERS MAGAZINE

Websiteconsideratehoteliers.com

[email protected]

Coming shortly: 2014 Awards Launch, more UK and international hotels join and The Future gets even brighter!

Join UsMembership of the Considerate Hoteliers is open to hotels, guesthouses, small accommodation providers, restaurants with rooms, inns and self-catering accommodation that commit themselves to our Mission Statement, Environmental and Social Responsibility Charter. For membership information visitwww.consideratehoteliers.com

Considerate SuppliersWe continue to recruit worthy and pre-qualified Considerate Suppliers. If you have a supplier you would heartily recommend to your fellow members than please tell us. We would love to have them onboard. [email protected]

CH Main office:King House, Studio 35-11 Westbourne GroveLondon W2 4UATel: + 44 (0) 207221 6863

CH Munich office:+49 89 20205659

CreditsDirector and Editor:John Firrell, Considerate Hotels Association, Litton Cheney, Dorset DT2 9AR.Telephone 01308 482313

Nothing pleases me more than to send out to CH members all the good news that abounds around the time of the Awards. Within that good news there is inspirational information and initiatives that should you choose to embrace them, could well set you on the road to celebrating your own award win in future years. Enjoy this edition, read it from front to back, and then read it again before passing it onto colleagues. You will see little better in terms of how some of our members are progressing with their considerate agenda. From time to time, I am asked to justify why a hotel or accommodation provider should be a member of Considerate Hoteliers. It is normally asked by someone who has just come across CH for the first time, does not “do” sustainability and says they are more interested in getting bums on beds. For me who has been around CH for over 20 years, it is a question I relish. As a director/general manager of several large establishments at home and abroad I had long ago succumbed to a desire to be more responsible, nay, considerate in my thinking. It seemed crazy not to control energy, water and waste all of which cost lots of money. It also seemed silly not to be supporting my local business and community. These were the people after all who would be using my establishment. It also seemed sensible to look after good staff who would stay, and become an integral part of a team. These I considered were fairly basic reasons for wanting to be member of a “club” who supported and applauded such initiatives. With Considerate Hoteliers I found I was in fine company. As well as having the glitterati of the hotel world as fellow members, I was also alongside smaller but no less important fry who were achieving amazing things. The other point I was keen to get across was that my considerate thinking did indeed put bums on beds for what was a modest cost, compared with the high cost of advertising in glossy magazines and spectacular websites. Today the value of CH membership is better than ever. Over the past year, the number of member benefits has increased dramatically thanks to the fine work put in by our “engine room” – my colleagues Benedetta and Una in London together with some very competent interns, and also Xenia and Noemi in Munich who have set the scene for our expansion into Europe and beyond. We have some very impressive recruits to our cause – the Raffles Group, the Hyatt Regency Churchill, The Arundel Arms in Devon, Grand Del Mar in California and

some biggies in the pipe line. These people would not be joining us on a whim.

They have joined because they see significant business advantages to joining.

They are also proud to be a Considerate, and so am I. Enjoy this magazine –

we don’t mind who sees it! The next few years are going to be exciting and we

sincerely hope you will be with us for the long haul. Thank you for your support.

DearConsiderate Members,Welcome to The Considerate Hotelier, which in this issue is unashamedly celebrating the achievements of this year’s Considerate Hotel of the Year award winners.

John FirrellExecutive Director & Editor in Chief of The Considerate Hotelier

2 Considerate Hoteliers 2013

contents

Contents Summer/Autumn ‘13

18

042012/13Award Winners

06The Considerate Hotelof the Year The Green House, Bournemouth

16Considerate Green Champion Dave Bell - Deserved Success at Last for Inspirational Engineer

18The Sustainable Food WinnerMontagu Arms, Beaulieu

22Green Team 2013 The Savoy’s Green Team show how it’s done

26Considerate SmallAccommodation ProviderSmall really can be beautiful - Bryn Elltyd Eco-Guest House

30Green Marketing Initiative of the YearTrenython Manor, Cornwall

33Green Supplier of the YearNational & Local

36Accessible Hotel of the YearFour Seasons Hotel, London

40International Hotel of the YearHotel Axel Guldsmeden, Denmark


contents

18

40

26

30 44

44A Good EggRichard Slade - Marketing the Green Ideal

46Now & ForeverConsiderate Hoteliers’ future - by Xenia Hohenlohe

47A Judge’s Lot can be a happy oneAn overview by John Forte OBE

48Your Considerate MembershipIts True Worth

50The View from the “Engine Room”Una Harcinovic

51Welcome New Membersand very welcome you are too!

52Having their sayViews from judges, winnersand nominees

54Category Short ListThey gave it a go!

562013 SponsorsGrateful Thanks

59A Considerate Futureby Benedetta Cassinelli


Winners 2013

2012/13 Award WinnersTHE GREEN HOUSE HOTEL in Bournemouth won top accolade as The Considerate Hotel of the Year 2013 at our Awards Gala Lunch at the Landmark London. Congratulations to Olivia O’Sullivan and her team in Bournemouth and also to the worthy short list of which Trenython Manor in Cornwall and The Soho Hotel, London received Highly Commendeds. It was a contest fought at an incredibly high standard level. Tis fair made one feel very proud of our industry, acting as a pathfinder for many to follow.

First time ‘International Considerate Hotel of the Year Award’ went to the Danish Axel Hotel, Copenhagen, a Guldsmeden Group property, with The Grand Del Mar in California coming a close second.

Below is a full list of the winners and many of the case histories relating to the winning and short listed entries appear in the Knowledge Hub of the Member’s Area. If you have not registered as a user which will give to access to the Members’s Area you should do so now. .

Out of all the many applications received, the judges, who included personalities from all different sectors within the hotel industry as well as the sustainability arena, had a incredibly hard time in choosing.


1. Considerate Hotelof the Year 2013 The Green House, Bournemouth

Highly commended – The Soho Hotel, London and Trenython Manor, Cornwall.The category was sponsored by Veolia Environmental Services.

2. The Considerate Small Accommodation Provider of the Year Bryn Elltyd Eco Guest House, Snowdonia, Wales a beacon of sustainability at the foot of Snowdon. Has to be seen to be believed! When you are next in the area drop by and see what John and Ceilia Whitehead have achieved in their 6 years of ownership. Award sponsored by Beacon

3. The Considerate Green Team of the Year The Savoy, London Debra Patterson and her Green Team have continued to build on the Savoy’s born-again sustainability agenda and set the pace for others in the luxury sector to follow suit Sponsored by Beacon

4. The Considerate Green Champion of the Year Dave Bell, Chief Engineer, Park Plaza Westminster Bridge Due reward and recognition for Dave’s hard work over many years, much of it with Park Plaza who continue to blaze a trail towards sustainability.

Sponsored by Gram, UK

5. The Considerate Sustainable Food Award

Montagu Arms, BeaulieuThe Montagu Arms who also won this category last year braved the possibility of not winning this year by entering again. Despite being pushed hard by The Cavendish London, they emerged triumphant. Congratulations to Executive Chef Matthew Tomkinson and the support of all at the Montagu Arms ably headed by manager Sunil Kanjanghat.

Supported by Sustain

6. The Considerate International Hotel of the YearThe Axel Hotel Guldsmeden, Copenhagen, DenmarkA chance for our international colleagues to show their mettle and the Axel Hotel were the first winners of this award which is clearly going to be hotly contested in years to come.

Sponsored by Gilchrist & Soames

7. The Considerate Accessible Hotel of the Year

Four Seasons London at Park Lane This hotel braved a mystery shop visit by Arnold Fewell last year and came up smelling of roses. It repeated that success as the winner of this inaugural category by showing it really does care for all.

Winners 2013


Additionally the special award ‘The Considerate Good Egg’ in the form of an Emu’s egg in a locally crafted English oak egg cup was presented to Richard Slade, owner of Battlestead’s Hotel & Restaurant in Northumberland. Battlesteads was also the Considerate Hotel of the Year in 2011.This award recognises those in the hospitality business who have inspired and encouraged others to embrace certain principles of life relating to environmental, sustainable and socially responsible performance. Additionally, if people give help to others to achieve excellence in what they do, then CH believes that they are thoroughly deserving of the ‘Good Egg Award’. Richard joins previous “Egg” winners, Raymond Blanc OBE, Vanessa Scott (Strattons) and Gary Lohan (One Aldwych). Each winner received a beautiful inscribed Darlington Crystal award, such as a decanter or bowl and all winners will be given a 6 month free use of Ecompter, a carbon footprint measuring service specifically designed for hotels and approved by PWC.

We at CH are delighted to have added two new categories this year which truly reflects our future direction. The International Considerate Hotel of the Year supports our intent to widen CH’s horizons and the Considerate Accessibility Award consolidates our belief that being considerate means an all inclusive approach to the care of guests. Each year, entrants show their innovation, dedication and passion via their ever increasing excellent standard of submissions. We are proud to say this year has been no different.

Winners 2013

9. Best Green/Considerate Marketing InitiativeTrenython Manor Hotel, CornwallNick Waddington and his team have created a wildlife haven in the depths of Cornwall that serves as a learning platform for the families that come and stay at Trenython. It’s fun, it’s considerate, it’s educational and it works! Sponsored by Gram, UK

8. The Considerate Green Suppliers of the Year

National Winner: Vertue (Beds) Local Winner: Foodspeed Ltd. The first priority of a decent accommodation establishment is to provide a comfortable bed. If it ticks all the environmental boxes then you have the perfect bed and Vertue seems to have made a virtue out of producing that perfection. Foodspeed have been providing London hotels with diary produce that have sound eco-credentials for many years, now recognised by a Royal Warrant and further enhanced by winning the local supplier category at our awards.

Congratulations to all. CH would also like to thank the superb efforts of our colleagues, Benedetta, Xenia and Una, and Debbie and Noemi in putting this event together and also to the staff of the Landmark London who produced a wonderful meal and excellent service. Grateful thanks once again to our sponsors without whom we would not be writing this missive in praise of the winners. This year the Considerate Awards were videoed, “The Considerate 2013 Awards – The Movie”and can be found on the CH website.



“The Green House Hotel, Bournemouth is the first winner of the Considerate Hotel of the Year award that was created and built from scratch with the avowed intention of being what it is today – a magnificent oak of sustainability from its roots to its branches and its ever growing green shoots. This growth is not just contained within the hotel, but influences much of what goes on around it and the various organisations within and without Bournemouth it is involved with. The owners and management team have embraced fully the meaning of social responsibility,

are willing to impart their ethos to others and are reaping the financial benefits of being the ultimate hotelier/innkeeper – the excellent mine host and the responsible business. Each year the winner of this award takes the standard of achievement to even greater heights. The Green House Hotel gives the impression that their wonderful achievements are just the beginning. We at Considerate Hoteliers are immensely proud to havethem as this year’s winners.” - John Firrell, Executive Director, Considerate Hoteliers

winner considerate hotel of the year

The GreenHouseBournemouthTHE CONSIDERATE HOTEL OF THE YEAR 2013sponsored by Veolia Environmental Services



The Green House is an independent luxury 4 star eco hotel, with 32 guest rooms, restaurant, bar and private event facilities. The hotel opened in July 2010 following an 18 month refurbishment of an existing Grade II listed building. Throughout the refurbishment, and since the hotel opening, the environmental impact of every decision has been taken into account. The hotel currently holds a Gold rating under the Green Tourism Business Scheme, and was awarded the AA Eco Hotel of the Year title for 2012 – 2013.

Here is a brief breakdown of the many things they have achieved during 2012. Many of the things that The Green House does are straight forward, simple and effective. You do not need to heap money into these initiatives to make them work. More details will be found in due course in the Member’s Area of the CH website. Have you registered your membership yet?

Reducing Water Consumption • All toilets have reduced water usage dual flushes (3.5 / 4 litres) Showers in the guest rooms and staff facilities are low flow (6 - 9 litres per minute) • Only 11 of 32 guest rooms have baths • Waterless urinals and sensor taps used in public washrooms to avoid wastage • Low flow aerated taps (5 litres per minute) installed throughout the hotel • Our Eco Kettles are the only kettle in the UK to be certified by the Energy Saving Trust. They have a unique central chamber, allowing precise measuring of the water required • Inhouse Girbau laundry equipment selected for reduced water and energy usage • Rainwater harvested for irrigation throughout grounds

With all these measures in place the overall water usage is kept relatively low. Unfortunately, as discovered from our regular audits during 2011 – 2012 there was

an overall increase of 6.5% from 0.46m3 to 0.49m3 per guest. We believe this was due to a water leak and ongoing work was carried out to resolve this and our target for 2013 is to reduce our overall consumption by 10%.

Reducing Energy ConsumptionHeat We heat the building through a combination of the solar thermal panels on our roof (water heated by the sun) and the heat produced by the Combined Heat and Power unit that produces much of our electricity. There is also a super condensing boiler to make up any shortfall. All the pipe work throughout the building is insulated and we have installed thermostatic valves on all radiators to allow them to be turned off when rooms are not in use. We have inserted cavity wall insulation between the outer and inner skin of the external walls of the building. Additional thermal insulation (recycled newspaper) has been added between all floors and in the loft space. Where the local authority allowed, we have replaced old draughty windows with double glazed. Where we were not allowed to do this (because of the building’s Grade II listing) we have installed the Ventrolla Perimeter Sealing System. Most heat loss from windows is through draughts rather than through the glazing itself and this has eliminated this waste.

Power We produce electricity on-site using our Combined Heat and Power unit. CHP is a highly efficient way to use fuels and can therefore make a significant contribution to the UK‟s sustainable energy goals. Because CHP systems make extensive use of the heat produced during the electricity generation process, they can achieve overall efficiencies 80-90% at the point of use. We export any electricity we do not need to the National Grid, and import any extra we need through our agreement with Ecotricity, the only green electricity company

actually building new renewable energy sources. During 2011-2012, 21% of our total electricity consumption was generated on site.

In the kitchen we use induction cooking. Induction burners are super-efficient as they convert about 85% of their energy into heat, compared to about 40% for gas. And as the burner itself doesn’t create heat, it stays cool to the touch. This also means that they don’t give off ambient heat like gas or electric burners, so the kitchen stays much cooler. Also the burners turn off automatically when a pan is removed so there is no wastage. Similarly, our grill only comes on when there is something under it, again avoiding any waste heat.

Our fridges and freezers use hydrocarbon which is very efficient and contains no nasty gases and they are the best energy rated models available. The dishwashers and glass washers are hot-fill, using water that is heated more efficiently by our solar panels and CHP system than cold fill would be.

