Autumn 2018 Publication Of

Home , CitizenM, Design Hotels, Deutsche Hospitality, Hotel television systems, ITC Hotels, List of largest hotels

An of cial Autumn 2018 publication of

www.ehma.com

www.hmi-online.com

HMI076_Cover.indd 1 19/10/2018 11:07 GERMAN PRECISION, GLOBAL VISION

Steigenberger Hotel Business Bay Dubai, UAE

Jaz Stuttgart Germany

IntercityHotel Braunschweig Brunswick, Germany MAXX by Steigenberger

Deutsche Hospitality stands for an exceptional portfolio comprising more than 130 hotels on 3 continents. The unique portfolio includes Steigenberger Hotels and Resorts, MAXX by Steigenberger, Jaz in the City and IntercityHotels.

DHospitality.indd 1 19/10/2018 11:42 From the editor

On the web... Keep up with the latest developments across the hotel industry by visiting www.hmi-online.com Phin Foster, editor Where next?

t the Hotel Investment de Almeida, the managing director Vila conference Europe (Hot.E) Galé, to find out (page 44). Hotel Management International back in late September, Tim Kemp, along with his wife and Autumn 2018 A Firmdale co-founder and chairman Tim Firmdale co-founder Kit, were keen to talk EDITORIAL Kemp was asked where next for the about a lot more than just Portugal at Hot.E. Editor Phin Foster [email protected] boutique brand. Theirs is a brand forged and operated in Chief sub-editor Thom Atkinson Firmdale has, thus far, restricted itself a very different manner to the industry Sub-editors Nicholas Kenney, Ha Nguyen Senior feature writer Greg Noone to the global hospitality mega capitals norm; like its founders, playfully contrarian, Feature writers Grace Allen, Tim Gunn Production controller Steve Buchanan of London and New York, so it was only colourful and fun. They discuss its founding Group art director Henrik Williams natural that Kemp revealed an interest principles, carving out their own spheres of Designer Sandra Boucher in Paris. His other answer, however, was influence and “circling one another like a COMMERCIAL more surprising – and indicative of the pair of old sumo wrestlers” (page 14). Copy coordinator Melissa Parkinson Head of sales Richard Jamieson arrival of a new heavy hitter on the Firmdale has forged a reputation as Publication manager Richard Pollard European hotel scene: “We are looking one of the best employers in the business Subscriptions marketing manager Mariella Salerno very closely at Lisbon.” and also stands out as one of the few Publisher William Crocker Firmdale and pretty much everyone international operators with a female else, Tim. In PwC’s ‘European Cities leader. In fact, female representation in the Hotel Forecast 2018 & 2019’, analysts boardrooms of global hospitality’s biggest placed Lisbon and Porto in first and players remains depressingly low, despite Hotel Management International is published quarterly by Compelo, which is a member of the Audit Bureau of second place for anticipated RevPAR long-standing efforts to promote diversity Circulations, and is an official publication of the European Hotel Managers Association. growth across this year and next. and a relatively even gender split further Registered in England No. 09901510. Hoteliers in all segments have taken note. down the ladder. In an important and timely John Carpenter House, John Carpenter Street Portugal has long been a market piece, Elly Earls meets Women in Hospitality London, EC4Y 0AN, UK Tel: +44 20 7936 6400 Fax: +44 20 7411 9800 synonymous with resort holidaying, so what 2020 chair Tea Colaianni; Marriott www.compelo.com www.hmi-online.com accounts for the increased success of its International’s president and managing ISSN 2041-2452 © 2018 cities as business and leisure destinations director for Europe, Amy McPherson;

Published in association with: in their own right? Furthermore, how is this Whitbread CEO Alison Brittain; and IHG’s impacting hotel development elsewhere VP for global talent Louise Byrne to find out All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, photocopying or otherwise, without prior in a country enjoying its best performance what steps are being put in place to correct permission of the publisher and copyright owner. While every effort has been made to ensure the accuracy of the information in this levels in two decades? In our latest the balance (page 54). publication, the publisher accepts no responsibility for errors or omissions. The products and services advertised are those of cover story, Greg Noone talks to regional As always, I hope you enjoy our latest individual authors and are not necessarily endorsed by or connected with the publisher. The opinions expressed in the articles within this leaders, including Gustavo Castro of edition and greatly look forward to publication are those of individual authors and not necessarily those of the publisher. The 2018 US annual subscription price for Hotel Colliers International’s and Jorge Rebelo hearing your thoughts. Management International is $164. Airfreight and mailing in the US by agent named Air Business, c/o WorldNet Shipping Inc, 156–15, 146th Avenue, 2nd Floor, Jamaica, New York, NY11434, US. On the cover: Torel Avantgarde, Porto © Luis Ferraz An of cial Periodicals postage pending at Jamaica NY 11431. Autumn 2018 publication of US Postmaster: Send address changes to Hotel Management

International c/o Air Business, c/o WorldNet Shipping Inc, 156–15, www.ehma.com 146th Avenue, 2nd Floor, Jamaica, New York NY 11434 US. www.hmi-online.com Also in this issue Subscription records are maintained at Compelo, 40–42 Hatton Garden, London, EC1N 8EB, UK. Page 18: Radisson Hotel Group’s Elie Younes talks Air Business Ltd is acting as our mailing agent. us through the brand’s myriad endeavours. SUBSCRIPTIONS

Single issue price: UK £31 EU €47 US $62 RoW $80 Page 61: Airport hotels are going through an One year: UK £80 EU €125 US $164. RoW $167 overhaul; we look into the companies looking to Two year: UK £127 EU €198 US $261 RoW $266 reinvent the space. Tel: +44 (0)845 073 9607 (local rate) Fax: +44 (0)207 458 4032 Page 64: Spas and hotels have circled each other Email: [email protected] for decades; has wellness design ﬁ nally created the Address: Compelo, Riverbridge House, Ground Floor, South Tower, new hybrid? Anchor Boulevard. Crossways, Kent DA2 6SL

Printed by Stephens & George Print Group Visit www.hmi-online.com HMI076_Cover.indd 1 18/10/2018 12:11

Hotel Management International | www.hmi-online.com 3

HMI076_101_Foreword.indd 3 19/10/2018 11:22 Contents

Cover story 44 14

Kit and Tim Kemp on their unique roles at Firmdale 18

London, New York, Paris... Lisbon? We investigate the not-so-surprising rise of Portugal. Discussing brand identity with Elie Younes.

The intelligence importance of maintaining their 26 Big issues own spheres of control, taking a Delegates recently convened 8 News and vital statistics personalised approach to hotel in London for the latest Hotel development and why it sometimes Investment Conference Europe. 10 An era of growth pays to do things a little differently. Subjects for discussion included According to a recent new growth opportunities, study by Magma Hospitality shifting investor profiles, Business management Consulting and STR, thanks to & development and the need for developers the strong performance growth and hoteliers to think more in several markets, Spain’s hotel creatively. Inevitably, however, industry has seen a surge in 18 Bring it to fruition one topic loomed above all investment interest despite the A new brand identity, corporate others. Hotel Management political situation in Barcelona. restructuring and marked changes International reports. in developmental strategy all mean EHMA that Elie Younes, EVP and CDO Security of Radisson Hotel Group, is an 12 Staying competitive incredibly busy man. Abi Millar EHMA president Hans Koch meets the hotel exec to talk about 30 The age of consent looks at the challenges of staying a shift of focus back onto Europe, The European General Data relevant and competitive in a a renewed willingness to consider Protection Regulation (GDPR) changing hotel landscape. leases, what he is looking for in compliance deadline has passed, new development partners and the requiring every hotel in the world to The big interview importance of brand purity. have guidelines in place that protect EU residents’ personally identifiable 14 A different take 23 Light up hotels information against security breaches. As the founders and leaders of Simon Six months down the line, however, Firmdale Hotels, Kit and Tim Kemp reports are coming through of some are among the industry’s most 25 Mixing business operators managing the scale of these influential boutique hoteliers. Phin with pleasure demands better than others. Robert Foster hears them speak about the Meliá Hotels International Holland, chief technology adviser to

4 Hotel Management International | www.hmi-online.com

HMI076_102_Contents.indd 4 19/10/2018 11:27 Make a clear statement...

LG OLED Wallpaper Hotel TV

Marvel at the beauty of the world’s first paper thin OLED Wallpaper Hotel TV, designed to wow your guests and enhance your in room styling

The WU960H series features an impossibly light and thin “Picture-on-Wall” design and supports premier hotel functionality and intense, rich colour reproduction. Breathtaking picture on glass design, cinematic sound and ultra slim bezel sends guests a clear statement of opulence, refinement and luxury.

Advanced Ultra thin panel functionality Perfect Black

Learn more www.lg.com/b2b youtube.com/c/LGECommaercialDisplay

NEW1110.indd 1 19/10/2018 11:48 Contents

the British Hospitality Association, a relaxed atmosphere is just what Design and GDPR expert Nick Crawford star chef Ollie Dabbous intended. discuss the challenges with However, in order to realise his vision, Patrick Kingsland. getting the kitchen design right was 64 All’s well that starts well a fundamental element. Jim Banks Wellness architecture is the process speaks to him and Ed Bircham, an of designing buildings that make Technology associate member of the Foodservice their inhabitants healthier and Consultants Society International, happier. Elly Earls meets architects 33 Reality check about bringing to life a chef-led vision Veronica Schreibeis Smith and Julia Augmented reality platforms have of simplicity, serenity and style. Monk to find out what this means in emerged as new marketing and a hospitality context, and why operational tools over recent years, 51 The case for convergence wellness needs to be a part of allowing hotels to preview and Sleep + Eat design discussions from day one. enhance their pre-existing selling points, and possibly offer whole new 53 Cultivating culinary arts Guest amenities ones. But to what extent do these tools Le Cordon Bleu still lean more towards gimmickry than utility, and what might the next 68 The beauty of tradition Special report generation of AR and VR solutions Cinq Mondes provide in terms of added value? Tim Gunn assesses how hotels can best 54 A catalyst for change 70 Embracing environmental augment their approaches. Although hotel companies have no responsibilty problem attracting women, they Rising awareness of single-use 36 More than welcome are failing to provide the necessary plastics’ environmental impacts RMG Networks support for them to progress to senior has led hotel operators to introduce positions. Elly Earls meets Women in strategies to outlaw their use across 38 Leading well-being resort Hospitality 2020 chair Tea Colaianni; their properties. Grace Allen asks SIX Payment Services Marriott International’s president and Daniella Foster, Hilton’s senior managing director for Europe, Amy director of corporate responsibility, 41 Enhancing guest experience McPherson; Whitbread CEO Alison and Marié Fukudome, Hyatt’s Distech Controls Brittain; and IHG’s VP for global director of environmental affairs talent, Louise Byrne, to find out and corporate responsibility, about 42 Creating luxury experiences what steps are being put in place the eradication of plastics and LG to correct the balance. sustainability strategy.

75 Sweet smell of success Regional focus Operations HD Fragrances

44 Ports of call 59 Hitting new heights Directory Lisbon and Porto have experienced There was a time when the airport unprecedented hotel growth over hotel was a straightforward concept: 76 Product showcase the past decade. But how much a property focused on short-stay longer can it last? Greg Noone business guests looking for nothing 77 Index talks to Gustavo Castro, the head more than the basics. But over the of Colliers International’s office past few years, a number of operators The insider in Porto, and Jorge Rebelo de have sought to draw in travellers Almeida, the managing director of through selling points beyond Portuguese hotel group Vila Galé, mere convenience. What should a 78 Expand certificates to find out more. 21st-century airport hotel look to EHMA delegate and Melia Hotels achieve? Abi Millar asks David Marr, International area director for SVP and global head of full service Italy Palmiro Noschese is finally Food & beverage brands at Hilton, citizenM CMO getting the chance to establish Robin Chadha and Yotel CEO official certification for hotel 47 Simple genius Hubert Viriot. managers. He explains how the Hide was one of the most keenly project is going so far, and his awaited restaurant openings of the 63 Cordless flexibility plans to expand certification year, and its blend of fine dining with Alfred Kärcher far beyond Italy.

6 Hotel Management International | www.hmi-online.com

HMI076_102_Contents.indd 6 19/10/2018 11:27 Roca.indd 1 19/10/2018 11:51 The intelligence > News

News

BRAND EXTENSION spaces with a cafe or bar, and Best Western will make use of technology launches new such as mobile check-in. “Sadie brands Hotel and Aiden Hotel are chic, sophisticated and unique hotel Best Western has announced brands that will reflect the style the creation of two new and pulse of the community boutique brands. Sadie Hotel they are in – bringing a sense of will fit into the upscale adventure and fun to guests at segment, and Aiden Hotel into each hotel,” said David Kong, the upper midscale. Both will president and CEO at Best Sadie Hotel will t into Best Western’s upscale segment. feature multiuse common Western Hotels and Resorts.

DIVERSIFICATION employment) worldwide president and global chief and its footprint in gateway New record label by 2025, and also includes development officer at cities across North America. for W Hotels community-based training Marriott International. SBE, meanwhile, will now programmes and the use of have access to AccorHotels’ Luxury lifestyle brand W artificial intelligence to match MIDDLE EAST hospitality platform while Hotels has announced the up candidates and roles. Changes to remaining an independent launch of a record label, W “Hospitality is one of the few ratings in UAE lifestyle operator. SBE will Records. The label will support industries where entry-level continue to be led by its emerging artists chosen by the opportunities often lead to Abu Dhabi’s government has founder and CEO Sam Marriott International-owned fulfilling, life-long careers that unveiled changes to its hotel Nazarian, and its management W Hotels, record their music can change the trajectory of classification system. The team while keeping its global at W Sound Suites – recording someone’s life,” said Hyatt’s decision follows consultation headquarters in New York. studios based in W Hotels – chief human resources officer with the hospitality sector. and release music online and Malaika Myers. The new framework will EXPANSION on vinyl. The first W Records allow a simplification of Ten new hotels artist, Amber Marks, laid down BRANDING infrastructure requirements announced Marriott two tracks in the Sound Suite in guest rooms and physical in Africa for in W Hollywood and shot a International’s assets in general, reducing Radisson music video at W Montreal. residential certain costs and making it The brand already hosts a portfolio grows more profitable for investors Radisson Hotel Group has music festival, Wake Up Call, to build hotels in the emirate. announced the addition of ten with events held in 2018 at W Marriott International is set There will also be increased hotels to its portfolio in Africa, in Hollywood, W Barcelona and to expand its portfolio of provisions for sustainability, line with the group’s ambition W Bali. residential properties by 70% accessibility and the promotion to reach 130 hotels on the in the next four years, under of Emirati culture, and a continent by 2022. Three will RECRUITMENT the auspices of brands such as distinction made between be in Nigeria, including the Hyatt announces Ritz-Carlton, St. Regis and W. essential and value-added 92-room Radisson Hotel Lagos youth More than 60 projects are criteria at the five-star level. Ikeja, the country’s first employment planned, with 17 signed in 2017 Radisson-branded hotel. Others programme alone – the company already M&A will include the Radisson Blu has 90 residential properties Accor completes Hotel Niamey, Niger and the Hyatt has launched RiseHY, open. “As the number of SBE deal Radisson RED Hotel Abidjan, an initiative to offer career residential condominium Ivory Coast. “We strongly opportunities to young people. buyers grows globally, Marriott AccorHotels has completed its believe in Africa,” said Elie The programme incorporates International’s well-known acquisition of a 50% stake in Younes, executive vice-president a pledge to employ 10,000 brands are ready to welcome SBE. Through this partnership, and chief development officer ‘Opportunity Youth’ (those them ‘home’ and deliver a the operator aims to expand at Radisson. “We’re thrilled to aged between 16 and 24 distinct experience,” said its offering in the luxury add ten new hotels in just who are not in education or Tony Capuano, executive vice- lifestyle hospitality segment nine months.”

