3 01 e 2 ise h ch T an rt Fr po Re

Pla ying for Keeps Finding the right franchise

0 is the ultimate score 7 4 3 6 0 0 4 #

T N

E RED-CARPET M E E

R SERVICE G

A +

S Welcoming the influx of E L A

S Chinese travellers translates

T

C into tourism dollars U D O R P

L I A M

N STATE OF O I T

A THE UNION C I L

B The unionization U P

N debate heats up A I D A N A

C hoteliermagazine.com STRENGTH TO BUILD ON When you give guests a great experience, they return again and again. Our nine distinct lifestyle brands, powered by a global booking platform and the award-winning Starwood Preferred Guest® loyalty program, enable us to capture the hearts and devotion of our guests like no other in the industry – giving you a competitive advantage to build on.

STARWOODHOTELS.COM/DEVELOPMENT 203 964 4468

HOTELS FROM LEFT FOUR POINTS BY SHERATON CALGARY AIRPORT, CANADA // ALOFT MONTREAL AIRPORT, CANADA THE WESTIN WALL CENTRE, VANCOUVER AIRPORT, CANADA

©2012 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. Preferred Guest, Aloft, Element, Four Points, Le Méridien, Sheraton, St. Regis, The Luxury Collection, W, Westin and their logos are the trademarks of Starwood Hotels & Resorts Worldwide, Inc., or its af liates.

Volume 25, Number 1 // January/February 2013 Cont ents

Features

8 CELEBRATING THE 2012 PINNACLE AWARDS

10 FLYING HIGH Hoteliers have myriad options to consider when Scan to view deciding which flag to fly our website By Laura Pratt

15 THE FRANCHISE REPORT

32 ROLLING OUT THE RED CARPET The growth in Chinese tourism puts a spin on hospitality By Denise Deveau

37 ROOMS WITH A VIEW From luxury brands to local boutique hotels, guestrooms are morphing into reflections of the surrounding terrain and social milieu By Denise Deveau

42 THE GREAT DIVIDE How unionization and diversity are affecting Departments the work environment at Canadian hotels N

A By Lisa Van de Ven G

I 2 EDITOR’S PAGE L L U M

T E

R 45 PUSH AND PULL 3 CHECKING IN A G

R Hoteliers are finding a balance between A M upgrading in-room entertainment and integrating Y 48 HOTELIER: B

D customer devices Keith Simmonds, E H

P By Warren Markwart Great Wolf Lodge, A R

G Niagara Falls, Ont. O T O

H ON THE COVER: (l to r ) Scott T. Duff, Starwood Hotels and Resorts; P

R

E Vinnie Patel, Northampton Group Inc.; and Deepak Ruparell, Silver Hotel Group V O C hoteliermagazine.com JANUARY/FEBRUARY 2013 HOTELIER 1 EDITOR’S PAGE MOVING FORWARD ast year started on a positive note, with great expectations the economy was on a fast track to recovery; but MITCH KOSTUCH | PRESIDENT & L GROUP PUBLISHER the year ended on a low note as the hotel in - [email protected]

dustry was put under the microscope for its ROSANNA CAIRA | EDITOR & PUBLISHER lack of cleanliness. In between, there were rcaira@ kostuchmedia.com mergers, acquisitions, new brand launches, a DAVID HEATH | ART DIRECTOR slate of new luxury hotel openings, union dheath@ kostuchmedia.com strife, and a range of new technologies com - BRIANNE BINELLI | ASSOCIATE EDITOR bbinelli@ kostuchmedia.com ing to market, which will continue to ADRIAN BELL | ASSOCIATE EDITOR abell@ kostuchmedia.com change the way operators run their business - JACKIE SLOAT-SPENCER | ASSISTANT EDITOR jsloat-spencer@ kostuchmedia.com es and consumers book their travel. SHARON TINDYEBWA | EDITORIAL INTERN Through the ebb and flow of such devel - stindyebwa@ kostuchmedia.com opments, the hotel world never stands still, not even for a minute. MAYA TCHERNINA | WEB COMMUNICATIONS SPECIALIST Now as we turn the page on a new year, eager to leave the doldrums of mtchernina@ kostuchmedia.com the past four years firmly behind us, the industry hopes true recovery is DEREK RAE | PRODUCTION closely within our grasp, and we are poised to return to halcyon days, MANAGER albeit it, perhaps slower than we would like. drae@ kostuchmedia.com BRENDA JAMES | SALES & MARKETING MANAGER According to statistics from PKF Consulting, 2013 is expected to be bjames@ kostuchmedia.com solid, although not exceptional, with the national occupancy rate project - JIM KOSTUCH | DIRECTOR ed to grow marginally to 63 per cent, from 62 per cent the year earlier, jkostuch@ kostuchmedia.com

while ADR is forecast to hit $132, up from last year’s $129. But, with CIRCULATION PUBLICATION PARTNERS Canada’s economic indicators continuing to fare better than most other [email protected] (905) 509-3511 countries, and our national banking system shining on the world stage, ELSIE REDEKOPP | ACCOUNTING we expect — barring any disaster — Canada will fare well. Further - eredekopp@ kostuchmedia.com TINA DIMITROPOULOS | EXECUTIVE ASSISTANT more, with the U.S. election now a fait d’accompli , our American tinadim@ kostuchmedia.com neighbours may just get back to the business at hand, which should ADVISORY BOARD: bode well for Canadian hoteliers hungry for their business. Anthony Cohen , GLOBAL EDGE INVESTMENTS; But, as the industry moves forward, hoteliers need to realize the same Christiane Germain , GROUPE GERMAIN HOSPITALITE; Lyle Hall , HLT ADVISORY INC.; Charles Suddaby , HOSPITALITY old, same old doesn’t cut it anymore, especially in 2013. Whether we’re & GAMING GROUP CUSHMAN & WAKEFIELD LTD.; talking about decor and design, equipment and technology, guest re - Ryan Murray , NIAGARA’S FINEST INNS (NFI); Drew Coles , OXFORD PROPERTIES; Tracy Sherren , PACRIM HOSPITALITY tention or sales and marketing, savvy hoteliers need to continue to find SERVICES INC. (PHSI); David Larone , PKF CONSULTING unique ways to create bold product offerings while always providing INC.; Geoffrey Allan , PROJECT CAPITAL MANAGEMENT; Stephan Renard , RENARD INTERNATIONAL HOSPITALITY distinctive experiences. & SEARCH CONSULTANTS LTD.; Anne Larcade , SEQUEL As industry stakeholders know only too well, marketing is the HOTELS & RESORTS; Stephen Foster , STARWOOD HOTELS & RESORTS WORLDWIDE, INC.; Michele McKenzie , THE lifeblood of tourism but to market those experiences effectively, the CANADIAN TOURISM COMMISSION; David McMillan , Canadian Tourism Commission needs money. As David Goldstein, presi - THE CARLSON REZIDOR HOTEL GROUP; Michael Haywood , THE HAYWOOD GROUP; David Mounteer , THE HAZELTON dent of the Ottawa-based Tourism Industry Association of Canada, said HOTEL; David Whitaker , TOURISM TORONTO (TORONTO in one of our stories on tourism last year, “Funding the CTC is more im - CONVENTION & VISITORS ASSOCIATION)

portant than ever. Tourism continues to grow globally, but Canada’s HOTELIER is published eight times a year by Kostuch share continues to erode.” If we want to stem that tide, it’s time for Media Ltd., 23 Lesmill Rd., Suite 101, Toronto, Ont ., M3B 3P6, (416) 447-0888, Fax (416) 447-5333. All rights Canada to get with the program, doing all that is necessary to better pro - reserved. Subscription rates: Canada: $25 per year, single issue $4, mote itself as a destination of choice, not only to our traditional source U.S.A.: $30 one year; all other countries $40 per year. Canadian Publication Mail Product Sales Agreement #40063470. Member of tourists, but also to emerging markets ( see story on Chinese travellers of: Canadian Circulations Audit Board, the American Business on p. 32 ). Now, more than ever, it’s time to go big or go home. Media and the Canadian Business Press. We acknowledge the financial support of the Government of Canada, through the Canadian Periodical Fund (CPF) for our publishing ROSANNA CAIRA activities. Printed in Canada on recycled stock. Editor and Publisher [email protected]

FOLLOW US:

For daily news and announcements: @hoteliermag on Twitter and Hotelier magazine on Facebook .

2 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com CheckingTHE LATEST INDUSTRY NEWS FOR HOTEL EXECUTIVES FROM CANADA AND AR InOUND THE WORLD Stacking the Chips Cash-strapped govern - ments no longer have the money to build large convention centres, argues Paul Godfrey, who listed the benefits of a proposed CASINO casino complex at a recent ORHMA infor - CLASH mation session. “The The OLG’s proposed Toronto casino private sector will take fuels debate among ORHMA members all the risk. The project BY ROSANNA CAIRA would create 12,000

s speculation continues to mount regarding the possibility of a casino being built in Toronto, late last year the Ontario Restaurant Hotel & Motel Association A(ORHMA) invited members to a meeting to discuss the proposed development, which would include an expanded convention centre and a new hotel. The meeting, held at the Metro Convention Centre — one of several sites being touted as a possible location for the proposed casino — was attended by industry leaders who discussed the project’s suitability and its impact on the hospitality industry. Debra DeMonte, chair of the ORHMA, and owner of The Longest Yard restaurant, opened the session by emphasizing the Toronto region of the Board does not have a formal position on casinos. “The purpose of the meeting today is to de - full- and part-time jobs termine the impact of casinos on the restaurant industry. We’re doing the right thing to have all the right info,” stressed DeMonte. “The City of Toronto will make the decision based on and bring billions in the public interest.” John Nunziata, former Liberal MP and debate moderator, introduced capital investment,” Paul Godfrey, president of Post Media and chair of the Ontario Lottery and Gaming Corpora - he said. Anne Golden tion (OLG), and Anne Golden, nationally renowned public policy specialist to present the (pictured ) took the pros and cons of casino development. Godfrey said a casino would generate $400 million in stage to present the new tourism revenues with 800,000 visitors expected to visit the city. “It would put Toronto opposing side of the in the top 10 of convention cities,” he said, while emphasizing it wouldn’t impact existing debate, warning businesses. “We have no interest in damaging business that already exists. We will have a big - operators of the serious ger pie to divide,” he said. On the other hand, Golden was skeptical. “Most casinos are de - negative ramifications, signed to keep guests in their orbit,” she countered. “Downtown Toronto is already a tourist including increased magnet,” she stressed, adding the “economic impacts are greater in smaller communities. rates of addiction and Windsor is not a tourist mecca, so perhaps a casino would be better for Markham or Vaughan crime rates. She argued as they aren’t tourist destinations.” According to Godfrey, a decision will have to be made by March 2013. there’s no evidence a casino development would create more jobs CITY OR SUBURB? Toronto is only one of the options the Ontario Lottery and Gaming Corporation (OLG) is than any other kind of considering for a casino site. Paul Godfrey, president of Post Media and chair of the OLG, said the OLG is not development. “wedded” to a downtown location but warned if a casino is built in the suburbs it will not be as big or as profitable as a downtown location. He also advised “If city council votes it down, we will build in Markham, Mississauga or Vaughan. There won’t be another one in Toronto if that’s the case.”

hoteliermagazine.com JANUARY/FEBRUARY 2013 HOTELIER 3 007 CHECKS IN

Guests looking for the ulti - NO HORSING mate James Bond experience AROUND can buy a special room pack - age at the Trump Internation - al Hotel and Tower Toronto, for a cool $17,007. Celebrat - ing the premiere of the new Bond movie, Skyfall , the Dealing with walk-in guests is not Trump crafted a two-night unusual in the hotel business, but “Shaken Not Stirred, Bond- when a horse named Marty walks on-Bay” package for its execu - in, there’s cause for excitement. Front-desk employees and managers at Toronto’s Fairmont Royal York were forced to think on their feet when the co-chair of the Calgary Grey Cup committee, continuing a long-standing football tradition, attempted to bring a horse into the hotel’s lobby. Hotel management originally turned the request down, but after check - ing with the property’s legal department, insurance providers and local police, they welcomed Marty later in the day, during the hotel’s usual check-in time. “As all savvy travellers know, check-in time is always in the afternoon. We love to celebrate and take great pride in honouring tradition, so the hotel was tive suite. Guests receive lux - very happy to welcome Marty and be part of this year’s Grey Cup festivities,” ury perks such as said Mike Taylor, director of Public Relations at the Fairmont Royal York. a personal Trump attaché ser - Marty re-entered the hotel later in the day, surrounded by cheering fans, and vice, breakfast, lunch and din - was promptly “signed in” by stamping his hoof in the Royal York VIP guest book. ner with champagne, a total spa experience, in-room chocolates, a “shaken-not- stirred” martini-making les - Highest performance combined with son, complimentary fruit and ËÄÉËÈÆ·ÉÉ»º»¹ÅÄÅÿ¹¸»Ä»ŰÊÉƔ cigars and tickets to the exhi -

Innovative. Responsible. Dependable. bition “Designing 007: Fifty Years of Bond Style,” and a The new Miele Octoplus washer + dryer system ÅŮ»ÈÉ·¾ÅÉÊżÉÆ»¹¿Ű¹Ï»Ê»·ÉÏÊÅËÉ»ÆÈŽȷÃÉ Bond film. Guests will look and provides large laundry and still saves valuable the part, too with a customized ÉÆ·¹»Ɣ fitting of a designer outfit — Buy Manufacturer Direct Ask your Miele representative how our equipment theirs to keep — and a ride in can provide a professional solution to the laundry a Cont inental Bentley GT. Starting January 1, 2013 ¹¾·Â»Ľ»É¿ÄÏÅËȾÅÊ»ÂÅÈÈ»ÉÅÈÊƔ German Engineering. German Quality. Made in Germany. READY, SET, BUILD

mieleprofessional.ca The New York-based Library Hotel Collection will soon begin construction of a 26- storey hotel on a historic site at the Canadian National Exhibition (CNE ) grounds in Toronto. Builders promise to preserve the original military foundation, a one-metre- thick stonewall, which was Manufacturer direct Sales + Service available: 1-888-325-3957 once an army barrack. The ·Ä¹ÅËÌ»ÈƷ·Â½·ÈÏƷºÃÅÄÊÅÄƷÅĺÅÄƷÅÈÅÄÊÅƷ¿Ä½ÉÊÅÄƷÊÊ·Í·ƷÅÄÊÈ»·Â artifact will be visible to guests, thanks to a clever ʛ܎¿»Â»܎¿Ã¿Êó»܎ʹʷʸʸ܏܎ʛ܎ʹʷʸʸ܎¿»Â»܎¿Ã¿Ê»º܏ design by Norr Architects.

