Issue 48 ⁄ second quarter 2018 ⁄ The home of hospitality management

THE TALENT PIPELINE

INTELLIGENT COLLABORATION BETWEEN EDUCATORS AND INDUSTRY CAN CLOSE THE SKILLS GAP AND STOP THE CHURN

Adam Rowledge FIH Qualifications Concord Training Get that job! A natural leader and an The Institute and Confederation of 50 years of developing talent Major employers support inspiration to young people Tourism and Hospitality join forces IRUWKHȴQHVWKRWHOV Passion4Hospitality ANNUAL DINNER & AWARDS 2018

TUESDAY 19TH JUNE 2018 - 6PM

VENUE: PARK PLAZA WESTMINSTER BRIDGE, 200 WESTMINSTER BRIDGE ROAD, LONDON SE1 7UT

For more information about bookings and awards visit www.instituteofhospitality.org/annualdinner Or contact our events team at [email protected] or 020 8661 4904

Event sponsored by:

@IoH_Online IoHOnline ioh_online #IoHawards instituteWELCOME NEWS

Pathways to success Where is our next generation of leaders and senior managers coming from? It is a question often asked in hospitality management and education circles. Your latest issue of HQ Magazine is packed with answers and opinions on the matter.

On page 20 our chief executive Peter Ducker FIH is optimistic that there is a VXɚFLHQWYROXPHRIWDOHQWHGDQGHQWKXVLDVWLF\RXQJKRVSLWDOLW\PDQDJHPHQW students coming out of universities and colleges. It is up to all of us to ensure they ȴQGZD\VWRDFKLHYHWKHLUIXOOSRWHQWLDOZLWKLQRXUVHFWRUDQGWKDWZHGRQRWORVH them to other industries, he says. Editor, Ben Walker Aih Still just 32-years-old, Adam Rowledge FIH SJS is a rising leader on the hotel [email protected] management scene and a superb role-model for new entrants. Our in-depth interview with Adam (pages 26-28) showcases the importance of creating the right culture within the workplace that allows talent to grow and shine. “I’ve worked at some great hotels, but Georgian House is by far the role where I have felt most PRWLYDWHG)LQGLQJWKDWFXOWXUDOȴWZDVWKHNH\IRUPHȋKHVD\V A UK government review into higher education is now underway with the outcomes expected in early 2019. The review is concerned about choice and value for money within a system where almost all institutions are charging the same price for courses. The review may mean some tourism and hospitality courses will either need to change their approaches radically or risk becoming obsolete, says John Swarbrooke of Plymouth University on pages 30-33. Of course, a university degree is by no means the only route into a successful hospitality management career. Sue Williams FIH MI, current Hotelier of the Year, is just one of hundreds of professionals who started their careers with the Concord hotel management programme. Celebrating its 50th anniversary, Concord’s Glen Harrison MIH reveals all about this unique on-the-job training scheme which specifically targets youngsters coming out of FE colleges who do not wish to go to university. Finally, the Institute has formed a new partnership with the Confederation of With thanks to the Institute of 7RXULVPDQG+RVSLWDOLW\WRGHOLYHU,QVWLWXWHRI+RVSLWDOLW\TXDOLȴFDWLRQVWRHYHU Hospitality’s Company Patrons, increasing numbers in the UK and across the world. Find out more about this Business Partners and exciting new venture on pages 14-15. Academic Partners Editor, Ben Walker AIH

www.instituteofhospitality.org 03 Inside this issue...

INSTITUTE OF HOSPITALITY Trinity Court, 34 West Street, Sutton, Surrey SM1 1SH T: +44 (0)20 8661 4900 W: www.instituteofhospitality.org EDITOR - 06 - - 20 - BEN WALKER: T: +44 (0)77 6532 0690 E: [email protected] NEWS Peter Jones MBE FIH CONTRIBUTORS Our AGM, Annual Dinner & Awards :K\KDVWKHJRYHUQPHQWGURSSHG Lenka Trckova, Peter Jones MBE FIH, Peter Ducker FIH, Angela Roper FIH, John Swarbrooke, Natalie Haynes MIH, Claire Holland are on 19 June WKH7OHYHOLQKRVSLWDOLW\" MIH, Guy Hilton MIH, John Wileman FIH MI, David Poet, Richard Lewis, Prateek Adhikari MIH, John Hunt FIH, Andrew Richardson MIH EDITORIAL BOARD MELVIN GOLD FIH (chair), principal consultant, Melvin Gold Consulting; PATRICK HARBOUR FIH, director, Harbour & Jones; JONATHAN LANGSTON FIH, co-founder HotStats, The AHC and Adsertor; SYLVIE BABOUT-JAMES FIH; THOMAS KILROY MIH, entrepreneur; CHRISTOPH HOFFMANN FIH, founder of hsk-knowledge.com and quality assurance director, Omni Facilities Management; CHRIS WARDLE FIH, consultant, Expense Reductions Analyst and chairman of the Institute’s West of England Branch; BILL BROGAN FIH, catering and conference manager, St John’s College, Cambridge Published on behalf of the Institute of Hospitality by

H2O PUBLISHING, Joynes House, New Road, Gravesend, DA11 0AJ - 21 - - 22 - T: 0345 500 6008 W: www.h2opublishing.co.uk ADVERTISING TEAM Peter Ducker FIH Passion4Hospitality 2018 GRAEME WALKER: Project Manager T: +44 (0)1474 520 270 E: [email protected] Reasons to be optimistic 5HOLYHWKHH[FLWHPHQWRIRXUODUJHVWHYHU DESIGN STUDIO about our future VWXGHQWDQGLQGXVWU\QHWZRUNLQJHYHQW MARC AYRES: Studio Manager NEPOR NGOBEH: Production Manager MATT BAILEY, JIM LYONS, MIRANDA WILLAN © 2018 Institute of Hospitality All rights reserved. Hospitality magazine is published by the Institute of Hospitality. Reproduction or transmission in part or whole of any item within this magazine is not permitted until prior written agreement has been granted by the Editor. While every effort has been made to ensure the accuracy of the information in this publication, the publisher accepts no responsibility for errors or omissions. The products and services advertised are those of individual suppliers and are not necessarily endorsed by or connected with the Institute of Hospitality. The editorial opinions expressed in this publication are those of individual authors and are not necessarily those of the Institute of Hospitality.

- 26 - - 30 - Adam Rowledge FIH SJS The talent pipeline

The paper used within this publication has been sourced from A rising star in UK hotel management With higher education under scrutiny, Chain-of-Custody certified manufacturers, operating within with a strong will to take the some hospitality and tourism courses international environmental standards, to ensure sustainable sourcing of the raw materials, sustainable production and to industry forward FRXOGEHȴJKWLQJIRUWKHLUVXUYLYDO minimise our carbon footprint.

04 www.instituteofhospitality.org instituteCONTENTS NEWS Issue 48 ⁄ second quarter 2018

- 34 - - 38 - The end of business as usual 50 years of Concord training Angela Roper FIH on corporate hotel Glen Harrison MIH reveals all about the vertical disintegration industry’s best-kept secret

- 42 - - 48 - - 50 - A winning partnership Memory lane Cybercrime and GDPR +RZ6KHɚHOG+DOODP8QLYHUVLW\DQG John Wileman FIH MI on his choice What businesses need to do to Hilton are working closely together between architecture and hotels protect themselves

- 52 - - 54 - - 55 - Tableware trends what3words The training cycle Creativity is all the rage but weird, wacky New location technology improving Understand the theory to deliver DQGXQK\JLHQLF DUHGHȴQLWHO\RXW the travel experience effective training

- 56 - - 57 - - 58 - Returning to work in the UK A postcard from Singapore WHAT’S ON John Hunt FIH offers advice for Andrew Richardson MIH on his journey The best conferences, webinars and returning expats from East Anglia to East Asia events all on one page

www.instituteofhospitality.org 05 INSTITUTE NEWS

AGM & ANNUAL AWARDS DINNER NEW MANAGEMENT GUIDE: GENDER PAY GAP SPONSORED BY: REPORTING

The media has been focusing heavily on the gender The must-attend hospitality pay gap whether it’s Hollywood stars or BBC event of the year will take workers. Companies with more than 250 employees place on Tuesday 19 June 2018 are required to publish a gender pay gap report each at the Park Plaza Westminster year. The report must be shared on a government Bridge London. website. Hospitality sector specialist Jonathan Gray AGM: 5pm at Pitmans Law provides a concise guide on how Welcome reception: 6pm companies should proceed when preparing and Dinner & Awards: 6.45pm publishing their gender pay gap reports.

INSTITUTE’S AWARDS Members have free access to our management During dinner we will announce the Institute’s Award Winners and the guides. Hospitality Assured Winners. As a member of the Institute you can nominate www.instituteofhospitality.org/genderpaygap your colleagues for the following awards: • Best Graduate Scheme of the Year • Best Student Placement of the Year (sponsored by Pitmans Law) • Talent Development Team of the Year TAKE PART IN MENTOR ME TICKET PRICES • Early bird rates (members only). Please book and pay by 11 May 2018 Nearly 50 members £89 inc VAT (members); £890 inc VAT (members’ table of ten) are currently taking £109 inc VAT (non-members); £1090 inc VAT (non-members’ table of ten) part in Mentor • Booking Rates from 11th May 2018 Me, the Institute’s £99 inc VAT (members); £115 inc VAT (non-members) unique mentoring £990 inc VAT (members’ table of ten); £1150 inc VAT (non-members’ table of ten) programme, but we want many more of you to take advantage of Make nominations and book your places now at: this excellent opportunity. www.instituteofhospitality.org/annualdinner Neil Shorthouse FIH, founder and MD, Shorthouse Hospitality International, has been a mentor to Tom Noller AIH, who started as a commis chef while studying at Westminster Kingsway College, has worked front-of-house with Caprice Holdings and is now bar manager at Merchant’s Tavern in London. Noller was a national finalist in the Gold Service Scholarship in 2016 and 2017. Commenting on his experience as a mentor, Shorthouse says: “It was a real privilege to THE DORCHESTER COLLECTION WON be chosen as a mentor for the Mentor Me BEST GRADUATE SCHEME LAST YEAR programme with the Institute. Over the past six months I have been able to share my own experiences, along with being able to guide my mentee through some challenging times. It NEW FELLOWS IN 2018 has also been fantastic to see Tom mature and grow within his role, and gain the confidence Warmest congratulations to our newest Fellows who have had their membership to push himself further. Ultimately it is great to status upgraded in the last three months. be able to give back and see how the industry • James Nettleton FIH, proprietor, Esplanade Hotel is growing and changing.” • Richard Finn FIH, general manager, Hilton Cambridge City Centre Alistair Sandall FIH, the Institute’s head of • Kenneth Ivory FIH, vice president of operations, Creative Dining Services professional development, says: “Please take • Peter Pitham FIH, managing director, Catering Consultancy Bureau advantage of what is one of the most fulfilling • 1LDOO&RZDQ),+JHQHUDOPDQDJHU)DLUPRQW5DɛHV+RWHOV,QWHUQDWLRQDO and beneficial benefits of membership. There • Tim Penter FIH, director, Praxis Hospitality is plenty more capacity for both mentors and • Jan-Paul Kroese FIH, general manager, Belmond Le Manoir aux Quat’Saisons Via the members area, all Fellows can access the Fellows’ Directory, a high-value mentees. Get in touch now.” DQGH[FOXVLYHQHWZRUNLQJEHQHȴWRIPHPEHUVKLS To register your interest in Mentor Me, To check your eligibility for an upgrade to Fellowship please call +44 (0)20 8661 email: [email protected] 4900 or email [email protected]

06 www.instituteofhospitality.org INSTITUTEinstitute NEWS NEWS

HOTELYMPIA AND DIVERSITY YOUR INSTITUTE CHARTER WEBINAR SERIES Register for your free one-hour interactive sessions delivered by hospitality experts and gain practical knowledge you can The Institute had a stand at Hotelympia (London, March) and immediately apply within your role. Wherever you are in the world, enjoyed meeting members and visitors. Sarah Peters MIH, our from Somerset to Singapore, our webinars are accessible via a head of commercial development and events, hosted the ‘Be A computer or hand-held device. Dragon - Creating Women Entrepreneurs’ panel discussion on To book your webinars go to www.instituteofhospitality.org International Women’s Day (8 March). The Institute is playing a prominent role in the promotion 1 MAY 2018 3PM UK TIME of diversity in the workplace. Sarah signed the Women In The advantages of joining hotel marketing consortia Hospitality 2020 Charter with Tea Colaianni of PWC, the chair Peter Hancock FIH MI, Pride of Britain Hotels of the initiative. Peter will impart his knowledge and experience to extract the full The Charter is a pledge by organisations to achieve at benefits of joining marketing groups in general and not just Pride least 33% female representation across boards and executive of Britain. committees by 2020. The Institute has added its name to signatories including Hilton, Bourne Leisure, Georgian House, 22 MAY 2018 3PM UK TIME Merlin Entertainments, Mitchells & Butlers, Odeon Cinemas Crisis resilience: security, terrorism and duty of care and Rank Group. David Poet, Arthur J Gallagher This commitment follows on from the Institute’s hugely what you need to do to fulfil your duty of care to employees and guests. successful Women In Hospitality event in London in Tips on how you can improve your resilience and manage any crises which September 2017 (see HQ issue 45 Autumn 2017). do occur.

29 MAY 2018 3PM UK TIME The wine procurement process Paul Green, Wine Ed Learn how to transform your wine procurement process and your bottom line from expert trainers endorsed by the Institute of Hospitality.

12 JUNE 2018 3PM UK TIME How to remain top on TripAdvisor Jonathan Raggett FIH MI, Red Carnation Hotels How to deliver genuine hospitality consistently from an award- winning expert on exceeding customer expectations and gaining SARAH PETERS MIH CHAIRS PANEL DISCUSSION positive reviews.

26 JUNE 2018 3PM UK TIME Apprenticeship Levy update Adele C Oxberry FIH, Umbrella Training How to ensure you have a return on investment with the levy. Top tips on how to implement an effective apprenticeship programme even if you are a small business.

17 JULY 2018 3PM UK TIME Storytelling and science: the marketing secrets you need to know

THE INSTITUTE’S STAND WAS BUSY WELCOMING VISITORS Karen Fewell, Digital Blonde Insights into the latest developments in digital marketing, this session will help supercharge your marketing and boost your business.

24 JULY 2018 3PM UK TIME Developing an effective purchasing strategy Chris Durant FIH, The Litmus Partnership Developing strong and effective supplier relationships; how technology can save time and money and the role that purchasing consortia and third party specialists can play. Note: If the scheduled time (3pm UK time on Tuesdays) is not convenient, you can still access the webinars at a later date from our website.

TEA COLAIANNI CHAIR OF WIH 2020 AND SARAH We are keen for members to host webinars on their specialist subjects. PETERS MIH SIGNING THE WIH 2020 CHARTER Please contact our head of professional development, Alistair Sandall FIH. Email: [email protected] www.instituteofhospitality.org 07 INSTITUTE NEWS

CRITIQUIE A warm welcome CRITIQUIE provides a feedback solution giving a confidential and honest exchange between customers and businesses. This easy and anonymous feedback solution can provide to our newest constructive criticism and praise quickly to businesses. It’s just as quick and easy for businesses to analyse this feedback data, act BusinesS Partners on it and ultimately improve their business & increase profit. Managing director Louise Newman says: Lightspeed EPOS Meiko UK “Launching in 2017 at the Great Hospitality Since 2005, Lightspeed EPOS has developed Meiko UK is a specialist supplier of warewashing Show, CRITIQUIE has gone from strength to a fully-integrated platform that empowers equipment, from under-counter and pass- strength. Forming solid bonds with HOSPA, independent businesses in hospitality to better through models, to rack and flight type machines. ARENA, and now the Institute of Hospitality manage their day-to-day operations and Available on many of its machines, Meiko’s GiO ensures a depth of knowledge in the grow their businesses. Lightspeed Restaurant reverse osmosis water treatment eliminates water hospitality sector which makes our product provides a cloud-based platform designed to softeners, while delivering the most hygienic the best and most effective insight solution help restaurants manage staff, menus, ordering, washing results that sparkle right out of the available. Our ethos is about aiding businesses restaurant floors & payments — all in one place. machine, with no need for hand polishing. to gain the insight they need from customers As Jerome Laredo, vice-president (EMEA Meiko offers all-inclusive ‘no bills’ ‘peace of all in confidence. Our unique service ensures & Asia) states, “Lightspeed EPOS has helped mind’ packages with planned maintenance and this, dramatically reducing social media thousands of small and medium-sized a guarantee of ‘no extra bills’ for three or five chatter, with customers now having an easy businesses compete with the big brands through years. Its regional sales managers provide advice and effective way to communicate directly the use of technology and we look forward to nationwide, covering everything from machine with businesses. Whether it’s for consumer continuing support the food service industry selection to award-winning technical support. opinion, event management or peer reviews, in the UK and around the world through the Tel. +44 1753 215120 CRITIQUIE can cover them all in a clean and Institute of Hospitality.” Email: [email protected] simple way.” www.lightspeedhq.co.uk www.meiko-uk.co.uk Email: [email protected] www.CRITIQUIE.com

To learn more about becoming a Business Partner of the Institute, contact Sarah Peters MIH. Tel: +44 (0)20 8661 4914 Email: [email protected] Legal corner

What types of pay and benefits can and consolidated into the standard pay they will example, meals purchased from a staff cannot be subtracted from the national count towards the NMW. canteen), unless the purchase is required minimum wage? • Expenses or allowances, including repayment by contract or otherwise required by the of money spent in connection with the job employer in connection with employment Following the recent naming and shaming • Expenses for travel to a temporary • Deductions that are not for expenditure of companies who have failed to pay the workplace (and related subsistence) eligible connected to the worker’s employment, national minimum wage (NMW), we explain for tax relief but that are for the employer’s own use or below what types of pay and benefits an • Tips and gratuities benefit (for example union subscriptions and employer cannot count towards or lawfully However, there are certain deductions that pension contributions) deduct from a worker’s pay if it reduces the can be taken out of the NMW rate: • Tax and NI overall pay per hour below the NMW: • The accommodation allowance (a fixed • Expenditure in connection with amount that can taken out of the hourly Jonathan Gray, partner, Pitmans Law employment, for example, to cover the cost NMW rate if accommodation is provided) D +44 (0)23 8083 7785 of tools or uniforms • Because of the worker’s conduct in respect M +44 (0)782 594 0525 • Any premium paid for overtime or shift work of which the worker is contractually liable E [email protected] • Any allowances or payments that are not • Accidental overpayment of wages attributable to the employee’s performance, • Payments made by the worker (but not for example London weighting or an on-call deductions) in respect of the purchase of allowance. However, if such payments are goods or services from the employer (for