8 Hotel Management International | www.hmi-online.com

HMI076_103_News and stats.indd 8 19/10/2018 10:23 The intelligence > Vital statistics

Vital statistics

London RevPAR growth (%) UK regions RevPAR growth (%)

140 150

120

100 100 80

60 50 40

0 0 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018F 2019F 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018F 2019F

n Nominal RevPAR (London) n Real RevPAR (London) n Nominal RevPAR (regions) n Real RevPAR (regions)

UK hotel deal volume (£ billion) Where is investor appetite coming from?

Origin of investor (% share of value, by region) Type of investor (% share of value, by type) 10.0 12% 100 100 Public sector/ non-pro t 8% 90 90 8.0 Property company/real- 80 Rest of 80 estate fund the world 4% Europe 70 70 Private equity/ 6.0 hedge North America 60 60 0% Middle Est Insurance and pension funds/ 50 50 institutional 4.0 Asia asset -4% Individual 40 UK 40 investors/ private wealth (inc. family 2.0 of ces) -8% 30 30 Hotel operators 20 20 and investors 0.0 -12% 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018F 2019F 10 10

0 0 n Loans n Portfolio n Single n Forecast RevPAR Growth (%) 2014 2018 YTD 2014 2018 YTD Source: PwC’s UK hotel forecast 2019

Movers and shakers

Ramine Behnam has Markos Tzamalis has Four Seasons as an intern been made Minor Hotels’ been named general manager at the company’s Las Vegas vice-president of for the JW Marriott Venice corporate office, and before development for Europe, Resort and Spa. The resort, taking up his role in Doha Middle East and Africa. He set on the private island Isola was general manager at the will be and operate out of delle Rose, featured on the Four Seasons Resort Koh Dubai. Behnam joins Minor 2018 Condé Nast Traveler Samui in Thailand. Mario Maxeiner. from a role as director of Gold List and was voted the Khirstie Gunn Myles IHG has appointed Mario development at Marriott world’s leading honeymoon has become Yotel’s senior Maxeiner (pictured) as International – Middle East resort at the World Travel vice-president of design and managing director Northern and Africa. Awards. Tzamalis joins JW construction, moving from Europe. Maxeiner moves from IHG has promoted Eric Marriott from a position her previous position as IHG’s his previous role as IHG’s Viale from his position as general manager at the vice-president of design and vice-president commercial as area general manager Sheraton Rhodes Resort. engineering in Asia, Middle in Greater China and will be for Portugal to become Four Seasons has made East and Africa. Based in responsible for masterminding managing director for Jeff Rednour general London, UK, Gunn Myles sustainable growth in Germany, Southern Europe, where manager of the 232-room will oversee the brand’s Austria, Switzerland, Benelux, he will be based in IHG’s Four Seasons Hotel Doha. worldwide development, Scandinavia and Poland. Paris office. Rednour started his career at design and construction.

Hotel Management International | www.hmi-online.com 9

HMI076_103_News and stats.indd 9 19/10/2018 10:24 The intelligence > STR

According to a recent study by Magma Hospitality Consulting and STR, thanks to the strong performance growth in several markets, An Spain’s hotel industry has era seen a surge in investment interest despite the political ofgrowth situation in Barcelona. pain as a whole recorded 37 (+17.4% to €77.34) in Spain, mainly Barcelona consecutive months of growth driven by a strong increase in average Despite ongoing political uncertainty, S in revenue per available room daily rate (ADR) (+14.2% to €106.79). Barcelona hotels have managed to (RevPAR) between March 2015 and Madrid is one of Europe’s top ‘short- maintain somewhat steady rates, March 2018. There have been marginal break’ destinations, and demand has with more notable declines recently. RevPAR decreases in recent months, been steadily increasing in several Following the 1 October referendum, mainly driven down by declines in markets in Asia as well as the UAE, the market’s occupancy levels dropped Barcelona – the country’s largest hotel particularly in group bookings (bookings considerably. In the first half of 2018, market (more than 60,000 rooms). of ten or more rooms at once). occupancy declined by 5.2%, while “Investment into Spain’s hotel “There is tremendous potential for ADR fell by 1.4% compared with the sector has been largely driven by strong hotels in Madrid to continue driving first half of 2017. international tourism demand, even during rate growth,” says Robin Rossmann, “While it is still too early to make the financial crisis,” says Albert Grau, managing director for STR. “Compared any sort of prediction on what will founding partner of Magma. “Increasing with other European capitals, Madrid is ultimately happen in the market, holiday tourism, as well as ‘bleisure’ still operating at a relatively inexpensive Barcelona will likely make a quick travel, has set the market up for numerous average daily rate. As demand continues recovery when the situation stabilises,” development opportunities, with several to grow, and as the market’s landscape Serrano says. “Prior to last October, operators currently working to improve continues to change with more higher- Barcelona hotels were consistently their products and services to meet this end hotel properties coming online, seeing monthly double-digit RevPAR increasing demand.”According to STR we should see rates start to rise as the growth throughout 2016 and 2017, when analysts, throughout most key Spanish market attracts a larger customer base the market was still benefitting from markets, including Madrid (more than with strong purchasing power. This, strong international demand and shifted 50,000 rooms), hotel performance remains in turn, should help the revenue and tourism demand from destinations in on a strong upward trend. Hotels in several profitability of the Spanish hotel sector Turkey and North Africa. Barcelona’s Spanish markets benefitted from a shifted continue to grow.” recent instability has stunted these demand from resort markets, such as Gran Madrid’s corporate demand continues previous growth levels, with drops in Canaria, throughout 2016 and 2017 as to rise because of a strong international occupancy driven by decreases in they struggled with security concerns.” events calendar as well as the domestic and international demand, relocation of several company mainly from the US. However, if the Madrid headquarters from Barcelona. For the market can maintain steady rates, we In 2017, Madrid experienced year end of 2018, STR forecasts ADR should see growth resumes as consumer the highest RevPAR growth growth of roughly 3% for Madrid. confidence returns to Barcelona.”

10 Hotel Management International | www.hmi-online.com

HMI076_104_STR.indd 10 19/10/2018 10:25 Zonca.indd 1 19/10/2018 11:57 Insight > EHMA Staying competitive EHMA president Hans Koch looks at the challenges of remaining relevant and competitive in a changing hotel landscape.

ust recently, the new Bürgenstock Hotels & Resort near Luzern, Hans Koch Hans Koch is president of EHMA and ofﬁ cial delegate for EHMA’s Swiss Switzerland, celebrated its grand J chapter. Throughout his 35-year career, he has worked for hotel operators opening. Invitees from across the world all around the world, ranging from Hilton International to ITC Hotels. He is participated, and they enjoyed this new also managing director of Hans E Koch Hospitality Solutions. luxury resort and its impressive historical background. There are amazing facilities feedback from other frequent travellers. Should it then amaze us when well- throughout the site, offering a versatile and They often also include individuals whose travelled guests with a high purchasing appealing range of services and stunning careers have nothing to do with tourism. power prefer to try new design hotel views across central Switzerland. CitizenM co-founder Hans Meyer, now and concepts? Where beds are just as Everybody is talking about it, so please developing Zoku in Amsterdam, is a typical comfortable and bathrooms just as check it out. example of such an entrepeneur, stretching modern? Where well-trained employees But beyond such grand luxury the definition of a traditional hotel into a have a touch of playfulness about them? properties, boutique and design hotels place where people truly engage with the And where service is easy and are a hot topic on many people’s world and the people around them. straightforward, yet flawless? lips. Newcomers are offering and The hotel industry is, and will remain, a accomplishing surprising and exciting The guest of today fascination for years to come. Welcoming accommodation projects. The media is Thanks to reviews on online platforms and guests, making them feel comfortable looking for stories, and highlights those social media, word spreads quickly when and surprising them with some ‘wow’ that make use of fresh concepts, working a new hotel with an extraordinary concept experiences is our top priority. Usually so differently to classic hotels. I am not opens its doors. Our own guests are also people – whether as guests or investors, talking about the fast-growing brands like looking for new names and concepts, and management, chefs, concierges or service Airbnb, Motel One, Ibis Styles or Moxy, for they can find them on various booking employees – love to be on stage at hotels. example. Rather, I am thinking about new platforms and websites. They don’t just The credo of our luxury hotel business must concepts that pop up in unexpected limit their search to our traditional luxury therefore be to relearn the art of enchanting locations, in the centre of historical cities, hotels. ‘Why not try something different and surprising guests. This is the only way upcoming districts, on the peripheries of for once?’ they ask, and all of a sudden, to give our guests the experience of true major international metropolitans or close instead of booking our hotel they go for care and friendship, at a level just as good to top tourist spots – hotels that offer bold newcomers in the industry. as, or even better than, the competition. original concepts, comfort to all and Sure, guests love stepping into the This is the challenge these innovative radiate the flair of a laid-back and exclusive lobbies of well-known luxury concepts pose us. straightforward atmosphere. hotels. They love to talk about the top The conclusion is to reinvent luxury. Such hotels have built a reputation of hotels they stayed in on their last visits to What does luxury mean for today’s outstanding and trendy architecture. They Paris, London and New York. Nonetheless, travellers, and what are the expected appeal to very specific target groups by a lot of hotels around the world developments for the future? The current making fantastic offerings, and are very unfortunately increasingly resemble each trends – researchers have been preaching much appreciated. These establishments other, at least in their appearance and for a few years – are real care, authenticity, are visited by young and elder presentation online. Just take a critical originality, or simply ‘less is more’. international travellers, and are scattered look at photos of lobbies, rooms and other Therefore, the theme of our upcoming across the world. facilities at five-star and luxury category EHMA Annual General Meeting in Paris People who create such new concepts hotels on the web. Try to find out what is in February 2019 will be ‘Welcome to the are usually very open to new ideas; they the real difference between your room and Future’, focusing on what is required to think outside the box, they travel a lot a room of the same category on the other stay competitive in a more aggressive and themselves, and they get inspired by side of the planet. disruptive business environment.

12 Hotel Management International | www.hmi-online.com

HMI076_105_EHMA.indd 12 19/10/2018 10:26

2 half page adverts (286x210).indd 1 (286x210).indd adverts page half 2 19/10/2018 12:05 19/10/2018

Hotel Facility Concepts.indd 3 Concepts.indd Facility Hotel 01/03/2018 09:56 01/03/2018

hotelfacilityconcepts.com

linen, services, logistics and maintenance: maintenance: and logistics services, linen,

Integrated facility management of cleaning, cleaning, of management facility Integrated

Save money without compromising quality! quality! compromising without money Save

can serve you where you need us. us. need you where you serve can

And because we have a global presence we we presence global a have we because And

needs. You only pay for the rooms you sell. sell. you rooms the for pay only You needs.

and can be arranged entirely to suit your your suit to entirely arranged be can and

Bottom Line. Bottom Our services are fully modular modular fully are services Our

to improve your Operating Leverage and and Leverage Operating your improve to

We can help you you help can We and manages all services. services. all manages and

logistics and maintenance. HFC outsources outsources HFC maintenance. and logistics

following disciplines: cleaning, linen, services, services, linen, cleaning, disciplines: following

Management. We provide services in the the in services provide We Management.

HFC is specialised in integrated hotel facility facility hotel integrated in specialised is HFC

do for you? for do

What can we we can What

Electrolux.indd 3 Electrolux.indd 15/08/2018 10:40 15/08/2018

Big interview > Kit & Tim Kemp

Kit Kemp takes the lead on all Firmdale interiors.

Adifferent

As the founders and leaderstake of Firmdale Hotels, Kit and Tim Kemp are among the industry’s most inﬂ uential boutique hoteliers. Phin Foster hears them speak about the importance of maintaining their own spheres of control, taking a personalised approach to hotel development and why it sometimes pays to do things a little differently.

perators like to extol the somewhat homogenous, monotonous model, but, accidental or not, in an virtues of uniqueness, landscape. As an increasing number of increasingly beige environment, it can O reinvention and identity ad brands compete for a decreasing amount quickly become a wonderful selling point. nauseam, but, when one looks beyond of space, genuine markers of difference Firmdale Hotels design director Kit Kemp all the talk of lifestyle-led new concepts, stand out like never before. reveals she is “scared of beige”, and, having affordable luxury and total connectivity, Counter-intuitiveness is rarely an founded the hotel group with her husband today’s hotel market can appear to be a intentional building block for a business Tim in 1985, the couple have witnessed the

14 Hotel Management International | www.hmi-online.com

HMI076_106_Big Interview.indd 14 19/10/2018 11:29 Big interview > Kit & Tim Kemp

industry around them change to such an extent since that their unwillingness to bow to the prevailing winds seems almost wilfully, joyously reactionary. In an age of private equity investment and asset-light operations, they are owner- operators of a growing portfolio. During a period dominated by conversions and rebrands, they built full-service, luxury hotels in the heart of two of global hospitality’s capital cities from the ground up. Amid a dominant emphasis on scale and scalability, the Kemps have forged a brand defined by the individuality of the properties that sit within its portfolio. Kit and Tim Kemp of Firmdale Hotels. Said portfolio now numbers ten operating hotels – eight in London also clearly a lot of collaboration,” he understand design. You're playing up to and two in New York – but the Kemps’ explains. “You don't want to be treading them all the time and that means we too influence transcends figures. In the on each other's toes.” need to be learning continuously. We playful, vibrant, colourful feel evident And they agree on everything? “Pretty spend a lot of time travelling, studying within the service and design culture of much, most of the time,” he says, smiling. other hotels, always buying, discovering each Firmdale property, one can see the One area on which they clearly speak art and artists. Staying in hotels is work of template that any number of multinational as one voice surrounds the founding a sort, I suppose, though it's good when it behemoths are currently trying to ape principles of good hospitality and the doesn't feel as such.” through the ongoing launches of new ingredients that have made Firmdale such boutique, lifestyle brands. One can make a success. Here at Hot.E, the couple stand Brand awareness a case for the couple being the most out amidst the formal business attire and Tim and Kit both agree that Firmdale is influential boutique hoteliers working in aggressive networking of a city centre a brand, though not in the sense that it the industry today. investment forum, and it is a difference is something that could be scaled up, Acknowledgement of such significance that goes beyond mere aesthetics. franchised and rolled out. They believe came in the form of the Hall of Fame Award “I've been listening to everyone else this the name ultimately stands for quality, at this year’s Hotel Investment Conference morning,” Tim begins, indicating towards even if the way that quality is articulated, Europe. It seems apt that they should jointly the conference going on around us. “So aesthetically at least, is to a large extent receive the accolade; they lead separate, but much of the focus is on the top, levels of site specific. essential components of the business and, finance and so forth, but we actually start “All our hotels are quite different and unlike so often when hearing from business at the bottom. The guest comes first; what the whole point is that if you come and partners, in conversation one senses no do they want? One of the easiest ways of stay you won't be entirely aware that it is indication of there being an ultimate leader. doing that is remembering that you’re a a brand because that building should This feels very much like a partnership of guest yourself: ‘What do I like?’ You hope speak for itself,” Kit says. “That's what we equals. Is there a boss? if you like it others will too, that people are aim to do. And it’s not just about staying “It’s somewhere in the middle,” Tim looking for similar quality, levels of service, in the hotel itself; we also do art walks, answers, demurely. value for money and all the rest of it. In the we get authors in to talk about their Kit laughs. “We do work somewhat end, it really is that simple.” books. So many guests seek engagement; autonomously,” she explains. “We have our Seeing everything through the eyes of they want to not only have leisure time, own buildings, and that gives us plenty of the guest also dictates much of Kit’s work, but also to learn.” space, but we're a bit like two old sumo in terms of interiors and a more general Like a number of lifestyle operators, wrestlers; we know when to circle each sense of what a hotel should be. “Staying however, Firmdale faces the challenge of other and when to go in for the kill.” in a hotel is a luxury, an adventure,” she maintaining this sense of personalisation explains. “You mustn't forget about all and intimacy as the portfolio grows. Work It works those interlinking areas, how to draw the has just started on the next New York site, Tim serves as chairman – “the money eye from one area to another. I feel it’s a near the city’s financial district – “It could man”, in his wife’s words – while Kit is success if guests who are not interested at be a world-beater,” according to Tim – responsible for the look and feel of the all in their surroundings suddenly want to and the chairman acknowledges that hotels, though neither works in a vacuum. know more about things. he is keen to find locations in Paris and “I think the secret is to very much have “People are so sophisticated now; Lisbon. Could there be a tipping point our spheres of control, though there is they understand about good art, they where Firmdale gets to such a size that