4 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com MIRAMICHI WELCOMES DAYS INN

Irwin Prince (third from left ), president and COO of Realstar Hospitality, wel - comed the newest addition to the Days Inn family, with a special ribbon-cutting ceremony at the new Days Inn Miramichi in New Brunswick. “We’re delighted to com - memorate the grand opening and officially welcome Days Inn Mi - ramichi, our third Days Inn in New Brunswick, to our growing portfolio of hotels across Canada,” said Prince, who was joined by Stephanie LeGresley, the hotel’s GM, ( far left ) and Gerry Cormier ( far right ), mayor of Miramichi. “The extensive renovations are a tribute to the time and commitment the new ownership group [made] to the city of Build with Miramichi.” The refreshed property’s guestrooms include a 32-inch LCD TV, work desk, mini-fridge, microwave and coffeemaker, a Day - break Cafe, meeting facilities and free Wi-Fi. the Brand RAISING THE BAR that’s Following CBC’s Marketplace report, which revealed sanitation Building. and cleanliness hazards among budget, mid-range and upper- range hotels in Toronto, Days Inn G2 Prototype Hotels Montreal and Vancouver, Montreal’s Hôtel Le Crystal are now under construction in announced a new cleaning BRINGING standard. Although Hôtel Le IN BUSINESS Winnipeg, MB and Yorkton, SK Crystal wasn’t named in the investigation, the Quebec-based hotel has introduced its Four Points by Sheraton in London, Want to be next? “Platinum Certified Hotel Ont., is gearing up to host corporate 416.966.8387 Hygiene Standard,” which gatherings and social events. The includes hospital-certified property, which recently had a ball - [email protected] disinfectant used in bathrooms room added to its second floor, and high touch-points, fresh unveiled with an upgraded lobby and linens changed before every expanded 4,000 sq.-ft. convention check-in, an individually centre. The new three-storey lobby wrapped in-room blanket, includes a mezzanine overlooking the dishware washed at 140° F, suites foyer, while a curved glass staircase treated with a two-hour UV leads guests to a lobby area complete disinfectant session every three with a fireplace and flat-screen TVs. months, routine pest-control The hotel also updated its food menu treatments, and carpets treated to showcase a new restaurant called with an anti-bacterial agent. Vic’s on Wellington, a casual-dining “Our suites and amenities are spot for breakfast, lunch and dinner. designed for total comfort,” said “We consulted with the best in design Geoffrey Allan, Le Crystal’s VP and with feedback from guests, we’re of Operations and Development. delighted with the finished results,” “It’s important our guests fully said Victor Hayter, president of Sylvan enjoy their suite and public areas Acre Properties, owner of the Four with complete confidence, Points by Sheraton. “We look forward knowing abnormal bacteria to welcoming meeting delegates and counts will never be a concern.” special-event attendees.”

hoteliermagazine.com

3:13:21 PM InBrief Northwest Territories. Corporation . The hotel’s Liquid Lounge …U.S. The property features 80 brand and management Gov. Mitt Romney has Holloway Lodging Real guestrooms, an on-site will remain status quo. rejoined the Board of Di - Estate Investment Trust restaurant, free Wi-Fi, rectors at Marriott Inter - has acquired 90-per-cent meeting and banquet People national, Inc . He previous - interest in the 125-room facilities and a fitness ly served on the Board Holiday Inn Express in centre… SilverBirch Julie McDonald is the new from 1993 to 2002 and Stellarton, N.S., for $7.9 Hotels & Resorts , under director, Operations and from 2009 to 2011… Dan million… Travelodge the exclusive advisement Support for Travelodge Piggott has been appoint - Canada has added three of CBRE , has sold the Canada , based in the com - ed VP of Development for new hotels to its portfo - 250-room Saskatoon Inn pany’s Calgary corporate Skyline Destination lio, including the new 46- & Conference Centre to office. McDonald was pre - Communities in Toronto. room Travelodge Mead - Temple REIT . The prop - viously GM of the Holiday In his new role, Piggott ow Lake in Meadow erty will undergo a $10- Inn Oakville C entre in will be responsible for Lake, Sask., the 86-room million renovation over Oakville, Ont., and region - development projects at Travelodge Golden the next three years, al director for Royal Host , Horseshoe Resort , Deer - Sportsman Lodge in which will include re - parent com pany of Trav - hurst Resort and Port Golden, B.C., and the vamping guestrooms and elodge Canada ... Frederic McNicoll Resort Village , 51-room Travelodge public areas. In other Hoffmann is the new exec - while managing Skyline’s Kapuskasing in Ka - news, CBRE also acted as utive chef at The Westin development team through puskasing, Ont… Realstar the exclusive advisor to Calgary hotel. He’ll over - design, regulatory approvals, Hospitality opened a Host Hotels & Resorts see the culinary team for budgeting, construction, Days Inn & Suites in in selling the 424-room the hotel’s banquet opera - furnishing, purchasing and Yellowknife, marking the Toronto Airport Mar - tions as well as the onsite warranty work. N brand’s first foray into the riott Hotel to Morguard restaurants, Essence , and K

Canada’s largest laundry and linen supplier to the hospitality industry. K-Bro services over 35,000 hotel rooms and is a recognized national partner to luxury hotels and resorts across the country.

For more information contact us at: 1-866-232-0222 www.k-brolinen.com

Victoria • Vancouver • Whistler • Edmonton Calgary • Toronto • Montreal • Quebec City

6 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com

1:53 PM Open your door to global business. Tourism brings billions of dollars to Canada. If you want a bigger share, accept the card network that’s been serving one of the largest U.S. issuers for more than 25 years. Discover® . Visit DiscoverNetwork.com/Canada or contact your payment processor to accept Discover today.

Find us on Facebook. www.facebook.com/DiscoverNetwork © 2012 DFS Services LLC. 1

2

3 4

5

6

7

8

8 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com Presented by Celebrating the 2012 PINNACLE AWARDS 9

ostuch Media hosted its yearly Pinnacle Awards last month, bringing together close to 500 members of the foodservice and hospitality industry to officially ring in the holiday season. On behalf of Hotelie r magazine and Foodservice and Hospitality magazine, the company presented 11 awards to the country’s top talent, chosen by a panel of judges. Fortis Properties, Pomeroy Inn and Suites, Heather McCrory and Tony Pollard were honoured for their collective contributions to the hospitality industry. Below is a run- Kdown of some of the award highlights. Stay tuned for updates on Kostuch Media’s 25th anniversary Pinnacle Awards in 2013. 1) Annie Young-Scrivner of Starbucks Coffee Company, the gold sponsor, welcomes the crowd 2) Wi ll Schmidt accepts the Lifetime Achievement Award on behalf of Tony Pollard of the Hotel Association of Canada (HAC) 3) John Crick of AVW-Telav Audio Visual Solutions, platinum sponsor, welcomes guests 4) Nora Duke of Fortis Properties ac -

cepts the award for Company of the Year 5) Paula Todd, the event’s MC, entertains 6) Heather McCrory of The Fair - P H O

mont Royal York accepts the award for Hotelier of the Year 7) (right ) Ryan Pomeroy (left ) Bob Pomeroy of Pomeroy Inn T O G

and Suites are awarded Regional Company of the Year, award sponsor (middle ) Kevin Mack of ATB Corporate Financial R A P H

Services 8) (l to r ) Rosanna Caira, editor and publisher at Kostuch Media, Duke and award sponsor, Gopal Rao of Inter - Y

B Y

Continental Hotels Group (IHG) 9) A handful of winners on the Hotelier and F&H side celebrate success. ( l to r, back L Y N

row ) Ryan Pomeroy, Domenic Primucci of Pizza Nova, Duke, Sam Primucci, Todd, McCrory, Bob Pomeroy, ( l to r, middle N E

F

row ) Connie DeSousa and Keri Pregimore of Charcut Roast House, Scotty Morison of Browns Socialhouse, Caira, Mitch O X / Kostuch of Kostuch Media, Dominic Bombino of Saputo ( front row ) and Ryan Smolkin of Smoke’s Poutinerie. K L I X P I X hoteliermagazine.com JANUARY/FEBRUARY 2013 HOTELIER 9 STARWOOD FLAG BEARERS: (left to right) Deepak Ruparell, president, Silver Hotel Group; Vinnie Patel, president, Northampton Group; Scott T. Duff, senior director of Development, Canada and Alaska, Starwood Hotels and Resorts

10 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com COVER STORY Flying

Hoteliers have myriad Highoptions to consider when deciding which flag to fly BY LAURA PRATT Photography by Margaret Mulligan

When it comes to choosing a hotel brand to franchise, there’s more choice than ever. But with that choice, comes a host of tough questions that need to be addressed and, ultimately, it’s the answers to those questions that will determine which flag to fly. “The state of hotel franchising is good right now,” enthuses Gus Stamoutsos, EVP of Franchise Development at the Wyndham Hotel Group. “There’s a lot of cash on the sidelines, and people are looking at the best way to use that cash in the hotel business.” » hoteliermagazine.com WJANUARY/FEBRUARY 2013 HOTELIER 11 But prospective hoteliers considering a new flag need to comed the opportunity to participate in design and con - sift through a long list of brand providers, new niches and struction discussions with regard to the Aloft brand, which service offerings. They must also decide whether to build they saw as “developer-friendly.” from the ground up or convert an existing property. And, The duo wanted something different, and they felt they to make it more interesting, technology has made the were getting that since the brand is designed to maximize value-proposition franchisors tender to franchisees even space and cater to the tastes of generation X and Y. The more layered with an evolving catalogue of incentives. result is hip, young designs customers love. Whether you’re looking to break into “The Aloft brand is a key part of the big leagues or just upping your our expansion strategy in Canada,” participation in the hotel game, de - says Duff. “When it premiered, it ciding which flag to fly can be a made a bold statement by providing a challenging proposition, and not al - true alternative to the existing select- ways an easy decision. Technology has service products in the marketplace,” made the value- he explains. “We’ve seen strong guest MAKING THE DECISION “I would argue and developer demand for this brand, the decision is more challenging now proposition and its momentum clearly demon - from an owner or developer’s perspec - “franchisors tender strates Canada is ready for the next- tive, because they have more choice,” generation Aloft hotel experience.” says Scott T. Duff, senior director of to franchisees What makes the brand unique, says Development, Canada and Alaska, Duff, is its “cool initiatives in music, Starwood Hotels and Resorts. “There even more layered design and technology,” making it “a are large brand providers that have must-have brand for the next-genera - multiple brands beneath them, all with an evolving tion traveller.” Guests can mingle serving different segments of the mar - catalogue of with friends at Aloft’s hip Wxyz Bar ketplace.” or Re:mix Lounge. Select properties When choosing a flag affiliation, incentives also have a rooftop “backyard” for so - first consider the market the property cial gatherings. And, from a develop - in question serves. For example, is er’s point of view, the price point the geographic area you’re investigat - makes sense for development. “We ing already served by the type of saw an opportunity to develop these hotel you wish to operate? Is your for the Montreal and Vaughan, Ont., particular niche already crowded? Additionally, the break - markets — we felt such concepts would work,” says Patel. down between full- and limited-service properties in the “We knew the power of Starwood support, and were as - area needs to be determined. Is there an extended-stay sured of their commitment to these brands and their property in the mix? Should there be o”ne? ability to deliver.” The choice of a new-build, versus an asset conversion, is “Those were pretty heady times,” says Duff, looking another consideration. On one hand, many new-builds back on the launch of the Aloft brand in 2006. “We had a have hit the market with branding already in place. But, significant amount of interest around that brand; we whether a property is independently run or coming to the signed a lot of deals, got a lot of projects in the ground end of a contract and primed to be reinvented, conversion and built in a very short period of time.” The brand went opportunities are also on the upswing. From a financing international quicker than most — a testament, Duff says, standpoint, lenders are certainly more partial to branded to sheer differentiation. “Every Aloft guestroom features properties, particularly those with a global presence and soaring nine-foot ceilings, bold industrial touches, ultra- support mechanisms such as training, operations support, comfortable signature platform beds and plug-and-play marketing and bundled national sales. docking stations, which link tablets, laptops or music de - A few years back when Vinnie Patel and Deepak Rupar - vices to the room’s 42" LCD TV.” Critical, too, was Star - ell went shopping for a new hotel to build, they settled on wood’s support. “You had a global hotel company with sig - Starwood’s Aloft brand, a newcomer to the Canadian hotel nificant innovation and one of the most acclaimed loyalty scene. Patel, president of the Mississauga, Ont.-based programs in the world — and it worked,” says Duff. Northampton Group, was familiar with Starwood and its ef - forts to “combat the commoditization of hotels” by intro - FRANCHISOR PERKS When searching for the right franchise, ducing a lifestyle brand. The partners liked the design of you need to consider the plethora of essentials featured on the company’s two newer brands — Aloft and Element. any brand’s basic perk sheet, which includes everything They were also intrigued by Starwood’s foray into the se - from Wi-Fi to a comprehensive reservation system and the lect-service space, and the company’s renowned loyalty pro - indisputable strength of a brand’s loyalty program. Beyond gram. Ruparell, president of Mississauga, Ont.-based Silver that, a number of other considerations also exist, including Hotel Group, and Patel’s partner in the venture, also wel - flat-screen TVs, leveraged buying programs for goods such

12 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com as mattresses and training that relieves newbies from having reservation systems. Additionally, there may be individual to reinvent the wheel; smaller, regional-type franchises charges associated with every reservation the parent com - can’t likely provide those benefits. pany sends along — usually around $2.50 per reservation. Irwin Prince, president, COO, of Realstar Hospitality in Taken together, franchise fees tend to represent approxi - Toronto, urges franchisees to ask themselves: “How active mately 10 per cent of a franchisee’s gross sales. Add to that is the franchisor going to be in helping me generate sales, the investments franchisees make to build and develop the and what’s the franchisor doing to build awareness in the system (according to brand-standard manuals and parent- customer’s mind?” company guidance) and you have the full scope of a fran - According to Wyndham’s Stamoutsos, one of the chisee’s financial commitment. biggest mistakes new players make is opting for short- In return for that fiscal outlay, the franchisor is obliged minded decisions in lieu of longer-range ones. “They look to meet certain expectations that should deliver the best at the fee structure versus the value proposition,” he return to its franchisees. It means maximizing the con - laments. “They’re willing to save $10,000 on something sumers the franchisor can drive through its different busi - that won’t serve them well in the long term.” In other ness channels, loyalty programs, marketing initiatives, words, they’re putting considerations such as royalties, websites and relationships with online travel agents and marketing and reservation fees ahead of efforts aimed at affiliated global sales. improving the overall customer experience. Stamoutsos More specifically, Brian Leon, managing director, Fran - explains: “If a guest goes into a property where wireless In - chise Growth and Administration, Choice Hotels Canada ternet isn’t a brand standard, he’ll probably not come back Inc., believes the franchisor should provide a mighty if he can go down the street to get Wi-Fi … along with reservations-delivery system. “Technology has made the loyalty points and breakfast.” concept of booking hotel rooms more transparent and complex,” says Leon, who oversees 300 Canadian proper - FRANCHISEE’S COSTS Regardless of brand, the fees franchisees ties with a company that’s close to 100-per-cent franchised. pay hotel companies are fairly standard. Typically, they includ e A strong property-management system is another non-ne - a five-per-cent franchise fee for most brands; a marketing fee gotiable. Choice’s proprietary Internet-based Advantage that hovers around 1.5 per cent or 1.8 per cent of a property’ s system allows GMs to change rates from their couches and gross revenues, and a 1.5-per-cent fee for accessing a brand’s is purported to be the most prevalent online property-man - Hospitality Management Ad_Layout 1 2012-09-26 3:40 PM Page 1

How to Get Ahead in

HospitalityHospitality and tourism represents one of So how do you get aheadManagementwhen the ahead is to enhance your formal education. the world’s largest employers. It is an industry seems to be in a constant state of flux Independent research has shown that ‘industry’ however, that is highly competitive, and what was relevant yesterday may not be obtaining a degree increases the rate of not only as a business in itself, but also in its so important tomorrow? The answer in part is promotion in hospitality by about 75%. search for well-qualified and experienced to invest: invest in yourself and invest in your Studying ‘hospitality management’ in management talent. Evidence has shown that employer, and you can do these together. particular has also been shown to doubly the search for ‘talent’ continues to be a key • Invest in yourself: develop your capacity advantage career progression within the global issue, not just in Canada. So if you do for learning and seek out opportunities that industry. But where to start when there are want to get ahead what should you do to broaden your knowledge, skills and abilities; so many possibilities? define your competitive advantage, and move learn more about other functions and roles in Hospitality is a business – so a business yourself to the front of the talent queue? the business and be prepared to make lateral qualification is really key. It should cover Some in the hospitality industry will say moves that will help create a more solid all the major facets such as operations and the most important quality or attribute base for moving up. strategic management, alongside marketing, required for promotion is ‘experience’. They • Invest in your employer: be proactive, be HR, and accounting. Strong quantitative are of course not wrong, but ‘experience’ on inquisitive, be willing to help out and show and financial skills are a must. Ideally it its own also has limitations, especially as the initiative. Learn as much as you can about should also place a strong focus on the nature of travel and of consumer behaviour the whole business to better understand what industry, where service quality, revenue continues to change rapidly. Experience is a makes your company tick, both culturally management, and ‘people skills’ such as great guide, but issues such as sustainability, and operationally. Don’t simply wait for the leadership, communication and human the role of the internet, or revenue promotion to come to you, as ‘time-served’ relations are particularly important. maximization continue to evolve and change won’t cut it anymore. Still want to get ahead? Stay tuned, rapidly. Experience on its own is simply not there’s more to come and visit: enough anymore. Another opportunity to ‘invest’ and make yourself stand out from the crowd to get www.mba.uoguelph.ca