Our televisions are the lowest energy models on the market. Using around 60watts (less than most traditional light bulbs) they are LED backlit and have a host of eco settings. The picture output automatically adjusts according to the light levels in the room, reducing further the energy they use. Unlike most televisions, you can actually switch them off and even when in standby mode they use minimal power.

We selected Airforce hand dryers as they are the lowest energy dryers available on the market. We selected the BaByliss Eco hairdryer because whilst it has exceptionally low energy consumption its high performance is not impaired.

Light Our intelligent lighting system is designed so lights only come on when required. Daylight sensors turn off public area lighting when


sufficient daylight is present and motion detectors turn corridor lighting down when no-one is present at night.

The lighting in the guest rooms is, as you would expect, all low energy. The ceiling downlights use 7 watts each (a traditional halogen downlight would typically use 50 watts) and the bedside lamps use a fraction of that of a normal bulb. The ceiling lights can also be dimmed by rocking the on/off switch (to three lower levels, before reaching full brightness again) thus using even less energy. The external lighting is controlled by a mix of presence detection, light level sensors and time clocks ensuring it is only on when it’s needed. . Low energy CFL and LED lighting has been used throughout the hotel. These also have a much longer life span than traditional lighting, resulting in less waste as well as considerable energy savings. Our corridor doors are on opening systems allowing natural light into the enclosed corridors and we have inserted two roof lights on the second floor to bring more natural light into the building.

Reducing and Managing WasteAll waste is sorted for recycling and any residual waste that can-not be recycled is transported by Commercial Recycling to New Earth Solutions, where further reductions to the amount sent to landfill are made. Overall they deliver rates of landfill diversion in excess of 80%. Additional training was initiated by the Head Housekeeper so all staff were clear on what items could be recycled. Picture cards were made to overcome any possible language barriers and to serve as ongoing visual reminders.

An individual member of the Green Team is dedicated to ensuring the bin area is kept tidy and all rubbish is sorted correctly. External sensor lighting has also been installed for this area to allow the night porters to place the rubbish in the correct bins.

Plastic crates, cardboard boxes, ink cartridges, batteries, egg boxes and potato sacks are just a few of the items we pass back to suppliers on their subsequent visits for them to reuse or recycle.

All cooking oil is converted to bio-fuel, which powers our company car.

The toiletries provided in the guest rooms are in refillable bottles, topped up daily by the house keeping team.

All bottled water is filtered and bottled on site, allowing the glass bottles to be reused rather than recycled.

We are currently working with Commercial Recycling to accurately measure the waste generated from the hotel.

During 2011 - 2012 total waste per guest was reduced by 7%. Of our entire waste load only 0.4% went to landfill.


The Winners! – GM of The Green House, Olivia O’Sullivan (Centre)with colleague Louise Chapman (Left) with judge Debbie Hindle.


Green Knowledge Network The Green House is the chosen venue for the Green Knowledge Network meetings and events. The Green Knowledge Network was formed in 2010 by the Bournemouth Chamber to provide a forum for members with a ‘green’ business to work together and promote green issues in the town. By providing a recognized and qualified group within the Chamber and working together through referrals and events, coupled with strengthened working relationships, The Green Knowledge Network provides a better solution for companies than operating as a single unit within the Chamber. The network also identified a lack of education and “knowledge” about how the technologies would benefit businesses across Dorset and found this was limiting the success of these emerging technology companies. The network showcases the opportunities for the business

Green Champion Initiative In support of many of The Green House’s Environmental Policies, “Green Champion” is an initiative that recognizes and awards individual members of staff from within each hotel department who demonstrate commitment and enthusiasm to achieving the hotel’s core environmental principles. As local as possible / Reuse, recycle, reduce. / Made from sustainably managed organic material / Certified by regulating body / Fair trade / As little packaging as possible

The Green Champions meet every month to discuss how we can realize our core principles and how we can continually improve our hotel operations. A representative from each department has specific hands on experience to suggest practical realistic ideas, who then share with team members and implement actions points.

community to engage with the numerous green technologies that exist. This in turn gives added exposure to the members of the Green Knowledge Network.

Global Earth Partners The Green House is working with The Sustainable Practitioners to achieve the mission of the Earth Charter. The hotel hosts regular meetings and events where The Green House is also showcased as a case study. Key corporate businesses such as Bournemouth Yellow bus company, Castle Point Shopping Centre, WDS along with Bournemouth Council, local schools and universities are working in conjunction to share ideas and realize the vision of the Earth Charter. Commitments and responsibilities are made and reviewed in regular meetings. Bournemouth Borough Council made a bold move in February 2008 when it became the first, and to

Monthly Seminars

We also hold monthly seminars for all members of staff. Some of the topics covered are: Fair Trade Sustainability How Can I Make a Difference? Green Champion Update



Community associations, sports clubs and local interest groups can all apply for environmental grants of up to £1,000 to help kick-start a green or healthy living projects.

Local Schools The Green House is developing relations with local schools, where the hotel representatives are involved in environmental education initiatives from guest speakers to judging panels for green competitions. Details of all the schools we have worked with can be found in our Environmental Report. Schools are now invited to The Green House on a field trip to see a physical example of how we can all take little steps to maximize the benefit to our community and environment. Children particularly like the roof top bee hives, recycled play station console chairs and company car fuelled by bio diesel from the Green Room kitchen’s waste oil.

producers, and “green gift” ideas. Our location is also perfect for an eco wedding on the beach. Many of our wedding parties have held their ceremonies on Bournemouth beach which has the only licensed beach hut in the UK. Guests can wander to the beach to say their vows and stroll back to the hotel for an eco reception!

Sustainable Destination Project The Green House has joined forces with the Green Knowledge Network, Bournemouth Accommodation and Hospitality Association and BH Live (the organization responsible for the marketing of the BIC conference centre) to promote Bournemouth as a sustainable destination. The hotel hosted all these organizations together at the Hospitality and Catering show at the BIC this year at “The Green House Sustainability Clinic”, a large stand specifically focusing on the environmental performance of Bournemouth as a resort. The 2 day show was followed by a conference

Bournemouth Universities Along with business relationships in terms of preferential accommodation rates with both Bournemouth University and Bournemouth Arts College, The Green House works with faculty heads to inspire students to incorporate environmental principles into their thesis and design briefs. From brochures to garden sculptures, business projects to writing essays on sustainability, the Greenhouse staff work closely with students who frequently visit the hotel to seek further information and details of how a business can run more sustainably.

at The Green House Smarter Business Practices. At this event members from GKN presented their suggestions to local hoteliers and business people on how they can become more efficient.

EV installation and Nissan Leaf promotional Event The Green House installed an Electric Vehicle charger on site during 2012. We were then approached by Nissan to take part in a promotional event which involved driving a Nissan Leaf from Lands End to John O Groats using only electric power obtained from EV charge points across the country! The event was a great success and since then we have a number of regular guests who make use of this facility.

Design and plant a Bee and Butterfly garden in our grounds. As we have our friendly bees living in the bee hives on our roof we thought it would be a nice to give them a treat. We plan to develop

date, the only local authority in the UK to demonstrate its commitment to sustainability and ecological integrity by endorsing the Earth Charter.

The Charter is now forming the Council’s corporate strategy, and the Earth Charter Principles are used to inform its decision-making process, ensuring that sustainability is at the heart of its decisions and actions.

Green Goals (Bournemouth Football Club) The Green House is involved in The Green Goals Community Fund which is a fantastic opportunity for local community groups to access funding for schemes which improve the local environment, engage children and young people in environmental activities, raise awareness of environmental issues or engage children and young people in healthy activities.

New Green Initiatives

Smarter Business Practices We hosted this free workshop at the hotel on the 7th March this year. Local businesses were invited to come and learn how to make their businesses more efficient; how to save money and resources as well as boosting their business credentials through environmental certification. This event attracted hoteliers, operation managers, procurement teams and chefs. Industry case studies, practical tips, funding options and environmental certification information were provided.

Green Wedding Fayre We invited numerous eco conscious suppliers to exhibit at our Green Wedding Fayre 2012. These included organic cotton and “recycled” wedding dresses, eco wedding stationary, UK wine



JUDGES COMMENTS

Whilst this entry had a distinct advantage over its competitors, in that it had been built with the environment in mind, I chose The Green House as the winner for several reasons, including: -

• There was evidence of an on-going programme for improvement in all aspects of environmental management. Targets for reduction in energy, water and waste were being set and performance monitored.

• It is recognised that technical advances in all areas of Environmental management and controls are being introduced constantly and such improvements were being actively evaluated and considered.

• Their willingness to share experience with others, including competitors, as well as their commitment to improving their local environment for the benefit of all.

part of our grounds to incorporate as many of the plants they, and their butterfly friends, enjoy. Planting will start April 2013. We would also like to install another hive on the roof as our honey is proving so popular.

Eco “Dragons Den”. Another initiative we want to implement in conjunction with Bournemouth University is an Eco Dragons Den. A group of first year students studying Event Management have been to visit the hotel. As part of their unit they need to come up with an innovative eco event idea or concept. Their ideas will be presented to a panel (which includes our Deputy General Manager Elizabeth Raine) similar to the “Dragons Den” format. We can’t wait to hear their ideas!

The Green Team Each department has a nominated Green Champion who is not part of the management team. The team meets on a monthly basis to review

progress that has been made against the targets in our annual Environmental Report, and to go through any suggestions to improve our environmental credentials. The team also review the minutes from the previous meeting to ensure any action points have been followed up. Every other meeting is used as an opportunity for the team, and as many other members of staff as possible, to learn more about a specific environmental issue. This is then related to their everyday lives and the life of the hotel. The most recent discussion item was Fair Trade and what this means in relation to products used within the hotel and at home. The Green House has been green from the outset, prior to its birth it was always the intention to create a green hotel. It is in the fabric of the building, the team working at the hotel, our suppliers and guests.

Business has increased by 37% over the past year, and from our guest questionnaires we

know that for 35% of our guests the environmental performance of the hotel was a key factor in their decision to stay at The Green House. For this to be crucial to over one third of our guests it proves that it also makes sense commercially for us to have followed this path.

I thought The Green House in Dorset was outstanding - , the level of detail it has shown in every single item it uses from overall energy to each hairdryer. Particularly like the way it says in its conservation efforts it doesn’t want to be a “showcase for technology’ but showing other hotels how to reduce energy. Fabulous work in wider community to support and influence others. A really worthy award winner that hotels large and small could learn from.


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Professional waste services for hoteliers across the UKWe work with hoteliers to reduce their waste costs, whilst improving environmental performance.

You can follow us on Twittertwitter.com/veolia_es_ukwww.veolia.co.uk

We have local teams across the country, dedicated to fi nding you the right solution.

Members of the Considerate Hoteliers Association can benefi t from a FREE, no obligation waste audit which will explore opportunities to save you money.

Veolia can minimise your waste, explain what can be recovered, increase staff awareness and participation, and identify resale or re-use opportunities for recyclates.

Our services to hotels include: • Co-mingled Recycling• Food Recycling• Glass Recycling• Card and Paper Recycling• Commercial and Industrial Waste Services• Waste Minimisation Advice

For more information or to arrange your FREE waste audit, please email: [email protected] information on our full range of services can be found on our website: www.veolia.co.uk


Veolia Environmental ServicesSupporting Considerate Hoteliers, Supporting The Environment

The hotel and tourism industry is a core market for Veolia Environmental Services and we are proud of our association with the Considerate Hoteliers Association promoting our joint commitment to developing sustainable environmental solutions. By working closely with CHA members we are committed to sustainable development and improving environmental performance and our recent Carbon Trust reaccreditation was earned by helping customers reduce their carbon footprint by turning more waste into a resource.

For hoteliers, the opportunities for sustainable waste management are extensive. Firstly, the waste generated from the hotel and tourism sector is generally ‘material rich’; i.e. it contains large volumes of recyclable materials such as paper, cardboard, plastic and glass. These can be collected via mixed (co-mingled) recycling collections through hoteliers segregating recyclable materials. Similarly, by collecting organic waste like food and grass cuttings separately from other waste means Veolia can transform it into green energy, compost or fertilizer and take advantage of some of the 7 million tonnes of food thrown away in the UK each year.

Our experience is that implementing a successful sustainable waste programme requires a combination of operational expertise, management commitment, front-line staff engagement and comprehensive auditing and measurement.

The benefits to this are significant; effective waste management through the recycling and recovery of waste materials will significantly reduce waste costs and improve environmental performance whilst reflecting customer support for responsible recycling.

Recognising achievement in sustainability is important to Veolia Environmental Services – so we were delighted to sponsor the Considerate Hotel of the Year category at this years CHA awards. In addition to this, we are able to offer CHA members a free waste audit – examining what is possible with the waste streams generated at your hotel and offer our support and advice in achieving a more sustainable and considerate approach to waste and resource management.

To take up this opportunity please email [email protected]


Dave Bell Considerate Green Champion

Considerate Green Champion

sponsored by Gram UK

Dave Bell has been a true champion of environmental issues driving numerous initiatives, highlighting the areas for the hotel where it can adopt a proactive approach to energy conservation and waste reduction.

He has continually maintained an open mind and researched all areas, no matter how obscure, where there maybe possibilities for the hotel to be more efficient. Dave presents sound well considered and detailed proposals for each initiative analysing the current situatons and costs, together with all investment requirements and the short, medium and long term benefits for both the hotel and environment. He continually looks for new ideas and communicates these throughout the hotel to all staff raising their personal awareness both within the workplace but also so they can take the ideas back to the domestic lives.

Dave has been instrumental in implementing numerous initiatives some of which are detailed below. However overall, probably his greatest achievement is steering the culture of both the hotel and the parent company towards being more enviromentally aware and efficient.

Some of the initiative Dave has driven over the last year and managed include:

1. Waste2water food digester reducing the impact on land fill by nearly 11 tonnes per month. By having the Waste2water food digesters in house allowed the hotel to close the 6 food macerators it had in the kitchens which run at appx 25lt of water per minute and were on for up to 12 hours a day, and this has reduced the annual water demand by enough water to fill over 20 Olympic sized swimming pools, representing a saving of £75,000. Now rolled out throughout the group.

2. 1200 Eco shower heads installed in 1019 guest bedrooms, Mandara Spa and staff changing areas reducing the water demand by 44,000.00 cubic litres per annum. The shower heads have also reduced the gas demand to heat the water and electric to pump the water to the rooms saving almost

200,00.00kwhs per annum. Now rolled out throughout the group.

3. Aerated tap adapters fitted to 1019 guest bathroom taps reducing the water demand by 4 litres a minute per tap. Rolled out throughout the group.

4. Heat saver liquid swimming pool cover reducing heat loss from the pool.

5. Installation of 12,500 LED lamps in all of the guest rooms and corridors reducing the carbon emissions output by 900,000kgs per annum. Rolled out throughout the group.