Hotel Management International | www.hmi-online.com 15

HMI076_106_Big Interview.indd 15 19/10/2018 11:29 Big interview > Kit & Tim Kemp

wallpaper to patchwork toys, and collaborating with classic, British brands, including Wedgwood and Wilton Carpets. “I adore fabrics, beautifully made crafts,” she says. “These are things we've always championed. We love to discover and commission very good artists and craftsmen, so much so that we soon can't afford to buy their work because they become quite famous themselves.” Such is her passion, one wonders whether Tim is allowed any input whatsoever when it comes to matters of design. “I have significant input and I'm very grateful for it,” he replies. “That's not to imply that everything I say is taken notice of, but it seems to work out alright.” The bar at Ham Yard Hotel, London, showcases the brand’s unique style.

development and management models have to make some of our own instead: Inside and out need to be overhauled? New York, Ham Yard, Soho. I guess But when discussing the boutique “I don’t think so,” he responds. “It that's how we get them. The funny sector, there is always the danger of will never be InterContinental Hotels or thing is, very often, I'm showing failing to see beyond aesthetics. While anything like that. We don't do many somebody around and they'll ask, ‘Did Kit’s interiors are certainly a defining transactions; it's one at a time, so they're you have to do much here?’ I take that feature of the brand, within the industry bespoke and not cookie cut. But we're as a compliment because there wasn't at least, Firmdale has become almost as in competition with a lot of other great anything here before.” celebrated for being an employer of brands in this space and we're at the choice across all levels of the business. bottom of the list in terms of finance, Ape escape Staff retention is incredibly high, with a so we have to take what's left over. It's The overriding factor in why these quarter of employees boasting more therefore more difficult to find good sites, new properties feel so established than five years’ service, and success in but we manage.” and lived in so quickly is the design this sphere clearly provides the couple That prompts another question about director’s unique style. Synonymous with enormous pride. expenditure and control. A number of with colourful textiles and a carefully “It starts with a smile, if you can Firmdale’s properties have been new- curated maximalist approach to interior possibly produce one in this day and build projects. All have been self- furnishings across a variety of scales, age,” Tim says of trying to be the best financed and the temptation to take Firmdale properties feel simultaneously employer he can be. “You offer lots of outside investment must be significant. grown-up and playful. It is also an training, the promise of promotion, an One wonders whether the pair might incredibly difficult approach to ape, understanding of other people's needs be convinced to enter into such an something a number of larger, cookie- and requirements – after all, we all began arrangement should it promise to cutter brands have found to their cost. at the bottom somewhere. A sharp gain them a foothold in a competitive “You look at every hotel, every space, memory therefore helps; empathy; [and] gateway city such as Paris. individually and it's always a panic at it should be fun to start a new job, to be “It could change,” Tim acknowledges. the beginning; you get butterflies in your appreciated. I've never been very good “I must say, it's a challenge coming up stomach, seeing something for the first at remembering names. We employ with the money. Then, on the other hand, time, realising the scale of the task,” she around 1,800 people and I used to know the time difference between starting explains. “But you must have that belief everyone and then, when they left, it was and finishing a project, as the building in yourself, stick to your guns. In so incredibly emotionally disturbing. Now progresses, people lose interest or things many areas, people will tell you that's I think of everyone as ‘darling’, really.” change. It’s not just you anymore. You no good, it will never work, forget it. My It sounds more natural coming from have more control this way.” message is always, come back when Tim’s mouth than that of most hotel Kit interjects, “I always say to Tim, I've finished.” group chairmen, you’d have to imagine. I wish he would buy an architectural This approach has been so successful Then again, being defined by their gem, but the problem with gems is that that Kit has become a brand in herself, differences has served the Kemps pretty they're so expensive. That means we launching an array of products, from well thus far.

16 Hotel Management International | www.hmi-online.com

HMI076_106_Big Interview.indd 16 19/10/2018 11:30 HBH34

See us at HX Booth 3137

WE SEE TIME IN THREE DIMENSIONS. Introducing the HBH34 patented triple display Bluetooth bedside clock radio from iHome and Hotel Technologies. With features including dual USB charging and courtesy AC outlet on top of cabinet, speakerphone, and Bluetooth audio, your guests will love having more time on their side to power up.

DUAL Courtesy AC USB Outlet CHARGING

For more information, contact Chris Brunt at [email protected] 888-74HOTEL, ext. 370 www.hoteltechnologies.com

© Hotel Technologies, LLC. iHome is a registered trademark of SDI Technologies, Inc. iPhone, and iPod are trademarks of Apple Inc., registered in the U.S. and other countries. Bluetooth is a registered trademark of Bluetooth SIG, Inc. All other marks are trademarks of their respective owners.

SDInew.indd 1 19/10/2018 11:52 Insight > Business management & development Bring it to A new brand identity, corporate fruition restructuring and marked n March 2018, Carlson Rezidor Hotel changes in developmental Group changed its name to Radisson strategy all mean that Elie I Hotel Group with a view to Younes, EVP and CDO of leveraging the “wide awareness of the Radisson brand name globally”. The new Radisson Hotel Group, is name, which remained under wraps until an incredibly busy man. Abi February, came as part of a comprehensive Millar meets the hotel exec rebrand, as the company embarked on to talk about a shift of focus a new five-year operating plan. back onto Europe, a renewed The rebrand answers a number of willingness to consider leases, longstanding questions surrounding what he is looking for in new where the group might be headed. The company has said it will pursue development partners, and the importance of brand purity.

18 Hotel Management International | www.hmi-online.com

HMI076_107_Radisson_LC.indd 18 19/10/2018 11:31 Insight > Business management & development

a strategy of organic growth, reinvest in its brands, and invest significantly in its online presence. Meanwhile, at least 10% of the worst-performing Radisson hotels in the US will be asked to leave the system. Elie Younes, executive vice-president and chief development officer, explains how the change in strategy has been well received by the company’s development partners. “The proof is in the pudding – we have already seen a great result in Europe, with deals now in Vienna, Oslo, Poland, Rome, Venice, Madrid, Liverpool, Prague and many more to come,” he says. “In the first six months of the

rebrand, we signed and converted Prizeotel, Hamburg-St Pauli: Younes has big plans for growing the brand internationally. ten Radisson Collection hotels, three Radisson RED and four Radisson, so At the time of the rebranding, umbrella, ranging from full-service luxury there’s a lot of appetite in the market Radisson Hotel Group outlined plans to economy-select service. These are and responsiveness towards the new to become ‘one of the top three hotel the Radisson Collection (formerly the brand architecture.” companies in the world’. Currently, as Quorvus Collection), Radisson Blu, Park the 11th largest operator in the world, Plaza, Park Inn by Radisson, Country Balancing risk the company clearly has some way Inn & Suites by Radisson, Radisson Tasked with leading the company’s to go before it makes such a jump RED, prizeotel, and of course the core expansion across the EMEA region, in scale. However, Younes points Radisson brand itself. Altogether, the Younes has had a remarkably busy few out that this statement was not company has more than 1,400 hotels in months. He describes his role as having just meant to be taken literally. operation or under development. become “a bit more exciting, a bit more “This is more an attitude that challenging and certainly more fun”. shapes our behaviour,” he says. Pursuing organic growth “We are already very strong in “We need to behave in such a way “We have distinct brands that are Europe, but we want to grow our share that, whenever an investor thinks relevant to the owners and the guests of the market here,” he says. “Radisson of a hotel company, we are one of the – that’s why we've chosen so far not to Blu is the largest upper upscale brand top three that comes to mind. If you have 30 or 40 brands like some of our in Europe, so we want to leverage look at it clinically and say it means colleagues in the industry. It becomes and exploit that to grow our other top three in terms of size, of course confusing to the guest and the owner,” brands. This has necessitated some the aim will be impossible to achieve says Younes. “In Europe, we are adjustments for our organisation, as it would need a lot of M&A, focusing on six brands with distinct so we have opened new development and right now our focus is on positioning: Radisson, Radisson offices across Europe to enable organic growth. Collection, Radisson Blu, Radisson the expansion.” “But with the recent potential RED, Park Inn by Radisson, and He adds that the company has acquisition of our group by Jin Jiang, prizeotel. Each brand has its increased its risk tolerance slightly, the scale ambition to become a top own target in our expansion plan.” moving away from its former strategy three player will also be achieved,” he To take prizeotel as an example, of pursuing risk-free business. adds, without any further comments this is a modern economy brand with “This is where the term ‘asset right’ on the subject. a high-design concept and a focus comes from – it means we take a little The goal, then, is to improve on technology. It has ten hotels in bit more risk to secure more income,” brand recognition across all its operation or under development, and he says. “It means the right partner, markets and become a name on aims to grow across Germany, Austria, the right location and the right risk- a par with Hilton or Marriott. Switzerland and the Benelux countries. return profile, so basically the right All the brands, he asserts, will be Recently, the expansion plans have balance of risk that can slightly relevant and clear to the customer. also shifted to the UK. increase your financial exposure And to him, customer means the Radisson Blu is seeking to maintain but will optimise your return on guest and the owner. Currently, there its position as Europe’s leading upper investment and bottom line.” are eight brands under the Radisson upscale brand. It is also looking to

Hotel Management International | www.hmi-online.com 19

HMI076_107_Radisson_LC.indd 19 19/10/2018 11:31 Insight > Business management & development

The Radison Blu Hotel, Bordeaux: Radison Hotel Group has plans to increase its portfolio from 188,000 to 255,000 rooms worldwide by 2022.

expand its presence across Africa, build flexibility and creativity into whether they are in Moscow or Lagos, where it has become the continent’s the way deals are structured. Hong Kong or Barcelona. fastestgrowing hotel brand. For this reason, the company “It’s someone we can do business While Radisson Hotel Group has will continue to adopt different with for a long time, during the good ambitious growth plans – it wants to types of franchising agreements and times and the bad times,” he says. increase its global portfolio from 188,000 management contracts, along with “We look for responsible, balanced to 255,000 rooms by 2022 – this will hybrid contracts between the two. and transparent relationships, and we mostly come down to honing what’s There is also a renewed willingness try to find partners who fit into that already there. As Younes explains, the to consider leases, following increased simple way of doing business. Further, company wants to focus solely on its demands from institutional investors. we prefer someone who’s focused on existing brands for the time being. In March, the company announced it the long term to a short-term player.” “We are mainly looking at organic would take on up to €400 million of growth rather than consolidation, lease risk over the next five years as Brand purity is key and it’s unlikely that we’ll launch it looks to expand in Europe (Younes Of course, the other question new brands in the immediate future,” says 30–40 European cities are being worth asking is why, in an ever he says. “Having said that, we are targeted in particular). more competitive global marketplace, expanding our existing brands in “All our transactions are responsive should investors pick Radisson some alternative lodging opportunities, to the market realities in a way that Hotel Group? For Younes, it boils such as serviced apartments.” limits our risk within the framework down to one thing – behaviour. He adds that, while the company that we set,” he says. “I am a big fan “We are approachable, pragmatic, has shifted some of its focus back to of simplification, but it takes a lot of responsive, humble and results- Europe, it does want to accelerate its expertise to engineer a transaction driven,” he says. “This is what makes growth in emerging markets – not least that has the optimal risk/return us different from other colleagues in Africa, the Middle East and some parts balance that is simple, creative the industry; it’s as simple as that. of Eastern Europe. and fit to all stakeholders.” And we also enjoy having a bit of Younes is loath to describe what the fun in what we do.” The ideal partner ‘right’ partner looks like to Radisson Hotel While a shake-up of this nature Younes describes Radisson Hotel Group, claiming that this is like trying is not without its challenges, this is Group’s business model as "wide, to describe your ideal romantic match – an exciting time for Radisson Hotel dynamic and versatile". When you you will not know what they look like Group. The next few years should are working across eight brands and until you meet them. However, there spell hard work and rewards, as the multiple markets, no single strategy are certain key traits common to all company endeavors to bring its will suffice. Rather, it is important to the company’s development partners, ambitious plans to fruition.

20 Hotel Management International | www.hmi-online.com

HMI076_107_Radisson_LC.indd 20 19/10/2018 11:32 When you’ll accept nothing less than perfection.

Take advantage of our efficient, reliable payment service. Because quality matters. six-payment-services.com

Ad-Hotel-Management-Hotellerie-216x286-Short-Copy-FINAL-INT-EN-FINAL.inddSix Payment.indd 1 1 19/10/201823.04.18 11:54 10:26 AF_Simon_100_Print_blanc_A4_EN_PRINT.pdf 1 13/10/2017 11:38

Simon 100

Keep feeling

CMY

Simply innovative

We work to simplify complexities, capture the essence of innovation and upscale the commonplace. Presenting Simon 100—our most exhilarating simplicity.

www.simon.es

Simon Sau.indd 1 19/10/2018 11:53 Company insight > Business management & development Light up hotels Hotels can now create spaces and atmospheres that can be touched, seen, heard and felt. Simon, with its innovative mechanisms, offers hotels controllable, customisable and energy- efﬁcient lighting designs that light up emotions and create connectivity.

imon, which is present in 90 countries worldwide, offers the possibility of creating spaces and S atmospheres that can be touched, seen, heard and felt. The company’s product portfolio includes a collection of mechanisms, connectivity for workplaces, indoor and outdoor lighting, control systems, security and electric vehicle charging.