Contact Information Earn your MBA (Hospitality Management) at Guelph Ms. Patti Lago Toll Free: 1-888-622-2474 ‘Canada’s School for Hospitality Leadership’ Local: 519-824-4120 Ext. 56607 Email: [email protected] www.mba.uoguelph.ca ref: Hotelier 1 agement system in the world . fied with each property’s levels of cleanliness, housekeep - “Brands are big machines,” says Steve Gupta, president, ing, hospitality and maintenance. If wireless Internet is CEO of Easton’s Group of Hotels, whose 15 Ontario and part of a hotel’s brand standard, franchisees must provide Quebec brands include Marriott, Hilton and Holiday Inn. it. If there’s a certain breakfast expectation, franchisees “Sometimes the squeaky wheel gets the grease,” he says. need to honour that, too. If the brand is part of a loyalty Would-be franchisees shouldn’t shy away from making re - program, franchisees are mandated to grow the platform quests perceived to be outside a standard arrangement. with as many new acquisitions as possible. Gupta encourages franchisees to ask what services are “Generally speaking, we’re looking for full buy-in and available in every domain, from marketing to administra - compliance with brand standards, programs and initia - tion. Brand specialists in each hotel operation should offer tives,” says Prince. And a long-term commitment is expect - help and guidance. ed. Starwood’s Duff points out that franchise agreements Ultimately, says Realstar’s Prince, franchisees are look - are generally 20 years long, and that managed hotel agree - ing for a colleague they can communicate with, one who ments can extend for as long as two parties agree. “Fifty, is open to taking suggestions and someone with a trans - even 75 years is not unheard of in this game,” says Duff. parent operating style that’s aligned with them in building Either way, investing in a franchise is about a partner - a business. “Providing accessibility helps cultivate rela - ship. “Both parties have a vested interest in making the re - tionships. And it’s critically important to us that our own - lationship work,” says Gupta. It behoves the developer to ers know we’re committed to helping them become establish what kind of facility will work, and it’s incum - stronger operators on the revenue side, but also on the op - bent on the franchisee to read agreements carefully, under - erational and on expense sides, too.” stand the competitive arena, establish pockets of exclusivity To Prince, a great franchisor understands follow- and be satisfied with the amenities his franchisor offers. If through. “The pitch is not all too different, but it’s the ex - he’s skeptical about a potential bias, he needs to retain the ecution that separates,” he says. services of a consultant for the goods. “The franchisor will always give you the best advice,” says Gupta. “It’s their WHAT FRANCHISORS EXPECT For their part, franchisors have business, after all, and they can’t have an unhappy fran - a fairly standard set of franchisees expectations. They want chisee. Nobody wants to close a hotel and take the flag their brand standards to be met and for guests to be satis - out. That never looks good.” N

IntroducingIntroducingoducing the new generationgeneration of SealySealy PosturpedicPoosturpedicsturpedic with TitaniumTiitaniumtanium coils.coils.

Studies showshow that if yyourour guests sleep wwell,ell, thethey’lly’ll ffeeleel mormoree satis ed with their staystay overall.overall. That’sThat’s whywhy hothotelsels choose SSealy,ealy, the brand of beds that areare nownow desigdesignedned with newnew TitaniumTitanium coilscoils.. StrStrongeronger and lightlighterer than the traditional coil,coil, it providesprovides moremore supportsupport and stability.stability. Guest preferprefeferer a roomroom with a SealySealy Posturpedic®Posturpedic® bed  and they’llthey’ll eveneven papayy moremore fforor it. RoomRoom byby room,room, they’llthey’ll wakewake up feelingfeeling refreshedrefreshed and eager toto return.return.

ForFor moremore informationinfinforormation on howhow Sealy®Sealy® can help yyourour prpropertyoperty incrincreaseease guest satisfaction,satisfaction, customercustomer loloyalty,yaltyy,, occupancyoccupancy and ADRs,ADRs,

contaccontactt SSealyealy at 1-800-268-4414 ttodayoday or visit SealySealy CCanadaanada LLtd.td. wwww.sealyhospitality.comww.sealyhospitality.com 145 MMilnerilner AAvenue,venue, SScarboroughcarborough ON M1S 3R1 ------The Franchise Report 2013 ------Aloft Hotels Autograph Collection Membership Costs monthly fees. First 50 rooms Starwood Hotels & Resorts Marriott International, Inc. - initial fee $55,000 for $18.50/room/month; 51-75 rooms 123 Queen St. W. 2425 Matheson Blvd. E., Ste. 100 100-room property $14.50/room/month; 76-plus rooms Toronto, Ont. M5H 2M9 Mississauga, Ont. L4W 5K4 - advertising fee $13,462 for 100 rooms $13.50/room/month (416) 947-4825 (905) 366-5200 - membership fee $48,271 for alofthotels.com marriottdevelopment.com 100-room property Services President & CEO: Frits van Paasschen VP, Development, Canada: - annual dues $4,468 for - advertising SVP Global Brand Management: Manlio Marescotti 100-room property - design Brian McGuinness - financial assistance available Sr. Director of Development, Canada History, Plans Services - management & Alaska: Scott T. Duff - the first Autograph opened in 2010 - advertising/marketing - lease negotiation - 33 worldwide (28 franchised) - design - purchasing History, Plans as of Q3 2012 - purchasing - site location - 2 properties in Canada (franchised); - plans to add 4 more units by end - staff training - staff training 62 properties worldwide of 2014 - supplies - supplies

Franchise Costs Franchise Costs Cambria Suites Candlewood Suites - available upon request - initial franchise fee US$60,000, plus Choice Hotels International IHG (InterContinental Hotels Group) $450 per key over 150 keys; $60,000 10750 Columbia Pike 2 Robert Speck Parkway, Ste. 600 Services fixed for a 136-room prototype Silver Spring, Md. 20901 Mississauga, Ont. L4Z 1H8 - advertising/marketing - frequency fee 5% folio (4.2% blended - design T (800) 547-0007 (416) 675-6644 assessment for Starwood Preferred - lease negotiation choicehotelsfranchise.com candlewoodsuites.com Guest Members) - management President & CEO, Choice Hotels President, The Americas: Kirk Kinsell - program fee 4% - purchasing International: Stephen P. Joyce Chief Development Officer, The - royalty fee 5.5% GRS - site location Americas: Joel Eisemann - staff training History, Plans COO, The Americas: Bob Morse Services - supplies - founded in 2007 - advertising/marketing - 19 properties worldwide, 9 franchised History, Plans - design Baymont Inn & Suites - no properties in Canada - established 1995 - management Baymont Franchise Systems - 1 property in Canada; 295 worldwide - purchasing Wyndham Hotel Group Franchise Costs (all franchised) - site location 22 Sylvan Way - initial franchise fee $500 per room, - site review and analysis Parsippany, N.J. 07054 $60,000 minimum Expansion Plans: - staff training (973) 223-4668 - total cost per room $90,588 - -80 hotels in the global pipeline - supplies baymontinns.com $120,963 Brand SVP: Patrick Breen - advertising fee combined with Franchise Costs Ascend Collection VP, Marketing: Keri Putera system fee Please contact IHG Development for Choice Hotels International, Inc. - royalty fee 5% GRR information regarding fees and a copy Choice Hotels Canada Inc. History, Plans - system distribution fee 4% GRR of the brand’s Franchise Disclosure 5090 Explorer Dr., Ste. 500 - established in 1974 Document at [email protected] Mississauga, Ont. L4W 4T9 - 1 property in Canada; 256 properties Services (905) 206-7316 worldwide (all franchised) - advertising/marketing Services choicehotelsfranchise.ca - design - advertising/marketing Managing Director - Franchise Growth Franchise Costs - site location - design & Administration: Brian Leon - initial franchise fee US$1,000 + - staff training - management Managing Director - Franchise $26,000 (new construction) - supplies - staff training Performance: Tim Oldfield - total cost US$1.29 million to US$5.79 million (new construction) Canadas Best Value Inn by Vantage Clarion History, Plans - royalty fee 3.5% GRR Vantage Hospitality Group, Inc. Choice Hotels International, Inc. - established in 2008 in Canada - advertising fee 5% GRR 3300 North University Dr., Ste. 500 Choice Hotels Canada Inc. - 7 properties in Canada Coral Springs, Fla. 33065 5090 Explorer Dr., Ste. 500 (all franchised) Services (877) 311-2378 Mississauga, Ont. L4W 4T9 - advertising/marketing canadasbestvalueinn.com (905) 206-7316 Franchise Costs - design CEO, President & Founder: Roger Bloss choicehotelsfranchise.ca - affiliation fee $30,000 - staff training Director of International Development: Managing Director - Franchise Growth - marketing fee 1.25% - supplies Bill Hanley & Administration: Brian Leon - royalty fee 4% Managing Director - Franchise - reservation fee 1.25% Best Western History, Plans Performance: Tim Oldfield Best Western International - established in 1999 in Services 6557 Mississauga Rd., Unit D Coral Springs, Fla. History, Plans - advertising/marketing Mississauga, Ont. L5N 1A6 - 28 properties in Canada; 1,078 proper - - established 1987 in Canada - design (602) 957-4200 ties worldwide (all independently - 7 properties in Canada; all franchised - staff training bestwestern.com owned & operated) - supplies President and CEO: David Kong - plans to add 15-plus Canadas Best Franchise Costs VP, North American Development: Value Inns in 2013 - initial franchise fee $35,000 Mark Williams - advertising fee 1.25% Franchise Costs - royalty fee 2.5% History, Plans - initial franchise fee $11,500 for up to - reservation fee 1.25% - established in 1946 in Long Beach, Calif. 60 rooms, 61+ rooms $150 per room - 193 properties in Canada; (one time fee) Services 4,000-plus worldwide - advertising fee $12/room/month - advertising/marketing - plans to add 2,090 rooms in 2013 - royalty fee: no royalty – low, flat - design hoteliermagazine.com JANUARY/FEBRUARY 2013 HOTELIER 15 ------The Franchise Report 2013 ------staff training Comfort Suites - plans to add 8 hotels by end of 2014 Services - supplies Choice Hotels International, Inc. - advertising/marketing Choice Hotels Canada Inc. Franchise Costs - design Coast Hotels & Resorts 5090 Explorer Dr., Ste. 500 - initial franchise fee US$75,000 or - global reservations 1090 West Georgia St., Ste. 900 Mississauga, Ont. L4W 4T9 US$500/room, whichever is greater - national sales network Vancouver, B.C. V6E 3V7 (905) 206-7311 - royalty fee 5.5% GRR - operational support (604) 682-7982 choicehotelsfranchise.ca - marketing fee 2% GRR - purchasing coasthotels.com Managing Director - Franchise Growth - site review and analysis President: Robert Pratt & Administration: Brian Leon Services - staff training Executive Director, Brand Development: Managing Director - Franchise - advertising/marketing - tradeshow representation Mark Hope Performance: Tim Oldfield - design - lease negotiation Delta Hotels and Resorts History, Plans History, Plans - management 77 King St. W. - established in 1972 in Gold - established in 1998 in Canada - purchasing Toronto, Ont. M5K 1G8 River/Tahasis, B.C. - 3 franchised properties in Canada - site location (416) 874-2000 - 29 properties in Canada; 42 proper - - staff training deltahotels.com ties worldwide (29 franchised) Franchise Costs - supplies President: Ken Greene - Coast plans to have 80 hotels in the - initial franchise fee $50,000 Director of Development: Scott Richer next five years - advertising fee 1.3% Crowne Plaza Hotels & Resorts - royalty fee 5% IHG (InterContinental Hotels Group) History, Plans Franchise Costs - reservation fee 1.75% 2 Robert Speck Parkway, Ste. 600 - established in 1962 in Richmond, B.C. - initial franchise fee $100 per room or Mississauga, Ont. L4Z 1H8 - 40 properties in Canada $10,000 minimum Services (416) 675-6644 (9 franchised) - advertising fee 2% GRR - advertising/marketing crowneplaza.com - plans to open Delta Toronto at South - distribution fee 1.5% GRR - design President, The Americas: Kirk Kinsell Core Financial Centre, Delta Kingston - royalty fee 2% GRR - staff training Chief Development Officer, The Waterfront, Delta Thunder Bay and - supplies Americas: Joel Eisemann Delta Waterloo Services COO, The Americas: Bob Morse - advertising/marketing Country Inns & Suites by Carlson Franchise Costs - design Carlson Rezidor Hotel Group History - for details, contact Scott Richer at - lease negotiation 701 Carlson Parkway, MS8254 - established in 1983 [email protected] - management Minnetonka, Minn. 55305 - 8 properties in Canada; 395 proper - - purchasing (763) 212-3475 ties worldwide (all franchised) Services - site location countryinns.com - advertising/marketing - staff training EVP: Scott Meyer Expansion Plans: - design - supplies EVP, Franchising: Nancy Johnson - 96 hotels in the global pipeline - lease negotition - management Comfort History, Plans Franchise Costs - purchasing Choice Hotels International, Inc. - established in 1986 Please contact IHG Development for - site location Choice Hotels Canada Inc. in Minneapolis, Minn. information regarding fees and a copy - staff training 5090 Explorer Dr., Ste. 500 - 9 properties in Canada; 474 proper - of the brand’s Franchise Disclosure - supplies Mississauga, Ont. L4W 4T9 ties worldwide (466 are franchised) Document at [email protected] (905) 206-7316 - global expansion planned Doubletree by Hilton choicehotelsfranchise.ca Services Hilton Worldwide, Inc. Managing Director - Franchise Growth Franchise Costs - advertising/marketing 7930 Jones Branch Dr. & Administration: Brian Leon - initial franchise fee US$45,000 - design McLean, Va. 22102 Managing Director - Franchise - total cost US$4,600,420 - $7,114,620 - management (703) 883-1000 Performance: Tim Oldfield - royalty fee 4.5% - staff training hiltonworldwide.com - advertising fee 2.5% President & CEO: Christopher Nassetta History, Plans - distribution fee 1.25% Days Hotel/Days Inn VP & Managing Director Franchise - established in 1998 in Canada Days Inns – Canada Development N.E. USA & Canada: - 148 franchised properties in Canada Services Master Franchisor in Canada Thomas Lorenzo - advertising/marketing Realstar Hotel Services Corp. Franchise Costs - design (Wyndham Worldwide) History, Plans - initial franchise fee $40,000 - management 77 Bloor St. W., Ste. 2000 - established in 1989 - advertising fee 1.3% - purchasing Toronto, Ont. M5S 1M2 - 2 properties in Canada (both fran - - royalty fee 5% - staff training (416) 966-3297 chised); 321 worldwide - reservation fee 1.75% - supplies daysinn.ca President and COO: Irwin Prince Franchise Costs Services Courtyard by Marriott - initial franchise fee $75,000 for first - advertising/marketing Marriott International, Inc. History, Plans 250 rooms, $300 each additional room - design 2425 Matheson Blvd. E., Ste. 100 - Days Hotel established in 1998 - royalty fee 5% monthly GRR - staff training Mississauga, Ont. L4W 5K4 - Days Inn established in 1992 - supplies (905) 366-5200 - 3 Days Hotel and 94 Days Inn in Services marriottdevelopment.com Canada; 1,800-plus worldwide - advertising/marketing VP, Development, Canada: Manlio - design Marescotti Franchise Costs - Hilton HHonors guest-reward program - initial franchise fee $350 per room, - management History, Plans minimum $35,000 - purchasing - established in 1983 - royalty fee 6.5% - site location - 21 properties in Canada (all fran - - reservations fee 2.3% - staff training chised); 921 properties worldwide (as - supplies of the end of Q3 2012)

16 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com Your Next Growth Opportunity

IHG is an industry leader in the global hotel market. With a portfolio of award-winning brands combined with best-in-class systems, IHG can help you maximize your growth potential. Contact our Development Team for more information. 1.866.933.8356 IHG.com/development [email protected]

©2013 InterContinental Hotels Group. All rights reserved. Most hotels are independently owned and operated.

