Hotel Owner Magazine July 2012

Front oF houseHow Will and Lyn Howarth have created a unique hotel experience in the Lake District

room For manoeuvreMore than just somewhere to sleep, the hotel room should offer guests comfort and character IS

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HoTelFor the independent hotelier who means businesswww.hotelowner.co.uk || £4.95 || July 2012 Owner

A clean bill of healthHygiene and

food safety

Inspiring ideasA year-round escape at the Watergate Bay Hotel

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HoTel Owner July 2012

Managing EditorLouise [email protected]

EditorSam [email protected]

Editorial AssistantsNaida [email protected] Callum [email protected]

Deputy Production EditorLewis [email protected]

Group Advertisement ManagerKelly [email protected]

Deputy Group Advertisement ManagerJulie-Ann [email protected]

Deputy Advertisement ManagerChris [email protected]

Senior Sales ExecutiveMatt [email protected]

AccountsMaureen [email protected]

Customer Services01206 767 [email protected]

Contributing writersPeter Hancock, Angie Petkovic, Philippe Rossiter

Cover imageWatergate Bay Hotel, St Ives

DesignArthouse Publishing Solutions Ltd 01394 410 [email protected]

ISSN 2049-7709

HOTEL Owner is published monthly by:

Mulberry Publications Ltd,Wellington House, Butt Road,Colchester CO3 3DATel: 01206 767 797 • Fax: 01206 767 532www.hotelowner.co.uk

The editor and publishers do not guarantee the accuracy of statements made by contributors or advertisers, or accept responsibility for any statement that they express in this publication. The opinion of the contributors may not necessarily be the opinion of the publishers. Articles are considered for publication on the basis that they are the author’s original work. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying or otherwise, without the permission of the publishers.

HoTel Editor’s lEttEr

W ith the so-called summer of celebration well and truly underway we have already witnessed the Queen’s Jubilee, the national

football side exit yet another tournament on penalties, and the wettest June since records began.

Many will now be looking ahead to not only brighter skies but the onset of the Olympic Games and the lucrative opportunities this sporting event will bring. However, it appears the expected surge in bookings to coincide with this great spectacle has so far amounted to no more than a ripple, with many people waiting until nearer the time to secure a better deal.

Senior director with Hotels.com Seamus Maccormaic says: “A lot of hotels, small, medium and large, have held back until now in the hope of attracting visitors at premium rates. But they are now starting to put rooms onto the market at much lower rates because they found they just could not fill them. That means there are some fantastic bargains to be had at the moment.”

Looking further ahead to August and the Bank Holiday, prospects also seems brighter with hotel market intelligence firm TravelClick’s data – drawn from travel agents – showing that Saturday 25 August is set to be the busiest day of the bank holiday, with confirmed occupancy at 38.1 per cent.

As for an end to the rain and a final start to summer, the long range forecast is for fine and very warm weather in July and August, which will be welcome news to many who have quite literally viewed June as a wash-out.

Sam [email protected]

Owner

Editor's letter

JUlY 2012HoTel

Owner

Editor’s letter 3trade talk 6The latest news from the industryNew appointments 10Recent career moves in the hospitality sectorMarketplace 12A selection of exciting new products and services for hotels, restaurants and barsComment 17With the increasing numbers of visitors expected to the UK over the summer, the police are warning hotel staff to be on their guard, says Philippe Rossiter FIH, chief executive of the Institute of Hospitality Front of house 18A place for adults to enjoy an escape from the real world, Will and Lyn Howarth have created a unique hotel experience in one of the country’s most popular tourist regionsFresh thinking 21A selection of innovative ideas from the food and drinks sectordining out with… 22New head chef at the Cotswold House Hotel, Dave Watts, who trained under Raymond Blanc and Gary Jones at Le Manoir aux Quats’ SaisonsMarketing matters 25Angie Petkovic says the best way to understand your guests’ needs is to put yourself in their place

inspiring ideas 28Household Design was called in to create a year-round escape for guests at the Watergate Bay Hotel in St Ives. The result is a merging of exterior and interior environments, bringing the outside in, and the inside outWhy become an hotelier? 32Peter Hancock looks at the appeal of life in the hospitality sector and finds out what it takes to become a successful hotelierroom for manoeuvre 34This month we focus on the hotel room, from the fabrics and furniture to the finer complimentary touches to create the ultimate guest experience A clean bill of health 42With the Food Standards Agency raising awareness of food safety issues in the build up to the Olympic Games, we look at some of the ways hotel staff can protect their guestsCheck out… lighting 48As more hoteliers look to reduce their

carbon footprint and save on energy costs, we

review some of the innovative

lighting solutions to help achieve this aim

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July 2012 HoTel Owner

6 Tradetalk

Hotel TerraVina wins two awardsHotel TerraVina, the boutique hotel founded by world champion sommelier Gerard Basset OBE, has won two awards.

The hotel won the Best Drinks Offering in a Hotel category at the inaugural Harpers Awards and its co-founder, Nina Basset, was presented with the Condor Lifetime in Business prize at the Venus Awards.

The awards follow on from the hotel’s announcement of its merger with 10 in 8 The Fine Dining Group earlier in the month, something that has left Nina feeling positive about Hotel TerraVina’s future: “This has been an extraordinary few weeks of exciting announcements that will cement TerraVina’s reputation as one of the UK’s leading destinations for food and wine lovers.”

Lancaster London takes top accolade at Considerate Hoteliers awardsThe Lancaster London Hotel was awarded the overall Considerate Hotel of the Year Award 2011/12 at the recent Considerate Hoteliers Association (CHA) Hotel of the Year Awards.

Of the seven prizes up for grabs, Lancaster London scooped the biggest for being the best all-round establishment to have succeeded in a wide range of environmental and social initiatives.

Prof John Forte OBE, CHA ambassador and head judge, said: “Lancaster London has covered all of the required aspects for the award in a most commendable fashion, but I was most swayed by their communication and spreading the environmental messages to suppliers, guests and staff, as well as their willingness to share their experiences with their competitors.”

The AA and eviivo launch Tourism Open PartnershipTwo renowned companies in the hospitality industry, the AA and eviivo, have joined forces to launch the Tourism Open Partnership (TOP).

Set up as a marketing initiative for small, independent hospitality establishments, the TOP will offer independent hotels, B&Bs, guesthouses and inns a large online presence.

The TOP believes that many independent establishments have a problem with marketing and coping with the ever-growing demand to book hotels online. Its solution is to offer its members features on over 30 websites, an AA rating and use of eviivo’s property management system.

Head of digital at eviivo Louis Warner added: “This is a fantastic opportunity to partner with one of the most popular brands in the UK and to leverage their long-running experience and expertise in hospitality with our online presence.”

Lifetime addresses ‘apprenticeship challenge’

Vocational training provider Lifetime is helping the hospitality industry get ready to address the government-pledged ‘apprenticeship challenge’.

The apprenticeship challenge is a government promise to get 500,000 young people into apprenticeship schemes this year.

Lifetime is working with a number of hospitality businesses to provide training opportunities for the next generation of workers.

Business manager at Lifetime David Grant said: “There is a growing awareness across the industry that hospitality must address its apprenticeship challenge if skills are to be nurtured and passed on to the next generation of employees.

“Apprenticeships offer major rewards for staff in terms of enhanced

skill but they also provide tangible benefits for employers in terms of increased operational efficiency, improved staff retention and enhanced customer service.

“Ultimately, a focus on apprenticeships can help many companies flourish in a highly-competitive business environment when they must deliver top-quality service at all levels.”

World-renowned golf resort the Belfry is one of the latest companies to enlist with Lifetime in undertaking the challenge. HR manager at the Belfry, Emma Pride, remarked: “Its profile of courses matched all the key areas within our business, and with such high success rates we know our learners will receive high-quality, tailored training to achieve excellent results.”

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Tradetalk

Visa restrictions concern BHAComments by Britain’s ambassador to China regarding the UK’s visa controls have the support of the country’s hospitality and tourism industry, according to Ufi Ibrahim, chief executive of the British Hospitality Association (BHA).

Sebastian Wood, Britain’s ambassador to Beijing, remarked, in a confidential letter, that the British government had allowed a “completely self-defeating” caricature of “fortress UK” to take hold which, he fears, will result in the Chinese taking their tourist dollars elsewhere.

“This has been a concern of the British hospitality and tourism industry for many years,” Ms Ibrahim said. “Only last week at a hospitality and tourism summit the minister counsellor at the Chinese Embassy in London emphasised the extraordinary potential of the Chinese market to Britain’s tourism industry and, thus, the country’s economic future.”

There has been some alleviation in the control procedures for obtaining a tourist visa, such as information

leaflets being printed in a number of different languages, but Ms Ibrahim feels it isn’t enough.

“Visas are expensive to acquire because visitors to Europe need a UK visa, in addition to a visa required by countries conforming to the Schengen Agreement.”

Ms Ibrahim believes that the Government should follow the United States lead and reform its visa policy.

“US government departments have been tasked with working together to deliver faster visa processing times and have a goal of attracting 100 million visitors by 2021, which will bring $250 billion in visitor spending each year.

“The UK spends many millions of pounds encouraging inbound tourism, yet a similar amount of money is spent discouraging those same visitors based in potentially the richest source countries.

