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M/A Hot Cover.Layout THE MAGAZINE FOR HOTEL EXECUTIVES // MARCH/APRIL 2012 $4 0 7 4 3 6 0 0 4 # T N E M E E R G A S E TheStyleIssu e L A S T C Four Canadian designers weigh in U D O R P on 10 trends shaping the hotel industry L I A M N O I T A C I L B U P + N A I THE DIGITAL AGE • LABOUR • AMENITIES D A N A C hoteliermagazine.com Discover the world Open your doors to tourism from around the globe Welcome millions of cardmembers from one of the United States top issuers, Discover s s Diners Club International s of cardmembers worldwide China UnionPay, preferred by Canada’s fastest-growing tourism segment s BCcard, the leading Korean payment network with cards issued by 11 fi Welcome Discover—and welcome the WORLD. DinaCard Call ® or talk to your payment processor today. Add Discover to your payment options: Accept Discover cards and these other payment brands: nancial institutions 1-800-263-0104 1 2 Discover Financial Services Internal 2011 Data ©2011 DFS ServicesCanadian LLC Tourism Commission 2010 , the national Serbian payment network delivers ® , established brand for over 60 years with millions 1 (use promo code YL 0000 JPC 000 YL 0000 JPC 000 YL 0000 JPC 000 YL 0000 JPC 000YL 0000 JPC 000 YL 0 000 J JP 00 C 0 0 0 0 L 0 Y Y L 0 0 0 0 0 0 0J P C0 0 0Y L0 0 0 0J P C0 0 0Y L0 0 0 0J P C0 0 0Y L0 0 0 0J P C0 0 0Y L0 0 0 0J P C0 0 0Y L0 0 0 0J P C0 0 0 Y L0 0 0 0J P C0 0 0Y L0 0 0 0 J C P TRD011 P 0 L00 P 0 L00 P 0Y 00JC00Y 00JC00Y 00JC00Y 00JC00Y 0000J YL 000 JPC 0000 YL 000 JPC 0000 YL 000 JPC 0000 YL 000 JPC 0000 000YL JPC 0000 YL 000 JPC 0000 YL 000 JPC P 0 C 0 0 0 0 0 0 L Y Y L 0 0 0 0 0 0 C 0 P J 0 0 0 0 L Y 0 0 P 0 C J 0 0 0 0 L Y 0 0 0 P C 0 J L 0 0 0 Y 0 0 0 P C J 0 0 0 L 0 0 Y 0 0 C 0 P 0 J 0 0 L Y 0 0 0 P C 0 J 0 ) 2 Volume 24, Number 2 // March/April 2012 Cont ents Features 10 HOLE IN ONE Wales’ CelTic Manor ResorT commands aTTenTion as a TourisT draw and golf mecca By Toby Saltzman 12 IN STYLE Tapping inTo 10 design Trends ThaT give hoTels flair By Jackie Sloat-Spencer 23 THE YEAR OF THE TABLET Why iT’s imporTanT To inTegraTe compuTer TableTs inTo your hoTel operaTion By Larry Mogelonsky 27 MASTERING MOBILITY A simple mobile websiTe can improve hoTel business 39 THE NEW AMENITIES By Larry Mogelonsky When iT comes To caTering To Today’s guesTs, iT’s all abouT 29 FURNISHING SUCCESS cusTomizaTion Does your hoTel’s furniTure siT well wiTh Today’s guesTs? By Adrian Bell By Lisa Van de Ven Departments 33 BRAND CHAMPIONS STaffing hoTels wiTh employees who care creaTes 2 EDITOR’S PAGE impeccable hospiTaliTy By Laura Pratt 3 CHECKING IN 37 ABOVE AND BEYOND 44 HOTELIER: Four examples of memorable service excellence HeaTher McCrory, By Larry Mogelonsky The FairmonT Royal York, ToronTo hoteliermagazine.com MARCH/APRIL 2012 HOTELIER 1 EDITOR’S PAGE BOLD AND BEAUTIFUL n recenT years The hoTel indusTry has sol - diered Through some of iTs mosT challengin g Idays. Occupancy raTes have TeeTered on The brink of disasTer, room raTes have re maine d MITCH KOSTUCH | PRESIDENT & GROUP PUBLISHER sluggish and The Travel indusTr y has been pum - [email protected] melled by a hosT of changes, which impacT ROSANNA CAIRA | EDITOR & PUBLISHER The vibrancy of hoTels. rcaira@ kosTuchmedia.com Ironically, even during These economically DAVID HEATH | ART DIRECTOR challenging Times — or perhaps because of dheaTh@ kosTuchmedia.com Them — hoTels have become increasingly BRIANNE BINELLI | ASSOCIATE EDITOR sTylish, including The boTTom-Tier segmenT, bbinelli@ kosTuchmedia.com ADRIAN BELL | ASSOCIATE EDITOR which is now discerningly more inTeresTing abell@ kosTuchmedia.com and lively. JACKIE SLOAT-SPENCER | ASSISTANT EDITOR jsloaT-spencer@ kosTuchmedia.com Once a place To leave The rigors of Travel behind, Today’s hoTels DEREK RAE | PRODUCTION are more Than resT spoTs. As one designer said in This monTh’s sTyle MANAGER cover sTory ( see p. 12 ), hoTels have become personable spaces ThaT drae@ kosTuchmedia.com are less generic Than days pasT. Today’s hoTels are abouT sTyle. Walk BRENDA JAMES | SENIOR inTo almosT any lobby and There’s a discernible buzz ThaT is palpa - ACCOUNT MANAGER bjames@ kosTuchmedia.com ble. The communal area is fasT becoming a space where guesTs and JIM KOSTUCH | DIRECTOR urbaniTes can congregaTe To share cockTails, nosh or lose Them - jkosTuch@ kosTuchmedia.com selves in Their mobile devices. WheTher we’re Talking abouT KATHRYN PETROVICH | MARKETING/EVENTS CO-ORDINATOR ToronTo and Vancouver’s newesT luxury properTies ThaT are punc - kpeTrovich@ kosTuchmedia.com TuaTed by Timeless and refined elegance, relaxing resorT properTies NINA