8 www.instituteofhospitality.org INSTITUTE NEWS / instituteENDORSEMENT NEWS ENDORSEMENT NEWS

NEW - DIRECTION TRAINING RENEWAL - UPSKILL PEOPLE

“A passion for hospitality drives the focus of “Completing Institute of Hospitality Direction Training to deliver professional endorsed courses gives our clients training for industry staff, make professional the assurance, and our learners the learning accessible for the smallest of recognition, that our e-learning is high- businesses and achieve excellent customer quality and relevant,” says Pete Fullard service support,” says Judith Clarke, managing AIH, managing director of Upskill People. director of Direction Training. “We are really pleased to see that “We are delighted to receive endorsement from the Institute of the Institute’s Professional Review Panel Hospitality. As the lead body for professional standards in our industry, commended our courses as being up-to-date and well designed. this approval will give our learners and clients the confidence that their They also praised the elements of interaction and humour that training is in safe hands. make Upskill People courses so memorable and therefore effective. It’s Operational experience along with the development and delivery of great to see we are achieving what we set out to do – make hospitality a wide range of training programmes has inspired Direction Training to e-learning easy, improve businesses and help people shine.” offer a different approach to online learning. Visuals and interactions are designed to not only focus the learner but to make them think and learn for themselves and develop an understanding of why the points are important in developing professional standards. As we develop further programmes, we look forward to working closely with the Institute of Hospitality to promote professional best practice standards.” To learn more about endorsement by the Institute, contact Maria Lockwood FIH Tel: +44 (0) 20 8661 4908 Email: [email protected]

www.instituteofhospitality.org 9 INSTITUTE NEWS / roux scholarship

THE FINALISTS

THE JUDGES

THE DEBONING OF A PIGEON WAS A FIDDLY TASK

THE RECIPE OF PIGEONNEAUX VALENCIENNES-STYLE, WITH A VIN JAUNE SAUCE INCLUDES WHOLE ROASTED PIGEONS STUFFED WITH FORCEMEAT AND SWEETBREADS Martin Carabott crowned 35th Roux Scholar

Martin Carabott has won the 2018 Roux 6FKRODUVKLS0DUWLQEHDWȴYHRWKHUȴQDOLVWVLQD ȴHUFHO\FRQWHVWHGȴQDOKHOGDW:HVWPLQVWHU.LQJVZD\ &ROOHJH/RQGRQRQ0RQGD\0DUFKZKHUHWKH\ ZHUHDVNHGWRSUHSDUHDQGVHUYH3LJHRQQHDX[ THE WINNER MARTIN CARABOTT 9DOHQFLHQQHVVW\OHZLWKDYLQMDXQHVDXFH WITH MICHEL ROUX JNR

he 29-year-old chef who was (HALM) last summer.” get any easier with experience, there’s always a national finalist in 2016 and Commenting on the 35th national final, something unexpected. There’s always pressure 2017 was battling it out against Michel Roux Jr said: “There was a fantastic when you are watched by these superstar chefs. Ben Champkin from L’Enclume, standard, six highly motivated and talented You need to be disciplined and focused.” Cumbria; Oliver Marlow chefs. They all struggled with the boning of The six chefs, all under 30 years old, had Tfrom Roganic, London; Sam Nash from the pigeon, which was a real challenge and three hours to cook the Auguste Escoffier- L’Enclume, Cumbria; and Ryan Porter from not something often found on a menu, but it inspired recipe, in front of the judges. It was Northcote, Lancashire. required a classic skill and that’s what The Roux Martin’s last chance to enter the competition, Peter Ducker FIH, chief executive, Institute Scholarship is all about.” which is open to chefs under 30 years old. The of Hospitality, said: “The Institute has always Alain Roux added: “As with all the other finalists are all keen to enter again. Last given Roux scholars membership as part of their Scholarship final recipes, there is a core year’s winner Luke Selby works alongside Martin prize because, as a management institution, challenge at its heart, this time to debone a Carabott at Ollie Dabbous’ new restaurant Hide. it is important that we recognise that chefs pigeon which is a small, fiddly bird. To perform The winning chef receives £6,000 and are managers too. They have a great deal of this successfully took not only skill but also an invitation to cook and train under the management responsibility in terms of their time and careful planning. This recipe was a real supervision of a leading chef at a prestigious teams, procurement and health and safety. challenge, but the winner was outstanding.” three-star Michelin restaurant anywhere in the We now also have direct involvement with the Winner Martin Carabott said: “I’d been in the world for up to three months. This is in addition administration of the competition through our national final for the last two years but this was to an impressive list of prizes and culinary acquisition of Hospitality and Leisure Manpower much more difficult this year. It really doesn’t experiences provided courtesy of the sponsors.

10 www.instituteofhospitality.org INSTITUTE NEWS / RESOURCES THE MENU MUSEUM

Ioannis Pantelidis FIH wants his unique international archive of menus to keep on growing and remain free to users

he Menu Museum is an Once registered, users can upload their own interactive online menu archive menus or collections of menus. Pantelidis that facilitates research and adds that the website continues to be a work teaching in menu design, in progress and wants to bring it to the wider pricing and food and beverage attention of the international hospitality Ttrends. It currently features more than 640 community in order for it to grow. menus and has over 1,500 users. The website can be an important teaching Ioannis Pantelidis FIH, principal lecturer in aid. Pantelidis has used it to compare a 1970s hospitality and culinary arts at the University Dorchester menu with its equivalent today. of Brighton, started the website with his He says: “Students are able to explore the colleague Ken Woodward. Pantelidis says: “I differences - how the pricing strategies differ, had a big collection of restaurant menus that I the design and the types of dishes on the was using for food and beverage management- menu. I want to keep the website free and I related modules. When I came to Brighton I want the community to use it.” started teaching with Ken who had his own The Menu Museum won the 2017 collection, so when we put the two together Teaching Innovation Award, presented by we had about 500 menus which we scanned The Council of Hospitality Management and uploaded onto the website. Since then Education. The Menu Museum received a further 140 menus have been uploaded by initial funding from the European Union. users, which is great.” Subsequently both the Savoy Educational The collection includes a menu replica from Trust and Trigger Solutions have helped with For further information contact: the Titanic (1912) and a 19th century menu server hosting and maintenance costs. Dr Ioannis Pantelidis FIH from the Dorchester, London. Menus can be View the Menu Musuem here: Tel: +44 1273 64 4748 searched for by country and year of origin. https://menumuseum.eu Email: [email protected]

www.instituteofhospitality.org 11 INSTITUTE NEWS

VICTORY SERVICES CLUB TAKES COMPANY SPONSORED HR RESOURCES MEMBERSHIP AND SUPPORT FOR MEMBERS The Victory Services Club is the latest business to take Company Sponsored Institute members now Membership of the Institute. have access to a new range Operations director Mark of free, customisable HR Field FIH has chosen resources for download and colleagues who were use in their businesses. These resources nominated as employees of are provided by our Business Partner the month and made Institute SpaYse International, leaders in hospitality membership part of the prize. recruitment. The Victory Services Club Membership include Foxhills, The following templates are available: is a private military members club, Surrey; Hotel ICON, Hong Kong; • Staff handbook located in central London near Marble AA Hotel Services, Mount Charles, • Disciplinary and capability policy Arch. Established in 1907, the venue Bespoke Hotels, Novotel London • Maternity and family-friendly policy recently completed a substantial West, The Bloomsbury, Evolve • Grievance policy refurbishment and can accommodate Hospitality, The Royal Airforce Club, • Acknowledgement of grievance letter a wide spectrum of events. The Club and Michels and Taylor. • Flexible working meeting letter is a registered charity that re-invests • Flexible working decision letter revenue from commercial events to To learn more about Company • Paternity and parental leave rights letter fund schemes, including breaks for Sponsored Membership contact • Pregnancy rights letter injured members of the Armed Forces, Sarah Peters MIH veterans and their families. Email: sarah.peters@ The templates are available now for download: Other organisations to recognise instituteofhospitality.org www.instituteofhospitality.org the benefits of Company Sponsored Tel: +44 (0)20 8661 4914

12 www.instituteofhospitality.org INSTITUTE NEWS / PLANDAY

HOW TO BECOME AN IRREPLACEABLE MANAGER

Planday shares tried and tested day-to-day tips on hospitality management best practice

hether you’re a new store, make sure you know how to run the commitment to company goals. If your manager or a seasoned till and change the lightbulbs. If you run superiors don’t know who you are or what expert, there is always a restaurant, know how to wait on tables value you bring, they won’t see you as room to brush up and wash dishes. You are never too good to essential to the company’s success. on your leadership do the same work that is expected of your Wand management skills. Even if your daily team. Show them you are willing to get your STAY PROACTIVE AND ADAPTABLE routines are solid and you’ve mastered all hands dirty and you will earn their respect, Things at work change. They always do. the tasks your role requires, it’s possible but above all their loyalty. The manager who Instead of meeting it with resistance, to feel you could be doing a little bit extra. knows their job from inside out is also the accept what’s happening and learn to adapt Becoming irreplaceable as a manager isn’t most respected. quickly. If you see something that needs to an exact science. Respect, dependability be done and you know how to do it, don’t and hard work are at the core of job security SEE THE BIGGER PICTURE throw up your hands and say: “that’s not both inside and outside the hospitality Regardless of your area of work, you should my department!” Sometimes work outside industry. To truly become irreplaceable excel on a day-to-day basis, while being able to of your remit will be required. In this case, means your department, and to a certain predict future roadblocks. You can also show be ready to offer help, or at least know degree the whole business, would find it true leadership by knowing how your work who to ask for advice. This should be easy hard to function without your expertise. So brings value to the business’s bigger picture. once you’ve developed relationships across how can you make yourself indispensable? How does your department affect stakeholders departments. Even when you’re working in other parts of the business? What can you on something outside your department, KNOW WHAT’S HAPPENING do to improve the status quo? If you’re going make sure to bring new ideas to the table When something changes, be the first one to to be irreplaceable, it should be because a part to demonstrate that you’re not stuck in know about it. Make yourself irreplaceable of your organisation finds it harder to work old ways of thinking. Employers always by becoming the go-to person colleagues ask productively without you. appreciate ‘outside the box’ thinking that can for advice when they are unsure, or when fix inefficiencies. Once you’ve established they may not yet be comfortable asking their BE VOCAL AND VISIBLE yourself as that person, people will look to own managers. When people see you as a If you’re uncomfortable drawing attention you for suggestions, making you someone dependable, approachable quick learner that to yourself, you may need to start working that can be counted on for support as well as shares knowledge readily, you’ll be respected on your assertiveness. In meetings, people big ideas. and appreciated. who speak up, ask relevant questions and clarify information get noticed. Actively For further information on how Planday GO BACK TO BASICS participating in meetings not only shows can help you become more efficient, No task is too small. If you manage a engagement but also demonstrates please visit: planday.com/uk/

www.instituteofhospitality.org 13 INSTITUTE NEWS / Qualifications

A new future for the Institute’s qualifications

The Institute has formed an exciting new partnership with the Confederation of Tourism and Hospitality (CTH) to deliver Institute of Hospitality qualification to ever-increasing numbers in the UK and across the world. CTH’s director Simon Cleaver provides the details

Tell us about the Confederation of How did the new partnership with Tourism and Hospitality the Institute come about? We have 5,000 students a year at the Paul Evans FIH, chair of the London Branch, moment. Our biggest locations are the UK, sits on our Academic Council and he said: “You South Africa and the Indian sub-continent. must talk to the Institute. You could do so much The majority are coming out of high school together.” So I reached out to chief executive Peter and doing a course before going into their Ducker FIH. It was happy timing. For the Institute, first job. 16 to 25-year-olds are our focus. there was a need to do something about their SIMON CLEAVER AND PETER That’s why the partnership with the Institute qualifications and put them on a stronger footing. DUCKER SEAL THE DEAL makes so much sense for us, because we And for us, to be able to offer a better professional did have our own professional membership membership package was a lovely mutual benefit involved because it’s an important part of its scheme but it was pretty moribund, to be that happened as soon as Peter and I started charitable purpose. It’s a partnership. Let’s honest. It’s so much nicer now that we can talking. It was patently obvious that we needed see how we can grow together and become a recommend membership of the Institute to to focus on doing one thing well rather than success story because that will then feed back students when they graduate, where they can too many things. We are just going to focus on into generating members, and making the get magazines, benefits, branch activities, qualifications, the thing we live and breathe. Institute relevant and valuable to the industry. CPD training, networking and all the things they want in their careers. Our job is to At what stage are we are the CTH has a wide geographical reach, deliver qualifications to get them from school moment? with similarities to the Institute’s into their careers. That’s what I want to focus The partnership has been announced to Institute The area where the partnership is of most on and then let the Institute take charge of members and Approved Centres and we’re importance to us is actually the UK. One of my professional development from then on. just beginning to take over. We had our first key targets is to develop our activities in the UK. We need to double our student numbers registrations from an Institute Approved Centre Like the Institute, we have a good presence to deliver on our objective of being something in Sri Lanka. We’re going to run it as it is so the in places like Singapore, Sri Lanka and Hong big and meaningful in the industry. We’ve got end-user should see very little difference. In six Kong, locations with an affinity to the UK a job of work to do. The Institute’s new Level months to one year we’ll take stock. We want and respect for UK organisations. But it’s 2 Award in Professional Cookery in Health and people to feel continuity. That’s important. something you can’t take for granted and Social Care is getting a lot of enquires in the UK. The intention is that the Institute that’s why we’ve got to deliver. Fifty years Overseas, we just signed up a very big college will remain quite heavily involved in the ago, memories of the British Empire were still in India, which is hundreds of students and at qualifications. When we develop a new strong. Now the Empire means nothing to another we are talking thousands of students. qualification, we want the Institute to be young generations. Why would they bother

14 www.instituteofhospitality.org INSTITUTE NEWS / Qualificationsinstitute NEWS

with Britain when China and Australia are so that qualifications could be involved, if it is really satisfying because it meant you strong? There are a lot of other competing an actual proper qualification that prevents had genuine industry engagement in the influences. That, again, is why our partnership the apprentice being effectively used as cheap programmes. Likewise, what we’re doing now is good, because if we both focus on our labour. That’s when we would start to get with IHG is lovely because we’re working with strengths together, we can put a strong involved. We are waiting on the sidelines. them on their internal leadership training message across. We are trying to broaden our It is our intention to get more closely programme which, again, is exactly where, reach and move into China and Russia. We are entwined with the funded sector. I visited as an industry training body, we want to be. pouring money into trips. I’ve just come back Newcastle College last week, engaging If you have industry buy-in it means your from Vietnam and Thailand and colleagues with them to find out what they want. It’s programmes are relevant. have been in India, Mauritius, South Africa. relatively early days but that’s an area where We need to be making that push. we are hoping that the relations that the And the future? Institute already has will help us develop. There’s a huge opportunity for us collectively. Is it surprising that they want UK I’ve been involved with CTH a long time as qualifications on the other side of How competitive is the hospitality a non exec director but I have only been the the world? & tourism qualification director for less than a year. I am currently I don’t think so, because we do still have marketplace at the moment? re-reading the biography of Steve Jobs. I a reputation for education excellence and It’s crowded with some big players who pretty would not have wanted to work for him, but excellence of institutions. You’ve got the much control everything. City & Guilds is I am loving his passion for detail. Everything fame of Oxford and Cambridge and the the obvious example and then Edexel. Eighty had to be right and his absolute refusal to Russell Group of Universities. Our legal percent of the business is with 20% of the compromise is what made Apple. You have to system is the envy of the world. We set the providers. Breaking into that cartel is difficult admire that tenacity. I am now able to devote time zones. We invented cricket! There is but we must do it. all my time to CTH and I’m determined to do that feeling that Britain is a place of order a Steve Jobs on it. I turn 53 this year so that and standards. The danger is that in the last What have been your main gives me 12 years to turn CTH into something 30 years we have risked squandering that. highlights and achievements quite impressive. There have been awarding organisations at CTH? that will just put their stamp on anything The deal with Virgin Atlantic Airways was Interview by Ben Walker AIH for a bit of cash. That must stop. If the CTH/ Institute partnership is to mean anything, we’ve got to have excellence of standards. Our motto is gold standard qualifications for the hospitality, tourism and culinary industries and we’re trying to embed that into everything we do. What new developments in qualifications are we seeing? Now they’ve come up with T Levels (technical qualifications equivalent to A Levels) which is a brilliant idea because at last it puts the focus on skills on the same level as academic qualifications. We are definitely going to do a T Level in Culinary Skills. That’s a strategic decision because we want to engage with this. Events Management is a growth area and it is our intention to develop a bespoke qualification programme. When we come to do that, our natural instinct will be to talk with the Institute, engage with members who are in events management and invite them to be part of the syllabus development board. Is CTH involved in apprenticeships? We are tiptoeing around the area because it is so complicated and nobody knows what to do with it. It’s wait and see. We do intend to get involved in partnership with the Institute. When the government first made the reforms to apprenticeships there was no requirement to include a qualification. They are now changing their tune on that and saying www.instituteofhospitality.org 15 INSTITUTE NEWS / trivago