6. Installation of PIR (motion detectors) in all BOH corridors and storerooms. Rolled out throughout the group

7. Installation of 2 x electric car charger points to the front of the hotel available for any residents (or non) to charge their electric cars at no cost to them.

Dave Bell Considerate Green Champion


Chief Engineer - Park PlazaWestminster Bridge, London

Dave BellGreen Champion of 2013

8. Awards won over 2012 include, British tourism “Gold”. Green achiever “Gold”. Won “Green Hotel of 2012” an award created for hotel operating within PPHE Group in Europe, Middle East and Africa.

9. Harvesting of the in house laundry waste water so it can be utilised for the flushing of the staff toilets saving circa 35,000,000 litres of water.

10. Dave Bell has just been awarded the United Nations Environmental programme certificate (UNEP)

11. Dave Bell has managed to get 1000 shower timers and 1000 Hippo cistern water savers which will be given to guests and staff who wish to reduce their impact on the environment within their personal homes

12. Dave managed an initiative to recycle bedding, pillows and towelling along with clothing from old uniforms and lost property by donating them to several charities therefore reducing waste whilst also assisting in charity needs.

13. Dave arranged for suppliers to donate bicycles for staff to use to get to work and back home without having to use public transport reducing their green footprint.

14. Dave set up the hotel CSR committee and also the department “Waste watcher” team who monitor waste created in their departments and look at ways to reduce it.

15. Dave created the “Season” campaign which stands for “Save energy and switch off now” this is now rolled out throughout the group.

Park Plaza Westminster Bridge London is a 1,019 bedroom hotel spread over 21 floors; incorporating a total of 69,700 square metres.

We currently employ 396 full time staff, 150 part time staff and have a bank of casuals we can call on to assist during large events.On property we have 34 flexible meeting rooms, including a 1,200 square metre ballroom which can accommodate a sit down dinner for 1200 guests.

There are a total of seven kitchens in the building serving our three restaurants, as well as room service, meeting and events spaces and staff restaurant. We are home to the only Mandara Spa in Europe

which has 10 individual treatment rooms, two nail bars and two pedicure stations. Adjacent to the Spa is our Fitness Centre which features a 24 hour gymnasium, steam and sauna rooms, and a 15 metre heated swimming pool.

Our hotel opened in March 2010 and was the largest new build hotel in London for over 40 years. Being fortunate enough to build our hotel from the ground up gave us a fantastic opportunity to include modern eco-friendly technologies throughout the hotel, however part of our corporate social responsibility (CSR) has been to monitor these technologies and upgrade and improve on them where possible.

Deserved Success at Last for Inspirational Engineer

Dave Bell (Right) with Max Smith of sponsor Gram UK


Montague Arms Sustainable Food Winner

Montagu Arms BeaulieuTHE SUSTAINABLE FOOD WINNER 2013



At the Montagu Arms we source the highest quality fresh, free range and organic produce available to us; we take game, beef, pork, lamb, vegetables, fish and shellfish locally, we source a number of fruit and vegetables from local suppliers as well as growing a variety in our own kitchen garden and also use local sourcing companies for produce that must come from further a field. We have strong links and friendships with our local producers and strive to support each other in anyway possible. I may be a relative newcomer to the Hampshire food scene, but in the four and a half years I have been

living and working here, I have been inspired by the quality of produce that can be found in our region. The waters around out coastline provide the best shellfish, wild seabass and oysters I have ever tasted, while our meadows and woodland serve as rearing grounds for some of the UK’s highest quality game, beef, lamb and free-range pork, as well as a natural source of wild foods including mushrooms and wild garlic. We’re also lucky to benefit from a plethora of specialist producers such as John Kennard at New Forest Salads, who grows staggeringly tasty seasonal vegetables that are delivered to

the Montagu’s door within minutes of picking, and Peter Niccolls, whose Hatchet Herd of free-range Dexter cows produce beef of unparalleled taste and texture. I can honestly say that writing menus for our restaurants and event catering team is a pleasure with the help of the local suppliers in the region. Our very own kitchen garden provides the restaurant with a variety of fresh vegetables and herbs, this allows us to personally monitor the quality of the ingredients providing a superior taste to any dish we use.

17th Century romantic country house hotel with traditional English character and our very own kitchen garden. 22 bedrooms /suites. Michelin star fine dining terrace restaurant. 1 Rosette restaurant Monty’s Inn.Recent winner of the Top Country House Hotel category Tea Awards by The Tea Guild 2013 Matthew Tomkinson (Head Chef) & Pierre Rizet-Mosser (Restaurant Manager)

Ethical Food PolicyMichelin starred Chef Matthew Tomkinson and the staff of The Montagu Arms Hotel believes that free-range organic produce is not just better, because of its purity and freedom from additives but because it tastes a lot better too.

We also believe it is important to know where our produce comes from to help maintain the sustainability of local produce and ensure quality.

The Montagu Arms Hotel is dedicated to using seasonal, free-range ingredients sourced from carefully selected local suppliers and The Montagu Arm’s very own Kitchen garden.

Many of our suppliers carry the New Forest Marque, identifying authentic New Forest fare of the highest quality.

Some of the New Forest suppliers that we use include: Owls Barn Farm meat, Lyburn Farm cheese, Clayton Eggs, Merry Orchard Mushrooms and the Eling Tide Mill Flour.



Green PolicyAs part of the Green Business Tourism Scheme, we are taking firm steps to being an environmentally friendly, sustainable hotel.

We continue to maintain a respect for natural resources through water and energy conservation and material reuse, purchasing recycled materials and using recyclable packaging and other materials where possible.The Montagu Arms Hotel has been awarded GOLD by the Green Tourism Business Scheme thanks to a range of good practice measures and strong sustainability.Our credentials are evidenced by a

long standing membership to the New Forest Tourism Association and the local Green Leaf scheme. We are also supporters of the ‘Brand New Forest’ initiative encouraging new Forest dwellers to shop, buy and eat local in return for various discounts.

The kitchen garden (also an educational resource) has been developed to produce food for use in the hotel restaurant, complete with free-range chickens to provide eggs for breakfast. We have also installed a rocket composter, an in-vessel system that efficiently composts food waste. Food waste is a significant part of our hotel’s waste and it is anticipated that the rocket composter will reduce the amount of waste generated

by almost half and hotel staff are monitoring the effectiveness of the project.The kitchen garden is proving inspirational among other New Forest businesses and we have run two workshops for people to learn about the project and see its development.

We also maintain strong ties with our local suppliers such as Lyburn Farm and Eling Tide Mill. Many of our suppliers carry the New Forest Marque, identifying authentic New Forest fare of the highest quality.



Starters

Slow Poached Garden Eggwith Crispy Duck Leg, Pak Choiand Lightly Spiced Consommé

Confit Rabbit, Black Puddingand Potato Terrine with Toasted Brioche, Liver Parfait and Crispy ‘Bon Bon’

Roasted Pumpkin Risottowith Blue Cheese, Sherry Vinegarand Pumpkin Seed Crisp

Local Dover Sole Cooked on the Bone Buttered Cucumber, Brown Shrimps Dill and Samphire

Spiced Diver Caught Scottish Scallops with Cauliflower Purée, Apple Coriander and Cumin Velouté

‘Lasagne’ of Slow Cooked Oxtailwith Celeriac Puree, Baby Spinach and Horseradish Cream

Main Courses

Roasted Breast of Free Range Chicken, Black Truffle, Dauphine Potatoes and Tunworth Cheese Fondue

Fillet of Wild Sea Bass, Dorset Watercress, Sauté Globe Artichokes Home Cured Pannage Ham and Red Wine Sauce

Roast Saddle of Alresford Roe Deer, Parsnip Purée, Beetroot Fondants and Crispy Venison Croquette

Rump of Rhug Estate LambRoasted Aubergine, Grilled Vegetables Lamb Falafel and Crispy Potato

Escalope of Grilled Shetland Hake, Steamed Mussels, Crispy Breadcrumbs and Tomato Butter Sauce

Honey Roasted Merrifield Farm Duck, Creamy Garlic Potatoes, Sauté Local Greensand ‘Devils on Horseback’

Vegetarian Menu

Starters Wild Mushroom and Madeira ConsomméWild Mushroom ‘Toast’ and Salt Baked Celeriac

Roasted Pumpkin Risottowith Blue Cheese, Sherry Vinegarand Pumpkin Seed Crisp

Mains ‘Vegetarian Assiette Gourmand’A Selection of our Seasonal Vegetables and Garnishes

‘Lasagne’ of Wild Mushrooms and Celeriac with Sauté Local Greens and Confit Tomatoes

The Terrace At The Montagu Arms Head Chef and Roux Scholar Matthew Tomkinson has devised this menu to take full advantage of the abundance of quality local produce found within and around the New Forest.

Ingredients include vegetables and herbs from The Montagu Arms’ kitchen garden, fish from the south coast, and game and pork sourced from within the national park.

Tasting Menu SurpriseFor a unique dining experience, Matthew will create a surprise seven course tasting menu from the best of the day’s seasonal produce.

Menus will not be presented at the table. Instead, dishes will be described to guests as the are served.

Some of our dishes may contain traces of nuts, please inform us if you have any allergies

The Montagu Arms Hotel has a food policy that aims to ensure that meat supplied to the hotel meets the highest ethical criteria in relation to origin, feed and rearing.


The Savoy Green Team 2013

Considerate meets luxury brandingThe Savoy’s Green Team show how it’s done

Sadly space restricts the information here to snapshots of the various aspects of what makes a successful Green Team. More information can be found in the Member’s Area of the CH website.

The Savoy’s Green Team’s story begins in March 2005, shortly after The Savoy became a Fairmont Hotel, when just 6 employees, captivated by a presentation of Fairmont Green Partnership Programme, found each other and decided that it was time to try and introduce the ideals to our operations, and announced they were setting up a team – The Green Team - much to the amusement and almost dismissive-ness of their peers and senior management. Undeterred, led by Debra Patterson, then Secretary to the General Manager, the

team with colleagues each from Housekeeping, Front Office, Purchasing, Technical Services and Front Office, set about ways to initially try to recycle paper, cardboard and glass. As a group they tasked themselves with sourcing as much available data on the merits of recycling these items, and to researching solutions to storage, collection times, publicising to the rest of the hotel’s colleagues what they were trying to achieve and why. Recycling systems on such a scale were not readily available but gradually, with a few set backs along the way, the general waste contractor agreed to handle the paper and glass separately, and to help the team persuaded the Executive Committee to purchase a baler. In 2007 the team members also decided they wanted to reach out more to the local community. The introduction of a community spirit

THE CONSIDERATE GREEN TEAM AWARD 2013sponsored by Beacon



Why is your Green Team the most outstanding?The Savoy’s Green Team are the most outstanding because notwithstanding the members’ different cultures, languages, ages and long shift patterns, they form a unique chain of communication around the hotel every day because they care; working hard to make the changes happen. Their combined sense of fun, ingenuity and exuberance for the sustainability subject, go hand in hand with their commitment, dedication and passion. They ask for no reward for their efforts, other than the occasional cup of tea and cake. The team are a truly wonderful example of a successful Green Team and very worthy of such a prestigious award.

Gosh, that pretty impressive – worthy of an award. Oh, you have!

“I feel that being part of the sustainability team is a privilege and the only worthy cause that being part of a big industrial hotel has to offer. It’s gratifying to know that you can have a wonderful time and still benefit so many individuals. We are successful because people believe in what they are doing. And there is real passion behind a movement such as this one”.Rachel Healey (leads Herb Garden team) Kitchen Assistant

Debra Patterson (Left) with judge Diana Mountain of HOSPA



“Being a part of the team gives me a feeling that we are making a difference – no matter how small to our environment. And all the small differences make a big difference. Our success and our strength comes from all the team members making a change in their relative departments.” Tim Clough (team of 1) IT Director

“I am very proud to be part of the Sustainability Team because our contribution can make a difference on the development of our community/society. The Team are successful in what we try to achieve because of the commitment each of its members shows.” Tatiana Czarnecka,Food & Beverage Assistant

“I work in the back of house and being in the Green Team I can express my opinions and have a voice. I do a lot on the foodwaste side and I am given the opportunity to introduce new ideas to my team. I feel included and part of a bigger movement.” Guieherme Antonio, Back of House

“It is very interesting for me on the team because of the discussions, we can learn a lot for the environment, and I like that kind of activities outside. The success of the team is the similar interests between the people and the teamwork.” Dimitar Dimitrov, Laundry Supervisor

“I didn’t know what to expect when I volunteered, but I have done some charity work before. Being a member has meant I have worked with lots of charities and help sorting out items and which charities to give them to. We work as a team so I don’t have to try and do everything myself”. Mary Remington (Accounts Assistant)

“I feel very proud to be part of the green team to discuss the importance of our environment with my colleagues in the hotel but also globally within the company, and how we can contribute from the hotels side. What makes it successful - the ideas and passion of the colleagues and team work with all other Fairmont hotels.”Mira Leverkus, Front Office

led to external events in support of our chosen charities, such as Thames21 foreshore clean ups and The Savoy’s entry in the 2007 River Thames Great Boat Race. The Green Team’s persuasive efforts also led to Mark Field, MP for Westminster joining colleagues on a foreshore clean-up that provided a wonderful photo PR opportunity that certainly helped the cause. As the Green Team’s efforts attracted media attention the Chairman, Debra, received calls from other businesses and London hotels seeking to introduce similar programmes; to find our efforts were inspiring others to change was a huge boost and reaffirmed in our minds that environmental-responsibility was the way forward.

IT’S ABOUT THE FUNHaving fun is really important; learning about new subjects and about each other. The team often get their hands dirty, literally, planting new seeds, litter-picking, sorting soaps, etc. Not to mention abseiling and running for charity. Meetings are often full of laughter and applause. To welcome new members we give them a green folder of information, with nature and cycling maps, year planner, details of local charities for volunteering, a special daisy membership pin and a mug. Throughout the year we hold little competitions, like nature photographs, with prizes (usually edible), and at the end of each year we have a festive party, with champagne and lots of food!

How often does the team meet?The Green team as a whole meet every third Friday of each month with an agenda and minutes, attended by an Executive Committee member. But otherwise members are meeting all the time, depending on what project they are working on; we are very active and there is always so much to do. We stay in touch by email or telephone and use the Green Team online folders to share information directly.