Light up emotions Dressing up for June’s DecorAcción show in Madrid, the ME Reina Victoria Hotel used Simon’s light and sound settings to surprise the tourists and locals with the creation of projection mapping on its facade. Unlike other shows, people who walked through the Plaza de Santa Ana could interact with the projection by using the mechanisms of Simon – Detail 82 and Simon 100 – which were located in a number of retro- illuminated totems in the centre of the urban square. This ME Reina Victoria hotel surprised tourists and locals with an interactive showed that Simon’s mechanisms go beyond just turning the projection mapping on its facade. light on and off to create emotions and connectivity. at corporate events, among other applications. Although Controlling the light Scena is a universal system, which is compatible with other In Spain, the Madrid Marriott Auditorium hotel – the types of luminaire, Madrid Marriott uses Simon downlights largest hotel in Europe – uses the Scena lighting control with RGB strips and built-in DALI technology to allow easy system in its facilities. Simon’s lighting control system, installation and individual control of luminaires, ensuring which is designed to transform spaces into dynamic and excellent brightness and lighting throughout the space. multifunctional environments, feature in 56 event halls, Downlights 705.20 and 705.22 from SimonLed are ideal plus the common areas and the auditorium of the hotel. for creating cosy atmospheres, making any room in the In the auditorium, the Scena system controls more than building feel warmer. Consisting of a discreetly embedded 300 luminaires from a single point, either adjusting the focus, Downlight 705.20 gives a more accentuated light overall lighting or a single luminaire. in certain details. This feature, along with the substantial The Simon Scena lighting control system allows clients reduction in energy consumption and the three colour to adjust the colour and brightness settings to produce temperatures available, enables customers to create all static or dynamic lighting designs, which are tailored to the kinds of atmospheres. requirements of customers. Users can easily and intuitively Highlighting products that are displayed on shelves programme, enable and disable various settings with the is a strategy integral to any food and beverage business. Simon Sense keypads, which are located in each room. In bars and restaurants, it is very common to apply more The Simon Scena app – which is built for iOS and focal lighting to bar counters so the light enhances the Android – puts the power of light control in hotel staff attractiveness of the drinks. The strip of Simon LedStrip or guests’ hands. Any changes made in this easy-to-use 811’s flat profile and four diodes fulfils this function to app are immediately and accurately rendered in real-time provide the desired visibility. lighting conditions. At the Madrid Marriott Auditorium With such a low heat emission, it is also very flexible hotel, Simon Scena is used in the reception, bar and in creating backlight effects on materials that are more restaurant, and the common areas to adjust the lighting sensitive to high temperatures. to synchronise with a natural light cycle to be brighter during the day and softer at night.

Lighting for perfect atmospheres Further information Simon In the convention halls, Simon Scena makes colour and www.simonelectric.com brightness adjustments that match brand-identity colours

Hotel Management International | www.hmi-online.com 23

HMI076_SIMON SAU.indd 23 19/10/2018 11:19 You want to invest in a company with a healthy ROI. So do we.

With over 60 years of experience and more than 375 hotels in 43 countries on four continents, Meliá Hotels International is one of the world’s leading hospitality companies. An opportunity to invest in a company with great ROI. An opportunity to invest in a relationship that’s mutually rewarding.

30 consecutive quarters of RevPAR growth and a 5.6% increase in annual RevPAR in 2017 compared to 2016.

LET’S START SOMETHING TOGETHER When you belong, we go further

ME Dubai ME Doha Meliá Serengeti Lodge

www.meliadevelopment.com

Melia.indd 1 19/10/2018 11:46 Company insight > Business management & development Mixing business with pleasure With the growing demand for tourism that caters equally to business and leisure, Meliá Hotels International, with its vast experience and range of hotel brands, offers everything the modern traveller could want.

eliá Hotels International is one of the 20 largest hotel companies in the world; the leading hotel M company in Spain, where it was founded 63 years ago; and the third-largest European hotel chain. With almost 100,000 rooms in 380 hotels across more than 40 countries, Meliá is a mid-sized global player with a dominant position in the southern Mediterranean and the most popular Caribbean destinations, as well as the leading hotel operator in Cuba, with 38 hotels. One of the attributes that makes Meliá Hotels International unique within the industry is that it’s the only company in Innside Palma Bosque is part of Meliá’s innovative bleisure brand. the international ‘top 20’ of hotel chains that began as a resort or leisure hotel group. Born on the beaches of the beautiful island of Mallorca, its origins lie in the resort hotel industry, and it has now evolved into a global company with a balanced portfolio of urban and leisure hotels: 59% of the company’s rooms are in leisure hotels and 41% are in city hotels. This balanced distribution of rooms – with not only a powerful resort component but also a strong brand presence in major cities – and its impeccable track record as a hotel management company, led Meliá to change its corporate slogan The bar at Innside Leipzig, where guests can work or socialise. in 2018 to better define the way the company is today: ‘Leisure at heart, business in mind’. In line with the strength of Meliá in the leisure and bleisure Thanks to the excellence and rigour of its management, segments, the company has deployed a consistent brand Meliá is an expert in providing the best leisure and strategy, supporting its growth strategy and enhancing its vacation experiences for guests and in creating value for leadership in leisure hotels while consolidating its positioning its shareholders, investors and hotel owners. in major cities with bleisure hotels. Meliá has built a strong collection of brands with a clear focus on upmarket hotels The rise of ‘bleisure’ tourism targeted to diverse profiles, but not competing in the economy- Looking at the data, the fact that people are prioritising hotel segment. Each of the brands that constitute the company’s a healthier work-life balance means that a growing number portfolio is aimed at clearly defined psychographic profiles, and of business travellers are seeking personal fulfilment through they complement each other leisure experiences during their business trips. Young in order to respond to the needs of today’s diverse travellers. professionals are also increasingly able to work anywhere, ME by Meliá is a collection of hotels where design, exclusive in any context. Nearly three quarters of millennials rate attention and lifestyle combine to offer a unique experience. leisure time while on business trips as important, and baby Gran Meliá is the contemporary expression of Spanish luxury. boomers and Generation X consumers say that authentic Paradisus resorts transport guests to a holiday setting that strikes local culture is the most important aspect of their travel- a balance between a sensation of luxury and an atmosphere of purchase decisions. paradise. Meliá Hotels and Resorts stands out for its passion for The answer to this trend is ‘bleisure’ (business and leisure) service and for the personalised attention it provides to guests. hotels, which are adapted to business travellers who want to Innside by Meliá offers innovative services, impressive spaces, enjoy leisure experiences during their trip, and get to know unexpected surprises and great value for money. Finally, Sol the location and its culture. The experience and international hotels reinterpret the modern holiday experience to address leadership of Meliá in leisure hotels enables it to attract an the changing expectations of today’s leisure travellers. increasingly leisure-inspired urban market, known as the bleisure segment. The company’s outstanding bleisure brand, Innside by Meliá, brings together these qualities and Further information Meliá Hotels International is growing strongly thanks to its versatility and excellent www.melia.com response to the needs of bleisure travellers.

Hotel Management International | www.hmi-online.com 25

HMI076_Havas (Melia).indd 25 19/10/2018 11:10 Insight > Business management & development

Delegates recently convened in London for the latest Hotel Investment Conference Europe. Subjects for discussion included new growth opportunities, shifting investor proﬁ les and the need for developers and hoteliers to think more creatively. Inevitably, however, one topic loomed above all Big others. Hotel Management issues International reports.

otel conferences usually populated by investors and financial It has the makings of a comprehensive, follow a pretty predictable institutions that deals heavily in if niche, new form of bingo, and pointing H format. First, a presentation percentage points and ROIs, followed out these features is by no means from an analyst providing a generally by a roundtable of operational leaders intended as a criticism; the format optimistic message about industry liberally using terms like ‘experiential’ generally works. For the past couple of performance, tinged with an obligatory and ‘design-led’. Finally, there is an years, however, for those of us who attend note of caution. Then a panel intimate ‘fireside chat’ with an industry enough of these events to complete our leader that will, at some point in the bingo cards many times over, another conversation, turn to the subject of B-word has threatened to make the whole managing a ‘work-life balance’. undertaking a lot less fun. Since the June 2016 vote by the UK to exit the EU, it’s rare to witness any conversation take place that doesn’t soon turn to Brexit. This year’s Hotel Investment Conference Europe (Hot.E), held in late September at London’s Hilton Bankside, was the third iteration of the event since the referendum

26 Hotel Management International | www.hmi-online.com

HMI076_108_HOTe.indd 26 19/10/2018 10:30 Insight > Business management & development

result, and the final instalment prior to © Tim Hodges Photography the scheduled March 2019 denouement. Having attended all three conferences, it is noticeable that, while Brexit continues to dominate the conversation – or at least loom menacingly behind all else discussed – delegates are no nearer to reaching any kind of consensus or certainty when it comes to diagnosing what it all means. The UK, particularly London, has continued to perform robustly throughout this period, in many cases posting record occupancies, but the extent to which the Brexit deal (or lack of one) might undermine such success divides opinion.

Front and centre Left to right: Moderator Justin Salkeld of Baker McKenzie with Edwardian Hotels' Peter Anscomb, There was no escaping the subject IHG's Jon Colley and Cairn Group's Neeraj Handa at the ‘Opportunities in the UK’ panel. during a panel discussion entitled © Tim Hodges Photography ‘Opportunities in the UK’, featuring Peter Anscomb of Edwardian Hotels, IHG’s Jon Colley, Neeraj Handa of Cairn Group and PwC’s Samantha Ward. Growth is slowing, the panellists agreed, but this was more down to new supply than anything else. Yields are also down, and we are witnessing a change in the investor mix. “We’re seeing longer-term capital, more of an influx from the Middle East – Israel, interestingly – and more of an interest from Europe,” Ward observed. “Less from US, with traditional private equity funds struggling to see the level of return short term that was previously available, and Anscomb stressed the importance of investing in existing talent in the face of staf ng uncertainty. also a fall in the level of UK buyers.” Developers and hoteliers were having Whatever happens in March, Anscomb especially in London, the argument for to be more creative in the way deals insisted that it had never been more investment remains incredibly strong,” were structured and properties run, all important to invest in one’s existing talent. Anscomb commented. agreed, but opportunities were still there “Build the employees you have,” he said. for those willing to show patience and, “Value staff. Our staff facilities should not Award winners in Anscomb’s words, “think outside the be different than public facilities, and keep Intelligent investment was celebrated box”. In terms of operations, one major ahead of legal requirements. Lower-entry elsewhere through the announcement of area of uncertainty remained: staffing, jobs are the hardest ones to fill. We need to this year’s Hot.E Deal of the Year Award with the effects of a domestic talent look at incentives and training.” winners. These came in the form of Merger shortage compounded by a lack of clarity Anscomb also spoke at length about & Acquisition/Portfolio of the Year and over Brexit, and access to skilled and an intriguing project from Edwardian, Single Asset Transaction of the Year, unskilled foreign workers. currently under way in Leicester Square. awarded to the Principal Hotel Company “We’re waiting for a sensible solution; The £300-million, 350-room development portfolio sale to Covivio by Starwood which might sound a little like putting will include bars and restaurants, two Capital Group, and the €148-million sale of your head in the sand, but as an industry Odeon cinemas, a banqueting suite and Schiphol Real Estate’s Hilton Amsterdam and a country we have to see where the leisure facilities, all housed in six levels Airport Schiphol to Host Hotels & Resorts’ employees are likely to come from,” below ground – “London’s deepest hotel European joint venture respectively. said Colley. “The idea is to get people basement”. Special digging equipment Awards were followed by the interested in hospitality and then develop has had to be imported into the UK. aforementioned, obligatory fireside them through any cycle.” “When you find the right opportunity, chat, though this year’s subject marked

Hotel Management International | www.hmi-online.com 27

HMI076_108_HOTe.indd 27 19/10/2018 10:30 Insight > Business management & development

something of a departure from the industry from a more detached have any regrets? “I don’t think it’s any typical chief executive. There was a vantage point. secret that we took a long, hard look at Starwood,” he acknowledged. “But you If Brexit isn’t causing more of a ripple in the UK cannot build a strategy that’s dependent upon getting exactly what you want. I hotel investment market, it certainly should be. never believed in being big for the sake – Kenneth Hatton of being big. I wouldn’t call it a regret.” Solomons did admit that there were time when Richard Solomons had been The conversation with Geller Capital times he wished he’d acted with more one of the most powerful individuals in Partners chairman Laurence Geller decisiveness at an earlier stage in global hospitality, but, having stepped delved into Solomons’ feelings on the proceedings. “If you are sure about down as CEO of InterContinental sector as a whole, but also took time something, get on with it, but I might Hotels Group last summer, he is now to reflect upon his quarter century of have taken too long over some things, able to take a look at the state of the service at IHG. Looking back, did he mainly in the people area,” he explained. “I might have got the right people in earlier, perhaps.”

GENERAL Now in session Speed and clarity of purpose were themes MANAGERS carried into the conference’s final session: ‘View from the top: development insight’. PROGRAM Moderator Andreas Scriven of Deloitte GMP was joined on stage by Hyatt Hotels Cornell University | Ithaca, NY USA Corporation global head of development 10 days — January or June Jim Chu and Kenneth Hatton, SVP for global development at Belmond. The conversation was marked by the different interpretations of development opportunity for multi and single-brand operators, though both agreed that, in such a brand-saturated landscape, clear, discernible identity was vital. “It is about discipline for us at the top end of the tiers we compete in,” Chu said. “This is a strategy that allows us to differentiate ourselves in each segment and allows our customers to find one of our products in the cities they are travelling to. Our customers understand it, and also, importantly, our owners understand it too.” “Historically, we’re a collection of hotels, but since the creation of the Belmond brand, it has allowed us to Elevate your career through a transformational learning bring out the commonalities; not so experience with renowned faculty and industry peers at much the brand standards,” Hatton said, the world’s leading school for hospitality management! going on to explain that each property must still have its own unique identity. CONTACT US: [email protected] | +1.607.255.4919 “Then we ask, ‘how can we find other LEARN MORE: sha.cornell.edu/execed/GMPHMI places that are that special?’ We must be comfortable in saying no, so we spend a lot of time filtering through to find something that is special.” In terms of development, Chu was particularly bullish about Europe, citing record performance levels and the still significant proportion of unbranded

Cornell.indd 5 14/09/2018 14:40

28 Hotel Management International | www.hmi-online.com

HMI076_108_HOTe.indd 28 19/10/2018 10:31 Insight > Business management & development

© Tim Hodges Photography should be. To take one example, it’s obvious that there’s a need for high-quality product coming into Rome, but they just can’t get out of their way to allow developers to get on with it. [Four Seasons founder] Issy Sharp had a great line: ‘After ten years negotiating, I understood why Rome wasn’t built in a day’.” But, inevitably, all roads now lead to Brexit. On this topic, Hatton was less circumspect than a number of his predecessors on stage. “My feeling is that, among a lot of people in our industry, when it comes to UK hotel investment there’s this sense of ‘it will be alright on the night’,” he lamented. “I don’t really see where that confidence is coming from. If Brexit isn’t Andreas Scriven of Deloitte in discussion with Jim Chu, Hyatt Hotels Coorportation global head of development, and Kenneth Hatton, SVP for global development at Belmond. causing more of a ripple in the UK hotel investment market, it certainly should be. stock. “Despite the things that raise an Hatton was a little more measured, We see a lot of non-European capital still eyebrow, Europe has good performance insisting that, even on the continent, one coming in, but either they share that feeling, metrics,” he said. “Yes, it’s expensive needed to take things on a market-by- or they know something we don’t.” to get deals done, but there is a lot market basis. “Each is so specific as to The truth is that we still know very little. of interest. Maybe it is time that is why development will grow or not grow,” It will be interesting to see how much the issue, to get things done in an he said. “There are certain markets that are more informed we are when delegates expeditious, efficient time span.” absolutely critical for us, where we simply reconvene in London in 12 months’ time.