IHG_multibrand_HCan_0812.indd 1 12/17/12 5:33 PM ------The Franchise Report 2013 ------Econo Lodge History, Plans Services - purchasing Choice Hotels International, Inc. - established in 1983 - advertising/marketing - site location Choice Hotels Canada Inc. - 2 properties in Canada (both fran - - design - staff training 5090 Explorer Dr., Ste. 500 chised); 213 properties worldwide - lease negotiation - supplies Mississauga, Ont. L4W 4T9 - management (905) 206-7316 Franchise Costs - purchasing Hilton Garden Inn choicehotelsfranchise.ca - initial franchise fee $75,000 - site location Hilton Worldwide, Inc. Managing Director - Franchise Growth for first 250 rooms, plus $300 per - staff training 7930 Jones Branch Dr. & Administration: Brian Leon additional room - supplies McLean, Va. 22102 Managing Director - Franchise - royalty fee 3.5% GRR for year (703) 883-1000 Performance: Tim Oldfield one, year two 4.5%, year three plus Four Points by Sheraton hiltonworldwide.com 5.5% GRR Starwood Hotels & Resorts President & CEO: Christopher Nassetta History, Plans 123 Queen St. W. VP & Managing Director Franchise - established in 1993 in Canada Services Toronto, Ont. M5H 2M9 Development N.E. USA & Canada: - 53 franchised properties in Canada - advertising/marketing (416) 947-4825 Thomas Lorenzo - design fourpoints.com Franchise Costs - Hilton HHonors guest-reward program President & CEO: Frits van Paasschen History, Plans - initial franchise fee $25,000 minimum - management SVP, Global Brand Management: - established in 1996 - distribution fee 4% - site location Brian McGuinness - 21 properties in Canada - advertising fee 1.3% - purchasing Sr. Director of Development, Canada (all franchised); 558 worldwide - reservation fee 1.75% - staff training & Alaska: Scott T. Duff - supplies Franchise Costs Services History, Plans - initial franchise fee: $75,000 - advertising/marketing Executive Hotels & Resorts - 23 properties in Canada; 170 proper - for first 150 rooms, plus - design 1080 Howe St., 8th Floor ties worldwide $450 per additional room - staff training Vancouver, B.C. V6Z 2T1 - royalty fee 5.5% GRR - supplies (604) 642-5250 Franchise Costs executivehotels.net - initial franchise fee US$60,000, plus Services Element Hotels President: Salim Sayani $450 per key in excess of 150 keys - advertising/marketing Starwood Hotels & Resorts - frequency fee 5% folio (4.2% blended - design 123 Queen St. W. History, Plans assessment for Starwood Preferred - Hilton HHonors guest-reward program Toronto, Ont. M5H 2M9 - established in 1986 in Vancouver Guest Members) - management (416) 947-4825 - 13 properties in Canada; 2 properties - marketing fee 1.25% GRS - purchasing elementhotels.com in U.S. (11 franchised) - royalty fee 5.5% of GRS - site location President & CEO: Frits van Paasschen - staff training SVP, Global Brand Management: Franchise Costs Services - supplies Brian McGuinness - available upon request - advertising/marketing - design Hilton Hotels & Resorts History, Plans Services - financial assistance Hilton Worldwide, Inc. - 10 properties worldwide - advertising/marketing - lease negotiation 7930 Jones Branch Dr. - design - management McLean, Va. 22102 Franchise Costs - lease negotiation - purchasing (703) 883-1000 - initial franchise fee US$60,000 plus - management - site location hiltonworldwide.com $450 per key over 150 keys - purchasing - site review and analysis President & CEO: Christopher Nassetta - frequency 5% folio (4.2% blended - site location - staff training VP & Managing Director Franchise assessment for Starwood Preferred - staff training - supplies Development N.E. USA & Canada: Guest Members) - supplies Thomas Lorenzo - program fee 4% Hampton by Hilton - royalty fee 4.5% of GRS Fairfield Inn & Suites Hilton Worldwide, Inc. History, Plans Marriott International, Inc. 7930 Jones Branch Dr. - established in 1919 in Texas Services 2425 Matheson Blvd. E., Ste. 100 McLean, Va. 22102 - 15 properties in Canada (11 fran - - advertising/marketing Mississauga, Ont. L4W 5K4 (703) 883-1000 chised); 554 properties worldwide - design (905) 366-5200 hiltonworldwide.com - financial assistance marriottdevelopment.com President & CEO: Christopher Nassetta Franchise Costs - lease negotiation VP, Development, Canada: VP & Managing Director Franchise - initial franchise fee $85,000 - management Manlio Marescotti Development N.E. USA & Canada: for first 275 rooms, plus $300 per - purchasing Thomas Lorenzo additional room - site location History, Plans - F&B 3% monthly GRR - site review and analysis - brand established 1997 History, Plans - royalty fee 5% GRR - staff training - 11 properties in Canada (all fran - - established in 1983 - supplies chised); 690 worldwide as of Q3 2012 - 35 properties in Canada (all Services - 10 more hotels by end of 2014 franchised); 1,887 worldwide - advertising/marketing Embassy Suites by Hilton - design Hilton Worldwide, Inc. Franchise Costs Franchise Costs - Hilton HHonors guest-reward program 7930 Jones Branch Dr. - initial franchise fee* US$50,000 or - initial franchise fee $65,000 for first - management McLean, Va. 22102 US$400 per room, whichever is greater 100 rooms, $450 per additional room - purchasing (703) 883-1000 - royalty fee* 4.5% GRR - royalty fee 6% monthly GRR - site location hiltonworldwide.com - marketing fee 2.5% GRR - staff training President & CEO: Christopher Nassetta *Subject to Canadian Development Services - supplies VP & Managing Director Franchise Incentive Program - advertising/marketing Development N.E. USA & Canada: - design Thomas Lorenzo - Hilton HHonors guest-reward program - management

18 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com Make An Entrance. It’s Time We Met.

Invest in the hospitality leader with more than 4,000 hotels in over 100 countries and territories worldwide.* Best Western’s long history offers a solid foundation to build superior returns. As one of the world’s most recognized brands, Best Western’s redefined, three-tier guest experience now makes our global powerhouse an even more compelling investment, positioned for unprecedented growth in today’s segmented travel market. It’s time you met with The World’s Largest Hotel Chain® for all the profitable details.

The World’s Largest Hotel Chain® bestwesterndevelopers.com | 800.847.2429

*Numbers are approximate and may fluctuate. Each Best Western® branded hotel is independently owned and operated. Best Western and Best Western marks are service marks or registered service marks of Best Western International, Inc. ©2012 Best Western International, Inc. All rights reserved.

HotelierOct12_3Logo Ad 9-12.indd 1 9/28/12 10:50 AM ------The Franchise Report 2013 ------Holiday Inn Express History, Plans - advertising fee 2% - purchasing IHG (InterContinental Hotels Group) - established in 1988 - distribution fee 2.5% - staff training 2 Robert Speck Parkway, Ste. 600 - 10 properties in Canada; - loyalty program fees - supplies Mississauga, Ont. L4Z 1H8 316 properties worldwide (416) 675-6644 Services La Quinta Franchising, LLC holidayinnexpress.com Franchise Costs - design 909 Hidden Ridge, Ste. 600 President, The Americas: Kirk Kinsell - initial franchise fee $60,000 for first - management Irwing, Tex 75038 Chief Development Officer, The 150 rooms, $450 per additional room - national advertising/marketing (214) 492-6600 Americas: Joel Eisemann - royalty fee 4.5% monthly GRR - purchasing lq.com COO, The Americas: Bob Morse - staff training President: Wayne Goldberg Services - supplies Chief Development Officer & EVP of History, Plans - advertising/marketing Franchising: Rajiv Trivedi - established in 1991 - design InterContinental Hotels & Resorts - 78 properties in Canada; 2,171 proper - - Hilton HHonors guest-reward program IHG (InterContinental Hotels Group) History, Plans ties worldwide (all franchised) - management 2 Robert Speck Parkway, Ste. 600 - established in 1968 in - 446 hotels in the global pipeline - purchasing Mississauga, Ont. L4Z 1H8 San Antonio, Texas - site location (416) 675-6644 - 1 property in Canada; 825 properties Franchise Costs - staff training intercontinental.com worldwide (441 franchised) Please contact IHG Development for - supplies President, The Americas: Kirk Kinsell information regarding fees and a copy Chief Development Officer, The Franchise Costs of the brand’s Franchise Disclosure Hotel Indigo Americas: Joel Eisemann - initial franchise fee $50,000 Document at [email protected] IHG (InterContinental Hotels Group) COO, The Americas: Bob Morse - reservation fee 2.0% 2 Robert Speck Parkway, Ste. 600 - marketing fee 2.5% Services Mississauga, Ont. L4Z 1H8 History, Plans - royalty fee 4.5% - advertising/marketing (416) 675-6644 - established in 1946 - design hotelindigo.com - 3 properties in Canada; 168 properties Le Méridien Hotels - management President, The Americas: Kirk Kinsell worldwide; (161 franchised; 7 owned) Starwood Hotels & Resorts - staff training Chief Development Officer, The - 48 hotels in the global pipeline 123 Queen St. W. Americas: Joel Eisemann Toronto, Ont. M5H 2M9 Holiday Inn Hotels & Resorts COO, The Americas: Bob Morse Franchise Costs (416) 947-4825 IHG (InterContinental Hotels Group) Please contact IHG Development for lemeridien.com 2 Robert Speck Parkway, Ste. 600 History, Plans information regarding fees and a copy President & CEO: Frits van Paasschen Mississauga, Ont. L4Z 1H8 - established in 2004 of the brand’s Franchise Disclosure SVP: Eva Ziegler (416) 675-6644 - 2 properties in Canada; 48 properties Document at [email protected] Sr. Director of Development, Canada & holidayinn.com worldwide (all franchised) Alaska: Scott T. Duff President, The Americas: Kirk Kinsell - 51 hotels in the global pipeline Services Chief Development Officer, The - advertising/marketing History, Plans Americas: Joel Eisemann Franchise Costs - design - 1 property in Canada (franchised); COO, The Americas: Bob Morse Please contact IHG Development for - management 97 properties worldwide information regarding fees and a copy - staff training History, Plans of the brand’s Franchise Disclosure Franchise Costs - established in 1952 Document at [email protected] Knights Inn Canada - initial franchise fee US$85,000, - 63 properties in Canada; 1,200 Franchise Systems Limited plus $300 per key over 200 rooms properties worldwide; (1,197 franchised Services Full House Franchise Systems Limited - SPG fee 5% folio (4.1% blended and 3 owned) - advertising/marketing 2904 South Sheridan Way, Ste. 101 assessment for Starwood Preferred - 223 hotels in the global pipeline - design Oakville, Ont. L6J 7L7 Guest Members) - management (905) 829-4002 - marketing fee 1% Franchise Costs - staff training knightsinn.ca - reservations fee 0.8% GRS, Please contact IHG Development for President: Glen A. Blake plus $8.65/room information regarding fees and a copy Howard Johnson Canada - royalty fee 4% of GRS and 2% food of the brand’s Franchise Disclosure Franchise Systems Limited History, Plans and beverage sales Document at [email protected] Full House Franchise Systems Limited - established in November 2006 2904 South Sheridan Way, Ste. 101 in Oakville, Ont. Services Services Oakville, Ont. L6J 7L7 - 27 properties in Canada - advertising/marketing - advertising/marketing (905) 829-4002 - plans to add 6 properties per year - design - design howardjohnson.ca - financial assistance - management President: Glen A. Blake Franchise Costs - lease negotiation - staff training - initial franchise fee $5,000 - management History, Plans - equipment/site costs $5,000 - $15,000 - purchasing Homewood Suites by Hilton - established in January 2007 - other costs depend on - site location Hilton Worldwide, Inc. in Oakville, Ont. renovation requirements - site review and analysis 7930 Jones Branch Dr. - 65 properties in Canada - loyalty program - staff training McLean, Va. 22102 (all franchised) - franchise fee $25/room/month - supplies (703) 883-1000 - plans to add 6 properties per year - reservation fee US$4/reservation hiltonworldwide.com Or President & CEO: Christopher Nassetta Franchise Costs - marketing fee 2%, if applicable VP & Managing Director Franchise - initial franchise fee $35,000 - royalty fee 3%, if applicable Development N.E. USA & Canada: - equipment/site costs Thomas Lorenzo $15,000 - $75,000 Services - other costs depend on - national advertising/marketing renovation requirements - design - royalty fee 4% - management

20 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com

------The Franchise Report 2013 ------Lexington Collection by Vantage - 1 property in Canada; 30 properties rooms: $35/room/month or 3% of GRR MainStay Suites Vantage Hospitality Group, Inc. worldwide (all independently owned & monthly ($3,200 minimum) Choice Hotels International 3300 North University Dr., Ste. 500 operated) 10750 Columbia Pike Coral Springs, Fla. 33065 - plans to add 5-plus Lexington Services Silver Spring, Md. 20901 (877) 311-2378 Collections in 2013 - advertising/marketing (800) 547-0007 joinlexington.com - design choicehotelsfranchise.com CEO, President & Founder: Roger Bloss Franchise Costs - financial assistance is available President & CEO, Choice Hotels Group President of The Lexington - initial franchise fee $30,000, up to - lease negotiation International: Stephen P. Joyce Collection & Director of International 100 rooms; and $200 per each addi - - management Development: Bill Hanley tional room (one-time fee) - purchasing History, Plans - advertising fee $19/room/month - site location - founded in 1996 History, Plans - no royalty fee - choose between flat - staff training - 2 properties in Canada; 39 properties - established in 2007 monthly fees, up to 80 rooms: - supplies worldwide (41 franchised) in Coral Springs, Fla. $3,200/month minimum fee; 81-plus Franchise Costs - initial franchise fee $30,000 mini - mum, $300 per suite - total cost per suite $52,236 - $76,143 - advertising fee combined with system fee - royalty fee 5% GRR - system distribution fee 2.5% GRR

Services - advertising/marketing - design - staff training - supplies

Marriott Hotels & Resorts Marriott International, Inc. 2425 Matheson Blvd. E., Ste. 100 Join our Family Mississauga, Ont. L4W 5K4 (905) 366-5200 marriottdevelopment.com Today! VP, Development, Canada: Manlio “ Joining the Marescotti Full House Family Full House Franchise Systems Limited is dedicated to the performance, quality and growth History, Plans was the best of our brands. Howard Johnson is one of the world’s most - brand was established in 1957 decision I’ve recognized mid-priced hotel brands. Trusted around - 15 properties in Canada; 552 proper - ever made.” the globe, its brand has extraordinary reach and ties worldwide (227 franchised) enduring strength. - plans to add 3 more properties by Knights Inn is known for quality and economy Jaymin Pandit Glen Blake end of 2014 General Manager President by travellers looking for cleanliness, value and friendly Howard Johnson Inn Full House hospitality. The brand attracts value-conscious Toronto-Scarborough Franchise Franchise Costs Tel: 416-913-7184 Systems families, seniors and mid-level business travelers Limited throughout Canada and the US. - available upon request With our brands, you receive access to our resources and programs including: Services • Wyndham Rewards ® loyalty program - advertising/marketing • Rate & inventory management strategies - design • Canadian franchise support • Online & property direct training services - lease negotiation • Regional & local marketing tools - management • National marketing programs - purchasing • Electronic guest satisfaction surveys - site location • Property operation reviews - staff training • Preferred Alliance Group ’s - supplies purchasing power.