What makes it successful? We like to say T.E.A.M. is Together Everyone Achieves MoreFirst and foremost, the passion and self-motivation of every Green Team member working together, as a TEAM. Holding down the day job, whilst volunteering for what is often a role demanding of their time, is only achieved by their strong belief in sustainable issues and in doing whatever it takes to try and reduce the impact that they and their colleagues have on the environment each day; they each feel it their mission to try and make a difference. It’s a lively team, always stretching their imaginations for those quirky solutions. It is successful because the management allow the team the freedom to explore new ideas and actually implement them. If the day job is mundane job and lacks interaction, then being in the Team changes all that; it’s like a family; they get to meet colleagues from other department and do different activities.

How does the Green Team connect with senior hotel management?An Executive Committee member attends each monthly Green Team Meeting. The Team Chairman is also invited to present new projects to the full Executive Committee when

Comments and quotes from team members:


The Green Team are buzzing with ideas for the future. In terms of the herb garden, the team is now working towards developing a plot next to the herbs for planting vegetables. With the success of the Apprentice Herb Training Programme, the Green Team are planning to link with a nearby school so that the children can visit the garden, plant and tend the herbs, whilst learning about each. Next the Green Team want to have the children visit The Savoy and spend some time with the chefs, learning how to cook with the herbs and vegetables; taking away a tasty, healthy box of treats. The Green Team are underway with a monthly newssheet for colleagues with all the latest updates and future events and competitions.

With the Team’s successes to date, the next step is to encourage senior management to provide a yearly Grant which will help the Team purchase equipment and banners, and help cover the costs for transporting donations to charity shops. By the Team focusing its actions and initiatives around the above goals we hope to create an overall innovative approach to sustainability that reflects The Savoy uniquely and will move the hotel into a fresh new chapter or responsibility; a real force to be reckoned with.

needed at their Weekly meetings. Ad-hoc meetings are held when an urgent decision is needed or to seek approval. Once a year the Green Team Chairman gives an overview of the team’s work at an Owner’s Board Meeting. The Managing Director or Director of Operations includes green messages or updates in their monthly “WOW” celebrations, attended by all colleagues. Senior management often take part in activities such as the foreshore clean ups and book swap days. Green Team members are allotted time during weekly and monthly department meetings to share green news with their colleagues. Minutes of the Green Team monthly meetings are sent to all colleagues by email, and put up on department Green display boards. New ideas are presented to the senior team for their information and support, or advice and experience.

What are its future aims?



Bryn Elltyd Eco-Guest House Small Accommodation of the Year

Bryn Elltyd Eco-Guest House

Small really can be beautiful, sustaining and considerate – a real labour of love and dedication.

CONSIDERATE SMALL ACCOMMODATION PROVIDER OF THE YEAR 2013 sponsored by Beacon

Green Highlights of 2012Completing 2 year eco upgrade. Major spending completed. Money coming in from grants via Annog…Liff….RHI….FIT E.V. (Electric Vehicle) charging points live. Enjoyed irony of mounting them on 400 million year old local slate with my hand carved Celtic etchings . A blend of old rock and traditional carving, supporting the next new technology of

EV,s charging pods.Completed conservatory. A few broken glass roof panels later but great to see disabled guests with buggy enjoying the warmth, bird life and mountain views.Completed bike store. Secure bolt downs and steel rails to lock to appreciated by bikers. A few leaks found and solved. Concerns over expensive sedum roof plats and drainage were unfounded. It now looks like it has just grown there.Started to get press coverage. Early Considerate hotelier

article was great. Won the Gwynedd / Welsh Assembly Gov 2012 Renewable Energy Project of the Year against the Big Boys. The national Superhomes project contacted us, visited, accessed us and zoomed us towards the very top % of their carbon saver case studies.Local town £4.5million regeneration completed with £2million downhill bike trails. Local area on the up and up. More tourist and market opportunities

Bryn Elltyd - Award winning green guesthouse in heart of Snowdonia. Run by John and Ceilia Whitehead with strong mountaineering links but also decades of teaching technology. Awarded 3 stars with Visit Wales. 1883 mine managers house with 4 bedrooms and additional 2 detached turf roofed bedrooms in acre of grounds. H igh and low tech solutions have evolved to dramatically lower the carbon

footprint including, 3 solar arrays of solar thermal and solar electric, wood gas burning biomass heating, 100% carbon neutral heating and electric, green sauna, green house vents to take hot conservatory air into the house, massive insulation, 3 chamber biological sewerage with tiny reed bed and duck pond, rain water harvesting, electric vehicle charging.


A Year in the Quirky Life of Bryn Elltyd and its CustodiansJanuary:Richard Hammond of Green Traveller stayed to write a review about us.Visit Wales IT review.Continued research on electric car charging points. Work on altering and re-submitting plans for Bike store/ workshop. Original plan had no workshop space. Built wood store on end of dry store off main drive, used local slate for roof to make it in keeping.Local steam train level crossing had wood replaced; we gained the old wood for burning.

February:As part of Blaenau Ffestiniog’s Green Town Initiative, we spent the day at Ysgol Tanygrisiau with photos and exhibits displaying our different types of insulation used and the ‘green technology’ we are using. Solar thermal panels, solar

PV panels, Wood pellet biomass boiler, wood burners.

Grant meeting. Discussed new markets, job creation and what we could actually claim for.Digging and preparing vegetable plots. Planted more sedum alpine plants for use later on bike store. Bank eroded by stream. Free cycle advert. Local farmer with stone wall, moved wall complete with moss, looks like it has been there years.

March:Supplied first 3 month meter readings for RHI (Renewable Heat Incentive) for the biomass boiler fitted in Aug/Sept 2011 and the FIT (Feed in Tariff) for the 2000w of Solar PV panels fitted in Dec 2011.

John attended a chainsaw course to certify his use of saw.Weeding and pruning in front garden, attempting to remove creeping buttercup. Created raised bed rockery area in sunken garden, using stones recycled from creating space for the large dry log store last year. Planting up seeds in green house. Solar Thermal and PV panels, cleaned and checked.

April:Lots of work in the garden with vegetable plot preparation and general pruning.Dishwasher baskets kept falling out due to worn wheels, decided to get replacement wheels, no need to buy a new machine.Bread maker tin sticking, bought replacement tin rather than a complete machine. Repaired duck house using pallet wood. Supply of pallets from the Blaenau town £4.5 million regeneration project.

May:After getting planning permission in 2011 and securing some grant funding via LIF (local investment fund) work began on improving and upgrading the main entrance conservatory of the house. This involved replacing a wooden single glazed structure with a wood effect UPVC double glazed lookalike.At the same time replacing the top 3 wooden purpose built double glazed windows with wood effect UPVC double glazed units and replacing the guttering and barge boards. All this was sourced from the Local Rehau Factory half a mile away and



fitted by a local company. Much of the old wood was stored for use in later building projects, or for use in our log burners. The gutter and downpipes were kept for later use on bike store and the window frames were utilised as cold frames on the vegetable plots.Planted out seedlings in veg plots.

June:RHI and FIT meter readings given.Information on Bryn Elltyd was published as part of the pre release material for an OCR exam “A’. As a result we had a school from Harrogate visit for a tour, all part of our ‘spreading the word philosophy’.Took delivery of 4&1/2 tonne of fsc A1 grade wood pellets for the Okofen boiler.Planning meeting with Snowdonia National Park to finalize the new application for building a bike store/ workshop.John used local slate to tile the shelf in new conservatory. Rehau Plastics photographed us with the installer, to use in their publicity.

July:Our ducks, whose job is to wander the garden and eat slugs etc, as well as provide eggs which we use

in cakes, caused us a few problems. Having had 8 hatch last year, we had too many males to females, so had to find homes for a couple of males. Also the females started to brood and nest in the hedges - we lost a couple to foxes. One disappeared for 3 weeks before we found her nesting within 3metres off the house, sitting on 8 eggs, which unfortunately, although they began to hatch, did not survive the appalling weather conditions at the time.

August:After lots of research, receiving planning and some grant funding confirmation we started on two projects, fitting electric car charging points and building a bike store/workshop ourselves.Electric Car charging point 32amp with J future proofed plug was purchased. Two slate plinths slabs, which had been dug up during last years work, were etched with Celtic knots ready for mounting charging points.Using the footprint of the Calor gas tank that was removed 2 years ago, we laid the 13-foot concrete base for the bike store with boltdown secure points.

September:RHI & FIT quarterly data submitted. FIT took 10 mins. RHI 2 days and many phonecalls / emailsBefore work could continue on the bike store, we had to have 25 foot tops taken off a row of large conifers. We used a local tree surgeon and then John was able to chain saw the wood when it was on the ground. Cut it up and put to season in one of many wood stores. The greenery went to Blaenau’s recycling centre. The store wall was a low wall, faced with Blaenau slate blocks and topped with wood to match the construction of existing buildings. A recycled double glazed window was also used. Timber from the earlier demolished conservatory was used for some roof support structure, along with the gutterings and downpipes. The electric charging points were mounted on their slate plinths in the main drive and part of the fencing replaced using pallet wood. The electric cable (20meteres) was laid from the house, ready for connection later. This involved cutting rock, drilling through walls, digging a trench, and relaying the main entrance steps. We used 4


Ceilia & John Whitehead (left and centre) with Debbie Hindle.


slate slabs with a shallow step to allow easier wheelchair access.

October:Bike store roof was completed using plywood, rubberized E.P.D.M. membrane, specialist interlocking drainage trays with root barrier and moisture retention barrier, topped with 10mm of grit based sedum medium and sedum alpine planted mat. Some sedum had been grown during the year by ourselves.Electric car charging points were made live, via a separate consumer unit and high current switching in the house and John struggling to drive 7 foot of earthing spikes into rocky ground.John …. Talk at Deganwy hotel on Bryn Elltyd eco to mainly Bangor Uni eco studentsSchool from Worcestershire brought a small group on an over-night visit specifically to look at our eco set up.Filled in the entry for the Gwynedd Taste and Talent Awards – Renewable Energy Project of the Year and Local Food Eatery.

November:After much research, purchased a greenhouse vent to fit above the

main house door, to automatically open and close allowing hot air to vent from the new conservatory into the house.Racks, bolt down points, work bench and a shutter was added internally to bike store window. Two second hand mountain bikes were bought, for guests to use, ready for the bike route due to be built starting literally at our door.

Ecology Building Society, where we have ISA’s, sent a reporter and photographer. We spent several hours explaining what we do for an article to be written on us.John went on local food hygiene course.Judges came to see what we do at Bryn Elltyd for the Taste and Talent Awards. Told we had won the Renewable Project of the Year 2012 Award, a photographer came for a few hours, we received the award at Portmerion.Dining room and lounge chimneys annual clean by chimney sweep.

December: Bike store electrics completed by John and our local electrician. This involved 20m of cable being laid under a wall and path utilizing the

run of the old gas pipe. Installed passive infa red light on bike store for rear entrance to house.Articles in Cambrian News and Herald re: winning award. Direct follow on resulted in a visit from group of 20 Gwynedd Young Farmers to look at what we have done. Also interviewed by Daily Post for an article to be published in 2013.National eco scheme, Superhomes invited us to apply. A scheme looking at % carbon saving achieved by modifications to older building. Man visited with tape and infra red heat meter. Came out as 92% saving. Way over the top of some councils that had specifically bought houses and converted them to lower carbon.RHI& FIT quarterly meter reading. FIT was 10 mins. RHI took days! Happy Christmas!


Green Lows of 2012State of the economy with low visitor numbers. Despite our best marketing, 2012 offers, Visit England /Wales etc. no Olympics follow on bookings. The UK market spent money / holiday time in Olympic parks, not Snowdonia park. Continuing problems with the computer programme with RHI quarterly data input. Garden veg plots / orchards, in line with the rest of country, disappointing season.

Lessons learnedNew Apple Mac computer is vastly quicker than old PC. Marketing is not about paying for adverts but PR and digital presence. Balanced with…… Be aware of the vast amount of free time we are spending giving free consultation to organizations / individuals. Be blunter with organizations trying to green us when we are already a shining, but ignored example, of what THEY are striving to achieve. Try to focus our education / enlightenment and look for a return / publicity

InspirationCeilia took me to Wales to The Centre For Alternative Technology in the 1980’s. We came away inspired. Put Solar thermal panels on our suburban semi, confused the Building society and neighbours. They were still working when we left in 2007. It also inspired me to stop my aerospace career and devote myself to a career of 20 plus years teaching / examining technology in school.


Trenython Manor Green Marketing Initiative

Trenython Manor Nr Fowey, Cornwall

BEST CONSIDERATE (GREEN) MARKETING INITITAIVE - WINNER 2013 sponsored by GRAM UK



Our woodland play area, also created in 2010, features a bird hide and bird feeding station and we were kindly given one of Heligan’s unique ‘Spring Watch’ bird boxes which streams live video into the kid’s club.

The judges in their infinite wisdom viewed all short listed entries and decided on the best marketing initiative amongst a galaxy of good ideas. The dedication and innovation displayed by the team at Trenython Manor played a huge part in their successful entry.

‘Proud of the Manor in which we do business and holidays are in our Nature’ Is by far our newest initiative, it’s been a great journey and continues to inspire not only the team at Trenython but more importantly our guests.

At a time when population increases pressurise housing and infrastructure densities, our native wildlife and habitats are in serious danger and, as humanity becomes increasingly detached from nature. It is only now that we are really starting to understand the true complexities and importance of biodiversity.

Protecting our natural habitats, while also creating new ones, improves understanding of the importance that wildlife has for everyone. Tangible economic benefits will potentially come from offering something to customers that is different from our competitors, such that we connect with them in a very positive way.

Until 4 years ago, our ancient woodland was overgrown and had been virtually inaccessible for more than a decade. We have since revealed and re-opened many old

paths for guests to enjoy. In 2010, Dr Janine Bright, Senior Ecologist at the Cornwall Wildlife Trust, conducted a woodland survey and developed a management plan, which we still follow. At the same time, we created a kid’s vegetable garden to show children how fruit and vegetables are grown, recognising that in today’s society not everyone has a chance to see where their food actually comes from (i.e. plants and trees - not supermarkets!) As a bonus, we noticed the garden was attracting some wonderful wildlife, in particular butterflies and invertebrates, which in turn last year led to the creation of our bee and butterfly garden!

Specifically we have created a hibernaculum for slow worms and reptiles, installed 20 bird boxes, 4 bat boxes and 4 bee logs and placed nut and seed feeding stations and suet balls in selected locations around the resort. We are actively protecting our native bluebells by removing clusters of Spanish bluebells, which were historically planted around the site as garden plants. We have created an abundance of log piles and deliberately left numerous areas fallow to encourage more wildlife into our grounds. The bee and butterfly garden has been planted with areas of pollen bearing flowers and also left wild to provide food for caterpillars. It is by no means perfect but, as with everything at Trenython, it’s a work in progress, with more specific planting

already underway! Broadly speaking we are improving the grounds and woods as a whole for the joint benefit of the wildlife and our guests.