“Without compromising security, this is a move that must be followed by the British Government if we are to compete on the world stage.”

Founder of Mr & Mrs Smith reveals what he thinks makes a great boutique hotelCo-founder and CEO of Mr & Mrs Smith, James Lohan, has revealed he believes numerous factors combine to make a great boutique hotel.

As part of Independent Hotel 12, the UK’s first trade show dedicated to the independent, luxury and boutique hotel industry, the organisers have started a series called ‘Independent Thoughts’, in which experts provide tips and comments on how hoteliers can improve their business.

When asked what makes a great boutique hotel, James Lohan remarked: “In short it’s a combination of style, size, quality, service, individuality and location.

“Generally boutique properties have an overarching design concept that enhances the impression of being somewhere inspiring. Featuring fascinating fabrics, showcasing original artworks and perfecting the 21st-century lighting scheme can all contribute to creating the ideal boutique hotel environment.

“Guests need to leave with the impression that a hotel has thought through the whole guest experience. A tour of the kitchen garden to pick my own vegetables for dinner; taking the owners’ dog for a walk; a bottle of water and home-made flapjacks for the trip home: even small things can make a stay memorable – and for the right reasons.”

Cavendish London raises over £4,500 for charityThe Cavendish London has raised £4,703 for three charities in the last month through a series of challenges.

Hospitality Action, Cancer Research, the National Blind Children’s Society, Operation Smile and Dorset and Somerset Air Ambulance will all benefit from the fundraising, which was supported by all of the hotel’s 150 employees.

Activities undertaken by staff ranged from a coast-to-coast cycle ride, participation in the Race for Life, and a raffle that saw one employee win an extra week’s paid holiday.

HR manager at the hotel, Sarah Banner, said: “We aim to be the best place to work in the industry and a huge part of that is supporting our employees and the charitable causes that matter to them.

Image: The Cavendish London team at Hyde Park’s Race for Life event.

Whitbread Hotels backs Great Ormond Street CharityWhitbread Hotels and Restaurants recently announced that it has chosen Great Ormond Street Hospital Children’s Charity as its new charity partner.

Patrick Dempsey, managing director of Whitbread Hotels and Restaurants, said: “I was personally moved by the hard work and dedication of staff at the hospital during a recent visit and am looking forward to the money we raise over the next few years helping the hospital to treat more sick children from all over the UK in improved facilities.”


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Sunny outlook predicted for London hoteliers over August Bank HolidayLondon hotels are reporting strong business immediately after this summer’s Olympic Games – dispelling fears that the capital’s hoteliers could suffer a post-Games slump.

Research data, compiled by hotel market intelligence firm TravelClick, shows almost a third of London’s hotel rooms are already sold for the August Bank Holiday weekend (24 to 27 August) – 24.2 per cent more than at the same time last year.

International president of TravelClick Jan Tissera said: “Our

research after the Vancouver Winter Olympics in 2010 showed critical insight into the demand trends for hotels when they over-price rooms for special events, since it has the tendency to result in an immediate drop-off in business after the spike of the Olympic Games.

“So far it appears London hoteliers are not falling into that trap. The capital has solid interest throughout the bank holiday weekend, and although prices are up in comparison to last year, the rises are being kept in line with demand.”

Tradetalk

Leading hospitality companies to cut wasteWRAP, the not-for-profit company with a vision for a world without waste, has announced that 68 leading UK hotels, pubs, restaurants, quick service restaurants (QSRs), contact caterers and industry bodies have signed up to the ‘Hospitality and Food Service Agreement’.

WRAP are acting on behalf of the UK, Scottish, Welsh and Northern Irish governments to launch the agreement that aims to cut food and associated packaging waste by five per cent (a CO2e reduction of 234,000 tonnes – the equivalent of 100 million meals). It also aims to increase the overall rate of food and packaging waste that is being recycled, sent to AD or composted to 70 per cent (a CO2e reduction of 336,000 tonnes).

WRAP will provide businesses with support to equip them to make changes through online tools, workshops, working groups and expert advice.

Former plumber strikes gold at national tourism awardsMichael Gore, a previously unemployed plumber from Chorley, has won VisitEngland’s highest achievable customer service award for his role as customer host manager at the Best Western Premier Leyland Hotel.

Michael was officially named England’s most customer caring individual when he was awarded Gold in the customer service category at the VisitEngland Awards for Excellence, held at Athena in Leicester.

After struggling to find work as a qualified plumber a few years ago, Michael began working for the Premier Leyland Hotel. He worked his way up through the group’s training programme before deciding to enter the awards.

X-Factor-style heats were used in Preston and Blackpool to separate the best from the rest, before a semi-final that ultimately led to Michael receiving the highest customer service accolade in tourism.

“I was speechless when my name was read out from a list of nominees from the very best hotels and restaurants across England,” said Michael. “It has been an incredible journey, from burst pipes and a lack of work only a few years ago, to being crowned top customer care individual in England in 2012.”

Stuart Hunter, managing director of the Feathers Hotel Group that Premier Leyland is a part of, said: “I’m absolutely delighted for Michael as he has worked hard since he joined us and has committed himself to every training opportunity.

“It just goes to show that despite these difficult economic times, our industry has so much to offer in relation to personal development and career progression.”



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Cotswold House HotelA Cotswold hotel has secured the services of ‘one of the most exciting up-and-coming chefs in the country’ as it re-launches its restaurants in Chipping Campden. Dave Watts, who trained under Raymond Blanc and Gary Jones at Le Manoir aux Quats’Saisons, has joined the Cotswold House Hotel as head chef, where he’ll take responsibility for both of the luxury hotel’s on-site restaurants. The Dining Room offers customers an indulgent, fine-dining experience, while the Cotswold Grill presents a more informal setting for breakfast, lunch with friends, afternoon tea or an impromptu meal out at the end of a busy day. “The Cotswolds is a brilliant place to source ingredients for the kitchen,” said Dave. “I’ll be showcasing what we can do with exciting seasonal produce at both restaurants and look forward to welcoming customers to our relaxing, comfortable venues. Food should be an utter pleasure on every level and it’s a very important part of what we do here at Cotswold House.”

Old Bell HotelRichard Synan has joined the Old Bell Hotel at Malmesbury in the Cotswolds, bringing with him a wealth of experience and passion for local British produce. Following his studies at Gloucester University and Edinburgh School of Food and Wine, he has worked with some of the best. Starting at Gordon Ramsay at Claridges under Mark Sergeant, he gained two years’ experience with modern European menus, moving onto French cuisine at the award winning L’Atelier de Joel Robuchon. He also worked under Michael Caines at the Royal Clarence Exeter before moving to Lucknam Park where he worked for over three years and gained his first head chef ’s position running the brasserie.

The Royal HorseguardsNiels Sherry has been appointed general manager of the Royal Horseguards and One Whitehall Place, the flagship property of Guoman Hotels. In his new role, Niels assumes responsibility for the overall running of the central London hotel as well as management of adjoining venue, One Whitehall Place. Niels has over 20 years’ experience in the luxury hotel sector and has held senior positions at properties both in the UK and abroad including the Sheraton Park Tower Hotel, the Sanderson Hotel and the St Martins Lane Hotel. He also worked in New York and London as part of a seven year post with Morgans Hotel Group (formally Ian Schrager Hotels). Niels commented: “This is an exciting but equally challenging year for London hotels and I am keen to put my years of experience and knowledge to the test. The Royal Horseguards and One Whitehall Place is a stunning property with incredible character and a rich historical background and I am looking forward to embracing the new challenges that this role will bring.”

The Bristol HotelThe Doyle Collection has announced the appointment of Mark Payne as the new general manager of the Bristol Hotel. In 2008 Mark took up the position of deputy general manager at the Clarion Hotel IFSC, Dublin, to oversee the hotel’s refurbishment and rebuild. More recently he opened Jurys Inn, Aberdeen, as general manager before heading south again to return to the Bristol Hotel, where he was previously rooms division manager in 2006. Commenting on the new appointment, CEO of the Doyle Collection Pat King said: “I am very pleased to announce the new appointment at the Bristol Hotel. Mark brings a wealth of knowledge and experience that will help to develop and shape the growth of the hotel.”

London Marriott Grosvenor SquareThe 237-room London Marriott Grosvenor Square has appointed Vanessa Rew as director of sales and marketing. Vanessa moves to the hotel from London Marriott Marble Arch, where she has been director of sales and marketing since 2010. In a career with Marriott that spans 14 years, Vanessa has gained considerable experience with Marriott Hotels around the world, including the Marco Island Marriott Resort & Golf Club in Florida and Cleveland Downtown Marriott in Ohio. Vanessa was awarded the Leadership Special Achievement Award – Sales Leader UK South and Ireland for 2011. She was part of the opening team at the Druid’s Glen Marriott Hotel & Country Club in Dublin, where she was front office manager. She moved in 2004 to the London Marriott Hotel West India Quay where she became event manager, before joining the London market sales team. “Vanessa will bring a huge amount of both sales knowledge and operational experience. She will be a great leader and asset for the sales and marketing team here at the London Marriott Grosvenor Square,” said John Hazard, general manager of the London Marriott Grosvenor Square.