Find out how you can become part of the Microtel Inns & Suites Full House Franchise Systems Limited Microtel Inns & Suites, Master family by filling out an online franchise application at: Developer in Canada, MasterBuilt www.fhfsl.ca or contact: Hotels Ltd. [email protected] 1060 7th Street S.W., Ste. 200 Telephone: 1 (905) 829-4002 Calgary, Alta. T2R 0C4 Toll-free: 1 (800) 249-4656 (403) 543-8800 superiorlodgingcorp.com President & CEO: Marc Staniloff Marketing: Catherine Burdett

History, Plans - 4 properties in Canada; all franchised - plans to open five new units in 2013

22 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com

!""#$%!&'#()*#+,-'#.&",/01$%2'"3'4#5,-,63/'# 3/,"73/00###( 8)9)(:###(;:*#+5 Introducing our newest brand ------The Franchise Report 2013 ------Franchise Costs Franchise Costs - advertising and marketing fee 1.5% Services - initial franchise fee $40,000 - initial franchise fee $30,000 - reservations fee 2% - advertising/marketing - advertising fee 2% or $400/room - royalty fee 5% - design - royalty fee 6% - advertising fee 2% - lease negotiation - royalty fee 7% Services - management Services - advertising/marketing - purchasing - advertising/marketing Services - design - site location - design - advertising/marketing - global reservations - staff training - lease negotiation - design - operational support - supplies - management - lease negotiation - purchasing - purchasing - management - site review and analysis Park Inn by Radisson - site location - purchasing Carlson Rezidor Hotel Group - staff training - site location Novotel 701 Carlson Parkway, MS 8254 - supplies - staff training Accor Canada Inc. Minnetonka, Minn. 55305 - supplies 3670 Hurontario St. (763) 212-3475 Monte Carlo Inns Mississauga, Ont. L5B 1P3 parkinn.com Monte Carlo Hotel Motel Innternational Motel 6 (905) 803-6749 President: Javier Rosenberg 7045 Edwards Blvd. (G6 Hospitality LLC) novotel.com EVP, Franchising: Philip Silberstein Mississauga, Ont. L5S 1X2 Master Franchisor in Canada Regional VP Novotel: Eric Buitenhuis (905) 564-6194 Realstar Hospitality Corp. History, Plans montecarloinns.com 77 Bloor St. W., Ste. 2000 History, Plans - established in 1986 President: Dominic Meffe Toronto, Ont. M5S 1M2 - established in 1985 in Mississauga, Ont. in Minneapolis, Minn VP, Franchise Development: (416) 923-2724 - 7 properties in Canada; 393 world - - 1 property in Canada; 124 properties Danny Pedone motel6.com wide (86 franchised) worldwide (all franchised) President and COO: Irwin Prince - global expansion planned History, Plans Franchise Costs - established in 1984 History, Plans - initial franchise fee $500/room, Franchise Costs - 8 properties in Canada (6 franchised) - established in 1962 $50,000 min. - initial franchise fee US$35,000 - looking to expand in Niagara Falls - 18 properties in Canada; 1,000-plus - advertising fee 1.5% - total cost US$1,684,080 - US$4,790,6 80 and two other areas north and properties worldwide - distribution fee 2% - royalty fee 4.5% east of Toronto - royalty fee 3% - advertising fee 2% Franchise Costs - marketing fee 2% - distribution fee 1.25% - initial franchise fee $40,000 - reservation distribution fee 1.8%

Our Legacy, Your Community.

Let us put your town on the map. Our extended stay brand, is by your side from ground breaking to grand opening and beyond. Helping our owners build and manage a legacy that our stakeholders can be proud of is what we do best! We're more than just hotels, we deliver great returns by being your community's ambassadors.

For more information about Go on, extend your stay. branding opportunities, please contact: www.PomeroyInnAndSuites.com [email protected] 780.814.5295 Coming Soon Olds, Alberta!

Grande PrairieGrimshawVegreville Dawson Creek Fort St. John Chetwynd ------The Franchise Report 2013 ------Services - staff training Ramada Worldwide Inc. Red Roof Inn - advertising/marketing - supplies Wyndham Hotel Group Red Roof Inns, Inc. - design 22 Sylvan Way The Red Roof Building - management Radisson Parsippany, N.J. 07054 605 South Front St. - purchasing Carlson Rezidor Hotel Group (888) 223-4668 Columbus, Ohio 43215 - staff training 701 Carlson Parkway, MS 8254 ramada.com (614) 744-2600 - supplies Minnetonka, Minn. 55305 Brand SVP: Mark Young redroof.com (763) 212-3475 President: Andrew Alexander Quality radisson.com History, Plans EVP, Brand Operations and Franchising: Choice Hotels International, Inc. President: Javier Rosenberg - established in 1954 in Arizona Rob Wallace Choice Hotels Canada Inc. EVP, Franchising: Philip Silberstein - 73 properties in Canada; 843 5090 Explorer Dr., Ste. 500 worldwide (835 franchised) History, Plans Mississauga, Ont. L4W 4T9 History, Plans - established in 1972 in Columbus, Ohio (905) 206-7316 - established in 1962 Franchise Costs - 350 properties worldwide choicehotelsfranchise.ca in Minneapolis, Minn. - initial fee $1,000 plus greater (175 franchised) Managing Director - Franchise Growth - 18 properties in Canada; 409 proper - of $35,000 or $350/room - looking to expand into Canada & Administration: Brian Leon ties worldwide (415 franchised) - total cost $5.3 million - $12.2 million Managing Director - Franchise - global expansion planned (new construction) Franchise Costs Performance: Tim Oldfield - royalty fee 4% GRR - initial fee $27,000 Franchise Costs - advertising fee 4.5% GRR, including - other costs $3,000 (application fee) History, Plans - initial franchise fee US$75,000 reservation fee - total cost $30,000 - established in 1955 in Canada - total cost US$2,953,730 - US$7,301,230 - royalty fee 4.5% - 78 properties in Canada; - advertising fee 2.0% Services - marketing fee 4%, including all franchised - distribution fee 2.0% - advertising/marketing reservation fee - royalty fee 5.0% - design Franchise Costs - management Services - initial franchise fee $35,000 Services - purchasing - advertising/marketing - marketing fee 1.3% - advertising/marketing - staff training - design - royalty fee 4% - design - supplies - purchasing - reservation fee 1.75% - management - management - purchasing - staff training Services - staff training - supplies - advertising/marketing - supplies - design ------THERE’S ------The Franchise Report 2013 ------Renaissance Hotels Rodeway Inn STRENGTH Marriott International, Inc. Choice Hotels International, Inc. 2425 Matheson Blvd., Ste. 100 Choice Hotels Canada Inc. Mississauga, Ont. L4W 5K4 5090 Explorer Dr., Ste. 500 IN NUMBERS. (905) 366-5200 Mississauga, Ont. L4W 4T9 marriottdevelopment.com (905) 206-7316 VP, Development, Canada: choicehotelsfranchise.ca Rooms: 544,000 Manlio Marescotti Managing Director - Franchise Growth & Administration: Brian Leon History, Plans Managing Director - Franchise Properties: 6,700 - Marriott International acquired Performance: Tim Oldfield Renaissance brand in 1997 Ye a rs : 65 - 2 properties in Canada; History, Plans 155 properties worldwide (64 fran - - established in 1996 in Canada chised) as of the end of Q3 2012 - 3 properties in Canada; all franchised Countries: 30+ - plans to add 3 more properties by end of 2014 Franchise Costs - initial franchise fee $15,000 Potential: Unlimited Franchise Costs - marketing fee $10 per room - available upon request per month - royalty fee $30 per room per month, Services minimum $20,000 - advertising/marketing - reservation fee $10 per room - design per month - lease negotiation - management Services - purchasing - advertising/marketing - site location - design - staff training - staff training - supplies - supplies

Residence Inn by Marriott Sheraton Hotels & Resorts Marriott International, Inc. Starwood Hotels & Resorts 2425 Matheson Blvd. E., Ste. 100 123 Queen St. W. Mississauga, Ont. L4W 5K4 Toronto, Ont. M5H 2M9 (905) 366-5200 (416) 947-4825 marriottdevelopment.com sheraton.com VP, Development, Canada: President & CEO: Frits van Paasschen Manlio Marescotti SVP: Hoyt Harper II Sr. Director of Development, History, Plans Canada & Alaska: Scott T. Duff - Marriott International acquired Residence Inn in 1987 History, Plans - 19 properties in Canada; 624 proper - - 18 properties in Canada (15 fran - ties worldwide (488 franchised) as of chised); 424 worldwide the end of Q3 2012 - plans to add 10 more hotels by Franchise Costs end of 2014 - initial franchise fee $85,000, plus $300 per key in excess of 200 rooms Franchise Costs - frequency fee 5% folio (4.2% blended - initial franchise fee US$75,000 or assessment for Starwood Preferred US$500 per suite, whichever is greater Guest Members) - royalty fee 5.5% GRR - marketing fee 1% - marketing fee 2.5% GRR - reservations fee of 0.8% GRS plus $8.65/room Services - royalty fee 6% of GRS plus 2% of 905.206.7316 - advertising/marketing gross food and beverage sales choicehotelsfranchise.ca - design - lease negotiation Services - management - advertising/marketing - purchasing - design - site location - management - staff training - purchasing - supplies - site location - site review and analysis - staff training - supplies

CHOICE HOTELS CANADA®

Source: Internal data as of 9/30/10. Data reflects open and underdevelopment properties worldwide. ©2013 Choice Hotels Canada Inc. All rights reserved. hoteliermagazine.com 7:/13B=AB/G

3abSdO\1O\ORO

ESW\dWbSg]cb]X]W\]c`OeO`ReW\\W\UQVOW\]T[]`SbVO\!V]bSZaOa B]ZSO`\[]`SQOZZ&&& !"$& eSOQQSZS`ObS]c`U`]ebVOQ`]aa1O\ORO;WQ`]bSZWabVS]\Zg^`]b]bg^WQOZOZZ ]`dWaWbeVURSdSZ]^[S\bQ][ \SeQ]\ab`cQbW]\P`O\RW\bVSSQ]\][gaSU[S\bBVWa^`]dWRSaRSdSZ]^S`aO\R ]e\S`aZ]eQ]ab]TQ]\ab`cQbW]\Q][PW\SReWbVSf^S`bac^^]`bT`][U`]c\R P`SOYb]U`O\R]^S\W\UOZZPOQYSRPgbVS`SdS\cSUS\S`ObW\UO\RQ]abaOdW\Ua aS`dWQSa]TbVSe]`ZR¸aZO`USabV]bSZQ][^O\gEg\RVO[6]bSZ5`]c^

8]W\caOaeSS[PO`Yc^]\OaSQ]\RRSQORS]TSfQSZZS\QSO\Rg]c¸ZZc\RS`abO\R eVg;WQ`]bSZb`cZgWaµ23A75<324=@/03BB3@AB/G¶

0OaSR]\\c[PS`]TV]bSZa =TTS`W\UPg^`]a^SQbca]\ZgEg\RVO[6]bSZ5`]c^::1 AgZdO\EOg>O`aW^^O\g<8%#"'%!%#!$$/ZZV]bSZaO`SW\RS^S\RS\bZg]e\SRO\R]^S`ObSRSfQZcRW\UQS`bOW\Eg\RVO[O\RW\bS`\ObW]\OZ @O[OROV]bSZaeVWQVO`S[O\OUSRPg]c`OT¿ZWObS]`bV`]cUVOX]W\bdS\bc`S^O`b\S`–  Eg\RVO[6]bSZ5`]c^::1/ZZ`WUVba`SaS`dSR ------The Franchise Report 2013 ------Sleep Inn VP, Development, Canada: staybridgesuites.com History, Plans Choice Hotels International, Inc. Manlio Marescotti President, The Americas: Kirk Kinsell - established in 1999 Choice Hotels Canada Inc. Chief Development Officer, The - 1 property in Canada; 60-plus proper - 5090 Explorer Dr., Ste. 500 History, Plans Americas: Joel Eisemann ties worldwide Mississauga, Ont. L4W 4T9 - brand established in 1998 COO, The Americas: Bob Morse (905) 206-7316 - 2 properties in Canada; 298 world - Franchise Costs choicehotelsfranchise.ca wide (268 franchised) as of the end History, Plans - initial franchise fee $40,000 Managing Director - Franchise of Q3 2012 - established in 1997 - advertising and marketing fee 1.5% Growth & Administration: Brian Leon - plans to add 3 more hotels by the - 7 properties in Canada; 188 world - - royalty fee 5% Managing Director - Franchise end of 2014 wide; all franchised - reservations fee 2% Performance: Tim Oldfield - 71 hotels in the global pipeline Franchise Costs Services History, Plans - initial franchise fee* US$50,000 or Franchise Costs - advertising/marketing - established in 1989 in Canada US$400 per room, whichever is greater Please contact IHG Development for - design - 2 properties in Canada - royalty fee* 5% GRR information regarding fees and a copy - global reservations - marketing fee 2.5% GRR of the brand’s Franchise Disclosure - operational support Franchise Costs *Subject to Canadian Development Document at [email protected] - purchasing - initial franchise fee $35,000 Incentive Program - site review and analysis - royalty fee 4% Services - marketing fee 1.3% Services - advertising/marketing Suburban Extended Stay Hotel - reservation fee 1.75% - advertising/marketing - design Choice Hotels International - design - management 10750 Columbia Pike Services - lease negotiation - staff training Silver Spring, Md. 20901 - advertising/marketing - management (800) 547-0007 - design - purchasing Studio 6 choicehotelsfranchise.com - staff training - site location (G6 Hospitality LLC) President & CEO, Choice Hotels - supplies - staff training Master Franchisor in Canada International: Stephen P. Joyce - supplies Realstar Hospitality Corp. Springhill Suites by Marriott 77 Bloor St. W., Ste. 2000 History, Plans Marriott International, Inc. Staybridge Suites Toronto, Ont. M5S 1M2 - founded in 2005 2425 Matheson Blvd. E., Ste. 100 IHG (InterContinental Hotels Group) (416) 923-2724 - 2 properties in Canada, 60 properties Mississauga, Ont. L4W 5K4 2 Robert Speck Parkway, Ste. 600 staystudio6.com worldwide (62 franchised) (905) 366-5200 Mississauga, Ont. L4Z 1H8 President and COO: Irwin Prince GordonRWilliams_HH_Layoutmarriottdevelopment.com 1 12-03-07 ( 49:3716) 6 7AM5-66 4 Page4 1

www.williamshvac.com

Quality Product for your property

Enhance your guest experience while reducing your carbon footprint and operating costs.

Gordon R. Williams Corporation provides full turn key scalable energy management solutions through in room automation.