We participate in the Natural History Museum’s annual bluebell survey and, using their ‘Nature Plus’ forum, we identified Cornwall’s 8th ever Sawyer Beetle, Ashy Mining Bees, Leaf Beetles and an Early-flowering Spotted Leaf Orchid. This year Trenython has recorded the 1st flowering bluebells of 2013 in the whole of the UK.

We await a reply from the RHS about an old, unusual rhododendron species.Resort wildlife photographs feature on our website and Facebook pages, providing a permanent, public record.

In 2011, a wildlife photography competition established a catalogue of information, which continues to grow annually. Improvements in 2012 included photographing our many different bee species and taking part in the ‘Big Butterfly Count’, with identification charts encouraging guests to help. We also actively participate in the Woodland Trust’s Nature Calendar, monitoring all our wildlife and trees at various different times of the year.

We supply newsletters at check-in, run photo competitions, maintain a guests’ notice board and have wildlife identification boards around the resort.

Education, Education, Education!


Our Facebook and web pages feature wildlife content. The Kids’ Club team have created a ‘Nature, Birds and Bugs’ book for guests to use and take home.Our guest entertainment programme includes den building, archery, rock pooling, mini-beast safaris and bird watching excursions, all free and designed to get everyone outdoors. We operate ‘eco tours’ of the resort. Our gardeners, receptionists and Kids Club team offer verbal information updates to guests.

Much of what we do is very simple and easy to replicate e.g. bird hides and feeding stations, log piles, kids’ garden.

We aim to inspire and encourage people through our nature activities. We know that people enjoy and comment upon it regularly and the number of guests we see making day-to-day use of the woods and grounds is ever increasing.

Wingz Bird Sanctuary is located no more than 2 miles from Trenython. In 2012, we donated £500 to provide a new aviary for Oscar and Mikey, two rescued Moluccan Cockatoos. We also appreciate the fact that as a small business

Wingz Bird Sanctuary could benefit greatly by the sheer number of guests that frequent Trenython so, by giving every guest arriving at Trenython some information about Wingz, we hope to encourage increased footfall for them. In return, they have offered our guests £1 off the entry fee. An extra 20–30 visitors per week could make all the difference to this small business, which is doing some great things in our community of Tywardreath, Par and Treesmill and we will continue to support them however we can.

We are corporate sponsors of the Cornish Wildlife Trust and have been since 2008. We also purchase the ‘Fox Club’ newsletters for use in our Kids’ Club and to give to guest families free of charge. In 2011, 2012 and 2013, we sponsored a display for the ‘Living Seas’ exhibition work that the Cornish Wildlife Trust use for educational sessions around the county. For the past 5 years we have supported the Cornwall Seal Group, only in a small way by adopting and sponsoring four wild grey seals – Scooby, Carousel, Ghost & Heart – that live in and around the beautiful Cornish coast!

Environmental expert, Professor Peter Burns, commented: “Resort-based hotels have special responsibilities in a) responding to

the need for quality experiences for their guests – especially families with children and b) developing a symbiotic relationship with the natural environment. Trenython manages both. This is no accident. It is quite clear that their business structure is both framed and driven by their green agenda.”

The logos denoting our various awards for and participation in several nature/environmental awareness schemes are displayed on the home page of our website, which also features a page dedicated to ‘showcasing our green commitment’ that includes details of our various wildlife projects and ‘support for seals’.Our rock-pooling excursions and the Sawyer Beetle grub ‘mystery’ were both featured, referencing Trenython, on the parent company’s CLC World blogsite and the latter was also covered by the local press.

In our ‘poly tunnel’ we grow plants from seed and from cuttings as well as ‘fun’ things for the kids’ garden such as sunflowers, pumpkins and chilli peppers. Native fruit species are planted around the resort for guests to enjoy, and we currently have apple, pear and cherry trees. In addition to these we also have a number of gooseberry and blackcurrant bushes.


We re-cycle all raw and cooked food waste via our RIDAN composter, creating fantastic compost for the gardening team, which aims to become as self sufficient as possible and create more superb habitats for the future, including a wetland habitat incorporated into a ½ acre wildlife reserve.

Nick Waddington (left), GM of Trenython Manor being congratulated by Max Smith of award sponsor Gram UK


Local

Foodspeed

nominated by The Cavendish London

I was really impressed by the wide range of great local suppliers but Foodspeed just edged it. Foodspeed are suppliers of Fresh Milk, Dairy Products and Ingredients to the Hotel, Restaurant and Catering Trade. A Royal Warrant and The Queens Award to Industry give an indication of the quality offered by Foodspeed. In addition they offer a wide range of organic products and are Red Tractor accredited. They are an approved supplier of the SRA, and they have the Euro5 certification for using lower emission vehicles. They also champion the best of British wherever possible. The Cavendish nominated them because: ‘Their commitment to customer service where they are able to deliver 6 days a week is great, add to that they continue to source the best local and British produce from well-known brands to artisan producers, working in partnership with trusted suppliers to bring top quality consistent products every time.’

National

Vertue Bedsnominated by Radisson Blu Guildford

Some very good entries but this was a clear winner. All VERTUE beds and mattresses are hand-made from scratch to customers exact specifications.The customer can select any size, choose from an extensive list of sustainable materials and build in a range of luxury, convenience and healthcare features to create a bed that meets their precise requirements. The beds are 25% cheaper than the model Radisson were using, they last longer, and guests think the beds are very comfortable and have posted more than 250 comments to this effect on Trip Advisor. Radisson were extremely impressed at the lengths that Vertue went to in developing the right bed, including spending time with staff to research every department’s needs. Quote: ‘The introduction of Vertue beds has positively affected every internal department – from our ‘green team’ to our housekeepers, our guest relations people and our finance team. They are happier now that we have more comfortable, ‘greener’, more durable, easier to maintain and less expensive beds in our hotel.’

For a hotel to function effectively on all fronts it needs an army of suppliers to assist them. The importance of building up a friendly business relationship is paramount. In addition we are looking for those suppliers who go the extra (Green) mile. There were entries from all types of suppliers but I think the essence of what was achieved by the winners has been adequately described in the words of Brendan Hunter of WRAP who was one of the judges of this category.

In judging for this award I have been really encouraged to see the number of businesses out there who are ploughing such a considerate, sustainable and quality driven furrow! It is so difficult to pick winners amongst such a diverse group of organisations, who are all giving their customers such good service. They are winning awards, gaining endorsements, gaining good press coverage, and providing quality, sustainable products or services to satisfied customers. It is only a shame that more of them weren’t persuaded to submit full entries from which they could be judged more fully.

Considerate Green Supplier National & Local

Green SupplierNational & Local

Emma Johnstone of Gilchrist & Soameswith John Bridges of Vertue.


Today, Gram knows sustainability is at the forefront of the industry’s agenda, and is integral to a good reputation. Consumers expect hotels to show awareness in every aspect of their operations, from food production and supply to energy conscious manufacturing and usage: Gram recognises that this must feed through to hotel suppliers.

Although worthwhile, the sustainability challenge is diverse. Consequently hotel employees are being charged with seeking and introducing environmental improvements from the ground up, and the enthusiasm shows no signs of abating. Impressively, 70% of respondents to Gram’s Green Paper cited an initiative they had personally implemented. Hotels which ‘do their bit’ are doing so proudly; developing new marketing plans and working with the Considerate Hoteliers Association to spread the good news.

Reasons for hotels to ‘go green’ go beyond marketing, however. 56% of respondents to Gram’s Green Paper found the recession had no impact on their initiatives, reinforcing the view that environmental awareness has now become an essential part of maintaining a healthy bottom line. As John Firrell, Director of the Considerate Hoteliers Association commented on materials and energy usage: “Less really is more. If you are in business, you will want to save money.”

To reap the benefits, hotels should prioritise projects offering a return on investment, such as improvements to capital or reduction in energy consumption. 35% of hotels which responded to Gram’s Green Paper already had some form of energy saving initiative in place.

A key challenge to achieving this universally has been a lack of awareness of resources available to them. The vast majority of respondents to Gram’s Green Paper−a sizable 74%− did not know that publicly funded grants could help them purchase more energy-efficient equipment. Similar levels of hotels− 71%− were unaware of the Energy Technology List, and how it can help them choose greener equipment. Researching and planning a sustainability journey ensures hotels do not miss out on these resources.

Universal demand for greener operations and so many untapped assets mean there’s no better time for hotels to get ahead on the sustainability journey. Operators who wish to find out more about sustainability or to read the Green Paper in full should visit:

www.gogreenwithgram.co.uk

Gram is a proud sponsor of Considerate Hoteliers ‘Considerate Green Champion’ and ‘Best Green Marketing Initiative’ awards, which recognise some of the most sustainable hotel operators in the business. The refrigeration brand, known for its work on energy efficiency, has also worked with the Considerate Hoteliers Association on its groundbreaking ‘Green Paper’. Issued eve ry two years. The ‘Green Paper’ seeks the views of Association members to present a statistical report of sustainability in the foodservice industry. It is the first paper of its kind.

After 50 years of supplying refrigerators to the UK, Gram has built a brand well respected for its understanding of the hotel sector. During this time, it has seen the industry respond to evolving demands from customers and changing external pressures.

Getting ahead on the sustainability journey


Four Seasons Accessible Hotel of the Year

For able bodied people they expect certain things to be in place and to hand while staying in a hotel. Why should it be any different for a disabled person? The Four Seasons Hotel London at Park Lane doesn’t believe it should. Shouldn’t we all?

List what facilities you provide for guests with disabilities, and those with special needs.Four accessible bedrooms and bathrooms which are provided with:- An activation cord, positioned where it is likely to be needed in anemergency.- Visual and audible indicators to confirm that an emergency call has been received.- Reset control reachable from a wheelchair and the WC, or a wheelchair and the shower/changing seat.- Visual and audible fire alarm signal.- Accessible WC in public areas.- Doors to WC compartments are accessible.- WC’s, changing rooms or shower rooms have emergency access releasemechanisms so that they are capable of being opened

Accessible Hotel of the YearAccess All Areas -A Hotel for All Seasons

Four Seasons Hotel London at Park Lane opened on January 31st 2011 after a two year closure and a £125 million total re-design and transformation of its public areas and 193 guestrooms and suites. The 193 guest rooms, include 46 one, two and three bedroom suites, some featuring fireplaces and private terraces with stunning park and city views. Two percent of the luxury hotel’s room inventory (four rooms - three double rooms and one twin bedded room) is designated and designed specifically for those guests with access needs. Amaranto is a single destination with three different areas - restaurant, bar and lounge - serving an Italian-inspired menu with international flavours throughout the day.The Hotel’s 10th floor is dedicated in its entirety to a one-of-a-kind rooftop sanctuary and includes The Spa at Four Seasons and relaxation lounge and state-of-the-art Fitness Centre.



outwards from the outside in case of emergency.- Emergency assistance alarms are provided in accessible WC’s.The hotel’s garage has one designated accessible parking space.

All the guest room numbers are provided in Braille as well as numerically, the latter are back-lit and in-set which may assist guests who are not familiar with Braille.

The Spa:- Fully accessible WC, shower and dressing room incorporating all facilities as above as well as a shower chair.- A portable hoist for each of the pools is available and can be set up with compliant steps and handrails to one side.- One treatment room designed to be fully accessible.- For emergency egress and fire alarms the hotel has designated:- Refuge communications- Evacuation chairs- Fire fighting lift- Fire alarms in all bedrooms and bathrooms with visual and

audible signals to warn guests with hearing impairments.- A dedicated telephone available between refuges and hotel staff in the event of an emergency - this is hearing aid compatible. Refuges are provided on all floors where guests with accessible needs are likely to use facilities.

Additional Provisions:- Step-free access to all hotel areas.- Comprehensive Guest Accessibility Information document detailing information for guests who have mobility, vision, hearing or speech accessibilityneeds. - Vibrating wireless pillow pad can be provided (integrated to Fire system).- Engineering can set up suitable facilities upon request (TV).- TDD Machine (Minicom MC6000) can be provided.- LA90 Portable Loop System can be provided.- Bed Shaker Alarm (Deaf Guard Fire Alarm) can be provided.- Wheelchair can be provided.

How do you involve your staff in meeting the needs of people with disabilities?A key component in the successful implementation of our accessibility program is staff training. To make sure the needs of all our guests are addressed and met and new staff are brought up to Four Seasons service standards, in 2012 theTraining Department delivered a total of 550 hours of service standards training.

The following training elements are core to Four Seasons guest servicephilosophy and translates to all our guests:- ‘Get it right’ is the focus on getting the basics right each and every time to meet standards.- ‘Get me right’ gives our team the flexibility to tailor their service to suit the needs of each particular guest. For example a Room Attendant will not move any personal guest items during Housekeeping service if that guest has vision accessibility needs.- ‘Wow me if you can’ is all about making the most of any


and Hotelkeeper’ magazine. The access audit was completed by Arnold Fewell, AVF Marketing, and Brian Seaman, Tourism for All. The audit was carried out in the format of a mystery shopper visit in order to ensure the hotel design worked from a practical standpoint. Following this audit Four Seasons Hotel London at Park Lane made the following changes:- The Access document used by guests as well as employees was updated to enable the Reservations Agents to send full details of all the features, facilities and additional equipment that would be available, specific to guest access needs. To reflect this change the document was renamed Guest AccessibilityInformation.- The reservations checklist for guests with accessibility needs was updated to be more proactive in obtaining information, ensuring that specific needs are identified and noted, in order to provides a smooth and comfortable experience for the guest. This was also incorporated into the Guest Accessibility Information document for full transparency and so guests are fully aware of the various options or arrangements possible to make their stay more comfortable.- The Guest Accessibility Information was updated to include information about how to get to the hotel, including links to various guides which could be useful for the guest, specific to their access needs.

All entrants must confirm that they comply with all aspects of the Equality ActAs part of the hotel opening audits Four Seasons Hotel London at Park Lane was fully certified by Westminster Council and continues to comply with all aspects of the Equality Act.

in the accessible rooms so team members are comfortable explaining their use to guests during room orientation.- Scheduled testing of this equipment by Security.- Training on the use of additional equipment available for guest use.- Regular practice of this equipment by departmental team members.

What facilities and/or services for guests with disabilities have you added during 2012?We have added the LA90 Portable Loop System:The LA90 Portable Loop System is a convenient solution that allows guests using hearing aids to hear a conversation more easily in busy, noisy situations via the ‘T’ or loop program of their hearing aid – such as at the Reception Desk during check-out. The unit could also be used in a meeting room if it is placed flat on a table in front of the user and a separate microphone positioned on the table near the group of people that need to be heard.