SPRING TRAVEL IN THE UNITED KINGDOM SEASONAL DATA FROM TRIVAGO

Lenka Trckova, industry manager for trivago, shares the fourth instalment in trivago’s series of seasonal data features, exclusive to HQ

pring is finally here. What can you Spotlight on Scotland 1 AVERAGE SHARE OF TRAFFIC DESTINATION CLICKED FOR THE SOUTH expect from trivago for the spring When taking a closer look at Scotland, we see RANK PRICE WEST REGION season? We have extracted the 40% of traffic going to Edinburgh. With an 1. EDINBURGH £122.44 40.18%

most valuable information for you average clicked price of £122.44, travellers looking 2. GLASGOW £92.53 16.74%

from our search data and we’ll give for an accommodation in the capital during spring 3. INVERNESS £95.01 4.83% Syou some insights into who your guests will are willing to pay significantly more for a hotel 4. ABERDEEN £64.90 4.20% most likely be this spring season. room than travellers looking for one in Glasgow. 5. ST. ANDREWS £176.65 1.71% Approximately 69% of visitors to UK The latter prefer a price per room of £92.53. No 6. OBAN £89.99 1.62% destinations are domestic travellers during the other Scottish destination can beat the average 7. FORT WILLIAM £104.64 1.52% spring months of the year. 24% of the travellers clicked price of the home of golf, though. Travellers 8. AVIEMORE £118.21 1.32% searching for a hotel on trivago during March, searching for accommodation in St. Andrews tend 9. DUNDEE £74.61 1.31% April and May are from these ten countries: to select a room for £176.65 per night on trivago. 10. PITLOCHRY £120.98 1.21% Ireland, Germany, the United States, Italy, Spain, In Table 1 (right) we share further insights into the France, the Netherlands, Sweden, Canada and top ten destinations in Scotland. Australia. traveller behaviour patterns across all regions Insights into search traffic and average More regional data reports of the UK. The comprehensive reports will be booking windows at a regional level enable Over the last year, we’ve brought seasonal data to presented in a series of webinars throughout hoteliers to anticipate when to intensify you as part of our commitment to empowering April and May. If you’re interested in joining the marketing efforts to turn more ‘lookers’ into hotels to develop competitive marketing webinar for your region and accessing the data, ‘bookers’. Average-clicked-price insights strategies. Continuing this commitment, we’ve head to the trivago Hotel Manager blog or get in indicate how much travellers are prepared to launched trivago Industry Insights: a series of touch with us. spend on hotel accommodation in each region data-rich reports and webinars that delve into Email: [email protected] and in top destinations, enabling hoteliers to set 2 competitive pricing strategies. 7UDIğF6KDUH $YHUDJH&OLFNHG3ULFHE\5HJLRQ

Regional demand and pricing 30% £100.52 £97.36 Table 2 (right) shows the shares of all searches £95.49 25% £94.59 £86.79 £87.74 of travellers looking for a room during spring £83.24 £79.03 £82.10 £82.24 £80.64 £77.91 in destinations in the UK by region, as well as 20%

the average clicked price for all hotels in those 15% regions. Greater London accounts for 29% of all searches, with an average clicked price of £100.52 10%

per night. North West England is good for almost 5% 14% of the searches on trivago and Scotland 0% receives 12% of all searches from travellers Greater North West Scotland South West Yorkshire & South East West Wales East of East Northern North East looking for an accommodation during spring. London England England the Humber England Midlands England Midlands Ireland England

16 www.instituteofhospitality.org INSTITUTE NEWSinstitute / trivago NEWS

Scotland 39 | 71 1. Edinburgh £122.44 | 40% 2. Glasgow £92.53 | 17% 3. Inverness £95.01 | 5%

North East England 36 | 64 1. Newcastle upon Tyne £86.01 | 49% Northern Ireland 61 | 35 2. Durham £84.86 | 10% 1. Belfast £101.32 | 55% 3. Alnwick £83.37 | 4% 2. Derry-Londonderry £76.23 | 9% 3. Enniskillen £111.59 | 6% Yorkshire & the Humber 35 | 61 1. York £104.03 | 29% 2. Leeds £82.07 | 17% 3. Scarborough £71.04 | 10%

East Midlands 33 | 55 1. Nottingham £78.94 | 23% 2. Skegness £59.14 | 10% 3. Leicester £74.16 | 9%

North West England 37 | 63 East of England 32 | 55 1. Manchester £105.78 | 24% 1. Cambridge £116.85 | 12% 2. Liverpool £118.38 | 23% 2. Norwich £76.86 | 9% 3. Blackpool £65.89 | 16% 3. Great Yarmouth £55.78 | 6%

Wales 32 | 61 Greater London 43 | 67 1. Cardiff £112.90 | 30% | 2. Llandudno £86.04 | 13% 1. London £140.60 95% | 3. Tenby £97.49 | 5% 2. Heathrow £80.98 1% 3. Croydon £65.68 | 1%

West Midlands 36 | 55 1. Birmingham £87.38 | 48% 2. Stratford-upon-Avon £95.95 | 8% 3. Coventry £67.39 | 5% South East England 36 | 57 1. Brighton £110.02 | 18% South West England 37 | 66 2. Oxford £118.83 | 7% 1. Bournemouth £78.27 | 14% 3. Southampton £81.99 | 6% 2. Bristol £91.76 | 10% 3. Bath £141.31 | 9%

How to read the infographic: Region Avg. Booking Window in Days (domestic | international) (eg. Greater London 43 | 67) Rank. Destination Avg. Clicked Price | 6KDUHRI5HJLRQDO7UDIğFWR'HVWLQDWLRQ (eg. 1. London £140.60 | 95%) Source: trivago

www.instituteofhospitality.org 17

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www.instituteofhospitality.org 19 OPINION / Peter Jones MBE FIH

Why has the government dropped a T-level for hospitality?

The government is making decisions about the future of hospitality education which are going unnoticed, says Peter Jones MBE FIH

ith so much disruption and government’s argument when they state: change headlining the national “The technical occupations in hospitality have been and international news, it identified as suitable for learning via apprenticeships only, is easy to overlook some of so Government does not intend to launch T levels for these. the changes that will have Occupations which require little or no technical knowledge Wa long-term impact on the hospitality industry. and skill, fall outside of the scope of technical education” Those related to education and training are of Department for Education February 2018. major concern for the future of the industry and its Clearly the implication is that hospitality requires professional status. little or no technical knowledge and skill! This change One example is in the recent decision by has not been part of any consultation process and has government not to proceed in the development of T Professor Peter Jones occurred below the radar. level qualifications for hospitality (although a T level in MBE FIH is dean of the This highlights the role of the Institute of Hospitality catering is going ahead). T levels are being brought in eHotelier Academy, a in representing its members interests and in carrying to try and improve the status of vocational education director of The Edge Hotel out its remit as the “professional body for managers and in the UK and make it comparable with the traditional School and chair of the aspiring managers in the hospitality, leisure, travel and academic route (A levels). Institute’s Professional tourism industries.” In 2017 the government initiated a number of Review Panel Should the Institute be more proactive in representing employer-based panels to support the development the industry’s professional voice? This is particularly of these new qualifications. Catering and hospitality important on all policy matters related to education and were included in the development plan but delayed training, where the Institute has every legitimate reason for implementation until 2021 with the following to represent the professional interests of its current and reassurances. “The government recognises the importance future membership. The need for representation has never of the catering and hospitality industry and the challenges been stronger. The Institute, as an educational charity, ahead and is committed to working with the sector to has developed professional Management Standards that develop and deliver T levels. We will be convening T level inform professional education and training as well as panels for the catering and hospitality route in due course, providing the benchmark standards for membership. to help produce the outline content for T levels in this area.” The Institute has in the past represented the industry’s Department for Education November 2017. professional views to government. These interventions Despite these reassurances something happened have tended to be one-offs in response to specific issues. between November 2017 and February 2018 to make There has not been a consistent professional voice. Having them change their mind and drop the qualification for that consistent and recognised voice is vitally important, hospitality whilst continuing with catering. Professional especially in times of disruptive change. cookery skills are needed to become a chef. To become The Institute has a perfect opportunity now to engage a hospitality professional, the technical knowledge and with policy makers over the sudden decision to only skills required include operations management, food provide hospitality training via an apprenticeship and to and beverage, planning and coordination, budgeting, raise its voice on behalf of the profession to ensure that accounting, revenue management, customer service, it is involved in all of the consultations on policy matters managing people and so on. that impact on the industry’s professional standing and It is difficult to understand the basis of the future interests.

20 www.instituteofhospitality.org OPINION / Peter Ducker FIH

I’ve seen the future ...

... and it’s rosy if we look after it, says Peter Ducker FIH. There are plenty of talented hospitality management students out there. We must make sure we do not lose them to other industries

have been privileged to be involved in three award for the best team spirit. The team from the School major competitions for hospitality management of Hospitality Management at the Dublin Institute of students recently, and have come away with a Technology were popular overall winners. firm conviction that tomorrow’s leaders in our So in the space of a single month I have seen hundreds industry will be well up to the challenges that will of hospitality management students from many different Iface them in our fast-moving industry. countries giving their all and showing what a wealth of A full report on our own event, Passion4Hospitality, talent and energy exists in hotel schools and universities. can be read on pages 22-24. All I can add is that now in its Our challenge is to harness that energy, to create eighth edition, the event continues to grow year-on-year. opportunities and career paths that engage and enthuse This time we had the addition of a careers fair featuring them. We all know that there is great demand from other some 40 employers offering both graduate schemes Peter Ducker FIH is chief industries for the best talent; yet these students have and direct entry jobs in addition to the HOTS Business executive of the Institute shown their passion for hospitality. It’s up to us all to Challenge competition and a great careers forum. of Hospitality ensure that we don’t lose them before they find a way to The final of the Young Guns competition organised achieve their potential. by CHME (The Council for Hospitality Management Education) was hosted by Miles Pooley FIH at the RAF Institute of Hospitality Club in London. The eight finalists had been selected P4H 2018, London on the strength of their 90-second videos and written 361 registered students submissions covering their work experience and ambitions. 26 universities Winners Mia Jorjikia, Oxford Brookes University, and Harry 74 careers fair Champion, Bournemouth University (pictured with myself representatives and Miles) impressed all the judges with their focus and commitment, edging their wins over a very strong field of The EM CUP 2018, shortlisted candidates. Their prize includes membership of Maastricht the Institute, and they will be invited to attend both our 33 International Hotel Annual Dinner in June and The Cateys in July. Management In Maastricht, three British teams – From Sheffield Schools Hallam University, University of Derby and University of 16 countries East London were amongst 33 teams from 16 countries 145 students to compete in the European Mise en Place Cup, a two- 50 coaches day competition whose topical theme looked at the 71 Business Jury opportunities presented to our industry by Artificial representatives Intelligence and robotics. The theme was: ‘High Tech 40 companies versus High Touch.’ The East London team, competing for the first time, made it through to the final eight, where teams presented to an audience of the competitors and 70 hospitality executives from 40 hotel companies who had judged the heats. They finished sixth overall and won the

www.instituteofhospitality.org 21 Passion4Hospitality 2018

PASSION4HOSPITALITY 2018

The eighth edition of Passion4Hospitality, the Institute of Hospitality’s annual student and industry QHWZRUNLQJHYHQWEHQHȴWHGIURPDQH[WHQVLYH&DUHHUV )DLUIHDWXULQJVRPHFRPSDQLHVORRNLQJIRUQHZ talent. Ben Walker AIH reports

ore than 300 hospitality SpaYse International, The Principal London, well-prepared when asked to contribute management students National Careers Service, Hospitality Assured, questions at the end of your interview, said attended the all-day Dukes Collection, and Firmdale. Martin Smith, Collins King & Associates. Do event which took place at Teams from six universities competed in not simply send in your CV and wait for a Novotel London West in the HOTS Business Game competition to run reply, said Neil Graham, managing director, MMarch. Students came from UK universities a virtual resort hotel. The winning team was SpaYse International. A follow-up phone call and colleges and from Stenden University from Glion Institute of Higher Education, will help, he said. in the Netherlands. They gained a wealth London. The runners-up came from What should you do if you find yourself in of advice on landing the right job during Stenden University in the Netherlands. The a job that you don’t like? Rye advised against the interactive conference programme. University of Brighton came in third place. a hasty decision: “Have conversations in that They also had time to make direct contact The competition was administered by Peter company. It could be something easy to fix. If with the high-quality employers. Russell of the Russell Partnership. it’s not, start looking but be careful going into Represented at The Careers Fair were The BaxterStorey took over the Institute’s your next role. If you make two mistakes, it Royal Automobile Club, Victory Services Club, Instagram account for the day and the becomes harder to find your next job and be Shangri-La at the Shard, Georgian House, P4H2018 hashtag took social media by storm. taken seriously.” The Ritz, Dorchester Collection, Four Seasons There were prizes for the best tweet of the Rye concluded: “You need to be happy in Hotel London at Park Lane, Doyle Collection/ day and the best selfie. what you are doing and comfortable in your The Bloomsbury, BaxterStorey, Evolve own skin. Other people will notice that and Hospitality, Novotel London West, Sarova GET THAT JOB! opportunities will come your way.” Hotels, Foxhills, Gravetye Manor, Bespoke During a panel discussion, students were Mike Blake, managing partner, SpaYse Hotels, Edition Hotels, Nadler Hotels, Hyatt, advised on how to stand out. Match the International, added: “Work in a job that Waldorf Hilton, Iconic Luxury Hotels Group, tone and message of your covering letter makes you happy. If you want to be the next The Savoy, Harbour Hotels Group, CH&Co, to the vacancy, said Shone Rye, director, Gordon Ramsay, it will take a lot of effort, but Splendid Hospitality, Exclusive Hotels and Your Invisible Partner. Use social media as at the same time remember there is only one Venues, Catapult, Jurys Inn, Dorsett Hotels, a research tool and go into the interview Gordon Ramsay. Your job must satisfy you Mandarin Oriental, Como Hotels and Resorts, armed with information, so that you are physically and mentally.”

22 www.instituteofhospitality.org Passion4Hospitality 2018

The HOTS Business Game winners from Glion, London The HOTS Business Game runners-up from Stenden, Holland

DIVERSITY DILEMMA and managers must be ready to harness the BaxterStorey’s graduate programme you get Asked whether she was in favour of quotas for diversity of the workforce.” responsibility very soon. You are dealing with female managers in the hospitality industry, Dhugga said she was told repeatedly finance and marketing and you get to know Debrah Dhugga FIH MI, managing director, that she would never make any money in how the business is structured. The hours are Dukes Collection, replied: “I would never want hospitality. Neither of her daughters have predominantly Monday to Friday, so there is a to be given a job because I was a woman.” followed her, but both are career-driven more accessible work life balance. The variety As the only female member of an executive women with strong work ethics (one is a is great. We have 300 contracts in London board in Dubai, Dhugga said she did not feel doctor and the other a lawyer). Dhugga from fine-dining corporate settings to catering it was more difficult to do business there admitted to suffering from guilt for missing for 300 employees at Amazon’s headquarters.” compared to London. “I sit with Emirati men school plays or other special occasions while Mark Field FIH, operations director, The and we may not always agree but I believe her daughters were growing up, but she said: Victory Services Club said that he found in myself and I am there to do a job. It is “You have a choice. I wanted a career. I have a working in members clubs to be “a tremendous important to believe in who you are.” very understanding husband.” working environment where I can use my skills However, she said she would like to see as a hotelier.” The benefits of working for the more women at executive level: “A diverse SPOTLIGHT ON THE SECTORS many historical clubs that exist in London is board room generates a richness, a wider This panel discussion highlighted some of their history and the stability that comes with viewpoint in a world where women are the lesser-known areas of employment in it. “Hotels change ownership, which can be increasingly a powerful force as consumers and hospitality such as foodservice and private disruptive. Clubs don’t,” he said. business leaders.” members clubs. Gabrielle Le Roux AIH works Jessica Berry, talent manager for The Doyle She added that diverse workplaces for BaxterStorey, now as their learning Collection, highlighted the similarities between in general have advantages in terms of programme developer having started in her current role in human resources and her attaining customer loyalty: “Value everyone operations. She explained: “I work in Business previous experience in events management. in your organisation. Diversity refers to & Industry. I was 24 and had spent time in She started working as an events waitress in age, disability, religion, gender and more, restaurants and hotels. I was in a new country the US at the age of 21 when she was spotted and goes beyond just legal compliance. ( she is originally from South Africa) and I and invited to be a weddings coordinator on an International work experience is of value wanted to try something different. Through island resort off Florida. She then worked for www.instituteofhospitality.org 23 Passion4Hospitality 2018

Sofitel in Brisbane as an events manager and was transferred to London ahead of the 2012 Olympics. Since then she has worked in human resources for Firmdale and now the Doyle Collection. Her role involves substantial travel within Europe and the US. NEVER A DULL MOMENT Delphine Delacroix AIH, MICE office manager at Novotel London West, added that working in events means no two days are the same. “I have been here four years now and I am challenged constantly. We have to renew ourselves constantly and attune to new ways of doing things.” David Stanton, hotel manager, Edition Hotels, also emphasised variety. “Sometimes my wife asks me: ‘What did you do today?’ and I reply: ‘Everything.’ I like it because it keeps me on my toes. There’s very little repetition. Just when you thought you were at the top, you find something to stretch you. And the skills we have are transferable skills. I have travelled and lived in a lot of exciting places.” Following experience in hotels, Jennifer Santner AIH, restaurant manager, Sketch, from Charles Buxton: “Experience shows that Critiquie, Fresh Montgomery, Glion, HOTS, likened working in a 45-cover restaurant with success is due less to ability than to zeal.” Novotel, Savoy Educational Trust, Stenden, a team of 15 to putting on a play each night SpaYse International. in a theatre: “I get to know all the clients.” BREAKING THE ICE Class of 2018 Graduate Membership is our Santner, the runner-up of Restaurant Manager Rory Kelly-Naughton, hotels business offer for hospitality students who graduate of the Year 2018 and the winner of the manager, Evolve, provided expert advice on in 2018. It includes all the benefits of Gold Service Scholarship 2017, said entering networking. “Make contacts and maintain membership at a discounted rate of £25. competitions is a great way to meet people, them. I got my job with Evolve because I Visit: www.instituteofhospitality.org challenge yourself and learn. know the owner, even after six years. Ours is Joshua Craddock AIH, sales and marketing quite a small industry.” manager, The Bloomsbury, highlighted the “Do try to look professional, do not wear creative aspects of his role. St Patricks Day anything inappropriate. Be prepared, with celebrations included a pop-up barber shop in business card, mints, read the paper in the the bar and said that many sales and marketing morning. Don’t waffle, listen carefully and read ideas involved taking a “calculated risk.” His body language. Don’t tell lies. Don’t oversell responsibilites include managing two public yourself. Keep it appropriate. Judge the room, relations firms, monitoring social media accounts look around, find who you want to speak to. and liaising with a wide range of brand partners. Don’t drink too much. Know your product and your role. Don’t do a sales pitch. Do enjoy BRAND ME! yourself, be confident and despite what your Adam Rowledge FIH, general manager, mother told you, yes, do talk to strangers.” Georgian House, provided an extremely Peter Ducker FIH brought proceedings to a well-devised and useful A-Z of personal close: “Passion4Hospitality is a highlight in our brand promotion. He advised us to stay calendar and I always come away feeling inspired authentic; use blogs to express your views; and energised. The speakers give their time take other people emotions into account; freely to help make today possible. My thanks to future plan (where do you see yourself in them; to all our sponsors; to the exhibitors at the five years’ time); google yourself to see Careers Fair; and also to Michael Sloan FIH and what comes up and make sure it is how you his team at the Novotel London West for their wish to be represented; have an appropriate generosity as venue sponsors.” headshot; use influence and consider how the people around you can help you get SPONSORS where you want to be. The headline sponsor of Passion4Hospitality Using video well will give you a huge 2018 was Planday. The other sponsors advantage on social media, he said, and were arena4finance, aslotel, the Council for concluded his presentation with a quote Hospitality Management Education (CHME),