Zoneline Heating Another Green Solution! and Cooling

Toll Free 888-209-0999 www.williamshvac.com email: [email protected] 28 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com

------The Franchise Report 2013 ------Franchise Costs - annual conference - initial franchise fee $225 per suite, - management $30,000 minimum - opening and training support - total cost per room $42,116 - $63,765 - purchasing - advertising fee combined with - quality assurance system fee - staff training - royalty fee 5% GRR - system distribution fee 2.5% GRR Towneplace Suites by Marriott Marriott International, Inc. Services 2425 Matheson Blvd. E., Ste. 100 - advertising/marketing Mississauga, Ont. L4W 5K4 - design (905) 366-5200 - staff training marriottdevelopment.com - supplies VP, Development, Canada: Manlio Marescotti Super 8 Hotels Super 8 Worldwide Inc. History, Plans Master Developer in Canada - established in 1997 Sometimes Superior Lodging Corp. - 2 properties in Canada; 207 world - 1060 7th Street S.W., Ste. 200 wide (185 franchised) by end of Q3 2012 Calgary, Alta. T2R 0C4 - plans to add 6 more units by (403) 543-8800 end of 2014 You Need superiorlodgingcorp.com Chairman and CEO: Marc Staniloff Franchise Costs Marketing: Catherine Burdett - initial franchise fee * US$50,000 or To Reinvent US$400 per room, whichever is greater History, Plans - royalty fee * 5% GRR - established in 1975 - marketing fee 1.5% GRR - 133 properties in Canada (22 company ** Subject to Canadian Development The Wheel owned, 133 franchised) Incentive Program

Franchise Costs Services - initial franchise fee $21,000 - advertising/marketing - royalty fee 5% - design - advertising fee 3% - lease negotiation - management Services - purchasing - advertising/marketing - site location - design - staff training - lease negotiation - supplies - management - purchasing Travelodge, Travelodge Hotels - site location Royal Host Hotels GP Inc. - staff training Master Franchisor in Canada - supplies Travelodge Canada Corp. P.O. Box 45030 Thriftlodge RPO Brentwood Royal Host Hotels GP Inc. Calgary, Alta. T2L 1Y4 Master Franchisor in Canada (800) 646-2435 Travelodge Canada Corp. travelodge.ca P.O. Box 45030 VP: Steven Robinson RPO Brentwood Senior Director Franchise Sales Calgary, Alta. T2L 1Y4 & Development: Gerald Hendry (800) 646-2435 travelodge.ca History, Plans VP: Steven Robinson - established 1945 in the U.S.; Canadian Senior Director, Franchise Sales & operations established 1992 in Alberta Development: Gerald Hendry - 82 properties in Canada

History, Plans Franchise Costs - established in 1945 in the U.S.; - initial franchise fee $20,000 - $35,000 Canadian operations established - royalty fee 4.25% in 1992 in Alberta - advertising fee 4.25% Now Accepting - 10 properties in Canada Services Franchise Costs - advertising/marketing Applications - initial franchise fee $20,000 - $25,000 - annual conference - advertising fee 3.25% - management For Conversions - royalty fee 3.25% - opening and training support - partnership synergies & New Builds Services - purchasing - advertising/marketing - staff training [email protected] 416.966.8387 hoteliermagazine.com

M673_Hotelier_ReinventWheel_bleed.indd 1 12-09-27 4:27 PM ------The Franchise Report 2013 ------Tryp Hotels by Wyndham - purchasing - purchasing Wyndham Hotels and Resorts Tryp Hotels Worldwide, Inc. - staff training - site location Wyndham Hotel Group Wyndham Hotel Group - supplies - staff training 22 Sylvan Way 22 Sylvan Way - supplies Parsippany, N.J. 07054 Parsippany, N.J. 07054 Westin Hotels & Resorts (888) 223-4668 (888) 223-4668 Starwood Hotels & Resorts Wingate by Wyndham wyndham.com tryphotels.com 123 Queen St. W. Wyndham Hotel Group Brand SVP: John Green Brand SVP: Daniel Del Olmo Toronto, Ont. M5H 2M9 22 Sylvan Way Senior Director, Marketing: (416) 947-4825 Parsippany, N.J. 07054 Richard Flores History, Plans westin.com (888) 223-4668 - established in 1975 President & CEO: Frits van Paasschen wingatehotels.com History, Plans - 1 property in Canada; VP: Nancy London Brand SVP: Bill Hall - established in 1981 in Texas 90 worldwide (87 franchised) Sr. Director of Development, - 1 property in Canada; 109 worldwide Canada & Alaska: Scott T. Duff History, Plans (67 franchised, 2 company-owned) Franchise Costs - established 1995 in Delaware - initial franchise fee greater of History, Plans - 3 properties in Canada; 163 worldwide Franchise Costs $45,000 or $300/room - 15 properties in Canada (10 fran - (all franchised) - initial franchise fee $10,000 plus chised); 189 properties worldwide - total $12.3 million - $21.3 million (new US$300/room Franchise Costs construction) - total cost US$37.4m-$60.68m Franchise Costs - initial franchise fee $1,000 plus - advertising fee 3% GRR (new construction) - initial franchise fee US$85,000, plus greater of $35,000 or $350/room - distribution fee $3.67 for bookings $300 per key in excess of 200 rooms - total cost $6.03 million - $8.05 million - advertising fee 5% GRR through Wyndham or affiliate web - - frequency fee 5% folio (4.2% blended (new construction) - royalty fee 3% GRR sites/ $9.96 for bookings through OTAs, assessment for Starwood Preferred - royalty fee 4% GRR GD S and other electronic bookings; Guest Members) - advertising fee 4.5% GRR (includes Services $9.96 for voice reservations through - marketing fee 2% reservation fee) - advertising/marketing reservation system; 10% commission - reservations fee 0.8% GRS, plus - design for rights generated by brand’s paid $8.65/room Services - financial assistance search campaign - royalty fee 8% of GRS plus 3% of - advertising/marketing - management gross food and beverage sales - design - staff training Services - financial assistance - supplies - advertising/marketing Services - purchasing - design - advertising/marketing - staff training - financial assistance available - design - supplies - management - management

Hotelier_Jan '13_HalfPageHorAd_CTHRC emerit_FINAL_Outlines_v2.indd 1 12-09-03 5:21 PM TRENDS

ROLLING OUT THE RED CARPET The growth in Chinese tourism puts a spin on hospitality BY DENISE DEVEAU

ILLUSTRATION BY NATHALIE DION

With the number of Chinese tourists travelling to Canada growing by leaps and bounds, hoteliers in major urban centres such as Vancouver and Toron - to are learning it pays to cater to the cultural tastes of this increasingly im - portant group. Following Canada’s Approved Des - tination Status (ADS) in 2009 — which was granted by the Chinese government in time for the 2010 Winter Olympics — Chinese travel agents are now allowed to advertise and organize group tours to countries with the designation, making it easier for them to arrange group travel. From customized breakfast menus to complimentary designer slippers, savvy hoteliers are creating a variety of pro - grams and services to keep Chinese tourists coming back. An essential part of the guest experience is also about understanding the subtle nuances be - hind Chinese customs and preferences, Wsuch as the correct way to accept a per - market is staggering. Hohol, a specialist son’s business card (with two hands) in the hospitality and tourism indust ry, and the significance of numbers — believes hotels need to pay better at - nine is lucky, four is not. tention to Chinese guests. To put the There’s a strong business case be - impact of Chinese travel in context, hind the efforts to super-serve this Hohol says Canadian travellers ac - niche. In fact, Fran Hohol, principal count for 84 per cent of the business, with PKF Consulting in Toronto, says followed by the U.S. at 11 per cent, the growth rate of the Chinese tourism while the overseas market constitutes

32 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com There are many good reasons hote - liers are focusing on programs for the Chinese market, confirms Tony Pol - lard, president of the Ottawa-based Hotel Association of Canada (HAC). “In Canada, Approved Destination Status is expected to generate $300 million in new tourism revenues. When Australia got ADS five years ago, its numbers skyrocketed. In fact, travel more than quadrupled.” Forward-thinking operators such as Hilton Hotels & Resorts would agree. The company started to roll out the red carpet for Chinese travellers in 2010, with an initiative called ‘Hilton Huan- ying,’ which translates into ‘Hilton Wel - come’ in Chinese. Officially l aunched in 2011, the program is now offered at 69 participating properties, including sites in Vancouver and Toronto where, among other amenities targeted to the niche group, a Chinese-speaking front- desk clerk checks guests in and out. “Canada’s Approved Destination Status created a flurry of activity for hotels, especially in Vancouver and Toronto,” says Andrew Flack, VP, Global Brand Marketing, in Wash - ington, D.C. As a result, “Chinese trips into Canadian hotels have grown by 60 per cent over the 2011/’12 time frame.” Hilton worked closely with industry experts — including travel agents in China as well as specialists within its own hotel properties in Beijing — par - ticularly in the area of developing au - thentic Chinese breakfast menus. The about five per cent, with the top three per cent annually. According to hotel chain introduced original Chi - countries listed as the U.K., France and Hohol, “If that growth rate continues, nese foods such as fried dough fritters, Germany respectively. In 2012, China by 2013 the Chinese market will sur - congee (two varieties) and dim sum. is estimated to comprise approximately pass Germany, by 2014 it will surpass Chopsticks, Chinese spoons and soy five per cent of that group. France, and by 2017 it will surpass sauce dishes were also added to Hilton But the statistical make-up is the U.K.” In fact, says Hohol, “If you tableware. “The Chinese take eating changing quickly since the growth in look to 2020 or beyond, the Chinese and food extremely seriously. We’re the number of Chinese visitors com - market will be more than these three keen to offer authentic rather than ing to Canada has been increasing 20 core markets combined.” westernized versions of Chinese food,” hoteliermagazine.com JANUARY/FEBRUARY 2013 HOTELIER 33 HILTON HUANYING: ( clockwise from left ) A Chinese welcome at the Hilton includes Chinese breakfast with fried dough fritters, dim sum and congee; Flack explains. At Hilton’s Vancouver front-desk staff, fluent in Chinese Chinese Tourism dialects and personalized food, make by the Numbers Metrotown property, in Burnaby, B.C., the special breakfast ($18.50) is ordered Chinese guests feel at home. by request. According to the CTC, overnight arrivals to The ‘Hilton Huanying’ program Canada increased 22.4 per cent in 2011, encompasses three important hotel since Canada gained ADS (Approved touch-points: arrival, the guestroom Destination Status) in June 2009. and breakfast. Features include a wel - tant the population knows what level G In 2012, Chinese year-to-date travel was come letter written in Chinese di - of product to expect.” up 22 per cent over 2011, with more alects, a diverse Chinese breakfast Taylor notes Fairmont Hotels & than 200,000 Chinese tourists visiting menu, in-room tea kettles with assort - Resorts has a significant opportunity Canada between January and August ed Chinese teas, chopsticks, dedicated to provide Chinese travellers with 2012. Chinese television programming, and tailored and personalized offerings. G Trips to Canada by Chinese travellers complimentary limited-edition Water Meanwhile, Hilton announced a are expected to increase 25.2 per cent Dragon slippers designed by Vivienne new Chinese menu program for 2012 in 2013. Tam, a Cantone se fashion innovator. designed to provide greater personal - G The most popular destinations for Having a long-standing hotel pres - ization and enhanced culinary choic - Chinese travellers in 2011 were B.C. (37 ence in China has been an advantage es for Chinese guests travelling per cent), Ontario (32 per cent), Quebec not only in terms of expertise, but abroad. The offerings are comple - (12 per cent) and Alberta (10 per cent). also in building brand recognition mented by serving styles that reflect G Chinese visitors spent $1,724 per per - with travellers, Flack says. For exam - Chinese customs such as providing a son per trip after arrival. ple, Hilton sent team members from cold towel at the start of the meal G In 2011, Chinese travellers injected $408 its China properties to other loca - and a hot wash cloth at the end. million into the Canadian economy. tions to support the global launch. “We’re also looking to interact G The Conference Board of Canada says “We did our best to leverage our es - with the Asian consumer online,” ADS is expected to boost the early rate tablished presence there,” says Flack. Taylor explains. “Our website is avail - of travel to Canada from China by up to “Having a recognized brand plays an able in simplified Chinese to make it 50 per cent, come 2015. This will gener - important role in engaging tourists,” easier for Chinese travellers to re - ate $300 million in new tourism rev - confirms Mike Taylor, director of Pub - search and book stays with us. Since enues for Canada. lic Relations for Fairmont Hotels & many are socially active on the web, G According to the “World Travel Market Resorts in Toronto. “The Asia-Pacific we’ve also developed a presence on Global Trends Report (2011),” produced in region is where we’ve focused our busi - regional social media sites such as association with Euromonitor ness development, partic ularly in mar - weibo.com and youku.com.” Owned International, Chinese spending will be kets such as Beijing, Shanghai and by SINA Corporation, weibo.com is a up 17 per cent to $67 billion by 2015. Kunshan in the near term. It’s impor - micro-blogging site serving China and

34 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com global Chinese communities. Likewise, youku.com is China’s lead ing Internet Narrowing in on a Niche television company. Both have mil - lions of subscribers. Tony Pollard, president of the Hotel Association of Canada, studied Chinese culture while Beyond adjusting training practices lobbying for Approved Destination Status for Canada. His expertise is apparent in his and menus, Pollard suggests hoteliers publication Hospitality for Chinese Guests , the definitive resource on the subject, used by develop strong relationships with tour hoteliers around the world. Some of the more subtle touches Pollard suggests hoteliers guides. “Because the Chinese often employ when catering to Chinese visitors include the following: G Avoid booking a person of Chinese descent on a floor with the number four in it such as travel in groups, the tour guide is criti - 14, 24, et cetera. The word “four” sounds like the Mandarin term for “death.” The number cal to the check-in and service nine, on the other hand, is considered to be a lucky number. process.” Since the Chinese are rela - G Chinese travellers expect to be provided with a comb, toothbrush and slippers. tively new to international travel, he G Chinese guests enjoy tea and hot water. Therefore, a kettle in the guestroom is a wel - adds, they want and expect to have a come amenity. lot of what they have at home. “When G Chinese visitors love to eat and rarely skip a meal. However, breakfast — which typically in Canada, they want to do what they includes soups, eggs, sausages and bacon — should be finished by 8 a.m. Interestingly, do in China.” Ultimately, he says, it’s Chinese guests prefer white bread instead of whole wheat. the little things that count the most. G Always provide toothpicks and chopsticks. “If they have a good story to take G Fish and seafood are considered delicacies. Pork and chicken are preferred over beef. home with them, they’ll come again.” G Chinese travellers prefer beer and sweet red wines. G Popular travel times in addition to the summer months, include Chinese New Year When it comes to creating the ap - (January/February) and National Day Oct. 1. propriate guest experience, Hohol be - lieves Canada has a marked advan - tage in terms of staffing and cultural ket, she warns there’s another equally on our shores, treating them with awareness. “The multicultural fabric important group on the horizon. “The panache, by making them feel wel - we have in Canada is a big benefit.” other market hotels need to keep an come and at home — when in fact For hoteliers who think they have a eye on is India. It’s not far behind.” they’re miles from it — is good busi - Project5_Layoutleg up o 1n 12-12-18the gro w 11:31ing CAMhi n Pageese m1 ar - Regardless of who might be landing ness in any language. N

THE MAGAZINE FOR HOTEL EXECUTIVES// MARCH/APRIL 2012 $4 Triple Play

0 7 4 3 6 0

0 Print+Digital+iPad 4 #

T N E M E E R G A

S

E TheStyleIssue L A S

T

C Four Canadian designers weigh in U D

O SIGNATURE REPORT R

P on 10 trends shaping the hotel industry

L I A M

N O I T A C I L B U

P +

N A

I THE DIGITAL AGE • LABOUR • AMENITIES D A

N Now you can have it all! A

C hoteliermagazine.com

If you subscribe to Hotelier, you can now also get free access to our app edition! WELCOME HOME (from left to right): The Calla chair at Alt Hotel Quartier DIX30 Montreal; Moda Hotel Vancouver’s warm guestroom colour scheme creates a relaxed vibe; the Sheraton Gateway Hotel in Toronto International Airport lobby; The Hotel at River Rock in Richmond, B.C. T O P

R I Always innovating and constantly G H T

Living, Breathing Lobbies: Gone are the days comes fully equipped with Internet connectivity where changing, this year’s design trends motivate P H

of lifeless lobbies, stagnant vestibule areas guests can check email and print their boarding passes. O T

the newest and hottest hotel styles popping O

ignored by guests headed to their rooms. Hote- Additionally, The Hotel at River Rock in Richmond, G R

up in the Canadian marketplace. Hotelier A

1 liers now believe these areas are perfect for B.C., features a living lobby that is four-storeys high. P H

magazine surveyed the country’s leading Y showcasing the style and mood of a hotel. As such, Guests can chill out in the open-air space while enjoy- B Y

design teams to come up with our list of they’re equipping lobbies with innovative kiosks and ing the soothing sound of a waterfall and indoor pond. S S

In D

creative check-in areas, and, in the process, creating a G

10 trends influencing hotel design (in no I fun, social atmosphere with pizzazz. The common Spa-Like Bathrooms: Designing a bathroom N T particular order). The distinguished panel E R

spaces now serve as an oasis where guests can sit and space with spa-like elements is a great way I O

includes Mavis Truscott, hospitality design R relax. A central café lounge with multimedia stations to ensure guests have a relaxing stay. A slow I N lead at Calgary-based Sizeland Evans C are the norm. “Lobbies abound with opportunity — 2down and chill-out design invites guests to . It’s as simple as downloading it from the app store for

A

JACKIE SLOAT-SPENCER Tapping into give your guests the opportunity to use them for casual spend luxurious hours ensconced in their suites. Old N BY Interior Design; George Yabu and Glenn D

P

Style10 design trends meetings, socializing and as a gathering space,” says showers are out, body jet and rain showers are in, H

Pushelberg, partners at Yabu Pushelberg, O

that create hotels Julie Campbell of Vancouver-based SSDG Interiors with oversized bathtubs oozing luxury. And, these T O

Toronto; Robynne Moncur, principal de- G

with flair Inc. For example, the Sheraton Gateway Hotel at days, top-of-the-line textiles are the norm with terry- R A

signer at Moncur Design in Toronto and P

Pearson International Airport recently underwent a cloth robes, towels sporting high-thread counts and H Y

Julie Campbell, principal, SSDG Interiors $3-million renovation with an upgraded lobby that luxurious beauty items available in the bathroom. At B Y

E Inc., Vancouver. comes alive. The hotel’s Link@Sheraton lounge the W Montreal hotel, a Starwood property, M

A your iPad now.