A built-in microphone within the unit picks the sound up of the person needing to be heard and transmits a loop signal to the guest using a hearing aid.

The speaker and the guest using a hearing aid need to be within approximately 1m (3ft) of the unit. There is a confidence light on the front of the unit to show the guest using a hearing aid that the system is operating. The speaker will also see an indication of their voice being transmitted.

Have you received an inspection from a recognised accessible organisation such as Tourism for All and if so how were you assessed? Let us know of other awards you have received regarding the provision of care for guests with disabilities.In late 2011 Four Seasons Hotel London at Park Lane volunteered to have an Access Audit conducted by AVF Marketing through ‘Tourism for All’ and arranged by the ‘Caterer

opportunities that arise to create a special experience for the guest.

Briefly set out your business plan for making your establishment ultra accessible?From the very beginning of the design stage it was very important to ensure that the hotel was re-built with access in mind. While each guest is unique in theirneeds and expectations, we wanted to offer the maximum in accessible services and facilities to ensure convenience and comfort was possible for all our guests.

Key members of the Planning Committee were involved for two years in the pre-opening design and were able to direct the process to meet not only legislative needs, but to ensure a guest centred perspective.

One of the primary considerations in marketing the new Hotel to people with disabilities was to join ‘Tourism for All’ – the national charity dedicated to making tourism welcoming to all and the the UK Voice for Accessible Tourism.

As a ‘Tourism for All’ member the Hotel benefits from being listed on the OpenBritain website, assuring potential and existing guests of our commitment to offering a comfortable and enjoyable stay. This membership also offers us access to their online business forum with advice from the ‘Tourism for All’ access experts.

Provide information that shows the entrant is truly passionate in making a difference to guests with disabilities, their carers, family and friends.Our Security team are our Access Champions and have all completed ‘Tourism for All’ training with invaluable specialist training courses to ensure staff members are fully confident assisting guests with access needs in all departments within the hotel. The following internal training is also carried out:- Training on the use of equipment



“ The arrival was nothing short of outstanding. The welcome by the staff was brilliant and I was immediately called by name without identifying myself. I may have been the only guest in a wheelchair arriving that day but I was made to feel very special and warmly welcomed. The use of my name continuedduring my stay and in different departments. The check-in took place in my bedroom and I was directed to all the important areas of the room i.e. thosethat I would use.”

“I had a lovely meal and the staff were very helpful and attentive. I was given a table near the entrance so it was easy for me to get to. The only comment Iwould make is that all the chairs have arms and it would be nice to offer a largerperson a chair without arms as this might be more comfortable for them.”

“And finally I would like to say thank you to everyone at the hotel for makingme so welcome. It is a lovely Hotel and was a pleasure to stay at.”

Provide at least three testimonials from guests with disabilities who have stayed in the last 12 months.

All quotes from Arnold Fewell - Access Audit conducted by AVF Marketing through ‘Tourism for All’

What makes you a worthy recipient of the Considerate Accessible Hotel Award?Four Seasons’ founding philosophy, the Golden Rule, is to treat others as you would like to be treated yourself. Passionate about ensuring a flawless service experience for all guests, Four Seasons Hotel London at Park Lane encompasses intuitive, personal service, stylish yet comfortable surroundings and the most up to date technology. We want each and every guest to feel as though they are coming home.



Hotel Axel has operated as an eco- and sustainability conscious company since the beginning 13 years ago. Today, the Hotel Axel group encompasses 5 hotels in Denmark and Norway, as well as a resort in Bali and a holiday villa in the south of France.

Hotel Axel Guldsmeden, Copenhagen, Denmark

INTERNATIONAL CONSIDERATE HOTEL OF THE YEAR 2013

Hotel Axel Guldsmeden International Hotel of the Year


We run a holistic corporation that involves and respects all aspects and participants in our business: We are 100% organic and/or fair-trade, and will continue to support and cooperate with companies with a strong CSR and sustainable profile. It is our aim to become 100% organic, fair-trade and biodegradable.

It is our aim at Hotel Axel Guldsmeden to continually improve our sustainability efforts, and to achieve a 5% overall annual improvement in connection with our yearly review. The yearly review is a 360 degree analysis, with concrete improvement plans for the coming year clearly stated. This naturally includes setting improvement targets in relation to environmental issues. PR & Communication Manager Kirsten Skovgaard Aggersborg is appointed head of the environmental task force, and manages both new and ongoing initiatives.

The hotel is licensed according to Danish law and in compliance with all relevant international or local legislation and regulations, including health, safety, labour, and environmental aspects, and insurance policies and other guest and staff protection instruments are kept up to date and in order.

The building is from the early 1900´s and last renovated in 2007 in a manner compatible with the surrounding neighborhood. No local significant sites, water courses, wildlife of any sort, vegetation or local residents have been disturbed in an adverse manner. Ongoing maintenance and repairs are performed regularly. The renovation included re-using as much of the

original structure as possible and renovation/interior design is always performed with the purpose of being as sustainable, energy-saving and long-lasting as possible, and includes use of environmentally sound materials. We use long-life natural materials such as stone and wood (teak and bamboo from plantations), as these materials age well, and do not require frequent substitution. We combine elements from Asia with traditional Nordic features and native vegetation in our interior design. All appliances that have been purchased for operation in the hotel, are energy and water saving.

The building is not easily accessible for persons with special needs, as there are several staircases leading to the reception, but on the few occasions that we do have persons in wheelchairs staying with us, we manage quite well by means of carrying the person and the chair up the stairs. All employees are aware that this is our modus operandi in these cases, and we are always prepared to call for our handyman or night watchman to help if needed. We communicate this clearly on our website. Once established in the building, main services are available to persons with special needs.

As we are a hotel, and have guests of many nationalities, our main language is English. Of course, we attempt to be able to communicate in as many languages as possible – our native Danish, Norwegian, Italian, French, German, Arabic and Polish are spoken in our hotels.

We communicate with our guests and visitors to the hotels and the website in a comprehensive manner. Our implementations, plans and strategy for a sustainable operation are clearly defined, as well as our involvement with the local community and other charity work. Our sustainable operations involve our guests, and we inform

and advise them as to energy and water saving practices. We are members of GoGreen, a Danish initiative, local for Aarhus and Copenhagen, who produce maps with listings of green choices for tourists and other travellers. Guests are furthermore encouraged to support our cooperation with the Children´s Heart Foundation, where we have for several years asked for a 2€ donation in connection with each stay, where after we have doubled the amount – we have given several hundred thousand DKK to the foundation over a period of 4 years. We now no longer do this, but instead we have invested in a considerable bicycle fleet, and we rent out the bikes at 150 DKK per day. When the investment has been recovered, we will spend the amount generated by renting out bicycles for charity and CSR-activities.

The Axel Hotel Guldsmeden is located in an urban area, Vesterbro, which has traditionally been Copenhagen’s red-light district, and despite having been through an extensive urban renewal plan, there are still elements of prostitution and drug-dealing in the neighbourhood. The Hotel Guldsmeden group has been very vocal and active in the efforts against human trafficking, and we support HopeNow (www.hopenow.com), both financially and with providing rooms for guest lecturers or others that they may need putting up. We have also started a campaign called “No More” pertaining to human trafficking, prostitution and drug dealing and drug use, “Respect” pertaining to women, children and other and hung banners with this message


Wonderful Wonderful Guldsmeden! Winner of our International Hotel category



products in crates and cases, which are reused and taken back. Energy is supplied by Natur Energi (natur-energi.dk), who supplies 100% sustainable energy from renewable sources. Upcoming project to establish solar panels on the roof is realistic within next year. Overall goal is to reduce energy usage by 5% annually. Waste goals are monitored by monthly invoices by renovation company. Reduction goal is 5% annually. Add natural gas as an alternative energy, gas powered A/C and dryer in laundry. Chain-driven char-broilers have a catalytic oxidizer or equivalent emission control device Refrigerator and freezer temperatures are measured and monitored on a constant basis by the Danish Ministry of Food. Energy usage is specified and recorded. Motion sensors are established in all hallways, and rooms need room key in order to turn on lights – whereby all electric appliances are turned off when guest is not in room. Only low-energy light bulbs are used throughout the property, and outdoor lighting is controlled by a timer.Energy efficient equipment is purchased wherever available, and only used when needed. In-house linen is dried outside on clothes lines, weather permitting, dryer only used when raining or freezing. No Styrofoam, paper towels, CFC-based refrigerants or waxed cardboard is used in hotel. Hard-to-recycle items are recycled in city’s communal recycling. No airport pick-up, we advise our guests to use public transportation. No unused amenities exist, as everything is refill or washable. Bed linen, duvets and towels that are too used for hotel use but still usable, are donated to charity. No yellow pages, but guest computer available for information gathering. No guest newspapers are delivered, only common use in common areas. No uniforms for employees exist

on our own and neighbouring buildings. The campaign is still ongoing, and received a great deal of media attention. See http://hotelguldsmeden.com/respect.All guests are in no doubt as to our position on prostitution, trafficking and exploitation of humans, animals or our environment.

Vesterbro is also a very trendy and artistic area, with many new and developing initiatives. We produce local guides, and encourage guests to visit the local shops, galleries and restaurants. We have helped co-found a neighborhood community (Helgolandsgades gadelaug), and do our best to communicate with the local inhabitants as well as the local businesses.

Here are just a few of the measures put in place by the Guldsmeden which highlights its true ethos and dedication, all elements that contributed to its eventual success in the International Considerate Hotel of the Year category. They have set the bar high for others to follow.

No air conditioning, only fans in warm weather. Windows can open. We minimize our output of printed matter, and prefer to communicate through our website (which is CO2 neutral). The few leaflets that we do print, as well as our letterhead paper and envelopes, is on sustainable, recycled paper (Cocoon). All bathroom products are organic, and produced especially for Hotel Guldsmeden by a Danish supplier (Fischer Pure Nature). Paper napkins are unbleached and made of recycled paper and printed with our “Love Food, Hate Waste” message, to support guest understanding of our Less Waste programme. Our suppliers often bring their

in Hotel Guldsmeden. Dry cleaning service for guests is by sustainable supplier, and coat hangers are reused. No disposable cutlery or other eating utensils are used in Hotel Guldsmeden. Thermal windows throughout to ensure minimal loss of heating. All water is tap water only, as all water is clean and healthy in Denmark. This also goes for sparkling water, as we have installed a machine for (kulsyre). No bottled water. Faucets and dual-flush toilets are low flush. Monthly water usage and costs are recorded Printer cartridges are refilled. Property vehicle fleet are bicycles, and 1 car. We encourage guests to use bicycles or public transport, as more environmentally friendly and time efficient. Both black and grey waste water are managed in a non-polluting way, not affecting public health No bodies of water are polluted with toxic and/or hazardous products. Properly treated wastewater or effluents are reused, when feasible (irrigation, toilet or other) No portion servings, all buffet. We recommend to guests that they take smaller portions and several trips to the buffet, in order to minimize waste. New and replacement equipment is completely free of CFC-based refrigerants. No paper towels. Only amenity dispensers, no separately packaged toiletries. No telephone books, but internet on guest iMacs in lobby. Newspapers only available in lobby for shared use. Paperless check-in, with keycard and keycard envelope. All employee laundry (no uniforms) is washed in-house with environmentally friendly detergents. Only washable dishes, cutlery, glasses, cups and mugs throughout the hotel. All retired towels, linen etc is either used for cleaning purposes or given



to local charity. All suppliers provide products/ food in reusable containers. ”To-go” coffee cups made from recycled material. Recycling bins for paper are placed around the communal areas in hotel, and housekeeping sorts trash in rooms. All glass, bottles, cardboard etc. is sorted for recycling, and all larger equipment/furniture is taken to public recycling facility. Proactive for evening light reduction in lobby is in place, and all back-office computer and electronic equipment are shut down when work-day is over. Meeting rooms lights and equipment are shut down when not in use. Water and ice for human consumption is provided by national water supply, and checked by appropriate legislative body. Water usage is monitored and specified; goal is 5% annual reduction. All appliances are set at the most efficient level, to save energy, money and appliances.

We avail ourselves of the possibilities for being voluntarily checked and approved by the authorities that we find sufficiently serious and dedicated: Green Globe certification (greenglobe.com) and the Danish Ministry of Food and Agriculture regarding our organic kitchen, which is above 90% certified organic. These organizations motivate us to constantly raise the bar for our ambitions for running a seriously sustainable chain of hotels.

We do also find it important to take an active part in the society around us, and not only focus on our own situation and viewpoint. We have in recent years been vocal about issues regarding social problems in our area in Copenhagen - problems that are present everywhere in the world - and have collaborated with and supported organisations that work to improve conditions for the people who suffer under these conditions. We will continue to give our thoughts, time, money and effort to improve living conditions for vulnerable groups of people, and a campaign is being finalized at the time of writing. Finally – we thank our guests, the heart of Hotel Guldsmeden’s existence, for your support, your company and your loyalty. You are a daily inspiration to do better.

Furthermore, our very large portfolio of selected organic and sustainable local suppliers, who are a constant source of information and inspiration to us, play a great part in educating us regarding new and improved products and operational processes.

Very strong preference given to fair trade and eco-certified suppliers - we will often choose to not have a service, rather than compromise our integrity.


Richard Slade Good Egg

Richard Slade is a Good EggMarketing the Green Ideal

Richard joins an illustrious clutch of “Eggs” – Raymond Blanc, Vanessa Scott of Strattons and Gary Lohan of One Aldwych, all of whom have made their very positive mark in the Sustainable arena and are a fine example to us all.

Over the past four years we have had enough Good Eggs to make a sizeable omelette, but in this case it is not size that matters but the quality. This year’s Good Egg is Richard Slade, owner with Dee, his ever supportive wife, of Battlesteads in Wark, near Hexham, just a few miles from Hadrian’s Wall.

Richard was, on reflection, an obvious choice, although he did have plenty of competition. He has achieved much since taking on an almost derelict inn and making it into the best of both worlds – an inn that welcomes you warmly with open arms, fine ales, organic wines and delicious food, and also a beacon of sustainability and social responsibility, particularly within the local community.

But there is more to it than that. Richard could be forgiven if he and Dee now chose to sit back and reflect on past glories. He could have said, “I’ve done my bit, now let someone else take on the baton”.