24 www.instituteofhospitality.org advertorial

Apprenticeships for managers; a smart way to use the Levy

The Government’s Apprenticeship Levy is encouraging organisations to boost management skills with higher or degree-level learning programmes

ith more than 500,000 is eager for skills. Well-trained individuals can Apprentices are given access to global jobs being created over oversee the running of large departments, academic excellence, market-leading the next five years, take on genaral manager roles and help research and insight from professional it’s well publicised organisations to expand with business practice which can be applied immediately in that our sector is development ideas. Not only that, but their organisations. With access to exclusive Wsuffering from a severe skills shortage. given the commercial expectations, market ‘Get Thinking’ roundtables, apprentices gain But skills are not the only challenge facing disruption from the gig economy, digitilisation valuable networking opportunities with the hospitality market. Retaining staff, and robotics, those at management level need industry leaders, guidance on the latest increasing morale and ensuring future to be trained to think differently. The ability industry trends and thought-provoking commercial success are also weighing to think strategically, be innovative with ideas discussions on future industry developments. heavily on the minds of managers. and entrepreneurial in their actions will help Ranked number one in the UK and It’s with these challenges in mind that the drive revenues and build a successful future for number four in the world, The School is UK Government is encouraging employers to the business. developing three invigorating and thought- provide apprenticeship programmes. Many The School of Hospitality and Tourism leading programmes to help managers organisations have adopted lower-level Management at Surrey University is working progress to the highest levels. Programmes apprenticeship programmes to help develop with employers to co-develop the first Level can be paid for by the Levy or subsidised junior staff. Others have yet to consider their 7 Masters Apprenticeship Programmes. The by the government for non-levy paying options, perhaps unaware of what’s available Executive Education team are working with organisations. and the ways it could benefit them or their industry to ensure the Apprentice Masters Find out more by contacting The Centre organisation. But the forward- thinking Degrees include a syllabus that will instil the for Research and Enterprise: businesseses (those that have linked the levy right knowledge, skills and behaviours for [email protected] or call: 01483 565290. to their talent development plans, understand commercial success. The modular programmes that apprenticeship programmes help them to use active learning and real-life scenario-based retain staff and drive competitive advantage) techniques to encourage apprentices to apply are already reaping the rewards. their newly developed skills back into the It is at a management level that the sector business from day one.

www.instituteofhospitality.org 25 an interview with adam rowledge FIH SJS

“Find your cultural fit”

Adam Rowledge FIH SJS is a rising star in UK the restaurant group exposed in January for hotel management with a strong will to take the using tips to top up the minimum wage. So many moan about how difficult it is to bring people industry forward into the industry or to keep them. If you are using tips to top up the minimum wage, what do you expect? It’s counter-intuitive. Recent research has shown business leaders tend How are you coping with the We are very supportive of pensions auto- to peak at the age of 39. The study by Leeds ‘cauldron of costs’ affecting UK enrolment. It’s important to help people to plan Beckett University and Pareto Law examined hotel operations at the moment? for their future and we offer enhanced employer 100 influential business figures from Bill Gates We’ve been incredibly successful at growing our contributions. In lots of other industries that and Mark Zuckerberg to Oprah Winfrey and revenue so whilst the costs have been increasing, we’re competing for talent with, there are Margaret Thatcher. Rising at 5.30am, getting six we’ve still been really profitable. Benjamin already established quality workplace pensions hours’ sleep and starting a full-time job at 22 are Franklin said there are only two things in life that so if we need to attract people to come into some of the things influential business leaders are certain: death and taxes. Business rates are a hotels or restaurants, of course we should invest have in common. Judged against this research, tax, plain and simple. You’ve just got to deal with in that. Adam Rowledge is clearly a high-achiever. A daily them but clearly it’s having a significant effect The apprenticeship levy is a cost that has commute into London from Sussex means he on many smaller operators and whilst other affected many companies. Due to the size of is up at 4.20am. In any case, with two children industries may be able to absorb them easier, we our business we do not have to pay the levy but under the age of five, getting more than six already have such a high cost base and we really still invest heavily in apprenticeships as I believe hours’ sleep is all but impossible. Still only need more relief in the form of a tourism VAT cut strongly that this way of learning is what we need 32-years-old, he won the Young Manager Award to help compensate. to develop our team and up-skill them throughout at the British Travel & Hospitality Hall of Fame The increase in the National Living Wage their careers. Umbrella Training are our partner last year. The organisers said: “Adam is notably is important because we need to pay people and they really help us to find talented candidates, a natural leader and an inspiration to young an appropriate rate of pay. There are so many so it’s a great investment. people coming into the industry.” With an companies paying as little as they think they can impressive history of hotel experience behind get away with, when what we should be doing, Are you looking at efficiency him, there is plenty to look forward to. We especially if we are to change the perception of savings? caught up with Adam to hear his views on the the industry, is paying as much as we dare afford. We’ve been re-negotiating contracts with hotel industry today. You have these companies like Aqua Italia, our suppliers; carrying out supplier reviews;

26 www.instituteofhospitality.org an interview with Adam Rowledge FIH SJS

Adam Rowledge FIH SJS

RELATIONSHIP Married with two young children

FILM Good Will Hunting

MUSIC House and electro

HOLIDAY Hong Kong

BOOKS Peter James, author of Sussex- based crime thrillers

looking at the aggregation of marginal gain hoteliers; it will be interesting to see if they People talk about head-hunting for senior roles for every single thing. For example, if we can can get consumer traction. but actually why not for a receptionist role or save a few pence on every bottle of shampoo, We work closely with our OTA partners. F&B supervisor? what does that give you over a year? Or one We use them more when we need them and You’ve got to be creative. A few years ago, pence on every pillowcase you launder. We’re less when we don’t, just the same as with you put a job advert up and you’d get, say, undertaking a major project at the moment, any other distribution channel. It’s different 100 applicants. Today you might get half that looking into our methodologies and making strategies for different businesses, but I think number. People are less responsive when you our processes more efficient. Where are we people sometimes forget that you still have to contact them. You invite them for an interview wasting time or resources? Are we missing do all the other stuff, such as pay-per-click and and some don’t turn up. You have to sell your opportunities because the process is too other digital marketing. business to them. It’s much more of a two- complicated? Where is our storage of such and way process these days but the onus is on the such commodity located? Should it be in one How is recruitment at the moment? employer during the initial contact. place or in ten places in smaller amounts? There is no set way of doing it. You have We talk a lot about the challenges of We’re doing all the work ourselves, but got to look at what works well for different recruitment in our industry but retention is just experts have come in to provide Six Sigma roles. Like sales distribution, you’ve got to as big an issue. If we all focused on working training (see box p28). The management team look at all of the right channels, whether it’s as hard to retain people (by developing them, have completed the green belt training and ex-armed forces or women returners. We still investing in them, engaging with them and our 46 staff members have taken yellow belt advertise on caterer.com and through colleges creating a great working environment, as well training. Serena [Georgian House owner] and and universities. We just recruited someone as paying them a fair wage with attractive I started working on it in May last year. It’s an from the Edge Hotel School into a sales and benefits) as we did on recruiting them, we’d be ongoing thing. marketing role; we worked with the School on a lot better off as an industry. a consultancy project last year. She graduated What is your approach to in September and started work with us in What are the key motivations and distribution? January. You have to play the long game on rewards of being a general There’s a lot going on. Expedia have just some of these things. manager? started taking meetings bookings. There’s a It’s really important to work with I am very fortunate at Georgian House. We new OTA called Hotel Bonanza that’s only organisations such as Springboard and the have an amazing culture to make people charging 8% commission; we’re in the process Institute. We are pro-active. We actually really feel welcome and to look after them, of signing up with them just like many other head-hunt some people through social media. whether that’s guests or the team. Yes, we www.instituteofhospitality.org 27 an interview with adam rowledge FIH SJS

Six Sigma

Six Sigma is a set of techniques and tools for process improvement currently being used by Adam Rowledge and his team at Georgian House. Six Sigma originated in the manufacturing industry and was embraced by companies such as Motorola and General Electric, buthas been adopted by Starwood Hotels and Resorts since 2001. It seeks to improve the quality of the output of a process by identifying and removing the causes of defects and minimising variability. Each Six Sigma project carried out within an organisation follows a defined sequence of steps and has specific value targets, for example: reduce process cycle time, reduce pollution, reduce costs, increase customer satisfaction, and increase profits. All team members are involved in the Six Sigma process and they are awarded different coloured belts, in a ranking system similar to martial arts like judo.

Adam Rowledge FIH SJS at a glance

Adam Rowledge FIH SJS is the general manager of Georgian House, the 60-bedroom family-run boutique hotel in Pimlico, London. The 32-year-old won the Young Manager Award at the British Travel & Hospitality Hall of Fame last year. The organisers said: “Adam is notably a natural leader and an inspiration to young people coming into the industry.” The award was given for achieving 17% revenue growth at Georgian House, receiving five-star status from Visit England, and have to be successful commercially, but we that cultural fit was the key for me. increasing the Quality in Tourism score from really have to focus on our people, invest in 66% to 80%. The hotel also moved from them, give them training, give them great Why is the Institute of Hospitality number 68 to number 11 on TripAdvisor for experiences and help them be successful. It’s important to you? Guest Accommodation in London. nice to get a pat on the back or a bonus for I joined in 2010 because Michael McKay FIH, Rowledge was awarded a Master turning a profit, but it’s not as emotionally the general manager I worked for at Nutfield Innholder scholarship on the Cranfield rewarding as helping and investing in Priory was a Fellow and I really respected Talent Development Programme in 2015 someone’s life. Our reception manager Kia him. He made me want to go and find out and an Acorn Award in 2012. He started Hellens won Front of House Manager of the more. It’s given me a lot of development his career at Hotel Du Vin in Henley-on- Year 2017 with Boutique Hotelier. We’ve opportunities just within the Institute Thames in 2007 then took the position of done some fantastic things at Georgian itself, by joining the Supervisory Board, for front of house manager at Hand Picked House; getting our Visit England five stars; example. We are doing the best we can to Hotels’ Nutfield Priory Hotel and Spa before the Springboard Award; becoming a Fellow of make the Institute the best it can be. As the moving to South Lodge Hotel in March the Institute; joining the Supervisory Board; chair of the Sussex Branch I am reaching out 2011. He also spent a year as rooms division seeing people achieve, people who I have to members and potential members in the manager at The Hempel London. mentored. That is a key satisfaction of the area and helping with their development and Adam sits on the Supervisory Board of job. I’ve worked at some great hotels, as you bringing people into the industry through the the Institute of Hospitality and is the chair know. I am not saying that they pale into schools and colleges in Sussex. of the Sussex Branch. He is ambassador for insignificance, but Georgian House is by far the the Institute’s Mentor Me scheme. role where I have felt most motivated. Finding Interview by Ben Walker AIH

28 www.instituteofhospitality.org

cover story THE TALENT PIPELINE With higher education under scrutiny, some hospitality and tourism courses could be ȴJKWLQJIRUWKHLUVXUYLYDOJohn Swarbrooke SXWVIRUZDUGDYLVLRQ IRUFKDQJHEDVHGXSRQZLQQLQJ SDUWQHUVKLSVEHWZHHQXQLYHUVLWLHV and industry

he traditional approaches However, my intention is not to critique There is no doubt that there is still a place to tourism and hospitality current practice but rather to highlight the for elements of this traditional management education are failing to meet challenges and suggest ways in which they practice. However, to be successful in a the changing needs of the two might be tackled. It is important to stress that modern economy and attract the best industries in terms of talent the major focus in this article is on higher talent, there is a need to take a rather Tmanagement. In some cases, some higher education and particularly universities. different approach, as many leading industry education institutions may be in danger organisations have realised. of becoming irrelevant to the nurturing of What ‘talent’ does hospitality and First, if managers are there to manage and future talent due to their focus on research tourism need? plan strategy, do they all need to start at the and bureaucratic quality systems that slow Traditionally the focus was on individuals bottom and work their way up? This often down changes to the curriculum. with a set of technical competences, together leads to ‘group think’ and a lack of creative At the same time, the two industries with a general ‘service mentality.’ thinking. Maybe some managers should be are struggling to attract and retain the It was expected that over a period of years brought in from other sectors to bring new best talent due to outdated and sometimes those who performed well in their areas of thinking into the industry. downright unethical approaches to managing technical expertise or departments would Second, we need managers who are people. We are seeing improvements here, rise to management positions. The difficulties creative and innovative, rather than just those but they are not fast enough in a rapidly of the transition from technical specialist to who are good at following systems. We need changing labour market. manager were often underestimated. The disruptive thinkers who will challenge the We therefore appear to be heading towards traditional manager was someone who had to status quo and question how things are done. some kind of ‘perfect storm’ in which, if we focus on regulation and discipline to ensure a This needs to be seen as a strength rather are not careful, tourism and hospitality will diverse workforce worked as a team and did than a problem. In terms of personality, they become the preserve of those with few other not indulge in bad behaviour. The emphasis need to have great social skills and be flexible career options and not a desired destination was on consistency at performing routine and adaptable as the workplace is changing for the brightest and most talented. tasks and the ability to follow set procedures. every day. Most importantly perhaps, they

30 www.instituteofhospitality.org UNIVERSITIES LIKE STENDEN IN THE NETHERLANDS OFFER COURSES IN ENGLISH AND LOW TUITION FEES

HIGHER EDUCATION UNDER REVIEW

• It is an expensive time to be a student in England, with university tuition fees amongst the highest in the world. • The UK is slowly losing its competitive edge in attracting international students. • Universities in European countries led by Germany and the Netherlands have become more appealing as they expand the number of undergraduate and Masters degrees taught wholly in English, coupled with lower or no tuition fees. • A UK government review into higher education is now underway. The outcomes of the review are expected in early 2019. • The education minister Damien Hinds has set out the reasons for the review: “With a system where almost all institutions are charging the same price for courses – when some clearly cost more than others and some have higher returns to the student than others – it is right that we ask questions about choice and value for money. We also need to look at the balance between academic study and technical education to ensure there is genuine choice for young people and that we are giving EDGE HOTEL SCHOOL STUDENTS LEARN employers access to a highly skilled workforce.” SPECIFIC HOTEL SKILLS Sources: Studyportals; www.gov.uk

need to be people who have the ability hospitality and tourism educators are not than has previously been the case. to lead and motivate a team. All of this is producing the right graduates to meet the If universities are to play a vital role not to ignore the importance of technical needs of the sector. Educators would deny in talent management in hospitality and competence in tourism and hospitality. this and place the blame on industry, perhaps tourism, they may need to change their Waiting staff need to be able to serve, for not knowing what it needs or for just approach dramatically. Instead of recruiting and travel agents must be competent at wanting low-cost employees trained for their people in their late teens who study for three processing bookings, but managers need to be first job with little thought about the future or four years, they may need a much more able to manage and good management skills roles they may fulfil. However, the fact is that flexible offer that involves lifelong learning are a rare commodity but are transferable industry is in the driving seat, deciding who it and courses delivered online for those who between industries. will and will not employ. are working full-time. Industry seems to be saying increasingly The new degree apprenticeships, while Future challenges that specialist technical skills are less having potential benefits for all parties, will If hospitality and tourism education wants to important than the attributes of the person not solve the talent management challenge play a leading role in future talent management, in terms of problem-solving skills, flexibility, alone without some fundamental re-thinking it first of all has to survive! As many universities social skills, adaptability and so on. These can of the curriculum. seek to focus more on research and less on be found in students on many other courses, vocational education, hospitality courses and training can resolve any skills gaps. Higher education curricula are under threat or are being subsumed into Perhaps we should abandon hospitality Too little attempt has been made to differentiate business schools. Tourism faces fewer such and tourism courses and just focus on institutions through their curricula given that threats but is no longer the cash cow, beloved of producing smart, highly motivated graduates hospitality and tourism is a very broad sector. university finance managers, that it was a few in management or geography or languages and Instead of general courses in hospitality and years ago, and does not receive the resourcing so on, whom industry can develop through tourism, we may need to develop courses that it once did. training once appointed! However, this would tailored to the needs of specific sectors, so There seems a view in industry that require much more investment from employers that course A focuses on airlines, B on tour www.instituteofhospitality.org 31 cover story