¼ P E T E R

12 MARCH/APRIL 2012 HOTELIER hoteliermagazine.com hoteliermagazine.com MARCH/APRIL 2012 HOTELIER 13 Tap into a world of information at your fingertips, including signature reports and industry stats; profiles on the movers and shakers; and stories on equipment and technology, design and decor, and so much more.

kostuchmedia.com • hoteliermagazine.com am NG - 9 MEETI SERTA Z Z Z ESTS IED GU SATISF

IOR SUPER IER VICE SUPPL $ SER #1 TELS TO HO NS OPTIO SIDED MODEL! 2- VERY FOR E

ETICS AESTH QUALITY RT COMFO

Worth Noting... At Serta, we understand hoteliers have the highest standards when it comes to creating an enjoyable guest experience. That’s the reason we’ve developed a program that combines leading products, unmatched selection and superior service to our hotel partners.

For more information please contact:

Montreal/Toronto Alberta/Vancouver Winnipeg Christine Pella Graham Hall Brent Barkman 416-720-2907 604-765-9813 204-667-3782 [email protected] [email protected] [email protected] DESIGN

ROOMS WITH A VIEW From luxury brands to local boutique hotels, guestrooms are morphing into reflections of the surrounding terrain and social milieu BY DENISE DEVEAU

rand standards may be the determining factor when it comes “We a re always pushing the bound - to certain aspects of hotel design, but, for many hotels , the aries of culture, commerce and commu - guestroom is becoming a rich palette over which designers nity,” says Jeremy Vandermeij, director of can spread their creative wings. Taking inspiration from the Marketing and Public Relations for The surrounding environment, designers are collaborating with Gladstone Hotel. “What’s great is guests B local artisans — from woodworkers and millworkers to never get the same e xperience twice.” artists and photographers — to create a guest experience Creativity may be at the heart of that reflects the heart and soul of their communities. the room design, but standards had For example, the room designs at Toronto’s Gladstone Hotel have become to be maintained, he notes. “We told a benchmark for creative output. Acquired by the Zeidler family eight years every designer [a full-size] bed need - ago, the former hostelry was transformed into a veritable playground for cre - ed to fit in the room. Everything had ative spirits. Following an open call to artists, the hotel now boasts 37 differ - to be durable and each design had to ent bedroom concepts, from neon and faux-fur trimmings to art nouveau and include some sort of writing surface Victorian-inspired fixtures. or desk as well as a flat-screen TV.”

RUSTIC CHARM: (Top) Cedar panelling evokes Canuck nostalgia inside The Gladstone Hotel’s ‘Canadiana’ room hoteliermagazine.com JANUARY/FEBRUARY 2013 HOTELIER 37 GUESTROOM CHARM: (left to right) The Fairmont Pacific Rim channels the great outdoors with its nature-inspired design, while Hôtel Chez Swann layers bold colours and fabrics over a traditional black-and-white background

Stain-resistant finishes also needed to pass the “red-wine test.” Vander - From the Carpet Up meij estimates each design should last between five to 10 years before Designing a modern room is not as sim - a refresh is needed. ple as researching the latest colour and Beyond those requirements, the fabric trends. For large-scale projects, the design process begins two to three rooms became a blank canvas for the years before the hotel opens, says team of artists working under the guid - Claudia Leccacorvi of B&H Chil Design in ance of project manager Suanne Mc - Vancouver. Gregor. “Everybody went crazy,” Van - Interestingly, carpeting often kick - dermeij says. “Some rooms are com- starts the design process. Not only does plete Victorian replicas; others are it play a big role in acoustics, it sets the super-minimalist-modernist. There are stage for the colour palettes and finishes rooms within rooms and gorgeous ma - to follow, she says. “[Properties] go terials you don’t normally see,” such as through the wringer to come up with the stamped tin ceilings, exposed wooden right carpets. It can take months of joists, engineered plywood, original design and approvals.” The key is picking solid basics that pro - wooden floors and mosaics. vide a backdrop to elements that can The most popular rooms include eventually be swapped when fashion the ‘Canadiana’ suite which is re - gets fickle. “It’s like buying a suit. With a plete with high-end cottage kitsch, neutral colour and a crisp white shirt, you such as forest wallpaper, cedar sid - can accessorize it with things that have ing and illuminated bookcase; and less longevity but won’t break the bud - the ‘Offset’ room, where can - get to replace.” tilevered furniture hangs from a Being on top of clothing trends is help - skeletal structure made of wood ful when projecting three years out, she beams. In the ‘Teen Queen’ room, adds. “I’m always looking at what is loud pink and mauve colours adorn going down the runways, because I know in time it will end up in textiles, fin - the walls, while the ‘Faux Na - ishes and colours.” turelle’ room offers a rec-room vibe, with giant fur tapestries and Play - boy comic reproductions. Philip Barnes, GM, who describes At the Fairmont Pacific Rim in the ambiance as “luxury with sim - Vancouver, the natural backdrop for a plicity.” The guestrooms sport a spectacular bedroom design showcases combination of fabric, wood, marble a West Coast and Asian aesthetic. and artwork that showcase West The 377-room property, designed by Coast nature in everything from the architect James Cheng, opened just in backlit forest pictures hanging over time for the 2010 Olympics. the bed to the wooden case goods. “You get the sense when you’re in Given the size and scope of the de - this hotel that you’re not just any - sign project, it was paramount that where, you’re in Vancouver,” says guestroom choices were built to last.

hoteliermagazine.com The Ultimate Connector to the Hospitality Design Industry.

May 15 −17, 2013 Mandalay Bay ‡ Las Vegas

Sign up now and reserve your seats for our most popular sessions! First come, first served. ‡+'-+*WK$QQXDO5DGLFDO,QQRYDWLRQLQ+RVSLWDOLW\$ZDUGV&RPSHWLWLRQ ‡*UHHQ9RLFH&RQYHUVDWLRQVZLWKWKH([SHUWV ‡+',6+37RZQ+DOO2ZQHUV©5RXQGWDEOH ‡3DUW\E\WKH3RRO hdexpo.com

In association with Presented by Produced by Nielsen Expositions, a part of the Nielsen Company Swisssol ad_June_2012.B_Layout 1 12-05-09 12:02 PM Page 1

That meant classic styling, silver and soft colour palettes and signature wood accents. The rooms feature free-stand - ing case goods instead of built-in items that extend along the lengths of the walls to take up as little floor space as possible. B+H Chil Design in Vancouver was responsible for the interior design. According to senior associate Claudia Leccacorvi, “Every hotel we work on tries to create a sense of place,” she says. “In this case, it was all about clean lines and colours.” Given its milieu, the team was focused on highlight - ing the great outdoors, she explains. “The architect de - signed it so the windows are enormous. The view is so spectacular, whether it’s a stormy day or a deep blue sky. It was wonderful to work with.” What makes any luxury hotel shine and stand the test of time is the quality finishes and pristine tailoring, Leccacorvi contends. Textiles have to be resistant to wear-and-tear, and carpets need to be a minimum weight (36 ounces for the Fairmont), to maintain durability and acoustics; millwork and vinyl wall coverings also have to be finished to perfec - tion. “With the right choices you can usually extend the life cycle [from] seven to 10 years,” she adds. Classic styling may be everlasting, but the most extrav - agant room designs can be timeless. Montreal’s Hôtel Chez Swann, which opened in 2010, is housed in an old textile factory space, but its 23 guestrooms were inspired by French novelist Marcel Proust’s Du Côté de Chez Swann , (which translates to Swann’s Way ). Given the rooms range from 300 to 500 sq. ft., it was up to Mary Moegenburg, creative director at M2X, a Montreal-based design firm, to create something evoca - tive, eccentric and spectacular that maximizes space. Starting out with the simplicity of white walls and Frankly I have been amazed at the positive response from all guests commenting on the change, they appreciate the black flooring, Moegenburg adorned them with jewel- convenience, the enviromenttally friendly packaging and many toned colours and fabrics. Green shag “grassy-knoll” also remark on the quality of the fragrance of the product. throw rugs bring a touch of faux-nature, while LED lighting Nicholas Carson – General Manager highlights the stairs coming into the room. Coffee table s of the Prince George Hotel, Halifax NS are chunks of reclaimed tree-trunks, and exotic six-foot high plush headboards tower over raised beds. She then It reduces impact on the waste stream. The Press+Wash dispenser itself is made entirely from PET recycled product. The used theatrical red-velvet curtains to create spaces within liquid product containers are recyclable too, and they squeeze out spaces, by draping curtains over the glass walls of the every last drop of product. This system eliminates the need for floor-to-ceiling shower. “This wasn’t about making it a miniature toiletries that clog our landfills and waste liquid product and soaps. Our housekeeping team and guests love Press+Wash. Proust hotel — it was about the idea of playing with sen - sory memory,” Moegenburg explains. Hugh Sibbald - Proprietor The Briars Resort, Local talent and manufacturing operations are the Conference Centre & Spa, Jackons’s Point, ON source of Chez Swann’s vast array of signature items, in - cluding 360 lb.-steel desks from Delta Furniture, wooden armoires from St-Ambroise furniture makers and lamps from recycled parts by Lampi Lampa. “Nothing is off the shelf,” Moegenburg boasts. While the creative director’s mantra is to create a unique experience whatever the project, she acknowl - eco-friendly edges designers always have to take stock of today’s reali - Help save the environment Tel.: 1-705-687-5445 USE PRESS + WASH E-Mail.: [email protected] ties . “In this economy, you also need to know what the budget is and understand the clientele. That pretty much forms the backbone of how we design.” N Help SAVE the enviroment while SAVING 30-35% per year. Dispensers are tamper proof and drip free. Made in Germany hoteliermagazine.com

OPERATIONS

THE GREAT DIVIDE How unionization and diversity are affecting the work environment at Canadian hotels BY LISA VAN DE VEN

he news came at the end of gued, managers led employees to be - September, almost four years lieve they’d no longer qualify for the T to the day from when the company RRSPs. “Taken as a whole, drive to unionize began. The Ontario the hotel’s illegal activity was of such a Labour Relations Board (OLRB) nature that the wishes of the employ - made its decision. Mississauga, Ont.’s ees cannot be ascertained in a repre - Novotel now had a union — Unite sentation vote,” the OLRB declared. Here Local 75. But, the decision wasn’t the end of The Board ordered automatic union the story. A similar case regarding the certification at the Accor-owned Novotel Ottawa is now before the hotel. The decision came after man - OLRB and another is scheduled to agers allegedly linked unionization begin for the Novotel North York in with job losses and told employees February. Though Novotel declined to they would have to switch doctors and comment, in early December, it issued dentists if a labour union was intro - a statement emphasizing its position. duced. According to reports, it was ar - “Since 2008, Novotel hotels in Canada

42 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com [Union] power is increasing. Politically they’re starting to be a player … that kind of power can be used by hotels “ — Steven Tufts, York University

have been subject to a confrontational ”to reject the idea of unionizing their organizing effort by Unite Here. The CLEANING UP workforces, Steven Tufts says workers union has disrupted guest services, orga - aren’t the only ones who can benefit nized boycotts, filed legal proceedings Report after report is shining the spotlight from unions. Tufts, an associate pro - and used systemic and repeated misin - on unclean hotel rooms, but Steven Tufts, fessor at Toronto’s York University, formation in an effort to organize our an associate professor at Toronto’s York and author of a report called, “Immi - University, sees another problem. He says locations in North York and Ottawa.” grants and the Toronto Foodservices hotel room contamination — such as the According to the release, the com - troublesome touch-points revealed in a and Accommodation Services Sec - pany initiated mediation with Unite report by CBC’s Marketplace last year — tor,” believes unions certainly cost Here regarding the North York and can be sourced back to an evolving clean - hotels in wages and benefits, but they Ottawa hotels “to allow our employ - ing environment. He attributes the conta - also simplify and institutionalize ees to focus on their jobs and contin - mination problem to increased room quo - human resource policies and create ue to provide outstanding service to tas for housekeeping staff and an ever- an “efficient way of controlling the our clients.... Through mediation and increasing number of amenities in hotel labour process and administering subsequent discussion, we agreed to rooms — from coffee makers and ports for workers.” In fact, they’ve already the vast majority of the union’s re - digital devices to heavier sheets with high - demonstrated what they can achieve quests, including offering to allow er thread counts that take longer for house - by helping advocate for Toronto’s Unite Here to hold meetings in the keepers to change. These new amenities 2015 Pan Am/Parapan Am Games. hotel to discuss their union with em - need special attention from room atten - The month-long event is expected to ployees, offering to hold a secret bal - dants, giving them less time to thoroughly bring sports-tourism dollars to Toron - lot vote to allow employees to decide clean everything in the room. “The amenity- to, a potentially lucrative opportunity creep, combined with the room-quota sys - for themselves if they wanted to be for hotels. tem … just increases the intensity of the represented by the union and offering labour process,” Tufts says. “[Union] power is increasing,” Tufts an alternate membership-card says. “Politically they’re starting to be process, which the union said they a player … that kind of power can be preferred to a democratic vote.” their heads, are always thinking ‘I used by hotels.” Unions in the service The release goes on to state, “The might get fired for this’ or ‘this will ruin industry aren’t as strong as those in union has refused these offers and my chance for advancement.’” the automotive industry, he adds, but chose to continue with its litigation The Novotel case is not unique. In as the partnership between manage - and its ongoing efforts to damage recent months, other hotel union sto - ment and unions matures and their Novotel’s business. This is regrettable ries have made headlines. For exam - work comes together more closely, and Novotel can only assume that it is ple, Quebec City’s Hilton hotel and the benefits seen in other industries because Unite Here is not confident Laval’s Holiday Inn negotiated an could come to fruition. “The hotel in - our employees would support them if agreement with Confédération des dustry isn’t quite there yet,” he adds. given a fair chance to decide.” Syndicats Nationaux (CSN), while That said, some of the benefits Whatever the reason for the union’s Montreal’s Holiday Inn Select unions bring can also cause problems. refusal to accept Novotel’s offers, Sinomonde and Hotel Espresso had For example, the “one-size-fits-all sys - Daniel Bastien, a former employee at staff lockouts. tem” isn’t always a good thing, says Novotel North York and now a Unite John Martin, executive director, Em - Here organizer says, “Workers in a non- POWER STRUGGLE ployee Relations at Fairmont Hotels unionized environment, in the back of Even while some hotel staff continue & Resorts. “Unfortunately, this isn’t hoteliermagazine.com JANUARY/FEBRUARY 2013 HOTELIER 43 Colleagues who bring different work styles, experiences and cultural backgrounds learn to adapt to varying situations, which “ can foster an environment of mutual respect and understanding — Michelle D’Souza Fairmont Hotels & Resorts