To Richard’s great credit he decided there was still much to be achieved. The world of the green, sustainability, social responsibility and ethical business does not stand still. It is in fact developing at an incredible rate, and indeed our judges have commented on this when judging this year’s Awards. Richard now has further plans for Battlesteads. They include enlarging his biomass boiler and therefore its capacity. He had already discovered a market for his present biomass boiler in Germany. He is considering extending the property to include workshops that will house cooking classes, all of which will have his sustainability trademark. He is already growing salad and herbs in the boiler house and under special lights. Previous use of this type of lighting (not by


hostess is paramount. School children in Wark’s village school have their school lunches provided by Battlesteads under a scheme approved by the LEA. As a result, helped by the superb quality of the meals, the popularity of the hostelry has increased within the local area and no doubt when Richard applies for planning permission for his next project it is highly likely it will be viewed more favourably by planners because of his past record and reputation for supporting his local community, local businesses and doing the right thing. Please raise your glasses to Richard and Dee – a brace of Good Eggs!

Richard Slade Good Egg

Richard!) was for growing cannabis! He is acquiring more land to the rear of the property and creating a lake suitable for migrating water fowl, plus all the wildlife that exists in such an environment.

If anyone doubts that support for the environment, being sustainable and being socially responsible doesn’t pay, they should go and spend a few days with Richard and Dee. I continue to hear hoteliers and marketing so called gurus saying you can’t put bums on beds by pursuing such policies. You can and many do. Of course much depends on choosing the right initiatives and direction, and being an excellent mine host/

To Richard’s great credit he decided there was still much to be achieved. The world of the green, sustainability, social responsibility and ethical business does not stand still.

Richard and Dee Slade with CH’s John Firrell (centre).


Considerate Hoteliers Now & Forever

Now & Forever by Xenia Hohenlohe (Marketing Director)

Considerate Hoteliers’ future is a ambitious one, but in view of all the global challenges, such as Climate Change, social and economic crises, we are confronted with, it is with Climate Change we believe we have to be ambitious in order to actually make a difference.

Being hoteliers ourselves we understand the struggles of running a hotel on a day-to-day basis. We therefore try to deliver solutions and advice for all matters sustainable, which are made to fit into a hotelier’s daily routine.

Our recently launched Knowledge Hub, which is accessible for all our members, strives to be a centre of information with case studies and other research documents relevant for the hotel sector. It also provides practical solutions and suggests the right suppliers who are able to deliver these. We are ultimately offering a one-stop-shop for ‘green or social’ issues.

Our other two new features, one being our monthly webinars, and the other our themed workshops, intend to keep our members up-dated, informed as well as trained on various subjects and matters related to sustainability.

But we are also reaching out to other players in the market in order to enhance our membership offers through a network of partnerships as well as to spread the word globally.

We are thrilled to announce a new partnership with Earth Check as they are in our view one of the top global accreditation schemes which can be applied to hotels of all sizes all over the world.

Ecompter, another one of our new partners, has developed a one-line CO2 footprint measuring service and widgets in order to allow guests to calculate the carbon footprint of their stay at a hotel. Ecompter’s motto is that only by measuring and communicating your water, energy and garbage waste are you able to start to make any changes. We agree with them!

Recently we were involved in the organisation of a congress which took place in Germany on the issue on sustainable regional food systems, which was attended by The Prince of Wales, Germany’s former Foreign Minister, Joschka Fischer as well as the CEO of Waitrose and many other big players from industry, politics, NGO’S and trust.

Our first international office in Munich is based within the HQ of management consultancy firm

called Sustainable. They have been advising big companies and industry on CSR and other sustainable matters for over 15 years, giving us at CH access to their expertise which also adds to the depth of knowledge we are able to offer our members.

With the recent addition of the Raffles Hotel Group as our 1st International Member Group we have now spread our wings as far as China, Singapore, Cambodia & Dubai. And this is only the beginning as there are many more in the pipelines, making Considerate Hoteliers the first truly global hotelier network for all sustainable issues.

We are firm believers that we will only be able to make a real impact through an international network of members, all communicating with each other on success stories but also challenges, sharing best practice and helping each other out.

We have entered interesting and challenging waters. We intend to aspire, inspire and sustain! We hope you will too.

CONSIDERATE HOTELIERS

A Judge’s Lot


Now & Forever by Xenia Hohenlohe (Marketing Director)

AJudge’s Lot canbe a happyoneAs one of the pioneers of environmental management in Hotels, I must say that it gives me untold pleasure to see how far this movement has and continues to progress. Through the years that I have had the privilege of judging these awards I have witnessed an annual improvement in standards and commitment in our Industry to set an example of good practice and care for our planet to the world at large.

• We have accepted responsibility to educate our own staff and encourage them to practice at home what we ask them to do at work. • We have urged our suppliers to give us our raw materials without causing undue damage to our world and• We have shown our customers that we can provide quality and value-for-money without harming our environment.

Our Environmental policies are there for all to see. They are not lengthy wish-lists of what we would like to do “if only”. They are firm statements of intent on the part of our management and staff, from the most senior to the most junior, of what we will actually commit to doing.

They are the precursor of our environmental improvement programmes which show clearly what has already been achieved, what still can and needs to be done and what we will do next.We have learned that, far from costing money, taking good care of our environment makes good economic sense and that no decision should ever be made without asking “What impact will this have on our environment?”In other words, Environmental Management must be treated as part and parcel of the culture of all management. It is not the domain of a specialist department and does not require an army of people to make it successful. A working

group consisting of representatives from each activity area, ably led by an enthusiastic leader and well-supported by senior management is the best way to achieve good and sustainable environmental practices, as all our winners so far, will testify.

John Forte.

Our grateful thanks to this year’s Judges who gave their time, wisdom and deliberations to declare some incredibly worthy winners.Prof. John Forte OBE

Debbie Hindle – MD four bgb and International Judge on Sustainable Tourism

Andrea Nicholas – GTBS

Brendan Hunter – WRAP

Laura Partridge – International Tourism Partnership

Clare Wright – Lancaster London (Last year’s Considerate Hotel of the Year – Clare was also Green Champion of the Year 2012)

Diana Mountain – Chair of HOSPA’s Technology Committee

Frank Sprenger – Sustainable AG, Germany

Melissa Hayles – Sustain

AS Head Judge and a veteran of many CH Awards, Professor John Forte OBE has been able to see the progress that has been made over the years in the ever expanding area of sustainability, social responsibility and considerate hotelkeeping. Here he gives an overview of how he feels things are going:-


Your Considerate Membership

Its True WorthFor the last 12 years whenever I wrote to CHA members about renewing their membership subscription I trumpeted the fact that for the X year running our subscription had stayed the same, and wasn’t that good value. At the time and over the years it has been good value – an association with a membership of the great and the good, the large and the small, the enthusiasts, the novices and the occasional member who thought they might like being in the presence of some of the world’s best hotels. It was and is a great network. Each year we celebrated the success of the award winners, we facilitated those who needed facilitating and we cheered the membership on to bigger and greater things. Life was, er, ok.

Well, now life is more than ok. CH has become of age and as you may have read in pieces written by my colleagues, Xenia and Benedetta, we have in the last year raised our game to unprecedented heights. Here are just some of things now in place as a major benefit for CH members – that would be you:-

1. HOTEL DIRECTORYIn February we launched our new website, which also included a major re-branding exercise and with a new hotel directory for our members. Over the last 6 months our website traffic has been growing steadily reaching 4,000 unique visitors last month. This growth is mainly thanks to our new social media campaigns on both Twitter and Facebook. All our members can be featured on them by providing us with any relevant news. So please keep us posted!

2. SUPPLIERS DIRECTORYOur suppliers directory is growing with new and exciting companies. Our carefully screened pre-qualified suppliers offer special deals & discounts to our members




and these offers can be seen on our Member’s only interface. By the end of the year we plan to reach around 100 suppliers in order to offer more opportunities but also more choice of sustainable solutions to our members.

3. MEMBER’S INTERFACEIn May, we launched a member’s only interface on which our members can gather valuable information regarding their sustainability practices. The interface is made up of the “Knowledge Hub” an extensive library of best practice case studies from our members (that would be you) covering various areas of operation affecting a hotel’s daily business. With this Knowledge Hub we aspire for our members to get inspired, motivated and informed about the endless opportunities a hotel can implement. It keeps growing as we receive case studies from our members on a regular basis. In the member’s interface you will also have access to:• archives of all our past news

bulletins filled with information• suppliers deals• webinars recordings.

Should any member have any specific questions, they will still be able to contact us via email.

4. WEBINARSIn June we launched our first webinar, with the purpose of being able to inform our members on relevant sustainability topics and give them guidance on how to improve their hotel or establishment’s overall performance. Normally there are three speakers representing three areas : one industry expert, one company representative and one CH member talking about their direct experience on the given issue.

So far we have had 2 webinars, one on food waste and one on HCMI CO2 calculations. These recordings have proven to be very valuable for members and we have had remarkably high subscription levels.

Our next webinar will take place in October and will address the issue of energy and how to save money by implementing the right strategy. We know that most hoteliers are very busy during the day and therefore all our webinars will be saved and archived in the Member’s Area for you to access them at your convenience.

5. WORKSHOPSWe are launching our first workshop in October. The first one will be on waste and the second on water consumption. The idea is to offer practical workshops/trainings to small groups of hoteliers during which they will be able to gain know-how on the topic and share their ideas experiences with fellow hoteliers.

6. WEEKLY NEWS BULLETINSMember communications have always been an important part of CH but now it is even better with weekly bulletins for both members and suppliers. With a growing international membership we can begin to share our trials and tribulations for the benefit of many. If you have news, send it to us – we would love to tell the world!

7. INTERNATIONAL OFFICEWe have opened an office in Munich, Germany in order to expand the membership internationally. New international groups are already on board such as the Raffles Hotels & Resorts and many more currently in the pipeline. International PR campaigns are run from this office exposing our members to a wider audience and therefore possible new client base driven to your website.

8. FREE ENTRY INTO THE CONSIDERATE AWARDSAll members will have free entry into The Considerate Hotel of the Year Awards and a special rate for attending the gala award presentation event. Non-members will continue to pay to enter the Awards.

I think you will agree it is pretty impressive stuff. As a result of this shift in gear, we have looked at a re-structuring of membership fees to reflect what is now on offer, but also ensuring membership remains excellent value for money. Yes, our membership fees will be increasing for pre-2013 members – new members are already paying at the restructured rate from the first day of their membership – but please remember the past 12 years when rates didn’t move. Can you say the same about your room rates? No doubt you will rightly claim your current room rates represent extremely good value for money, and so do we. You can view the restructured membership subscriptions rate on the CH website and they will be effective from the date of your next renewal. If you have just renewed then you have close on twelve months at the old rate to come. We hope by then you will be even more impressed with the progress that CH have made and what may then be on offer.

One final point if I may - by using the advice and information on offer to you your CH membership could sit comfortably in the profit area of your business by becoming a revenue stream. To horse! John Firrell MIH



The View from the“Engine Room”Una is CH’s Business Development Manager and arrived soon after the Awards in 2012 and helped us set about transforming Considerate Hoteliers into what we hope it is well on its way to becoming – a one stop sustainability facility for the world’s hoteliers from whom to seek advice, guidance, information and of course answers. Here she tells us what life has been like in what was our new home but is now our firmly established London office - the Engine Room.

“Over the past ten months I have made significant progress in expanding the considerate supplier’s database. This included thorough research and assessment of companies’ sustainable credentials and then once they were approved building a strong relationship with our suppliers and finding ways we can work together for the benefit of our member hotels and accommodation providers.

I have set up and run the webinars; finding suitable speakers and chairing the event on the day. In June I helped to organise the CH Awards ceremony and conducted interviews with suppliers and sponsors on the day.

I have also been involved with designing the layout and functionality of the Members Interface and in charge of populating this area, in particular the Knowledge Hub, keeping our members at the forefront of developments in the sustainability arena through this medium as well as the weekly news bulletins.

I am also in charge of updating the website and making it more user friendly. Much of my time is also spent managing the day-to-day running of the company, developing procedures and documentation as well as supporting the directors and our interns.

What I Enjoy most about my jobI enjoy meeting our member hoteliers, visiting their establishments and learning about their efforts implementing sustainable practices. I think many of our members think that when we visit them we are there to audit them and seem very nervous but this is not the case at all, we are simply there to get to know our members and hear their stories which are very often inspirational. Being a small company it is nice that I am able to delve my hands into different tasks and the company has grown so fast in the number of hotels and suppliers we have recruited, as well as the number of services provided that I am able to see my efforts materialise and be very proud of them.

Hopes for the futureI would like to develop a consultancy arm to the business, meeting more of our members, working more closely with them to provide direct advice on ways to make their operations more sustainable. Consequently this will provide me with the opportunity to grow my career and expand my skills in consulting and project management. Hence my hope for the future of CH is to be able to include more services in its membership package, giving even greater value to membership and I would also like to see the CH team grow its number of personnel both in UK and abroad.”

Una Harcinovic

View from the “Engine Room”

Welcome New Members

Welcome New Members

The Beckford Arms – WiltshireCorinthia Hotel – LondonThe Acorn Inn – DorsetThe Duke of Richmond Hotel – Channel IslandsIntercontinental London WestminsterHotel Megaro – LondonAxel Hotel Guldsmeden – CopenhagenThe Grand Del Mar – San Diego, CAHyatt Regency London - The ChurchillRaffles BeijingRaffles DubaiRaffles Grand Hotel d’Angkor – CambodiaRaffles Hotel Le Royal – Cambodia Raffles Le Royal Monceau – ParisRaffles Makati – PhilippinesRaffles Makkah Palace – Saudi ArabiaRaffles Praslin, SeychellesRaffles SingaporeSt Georges Hotel – WalesThe Arundell Arms Hotel & Restaurant – DevonPark Plaza Westminster Bridge London


and very welcome you are too!


That’s wonderful. It made my heart sing reading some of these entries. I’m so sorry I couldn’t make the judging day and I’m looking forward to hearing the stories of otherfinalists and winners in June.

The entries for the Considerate Hotel of the Year were very strong and made such interesting reading. Great ideas such as “Sourcemap” from the Lovat, Loch Ness that diagnose their customer’s carbon footprint to Trenython Manor Hotel & Spa Resort with the educating of their younger guests on how their food grows by setting up a fruit and vegetable Kids Garden. The winner The Green House was truly outstanding. They live and breathe their environmental ethos. They spread their message through their new green initiatives from hosting a free workshop to local businesses to inviting eco conscious suppliers to exhibit at their Green Wedding Fayre and joining forces with the Green Knowledge Network.

I’m not sure how much detail you need but these are my recommendations for the Green Team award. Do let me know if you need more? I loved reading these entries. The enthusiasm, innovation and groundswell of new ideas from teams working together was really wonderful

Dear John, Benedetta and Xenia,Just wanted to say a big thank you for today and how proud I am at being awarded The Considerate Green Champion for 2013; next year we will be looking to become The Considerate Hotel of the year so watch this space!