HOTEL ICON, HONG KONG, IS A LEADING INDEPENDENT TEACHING HOTEL

operations, C on luxury hotel management, D exciting is Hotel ICON, developed in association their world is one of action not reflection, on bar and nightclub management and E on fast with Hong Kong Polytechnic University. of short timescales not years, and of food and casual dining, for example. This would straightforward communication, not obtuse have its challenges too, not least ensuring that Entrepreneurship language. In my experience, if we reach out a young people chose the right course and that Not all talent management is about the hand many in industry, but certainly not all, numbers on courses were viable. However, it people who will be employed. We need to be will grab it gratefully. could gain more buy-in from industry that would concerned with entrepreneurial talent and the We need to go beyond the norm in see a product that was more aligned to their development of those who wish to set up their higher education which involves getting particular sector. own enterprises. a few supportive industry people, often Few university courses pay enough attention Hospitality and tourism can have relatively alumni, to sit on validation panels or advise to the development of personal skills and low barriers to entry, so a student can develop an on curriculum development and inviting a attributes as they are difficult to assess and give enterprise with very little money. This could be few guest speakers to bring their industry credits for. anything from setting up a travel website funded experience into the classroom. This is not When we ask students to do a major piece of by advertising, to becoming a party organiser at enough given the challenges we face. individual investigation, it is often in the form of night clubs, to renting a room through Airbnb, Instead, let us look at what a week in a a traditional dissertation or thesis. Whilst there to running a pop-up restaurant in their home! university could look like for hospitality or are several approaches that can be taken, most Mobile devices and the internet have created tourism students. institutions use the traditional model of aims and more opportunities for smart, dynamic young On Monday morning, first-year students objectives, literature review, methodology, results, people to develop their own enterprises than has attend a job workshop where local employers discussion, and recommendations model. This ever been the case. Our curricula must provide offer part-time job opportunities for students discourages the creative thinking which industry the opportunity for these young people to get who want them. Those who take these jobs needs and makes students risk-averse because if started even while they are students and use their will be able to reflect on this experience you do a subject with little existing literature you business activities as part of the assessments on as part one of the assessed coursework for will risk getting lower marks. Furthermore, we their course. More universities need to provide their studies. This part-time work may also insist on dissertations being written in a language ‘incubator’ space for fledgling student enterprises count towards any placement or internship and style that students may never use again. and allow young entrepreneurs to relate formal requirements for the course. There are more appropriate ways of developing assessment to their enterprise. The employers will then stay for a critical thinking skills amongst future tourism and At the same time, tourism and hospitality has networking lunch and use the opportunity to hospitality professionals. traditionally attracted career changers who wish identify students they think could join them Finally, not enough curricula are embracing to change career at all stages of their lives. Our after graduation even though this is several the new approaches to business that we are higher education offer needs to help these people years in the future. seeing, whether it be social enterprises, the to achieve their dreams, as many of the best That afternoon, second year students are sharing economy, pop-up restaurants and customer experiences in our sectors are delivered working on a live consultancy project for a hotels, or crowdfunding. by such highly motivated entrepreneurs. tour operator based in another country and are On a positive note, we are seeing the working with students from an institution in that emergence of a small number of initiatives in Industry partnerships other country via Skype or video conference. terms of developing the hospitality and tourism Higher education has much to offer industry, In the evening, an alumnus comes to tell the curriculum to ensure that it will meet the future but only if we are prepared to see things from story of her career to date to show the students needs of industry. Of these perhaps the most their perspective. We need to understand that what can be achieved by a motivated graduate

32 www.instituteofhospitality.org THE WEB IN TRAVEL HOSPITALITY CONFERENCE AT HOTEL ICON HIGHLIGHTED WORKING WITH START-UPS

MANAGEMENT STUDENTS FROM HONG KONG POLYTECHNIC WORK AT HOTEL ICON

from their course. winners will have the opportunity to shadow with ‘Young Talent Awards’, part sponsored Next morning the Revenue Management one of the industry partners for a day to see by industry partners. Among the awards, Class is held not in the university but in a local what their job is all about. It is likely that some several second-year students will be given hotel, in one of their conference rooms. After the of these ‘shadows’ will be offered jobs on an industry-sponsored scholarship covering theory class, the hotel’s revenue manager comes graduation if they impress the employers. their final-year fees, together with a job to talk openly about their job and the revenue On Thursday there is an Employability Fair offer on graduation. management issues in their particular hotel. which continues into the evening. In the morning, Clearly, all of the above is easier said than In the afternoon, the CEO of an airline second-year students have ‘mock interviews’ done, but all of it is possible if the will is there catering company comes in to act as a judge with employers based on a mock application on the part of both academia and industry. It for a student project around developing new they made for a range of real jobs. The interviews will require a change of mindset by industry healthy menus for long-haul flyers. Afterwards, will be realistic and students will get feedback on as well as academics. The relationships that the CEO interviews final-year students for a job both their interview and their application. In the could lead to this kind of week of activities vacancy within their organisation. afternoon, employers will interview final-year need to start somewhere and it is probably In the evening, there is a joint presentation students for real jobs including interviews via the academics who will need to take the first by an academic and an industry person about Skype or video conference with international step. We need to demonstrate that we have a local visitor attraction. The academic has just employers. The day ends with an evening knowledge that is valuable to industry and finished a four-week secondment working with ‘masterclass’ on how to network. that we can work with them to develop the the management team of the attraction and Friday morning is the Entrepreneurship talent they need to run their businesses. the industry person has spent one day a week Workshop, where tourism entrepreneurs for three months at the university researching come in to mentor students who have ideas John Swarbrooke is professor of tourism the future of the visitor attraction market. for new businesses they want to set up at the University of Plymouth and is also Wednesday is the Student Conference immediately or when they graduate. responsible for international partnerships. where students present the results of pieces On Friday afternoon, the development team The above has been specially adapted of research undertaken in cooperation with from a major hotel chain comes to the university from Talent Management in Tourism and industry organisations who provided the to visit the Hospitality Innovation Laboratory. Hospitality, edited by Susan Horner, problem to be solved and access to relevant There, in the presence of final-year students, they Goodfellow Publishers, 2017. data. Presentations are no longer than five explore with academics what their future hotel Institute members receive a 30% minutes with a one-page executive summary, rooms could look like, both in terms of mock- ups discount off all Goodfellow Publishers and must provide potential solutions to and virtual reality representations. titles. Log into the members’ area to obtain problems. The event is a competition and the The week finishes on Friday evening the discount code. www.instituteofhospitality.org 33 corporate hotel structure The end of business as usual

In an extract from her new book Vertical Disintegration in the Corporate Hotel Industry, Angela Roper FIH investigates why hotels have relinquished parts RIWKHYDOXHFKDLQHQDEOLQJQHZEXVLQHVVHVWRHQWHUDQGFUHDWHSURȴWDEOH sub-business units

Table 1: Evolution of hotel chains 1900-2017

1900-1945 1945-1960 1960-1980 1980-2010 2010-2017

Formation of hotel chains Conglomerate hotel chain owners Hotel chain internationalisation Multi-branded hotel chains Global major hotel chains

Development of: Development of: Development of: Development of: Development of: Hotel chains formed as a result of Conglomerate owners of hotel chains Hotel chain floatation (i.e., Forte, Full-feature to limited feature entrepreneurial drive to grow Nine global major hotel chains (i.e., railways, brewers, food) Statler, Grand Metropolitan) brands (i.e., Statler & Hilton) Owner-operator chains growing ‘Following customers abroad’ strate- Hotel industry concentration in Private owner/operators Globalisation & consolidation through acquisition gies by airline-owned hotel chains U.S. and UK International growth via Early use of management contracts Franchising as domestic expansion Grand hotels & motels management contracting, Full-line brand portfolios in international markets mode (i.e., Holiday Inn in U.S.) franchising & leasing

Source: Overall trends adapted from Slattery, P. (2012). The Economic Ascent of the Hotel Business, Goodfellow Publishing Ltd. The idea for presenting this information as a table was taken from a presentation delivered by de Haast, A. (2015). The Influence of Global Capital Flows on the Hotel Sector, JLL Hotels & Hospitality Group, Pandox Hotel Market Day Presentation, 24th November, Stockholm Hilton, Stockholm, Sweden.

Firstly it is useful to provide a brief history of in recent years. Major hotel chains are industry so far. In September 2016, Marriott hotel chains and their internationalisation. The undergoing unprecedented growth due to International’s acquisition of Starwood Hotels focus is more upon the international growth voracious demand, currently having the & Resorts Worldwide, for over $12 billion, of chains because it is this which really sets largest development pipelines (numbers of created the world’s largest chain comprising 30 them apart as big businesses. This is especially hotels in planning and under construction, hotel brands and over one million hotel rooms. the case because, globally, the sector is still a but not yet open) in their histories. Whereas fragmented industry dominated by domestic previously it was only a few luxury hotel Structural transformation independent owner/operators who continue in brands – such as Hilton and InterContinental At the same time, the leading large hotel business very much still as a ‘way of life.’ – which were seen internationally in capital chains are experiencing challenging times. Table 1 above illustrates the evolution of and gateway cities, the explosion of the They are opting to get out of hotel ownership hotel chains from 1900 until the present day, economy and mid-market segments has and are being pushed to relinquish the providing some overall observations of how led to some brands, such as Holiday Inn, operation of hotels. Added to this, in the they have developed over time. dominating globally. We have also recently booking process, hotel chains are surrendering The hotel industry has experienced a witnessed the biggest and, arguably most some of their direct access to customers ‘golden era’ of growth and development important hotel chain takeover in the to online travel agencies. They are also

34 www.instituteofhospitality.org corporate hotel structure

losing their supply dominance to alternative Setting the scene microeconomic structures have a greater accommodation sectors such as hostels, short- Tourism is the fifth biggest industry globally. dependency upon international hotel demand, term home rentals, timeshare and cruises. For The UNWTO estimates that there were more from both business and leisure travellers. example, there are three million listings on than 1.32 billion international tourist arrivals in These sources of demand are important to the Airbnb platform and this is on the increase 2017, a rise of 7% on 2016. International travel understand in the corporate hotel industry, as daily. The US hotel market, as the largest is becoming increasingly viable for more people the biggest determinants of customer choice and most concentrated in the hands of hotel globally. Other macro factors favourable to are thought to be the purpose of the use of chains, has enjoyed a period of robust growth the hotel industry are the growth of an aging a hotel as well as the occasion of use. These and record-breaking performance over the last population, the rise in Millennials travelling as factors are continually being researched so that six years, but the most recent trends point to a well as long-term macroeconomic trends such hotel chains meet the requirements of the ever- shift in the cycle. as GDP growth, increasing disposable income changing consumer world. As a competitive response, hotel chains and a rising middle class. The global demand for are giving up parts of their value-chain, hotels is currently insatiable. There are new hotel Hotel supply enabling new intermediate markets to emerge openings every day. The global hotel industry comprises an which have divided a previously integrated estimated 187,000 hotels, offering 17.5 production/service process and facilitated Demand for hotels million guest rooms (hotels are defined as the entry of sets of specialised firms. In Although the demand for hotels is voracious, it properties with 20 rooms or more in the US terms of industry structure, the corporate varies on a country-to-country basis contingent only and 10 rooms and more throughout the hotel industry (that part of the industry upon macro and micro-economic factors, which rest of the world: STR Global). It generates which is organised and comprises hotel in turn determine different sources of demand. revenues of $550 billion (Hospitality, chains) is becoming vertically disintegrated. The most straightforward way of identifying 2015). Independent hotels still dominate Disintegration can be observed in a significant and understanding different sources of hotel the accommodation market, but they are number of industries, as producers recognise demand is to categorise them as either suffering longer-term decline, having to that they cannot themselves maintain business or leisure demand, and as originating operate ever-higher standards and be digital cutting-edge technology and practices in domestically or internationally. On a global entrepreneurs. It is branded hotels which have every field required for the success of their basis, each country market is characterised by therefore experienced the most growth, now products and services. different patterns in these demand sources, accounting for almost a third of the global Whilst the original products, services and contingent upon the prevailing economic market and rising. core technologies of the global hotel industry structure. Economic conditions likewise produce In line with many other industries, chains are have remained much the same, for the largest hotel chains of different size and structure and now one of the dominant forms of organisation hotel chains in particular, the industry has with varying degrees of prospects for growth. in the hotel industry; a single chain often having undergone, and continues to undergo, a Table 2 below illustrates demand sources hundreds, even thousands, of units operating structural transformation. For those working, for five countries. It can be seen that the under a common trademark in diverse advising and looking to invest in the sector, greatest proportion of hotel demand from locations. Table 2 below illustrates the size of the changes in the industrial dynamics of domestic business and leisure travellers the ten largest hotel chains worldwide. the industry are important to know and is generated in the US and UK as they The developed hotel markets of Europe and understand now, and for the future, in terms of have the most advanced microeconomic North America remain the centre of the hotel setting appropriate strategies. structures. Those countries with less advanced universe in terms of supply and demand. Table 2: Demand Sources 2016.

Domestic business demand Domestic leisure demand Foreign business demand Foreign leisure demand Total hotel demand Hotel room nights sold (millions) (millions) (millions) (millions) (millions)

China 49 (12%) 29 (7%) 57 (14%) 273 (67%) 408 (100%)

France 21 (20%) 12 (11.5%) 11(10.5%) 60 (58%) 104 (100%)

Germany 23 (23%) 19 (18.5%) 21 (20.5%) 38 (38%) 101 (100%)

UK 40 (34%) 17 (14.5%) 17 (14.5%) 43 (37%) 117 (100%)

USA 418 (5%) 500 (42%) 54 (5%) 215 (18%) 1187 (100%)

Source: Data refers to the number of hotel room nights sold and is adapted from National Statistics, UNWTO and Otus Analytics sources. www.instituteofhospitality.org 35 corporate hotel structure

MARRIOTT IS THE LARGEST HOTEL COMPANY IN JW MARRIOTT VENICE RESORT SPA THE WORLD. ST REGIS NEW YORK

Table 3: 10 largest hotel chains worldwide by number of rooms, 2015

Numbers of hotels and rooms Ranking Hotel Chain Origin Hotels Rooms

1 Marriott International (including Starwood Hotels & Resorts) USA 5,456 1,071,096

2 Hilton Worldwide USA 5,456 737, 922

3 InterContinental Hotels Group UK 4,480 726, 876

4 Wyndham Hotel Group USA 4,963 671, 900

5 Shanghai Jinjiang International CHINA 7,760 640, 00

6 Choice USA 6,000 504, 357

7 ACCOR FRANCE 6,379 500, 366

8 Best Western USA 3,815 303, 768

9 Home Inns CHINA 3,903 311, 608

10 Carlson Rezidor Hotel Group USA 1,092 172, 234

Source: Companies reported data as of 30th September 2015. http://www.hotelnewsnow.com/Articles/28560/The-10-largest-hotel-companies-by-room-count

Vertical disintegration does illustrate is how over time hotel chains Relinquishing parts of the value chain Whilst hotel guests have experienced a have given up parts of the value-chain. has enabled new businesses to emerge profound upward improvement in the facilities Previously, as well as designing and owning which have divided a previously highly of chain hotels over the past twenty years or brands, they undertook marketing, sales and integrated production/service process so, what has probably gone largely unnoticed distribution; owned or leased hotel buildings into many profitable sub- business units. is the fact that the ownership, operations (with internally generated capital or loaned Specialist firms have entered the marketplace and brand trademarks of hotels have become finance); managed hotels; oversaw day-to- resulting in an industry which is becoming separated and are often in the hands of very day operations; employed all hotel staff; increasingly vertically disintegrated with different organisations. The Economist very and owned or maintained strong links with various opportunities for service providers and aptly describes the current business model of suppliers. They were involved in all of the business transformers. It is contended that the corporate hotel industry: structured activities which taken together for the corporate hotel industry, there have You book a room on the website of a lead to the construction of a hotel experience been profound implications of this structural famous international hotel chain. As you arrive for the consumer. With the exception of a disintegration: the number and nature of firms to check in, its reassuring brand name is above few chains, this is no longer the case. Richard that participate in the industry has increased, the door. Its logo is everywhere: on the staff Solomons, the former CEO of IHG, saw the entry to the industry has fallen in certain uniforms, the stationery, the carpets. But positioning of his company, the third largest parts of the value chain, and the nature of the hotel is owned by someone else - often hotel chain in the world, as follows: competition has greatly altered. an individual or an investment fund - who “Focus on what you’re good at and then Angela Roper FIH is emeritus professor at has taken out a franchise on the brand. The outsource things you’re not, and, frankly, the International Centre for Hotel and Resort owner may also be delegating the running of whether it’s the cleaning of the hotel room Management, University of West London, UK. the hotel, either to the company that owns or whether it’s running a payroll or whether The above is an extract from Vertical the brand or to another management firm it’s owning the real estate, you don’t have Disintegration in the Corporate Hotel Industry: altogether. The bricks-and-mortar may be to do it yourself. Interestingly, in some The End of Business As Usual by Angela Roper leased from a property firm. In some cases, yet respects I think at IHG, we’re an ‘outsourcee’ FIH, Routledge 2017 another company may be supplying most of in the sense that a hotel owner outsources the staff, and an outside caterer may run the to us revenue generation, good design and Institute of Hospitality members have restaurants. Welcome to the virtual hotel.(The marketing. If it’s a management contract, free access to Professor Roper’s new book Economist, 2009) the owner outsources operations as well. in electronic format. Visit the Knowledge This picture of the ‘virtual hotel’ is Effectively that’s somewhat how we think Centre on our website perhaps the extreme scenario, but what it about ourselves.” www.instituteofhospitality.org