What can we do for you?

HFC is specialised in integrated hotel facility Management. We provide services in the following disciplines: cleaning, linen, services, logistics and maintenance. HFC outsources and manages all services. We can help you to improve your Operating Leverage and Bottom Line. Our services are fully modular and can be arranged entirely to suit your needs. You only pay for the rooms you sell. And because we have a global presence we can serve you where you need us.

Save money without compromising quality!

Integrated facility management of cleaning, linen, services, logistics and maintenance: hotelfacilityconcepts.com

Hotel Facility Concepts.indd 3 01/03/2018 09:56

Hotel Management International | www.hmi-online.com 29

HMI076_108_HOTe.indd 29 19/10/2018 10:31 Insight > Security The age of consent The European General Data Protection Regulation (GDPR) compliance deadline has passed, requiring every hotel in the world to have guidelines in place that protect EU residents’ personally identiﬁ able information against security breaches. Six months down the line, however, reports are coming through of some operators managing the scale of these demands better than others. Robert Holland, chief technology adviser to the British Hospitality Association, and GDPR expert Nick Crawford discuss the challenges with Patrick Kingsland.

ailure to comply with GDPR throughout the industry. In July, the world’s the international hospitality sector. The requirements is a major security largest operator, Marriott International, was most notable concerned Hilton, which F risk. Anecdotal evidence of forced to request extensions to the one- was slapped with a $700,000 fine in companies, inundated with correspondence month response period. November for two incidents dating back about their use of personal information, The commitment to getting GDPR right to 2015, in which the company was having difficulty keeping up with the is understandable. 2017 saw two high- hacked and lost the credit card details volume of requests, has been seen profile data breaches come to light within of 350,000 customers.

30 Hotel Management International | www.hmi-online.com

HMI076_115_Security (GDPR).indd 30 19/10/2018 10:50 Insight > Security

Hyatt, too, reported that it had suffered a second security breach in the space of a year regarding payment card information. Barring a couple of headlines in the trade press, the revelations over Hilton and Hyatt were hardly earth-shattering. The breaches appear to have done little to damage financial performance either, with both groups reporting year-on-year increases in RevPAR during the fourth quarter. Yet, following the implementation of GDPR in May, the implications have become significantly more serious should operators fall victim to data violation. The legislation marks the most significant overhaul of European privacy laws since the bloc was first established, requiring Despite the harsh penalties in place for those who fail to comply with GDPR, many hoteliers remain any company anywhere in the world confused over how best to adhere to the new legislation. in possession of data belonging to EU citizens to exercise the utmost risk being fined up to 4% of their annual those that are not really worried about it transparency in how it collects, stores turnover for any reported data breaches. at all and see it as all a bit Y2K.” and processes it. GDPR also includes a Financial punishment aside, Holland A large part of Crawford’s remit ‘right to be forgotten’ subclause, in which suggests that the implications of GDPR at Travelodge was helping the group consumers can ask for copies of their data from a brand perspective could be even prepare for the May deadline. Great to be deleted, if they so wish. more damaging. efforts were made to ensure compliance, “GDPR is, in essence, ensuring that “The reputational damage that may he says, with the group adopting a we only retain data that is essential to ensue after a breach could mean that business division-based approach. providing our services, and that we are your guests no longer wish to share their “We divided the workload into fully aware about how we are collecting details with your hotel – not such a departments – meaning you’ve got and storing this data,” says Robert problem not knowing about those pillows, different stewards for marketing, customer Holland, chief technology adviser to the but definitely a problem if you do not service, sales, IT and law,” he explains. British Hospitality Association. have the credit card details in order to “Each of those areas had an owner, and “While hotels have had to comply with charge a deposit or no-show fee.” part of their role was actually helping with payment-card industry data security the audit and process tracking. standards [PCI DSS) for some time Are you ready? “So by listing all of those processes now, tokenisation is likely to become a But how prepared are operators when it in terms of priority, you can start to necessary standard, ensuring that credit comes to getting their houses in order understand how well those processes card details are not stored in a way that ahead of GDPR? According to Holland, are working or not, and how compliant their data may be breached.” “Hoteliers are still confused with regard they are. We also asked lots of Data, so long viewed as a great to what is consent.” For Nick Crawford, questions. What’s the legal basis on opportunity for hoteliers, is now also who served as head of eCRM at which we will be operating GDPR? Is looked upon as a threat. Travelodge during the transition period it consent? Is it a legitimate business “We have long held extensive profiles into GDPR, some operators are paying interest? Is it contractual?” on guests who have visited our hotels or more heed to the legislation than others. eaten in our restaurants,” explains Holland. “It’s pretty much divided into three In or out “Some of this is relevant to ensuring that camps,” he explains. “You’ve got your What should be clarified is that GDPR does the guest has an enjoyable stay, such as businesses that have been working not require explicit ‘opt-in’ consent if knowing which pillow they prefer, if they on GDPR for a while, and see it as an personal data is used to help the hotel have a particular room preference or if they opportunity to run some hygiene checks provide the service it is obliged to deliver have made a previous complaint. and internal process improvement. to the data subject – the guest – as part of “But we now need to decide whether it “Then there are those that know a valid contract. However, if a hotel then is important that we record, say, the name that they need to do something, but it takes that data and uses it for a specific of their pet and whether this is really feels like a bit of a mountain to climb. additional purpose, such as remarketing, necessary to deliver our service standards.” Many of them only started looking at then it requires explicit consent. The penalties for failuring to comply GDPR after Christmas, in terms of their “The hotel should, of course, ensure with GDPR are unprecedented. Operators communications. In the third camp are that the personal data is not retained

Hotel Management International | www.hmi-online.com 31

HMI076_115_Security (GDPR).indd 31 19/10/2018 10:51 Insight > Security

beyond the period required to deliver the streams they have to maintain and look service, so once the guest has checked after across numerous sites and areas,” Six ways GDPR affects out, then the personal data should be says Crawford. the hospitality trade purged,” says Holland. “Travelodge, for example, has more 1. Getting consent from your For Holland, the operators that have than 530 hotels. So, in terms of real estate, customers: every person who visits your hotel’s website needs best prepared themselves for GDPR all that’s a number of centres of operation to know the exact ways in which have one thing in common: they all which amplifies any situation for it. As a their personal data will be used established new data protection officer business, you need to ask yourself what in the future. That is why such an (DPO) roles within their organisation. data you have, why you are holding it, explanation needs to be included in the “terms of service” section “The DPO could be an IT manager or a where it is coming from, and how you are of your website. financial controller, for example,” he says. using it. That, in itself, is a major task for 2. Data access: your customers “The DPO can then fully understand any business.” need to know who will have how data is collected and stored. Some Even six months down the line, access to their personal data. In addition, when this data is no insurers will offer secure data storage Crawford accepts that many operators longer needed, it needs to be as part of their cover to minimise claims “aren’t going to be 100% GDPR- deleted from the system. over breaches in data security. The DPO compliant”. There is also “no wrong or 3. The accuracy of the data: all should then set out a code of conduct for right way, necessarily”, when it comes personal data needs to be up to the hotel and its staff that defines how to implementing guidelines. date at all times and updated on a regular basis. this data is controlled, who has access to “The one thing I would say is that an 4. Data accountability: your it and how long they plan to keep it.” approach based around risk mitigation hotel is fully responsible for using According to a recent report by PwC, will always serve you well,” he says. GDPR-compliant tools. hotel companies have fallen behind in “Due to the wide-ranging auditing of 5. Data portability: every customer needs to be allowed to ask for you payment card industry compliance. So all those data processes that’s required, to provide them with a readable while there may still be some confusion it’s a tall order for some operators to be format that will include all the around the complexities of GDPR, it could completely ready for GDPR. personal data they have previously ultimately serve as the much-needed shot “But what they can do is have a shared with your business. 6. Data minimisation: your in the arm when it comes to making the priority-based approach in place, which website needs to gather only right improvements in the areas of looks at which data areas are most the minimum amount of an consumer data and payment privacy. likely to lead to a complaint, financial individual’s personal data needed “One of the biggest challenges for risk or brand damage. They need to be to make arrangements. operators is the sheer number of data tackled first.” Source: mycloud Hospitality

GDPR could serve as an opportunity to implement long overdue reform in the areas of consumer data and payment privacy.

32 Hotel Management International | www.hmi-online.com

HMI076_115_Security (GDPR).indd 32 19/10/2018 10:52 Insight > Technology

The PAI AR Park app brings PAI hotel rooms to life, transforming pillows into uffy clouds.

Reality

Augmentedcheck reality platforms have emerged as new marketing and operational tools in recent years, allowing hotels to preview and enhance their pre-existing selling points, and possibly offer whole new ones. But to what extent do these tools lean more towards gimmickry than utility, and what might the next generation of AR and VR solutions provide in terms of added value? Tim Gunn assesses how hotels can best augment their approaches.

n the summer of 2016, hoteliers attract the coveted creatures and the It has been more than two years worldwide glimpsed a way of consumers trying to catch them. Those since Pokémon Go blasted AR into the I capturing a new generation of businesses lucky enough to have a mainstream. Its success is yet to be customers. Everywhere they looked, community hub like a ‘Pokéstop’ or a replicated, but the technology continues smartphone-wielding explorers were ‘Gym’ on-site or nearby highlighted the to advance. Apple, Google and Facebook searching for creatures only visible fact in their marketing. Others aligned are all investing in their products’ AR on screens. themselves with one of the game’s capabilities, and the generation so The world was playing Pokémon Go, three teams and offered special deals to enthralled by Pokémon Go is becoming a an augmented reality (AR) game that players. Most eye-catchingly, Marriott serious target for hotels. If AR is ever going used smartphone cameras and GPS International partnered with Expedia to to become something more than a game or technology to place beloved fictional fly the US’s first Pokémon Master around gimmick, that time is fast approaching. monsters in real-world locations. But the world in search of the three region- more than that, millions of players were specific monsters that he couldn’t catch Digital décor moving away from their couches and at home. At the craze’s peak in July 2016, Simply put, AR technology superimposes generating location-specific content. one study showed that almost one in ten computer-generated images on real-world In response, hotels began renting ‘lures’ US hotels were engaging with customers objects. The experience of using it is from the game’s developers in order to online about Pokémon Go. halfway between virtual reality (VR), which

Hotel Management International | www.hmi-online.com 33

HMI076_116_AR VR.indd 33 19/10/2018 11:36 Insight > Technology

completely replaces our view of the AR is more of a novelty than a revolution,” sky. The app is more whimsical than physical world with a computer-generated he says. functional, but there’s a clear insight to be one, and the world as it appears to us PAI (π) hotels, a subsidiary of China’s drawn from PAI’s emphasis on it: AR can in day-to-day life. Moreover, while VR Plateno Group, would not necessarily make budget hotel experiences far more technology requires a bulky headset, or at disagree, but it still sees AR-integrated interesting and shareable. least some way of attaching a screen to design as a vital part of its brand identity. Similarly, charges of novelty for novelty’s a face, AR is simple enough to be almost Launched in 2015, the PAI brand now sake have not slowed the growth of inescapable: many Facebook and Snapchat operates over 280 budget hotels and targets Whitbread’s AR-enriched ‘hub by Premier photo filters rely on it. In fact, one of young people by focusing on creating Inn’ concept in the UK. Along with a host of Deloitte’s Digital Predictions for 2018 was personalised experiences. The Plateno other high-tech features, each Premier Inn that over a billion smartphone users will Group debuted the PAI AR Park app at its hub hotel room includes a wall map that, have created AR content at least once by second-ever ‘fashion show’ in Guangzhou, when viewed throughthe hub app, the end of the year. China, in December 2016. Like the idea becomes a sophisticated city guide. The Deloitte was even more confident in of hosting a hotel fashion show, the app first hub was opened in Covent Garden in forecasting the impact AR technology emphasises individual style and the December 2014, and there are already ten could have on the travel and hospitality importance of creating ‘social spaces that such hotels in city centre locations across industries. According to its report, reflect internal emotions’ to appeal to its London and Edinburgh, with another seven “AR-enhanced tours and consumer- target demographic. It works by bringing in the pipeline. The hub hotels have been so generated content will change the way PAI hotel decorations to life on guests’ successful that Whitbread is aiming to open that we experience tourist destinations.” smartphones. Through the smartphone a similar number of Premier Inn and hub Still, Professor Dimitrios Buhalis, head of camera, PAI paper cups become cartoon by Premier Inn bedrooms in the 2018/19 Bournemouth University’s eTourism lab, lips, snouts and beaks, and pillows appear financial year. urges caution. “In the hotel industry itself, to be fluffy clouds floating in a bright blue Of course, a hotel does not succeed or fail on account of having AR maps on its walls, but Whitbread’s focus on smartphone integration is an innovation with a real impact. On the surface, it offers a money-saving twist on the hotel concierge that comes with its own wow-factor. Perhaps more importantly, however, it makes wall space functional, which is more than a neat trick when the average Premier Inn hub hotel room is a little over half the size of a suite in a traditional Premier Inn (11.4m² rather than 21.3m²). In effect, one of the room’s most exciting selling points neither requires a screen nor takes up Every hub by Premier Inn room includes an interactive wall map, which becomes a sophisticated city any floor space; it is stored on customers' guide when viewed through the hotel's smartphone app. smartphones. Hub and PAI rooms are both bigger on the inside – as long as guests download the right apps.

Luxury developments Budget hotels are not the only ones to have started leveraging AR technology. Luxury locations that lack neither space nor visual interest can also entice guests through their smartphone screens. In 2015, The Mansion at Casa Madrona, the opulent centrepiece of a luxury spa hotel near San Francisco, California, began using AR as a key tool to ‘enhance the guest experience’ and increase revenue ‘through vcommerce versus the more traditional ecommerce’. As part of the resort’s AR initiative, PAI has used AR to make budget hotel experiences more interesting, whimsical and shareable. prospective guests could request an

34 Hotel Management International | www.hmi-online.com

HMI076_116_AR VR.indd 34 19/10/2018 11:37 Insight > Technology

Many hotels were quick to sieze the opportunities provided by Pokémon Go's explosion of popularity in the summer of 2016, demonstrating the range of potential bene ts AR could provide the industry if used effeciently.