New appointments

NEW AppoiNtMENtsKeeping up-to-date with key personnel changes in your industry



12 Marketplace

MArkEtplACE

Classeq’s Eau de Vie water system and Ice-O-Matic ice machines can help customers beat the heat this summer. Eau de Vie is a filtered water system for hotels, bars and restaurants that allows users to brand and bottle their own water. The system filters and chills the mains supply, taking out impurities to produce both still and sparkling water and turning mains water into a profitable and eco-friendly alternative to bottled mineral water. The Ice-O-Matic machines are a range of premium quality ice cube makers that store ice in a safe and clean environment to stop bacteria thriving.Information: 0844 225 9249, [email protected] or www.classeq.co.uk

Contacto has launched a new range of mini stainless-steel-lined copperware to complement its mini stainless steel round and rectangular baskets, designed for smart presentation and table service. The range includes three sizes of saucepan, from seven centimeters to 12 centimetres in diameter; a sauté pan; a frying pan; a casserole; lids; and woks.Information: 0121 605 5522, [email protected] or www.contacto.co.uk

With summer just around the corner, thoughts turn to alfresco eating and drinking, and with the maintenance-free Bistro range from Gopak, the UK designer and manufacturer, continental-style seating has never been more sophisticated or practical. Ideal for restaurants, cafés and bars, but equally at home in gardens on patios or decking, the Bistro range of seats and tables can be used either indoors or out. Combining contemporary good looks with durability and functionality, the Bistro range provides a quality and practical alternative to traditional products, at highly competitive prices. Information: 01622 754 295 or [email protected]

One of the UK’s leading retailers of hi-fi, home cinema and TV equipment, Richer Sounds offers a wide range of products to meet hotel customers’ growing demand for a home cinema experience in their hotel rooms. Branded non-commercial, home-type screens with built-in Freeview are available at a fraction of the cost of hotel-type screens and are ideal for small-to-medium-size hotels that won’t be using hospitality welcoming display modes.Information: 0207 407 9090, [email protected] or www.richersounds.com

Greenvision Heating specialises in ultra-low consumption electric heating systems for hotels. Its patented operating system controls temperature variation to fractions of a degree as less temperature variation means less energy consumed. Greenvision is inviting potential clients to enter a free prize draw to win up to four state-of-the-art radiators. Details of how to enter are available on the Greenvision Heating website.Information: 0115 854 7498 or www.greenvisionheating.co.uk

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Marketplace

CIMC has created a versatile collection of furniture and lighting products with co-ordinated accessories to create a contemporary Boutique Hotel Chic range. From console tables and bedside drawers to dining tables, CIMC has a product for every room in the hotel. To capitalise on this summer’s shabby chic trend, CIMC also offers its popular French Vintage collection.Information: www.cimchome.com

Crescent Services promise a good night’s sleep with its 100 per cent Hungarian Goose duvets. The high down content ensures high loft, extra softness and a high level of warmth retention. Each duvet comes with a pure cotton, 400-thread count percale cover and wall box construction to keep the filling evenly distributed. They are then treated with ultra fresh, which the company says keeps the fabric feeling fresh after every wash.Information: 0844 310 4841 or www.crescentservices.co.uk

Offering savings against buying in bottled water and improving a venue’s CSR credentials, EcoPure Waters helps reduce transport and waste. Two bottle types are available, including the swing stopper range and the newly launched 750 millilitre screw cap bottle, which allows venues to serve a stylish product that can command a high margin. The machine-washable bottles are champagne strength and can be personalised with each client’s branding and message.Information: 01844 290 088 or www.ecopurewaters.com

With the Olympics and summer holidays looming, hoteliers are preparing for a buoyant season, however with greater guest occupancy comes a greater risk of bed bug infestation. Any hotel can experience bed bugs regardless of its star rating, stature or level of hygiene; MidMos Solutions believes the answer is BB Alert. BB Alert is a proactive bed bug monitor that can detect infestation in its earliest stages, allowing you to clear it quickly and at minimal cost.Information: 01384 472 900, [email protected] or www.bedbugsalert.com

First impressions count in the hotel industry so it’s important to welcome guests into a clean, smart hotel. The UHS (ultra high-speed) polisher, which can be bought as a complete machine or as an accessory for use with SEBO’s DART vacuum cleaner, ensures that hard floors are kept looking ultra-sleek and shiny. SEBO has used brand new technology using diamonds for the UHS polisher; ideal for keeping hard floors looking their best. The polisher is suitable for a number of different floor types including solid wood, marble, vinyl, linoleum and granite. No floor preparation is necessary and with the pads lasting for 10,000 square metres of cleaning, the machine is also highly economical.Information: 01494 465 533 or www.sebo.co.uk

One of the UK’s leading operators of exclusive-use wedding venues, the Tabor Group is looking for suitable new locations throughout the UK to operate as Tabor wedding venues. The Tabor Group’s established venues can host in excess of 220 weddings annually. Tabor’s business model operates on a franchise basis, providing marketing resources and complete support using its tried and tested business systems.Information: 07540 666 104 or [email protected]


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Marketplace

Sixteen years of dealing with Armstrong Commercial Laundry convinced Colin Farquharson, property manager at St Ermin’s Hotel near Buckingham Palace, that it provided the ideal equipment and support needed for his hotel’s laundry equipment. The 331-bedroom hotel now has two 10 kilogramme washer extractors with micro-processor controls; an experience that resulted in Colin remarking: “As expected the installation went smoothly. We have never had the slightest problem and I know Armstrong will deal with it if we do.”Information: 01635 263 410

Dawson Foodservice Equipment is launching the Lainox Heart Green on 1 September 2012. Available in six, eight, 10, 14, 20 and 40 grid options, it can provide the right product for your catering operation. “From fine dining to banqueting, we have it covered, while significantly reducing your carbon footprint. Our commitment to continuous product development and advanced cooking technologies allows us to compete at the forefront of the commercial catering equipment market, providing chefs and caterers with the most advanced production systems available to date,”

explains the company.Information: 01226 350 450 or www.dawsonmmp.co.uk

Decotel has launched a new eco-friendly stainless steel kettle. Available for dispatch from August, the one litre, 1,200 watt kettle contains a top end strix control, which enables auto cut-off, boil-dry protection. As well as a removable water filter and dual water gauge, the on/off switch is located at the top of the handle for convenience and longevity purposes.Information: 01509 264 422 or [email protected]

Duck Island products are available for sale to guests for use at home or as gifts. To assist hotels with the sales process, the company offers an A4 advertising display for use in reception areas, guest room cards and a luxury gift box.Information: [email protected] or www.duckisland.co.uk

Staffpoint Hospitality is a Midlands-based recruitment agency that has been working with clients all over the country for the past 12 years. Specialising in country-wide chefs, Staffpoint can provide top-quality staff for reputable gastro pubs, hotels and restaurants with a love of great food. Staffpoint also has agency waiting and bar staff; housekeepers; supervisors; and receptionists on hand for clients around the Warwickshire/Cotswolds area.Information: 01789 204 505 or [email protected]

A best-selling hot stone cooking brand, SteakStones offers innovative ways of presenting food for your guests to cook exactly as they like, live at the table. Adding theatre to your restaurant, the company says: “Steak on the Stone is a meal like no other with every last mouthful enjoyed as hot and delicious as the first.” From products for starters and mains to the new SteakStones Bowl, the company adds that “products bearing the SteakStones brand are guaranteed to leave your guests talking about the fun, new experience they have had.” The new SteakStones Sharing Platter has been designed to offer a surface from which two or more people can enjoy a mix of different cuts of meat, fish or vegetables.Information: www.steakstones.com


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W ith the UK’s great sporting summer underway, the police

are warning hoteliers to be aware of an increase in crimes such as pick-pocketing and internet fraud. The school holidays, the Olympics and other major events such as the Notting Hill Carnival all take place during the same period, which means, unfortunately, that there is likely to be a higher level of crime.

The Olympics has already been used as a hook in one particular scam – bogus hospitality job offers from websites, which ask applicants for a nominal fee paid in advance to gain employment at hotels in London this summer. This is done by slightly altering a website or email address so that the applicant thinks it is genuine. The police are swamped with such crimes, so are recommending that hoteliers include disclaimers on their recruitment pages and details of genuine recruitment procedures.

In Britain, we are fortunate that most businesses benefit from a close relationship with their local police force and hoteliers share their concerns and information on a regular basis. However, the national and global nature of criminal activity means that a greater level of knowledge-sharing can only be beneficial in the fight against crime.

One particularly useful new tool is a website (www.londonhotelwatch.co.uk) set up by the Metropolitan Police in

This month Philippe Rossiter FIH looks at the importance of sharing information in the fight against crime

Comment

A littlE kNoWlEdgE goEs A loNg WAY

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

conjunction with Face Watch, the national low-level crime reporting and image-sharing service for businesses. If your business is outside London, do not be put off by the name, because use is open to all. In fact, the goal is for hoteliers across the UK to use the website and the democratic nature of the facility means that the greater the number of users, the more useful the information-sharing device becomes.

London Hotel Watch has been set up to provide operators with a direct crime reporting link to the Metropolitan Police via Sergeant Adrian Haley and his team who look after hotel liaison for the London Borough of Westminster. This enables a full evidence pack and witness statements with CCTV footage and images attached to be made available online to the Metropolitan Police which, from the police’s point of view, speeds up processes and saves them time.