36 www.instituteofhospitality.org

an interview with Glen Harrison MIH

50 years of Concord hotel management training

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Give us some background on Concord it is very personal. I know every trainee and I Further Education colleges. We’ve always done In the late sixties a group of hoteliers who know their qualities. I can do my best to marry that because we feel that we are losing people wanted to develop young people came together those qualities to the hotels. We have those out of industry who don’t want to do a degree. and decided how to do it. They all threw some relationships across the organisation which make We’re offering that path for them. We don’t money into the pot and employed someone to sure we are getting the best for everyone. We’d have a huge amount of competition. I’d say our manage things day-to-day and that’s essentially lose that personal touch if we became too big. biggest competition is Higher Education. what Concord still is 50 years on. At the moment 60 to 80 trainees and around 20 hotels would There are students and their parents whose we have about 40 trainees per year working in be the optimum for us. In terms of the member mindset is university, but there are others who 13 member hotels. They get a wage, meals and hotels, it’s all about giving our trainees as much really just want to go and work. We offer an accommodation. That can be a barrier when variety as we can: groups (Hand Picked Hotels), introductory programme, endorsement by recruiting member hotels because so many have country house hotels, independent resort hotels, the Institute of Hospitality, and clear career done away with their staff accommodation, small boutique properties, and larger corporate progression with numerous former trainees but it is a requirement for us. Our trainees are operations as well. within our member hotels from junior right up to moving every six months, coming from all over general managers. So we have real examples of the country. We can’t expect them to find their Are you in a competitive market? career progression for them to see. own accommodation for short periods of time. Yes and no. Because we’re a not-for-profit I can confidently tell students that 100% organisation, we can offer a different style of of them who want to work in the industry are Is the size of Concord’s operation right training programme. A lot of the bigger hotel employed in the industry because their CVs are or would you like it to be bigger? chains tend to only recruit university graduates. very impressive and they are very employable. One of the values of our programme is that We are one of the only organisations that target I know that every university that offers a

38 www.instituteofhospitality.org an interview with Glen Harrison MIH

degree in hospitality management, or event Having worked in a kitchen myself, I really across several hotels in different kitchen types, management, can’t boast that every single one did value that, but I think now from feedback giving trainees excellent career progression and of their graduates is employed in the industry. from our members, if someone applies for a enabling member hotels to develop talent in an That’s the difference. management job and they’ve never worked in a area that is notoriously difficult to recruit for. kitchen, that won’t stop them being employed. Has your training changed over The kitchen element was always a barrier for What support do you give your trainees? 50 years? us when recruiting. As soon as I told students Both the hotel staff and ourselves put a lot of The training has been essentially four six- they’d have to do six months in the kitchen, time and effort in. We want them to achieve month placements covering reception, bar, I’d lose half the room. They don’t want to be their goals and work for us. They will have a restaurant and kitchen in four different UK chefs. Why do they have to spend time in the head of department or manager who is their member hotels. This year, we are taking away kitchen? So, in order to fulfil the demand from mentor. They’ll have HR managers as well and the kitchen element and replacing it with events our member hotels but also be more appealing I personally visit each trainee about every six management. This is predominantly due to to a wider group of students, we have switched weeks, monitor their progress, make sure they demand from both students and hotels. For the to events. We get more applications from travel are on track and deal with any issues they have. majority of our member hotels, events are a big and tourism students each year. It widens our part of their businesses. Some have more than catchment for recruitment. You were yourself a Concord 150 weddings a year. These days, there is less In a separate development, we are also management trainee in the early 1990s. demand for their managers to have experience launching a two-year chef development What are your memories? in the kitchen, which I think is a bit of a shame. programme this year. Aimed at college As an 18-year-old it was quite scary and graduates, this will give them varied experience daunting to leave home for the first time and live

www.instituteofhospitality.org 39 an interview with Glen Harrison MIH

Glen Harrison MIH at a glance

Glen Harrison MIH has been the group training officer of Concord Hotels since 2000. A former trainee with Concord himself, Glen previously held positions with Swallow Hotels and Andrew Weir Hotels.

The Concord Management Development Programme is designed to enhance knowledge and provide trainees with good all-round operational experience whilst giving exposure to various types of hotel environment. All trainees complete a two-year Management Development Programme that is endorsed by the Institute of Hospitality. They work across four member hotels spending in staff accommodation, but at the same time we’ve recruited well from historically and we’ve approximately six months in each and gain quite exciting. There were lots of opportunities got good relations with the lecturers. I was in valuable experience in all areas of hotel to learn a massive range of skills. The wages Swindon yesterday and I’ll be in York, Doncaster operations. Concord Hotels is a non-profit weren’t much, the hours were long, the staff and Peterborough next week. We’re one of the making association of hotels that is owned accommodation wasn’t great, but in those days only organisations that actually go into colleges and funded by its members, which include you’d put up with that and we appreciated the and talk to students. That is valued by the Careys Manor Hotel & Spa, Great Fosters, opportunities we were given and where it was lecturers. The value of us going there and talking Hand Picked Hotels and Brend Hotels. It going to take us. I gained some great experience and answering their questions is huge for us. has won and been shortlisted for numerous and worked in some fantastic hotels. I had some Springboard Awards. really good managers and made a lot of friends Concord is quite low-profile. who I am still in contact with now. I started off When we celebrated 40 years, Philippe Rossiter • Married with two sons at Richmond Hill; then Lyndhurst in the New FIH [former Institute of Hospitality chief • Film: The Shawshank Redemption Forest; Sandbanks near Poole; The Highcliff in executive] was our guest speaker and he said: • Author: Bill Bryson Bournemouth, and finished off at the Victoria “You are the industry’s best-kept secret.” At • Music: Classic rock, country Hotel in Sidmouth. So I was at some fantastic the time I thought, well, that’s good in a way • Holiday: Centerparcs in the UK, France, operations, coastal hotels during the summer, because we are valued, but we don’t want to be a Belgium and Holland different management and ownership styles. secret. We want more hotels on board and more trainees. We want our trainees to have the best You have been Concord’s group training profile and opportunity they can. We have won officer for 18 years. What is the main Springboard Awards and we are endorsed by the satisfaction of the role? Institute of Hospitality. To recruit young people from college who have Many ‘Concordians’ are still in the industry. no real life experience, help to support them We have a lot of GMs across the UK and abroad: through the two-year programme and see them Sue Williams FIH MI, current Hotelier of the come out the other side a lot more mature, Year; Graham Hardiman, Mystery Partnership, responsible, confident and be offered supervisory the Institute’s Alistair Sandall FIH, and Roderick and management positions in the industry. For Watson, former deputy chairman of Best Western, me, that’s the main satisfaction - giving these are some of the names that come to mind. I’m young people the opportunity that I had. To be always getting contacted by ex-trainees who honest, I don’t think I could do the job unless I are now general managers and are interested in had trained with Concord myself. A lot of the joining the programme. That’s generally how we scenarios that come up, I have been through increase our membership numbers. myself. It’s a lot easier to empathise with the Interview by Ben Walker AIH trainees. The generations are different. Young people are different now and their expectations Concord programmes are endorsed by are different and I have to manage that. the Institute of Hospitality To find out how our endorsement of your What are you doing at the moment? training can benefit your business, February is our main recruitment time. I aim to contact Maria Lockwood FIH visit 30 to 40 colleges a year and a lot of them DD: +44 (0) 20 8661 4908 are ones I’ve been going to for 18 years and that E: [email protected]

40 www.instituteofhospitality.org

education-industry relations A WINNING PARTNERSHIP

Natalie Haynes MIH and Claire Holland MIH, senior lecturers in hospitality management at 6KHɚHOG+DOODP8QLYHUVLW\, and Guy Hilton MIH, general manager at The Waldorf Hilton, London, on extracting maximum value from educator-employer relations

n 2017 the British Hospitality and learning and that current workers in deferred to instant gratification, the workplace Association and KPMG released figures industry maintain motivation and engagement is changing. No longer do we have a dutiful that stated the hospitality industry through continuing professional development. and societal workforce but a workforce that would need to source 200,000 new Put simply, education and industry need to is focused on the ‘I’. Within this, there is workers every year to replace churn share a common agenda to engage more increased status placed on achieving a ‘life’ Iand support growth, and that if restrictions workers with the sector for the long-term. outside of work and a demand for a greater around migration from Europe were As Aristotle famously said, the whole is work-life balance. Adding further complication introduced, we could add another 60,000 to more than the sum of its parts. However, in is the rise of FOMO (Fear of Missing Out), that figure. Hilton alone has a major global practice, where resources of money and time which is creating job-hopping tendencies presence and ambitious growth plans and, are precious, developing these links beyond with a view that ‘the grass is always greener’ as a result, needs to develop a strong cadre one-off activities into lasting relationships can elsewhere. In this context it is becoming of future hospitality leaders. be challenging. Yet it can be achieved through ever more important, and difficult, to attract This means that a commitment to strategic and creative thinking and placing our and retain talent in the hospitality industry. attracting and retaining more workers in collective passion for the hospitality industry However, if we can excite and engage people’s hospitality will continue to be an important at the centre of all activities. passion for hospitality and show them agenda for the sector. The question is how? routes into work where they can act out this One answer, we believe, is for industry and IGNITING THE PASSION passion, then we have a chance of enhancing education to work together to ensure students A new world of work is upon us which engagement and retaining talented individuals. graduating from hospitality programmes brings constant change and new workplace There is an opportunity here for education and are excited to enter the industry through challenges. Mirroring social changes including industry to create a buzz around hospitality exposure to real-life environments, contacts a focus on the individual and movement from through exposure to the real industry. These

42 www.instituteofhospitality.org Education-industry relations

example of all these factors successfully coming together. The event (photo page 42) was moved from the usual November slot to January to accomodate the employers operational pressure-points in the lead-up to Christmas, showing co-ordination, joint planning and flexibility. Also, networks were extended as students, alumni and the educator’s employer contact were given access to the corporate celebrations of the 110th anniversary of the hotel occurring on the same night.

WINNING EVENTS The event also saw the launch of the hospitality mentor scheme programme which, again, is another joint project that involves alumni from the employer organisation mentoring current students and guiding them on their journeys into graduate employment. This in turn gives employers the added benefit of a pipeline of possible candidates for job roles and continuing professional development as staff in industry develop crucial mentoring skills which they can transfer to their current job roles. On the back of this event, new activities were also planned such as the off-the-job development and learning, and development of a London alumni network, the support and sponsorship of our business therefore extending the talent management leaders. There are a lot of programmes in agenda further. This shows how projects and place, and Hilton is very good at recruiting ideas originally initiated by the educator can students who are ready to launch a successful be shared and extended by industry. As a career within the hospitality industry, having hotel, the Hilton Waldorf has worked on its been prepared well by the education system relationship with the education system by and already exposed to Hilton’s opportunities providing tremendous opportunities, along during their course. with a diversity of career paths, something they are very proud of. They have a number of PUTTING THE PASSION INTO PRACTICE young leaders within the organisation, as well With the passion in place, attention must turn as team members that have worked their way to the practical activities needed to develop up into key positions from what were initially a win-win scenario for both education and more junior roles. Progression is there for industry. Time for these activities may need them, which is important. It is hard to think of experiences could come from a combination to be carved out from the normal pressures of many other industries where that is so evident. of many different activities, such as back- day-to-day tasks and therefore everything we The successful outcome of all of this to-the-floor sessions for educators allowing do should be strategic and jointly planned to should be an improved pool of employees them to keep up with trends and reduce see a return on investment for both industry who believe their long-term career lies within disconnection, internships for students or staff and education partners. When sales managers hospitality, easing the challenge of recruitment development through MBA programmes that working in hospitality develop relationships and closing the well-documented skills gap encourage lifelong learning and a continued with key corporate accounts they utilise as well as retaining those already working in connection between education and industry. account management techniques to maximise the industry. However, what we know is that Opportunities also exist to bring the industry the value gained from the client, so why not change is the only thing we can truly depend to the classroom and vice-versa through guest apply the same principles to extract maximum on, and therefore flexibility will be key, as lectures, mock assessment centres, employer value from the relationship between the relationships between industry and education presentations and industry show-rounds. employer and the educator? In essence, let’s move forward. We will need a constant All of which are key to igniting passions and apply a commercial approach that will see goals review of what is working and a willingness sustaining connections. Such exposure to the set at initiating joint projects, co-ordinating to change direction if needed. Underpinning variety of opportunities in the sector through the timings of activities, extending networks, this continuing journey will be industry and networking with employers at all levels allows developing more touch points and adapting to education’s shared passion for hospitality. students to see how their careers may develop the changing needs of each partner. The recent and that their opportunities stretch beyond event that saw Hilton employers, alumni and Register your interest in Mentor Me, the the perceived traditional operational roles current students of Sheffield Hallam University Institute’s unique mentoring programme. It is of hospitality. Hilton shares this approach network together, sponsored by Guy Hilton one of our most valued membership benefits. by working to blend on-the-job experience, at the London Hilton Waldorf, is a prime Email: [email protected] www.instituteofhospitality.org 43 advertorial

SPAYSE Hospitality’s recruiter of choice tackles mental health

SpaYse International has been supplying the hospitality industry with key personnel and valuable consultancy connections for the past seven years. It is also tackling key issues and industry topics such as mental health

paYse is hospitality’s recruiter breakfasts to tackle key issues and industry topics. Mental health problems are all too common of choice when it comes to Based in Tower Bridge, London, in in the workplace and are the leading cause experienced talent search and aid of ‘Stress Awareness Month’, SpaYse of sickness absence. A staggering 70 million team matchmaking services. International aims to bring mental health to working days are lost each year due to mental Those who know SpaYse have the forefront of work discussions and wants health problems in the UK, costing employers Sfollowed their journey over the years. to challenge and change perceptions to approximately £2.4 billion per year. SpaYse International is a brand that is firmly create an environment where mental health Neil Graham, Managing Director explains: recognised both in the retail and hospitality is not only discussed but fully supported “As a recruiter, it is important to develop a two- sectors, in the UK and internationally. and embraced. way conversation between business owners and SpaYse’s constant pursuit is to serve the While we recognise that the cost of employees within the industry. Highlighting sector with an unwavering commitment of mental ill-health is not merely a financial issue, the benefits of focusing on wellness in the excellence. To aid development, openness and a calculating the true costs of mental health kitchen or front-of-house can assist with the sense of community within the industry, SpaYse problems can be persuasive when making recruitment process and has in-directly become International has launched a series of discussion the case for investment in preventing them. a service we offer advice on.

44 www.instituteofhospitality.org advertorial

Ensuring wellness in the workplace can in this should include awareness sessions for all emailing [email protected] or visiting SpaYse turn boost productivity, reduce temporary employees on mental health issues and direct International’s Facebook page. Included in price: staffing overheads, reduce staff turnover which activities to remove the stigma related to entry, breakfast, networking and a donation to all have a direct impact on company profit. mental health in the workplace. the Eventwell movement. As a company we prefer to work with brands • Participating in National Days such as Time whose focus includes the wellness of their staff. To Talk Day, Mental Health Month, Stress Event Details: It makes our lives easier, as placing someone Awareness Month, World Mental Health Day Mental Health in the Hospitality Industry within a considerate environment promotes and Movember assist in improving people’s May 23rd, Wednesday longevity in that relationship and is the obvious willingness to talk about their issues. 08:00 – 10:00 choice when picking partnerships. • Providing senior-level staff training so The Ivy Tower Bridge, London Further change is all around us in the all managers and supervisors know how to hospitality industry and we wish to be the recognise and effectively deal with mental IOH members get 15% off ticket prices using catalyst for the many companies that haven’t health issues in the workplace. the promo code: IOHMEMBER yet put wellness strategies in place. We can • Invest in employee resilience training show them where the starting point is.” for your workplace to better equip your SpaYse are constantly thinking about the world While there are significant psychological, employees to deal with the demands around us and how we can make a change for safety and well-being risks in the hospitality the work involves. Stress management the better. industry, there are a number of proactive activities are a good starting point to Start a conversation with us by emailing initiatives that employers can put in place to reduce anxiety and role-playing scenarios [email protected]. improve the environment and wellbeing of staff. can build team confidence. spayse.com Some of the most effective methods SpaYse • Creating an open environment whereby 0203 011 0824 promotes include: support is given and ensuring this is available • Providing information to employees on the face-to-face, as well as via telephone . known challenges of the work environment On May 23rd, SpaYse International will sit and providing practical strategies to assist: alongside Sanctus, Eventwell and Zoe Clews key information about busy periods, & Associates to discuss this key topic from managing work expectations and being all angles to determine how companies can honest during interviews about the working incorporate an open awareness within their environment. culture and all the positive impacts this can • Providing a specific focus on the issues of make both to productivity and profit. stress and mental health. At a minimum, Tickets can be purchased for £34.80 by www.instituteofhospitality.org 45 advertorial

70 Years of Excellence London Geller College of Hospitality and Tourism March 2018 saw the launch of a year of celebrations to mark the 70th Anniversary of the London Geller College of Hospitality and Tourism. Louise Gill reports

t was in 1948 that the history of the catering students across the UK. level the school launched the International College began, with the opening of the Victor Cesarani retired in 1980 and the Diploma in Culinary Arts shortly to be joined Acton Hotel and Catering School. The School continued to grow, developing its at advanced craft level by the prestigious school, under the guidance of Mary King expertise in management education with the Advanced Diploma in Culinary Arts. The school and Gerry Hudswell, swiftly established a BA Hospitality Management, later to become also strengthened its international links through Iworldwide reputation based on the fact that BA Hons. the franchise of its BA Hospitality Management the teaching staff had all been experienced In 1991 the Ealing College, Queen Charlotte’s to a hotel school in India, the signing of a practitioners in the hotel and catering College and Thames Valley College merged to Charter of Agreement and Affiliation with industry. The School offered City and Guilds become The Polytechnic of West London and YMCA International Hotel School, Tokyo, and 150, 151 and 152 with full-time students also went on to become Thames Valley University the development of close connections with a undertaking a waiting qualification. only a year later. It was six years later when number European Hotel Schools. Notably Victor Cesarani joined the School a the University completely revised its operating couple of years later before it moved to Ealing structure and Leisure and Tourism were Technical College in 1957 for administration combined with Hospitality to form The School purposes and then again in 1962 to its present of Tourism, Hospitality and Leisure amended premises at St Mary’s Road, becoming The later to The London School of Tourism, Ealing School of Hotel Keeping and Catering. Hospitality and Leisure. Victor went on to become Head of School This was a time of expansion and the on Mary King’s retirement in 1963. Life for school linked with external partners to offer students was very different then and students a new HND and entered into a partnership to copied all their recipes from the blackboard, develop a Hotel School in northern Malaysia. but Ceserani and his colleague fellow lecturer The guiding principle at this time was to Ronald Kinton decided to save time by having complete the ladder of qualifications through the recipes printed. This proved to be the a structured range of provision making lifelong first step towards the publication of Practical learning a reality and saw the introduction During the School’s 50th year, an inspection Cookery and became the birth of the text book. of a Postgraduate Diploma in Hospitality of the Further Education courses resulted in Practical Cookery went on to be a key text for Management in 1992. Meanwhile at the craft the award of a high score of a grade 2, thus