AR-enhanced brochure and use more powerful AR development kits that and covetable objects that have yet to crack their smartphone to translate two- completely avoid many of the bugs that the consumer market, there’s plenty of dimensional floor plans into three- plagued earlier AR programs. Facebook, room for hotels to win guests and attention dimensional models that appeared meanwhile, has begun to include AR by devising packages around them and the to sit on top of the paper. After event adverts in its news feed and messenger, experiences they make possible. bookings, the same technology, and can now use ‘target tracking’ According to Buhalis, hotels are a perfect developed by AR specialists Augment, technology to make movie posters come to match for VR technology. He gives the allowed Casa Madrona to deliver life when viewed through a smartphone example of a bride-to-be “‘teleporting’ to personalised sneak peeks of suites in camera. Impressively, Marriott International a Marriott resort in Hawaii to preview and The Mansion kitted out for weddings, experimented with something similar with perfect her wedding”. It is a compelling birthdays and anniversaries. Guests an advert in Wired magazine in 2013, which vision, but in order to achieve it, Marriott’s could even post AR-enabled ‘postcards’ became a video when viewed through a marketers have actually pivoted back to social media. particular app. towards AR. Marriott Caribbean & Latin As marketable as all this might sound, America Resorts’ Portal to Paradise app The Mansion at Casa Madrona has Portals to paradise tempts consumers with the chance “to not kept up its focus on AR. Users of As Pokémon Go demonstrated, Marriott ‘visit’ eight beautiful resorts in some of the Augment’s app can still grab their has developed a knack for adapting to region’s most sought-after locations” by phones and tour the property, complete different realities. As far back as 2014, opening a digital portal directly in front with its computer-generated guest its phone booth-like VR ‘teleporter’ was of them. Since it does not require any trapped eternally on the phone in the causing a media stir by giving customers technology beyond the ubiquitous master bedroom, and a lively, mimed in select locations the opportunity to trial smartphone, the free app is perfectly suited conversation on the deck overlooking the virtual holidays. A year later, it made a to developing what Alex Fiz, regional vice- harbour, but it no longer links to a live version of the same experience more president of sales and marketing at Marriott, page on the Casa Madrona website. It is widely available by placing $900 Samsung calls a “daydreaming experience” into a a tantalising, but not particularly high- VR headsets in select suites. It may seem specific plan for a Marriott holiday. fidelity, experience. Still, this was almost contradictory to offer guests As Marriott International has clearly developed in 2015, and Buhalis believes holidays from their holidays, but a notable realised, the level of comfort and that even Pokémon Go, released a year 51% of those who used the headsets said familiarity that almost all consumers have later, came out before smartphone AR the VR experience made them more likely with AR technology simply as a result of technology was able to properly handle it. to stay at Marriott properties in future. using their phones is what makes it such As such, it is worth taking a look at what Like PAI and Premier Inn, Marriott a powerful marketing tool. The hotels that has changed since. Apple and Google, the has found that sometimes one person’s can make it feel like a natural extension of two leaders for smartphone technology, gimmick is another’s life enhancement. their brands are those that can gain the have both released newer and considerably Since high-quality VR headsets are exciting most from using it.

Hotel Management International | www.hmi-online.com 35

HMI076_116_AR VR.indd 35 19/10/2018 11:37 Company insight > Technology More than welcome The digital future is already with us, and hotels need to embrace it to stay ahead. Joe Rabah, managing director EMEA at RMG Networks, explains the ways innovations such as augmented reality and artiﬁcial intelligence are transforming the industry.

he hotel industry is changing, as digitalisation in aviation, travel and tourism is expected to migrate T around $100 billion of value from traditional players to new competitors. If hospitality brands are to stay relevant and competitive they must offer not just great hospitality – but an experience too. Brands such as Marriot and Hilton are launching specifically tech-focused rooms, with smart speakers capable of ordering hotel services from verbal instructions being just one of the projected amenities. Many guests are likely to prefer this, for privacy, convenience and entertainment – the fully connected hotel stay is set to take over traditional practices.

Hotels embrace new technology to enhance guest experience. Enhancing authentic visitor experiences with augmented reality (AR) Keeping in the loop with inimitable mobile AR allows digital information to be presented in phone technology immersive forms within the environment, so rather than Mobile phone communication and embedded or presenting an entirely new and often fictional context, complementary technology, such as NFC and RFID beacons it simply enhances and deepens what the customer can stitch together the entire communication journey and is already experiencing – it quite literally, and perceptibly, create an interactive bridge between displays, bots, adds value. organisations, data, information and the audience. One way in which the hotel sector is enhancing the A brand app powered by RMG Networks’ KorbytGO customer experience is through immersive AR wayfinding, can provide real-time performance statistics and relevant which helps guests easily navigate their way through the information to employees around the globe, as well as city they are in as well as within the hotel building itself, allowing displays to interact with clients, and relay relevant and even offers a fun and useful experience. information instantly.

Pushing personalisation to its limits Connecting the dots with powerful content with artificial intelligence (AI) management systems (CMSs) AI comes in many forms and can transform the client Creating a seamless journey across time and space, and across journey drastically. The companies making the very best visual platforms and devices is crucial to elevating customer use of AI tend to be those providing genuinely omnichannel and employee experiences engagement levels. Managing services, whereby their AI devices ‘learn’ from information the visualisation of the relevant data and content and about each customer, gleaned from various channels visual applications needs to be as smooth, efficient and systems at different times and adjusts services and automated as possible across all visual end points. to exponentially improve the experience accordingly. That is why CMSs should lie at the heart of every hospitality For example, a customer booking a hotel stay via business’s strategy. The best hospitality CMS will keep their online account can be greeted by name when a virtual employees and consumers informed, providing data-driven receptionist installed in the hotel reception ‘recognises’ insights and content to create superior engagement. them. Interactive bot concierges – such as ‘Rose’ of the A great CMS has the ability to enhance and gamify immersive Cosmopolitan in Las Vegas – are one method of digital hospitality applications so they make a lasting impact on engagement which is becoming more widely used. visitors and clients. RMG Networks’ Korbyt is the industry’s Alternatively, information collected from various streams best-in-class CMS, powering up exceptional visual such as online, telephone contact or previous visits, as well communication applications for hospitality. as contextual and external information and events can be cleverly used by bots and displays to provide a genuinely customised experience for each client, Further information RMG Networks providing accurate information, services and advice www.rmgnetworks.com on demand.

36 Hotel Management International | www.hmi-online.com

HMI076_RMG Networks.indd 36 19/10/2018 11:19 GOING BEYOND THE WELCOME Transformational hospitality digital signage solutions for a wide range of applications.

• Immersive Wayfinding • Dynamic Menu Boards • Virtual AI Receptionist • Augmented Reality Experiences • Interactive Virtual Assistants • Digitised Multi-Media Hotel Rooms • Next Generation Business Centres • Digital Posters & Billboards

RMG’s revolutionary The mobile Next generation displays cloud-based and communications and bringing your message hyper-intuitive content employee go-to hub to life in any setting or management system. powered up by Korbyt. environment.

www.korbyt.com www.korbytgo.com maximise.solutions

CONTACT OUR EXPERTS TO FIND OUT MORE

Tel: +44-330-808-1960 Web: rmgnetworks.com Email: [email protected]

RMG.indd 1 19/10/2018 11:50 Company insight > Technology Leading well-being resort The Grand Resort Bad Ragaz in Switzerland is Europe’s leading well-being and medical healthcare resort. Daniel J Müller, chief ﬁnancial ofﬁcer, gives some insights into the philosophy of the resort, the increasing role and complexity of payment, and how SIX Payment Services ensures seamless integration of payment functionality into the company’s operations.

Can you tell us more about the Grand Resort Bad Ragaz? Daniel J Müller: One of our key points of distinction is that we do not belong to a hotel group. The Grand Resort Bad Ragaz consists of four different hotels in five styles with a combined total of 273 rooms and seven restaurants. Additionally, we opened a family spa in Bad Ragaz on 1 May, which further follows the three-generation principle of the hotel, whereby we welcome grandparents, parents and children. The Grand Resort Bad Ragaz is distinguished by the Ragaz thermal water, which has been used SIX Payment Services ensures seamless integration of payment into the Grand for health treatments within the spa for over 175 years. The thermal Resort Bad Ragaz’s landscape. water, which remains at a comfortable 36.5°C, fills all the pools at the resort, and is actively used by our doctors and therapists for preferred payment method, and ensure that the payment function patients and guests, and is also available to our visitors as drinking is as seamless as possible. Some guests prefer to pay during water at our restaurants. More than half of our guests are from checkout at reception, while others want to pay in advance Switzerland, followed by visitors from Germany, the UK, Russia, from their room via a smartphone or a tablet. Around 50% of our Ukraine and the Middle East. turnover is paid via credit cards. As a hotel, we appreciate the so-called pre-authorisation function, which is the option of booking What are the most important aspects for you and blocking an amount on the guest’s credit card on arrival. about a payment service provider? It is very important for us that the payment service provider can How important is dynamic currency conversion consult and support us holistically within the payment process: (DCC) to you? from the integration of the point-of-sale (POS) terminals, the actual DCC is an easy way to offer our guests the choice to pay in payment by the customer, up to the automated booking in the their home currency, which is greatly appreciated by guests accounting operations. from abroad. DCC is not only appealing to our guests, but we also benefit from every transaction. Which payment solution has been used in your resort? How important are online reservations and We are currently using more than 45 mobile and integrated POS online payments? terminals, which operate throughout the whole resort, including Online processes are becoming increasingly important to us card acceptance for all international payment cards. Additionally, and are being used by our guests more frequently. Online we have an online shop for hotel reservations, restaurant bookings, capabilities mean that it is state of the art to book and pay for gift voucher sales and reservations for treatments. the fitness course online – directly and conveniently from your hotel bed or from home. Why did you choose SIX Payment Services? SIX Payment Services, with its experience and expertise in the What are the biggest payment challenges hospitality sector, is able to support us throughout the entire and how has SIX Payment Services helped you? payment process and provides us with the latest state-of-the-art The seamless technical integration of the payment solution into software and hardware, which ensures that we are always up our broad company’s system landscape is always going to be a to date with the latest developments in payments. challenge. However, SIX Payment Services, with its competence and experience in the market, is able to advise us and ensures What role does the ‘payment’ function play? that the increasing payment card industry requirements are met. Payment as such is becoming more complex within the hotel. Our aim is to make sure that our guests can concentrate on enjoying their stay and spend as little time as possible on the payment Further information SIX Payment Services process. As a hotel with a diverse range of facilities, we must be www.six-payment-services.com able to offer our customers, both national and international, their

38 Hotel Management International | www.hmi-online.com

HMI076_SIX Payments.indd 38 19/10/2018 11:20 When two heads are etter than one.

A successful business runs on a combination of passion and flexibility. This is why an efficient payment service that you can rely on at all times is essential. It leaves your hands free to concentrate on more important matters: your business. Because quality matters. six-payment-services.com

Six NEW.indd 1 19/10/2018 11:55 HotelManagementAd.pdf 1 07/09/2018 09:57:28

ALLURE

CMJ

EASY and this When it’s this COMFORTABLE you’re ensuring that every space feels like HOME

DISTECH CONTROLS Connecting people with intelligent building solutions for better health, better spaces, better efficiencies. www.distech-controls.com

Copyright :The Bluetooth® word mark and logos are registered trademarks owned by Bluetooth SIG, Inc. and any use of such marks by Distech Controls is under license.

Distech.indd 1 19/10/2018 11:43 Company insight > Technology Enhancing guest experience The latest technology by Distech Controls features an exciting easy-to-use device that puts the power of control in the hands of hotel guests. Enhancing guest experience while boosting energy and operational efﬁciencies, Allure UNITOUCH presents hotels with a path to success.

Allure UNITOUCH gives users the opportunity to monitor and control the room’s environmental conditions with the touch of a button.

irst impressions count, especially in a hotel. Greener hotels From stepping into the lobby to walking through Although guests’ comfort and well-being are becoming F the corridors and entering a bedroom, guests increasingly important issues, energy efficiency still remains are evaluating the ambience of the hotel, its look and, high on the agenda for hoteliers; and these two elements can most importantly, how comfortable and welcoming it is. be interlinked. The building’s management system can play an important With Allure UNITOUCH, users will see an innovative ECO-Vue role in improving environmental conditions for hotel guests, leaf pattern on the interface, which shows energy consumption as well as reducing the operating and maintenance costs for in real time to promote energy-conscious behaviours. As more hotel owners and operators. leaves appear, greater energy efficiency is being achieved, while Part of improving the well-being and comfort of guests is fewer leaves will encourage the user to take corrective actions placing control in their hands, giving them the opportunity to optimise the system’s environmental performance. to change the temperature, air conditioning, and even the lighting within a space to suit their own preferences and Increased operational efficiencies maintain a comfortable environment. Using room-control devices, such as Allure UNITOUCH, also give hotel owners and operators a vast amount of data about Allure UNITOUCH the building. It can monitor and analyse occupancy data, It is important to provide a high-quality user interface that allowing settings to be changed and updated whenever an enables guests to understand what the current conditions occupant is in the space. Different environmental settings can are and how to adjust them, whether it is wall mounted or also be configured for bedrooms, meeting rooms and lobby controlled via an app on their smartphone. Distech Controls, areas. The data can also be analysed to understand which for example, has just launched the new Allure UNITOUCH, rooms are being occupied, in order to streamline cleaning an easy-to-operate device that can be accessed and rotas or ensure the right amount of breakfast is prepared operated with a high-resolution 3.5in capacitive touch based on the number of guests. This all adds up, increasing screen or wirelessly from a smartphone using Bluetooth. operational efficiencies as well as cost savings for a hotel. Users can view and adjust environmental settings to meet Great guest experience is vital to the success of a hotel. their requirements; this includes fine-tuning the temperature The building management system has always been an and fan-speed settings, as well as controlling the light levels important element when it comes to monitoring and and adjusting the sunblinds. Everything can be done via this controlling operational and environmental conditions one-user interface, making it extremely simple for guests within a hotel, but it also has the ability to help guests to navigate. feel more comfortable during their stay. This type of device is more than a room controller: it is a revolutionary way of interacting with a space. Working in conjunction with the new my PERSONIFY mobile app, Further information Distech Controls it provides users with higher level of control through the www.distech-controls.com touch of a button.

Hotel Management International | www.hmi-online.com 41

HMI076_Distech.indd 41 19/10/2018 11:09 Company insight > Technology Creating luxury experiences A premium hotel experience demands an innovative, tailor-made and smart television. LG’s Pro:Centric Direct television content management allows guests to experience personalised and interactive content, while their OLED televisions push the boundaries of viewing experience.

remium hotels have always been a source of inspiration for the latest trends in ambitious P lifestyle and design; now they also show the best of modern technology. Innovative and exciting technology is as much a sign of distinction in the hospitality industry as fine materials, top facilities and exceptional services. As guests become increasingly knowledgeable and accustomed to technological excellence, hotels must be at the forefront to offer an experience that will be considered truly luxurious.

A groundbreaking screen technology LG’s OLED Wallpaper TV is an outstanding example of this, reflecting luxury through technological invention and boasting a design with immediate impact. Slimmer than High-end hotels appreciate the beautiful aesthetic of LG televisions. a painting and mounted directly on the wall, it refines the of design, this wall-mounted screen, with its thin depth concept of a television to its purest element – a window and almost weightless design, allows the television to be into another world. OLED is one of LG’s technological a standout feature. jewels, giving the market a new vision on what a screen OLED televisions are equipped with self-lighting can do. technology, with no backlight units; when the pixels The aesthetics of the OLED screen make it an ideal are off, there is no parasitic light in the background and choice for high-end hotels. Although televisions have the picture is totally black. The self-lighting pixels create not always been attractive items from the point of view greater contrast between light and dark, and represent

LG has a range of televisions designed speci cally for the hospitality industry, which have a vast array of features that are bene cial to hotels.