The new site also provides a highly flexible communication portal for security information to be shared amongst participating hotel managers, much as one shares information on a social networking site such as Facebook. In addition, information about crime is uploaded by the Metropolitan Police on a real time basis and also sent out to users by email. The plan is to develop the system for the whole of the UK, with bespoke portals for cities and hotel groups using the same system, such as Birmingham Hotel Watch, Holiday Inn Watch or Portsmouth Hotel Watch.

For this reason, the Institute of Hospitality, the industry’s professional

body, is encouraging all of its hotel managers to sign up to London Hotel Watch. It is a very quick, easy and completely cost-free process. Once your registration has been authorised, you will be able to share information about crime and security matters in your area with your peers. You will also receive intelligence updates from the Metropolitan Police. Although these may not be immediately relevant to you, if you operate outside London, once use of London Hotel Watch spreads beyond the capital, it is anticipated that more UK regional police forces will use this valuable time-saving website. As a hotel manager, you can also help by bringing the website to the attention of your local police liaison officer.

Interestingly, Simon Gordon, the founding director of Face Watch, is from a hospitality background himself. Simon is the owner of two restaurants and wine bars: Gordon’s in London and Stokes in Hampshire. With the incidents of bag theft and pick-pocketing increasing in the London bars, he realised he could help reduce this low-level crime by assisting the police in collecting the relevant CCTV evidence and delivering it directly to the police team responsible for this crime in his location. The internet was the simple answer. Since then Face Watch has grown into one of the UK’s leading crime reporting and deterrent systems for shops, bars, restaurants, and now hotels. For further information go to www.londonhotelwatch.co.uk and www.facewatch.co.uk

The national and global nature of criminal activity means that

a greater level of knowledge-sharing can only be beneficial

in the fight against crime


18 Front of house

FroNt of HoUsE

to let their imaginations run wild in a series of theatrically-themed bedrooms.

The Cleopatra Suite is adorned with Egyptian-style furniture and fabrics and features an open-plan, sunken, aqua massage bath, while a pine cabin offers guests a private, woodland style garden and decking; hot tub and sauna with superb views; and a taste of the American west, complete with log-burning stove. Then there’s the jungle décor in the Tarzan and Jane room; imitation furs and a Bedrock-style interior in the Flinstones room; and the Neptune Suite with its feature round oyster bed and bright blue hues evoking the feel of the beach and the open sea. In total there are 17 themed bedrooms with others inspired by the Swiss Alps, ancient

Egypt and the romance of Paris and while children may love the thought of spending a night with James Bond or Barney Rubble, the hotel only caters for an adult clientele.

Will has owned the Windermere boutique hotel for over 23 years but when he purchased another business nearby he felt the time had come to offer something a little different. He renamed the lodge after the Greek goddess of love and embarked on the extravagant refurbishment. He says: “Our idea was that Aphrodite’s would inject a bit of real fun into visiting the Lake District while still keeping quality of standards high.” Traditionalists may question why he took a former country house hotel and transformed it into what some would see as a Lake District theme park but it appears that this has proved to be a very shrewd move, as Will adds: “The number of repeat visitors we get, some of whom are working their way around all of our themed rooms, I think indicates that we all enjoy a bit of fantasy in our lives.”

No expense was spared on what turned out to be a £1 million overhaul of the property with all furnishings, fittings and décor in each of the rooms completed to a

R unning a hotel in one of the UK’s most popular and well-loved tourist

destinations cannot be easy – over 15 million visitors head to the Lake District each year and are spoilt for choice when deciding where to stay, from star-rated hotels and cosy farm cottages to the latest in luxury glamping. The challenge for many is how to make your property stand out from the crowd and appeal to guests?

Husband-and-wife team Will and Lyn Howarth seem to have found the answer at the Aphrodites Lodge – a boutique-style hotel situated in one of the most sought after areas in the Lake District, Bowness-on-Windermere. Perched at the top of Longtail Hill, on the fringes of this pretty village, this secluded hideaway allows guests

Husband and wife team Will and Lyn Howarth’s boutique hotel in the Lake District features theatrically-themed bedrooms where guests can let their imagination run wild

This secluded hideaway allows guests to let their imaginations run wild

in a series of theatrically-themed bedrooms

19


Front of house

very high standard, from hand-carved four poster beds and underfloor heating, to the luxurious bathrooms – most rooms have an indulgent two-person spa massage bath and in some cases, a private hot tub as well. The couple have also recently opened a new spa and pool facility offering a wide range of rejuvenating and relaxing beauty treatments, a sauna, steam room, relaxation pool and exercise area.

Although it’s the fun element that keeps guests coming back for more, both Will and Lyn looked beyond the lavish décor and have introduced an impressive array of environmentally-friendly features. The hotel has a biomass boiler fuelled by woodchip and a water-harvesting system to flush the toilets which utilises rainwater. The couple are also proud to run a carbon-neutral property, which means they do not use any fossil fuels to provide heating and electricity. They also serve organic and locally-sourced food wherever possible to cut down their carbon footprint and support local farmers and suppliers.

As well as raising a few eyebrows in the lakeland town of Bowness, the hotel also attracted a great deal of interest when Will and Lyn appeared on Channel 4’s programme Four in a Bed earlier in the year. After the screening of the half hour episode the couple were inundated with calls and with over £5,000 worth of bookings taken in just one night. Will says: “The phones started ringing immediately the programme finished and when we checked our website the following day, it had already received more than 9,000 hits. In fact we had to find a new server for the site, as it was in danger of crashing with the volume of visitors trying to make online bookings.” Will had hoped that appearing on the show would not only highlight the hotel but also benefit tourism in the Lake District. He explains: “We were naturally delighted at the reaction to our television debut and hoped it would also send out the message that Cumbria has a lot more variety than mountains and mint cake.”

Cumbria has a lot more variety than mountains and mint cake


21


Food and drink

Serving up the latest ideas from the food and drinks sector

Fresh tHiNkiNg � Atlantic Foods’ Go On range of mini desserts is being re-launched with the addition of

a number of new products. From brownies and doughnuts, to pancakes and mini shots, the range will cater for all ages and appetites. Among the new launches is a trio of shots: lemon cheesecake, trio of chocolate and raspberry panna cotta. The lemon cheesecake combines crunchy ginger biscuit crumbs with a zesty, lemon sauce, covered with a light, white chocolate

and lemon mousse and sprinkled with a lemon sugar crunch. The trio of chocolate has layers of dark and milk chocolate mousse combined with a dark chocolate sauce and finished with decadent white chocolate flakes. Lastly comes the raspberry panna cotta shot, a rich combination of scrumptious raspberries, indulgent white chocolate and whipped cream, interleaved with a tangy raspberry sauce and topped off with a whole juicy raspberry. They are supplied frozen in cases of 30 and each shot contains a 66 millilitre serving.Information: 01252 846 500 or www.atlanticfoods.co.uk

p The latest addition to the Lamb Weston potato range, CrissCuts Snackstyle are thinly cut from whole potatoes offering a lighter, crispier texture that is ideal for sharing, snacking or enjoying as a main meal accompaniment. They are available in three tempting flavours – Original Seasoned, Mild Salsa & Herbs, or Five Spices – and can be served with salsa, sour cream and guacamole for a great alternative to nachos or alongside burgers, steak or fish as a tasty side order to main meals. The company says: “Being thinner, CrissCuts Snackstyle has the added benefits of a longer hold time and less waste than traditional chips, thus creating a higher profit margin per portion. Their unique shape also provides a higher plate coverage, creating up to a 47 per cent higher yield.”Information: 0800 963 962 or visit www.lambwestonmeijer.nl

� Gluten-free food company, Genius Foods, has launched an extended range and service delivery enabling outlets of any size to

provide a gluten-free offering to their customers. With minimum orders of just one case, businesses can capitalise on this growing market and the company can also help outlets new to gluten-free with access to food standards guidelines on

how to retain product integrity. Roz Cuschieri, chief executive of

Genius, said: “Food outlets such as restaurants and hotels are missing out on hundreds of millions of pounds of business by failing to meet the requirements of the coeliac community and others who prefer to avoid eating gluten as a lifestyle choice.” The full range of products supplied by Genius’ Foodservice division includes sliced and unsliced white, brown and seeded bread, pitta bread, naan bread, pancakes, fruit loaf, teacakes and mince pies (seasonal). Information: 0845 874 4000 or [email protected]

� Following on from the revival of National Tea Week, boutique tea brand Bellevue continues to get everyone to widen their tea horizons and try different varieties. From the healing and hayfever-prevention powers of Rooibos to the soothing and fragrant Darjeeling or flavonoid-rich Green, there is a variety to suit every taste. With over 30 years’ experience in the industry, tea expert Mike Jones of Bellevue wants to get the great British public more enthused about their morning cuppa or afternoon tea break. “Tea consumers tend to stay loyal to a particular brew. We would like to encourage them to take the opportunity to try something new from the vast range of teas which are now available.” The company’s own range of teas includes classics such as Ceylon, Earl Grey and Breakfast alongside Sencha Green tea from Sri Lanka and Peppermint, renowned for its refreshing and calming properties.Information: www.bellevue-tea.com


22 Signature menu

D ave Watts trained under Raymond Blanc and Gary Jones at Le

Manoir aux Quats’ Saisons before taking the helm at Hurst House in Wales. He has now joined the Cotswold House Hotel as head chef, where he takes responsibility for both of the luxury hotel’s refurbished on-site restaurants the Dining Room and the Cotswold Grill. At the heart of both restaurants is Dave’s passion for seasonal, simple, sustainable and responsible food. He describes his modern British food as ‘rustic neat’ – allowing the quality of the ingredients to speak for themselves through natural shapes and textures.