46 www.instituteofhospitality.org advertorial

confirming the leading position of the school. The Food and Beverage provision was further strengthened with the development of the Advanced Diploma in Culinary Arts initially as a umbrella in 2017. The college continues to will be revealed over the coming months. Degree and then an Honours Degree, being the offer provision in Culinary Arts, Hospitality and The 70th Celebrations kicked off with first award of its kind to be validated in the UK. Hotel Management as well as Aviation, Tourism, an Alumni Dinner, supported by alumni and Subsequent developments saw the introduction Events, Leisure and Transport Management at Michelin-starred Chef Andreas Antona. Students of a Degree in Culinary Arts Management. degree and post-graduate levels. In addition, worked alongside Andreas and his team to The early 2000s saw more accolades the College continues to develop its Further produce a phenomenal dinner in the college’s for the exceptional quality of the provision, Education and Apprenticeship provision. Pillars restaurant. Andreas took time out to talk scoring highly in inspections from the Training Whilst nationally apprenticeship numbers are to the individual students and support them at and Skills Council and the Quality Assurance down by 30 - 40%, the college’s provision has the beginning of their career ladder. Agency. At the same time the School set out recently received an award for its growth from April sees the opening of the Heathrow on a major educational development with the PACE (Professional Association for Catering Archive and in May the London Food Lab. introduction of Foundation Degrees. Working Education) and continues to develop. Several further events are being organised for as a lead member in the consortium consisting In our 70th anniversary year, the College this auspicious year which focus on the various of Stratford-on-Avon College, Compass and the is widely regarded as one of the country’s elements of the College throughout the next HCIMA, the school was able to deliver the first best hotel schools and continues to innovate academic year, culminating in a Gala Dinner at ever Foundation Degree in Hospitality for the and lead in academic developments across its the University in March 2019. start of the 2001/2 academic year. At this time provision whilst building on the sound basis of To get involved or find out more about the Junior Chefs School was also introduced, high-quality craft provision. courses, please contact Louise Gill, Head of sponsored by British Meat and supported by New programmes being developed include Subject for Hospitality and Food Studies Brian Turner CBE FIH. Now known as the Junior the BSc Culinary Experience which is innovative Tel: 0208 231 2397 Chefs Academy, it is still going strong today and in its modules and ethos and takes learning in Email: [email protected] now sponsored by Harrisons Catering. this field to a new level. It’s about more than We would love to hear from any ex-students Following the appointment of Professor just food. The course will appeal to creative or those connected with the college in any of its Peter John as Vice Chancellor of the University minds with ambitions to look at consultancy previous guises. Please share your stories and in 2007, the University has gone from strength on major brands, products and education, as photos with us on Twitter, Facebook or email. to strength and continues to be the Career well as those working within a variety of dining @UWLHospTour #LGCHT70 University. The school was renamed the London experiences. We look forward to unveiling this Geller College of Hospitality and Tourism course in the near future. in 2016 after the University Chancellor and There is also more to come with exciting School Alumni Laurence Geller CBE FIH. The new developments across culinary and FE Academy was brought under the college’s hospitality courses, so watch this space and all www.instituteofhospitality.org 47 memory lane

THE GRILL AT THE DORCHESTER

A FAMILY WEDDING RECEPTION AT THE DORCHESTER GAVE JOHN AN ST STEPHEN’S CHURCH IN PIMLICO WHERE JOHN’S PRAYERS EARLY TASTE OF HIS FUTURE CAREER FOR A SUCCESSFUL HOTEL CAREER WERE ANSWERED ARCHITECT OR HOTELIER?

That was the question for John Wileman FIH MI as he launched himself into the world of work in 1950s Britain

’d mulled over the idea of becoming an LOFTY SPIRES In the spring of 1956, I’d spent my school hotelier for several years. Since I was Cathedrals, in particular, are a special treat when holidays working for Kellet and Robson, a York thirteen in fact. It was to be either hotels or one considers the majesty and soaring beauty firm of architects. On good days I was permitted architecture. I wasn’t sure which. There was of, say, Salisbury’s highest spire in England at to trace sections of York Minster gargoyles and a careers manual that I’d seen in WH Smith 404 feet. (St. Paul’s stands at 365 feet). Consider other architectural features which the firm, as Iwhich assured me that as a qualified architect I Lincoln with its lofty towers. York and Beverley part-ecclesiastical architects, would work on could earn an astonishing £2,500 per annum. As Minsters and Wells are just as breath-taking. from time to time. On not so exciting days, I was an eighteen year old in 1956, that didn’t seem Each of them constructed with thousands of put to drawing cess-pits for housing estates. at all bad. single blocks of stone, which in many cases Architectural practices 61 years ago were I’d been studying art and architecture at A would have been half the size of a small house. positively antediluvian. I could write an entire Level. I still possess and occasionally dip into All this without the aid of cranes or any of chapter on prehistoric photocopiers and conical a huge copy of Banister Fletcher’s History of today’s sophisticated building equipment. Simply ink pens which could and would so easily splatter Comparative Architecture, the architectural ropes and pulleys. across plans which, in many cases, may have taken student’s bible. Moreover, when I lived in England Added to which, we have the glories of several days to draw. There were none of today’s prior to coming to Jersey in 1966, I’d ‘collected’ sexpartite vaulting, fan vaulting and exquisite fibre-tipped pens in widths of 0.05 to 0.8mm. parish churches as a hobby. If there’s a collective window tracery and all the other glories of English What joys and how simple these would have been. noun for church collectors, I was among them. church architecture. Ken Follett’s The Pillars of It’s fascinating to see how the usually basic the Earth is a wonderful account of the building A FAMILY CELEBRATION cruciform plan of a church, sometimes Saxon in of a cathedral, set in the 12th century, primarily Now for hotellery as a career. Chris, my sister origin, has been added to by Norman, transitional, between the time of the Anarchy and the murder who was eight year older than I, had married decorated and perpendicular enlargements. of Thomas à Becket in 1170. John Bradshaw at what was then the King’s

48 www.instituteofhospitality.org memory lane

Chapel of the Savoy on the 25 May 1951. been related to the less problematic Victorian School. My father made some enquiries and it According to some accounts, John possibly railway guide. was shortly after that Adelphi encounter that had the dubious honour of being descended Chris and John’s wedding reception was held he decided either to encourage me or put me from the infamous Judge John Bradshaw at the Dorchester Hotel on Park Lane. I shared a off hotels for life. It was then that he arranged (1602-1659) who had been President of the limousine with John’s impossibly attractive sister for me to become a summer holiday kitchen High Court of Justice for the trial of King Annette who had recently been a débutante. Now porter at the Sandsend Hotel on the Yorkshire Charles I. In 1649, he was made president of in her late eighties, Annette remains impossibly coast. As for putting me off for life, I believe that the parliamentary commission to try the King. attractive. Looking back to the reception at the this may have been the route which my mother Other lawyers of greater prominence had Dorchester, I recall being immensely impressed might actually have preferred. Her father was refused the position. A Thomas Fuller dismissed by the staff. There were a number of people in a Methodist lay-preacher and had said to her, Bradshaw as a man ‘of execrable memory, of striped trousers and black jackets with starched “Don’t let that boy go into hotels. He’ll end up a whom nothing good is remembered.’ The King white shirts and silver ties - all apparently drunk. Mark my words.” I didn’t. I don’t drink at himself, as well as much of the court, professed doing precisely nothing - in the most elegant of all in retirement ,though I may have a glass of to never having heard of him. surroundings. Others wore black tail coats. This, I champagne at Christmas or on my birthday. Or Whatever and thought, could well be the life for me. on those of other people. whoever his Although I was born in Yorkshire, I spent antecedents, our WELSH MOUNTAIN AIR the ten years between 1946 and 1956 at the John Bradshaw My father would occasionally stay at the Adelphi all-boys’ Rydal School, a Methodist foundation was special Hotel in Liverpool. One evening in about 1955, school. The prep school was in Conway, nowadays to us. I prefer he got into conversation with a cocktail barman named Conwy. The senior school was in Colwyn to think that who told my father that he was a student and Bay. I had what was described as a weak chest as he may have was having a ‘term out’ from Westminster Hotel a child. If my parents had a troubled conscience over sending me 170 miles to boarding school at the tender age of eight, they could claim that A PAGE FROM BANISTER FLETCHER’S HISTORY OF COMPARATIVE ARCHITECTURE good Welsh mountain air would cure my chest problem. In fact, I believe that it would never have been my mother’s choice to send me away. My father, though, was a true Victorian – and clearly wanted to make a man of me.

BURNT BANGERS I was never homesick. We had the cane - and doorstep-cut bread and butter with tinned apricot jam; burned sausages which I still prefer. The school produced a number of Welsh international rugby players. Never Gordonstoun’s cold baths, thank goodness. Long after my time, Rydal teamed up with Penrhos, the local girls’ college and the school is now named Rydal Penrhos. I wish I could have been there in the days of the girls. I had to wait for hotel school before I had a girlfriend proper. It would have been in the 1956 summer holidays that I arrived at Westminster for my interview with the principal of the hotel school, Major Douglas Lee. I had a little time to spare before the interview and I walked into St. Stephen’s Church which forms the corner of Vincent Square and Rochester Row. Sitting quietly, I asked that I may first of all have a successful interview. Secondly, I asked that I may have a successful, long and happy hotel career. Both prayers were answered. I studied at Westminster between the September term in 1956 and the close of the summer term in 1958. Of which more to follow.

John Wileman FIH MI is the retired general manager of Jersey’s Hotel L’Horizon

www.instituteofhospitality.org 49 data protection

CYBERCRIME AND GDPR WHAT YOU NEED TO KNOW

David Poet looks at the prevalence of cyber crime in the hospitality industry and what businesses can do to protect themselves

he hospitality industry is often 5. Organisations will be required to maintain seen as a soft target for cyber records of their data processing activities. criminals and as a result, the Data should not be held for longer than is industry suffers from some of the necessary for the purpose of the processing. highest numbers of data breaches.1 6. It will be mandatory to report all data incorporating security and privacy liability. It TThis could be connected to the fact that the breaches to the Information Commissioner’s also includes cyber extortion. Our cyber insurers industry handles large amounts of data every Office within 72 hours of becoming aware of offer experienced claims professionals who will day, including customer and card details. the breach occurring. help you access specialist forensic IT and other The popularity of third-party booking 7. Data subjects have the right to view the services to quickly identify the source of the systems can also lead to exposure as it can data held on them, and your organisation leak and PR consultants to help you manage be hard to keep track of the varying sources should provide it within one month. If the situation both internally and externally. It that data is collected from. Yet with the information is incorrect, it must be rectified also provides you with access to money to fund introduction of the General Data Protection without undue delay. this work, as well as to pay breach response and Regulation on 25 May, hospitality businesses (Source: the Information Commissioner’s Office regulatory defence costs, thereby removing the could find themselves on the receiving-end https://ico.org.uk/) impact from your balance sheet. of a significant fine if they fail to secure their Operational insurance is another option we data. The changes being brought in by the One of the key changes the hospitality offer which covers business interruption, data GDPR are wide-reaching, but here are the key industry should be implementing is increased restoration and income loss while cyber crime points of the updated legislation: transparency surrounding how data is processed cover helps to protect you against fraud and the 1. Processing of personal data is only permitted and protected. Businesses should also offer an theft of your funds by a third party. where a legal basis applies. Organisations will opt-in section on their website to allow guests need to keep a record of the relevant consent to give consent to how their data is handled. or legal basis relied upon. The individual For more information go to the ICO website.2 David Poet is managing director Gallagher’s will also be able to withdraw consent to The sanctions for failing to comply with Hospitality and Leisure Practice processing at any time. the GDPR are severe, with the most serious Email: David [email protected] 2. The definition of what qualifies as personal infringements attracting fines of up to €20 Tel: 0800 288 4937 data now expressly includes IP addresses and million or 4% of your annual global turnover, www.ajginternational.com location data. whichever is greater. So how are companies 3. Individuals will have the right to request that protecting themselves? While thorough risk organisations erase their data. management will help reduce the chance of a 4. GDPR doesn’t just apply to organisations based data breach, it is advisable to back this up with a within the EU, it also applies to any company robust insurance policy. 1 https://hospitalitytech.com/hospitality-unprepared-gdpr offering goods or services to, or monitoring the For example, cyber liability insurance covers 2 https://ico.org.uk/for-organisations/guide-to-the-general-data- behaviour of, data subjects in the EU. breach response and regulatory defence costs, protection-regulation-gdpr/key-definitions/

50 www.instituteofhospitality.org advertorial Design, positioning, safety getting it right

How can small independent hotels gain a FRPSHWLWLYHDGYDQWDJHRYHUWKHZHOOȴQDQFHG brands? Intelligent purchasing decisions, design and safety are essential.

ith this in mind, gaining arbiters of what makes a hotel stay a great Morphy Richards, Russell competitive advantage hotel stay and it begins the moment they Hobbs, Indel b, Ascolia and to distinguish your arrive from parking their car (was it easy to Safemark Systems whose property from the park?) to entering the hotel (are they greeted products are fit for purpose competition takes warmly?) to entering their hotel bedroom (is and made to the highest Wplanning, research, and some investment in it well-presented? Are there enough electrical specification. marketing and promotion. Especially when sockets for the various appliances that guests Equally through our faced with hotel brands that invest heavily travel with?). The position of electrical sockets association with GroupeGM, a in multi-media campaigns, the smaller, is often brought to our attention. It is an issue Paris based hotel toiletries and independent hotel owner has to think smart. that is particularly relevant near a desk or table, amenities manufacturer, we Understanding how consumers make their especially for the use of kettles that normally are able to introduce special buying decisions can influence how an hotelier have electrical leads of five metres maximum and luxurious products from begins to market themselves. Over 80% of and, of course, hair appliances in close proximity global brands plus brands from consumers will search online for information to a mirror with sufficient lighting. the worlds of spa, fashion about a hotel and will seek reviews from the During regular safety checks, ensure that all and perfume. Brands such likes of online travel review companies and will electrical equipment is fit for purpose. It goes as Algotherm, Atelier Cologne, Clarins, Mugler post both negative and positive comments. They without saying that high wattage equipment Cologne, Nuxe, Pascal Morabito, The Organic will also look at a hotel’s social media posts and such as kettles, hairdryers and irons should be Pharmacy and Yves Rocher. We stress the website, so make sure that yours is up-to-date regularly checked as part of a routine safety importance of buying from reputable brands who and contains information about what a guest check. Do the mirrors in the bathroom steam up comply with cosmetics regulations and whose can expect. For instance, why not tell them when the shower is used? manufacturing processes can be trusted in the that there is a luxury brand of toiletries in the During the 1970s, we introduced the best interests of guest and hoteliers. guest bathroom? Hotels rarely do this but it bathroom hairdryer concept to hotels in the UK. can help to gain competitive advantage. If you Since then we have helped to shape the industry As someone once said, a good quality brand had a choice between a hotel that provides, for with innovation through sourcing and designing of toiletries offered for guests is one of the example, Clarins in the guest bathroom and new products that have influenced bedroom and cheapest and most effective upgrades a hotel a hotel that has an unbranded, anonymous bathroom equipment. can provide. selection, which would you choose? This is why we buy equipment from trusted aslotel.co.uk Guests, new and returning, are the best retail and industry brands such as Sunbeam, 01372 362533 / [email protected]

www.instituteofhospitality.org 51 TABLEWARE

crockery has now spread to other tableware TABLEWARE products including cutlery and glassware. CUTLERY It is possible to change the appearance of cutlery in terms of its colour, finish and texture. TRENDS Pinti Inox, an Italian cutlery manufacturer available through Signature FSE, has embraced this trend over the last few years. Its new collection Mystique features stainless steel cutlery that has been sandblasted in full. The Chefs and restaurant owners Stonewashed cutlery range gives a retro look and the Alchimique range combines both want tableware that looks and techniques as the cutlery has been stonewashed and then a PVD (physical vapour deposition) feels different in an increasingly coating is applied for different colour effects: gold, bronze or titanium. competitive market. But there are GLASSWARE boundaries. HQ reports Glassware trends reflect the current drive to be different. Favourites range from classic, simple designs to etched goblets and stemless wine glasses. The shape of the glass has an he trend for weird and wacky “incapable” of being fully cleaned. impact on the taste and bouquet of wine. tableware presentations which There has been a swing back to diners Indeed, some experts claim that the only way may include wooden boards, wanting meals served on an actual plate. to enjoy a wine’s full potential is to have a glass slates, and even shoes and The trend has been highlighted by the specifically designed for the grape variety, says dustbin lids appears to have #wewantplates twitter campaign where diners Rob Blunderfield, marketing manager, Parsley in Tsuffered a backlash from the public, not least have expressed their frustration with food Time. Hence, an increasing number of suppliers on the grounds of hygiene. A Birmingham served on “bits of wood and roof slates, chips in are creating specialist glasses for specific wine restaurant was recently fined £50,000 when mugs and drinks in jam jars.” types. Alongside the simple choice of red or magistrates ruled that the wooden boards However, this is not to say that quality white, there are dedicated glasses for Riesling, on which it served food put customers manufacturers of tableware are curbing their Viognier, Sauvignon Blanc, Pinot Noir and so on. at risk of food poisoning. Inspectors said creativity; in fact quite the opposite. Paula that the boards used by Ibrahim’s Grill Sherlock, managing director, Signature FSE, PLATES AND BOWLS and Steakhouse in Acock’s Green were observes that the trend for innovation in When it comes to main-course plates and

52 www.instituteofhospitality.org a contemporary interpretation of the traditional English pastime of afternoon tea. Chefs are looking for a new twist on plain white that does not detract from the clean, pristine finish white provides, says Goodall. The idea for Foam from Dudson came from the patterns of tiny air bubbles produced in culinary foams, he adds. Reproduced in the decoration, the subtle white on white bubbled texture creates a point of difference, whilst retaining the white finish so loved by chefs. The textural finish of Foam negates any unsightly thumbprints from use in service.