GLADSTONE | CONTROLLER or even budgeT hoTels in small Towns and ciTies, sTyle knows no ngladsTone@ kosTuchmedia.com ELSIE REDEKOPP | ACCOUNTS RECEIVABLE boundaries. eredekopp@ kosTuchmedia.com WheTher The Trend To bold and beauTiful spaces is driven by a renewed inTeresT in elegance or simply a form of escapism sTem - ADVISORY BOARD: ming from The persisTenT economic anxieTy, Today’s consumers David McMillan , Tracy Sherren , PACRIM wanT To surround Themselves wiTh sTyle and flair. PainT colours HOSPITALITY SERVICES, Charles Suddaby , CUSHMAN & WAKEFIELD LTD., Bill Stone , have Taken on a new imporTance; fabrics are more TexTured and CBRE, Joe Collura , HOTELEVISION CANADA unique, and furniTure is eclecTic yeT eleganT. Increasingly, hoTels LTD., W. Lyle Hall, HALL HOSPITALITY are becomin g exTensions of our homes, marked by flaT-screen ADVISORS, INC. , David Larone , PKF, Henry Wu , Televisions, iPad docking sTaTions and even herb gardens. They METROPOLITAN HOTELS, Stephen Renard , RENARD INTERNATIONAL HOSPITALITY, evoke a resTful and sooThing residenTial feel wiTh wonderful Stephen Foster , STARWOOD HOTELS, scenTs permeaTing. Michael Haywood, Anne Larcade , SEQUEL HoTels have always been a focal poinT of The communiTy They HOTELS & RESORTS serve, buT Today They’re also becoming social hubs, hoT desTina - HOTELIER is published eighT Times a year by KosTuch Tions for ouT-of-Town guesTs and ciTy dwellers alike. While hoTel Media LTd., 23 Lesmill Rd., SuiTe 101, ToronTo, OnT ., dining had recenTly fallen ouT of favour, due To iTs sTodgy and ofTen M3B 3P6, (416) 447-0888, Fax (416) 447-5333. All righTs formal aTmosphere, hoTel resTos are now relaxed, über cool and reserved. SubscripTion raTes: Canada: $25 per year, single issue presided over by culinary masTers. HoTels are now more Than jusT a $4, U.S.A.: $30 one year; all oTher counTries $40 per year. Canadian PublicaTion Mail ProducT Sales AgreemenT collecTion of rooms; They house bars ThaT rock, offering handcrafT - #40063470. Member of: Canadian CirculaTions AudiT ed cockTails, dining rooms ThaT dazzle wiTh culinary delighTs and Board, The American Business Media and The Canadian world-class spas ThaT sooThe and rejuvenaTe — and They do iT wiTh Business Press. We acknowledge The financial supporT sTyle, providing hoTel goers wiTh a hosT of reasons To leave home. of The GovernmenT of Canada, Through The Canadian Periodical Fund (CPF) for our publishing acTiviTies. PrinTed in Canada on recycled sTock. ROSANNA CAIRA EdiTor and Publisher [email protected] FOLLOW US: For daily news and announcements: @hoteliermag on Twitter and Hotelier magazine on Facebook . 2 MARCH/APRIL 2012 HOTELIER hoteliermagazine.com CheckingTHE LATEST INDUSTRY NEWS FOR HOTEL EXECUTIVES FROM CANADA AND AR InOUND THE WORLD ROOM KEY DEBUTS Could this new hotel search engine steal business from OTAs? BY JACKIE SLOAT-SPENCER oomkey.com is unlocking a new idea in online from leaving The siTe by offering oTher available hoTels Travel. Launched as a beTa TesT This January, The prices, even compeTiTive prices in The area. And, a parTner - R online search engine provides a one-sTop soluTion ship wiTh TripAdvisor means There will be hoTel reviews on To search, compare and book a room direcTly Through a The siTe, Too. hoTel websiTe. Earning guesT loyalTy poinTs is also a big seller for The Developed by John F. Davis III, formerly CEO of B irch - consumer. “Nobody does ThaT buT The brand.com. We are STreeT SysTems, The company has parTnered wiTh major The only Third-parTy siTe where you can acTually earn your hoTel groups, including Choice HoTels In - poinTs,” Davis says. TernaTional, HilTon Worldwide, HyaTT H o- FAST FACT Larry Mogelonsky, founder of LMA Com - Tels CorporaTion, InTerConTinenTal HoTels Website inefficiencies can municaTions Inc., a ToronTo-based agency, Group, MarrioTT InTernaTional, Wyndham be costly, and problems with isn’T so sure The websiTe will be a success. “IT’s HoTel group and BesT WesTern InTerna - greaT concepTually, and I do believe The goals pricing, site functionality and Tional. And, ThaT’s only The beginning. of Room Key are correcT, The objecTive is cor - The concepT was conceived in 2010 product description are some recT, buT The execuTion is unaTTainable given afTer Davis discovered online Travel agen - of the top reasons for lost The massive lead by The OTAs and Their high- cies (OTAs) were displaying false infor - dollar adverTising spend,” says Mogelonsky. He travel purchases online, maTion and accepTing commission raTes as explains The siTe TargeTs consumers who read high as 30 per cenT.
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