Dave Watts, new head chef at the Cotswold House Hotel, Chipping Campden

diNiNg oUt WitH…

23


Chocolate, pistachio and sorrelThe combination of chocolate and pistachio is not unique but adding the herb element (sorrel) makes it very different. Both the chocolate and pistachio are quite sweet in this dish and need the bitterness of sorrel to cut through that cloying sweetness. The sorrel is in two elements – a granita and red vein sorrel leaves. I also use sweet cicely and rhubarb, or fennel and pear in dishes, which have the same effect and help to tone down and lift other sweet ingredients.

Squab pigeon, beetroot, shallots and quinoaThis dish is based around a corn-fed French farmed pigeon, which has a subtle, less gamey flavour, so it works well with the earthy taste of the beetroot and the sweetness of the quinoa, the shoots and sprouts. The shallot puree and caramelised shallot bells bring a sweet onion acidity to the dish. I chargrill the leg to give it a smokey bitterness through the carbonisation and finish with a bittersweet Madeira jus, which rounds and combines the flavours of the dish.

Signature menu

Tomato, black olive, pine nuts and basilFor this dish I chose Brittany Heirloom tomatoes because of the wonderful difference in varieties of texture, colour and flavour they have – from the super-sweet San Mazzano to the firmer, more acidic Zebra. Tomatoes were made to go with black olives and basil and this makes a perfect summery dish, bursting with flavour. We also put a rapeseed emulsion on the plate. It’s made from Cotswold Gold rapeseed oil, which not only happens to be local, but is coincidentally the best, most rounded rapeseed oil on the market.


25


Comment

I previously got you thinking about de-cluttering and now it’s time to put yourself in the shoes of a guest. This is to test how

convenient a stay within your hotel actually is. I challenge you to become your own guest, stay the night in your hotel and see what you notice. Understanding how inconvenient certain things might be will show you what you can change.

Recently I became a ‘mystery shopper’ at a hotel. From the minute I walked in, it was apparent that no-one had considered the convenience of the customer. The door entry at reception actually opened onto a table, which if you had two suitcases would have meant you had to enter sideways. This shows a complete lack of thought about the customer journey. How easy is it to be a guest these days? It’s worth thinking about.

Easy-to use technology in the room (if applicable to your guest profile) will improve your guest experience. It’s actually really cheap to put Wi-Fi in your property but make it accessible, simple and free if you can. The big chains are under fire for having some of the most expensive guest charges in the world for Wi-Fi. In some airport executive lounges and some of the well known chains, the steps before you actually log on are often over-complex and long-winded. Making it simple goes a long way.

Entertainment hubs in the guest bedrooms are probably not necessary for many of you, but perhaps offer guests international plug adapters or a charging point for laptops, ebook readers and mobile phones in the room to make their stay easier. If you do provide multi-channel TV and DVD facilities, choose a non-confusing interface and remote. The six-second rule says if you cannot figure out how to use the technology in a guest room in six seconds, your guests will not want to use it.

How user-friendly is the room itself? Does the light switch work as you walk through the door? In another hotel I visited, I walked in groping in the dark to find the switch located behind the door. Of course, turning the door around would have solved this but why is it always guests that have to point these annoyances out?

A mirror is pointless unless it is near a plug socket – for a woman this scenario is an impossible situation. I’ve also seen many mirrors in alcoves where you

MArkEtiNg MAttErsIn this month’s column, Angie Petkovic asks you to put yourself in your guests’ shoes and see things from their perspective

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

can’t stand back – these are no use to anyone. It’s great to have hairdryers and if they are not available in every room, state on your website that guests can ask for one. When it comes to lamps, simply having one by the side of the bed isn’t the end of the story. I once stayed in a hotel where two little supermarket value lamps were positioned on tables either side of a large four poster bed – reading a book or seeing across the room would have been impossible!

I’ve also seen a TV mounted near the ceiling with no remote. If I hadn’t been as tall as I am, I would never have managed to have turned it on. The crick in my neck from watching it for 10 minutes made me switch it off!

In your bathroom you need the shelf near the mirror and washbasin. Having no shelf to put hairspray, shaving foam and glasses on can make a stay infuriatingly awkward. Have a look around and see if there is a shaver point or adapter and is the lighting good? A single light bulb with a cheap lampshade is not suitable in any bathroom. I am shocked at the number of hotel bathrooms with no lavatory brushes. Least said but you get my point!

Micro fit-for-purpose kettles also drive me mad. I don’t understand why you have a nice cup, a beautiful room and the kettle conveying completely the wrong image. There is also no excuse for a broken remote, light bulb or lamp. A hook to hang a dressing gown on the back of a door is a must.

How easy is it for your guests to obtain knowledge about their stay? Most guests do not want to feel that they are a nuisance and

will rely on a handbook in their room offering information on where to visit; a sample menu; the facilities available; and a list of things they might need that they have forgotten or run short of such as an iron, an adaptor plug, shoe cleaning, fresh milk for tea, indigestion remedies or toothpaste. This list will not only make the customer journey easier, it will make you feel that you have gone over and above the level of service you offer. It might also mean that the high chair provided or the availability of a courtesy area to dry clothes might be the winning element that makes them recommend you to others.

Enjoy your stay, but prepare to be surprised and act on it….

The six-second rule says if you cannot figure out how to use the technology in a guest

room in six seconds, your guests will not want to use it




28 Inspiring ideas

The transparency extends guests’ views of the natural beauty of the landscape, giving them a real sense of being among the elements – a place at ease with itself and its surroundings.

The majority of the materials used on the floors, walls and built-in features have been locally sourced. Rustic sawn floorboards, Cornish granite cobbles, handmade tiles and natural slates have been used to create authenticity.

The lighting ranges from industrial marine-influenced fixtures in weathered brass and copper, to modern, homely touches such as elegant angle poise, ceramic and driftwood table lamps.

Traditional influences in chairs and sofas are given a modern twist either in the shape, scale or fabric chosen to upholster them. This reinforces the feeling of comfort whilst adding character.

Guests can tailor the space to their mood and the things that they would most like to do, whether they want a hideaway, a social hub, a place for a snack or a snooze spot.

idEAsInspiring

Customer experience design company Household has created a

new ‘active relaxation’ experience at North Cornwall’s surfers’ paradise

spot, the Watergate Bay Hotel. Wanting to steer away from the

typically formal, clinical and sterile spa offerings, the company sought to present a relaxed, warm, lived-in and sustainable space where sea and the hotel’s stylish rooms merge

29


Inspiring ideas

Watergate Bay HotelSet on its own spectacular surfing beach on the North Cornwall coast, the Watergate Bay Hotel has earned a reputation as one of the ‘must visit’ coastal destinations in the UK. Laid-back living and great places to eat and drink mix with exhilarating beach sports, in a distillation of the best the country has to offer. www.watergatebay.co.uk

The breathtaking bay is a key feature of the hotel. To maximise its impact, Household has created a sense of play between the interior and exterior environments, bringing the outside in, and the inside out.

Earthy tones, oyster grey, stone, porcelain and misty blue perfectly echo Watergate Bay’s natural landscape.

The design embodies the quirky charm and character that guests expect from modern beach living, while personal touches and thoughtful design details ensure guests feel right at home.


30 Inspiring ideas

The large willow screens balanced with the clean lines of glass panels offer spectacular views of the beach and provide guests with shelter from the elements.

Large day beds and brightly coloured cushions invite guests to chill-out and relax.

A wooden boardwalk takes you straight down to the beach and past a cedar-wood hot tub.

Bespoke pieces including the fitted carpentry and the hardwood changing and outdoor furniture were made by Rozen, a local Cornish contractor.

Bright accents such as sunshine yellow, indigo blues, turquoise and red are taken from deck chairs and beach huts.

The colour palette was inspired by the location of the hotel.

31


Inspiring ideas

Blue timber deck chairs have been selected to add a quirky touch.

From the sliding doors to the oversized skylights, the pool area has been designed so that light floods in.

Household DesignHousehold is an independent, London-based, international retail design consultancy, focused on creating customer journey experiences from the high street to the high-end. Clients include Christian Louboutin, the Conran Shop, Soho House Group and the Watergate Bay Hotel. www.household-design.com

The picture window and the pool’s infinity end create the feeling of the water blending into the sea, blurring the boundaries even further.

Photographs © Kirstin Prisk


32 Comment

Inheriting a family-owned hotel accounts for a large number of today’s operators and a few of them have gone on to develop

their businesses with even greater aplomb than their forebears

WHY bECoME AN HotEliEr?Peter Hancock looks at what it takes to become a successful hotelier

and reveals why he is not in the market for a star-rated property

W hat is it that compels a sane, intelligent person with a variety of

useful skills to want to own a hotel? Let’s face it there are easier ways to make a living, as we all know. Having observed good and bad hoteliers at close quarters throughout my working life, I continue to be surprised by this strange career choice, given the endless pitfalls it offers to all but the most successful.