COLOUR In terms of colour, the latest crockery trends are all about muted hues and asymmetrical designs. For ‘muted’ read ‘natural’ or ‘Nordic.’ Whatever word you use to describe them, greys, off- whites and faded pastels are huge and getting bigger. Thinking about some blue plates? Blunderfield advises caterers look under names like ‘topaz’, ‘ice’ and ‘river.’ Apart from their natural tastefulness, one reason for the popularity of these colours is that they blend well, both with white and with each other. Two or more colour-ways in these kinds of shades let operators create a table top that manages to be attention-grabbing, relaxing and chic all at the same time.

A FINAL WORD ABOUT WHITE After some years of colours dominating the tabletop, white is back, says Blunderfield. “Although white has never exactly gone away, the recent tableware fashion has been for colours and patterns,” he says. “In terms of table layout, the great thing about white is its versatility: it’s easy to pair different plates from different manufacturers, so the potential for unusual and striking combinations is vast. White is, of course, the classic when it comes bowls, Blunderfield says that the vogue for OVEN TO TABLE-WARE to displaying food. No colour sets off chef’s off-kilter shapes shows no sign of diminishing. Caterers require tableware that is functional signature dishes in quite the same way.” “Ovals that aren’t quite oval, circles that aren’t and durable. The Ceraflame range of oven-to- quite circular…it’s all part of the drive to be tableware from Artis is made from the same different. Restaurants and bars want to create a material used by NASA as tiles on its Space stir and the table top is a relatively inexpensive Shuttle. Although it resembles cast iron in both way of changing the face of the dining area – strength and appearance, the manufacturers say and enhancing the customer experience.” that it is, in fact, quite light. Individual portions of pre-prepared meals can be taken from the SHARING PLATTERS freezer, reheated in a microwave or oven and Sharing platters are one of this year’s big food then served directly to table without changing trends. From tapas, antipasti, meze, dessert dishes. tasters or petit fours to share, there are many menu options available, but these dishes AFTERNOON TEA SETS require a certain style of crockery to showcase “We have seen more interest in floral designs them. Parsley in Time supplies a range of taster with a more edgy feel, especially within the trays from Steelite International including hotel afternoon tea sector”, says Dan Goodall, the Terramesa Taster Tray which boosts the Dudson’s design director. The delicate floral aesthetic appeal of dishes, combining rustic band is available on a suite of beverage items style with natural, earthy colours. known as Rose from the Precision range, giving www.instituteofhospitality.org 53 technology

THREE WORDS IMPROVING THE TRAVEL EXPERIENCE

An unusual way of talking about location is making waves in the travel and tourism industry worldwide. Richard Lewis, partnerships director, what3words, explains

ost travellers have improve their customers’ experience. address into the what3words app and tap ‘Get experienced the frustration what3words has divided the world into 3m x Directions’ to find their way right to the hotel that can accompany 3m squares, each with a unique 3 word address. entrance, using their preferred navigation app inadequate addressing, ///refines.windsurf.brie, for example, refers to the such as Google Maps, Waze or Citymapper. whether it’s circling a hotel exact entrance of a boutique hotel tucked inside Following suit, a growing number of travel Mcomplex in pursuit of the correct entrance, a winding pathway in Santorini. Restaurants apps, such as TripGo, Navmii and PocketEarth searching for a local event, or arriving at and bars are also listing their 3 word address, are integrating 3 word addresses into their the wrong restaurant due to a Satnav typo. including the Michelin starred London restaurant, platforms and listing 3 word addresses of popular Duplicate road names often play their part too Angler, which can be found at ///chest.polite.fast destinations in their travel guides. – the 14 Church Roads in London, for example, This unusual system is enabling people and Airsorted, the Airbnb rental management make it easy to end up in the wrong place. businesses all over the world to accurately talk company, has benefited from the technology No-one likes time wasted losing their way, about exact locations – be it in the middle of too. Having recorded the 3 word address for especially holiday makers, when it could mean a jungle in Chiang Mai, outside a hotel in the the entrance to each listing, their maintenance missing out on a pre-paid or once in a lifetime heart of London, or in a remote field in the staff are able to save up to 20 minutes finding experience. And when visiting a country that Lake District. each property. does not share their first language, this can be The free what3words app is available in over Drivers are also feeling the benefit of better even more stressful. 22 languages and works offline, meaning that addressing. Mercedes-Benz is soon launching Communicating location effectively is vital travellers in unfamiliar terrains can escape the the world’s first car with built-in what3words for the travel and tourism industry. A disoriented, nuisance of language barriers, data roaming voice navigation. Drivers will be able to say dissatisfied customer could mean the difference charges and bad phone reception. three words to input and navigate to their between repeat business or negative online Hotels around the world have been quick precise destination. reviews, even before they have stepped through to collaborate with what3words to offer their Adopting what3words for your business is the front door. guests a smoother start to their holiday. Small simple. Use the free app for iOS or Android or Luxury Hotels of the World, Landmark Hotels, map what3words.com to find the 3 word address A 3 word solution Starboard Hotels and Luxury Hotels Group all of your front door. Add your 3 word address what3words is an innovative company providing now list 3 word addresses for each of their hotels to your website contact page and TripAdvisor a simple, effective solution to this problem. Its worldwide on their websites and many also profile, as well as email signatures and business precise and unique way of describing location display a 3 word address sign at their entrances. cards. You can even request a 3 word address sign is helping hotels to save time and money, and Guests simply enter their hotel’s unique 3 word to display at your main entrance.

54 www.instituteofhospitality.org HUMAN RESOURCES

The training cycle

Businesses need to understand some theory behind training in order to deliver it effectively, writes Prateek Adhikari MIH

raining within any business training that can be applied within their teams Furthermore, at this stage the approaches is designed to establish for staff development. of in-company-on-the-job training, in- constructive and positive Firstly, it is crucial to understand exactly company-off-the-job training and external working relationships with what training is and identify the training training should be considered. new employees. This in return needs within the wider hospitality industry The final and sometimes easily missed Tprovides plenty of benefits for organisations context at organisational, departmental and part of the training cycle is the evaluation to be able to run a successful business. In individual levels. Moreover, managerial staff and measurement of a training process. It is the hospitality industry, it is an area often should recognise the rewards and benefits at this point that managers can realise the overlooked which has resulted in the acute and explore common practices applied within benefits of their training programmes and problem of skills gaps, leading to an endemic the industry to provide them with ideas for understand the true return on investment. issue of high staff turnover. training their workforce. During the short Training and Development in the When employees do not feel that they course at UDOL, participants will be able to Hospitality Industry is a learner-led short have been provided with the right training to outline some of the common practices to course studied 100% online with the perform their jobs it heavily affects their level influence their own training programmes. University of Derby Online Learning. The of motivation, their working standards, and as a As well as categorising training at course takes on average 20 hours of study result they don’t last at their jobs for very long. organisational levels, it is also important to to complete and does not require any The University of Derby Online Learning consider training within short-term, medium- prerequisites to enrol. Students can study attempts to address some of the issues associated term and long-term time frames, and the at their own pace with flexibility around the with the lack of training in the hospitality industry benefits of each. Looking at the training cycle in long and sometimes unsociable working hours with their short course: Training and Development this much depth will allow managers to reflect of the hospitality industry. in the Hospitality Industry. on what they are currently doing and how they There is no assessment for the course, This course was created to help future can improve their practice for developing and but those who enrol will participate in leaders and managers in understanding the planning their own training cycles. online activities within each unit. Upon value of training that they can apply within In addition to understanding how to plan completion of the course, students will be their own professional practice. It draws upon a training cycle, it is essential that staff can awarded with an E-certificate to recognise industry context and highlights the issues actually carry out the training programme their commitment to learning and continuing associated with the skills gap, providing itself. To effectively carry out a training professional development (CPD). support plans and training provisions to programme, managers may feel that they hospitality professionals. need to explore relevant methods and see Prateek Adhikari MIH is a lecturer in By focusing on the training cycle, managers examples of best practice, which can be hospitality, business and leisure at the are introduced to the four main stages of found in unit three of the UDOL short course. University of Derby Online Learning

www.instituteofhospitality.org 55 career progression

RETURNING TO WORK IN THE UK

John Hunt FIH offers advice to managers who wish to return to the UK after a period spent working overseas

am frequently asked by candidates you have been working for overseas has hotels bringing yourself up to speed on market returning from many years working in in the UK, you should research that route first. conditions and changes in legislation. If there hotels overseas what are the prospects Matching your overseas experience is a possibility of interim work, take it – it will of them finding employment back in with a similar property in the UK: resort, allow you to familiarise yourself with the UK the UK. city centre, country house, may allow you market again and give you some leverage for IThere are many factors that affect the to target an opportunity where you can permanent opportunities. prospects of finding employment, the most demonstrate an in-depth knowledge of that Be persistent; follow up regularly with pertinent being the length of time you have particular style of business. ex-colleagues and employers. Write directly to been away from the UK market. Employers Beyond following these logical companies who you feel you have a connection have become increasingly wary of engaging a considerations, it is imperative that you use with or relevant experience. You will generally manager who does not have current or recent every possible angle to gain some traction in have far better prospects by writing directly to knowledge of the specific market. This is an the UK job market. Contact people that you employers than going through a recruitment understandable concern in an increasingly have worked with before or who know you well company. Recruitment companies are charging competitive environment. and explain what you are looking for. Other clients a fee for introducing a successful The challenge for returners has certainly people may well do some networking for you. candidate. It will be difficult to justify that fee increased in the past ten years; the lack of People that know your work capacity and where the candidate has no recent knowledge movement of managers in and out of the competency may be prepared to overlook your of the UK market. international market has certainly contributed lack of recent UK experience. If you have never worked in the UK, it will to this. Make sure your LinkedIn profile is up be particularly challenging for you to find How can candidates give themselves the to date. If you are not yet back in the UK suitable and comparable management career best possible opportunity of finding that ensure that your CV clearly states that you opportunities and you will need to observe all elusive management position back in the will be returning to the UK permanently and of the above. You may need to consider taking a UK? A great deal of the answer is practical, ideally with a specific date and a UK address. step back to get started in a company, in order common sense stuff. Convincing a future employer that you will not to progress. If you have knowledge of a hotel brand, be disappearing overseas again is critical. make contact with the companies operating Contact people you know and see if John Hunt FIH is director of JDR Hospitality that brand in the UK. Clearly if the company you can spend some time in their business, Recruitment

56 www.instituteofhospitality.org A POSTCARD FROM Singapore

Andrew ast year I quietly turned 40. Some say that professional to go to sea and experience ship life, as it Richardson 40 is a turning point in life. If it is then I think provides a foundation like no other. I missed the turning. Turning 40 does mean Over the last 13 years, I have worked for Xn Protel MIHUHȵHFWV that I have been in the hospitality industry Systems. I have been fortunate to travel the world, stay RQKLV for nearly 25 years which makes me not only in the most beautiful hotels and meet with the most H[KLODUDWLQJ Lsound old but explains the complete lack of hair. amazing people within the hospitality industry. In my SURIHVVLRQDO My first job was as a pot wash at the golf club in the current role I would like to say I am the teacher and our small town of Bungay in East Anglia. At that time I would clients learn from me, but the truth is that I learn just as journey from never have thought that I would call Singapore my home much from them. (DVW$QJOLDWR and that I would work not in hospitality, but providing Have I seen changes in the hotel technology business? (DVW$VLD technology services to all levels of the hospitality industry When I started in 2005, we went to a property and all over the world. Hospitality did indeed open my world. we taught the property how to operate their business Singapore used to be a transit hub. People flew in and according to the processes of the software. Now we go flew out; a place to change planes bound for New Zealand, to a property and we work with the client to make the China, Australia. Singapore is now a destination in itself software fit their business and their processes. for events such as the F1 Marina Bay Street Circuit, Rugby There is a large range of hospitality brands and each 7S, concerts and its amazing diverse heritage. So, what has a uniqueness and individuality in how they service brought me here? their customers. The technology they use should support At 19, I had no idea what I wanted to do. My mum that vision and put the customer first. suggested qualifying in hospitality management. So Last year, I worked with the Singapore Institute of I found myself one cold morning enrolling on the Technology, training the faculty to incorporate new hospitality and tourism management course at Norwich knowledge and learning for the next generation of City Hotel School. The first two years were study, but the Singapore hospitality students. third year we went into industry. I was fortunate to land As part of that process, I had the pleasure of providing a placement working for Whitbread within the Brewers guest lectures which was both as nerve-wracking and Fayre/Travel Inn brands. exhilarating as it sounds. I just hope the students got as At the end of my degree I was offered a deputy much out of it as I did! manager position with Whitbread, but I decided to go to Today, all the experience and knowledge that I sea. If I learnt a lot working for Whitbread, then working learnt in the early days is put into helping clients Andrew Richardson MIH for P&O was on another level. The scale of the operation use, design and implement technology in the single is group – client services was mind-blowing. The planning and the organisation pursuit of one thing: maintaining the well-being and director, Xn Protel that go into meeting expectations at the highest level of satisfaction of their customers. For me, that is what Systems (Asia) service were second to none. I encourage any hospitality hospitality is all about.

www.instituteofhospitality.org 57 what’s on?

uk EVENTS INTERNATIONAL EVENTS WEBINARS

19 APRIL 2018 Institute of Hospitality Southern Branch: Student of The Year Awards 2018 TUESDAY 19 JUNE 2018 Balmer Lawn Hotel, Brockenhurst Institute of Hospitality agm & Annual awards Dinner An evening of great hospitality to celebrate the Park Plaza Westminster Bridge, London achievements of students in the southern region. Our flagship celebration of excellence, including the AGM, welcome reception and sumptuous three- https://www.instituteofhospitality.org/ course meal. Announced on the night: Hospitality Assured Awards; Best Graduate Scheme of the Year; branches/southern-branch/southern-branch Best Student Placement of the Year and Talent Development Team of the Year. To make nominations and book your places now, visit: 1 MAY 2018 3PM UK TIME www.instituteofhospitality.org/annualdinner Institute webinar: The advantages of joining hotel marketing consortia Peter Hancock FIH MI, Pride of Britain Hotels 22-25 MAY 2018 effective apprenticeship programme even if you Peter will impart his knowledge and experience to CHME Research Conference 2018 are a small business. extract the full benefits of joining marketing groups Bournemouth University www.instituteofhospitality.org in general and not just Pride of Britain. The conference theme this year is ‘connecting all www.instituteofhospitality.org stakeholders to deliver memorable experiences.’ 3 JULY 2018 http://www.chme.org.uk/ Cateys 2018 6-8 MAY 2018 Grosvenor House, A JW Marriott Hotel, Food & Hospitality Africa 2018 29 MAY 2018 3PM UK TIME London Gallagher Convention Centre, Johannesburg, SA Institute webinar: The wine The industry’s ‘Oscar’ awards night organised and A gateway to the African market. With a footfall procurement process hosted by The Caterer. of over 6 600 of visitors over three days in 2017 Paul Green, Wine Ed www.cateys.com – more than 80% of whom make or influence How to transform your wine procurement process decisions. and your bottom line. 11-13 JULY 2018 https://www.foodandhospitalityafrica.co.za/ www.instituteofhospitality.org LACA - The Main Event Hilton Birmingham Metropole 11 MAY 2018 12 JUNE 2018 3PM UK TIME The Lead Association for Catering in Education’s 23rd Institute of Hospitality Awards Institute webinar: How to remain top annual conference including the Education for Professionalism Northern Ireland on TripAdvisor Catering Exhibition. This year’s theme is Titanic Exhibition Centre, Belfast Jonathan Raggett FIH MI, Red Carnation ‘Navigating the Maze of Change.’ Formerly known as the Janus Awards, the awards Hotels http://lacamainevent.co.uk/ are the largest event within the Northern Ireland How to deliver genuine hospitality consistently, Branch calendar. exceeding expectations and generating positive 17 JULY 2018 3PM UK TIME www.instituteofhospitality.org reviews. Institute webinar: Storytelling and www.instituteofhospitality.org science: the marketing secrets you 21-22 MAY 2018 need to know Boutique & Lifestyle Hotel Summit 14-15 JUNE 2018 Karen Fewell, Digital Blonde The Montcalm Hotel, London FLIGHT Annual Hospitality Conference Insights into the latest developments in digital Discover what makes this vibrant sector of the IHTTC School of Hotel & Design marketing, this session will help supercharge your hospitality industry tick. Management, Neuchâtel, Switzerland marketing and boost your business. http://www.boutiquehotelsummit.com/ Bringing together hospitality educators and www.instituteofhospitality.org employers from around the world to discuss and 22 MAY 2018 3PM UK TIME develop best practice in developing talent. 24 JULY 2018 3PM UK TIME Institute webinar; Crisis resilience: http://www.flighthospitality.org.uk/ Institute webinar: Developing an security, terrorism and duty of care effective purchasing strategy David Poet, Arthur J Gallagher 26 JUNE 2018 3PM UK TIME Chris Durant FIH, The Litmus Partnership what you need to do to fulfil your duty of care Institute webinar: Apprenticeship Developing strong and effective supplier to employees and guests. Tips on how you can Levy update relationships; how technology can save time and improve your resilience and manage any crises Adele C Oxberry FIH, Umbrella Training money and the role that purchasing consortia and which do occur. How to ensure you have a return on investment third-party specialists can play. www.instituteofhospitality.org with the levy. Top tips on how to implement an www.instituteofhospitality.org

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CONNECT LEARN GROW

www.instituteofhospitality.org/graduate Class of 2018 is a membership offer for hospitality students in 2018 for £25 (usually £165)

• Get AIH professional credentials after your name • Access to potential employers • Recognition amongst industry professional • Mentoring scheme

T: 020 8661 4900 @IoH_Online ioh_online #Classof2018