always in the best interest of our col - hotel work, awareness and under - leagues, who sometimes prefer a more ”FAST FACT standing of the needs of immigrant individualistic approach,” he points workers could improve. In fact, out. Approximately 40 per cent of Since medieval times, guilds — as unions have helped train workers, ex - Fairmont’s global employees have unions were known then — were created panding their skills, and in doing so, union representation, and Fairmont improving their opportunities for ad - to protect and boost members’ living actively fosters that relationship by vancement. “Of course, hotels, like holding regular meetings with its standards, providing them with a every other big corporation, have eq - unions — trying to stay abreast of the prescribed pathway to navigate success. uity hiring policies,” Tufts adds. “It issues to prevent any surprises. For example, through membership in varies a great deal by company .” It’s a two-way relationship. “Our Fairmont Hotels & Resorts has in - a guild, a worker could progress from unions regularly tell us they have corporated information on diversity healthy relationships with us, and apprentice to craftsman, to journeyman, into its Code of Ethics, introducing we treat our colleagues well and and, eventually, to master craftsman. a range of initiatives meant to help work with them, not against them,” immigrant workers transition to says Martin. “This doesn’t mean we also a segmented market as some Canada, from assistance with appli - agree on everything, but when we specific groups of employees are cations — including employment disagree, it’s respectful, and we fol - over-represented in certain jobs. For and permanent residency paperwork low the process in place to deal with example, women from the Philip - — to a mentorship program that disagreements.” pines, the West Indies and China partners employees with someone often work in the housekeeping de - from their country of origin to help TODAY’S DIVERSE WORKPLACE partment, and immigrant workers them acclimatize. A big benefit of unions is they can are generally over-represented in Diversity isn’t just a buzzword any - give a voice to those who feel they back-of-the-house jobs, meaning more, adds Michelle D’Souza, Fair - have none, such as immigrant work - more Canadian-born workers are on mont’s manager of HR Compliance. ers, says Nuredin Bulle, secretary- the frontlines. While language can She believes the success of a compa - treasurer for Unite Here. Bulle be a barrier, it isn’t always the prob - ny depends on its “ability to attract worked at the unionized Delta lem. “[Employers] can stereotype cer - and retain a diverse workforce.” Chelsea Toronto for 15 years, start - tain groups as being good at certain Starwood Canada is also creating a ing employment at the property soon things,” Tufts explains, adding em - new diversity and inclusion policy after he arrived in Canada from his ployers don’t always recognize skills that should be finalized by 2013. native Ethiopia. from abroad. “So if people don’t The HR effort is paying off at Fair - It’s no surprise the hotel industry have a very big résumé they get [an] mont. “Colleagues who bring differ - relies heavily on an immigrant work - entry-level position at the back-of- ent work styles, experiences and cul - force. “In one of our hotels, we have the-house.” tural backgrounds learn to adapt to people coming from 18 different However, Tufts suggests that cli - varying situations, which can foster countries,” Bulle says. Such diversity mate may gradually change. As gener - an environment of mutual respect can pose challenges, explains York ation 1.5 — or immigrants who come and understanding,” D’Souza says. University’s Tufts. While the hotel to Canada at a young age and adapt to And, with today’s diverse cus - industry represents one of the coun - the culture — continue to enter the tomer base, that’s something every try’s most diverse labour markets, it’s college system and find front-of-house hotel should get behind. N

44 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com TECHNOLOGY

But, today’s guests are travelling with their own hardware, software and content. They own smartphones, tablets and laptops with thousands of gigabytes of music and movies stored on their devices or in the “clouds.” They have subscription services such as iTunes, Netflix, YouTube, Skype and Hulu, and they can access a host of Internet sites that stream music and video. They play interactive games, competing with global users at any time of the day. Today’s travellers — from gen Xers to Ys, millennials and baby boomers — are well versed in technology. As a result, hoteliers must provide guests with more bandwidth, while en - hancing guestroom entertainment content to “push” data to the guest. Flat-screen TVs are now available in a variety of sizes and can be mounted on the wall, broadcasting in high-defini - tion (HD), while creating theatre- quality viewing and built-in superior surround-sound systems. Special com - mercial-grade hotel TVs, made by LG, Samsung, Panasonic, Sharp and Philips also offer special features to access PUSH AND PULL hotel information, pay-per-view Hoteliers are finding a balance between upgrading movies and the protection of digital in-room entertainment and integrating customer devices rights of the broadcasters. BY WARREN MARKWART The hotel guest can also “pull” en - tertainment content to their own de - vices and connect these to the TV, which consumes an enormous oday’s guestroom entertain - amount of bandwidth. ment technology is changing at a rapid pace, and hotels are THE “PUSH” Tfacing a dilemma keeping guests satis - More than 80 per cent of hotel rooms fied with their connection. Guestroom are equipped with flat-screen TVs, and entertainment has become a confusing many have computer processors, hard maze of hardware, content and con - disks and Wi-Fi capability. But, less nectivity that is increasingly complex. than 20 per cent of hotels broadcast in In the past, guestroom entertainment SEAMLESS ENTERTAINMENT: HD as cable infrastructure often re - (clockwise, starting from top) involved a TV set with network chan - The Delta Calgary South’s new quires costly upgrading to deliver the nels and pay-per-view movies. The multimedia ports let guests plug enhanced signal. guest could use the TV for entertain - in their devices; Innvue’s pay-per- Hotels “push” two types of content view in high-definition provides ment, to display hotel information, a clearer picture; Lodgenet’s app through the TV — “Free to Guest” order room service, view a hotel bill or functions as a TV remote control regular network and speciality chan - check out of the hotel. nels that, with the introduction of hoteliermagazine.com JANUARY/FEBRUARY 2013 HOTELIER 45 The Bandwidth Problem

Bandwidth is like a plumbing system made of pipes, pumps and faucets. It’s measured by the size of the pipe, how strong it is, how much pressure can be pumped in the pipe and how many faucets it has. In the past, guests connected to the Internet through modems over a telephone In addition to installing the latest TVs in its guestrooms, the upgraded line, similar to a small pipe where very little pressure can be applied, resulting in a slow flow of room features a “jack pack,” manufac - data. Then guestrooms were wired with Category-5 cables (Cat 5), similar to a large iron pipe tured by LG Electronics, an all-in-one that could handle more pressure, making the flow strong and fast. Eventually, guestrooms multimedia hub that provides users became equipped with Wi-Fi, similar to a spray nozzle on a garden hose that is connected to a with multiple audio and video inputs big iron pipe. I n some areas, not enough water (data) can be sprayed in the right places. If the so the guest can connect any device gardener wants more water he has to install more pumps, hoses and spray nozzles. — including an iPhone, smartphone, Smartphones and tablets are growing in popularity, and they use tremendous amounts of tablet or laptop — to the TV. DVD/CD players, video-game con - data. Guests are now demanding more bandwidth, which is costly for hotels. The solution is soles, MP3 players and camcorders to invest more capital to upgrade the systems and charge higher monthly fees for more data. can also be connected, giving the Many hotels are considering a similar approach to Internet providers — a tiered fee structure guest a range of possibilities for enter - whereby customers are billed based on the data used and speed of service. Basic connec - tainment. If the guest doesn’t connect tion speed delivers email and web surfing for a nominal fee. A high-speed connection, devices, the in-room TV display will which would allow faster streaming of videos and music, would cost more. remain on the source selected; when a device is connected, the interface switches to display the new source. digital TVs, now offer more than 100 hotel rooms. Paul Johnson, VP of With the demand for high-speed channels as well as on-demand pay- Product Development for the Bramp - Internet continuing to grow, many per-view, which shows new release ton, Ont.-based company, says guests hotels are finding their network band - movies. Its main competition is “over- who use the app end up buying more width infrastructure is inadequate to the-top” content, Internet-based con - movies. The app is easier to navigate meet demand. “Guests want more tent that can be downloaded or than using a TV remote and displays bandwidth. They are streaming video stre amed from the web. information quickly, resulting in im - at increasing volumes, and do you Rogers and Bell Canada are major pulsive movie purchases. charge for that?” asks Irwin Prince, suppliers of free-to-guest network chan - InnVue, a Montreal-based in-room president and COO of Realstar Hos - nels and hosts of speciality channels. entertainment company that offers pitality. Do hotels “push” more enter - Geoff Baker, VP, national sales manag - pay-per-view movies and TV signals, tainment to hotel guests, or create an er, Bell Satellite TV For Business, says has also developed technology to ele - infrastructure to make it easy for them the free-to-guest channels, including vate the on-screen experience, using a to “pull” entertainment content, any - sports, local news and weather, major system to deliver HDTV over the where in the hotel? “The guest expec - network TV channels and movies re - hotel’s current coaxial wire systems — tation is that the hotel technology main popular with guests. without costly upgrades. InnVue un - will work the same as at their home,” Pay-per-view suppliers, such as Lodge- derstands how guests are accessing and sums up Delta Hotel’s Guardian. “It’s net — the largest supplier of pay-per- viewing entertainment content today. got to work simply.” N view channels — are offering more en - “On a PC you have to look for the en - tertainment options for the guest by tertainment, [but] on a TV the enter - Warren Markwart is the principal utilizing other in-room devices. The tainment comes to you,” says Louis- of MK2 Hospitality, Toronto, which service, a vailable in more than 1.2-mil - Philippe Nöel, president of InnVue. specializes in integrating hospitality lion guest rooms worldwide, is enhanc - technology with revenue-manage - ing pay-per-view movie systems, devel - THE “PULL” ment strategies, guest service and oping technology to blend together the Today’s guests prefer to connect their business objectives. The 30-year in - “four-screen-world” of a TV, laptop, own devices to the Internet and also dustry vet has held executive roles tablet and smartphone. have the ability to connect their de - at Fairmont Raffles International Lodgenet recently launche d a mobile vice to the TV to access their pic - and Delta Hotels and Resorts. He app that turns a smartphone into a re - tures, video and music. was recently honoured with the mote control for the TV. Guests can Paul Guardian, executive director Award of Merit by the international use their smartphone to change chan - of Brand Operations at Delta Hotels, Hospitality Financial & Technology nels, adjust volume and display pro - says Delta has recently redesigned its Professionals association. He can gramming guides. The ap p has already guestroom concept with a focus on in- be reached at warren.markwart@mk2 been installed in more than 600,000 room entertainment and technology. hospitality.com.

46 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com Set a new standard in room service.

Give your clients the quality they deserve with HD TV service from Bell. It’s an affordable and reliable way to provide stunning HD picture quality to every room. Flexible solutions such as a customized programming guide and personalized hotel channels to advertise your services ensures your guests will experience the best you have to offer.

Visit bell.ca/hotels or call 1 877-543-2069

BEL1459_HM.indd 1 12-01-24 10:01 AM

File Name Trim Size (File) Trim Size (Final) Usage BEL1459_HM 8.125" x 10.875" 0" x 0" Hotelier Colours Live Area (File) Live Area (Final) 4C 7.625" x10.375" 0" x 0" Art Director / Designer Bleed Size (Final) Bleed Size (Final) Andrea 8.625" x 11.375" 0" x 0" Proof Size File Size Visual Opening (File) Visual Opening (Final) Notes 100% of fi nal size 100% of fi nal size 0" x 0" 0" x 0"

Creative Assoc. Art Direc- Copy- Account Copy Layout Director Cr. Dir. tor Writer Designer Person Client Approvals: Client Revisions: 00 HOTELIER

Keith Simmonds Great Wolf Lodge, Niagara Falls, Ont. BY ROSANNA CAIRA

s GM of Canada’s first indoor water-park re - A sort, Keith Simmonds knows a thing or two about hav - ing fun. Since opening the Great Wolf Lodge seven years ago, the Edmonton native has been calling the Niagara Falls resort home, while leading a “pack” of 650 employees intent on fulfilling his mission of “cre - ating family traditions one family at a time.” While the 100,000-sq.-ft water park is a huge draw, attracting families from Ontario and upstate New York, “the most unique ele - ment of Great Wolf is the exclu - sive nature of the family experi - enc e,” explains Simmonds. “Our lobby is our grand losophy is “systems before smiles to guarantee con - living room, and the Cub Club and Story Time allow sistency. Our guests arrive at a facility that is clean, families to truly connect when not swimming and well-maintained and presented in a fashion that ex - sliding,” he says. “Most importantly, our Pack Mem - ceeds their expectations,” he says. “Service should bers are driven to host and entertain guests of all ages be respectfully informal in a manner such that we as though we’re hosting them in our own log cabin .” deliver products and services or resolve issues so our Like any hotelier operating in today’s competi - guests can enjoy their stay and will wish to return.” tive environment, Simmonds and Fun abounds at Great Wolf Lodge, and this past FIRST JOB: The Grocery Store his team are challenged to find a year the 406-room hotel introduced MagiQuest, a in Whistler, B.C. balance between generating viable first-of-its-kind live-action attraction that has trans - HOBBIES: Spending time with financial returns while providing formed the Lodge, with guests returning for more his wife and two boys, aged 10 great value for our guests. We adventure outside the water park. “We’re continual - and 12, is Keith Simmonds’ first achieve that balance with a range ly evolving our entertainment programming with priority, but he enjoys cycling, of rates, starting at $199 — which live performances and the addition of our New skiing, hockey and running. includes two days of water park ac - Year’s Luau in the water park. Although the bricks GOAL: To expand the Great Wolf cess for a family of four — and hit - and mortar of Great Wolf Lodge are unique, we de - Lodge nationally ting a high of $600.” velop new programming, menus and packages tai - Given that Simmonds helms a lored to the different holidays and demand periods.” P H

unique hotel, it’s no surprise his management style is At the end of the day, it’s all about providing O T characterized as energetic. “Open communication is quality service that resonates with guests, a philoso - O G R

key to setting and reaching new targets for program - phy paying dividends for the hotel proven by the A P H

ming in all levels and areas of the organization,” he announcement last year it had won the Canadian Y

B Y

explains. “Not only will you generate the best ideas Tourism Human Resource Council (CTHRC) D O

from employees, but you’ll also have the best chance award for Excellence in Human Resources. The U G

of delivering a seamless guest experience if everyone lodge was also a finalist for the Air Canada Business F O R

is up to speed and engaged in the process.” of the Year Award, clearly demonstrating that tak - S T E

Though fun is the ultimate goal, Simmonds’ phi - ing fun seriously can be a winning proposition. N R

48 JANUARY/FEBRUARY 2013 HOTELIER hoteliermagazine.com Quality and comfort, it’s in our very fabric.

Guests appreciate quality , and Sysco Guest Supply oers the most comprehensive range of quality textiles available in Canada. Our selection of brand name towels and bed linens delivers comfort and durability for every budget and décor. Treat your guests to an extra layer of luxury with plush mattress toppers, comforters and blankets. And be sure to set the right tone for your next event by choosing from our colourful collection of table linen and skirting.

We’re here to help you ensure that every detail of your guests’ experience – from the bed linens to the banquet tables – is consistent with the quality of service you provide. Good things come from Sysco Guest Supply.

1-866-483-782 2 www.guestsupply.ca

GuestSupplyAd3_Textiles.indd 1 8/11/09 4:16:40 PM LT770H (32”/37”/42F”/47F”) Design the Comfort of your Guests LG Pro:Centric Smart offers all the customizable tools that our partner can optimize Hotel TVs with IP-based programs; Web-kit and HTML5.

Save Big on Costs Save big on the expenses of managing the Hotel TVs with LG’s unique STB integrated solution and IP over Coax.

Enjoy Smarter Connectivity Commercialized connectivity is ever revolutionized with Smart TV functions such as Smart Share and WiDi, which enables guests to play and view content from their digital devices on their in-room TVs.

For more information, please call 1.888.824.6211 or visit LGcommercial.ca