John, our marketing team are asking if we have permission to use the Considerate Hotelier logo on our website to tell everyone about the award. I’m sure as members we can do this but would wish to ask permission before we did. Once again thank for a great day.Regards Dave BellChief Engineer

After note by CH: All members are actively encouraged to display the CH logo

Dear Francis (retiring GM of the Landmark London),Lovely seeing you yesterday and do hope you enjoyed the Awards. I am sorry that this year one of the awards couldn’t find its way into the Landmark’s trophy cabinet. Perhaps next year?I know I told you verbally when we chatted how well we had been looked after by Mare and her team, but I would just like to put it on record how impressed I was and many others were with the standard of service, the attention to detail, flexibility, superb presentation and cooking quality of the menu that was on offer, both in the lead up to and at the actual event. They did you proud in the days prior to your well earned retirement. My superbly appointed room was a joy to reside in, so all in all, despite the challenges faced by organizing such an event for our own industry, we have with the great help of the Landmark London made it a huge success which will be fondly remembered by many.Thank you again and thank you Mare – wonderful! Good luck in

your retirement – take time to pick the daisies and smell the coffee!Best regardsJohn

Dear John, Thank you for your email and I am delighted you had such an enjoyable day with us last week, I appreciate your kind comments on the staff you name and will pass these onto them personally . Thank you for your good wishes for my retirement.Kind Regards Francis

Dear John, Thank you very much for your kind email, I will pass your lovely comments onto the team. I am very pleased to hear the event was a success and your guests enjoyed the food. It really was a pleasure working with you, and I do hope our paths will cross again at some point in the future.Thank you again and kind regards, MareThank you for your emailing, we

Overall I was blown away by how much environmental considerations were a part of every decision made by the hotel, and indeed via the ethos that shaped its design- in its bones!

From judges to winners and nominees, from those attending the awards to those providing the service, many had lots of positive things to say about this landmark event. Did I mention the event was held at the Landmark London?

Having their say

Having their say


Having their say

had a lovely day out, the food and occasion was great. We even missed our train back… never mind, made us laugh!

We didn’t mind at all about not winning, as soon as we saw the shortlist I knew it would be the place in Wales – they are doing amazing work.

Thank you very much for inviting me. The event was most enjoyable and I was able to talk to many people who had very interesting ideas. Well done everybody for such excellent organisation. Regards, John Rogers (CH’s financial guru)

Dear John Great to hear from you and thank you for your email. I think we are destined not to meet ! although I did manage to briefly shake your hand just before we went in for lunch. On behalf of Jen and myself thank you for a great lunch and awards ceremony, there were indeed some very worthy winners – and be assured we will be there again next year.Take care and I look forward to speaking to you very soon.

I was mortified when I dropped it!! Soooo happy to have won and it was an amazing day with some amazing people. Chris was so happy when I told him, he was home with flu and a bout of coughing ensued down the phone when I told him. It is taking pride of place on our reception desk. I have been tweeting and facebooking and we already have a PR piece which is

below and will be issued to all our local press too. Can you supply a quote also to add to the release?

Hope you are somewhere relaxing after all the events of Thursday! Many thanks again and best regards. Olivia (O’Sullivan), GM of The Green House

Dear JohnThat absolutely fine, I did follow the news and a hearty congratulation to all. Maybe when we get to a half dozen we could have a special egg box edition.My very best Gary (Lohan) Last year’s Good Egg (still fresh!) I just wanted to drop a quick note to say thank you and congratulations on another fantastic awards ceremony and please convey all my thanks to the rest of the team who all did a wonderful job making everyone feel so welcome on the day. The company and food were both excellent but a special mention goes to the starter which was an award winner in itself, sublime!It is always so nice when your efforts are recognised in this way

and believe you me; we celebrated all the way back from Paddington to Par! The awards themselves are brilliant, I cannot praise them highly enough, where else could an eco guest house compete with the very best London and the nation has to offer in all of its diversity and glory. Simply wonderful and inspiring! We hope to have enough up our ‘green’ sleeves for next year but only time will tell! Once again congratulations to you and your team!

Thank you for your email John, it’s really appreciated. It was a lovely afternoon (and well organised!) and great to be able to take one of the team out for a day if nothing else! I have been telling everyone we came runner up to the Savoy – I think that’s a great claim to have!!

I was delighted when Olivia called me to say we had won this year’s award and just wanted to say thank you for all that CH do, and on a personal note for all the support you have offered us. I know the whole team were thrilled to hear the good news and it is really a testament to all the work they put in each day that the hotel has been such a success. Thank you again, and we look forward to a long and successful relationship with you and the CH.Kind regards, Chris (Airey)Managing Director of The Green House, Bournemouth.


Category Short List

CategoryShort List

THE CONSIDERATE HOTEL OF THE YEAR 2013 AWARDS SHORT LIST

For there to be winners, there first of all has to be entrants, then a short list, and here are all those who contested a very strong short list. One cannot help noticing the diversity of establishments in the list here, but then that is what Considerate Hoteliers is all about. No matter what your size or status, you can compete on a level playing field but perhaps even more importantly is that you do get involved. Congratulations to all those listed here and those who entered – you gave it a go and it shows dramatically in the high standard of entries received.

They gave it a go!

Category Short List


National & LocalSuppliers Short List

Foodspeed – FoodNominated by the Cavendish London

Office Depot – Stationary Firmdale Hotels

Acquire ServicesStrand Palace Hotel

Flourish Craft Bakery – FoodThe Draycott

Vintage Roots – WineThe Green House Hotel

Fou Furnishings – Linen The Green House Hotel

Remarkable – Promotional Products The Lovat

Watts Farms – FoodLandmark London

Vertue – BedsRadisson Blu Edwardian Guildford

Garden Gate Flower Company – Plants/FlowersTrenython Manor

Hotel of the Year Cavendish, LondonDraycott, LondonSoho Hotel, LondonThe Green House, BournemouthLandmark, LondonPark Plaza, County Hall LondonStrand Palace, LondonThe Lovat, ScotlandTrenython Manor, Cornwall

Green Team of the Year Alexandra Hotel, DorsetBest Western Monkbar, YorkComo HotelsDevonshire Arms, YorkshireLandmark LondonRed Carnation HotelsSavoyWilton Court, Ross-on-Wye

Small Accommodation Provider Bryn Elltyd Eco-Guest House, SnowdoniaCedar Manor, Windermere Wilton Court, Ross-on-Wye

Green ChampionMatt Tomkinson – Montagu ArmsDave Bell – PP Westminster Bridge

Sustainable FoodCavendish London Montagu Arms, Beaulieu

International Hotel of the Year Grand Del Mar, California Axel Hotel Guldsmeden, Denmark


THE CONSIDERATE HOTEL OF THE YEAR 2013 SPONSORS

Grateful Thanks


Veolia Environmental Services are a new sponsor for the Considerate Awards and sponsor the main category – The Considerate Hotel of the Year 2013.Matthew Osmond, Veolia Environmental Services’ General Manager for Leisure Sector, said: “Congratulations to this year’s Considerate Hotel of the Year The Green House Hotel. We are delighted to be associated with the Considerate Hotel of the Year Awards promoting our joint commitment to developing sustainable environmental solutions. By working closely with CH members we are already helping them improve their environmental performance and reduce their carbon footprint which reflects the wishes of their customers too.”

GILCHRIST & SOAMESGilchrist & Soames is a leading provider of cosmetic-grade toiletry collections for world-class hotels, exclusive resorts, and distinguished spas, inns, and bed & breakfasts. Specializing in servicing the luxury market, Gilchrist & Soames’ products can be found in discerning properties throughout the world.

“We are delighted to be associated with the first ever International Considerate Hotel of the Year category and we are thrilled to present the award to the Axel Hotel Guldsmeden in the wonderful city of Copenhagen. Gilchrist & Soames supplies hotels around the globe with cosmetic-grade toiletry collections and have an ever increasing presence throughout Europe so it made perfect sense for us to sponsor this exciting new award.” Said Emma Johnstone, VP EMEA Sales & Marketing, Gilchrist & Soames.

BEACONBeacon helps businesses grow their profitability. Beacon offer a refreshing approach to support your operations, with resourceful solutions tailored to reducing your costs. Their expertise lies in revealing ways to help businesses grow their profitability. They support over 2,500 companies across a range of sectors and industries. These include hospitality, leisure and healthcare. Since establishing the business in 2000, they have built a solid reputation for their added value services and

Considerate Hoteliers (CH) is delighted to count on the help and support of so many sponsors and helpers, for without them the Awards would not be able to thrive the way they have been over the last years. This year special thanks and gratitude go to:

Sponsors 2013


Sponsors 2013

personalised approach. With enhanced commercial terms; saving customers time, reducing their costs and industry best practices refreshingly tailored to every business’ needs through a revealing procurement; technology and resourceful solutions that address future needs so that time & money is saved, profitability improved and therefore making a business ultimately more sustainable. “Beacon is delighted to be sponsoring both the Green Team of the Year and Small Accommodation Provider of the Year awards as part of the Considerate Hotelier Awards 2013. We are proud to be a sponsor again at this year’s Considerate Hotelier Awards, and would like to congratulate all the shortlisted companies and winners this year.” said Diane Webster, Director of Marketing – Beacon are a long standing partner and sponsor. Their continuing support is much appreciated.

GRAMGram Commercial A/S manufactures refrigerators and freezers for professional use. Gram aim to be the market leader in terms of quality, functional design and consideration for the environment. They have strong market positions in Denmark, Norway, Sweden, Germany, Austria, United Kingdom, France and other European countries. Gram was founded in1901 by the manufacturer, Hans Gram. Later, his brother, Aage Gram, joined the company, and this was the beginning of the GRAM group. In 2008 Gram Commercial A/S was acquired by the Hoshizaki Group based in Japan. Gram believes customers are everything. “Without them we cannot exist. This is why, in everything we do, we must focus on the needs and wishes of the customer. Each and every customer should feel an added value in choosing GRAM as their commercial partner”, Managing Director Glenn Roberts commented.

Gram are in their second year of sponsorship and are committed to sponsorship for several years. As for last year they are sponsoring the Considerate Green Champion category and also the Best Green Marketing Initiative. CH thanks them for their continuing support.

Associate Sponsors

ReEnergiseReenergise is an independent provider of impartial advice on energy efficiency and renewables. Set up in 2010 they have worked with over 100 private homes and businesses advising them on how to best approach the challenges of poor energy efficiency in their buildings and rising costs. Their team of business and technical specialists will provide clients with pragmatic, cost effective solutions to help lower energy costs in their hotel, take advantage of available Government incentives and improve sustainability credentials. Through their sister company ReEnergise Finance, they can also access finance to support any investment in energy efficiency in each hotel. Considerate Hoteliers is thankful for ReEnergise’s support as Associate Sponsors.

VivreauIt is more important than ever for hotels to think about their green credentials – not just from an environmental perspective, but because customers are waking up to the issues and favouring those hotels that are doing something about it. In recent years there has been an increased sensitivity to the high carbon footprint of bottled water, and because water is a necessity for all hotels, it presents a problem for those trying to achieve sustainability targets. The key environmental concerns are in respect to the distance pre-bottled water travels (sometimes overseas), and the plastic packaging it requires.

The Vivreau V3 Table Water Bottler is a mains-fed filtration system that provides the same, high quality drinking water without the need to

outsource it. Capable of dispensing unlimited chilled, purified, still and sparkling water with ease, the V3 comes with Designer glass bottles that look stunning in hotel dining areas and conferences. A Table Water Bottling System is not just environmentally friendly, but friendly on your pocket too. The glass bottles are dishwasher safe so can be used time and time again, hence little to no wastage. The Vivreau system only requires a one-off installation and is designed and manufactured in the UK so has a very minimal carbon footprint. As another associate sponsor of the awards, Considerate Hoteliers is glad to be working with Vivreau as a Considerate Supplier as well.

EcompterThe name Ecompter is based on the French word ‘compter’ - to count, to be of significance. It summarises our business idea - to provide facts and figures for environmental communication and management. What we can measure we can change. Ecompter is a sustainability service for hotels and other accommodation providers whichenables managers to raise awareness of their property’s environmental initiatives, tocommunicate them and to manage and report on them to increase guest loyalty, to motivate staff and for their own carbon consumption management purposes.

Ecompter’s service features continuous CO2 management reporting and an online CO2calculator for guests. It also features an easy-to-digest summary of each hotel’s environmental initiatives and results, plus an interactive image of the hotel room to show guests how they can cut their energy use during their stay.

Ecompter is offering all the Considerate Hoteliers Award winners the chance to calculate and communicate their carbon saving initiatives - free for 6 months.


CHA Vision of the Future

Future by Benedetta Cassinelli (Business Development Director)

Huge progress has already been made since our last edition of The Considerate Hotelier, and the last Awards in 2012. However, we are not stopping there.

Over the next 12 months:1. We are planning to continue offering webinars, which will eventually become a monthly feature in our communication to the members.

2. Our focus will be on building the Considerate Hoteliers brand through a consistent presence with stands or as partners at major trade shows including the Independent Hotel Show – London October 2013, World Travel Market – London Excel Nov 2013 and Boutique Hotel Summit Spring 2014. We are looking at International trade shows as well and we are finalising our presence with a few of them such as the ITB in Berlin, Spring 2014.

3. In October 2013 we will be launching a new product in the form of workshops tailor-made for small groups of hoteliers where practical guidance on sustainable issues will be offered. This will allow hoteliers even from smaller

properties to have access to training courses otherwise only available through big consultancy accounts. This is made possible thanks to partnerships we have consolidated with leading consultants in the sustainable hotels industry and our growing expertise on sustainable issues. These workshops will be in both offline & online formats allowing anyone to take part in them.This work will support bigger projects that we are starting to execute for some of our members in terms of bespoke consultancy starting with sustainability policy development & green team building, to green marketing strategies, energy & water efficiency, CO2 strategy and more. We hope that this product will be extremely useful to all our members.

4. Our analysis of the energy and insurance industries is coming to end with a clear understanding of the possible benefits these

industries presents to a Group such as ours. We hope to be able to offer you products in such fields within the next 12 months with the idea of bringing you tangible benefits in terms of reduced costs through the use of more sustainable platforms.

5. Having established a European office, we are now looking at the opening of a new office in another continent. Several opportunities are open to us and we hope to be in a position to announce a final decision by the end of 2013.

The Future is indeed Bright; The Future is Considerate

A Considerate

Documents

CH Magazine 2013