42 Hotel Management International | www.hmi-online.com

HMI076_LG.indd 42 19/10/2018 11:17 Company insight > Technology

gradations in colour with unprecedented fidelity. LG’s OLED is known for its black level and infinite contrast; the units display vivid colours and give incomparable picture quality. OLED screens also have an extremely fast response time, meaning the fast-moving, highly detailed picture created by high-definition resolution is displayed without any delay. The screen can also be seen accurately from a wide viewing angle, meaning it is possible to watch from multiple locations in the hotel room. This technology has the potential to lead the market for years to come. The technology used for the first television screens, the cathode ray tube, dominated the market for decades before being replaced by plasma screens, LCD and later LED. LG believes that OLED will remain in place as the market-leading solution LG’s OLED range is ultra-light, slim and offers stunning picture quality. for a significant amount of time. However, LG’s current offerings are not the last word for this technology, as Televisions in all the hotel rooms can be managed the company focuses on innovation; developments will externally, eliminating the need to spend time and include advancements in bezel dimension and maximum resources going from room to room. Through Pro:Centric curvature radius. it is possible to edit channel labels and set the start The premium offer in the hospitality industry stretches volume level, as well as the brightness and colour of the throughout the hotel. It’s expected that not only will display. A key lock blocks the remote menu key, stopping rooms offer televisions of the highest grade, but also that guests from altering the televisions settings. Remote hotels themselves are employing innovative technological management also means that software can be installed solutions to give guests the best possible service. and updated remotely. The need to offer the best possible service is the way Pro:Centric Direct enables the hotel room television of thinking behind LG’s holistic hospitality television to take guest experience to a new level, allowing guests solutions, which meets the guests’ experience and the and hotel management to interact with each other. needs of hoteliers. Messages can be sent to specific rooms via the server, LG offers hotels televisions specifically designed for providing information on promotions and available the hospitality industry – commercial-grade televisions facilities, as well as information such as menu options. – which differ significantly from consumer televisions. For guests, the server creates a seamless and easy way LG’s hospitality televisions can be connected with to communicate their needs via its interactive solution, management systems, allowing volume and channel including one-click services on the television. This makes settings to be set externally, and for hotel-specific it possible for guests to book an appointment at the spa, welcome screens to be created. request more towels, order room service, see their invoice, and, at the end of their stay, check out – all via the LG Personalised and interactive contents Hotel television. LG’s hotel television management systems – Pro:Centric Smart, Pro:Centric Value and Pro:Centric A hospitality solution Direct – are particularly important tools for the hospitality Combining groundbreaking screen technology, and industry. Pro:Centric Direct allows Internet Protocol (IP) the system management tools to impress guests and and coax (RF) network-based remote management, which contribute to the smooth running of a hotel, LG provides means that televisions can offer guests a personalised holistic television solutions designed to appeal to the experience. Channels can be managed by grade and group hotel industry on numerous levels. LG will continue to tailor them to the needs of the guest. This means that creating and refining solutions for the hospitality industry; an individual business traveller can get information on a seen by consumers as an industry leader, quality, design, hotel’s conference facilities, while a family could see details price and innovation are of the highest importance to of childcare and children’s films. LG Electronics. Pro:Centric Direct’s easily editable templates make it possible to create television welcome screens that reflect the hotel’s specific branding and design, play Further information marketing videos, and advertise hotel facilities and LG www.lg.com/b2b services. The units can even be updated to greet the [email protected] guest by name.

Hotel Management International | www.hmi-online.com 43

HMI076_LG.indd 43 19/10/2018 11:18 Regional focus > Portugal Ports of Lisbon and Porto have experienced unprecedentedcall hotel growth over the past decade. But how much longer can it last? Greg Noone talks to Gustavo Castro, the head of Colliers International’s office in Porto, and Jorge Rebelo de Almeida, the managing director of Portuguese hotel group Vila Galé, to find out more.

he Ascensor da Bica struggles backwater city. That year saw the started to include Porto in their up the Calçada de Bica Grande opening of Lisbon Metro, after which European routes, and soon enough, T like a weary carthorse. Inside the number of passengers stepping tourists started to arrive at a fast pace.” the yellow tram are tourists – some aboard these cramped yellow cans The lure of flight prices in the Germans, but mostly British – packed began to ebb. double digits soon began to boost together like a tin of Lisbon’s famous Tourists, however, can be found the capital’s prospects. “Lisbon always sardines. If they reach out of the clinging onto the hanging straps had a terrific appeal,” says Castro. windows for a photograph, they’ll be of the trams in plentiful numbers, A rise in tourist numbers followed able to see the grand view of the city’s disregarding guidebook warnings on a little after Porto’s boom. harbour receding in the distance, and about pickpockets. The past decade “People started to combine Porto and above them apartment buildings, painted has seen an explosion in tourists Lisbon, which drove Lisbon upwards. the colours of summer. The paint is across Portugal, with growth at its Suddenly, the capital was driving peeling though, and there’s little room most pronounced in Lisbon and the tourists on its own.” to turn around and grab a photograph. country’s second city, Porto. According It helped that Lisbon was in easy Lisbon’s tram network was founded to Gustavo Castro, an analyst at reach of more conventional holiday in 1873, when the carriages were Colliers, the reason is simple. destinations at the time: the Algarve, actually pulled along by horses. It was “I will tell you that in Porto, it started where hotel growth in Portugal designed for a city in decline. By the more or less 15 years ago,” says Castro. was traditionally time the tram network reached its “Growth was essentially driven by low- concentrated, greatest extent in 1959, Lisbon was a cost carriers, especially Ryanair. They as well as

The Vila Galé Nautico, in the Algarve town of Portimao.

44 Hotel Management International | www.hmi-online.com

HMI076_109_Portugal.indd 44 19/10/2018 11:34 Regional focus > Portugal

the former royal mountain retreat of Sintra and the beaches of Cascais. As the country’s largest city, says Castro, it also benefitted from having “more carriers and more flight routes”, which naturally brought more people. According to a Collier’s report on hotel growth in Lisbon and Porto in 2017, passenger traffic increased by 22.3 and 18.5%, respectively. Local hotels benefitted enormously, and property prices began to climb precipitously as the Portuguese economy – in the doldrums until 2013 – recovered. According to PwC, that growth is going to continue, with Porto alone set to experience a 10% rise in RevPAR against Lisbon’s 7%. This is in spite of the palpable lack of space in both cities, which are built on steep coastal inclines. “In not too long, any unoccupied building The Hotel Vila Gale Marina, in the popular area of Vilamoura, which is known for its large harbour, golden beaches and fantastic golf courses – the quintessential Algarve resort. became a potential hotel,” Castro explains of the boom. “This drove people who, market. Founded over 30 years tourism perspective, creating this new a few years ago, wanted to sell their ago, growth has been steady and, offer is a way of attracting our visitors to buildings at almost any price, but now according to Rebelo, largely self-funded. new destinations and letting tourists get were standing on their buildings and In recent years, as property prices in to know more than just Lisbon, Porto and asking for the Moon.” Lisbon and Porto have skyrocketed, the Algarve.” Vila Galé has been prudent in balancing State of the interior its commitment to the valuable Rent-a-city Not all hotel growth in Portugal has been urban market and expanding into Back in the cities, however, tourists confined to its two largest cities. In Elvas, Portugal’s interior. are still arriving in greater numbers, a two and a half hour drive from Lisbon, “We keep the ambition of having a notwithstanding the lack of new-build the Convento de São Paulo sits red-roofed boutique hotel, along the lines of Vila hotels. Other signs of strain have also and squat between the Avenue 14 de Galé’s Collection Palacio dos Arcos, in emerged. In March 2018, Bloomberg Janeiro and the town’s 16th-century the historic centre,” explains Rebelo, in reported on a growing shortage of walls. Once stuffed with chanting nuns, reference to Lisbon. “We have analysed hospitality workers across Portugal. But the building has now been converted several options, but either they are not according to Rebelo, this is not as serious into a hotel and conference space by large enough to have the number of as it might seem. “We have not been Portuguese operator Vila Galé, as part of rooms that fit our strategy or their prices much affected,” he says, citing Vila Galé’s the nationwide ‘Revive’ project. It’s just are very high.” investment in professional training and the latest in a long line of initiatives by Not that opportunities in some of career development incentives. the Portuguese Government to restore the more well-trodden areas of the country “It’s an ongoing struggle for the hotel and revitalise some of the country’s are completely absent. Vila Galé already business, because workers are never oldest structures, many of which have has nine properties in the Algarve, and enough,” says Castro. It’s almost long since fallen into disrepair. recently opened a new hotel on Porto’s impossible, he adds, to attain the right “We are attentive to the programme, riverside district. Even so, the interior number of workers, simply because and we are keeping pace with the launch beckons, on the one hand as a place where occupancy fluctuates. “It doesn’t strike of new tenders,” says Rebelo. “We will the operator can balance its portfolio, and me that there is a shortage. I’m really restore the former São Paulo Convent, on the other – according to Rebelo – as not sure if that is a relevant issue. Well, it which had been abandoned for years somewhere it can leverage the totality of probably will be if unemployment keeps and even burned twice. It does not make Portugal, for the benefit of the world. going down.” sense to have such a rich heritage in “We actually see opportunities there,” That is a very real possibility. This our cities, in the historical centres, and he explains. “There are certainly risks summer, Portugal’s experienced its not care for them nor give them a more involved, as those are less-obvious lowest-ever unemployment rate, a proud dignified and economically viable use.” destinations where demand is not as moment for a country that only six years Vila Galé is one of the major success great as it is on the coastline. But these ago had to formally request a bailout stories of the Portuguese hospitality regions have much to offer. “From the package from the IMF and the EU. Since

Hotel Management International | www.hmi-online.com 45

HMI076_109_Portugal.indd 45 19/10/2018 11:34 Regional focus > Portugal

The Vila Galé Clube de Campo, set among the charming, rustic beauty of Beja, an inland municipality in the Alentejo region.

then, Portugal’s economy has snapped entire home. Moreover, out of all The appearance of regional operators back to health, to a degree that has professional hosts, 72% owned more is more pronounced in Porto, where prompted some to ask whether things than one property, all of which is Vila Galé operates the largest hotel, are getting too good to be true. suggestive of a hollowing out of the while Grupo Hotusa – headquartered It’s certainly a pertinent question Portuguese capital’s already lucrative in Barcelona – is busy increasing its for the hotel market. Despite the lack rentals market. room portfolio. of physical space to grow in Portugal’s Even so, the analyst questions how main cities, plenty of new deals are sustainable the boom – for hotels and Preparing for the lows being signed, with 25 new hotels and holiday rentals – actually is. Airbnb, for Nevertheless, there are grounds 2,400 extra rooms expected to be added one, is facing action from local legislators for international operators to remain next year, according to PwC. “Just last seeking to impose a quarantine zone for optimistic. Capacity is increasing, month it was publicised that perhaps new rentals in Lisbon. “I’d say that is a albeit slowly, while the innate appeal of the biggest deal, as far as value per major shift,” says Castro, although, “it’s Portugal as a destination remains high: room was concerned, was accomplished not a definitive stance yet.” the cost of flights and living are low; in Porto: more than €400,000, which Tourism also has its existential and even with present constraints, is a very relevant value in Portugal,” benefits. The vitality of this market this seems set to place the country’s says Castro. is seen by many Portuguese as a sign hospitality market in a good position in that the country is now far removed from the long term. Trading on natural charm the dark days of economic privation it “Those who have worked in this The problem, of course, remains experienced just five years ago. “Tourism business for 30 years know that there ascertaining whether this is as much was an important factor in overcoming are ups and downs, and one should be down to the innate demand that that recession,” says Castro. “So there’s prepared for the not-so-good years,” Portugal commands as a destination still a sense of appreciation.” says Rebelo, citing signs that the current as it is the lack of space in Lisbon Whether or not international operators boom period in Portuguese tourism will and Porto. One metric suggests it can easily reap the benefits in the begin to taper off in the next few years. is the former that continues to form medium-term is hard to say. Although “We have to do our homework. That the bedrock of hospitality growth in Marriott operates Lisbon’s largest is, we have to know how to maintain the country: the rise in the number of hotel, and Meliã and Accor seem our assets and quality, invest in the holiday rentals in both cities. set to increase their presence in the qualification of human resources, in According to market data firm Airdna, capital, smaller players, like SanaHotels, innovation, and in an excellent and there are over 16,079 active rentals in VipHotels and Turim, also maintain professional service.” That, at least, will Lisbon alone, 74% of which comprise an a significant hold over the market. keep the tourists on Lisbon’s trams.

46 Hotel Management International | www.hmi-online.com

HMI076_109_Portugal.indd 46 19/10/2018 11:35 Insight > Food & beverage Simple genius Hide was one of the most keenly awaited restaurant openings of the year, and its blend of ﬁne dining with a relaxed atmosphere is just what star chef Ollie Dabbous intended. However, in order to realise his vision, getting the kitchen design right was a fundamental element. Jim Banks speaks to him and Ed Bircham, an associate member of the Foodservice Consultants Society International, about bringing to life a chef-led vision of simplicity, serenity and style.

hen Ollie Dabbous opened It turned out to be just that. Partnering it’s breakfast, lunch, afternoon tea his eponymous first restaurant with Hedonism Wines and its director, or dinner. W in 2012, he quickly became Yevgeny Chichvarkin, Dabbous chose to Hide is driven by the passion for a star of the London culinary scene. It was renovate a three-storey site at 85 Piccadilly, food that Dabbous has shown throughout one of the city’s busiest restaurants and overlooking Green Park, to create a new his career, and with the extensive earned him a Michelin star, so when he fine-dining venue called Hide. Set over refurbishment of the site that was closed it in 2017 to move on to something three floors, each with its own unique style required, he was given the chance to new, it was sure to be an innovative and of dining, the restaurant offers a beautiful create a bespoke kitchen that would allow ambitious project. and relaxed setting for fine dining, whether passionate chefs to put their hearts into every dish. “The owner had very defined views of how the restaurant would be set up, and wanted quirky charm with a lot of attention to detail,” says Ed Bircham, associate member of the Foodservice Consultants Society International

The stunning spiral staircase that runs down the centre of Hide.

Hotel Management International | www.hmi-online.com 47

HMI076_114_Michael Caines.indd 47 19/10/2018 10:48 Insight > Food & beverage

and director of consultancy Humble Arnold Associates, who translated the initial design into an efficient and user-friendly kitchen. “When I first met Ollie, it was on a dusty site that had been part-progressed to a previous design, but he had his own very clear ideas from the beginning. It needed great synergy with the layout of the spaces. There were great details in his sketches and it was a privilege to work alongside him because he understands the challenges of a site like this, especially in London. His approach is one of simplicity,

using just the right ingredients to create The light, simple, airy interior of Hide above: it's menu re ects these qualities. the best design,” he adds. Through a collaborative process based on a mutual understanding of what chefs and diners need from a kitchen, Bircham and Dabbous took a simple sketch and helped to create the perfect solution for the kitchen. “We started out with a drawing I made on a sheet of A4 paper with nothing to scale,” says Dabbous. “I gave it to Ed, who put it in CAD and added all of the standards and specs. The kitchen was pretty close to my original brief. Ed and Humble Arnold Associates were very detailed in their A champagne trolley full of bottles from Hedonism Wines, which partnered with Dabbous on the project. approach, and I never felt they would miss anything. I had not worked with Ed before, showcase this. Hide Above is a light-filled is made in-house, from charcuterie and but I could tell straight away that he got dining room that offers diners tranquil bread to jams and juices. the idiosyncrasies of a chef. I had a clear views over Green Park. This is reflected in Hide Below is the basement bar, for idea of what I wanted, and he trusted me. a menu that is light, elegant and pure. Hide those who like classic and contemporary I know what I need to do my job.” Ground is simple but sophisticated – the cocktails, rare spirits and fine wines. There beating heart of the restaurant. Serving are also separate private dining rooms – Three floors of wonders breakfast, lunch, afternoon tea and dinner, the Broken Room, the Shadow Room and Each part of Hide has its own unique it has an extensive à la carte menu full of the Reading Room, which are located in purpose, and the kitchen facilities need to seasonal food. As far as possible, everything subterranean vaults, serving up to six

The two Hide restaurants at 85 Picadilly, Mayfair. Beneath ground is Hide Below, a late-night bar serving cocktails and ne wines.