For some, the die is cast before they are out of nappies. Inheriting a family-owned hotel accounts for a large number of today’s operators and a few of them have gone on to

develop their businesses with even greater aplomb than their forebears. Hotel-keeping is in their blood. It’s what they were destined to do and they infect everyone who works for them with their passion for delivering great hospitality.

The majority of hotel owners, however, have come into the business for other reasons; many having acquired the necessary capital through success in a completely unrelated field. What possesses them to risk all when they could opt for a quiet life playing the stock market or growing orchids?

Dalhousie Castle

33


One possible answer is the prospect of asset appreciation which, in good times, puts a safety blanket under any hotel enterprise that makes some profit or sits on a desirable plot. Bricks and mortar have long been seen as a safe investment, with a profitable business the icing on the cake. That must have been the view of the banks which lent to von Essen during the late 1990s; the error of which has now come back to haunt them.

Owning a hotel offers the prospect of a degree of freedom denied to those of us who work as employees; the freedom to arrange things in one’s own way, to express one’s personality in the décor, to create a menu like no other and best of all to have no boss to answer to (husband and wife partnerships may dispute that last bit). The point is that an owner is master of his or her destiny in a way that no company executive could hope to be.

A third category is perhaps represented by those who genuinely believe that operating a hotel is an absolute doddle and will be far more relaxing than the work they have done hitherto. That such people exist is a tribute to good hoteliers everywhere who manage to make it look so easy. My friend Harry Murray, now chairman of Lucknam Park in Wiltshire, told me that as general manager at the Imperial in Torquay during its golden years, he was frequently accosted by guests who wanted their sons to emulate him and run large hotels themselves.

All they had witnessed, of course, was Harry in his dinner suit calmly gliding around the place smiling and chatting with guests.

What they had not seen was the intense work and stress behind the scenes; the unreliable staff who had to be

sacked; the broken boiler that had to be replaced pronto; the cancelled group booking leaving a hole in the finances; the stroppy chef refusing to accede to a bride’s eccentric choice of food; a local competitor dropping its rates unexpectedly; a mad

dash to complete some refurbishment or repairs before the rooms are occupied; and

endless similar challenges.In this respect I believe the

hotel trade is akin to the world of show-business.

What the customer sees, if the ‘performance’ is done well, masks a whole lot of stress off stage, from casting to rehearsals, with plenty

of tears along the way. It looks easy enough to fool the thousands who audition for the X-Factor

into thinking they can sing or dance their way to stardom too. As we know, most can’t.

Comment

Peter Hancock FIH FTS is chief executive of Pride of Britain Hotels, a consortium of 43 luxury independent hotels throughout the UK and the official hotel partner to the National Trust (prideofbritainhotels.com). Peter is also a professional after-dinner speaker and event host and belongs to several hospitality industry bodies.

If there is one quality that great hoteliers share, it is the ability to see the big picture; to get out and notice what others are doing; to be engaged with the wider industry; and thereby to keep their own business evolving. Those who make themselves indispensable in the office or kitchen or behind the bar tend to stagnate – they wear themselves out and do not see opportunities to improve their business. This can happen very easily, especially when trying to keep the payroll down, to the point when the owner hasn’t time to plan ahead, let alone to go out and find new inspiration. Remember, it was as a customer that the concept of becoming an hotelier was first formed, so it follows that the next good idea might also be gleaned while staying as a customer elsewhere.

By far the best reason for owning or indeed working in a hotel is to do with one’s personality. Liking people and wanting to please them comes naturally to some. You can see it in their expressions when greeting guests – they actually take pleasure from providing hospitality and delight in hearing positive comments, rather as a performer delights in hearing applause. Almost no other industry provides this.

There now follows a confession. I am often asked by friends and associates whether I would ever aspire to own a hotel myself. After all, years as both a manager and marketing man would seem to be the ideal preparation for such a move and I have been lucky enough to watch some of the best in the business, so I know a fair amount about what it takes to succeed. The truth is that I lack the entrepreneurial fearlessness required, quite apart from the small difficulty of persuading my wife we should borrow a seven-figure sum. The willingness to take risks is ultimately what separates owners from the rest of us and always will.

If there is one quality that great hoteliers share, it is the ability to see the

big picture; to get out and notice what

others are doing; to be engaged with the wider industry;

and thereby to keep their own

business evolving

Hotel EndsleighAlex Polizzi

34 Guest room special

rooM For MANoEUvrE

W hether someone spends a week at your hotel or simply has an overnight stay, one of the key areas that will

influence opinion about the property is the guest room. This still remains at the heart of the overall experience and there are certain minimum requirements that people will expect such as a comfortable, clean bed; reliable temperature control; good lighting and a sense of security. However it the transformation of a simple stay into an experience that will remain in the guest’s mind and bring repeat bookings and this does not have to be achieved by equipping rooms with the latest plasma TVs, sunken baths or gilded fittings.

Trent Walsh managing director of the London-based Leading Quality Assurance Company has checked into some of the finest hotels in the world, so knows a thing or two about what makes the ultimate guest experience. He says that it is not just the 5-star luxury hotels that achieve good scores but also the smaller, boutique hotels. What they lack in size and facilities, they make up for in personality, creating an identity of their own and leaving an indelible imprint in the customer’s mind.

A range of ideas to make your hotel rooms more appealing to guests…


It is not just the 5-star luxury hotels that achieve good scores



Creating a strong visual statement in a guest room can easily be achieved through the furniture, and although the predominant item will always be the bed, additional pieces can be used to create interest. Managing director of Glassdomain, Graham Southall, has seen increasing demand for cutting-edge glass designs in both the commercial and consumer markets. The award-winning glass furniture business has created both bespoke one-off pieces and more complex schemes for clients such as Tune Hotels and Cucina Rustica. Graham says: “Glass is evidently a growing trend that is infiltrating the hospitality sector on an unprecedented scale, and as such, is creating modern pioneering designs to startling effect.”

He believes the increasing interest in glass furniture is attributable to its sustainability – it’s 100 per cent recyclable – and it also maintains its core stability over a wide range of temperatures, making it the ideal material to create a range of products, whether it’s side tables or shower panels. Graham also feels it is a growing market, adding: “Although the application of glass is extremely buoyant, it is clear that some of the more complex and unique designs have not hit the mainstream domestic

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45 Park Lane

Glassdomain

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36

market. This creates massive appeal to modern boutique hotels as it will enhance their exclusivity and the lavish quality on offer. Ultimately this will benefit companies like us who design and manufacture this type of exclusive luxury product.”

You can try adding textural interest and a radiant lustre to a room through the choice of fabrics. The new collection from the Accents range by Skopos includes an opulent, chenille velvet available in a choice of 27 fashion-inspired colours. The company says: “Ranging from must-have neutrals through to a rich palette of jewel-like tones, Minerva brings excitement, drama and contrast to hotel and leisure contract interior schemes. It is available as an inherent FR curtain/bedding quality with a soft drape and silken handle and as an upholstery quality, with flame retardant Crib 5 backing.

Conrad Hilton once said: “In a hotel, guests should find what they dream of at home.” It is this element of escapism that has been the mainstay of the boutique style, with rooms akin to a theatrical stage. This has led to the use of bolder fabrics and furnishings and companies have introduced increasingly innovative designs to capture the imagination.

Renowned for its unique designer style, Tuiss has drawn inspiration from some of the most iconic images in its latest collection of printed fabric Roman blinds, launched earlier this year. The company says of the new Whimsical Collection: “[It] takes simple motifs, iconic images and fanciful design fabrics and translates them into a range of 10 charming Roman blinds, which are individually distinctive but also complement one another delightfully.”

The Penny Post takes a British postage stamp motif and elevates it to an all-over design – ideal for celebrating everything British – while Cheeky Chicks, Purrfect and Bonzo Dog offer witty depictions of stylised birds, cats and dogs. Tick Tock is composed of statement period wall clocks in a classic mono black and white print and Geograph Ocean, as the name suggests, is a striking map of the world on neutral and coloured backgrounds.

Tuiss

Skopos

Blakes Hotel


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A key requirement for any guest is freshly laundered bed linen with crisp, clean white sheets not only being an aesthetic but also a hygienic requirement. Whether it’s the bathroom or the bedroom, Crescent Services specialises in providing luxury linens and textiles to the commercial market. The company’s directors have a combined experience of over 20 years in supplying high quality bedding and soft furnishings to many establishments including hospitality and healthcare organisations. It has links to global players in the textile industry and explains: “We can source cost-effective finest quality products without compromise on service. We strive to offer a wide choice of quality quilts, pillows, and mattress protectors and our bed linen is selected to provide exceptional value for money for our clients.”

Johnsons Stalbridge Linen says: “If the bed looks inviting, and the bathroom well equipped with impeccably presented towels, guests will remember their stay and hopefully return another time, which means repeat business for you and a positive lasting impression for your guests.” The company is a leading specialist supplier of linen hire and laundry services for the hospitality industry. Its premium quality, pure white bed linen and bath towels are available in a wide selection of sizes and in two ranges, the Premier and the Elite.

Soft and fluffy bathrobes also score highly with guests, according to David Hill, sales and marketing director for Stalbridge Linen. He adds: “A hotel which offers bathrobes is perceived as being at the top end of the luxury scale and it’s an added value bonus which guests appreciate and remember.”

In a bid to compete with its boutique rivals, the hotel chain JW Marriott has formed several key partnerships including the introduction of a new line of bath amenities in conjunction with Aromatherapy Associates with the aim of enhancing the guest experience. Carol Donnelly, founder and creator of the Luxmere brand of complimentary toiletries for hotels believes that guests are becoming more sophisticated in their preferences and demanding these little but significant touches as part of their hotel stay. She says: “I think they are extremely important; more and more hotels are now linking into the fact that the luxury experience is inextricably linked to emotion, so how it makes a guest feel, enriching the guest experience and meeting their psychological motivators around prestige, pampering and luxury. These psychological motivators are important for every aspect of the guest’s stay, including the little luxuries in the bathroom.”

Carol has created the Luxmere collection for many of London’s most prestigious hotels including the Ritz. Combining essential oils, minerals, plant extracts and natural, organic ingredients sourced from the west coast of Ireland, the range includes a nourishing shampoo, smoothing conditioner, body wash, body oil, handmade soap, hand wash, hand cream and candles. Carol explains the reason for the introduction of the brand: “I’m passionate about beauty products and love staying in luxury hotels so thought the natural choice would be to create a range of little luxuries for hotels. When creating Luxmere, I wanted to have a luxurious range which would feel as pleasurable next to the skin as cashmere, so I select only the finest ingredients to achieve this.”

Emma Webber, managing director at the Natural Spa Factory, says that in-room guest supplies are an essential part of any hotel’s offering. She says: “Taking it one step further and creating an own label range can be invaluable, especially if you choose to retail too! If done correctly it can be a lucrative investment and a cost effective way to extend a hotel brand, while adding to the overall guest stay.” The company can help hoteliers create their own range of branded toiletries using high quality ingredients as Emma explains: “The Natural Spa Factory believes in sourcing natural products that are innovative, often exclusive and often made in the UK. Get it right and you have a whole new marketing platform as your customers have the opportunity to use and buy goods that represent part of an experience.”

Crescent Services

Luxmere

Johnsons Stalbridge

Linen


ESSENTIAL WISDOM. ESSENTIAL OILS.The Guest Amenities Collection

exclusively available to luxury hotels

from Sysco Guest Supply Europe www.guestsupply.co.uk

May 2011 Quarter Page option 2.indd 1 27/04/2011 22:44:33



Hotel Supplies Ltd specialises in the supply of guest amenities and bedroom equipment to independent hotels. Its range of products includes hangers, bins and hairdryers; cotton room bags, air laid disposable hand towels and guest amenities. Recently it has launched a new collection of Eco-Friendly Guest Amenities, which includes a full range of luxurious amenities packaged in soft-to-the-touch, recycled plastic sachets. Products have been carefully selected using organic cotton pads, organic paper stick buds, paraben-free shaving cream and a padded nail file and buffer. The company says: “We have used our expert knowledge in the supply of guest amenities to design this range ourselves. It is a perfect solution for more environmentally-conscious hotels wanting something just that little bit different. Ideal for the most luxurious of hotels, while remaining affordable for smaller, independent hotels.”

The Artisan Spa, a company based in south Oxfordshire, has created a brand new luxury soap for the destination hotels, spas and retreats market. It has been a promising start for the company, which was launched less than eight months ago, with its soap range voted into the top five of the ‘Best New Products’ showcase at CamExpo 2011 in London within 48 hours of the product’s launch.

The company’s all-natural handmade glycerine soap has a rich, fragrant lather designed to create a sense of decadence for users. The products have been specially created without the use of synthetic fragrances or chemical enhancers and do not contain parabens or alcohol, or surfactants such as SLS/SLEs. This means that the range is not only skin friendly but also kind to the planet.

Sysco Guest Supply

Hotel Supplies Ltd

Managing director of the company, Amanda Nelson, explains that it was always her ambition to create a brand new concept in skincare. She says: “I wanted a soap that would cleanse and nourish during detox and be suitable for even sensitive skins. I am thrilled that our products are already joining more established names in this field.”

An established supplier of hotel toiletries and amenities to hotels around the world, Sysco Guest Supply Europe’s portfolio of products includes key brands such as Bvlgari, Hermes, Neutrogena, Pecksniff’s and Crabtree and Evelyn. Recently, the company added another Crabtree and Evelyn fragrance to its existing range.

Founded in 1972, Crabtree and Evelyn has a rich heritage based on the early home apothecary when fresh flowers, herbs and fruits from the gardens and orchards were distilled to make fragrant waters for the bath and soothing essences for the skin. The revitalising La Source skin care therapies are blended with restorative mineral salts and nutrient-rich seaweeds. The collection includes a pH balanced body wash, enriched with skin conditioning oat amino acids, smoothing milk proteins and marine extracts which nourish the skin, and a soothing body lotion enriched with antioxidant vitamin E and blended with soothing aloe vera.

Andrew Keating of Sysco Guest Supply Europe says: “The distinctive ocean blue packaging will grace any bathroom and

provides the perfect choice for 4-star properties looking for a classic British brand with

high consumer awareness.”

The Artisan Spa

Supplier listingThe Artisan Spa: www.theartisanspa.comCrescent Services: www.crescentservices.co.ukHotel Supplies Ltd: www.hotelsuppliesltd.co.ukGlassdomain: www.glassdomain.co.ukNatural Spa Factory: www.naturalspafactory.comJohnsons Stalbridge Linen: www.stalbridge-linen.comLuxmere: www.luxmere.co.ukSkopos: www.skoposdesignltd.comSysco Guest Supply: www.guestsupply.co.ukTuiss: www.tuiss.co.uk



42 Food safety and hygiene

With a busy summer ahead, hoteliers are under increasing pressure to ensure guests enjoy the highest standards of cleanliness and hygiene that British hotels have to offer

A ClEAN bill oF HEAltH

W ith the huge influx of visitors expected throughout 2012, the Food Standards Agency (FSA) has been working with

local authorities and businesses to increase awareness of food safety both in the run up to and during the Olympics. In conjunction with environmental health officers, the key aim has been to ensure that all food sold, cooked and eaten during the Games is safe. Sarah Appleby, head of enforcement and local authority delivery at the FSA says: “London 2012 is about celebrating everything that the UK has to offer and food is an important part of this. We have so much fantastic food to showcase to Games visitors, and we want food business owners to ensure that everything they sell is the best it can be.”

One of the companies supporting this initiative is Hygiena International, which has been supplying simple rapid test systems that provide instant information about surface cleanliness and its associated risks. The tests have assisted food law enforcement

officers in inspections by identifying hotspots and inadequate hygiene practices. The company’s hand-held SystemSURE luminometer enabled food inspectors to monitor and verify cleanliness within catering facilities by utilising an all-in-one reagent swab device to test surface hygiene.

Helen Cameron, senior environmental health practitioner of food safety for the Worcestershire Regulatory Services, says: “If a place looks clean it might not be. Swabs taken at more than one high risk business, which looked very clean and appeared to be heading for a good food hygiene rating, subsequently proved to have ATP readings. Further investigations brought to light that employees weren’t following established cleaning regimes and were re-using cloths. Without the SystemSURE, it is unlikely this issue would have been identified.”

Research has shown that cleanliness is a key factor for holidaymakers when choosing where to stay, and along with key considerations such as food quality, location and atmosphere, guests are equally concerned about the cleanliness of kitchens, cutlery and dishes, in addition to hygienic eating areas and washrooms. Emma Nourry, trade marketing manager at Georgia-Pacific for the Lotus Professional range says: “When selecting hygiene, food service and wiping solutions for hotels, facilities managers not only have to consider the hygienic and practical implications of their product choices, but also how they

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Food safety and hygiene

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look and feel. In any hotel, it is important that everything a guest touches, sees and smells exceeds their expectations, from napkin presentation to the softness of handtowels.”

Lotus Professional offers a range of products to enable cleaning and catering staff to prepare food hygienically and run their operations as efficiently as possible. This includes the JustOne counter top and table top dispensers, a single sheet dispensing system which ensures that users only touch the napkin they need, reducing the risk of contamination by dust and germs. A consumption study conducted last year by the Market Observer Company (MOC) also showed: “The single sheet dispensing system reduces usage by up to 30 per cent, requiring fewer refills and less maintenance when compared to a counterfold dispenser.”

For hand washing and drying, the enMotion range integrates touchless technology into foam soap, sanitiser and paper towel dispensers for exceptional hygiene. Limiting usage through single dose dispensing, the foam soap dispenser comes complete with a new pump with every refill, ensuring optimum hygiene. When drying hands, the enMotion paper towel dispenser eliminates the need for dispenser contact, ensuring germs cannot spread from user to user during the hand drying process.

The Lotus Professional product range also helps kitchen staff prepare food hygienically and includes the Reflex wiper dispenser, a multi-purpose solution, ideal for a busy kitchen environment. It is quick and easy to use and limits dispenser contact for improved hygiene. The company has also introduced the Impact Performance Wipers as a replacement to traditional textile cloths. Low linting, they are made with 100 per cent natural fibres, are highly absorbent and can be used for wiping cutlery and glasses.

Ben Milligan, an environmental health officer from the London Borough of Tower Hamlets, says: “From my regular conversations with food businesses around east London, I know the Games are seen as a real opportunity in terms of business and profits. At the same time, having to serve more people than normal can create situations that don’t arise under normal circumstances, such as the need to produce and store lots of food in advance.”

With the anticipated jump in visitor numbers, hotel and restaurant owners are being urged to ensure that in their bid

to achieve a fast table service, the health of customers is not jeopardised by poor food safety standards. As TME Ltd explains, “as always, correct food temperatures are an essential component of food safety in the hospitality sector, but it won’t come without its frustrations for those at the sharp end of the hotel and restaurant trade.” Building on its trademark robust encapsulated handle design, TME’s newest innovation is ThermaSprint technology, which “combines speed and strength to produce faster results than ever before.”

Catering thermometer designer Tom Sensier says: “There’s nothing more frustrating than a thermometer which takes ages to come up to temperature – or worse still – when the needle breaks off in your hand, and has to be constantly replaced. That’s why TME has improved its design to overcome this problem.” The new manufacturing method has produced a three second response time, which the company says is up to 10 times faster than the competition. It also comes with TME’s wide range of ‘plug-in’ needle probes compatible with its IP67 waterproof MM2000 thermometer, suitable for all areas of the professional

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44 Food safety and hygiene

Supplier listingElectronic Temperature Instruments (ETI) Ltd: www.thermometer.co.ukFood Equipment Marketing (FEM): www.foodequipment.comHygiene International: www.hygieneinternational.co.inLotus Professional: www.lotusprofessional.co.ukTME Ltd: www.tmelectronics.co.uk

kitchen, from delivery of food, right through to storage, preparation and cooking.

The Therma 20 thermistor thermometer from Electronic Temperature Instruments (ETI) Ltd has been specifically designed for use in the catering and food production industries with HACCP, due diligence and health and safety procedures in mind. The ergonomic case includes a ‘Biomaster’ additive, which reduces bacterial growth.

The Therma 20 displays temperature over the range of -39.9 to 149.9 °C with a high system accuracy of ±0.4 °C. This handheld thermometer can be used in low ambient working temperatures down to -20 °C, which meets the requirements of the European Standard EN13485 for temperature monitoring of quick frozen foods.

The low battery consumption electronics are powered by three AAA batteries, giving the instrument exceptional battery life of a minimum of five years. The auto power-off facility turns the Therma 20 thermometer off after 10 minutes.

In addition to issues of food safety, hospitality businesses are becoming more liable for food allergen incidents and with an increased prevalence of food allergies, extra care is needed to protect customers and their reputations. In reponse to this, Foodservice Equipment Marketing (FEM) has introduced the San Jamar Allergen Saf-T-Zone System, which the company describes as “a simple but effective approach to safe food preparation.”

The kit includes a purple cutting board and purple-handled tools including 12-inch stainless steel tongs, commercial grade chef ’s knife and high temperature, angled nylon turner. All of the tools and the board securely snap into a matching purple case, which keeps the equipment separate from other equipment and allergens. The kit can be used as a portable safe prep area when a customer with food allergies comes in, to avoid cross-contamination, and the cutting board is also embossed with warnings of the main eight food allergens.





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Barry Perrin

The company has produced a range of lighting designed to address this issue, with the SuperNova range not only achieving directional light output and colour comparable to that of a 50 watt halogen lamp, but also consuming 80 per cent less power. David also adds that the combination of a seven year warranty and a fit-and-forget convenience of 60,000 hours’ operation is of great benefit. He explains: “This can be invaluable in large scale installations with high footfall and 24-hour operations such as large hotel lobbies. In such applications, making time for maintenance is challenging and disruptive.”

The company also felt that one of the biggest blocks to the widespread adoption of LED lamps to replace halogen in commercial applications to date has been capital cost. Dali Lighting therefore offers a scheme where customers can install LED lighting with no upfront cost and pay for the lamps on a monthly basis. As David concludes, “this can effectively be done for free by utilising the money saved on energy bills on an ongoing basis. After a pre-determined period, payments cease and the customer owns the lamps outright, allowing them to continue to enjoy the full 80 per cent reduction in their energy bills over the guaranteed minimum lamp life of seven years.”

Healthcare, lifestyle and lighting company Philips says: “The hospitality industry is one of the sectors with the largest energy savings potential. Today, LED technology holds tremendous potential to conserve energy on a global scale.” The company has

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The buzzword in the lighting sector is LED, with increasing numbers of businesses looking to replace halogen lamps to reduce their carbon footprint, make substantial cost savings and

support European objectives to increase efficiency and reduce global energy consumption

A ccording to IBISWorld’s Lighting Equipment Manufacturing market research report of April 2012,

two key trends are shaping the lighting market: the need for energy efficiency and the emergence of LED lighting.

David Eeles of Dali Lighting says that as energy costs continue to rise and the need to reduce electricity consumption from an environmental standpoint grows ever greater, LED is a sensible and viable alternative to lighting in places such as public buildings and hotels.

He adds: “One of the targets stipulated in the European Commission’s 2008 package to address climate change was a 20 per cent cut in energy usage by the year 2020. LED lighting offers a typical 80 per cent reduction in power consumption versus widely-used halogen lighting.” He believes that hoteliers switching from halogen to LED lighting will not only save money, but also reduce their carbon footprint and support European objectives to increase efficiency and reduce global energy consumption.

He explains that many businesses have been slow to make the switch from halogen to LED for a number of reasons, including lack of availability and true like-for-like replacements. He says: “Although there are a number of relatively low cost, so-called direct halogen replacement LEDs on the market, they frequently fall well short of matching halogen and represent a disappointing and unsatisfactory technical and commercial way to transition to LED lighting.”

lightingCHECk

OUT...

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worked with many prestigious hotels around the world, helping hoteliers switch to the new generation of lighting.

One of the leading hotels of the world, the 5-star Hotel Botanico, wanted to remove all the dichroic bulbs in the property. The hotel management – conscious of the savings potential of using new technologies – wanted to undertake a mass replacement of more than 6,000 light points of this operation in the hotel in order to minimise its energy and operating costs.

All of the bulbs were replaced with Philips MASTER LEDspot MV GU10 7W throughout, including the corridors, rooms, meeting rooms and foyer. As Philips explains, “the change has resulted in a reduction in energy consumption of more than 85 per cent for each replaced light fitting, and the additional benefits of the changeover include virtually zero maintenance (the new lamps have an operating life of 40,000 hours, compared with 2,000 hours for the dichroic halogen bulbs) and a reduction in the amount of heat generated, which directly affects the use of air conditioning.”

The Swan LED desk lamp from Barry Perrin also has a long life, as well as UV-free output and mercury-free production, which means it clearly conforms to the current energy efficient and eco-friendly market trends. The elegant design allows users to adjust the brightness with a simple contact memory button and features a colour-rendering index above Ra80 to reflect the natural colours of surrounding objects. The patented V-CUT filter gives a warm, anti-glare, daylight colour temperature of 6,500K, which is ideal for reading and 1,300 Lux at 35 centimetres for more detailed work. The desk lamp also scooped the 2011 ‘iF’ Design Gold Award in Frankfurt, for its “elegant appearance and innovative user-orientation design which reduces eye-strain.”

For hotels looking to improve existing light fixtures rather than undertake a major replacement programme, German lamp manufacturer BLV has increased the life of its MR16 Ultralife Dichroic lamp to an impressive 18,000 hours’ lifetime. The company has been aiming to achieve optimum lamp performance on the Ultralife MR16 product range and believes “they offer a

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Supplier listingBarry Perrin: www.barryperrin.com • BLV: www.blv-licht.deChelsom: www.chelsom.co.uk • Dali Lighting: www.dalilite.com/get-turned-onPhilips: www.philips.co.uk

real alternative to LED MR16 retrofit lamps at a fraction of the cost.” The Ultralife lamp is a retrofit for existing downlighters and is ideal for those high-to-reach fittings and also to maintain areas such as lobbies, hallways, corridors and bedrooms – all the places where you want to fit-and-forget about continued maintenance costs over the lifetime of the lamps.

The age and history of a hotel need not be a block to the adoption of modern lighting technology as lighting designer and manufacturer Chelsom proved when it worked on the recent refurbishment of the Savoy. This iconic hotel was in fact one of the first hotels to offer guests electric lighting in 1889 and Chelsom was keen to use installations which preserved the hotel’s illustrious past and utilised the latest technology.

The original brass Art Deco pendants suspended within the lobby were carefully cleaned and restored before being fitted with high output 150 watt halogen lamps and emergency LEDs to cast bright light onto the heavily-corniced ceiling and create a subtle downlight into the highly polished floor tiles. The bedrooms were equipped with an eclectic mix of table lamps, desklights and reading lighting from the Chelsom range. Brass swing arm reading lights and Bohemian hand-cut crystal chandeliers hang from the ceilings in the traditional guestrooms while the Deco rooms feature 1920s inspired nightstands and state-of-the-art LED cone head reading lights in the headboards.

B L V

Chelsom, The Savoy lobby

Philips, Hotel Botanica lobby

Dali Lighting


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Hotel Owner Magazine July 2012