48 Hotel Management International | www.hmi-online.com

HMI076_114_Michael Caines.indd 48 19/10/2018 10:55 Insight > Food & beverage

people with food from Hide Ground. The and Adande all feature in the final worktops are also slightly higher because Hide and Seek Room, on the mezzanine, design. Dabbous wanted simple cooking I don’t want people to get backache. offers private dining for up to 20 people, equipment and chose everything on its “So much kit has changed since serving dishes from Hide Above. functional merits, rather than the brand. I opened Dabbous, and I had less To serve all of these areas, Hide has a “For the main kitchen downstairs, pressure on the budget this time, so I main production kitchen and storage area I wanted it to be pleasant to work in, got equipment that would last, based in the basement to support the ground floor so climate was very important,” says on quality and capacity. What is good for restaurant. There is also a front-of-house Dabbous. “I want people to stay here. the kitchen is good for the restaurant, and bakery on the ground floor, with a solid-fuel- I don’t want a transient workforce in the happy chefs produce better food. There burning oven. The mezzanine level, which kitchen, so I wanted the conditions to be were some limits on what we could do, was made by removing much of the first as good as possible. That affected things particularly in terms of space, but this is floor, has a kitchen for fine dining run by the like the distance between the stove and a new kitchen designed by a chef who sous chef. It is partly hidden behind glazing, the workstations because I didn’t want will be in it, and we were trying to keep which is frosted apart from a central band people to have to take an extra step. The it uncluttered. It is easy to have a kitchen that allows diners to see the production area. There is also a small but self- contained breakfast kitchen, which has been deliberately segregated so it doesn’t interfere with chefs getting ready for lunch. “The idea was to share the mezzanine plate mate kitchen with diners sensitively and mise & place solutions discreetly, without being a brash open kitchen,” says Bircham. “All credit to the interior designers for achieving that. The biggest challenge in all the kitchens was the spatial constraints and the service infrastructure, which is true of any project in London. You need to optimise the space.” “The kitchen is based on the menu,” says Dabbous. “You have to think about the food offering and the numbers first, then you have to consider all of the pre- existing factors that you need to work around. One floor is open all day, while the other floors are just lunch and dinner, so you have a lot of food coming through the kitchen. On a busy day, we have 450 covers. The first thought was to simplify the organisation and make it more methodical. For a restaurant in London, you have to be efficient and use every centimetre of space while still maximising storage.” www.platemate.com The necessity of ergonomics The need for efficiency in the kitchen resulted in some interesting tweaks to PLATE-MATE® the standard design features. For instance, • Maximises vertical space under-counter handwash basins were installed to maximise worktop space. • Maximises speed & efficiency Dabbous and Bircham also worked with • Reduces labour costs specialist manufacturers who understood that storage space is more important • Comes in a large variety of models than ease of installation. Morrone The most helpful products in the food service industry. cooking suites, Rational combi ovens, and refrigeration solutions from Foster

HMEW15_Plate-Mate.inddHorena.indd 5 1 27/03/201822/12/2014 10:11 12:43 Hotel Management International | www.hmi-online.com 49

HMI076_114_Michael Caines.indd 49 19/10/2018 10:55 Insight > Food & beverage

that is over-engineered. I’ve never been one for getting designer kit. I don’t care what the label is on the equipment, as long as it does what I need it to do,” he adds.

Being open to the best ideas The choice of equipment for the kitchens was based, in part, on the knowledge brought to the table by Bircham and Dabbous, but they also have a desire to learn more. Factory visits and design trips to explore new possibilities were a key part of the process, during which the two developed a strong bond. “I didn’t know Ollie before this project The ground- oor restaurant is open all day, and was designed to re ect its hearth-like nature. but he has been very respectful of our advice,” says Bircham. “He embraced Dabbous agrees, “You need someone has worked how we wanted it to. Ed our experience in order to optimise like Ed. You need a consultant on board did an absolutely fantastic job.” his kitchen. We didn’t dictate to Ollie, who knows how to facilitate everything. Proof of the successful design process but we made introductions for him. He has worked with more kit than is easy to find. Hide was probably the It was a real collaboration, and it was really I have because I only know what I’ve most anticipated London restaurant enjoyable. He wanted to keep it as simple used as an employee in other restaurants. opening of 2018, and it has quickly as possible, and he is delighted with the Ed could give me options. We flew to become the hottest ticket in town. design and the workflow. As consultants, factories, spoke to engineers and through we have to deliver solutions for the people it all there was a high level of attention The article first appeared in FCSI's who work in these spaces for many years, to detail. It has paid off – since we opened, Foodservice Consultant, Q3 2018.

so we need to support their vision.” we have been very busy and the kitchen www.fcsi.org

Electrolux.indd 3 15/08/2018 10:40 50 Hotel Management International | www.hmi-online.com

HMI076_114_Michael Caines.indd 50 19/10/2018 10:56 Company insight > Food & beverage The case for convergence Contemporary hospitality is changing. Hoteliers now face a more demanding clientele who are increasingly looking for interesting food and drink experiences. Mark Gordon, brand director at Sleep + Eat, explains how the event can help the industry tackle this new challenge.

ot very long ago, everything knew its place. Food and beverage (F&B) services in hotels N existed mainly to serve breakfast, often in cavernous dining rooms, which sat empty for the rest of the day. Meanwhile, restaurants were changing the face of high streets, and pubs were becoming ‘gastro’ in order to capture a wider clientele. Eating and drinking out became an experience at the time when people were choosing to spend their money on experiences rather than on possessions. However, while the high street buzzed, most hotel restaurants remained stubbornly quiet. This is now changing.

Adapt to changes Hotels are realising the advantages of leasing their restaurant operations to specialist third parties or well- known restaurant brands, which are finding respite from high-street pressures by locating inside hotels. There is evidence that a popular F&B offering can leverage room rate, as well as provide a neighbourhood destination for staying guests. In our 21st-century culture, which blurs the lines between business and leisure, and in a world where people are endlessly travelling through time zones, the demands from Sleep + Eat is expanding its interactive offering to include Eat Sets, guests are not only to eat and drink what suits them at all times which are additional installations based on restaurant and bar spaces. of day and evening but also to have genuine, ethical and local experiences. Helping to fulfil these demands are consultants, staples of the Sleep event that have kept them coming designers, operators and investors, who are merging the year after year. These include a Sleep conference where benchmarks and trends of one sector or a part of the world emerging ideas and success stories are shared; round with another to create new hybrids for socialising, working, tables providing opportunity for informal conversations networking and relaxing over food and drink. between funders, operators, developers and designers; Hence the rationale this year for Sleep – Europe’s leading 150 high-quality exhibitors, from long-term Sleep devotees event for hotel design and development – becomes Sleep + Eat. to newcomers, many of whom choose Sleep to launch Mark Gordon, brand director at Sleep + Eat, explains, “There new collections; and the much-lauded Sleep Sets, which can be no denying that for many hotels, their food and beverage are created afresh each year by design firms from around component has become more of a challenge and an opportunity the world, provoking thought and stimulating innovation. than ever before. If they are going to do it well and make it The ‘new’ comes in equally enticing forms. The event financially successful, it has to be an experience – food, drink, has moved to the National Hall in Olympia, providing service and environment – that appeals to staying guests and more space for additional installations and features. These the local community alike. A lot of convergence has gone on: will include Eat Sets; disrupting conventional ideas about hotel bars that appear to be stand-alone, high-street restaurants restaurant, cafe and nightclub design; and the inaugural Eat chain in hotels, restaurant brands becoming hotel brands, and Conference, which will feature speakers who are shaping top-class restaurants opening a few bedrooms upstairs. So, the restaurant and bar experience around the world. we decided it was time to nudge Sleep into a more holistic Sleep + Eat will be open from 10am to 8:30pm on Tuesday 20 reflection of contemporary hospitality.” November and from 10am to 6pm on Wednesday 21 November.

Something recognisable and new The emphasis is on evolution, not revolution. With a theme of Further information Sleep + Eat ‘Recognisable and New’, regular visitors who attend the show www.sleepandeatevent.com from across the UK, Europe and farther afield will find all the

Hotel Management International | www.hmi-online.com 51

HMI076_UBM.indd 51 19/10/2018 11:21 LeHotel Cordon Management Bleu.indd International 1 Advert_outlines.indd 1 28/08/201819/10/2018 9:15 11:46 am Company insight > Food & beverage Cultivating culinary arts Hotel restaurants are under pressure like never before, having to compete with other luxury hotels as well as with free-standing eateries. Top Le Cordon Bleu chefs Emil Minev and Eric Briffard explain how its teaching and consulting services can help the sector stay up to speed.

ounded in Paris in 1895, Le Cordon Bleu is today considered the largest network of culinary and hospitality F schools in the world, with more than 35 institutes in 20 countries and 20,000 students from over 100 nationalities. Its brand name is internationally renowned, and one that encapsulates the highest professional standards in the food and beverage (F&B) segment of the hotel market.

Learn from the best According to Emil Minev and Eric Briffard, culinary arts directors at the London and Paris institutes respectively, the secret to its success is its relationship with key stakeholders in the industry. Coming from ve-star hotels and Michelin-star restaurants, Le Cordon Bleu’s chefs are dedicated to teaching students fundamental culinary techniques. The constant communication between the school and leading global establishments in the culinary market enable Le Cordon and have higher expectations as to what luxury outlets should Bleu to remain at the forefront of the industry and meet its deliver. In order to train the next generation of F&B managers standards and demands. “Our teaching is done by professional and hospitality executives, Le Cordon Bleu offers an array of chefs, who have had several years of professional experience at the professional programmes ranging from culinary arts and wine highest level,” says Briffard – two-Michelin-star former executive diplomas to bachelor and master degrees in partnership chef at the Four Seasons Hotel George V in Paris. with leading universities, such as Paris-Dauphine University Passing knowledge down to the next generation is an and Birkbeck, University of London. essential part of every chef’s job. According to Minev, former executive chef at the five-star Shangri-La hotel in London, there Stay up to date while preserving authenticity is no greater satisfaction than seeing younger F&B professionals Minev states that Le Cordon Bleu regularly reviews its progressing and developing under his supervision. Le Cordon programmes to ensure that they still reflect trends in the Bleu’s prestigious role as a trainer also strengthens its role as industry and match its demands. He cites the introduction an adviser on the latest developments in the segment.“In the of new programmes at Le Cordon Bleu, such as its Diploma in digital age, information is moving fast and the standards of the Culinary Management, as evidence of how the institution still hotel industry are shifting like the rest of the world,” Briffard says. connects the culinary arts with today’s topical F&B concerns. “In order to meet the expectations of our sector, training must The course covers, among other things, how to deal with digital not be static. Therefore, we invite leading chefs and professionals marketing, including social media, sales and financial matters. in the hotel segment to regularly perform demonstrations Meanwhile, his colleague Briffard explains that this evolution and conferences for our students at Le Cordon Bleu.” still includes a thorough grounding in the fundamentals of When modern hotel restaurants have to compete not only with traditional approaches to cooking. He thinks it is essential to those of other luxury hotels, but also with free-standing eateries, preserve local and regional food diversity, and thus the pleasure Le Cordon Bleu’s courses come into their own for many related that travellers feel when discovering authentic local cuisines. businesses. According to Minev and Briffard, many enterprises The gastronomical heritage engrained in the regions stimulates now face a clientele who are more vocal about what they want the pulse and senses of a traveller. This is why, Briffard adds, it is important that hotel brands change their customer offerings city Le Cordon Bleu offers professional by city. “Fashionable and modern culinary concepts can become wine and beverage training. quickly outdated and shift quite regularly,” he says. “Today’s clientele is curious for new experiences, very volatile and always moving about. But ultimately, these trends always come back to the basics, such as how to identify quality products, how to eat well and where to go to enjoy the local cuisine.”

Further information Le Cordon Bleu www.cordonbleu.edu

Hotel Management International | www.hmi-online.com 53

HMI076_Le Cordon Bleu.indd 53 19/10/2018 11:16 Special report > Female representation Acatalyst for change Although hotel companies have no problem attracting women, they are failing to provide the necessary support for them to progress to senior positions. Elly Earls meets Women in Hospitality 2020 chair Tea Colaianni; Marriott International’s president and managing director for Europe, Amy McPherson; Whitbread CEO Alison Brittain; and IHG’s VP for global talent, Louise Byrne, to ﬁnd out what steps are being put in place to correct the balance.

ts diverse customer base combined alongside various industry players to executive directors and group HR with the fact that women are achieve 33% female board representation directors, as well as executive search I estimated to make more than 80% in hospitality by 2020, found that firms and millennials entering the world of travel decisions should make gender although the sector has no problem of hospitality, also identified several equality at the highest levels of leadership attracting women, who make up 60 to barriers to women’s progression. a no-brainer for the hospitality industry. 70% of female graduates from hospitality These include male chairmen and chief Research has shown time and again that management programmes, they are executives hiring in their own likeness, businesses with more women at board failing to progress to senior management unconscious bias in recruitment level perform better, not just financially positions. Only 26% of senior decisions and the sector’s poor record in but also with regard to innovation, management in hospitality is female, a managing the talent pipeline, resulting in problem solving and team engagement. figure that drops to 20% when HR roles a smaller female talent pool. And yet, research carried out by PwC are excluded. “The single biggest issue and the one for the Women in Hospitality, Travel and The review, which involved interviews that needs our greatest attention is that Leisure 2020 Review, which is working with over 100 chairmen, CEOs, non- of the pipeline of female executives,” says Whitbread CEO Alison Brittain. “Without a healthy flow, there is no hope of getting more senior female executives onto the boards and executive teams of UK businesses. “The issue is not a scarcity of talented, qualified women, but rather that they fall back either because it becomes too culturally or practically difficult to progress, or they are overlooked when it comes to appointing senior executive roles.” Tea Colaianni, who led the review, is chair of the Women In Hospitality 2020 (WiH2020) working group. She agrees that the dearth of women in senior positions is a

54 Hotel Management International | www.hmi-online.com

HMI076_110_Female.indd 54 19/10/2018 10:33 Special report > Female representation

symptom of the industry’s inability to promote women from within. “Most of the organisations we looked at as part of the research have between 60–70% representation across the whole workforce so we don’t have any issues attracting women. Where we do have an issue is that when talented women get to the stage in their life where they need to take a break – whether that’s for maternity leave, to look after an elderly parent or something else – we really struggle to get them to return to work for us,” she says. And although she acknowledges that much of this is perhaps “benign discrimination”, it still creates a mindset where decisions are being made for – instead of by – the women in hospitality organisations. “For some women, yes, their priorities will have shifted, but it won’t be the case for everybody,” she says. “So let’s not make the decision for them – let’s give everybody the same opportunities. “This is a major obstacle and if we’re able to crack the issue of allowing flexibility when women need it, and then helping them to come back and support them, I think we will be able to crack a significant obstacle to women progressing through our organisations. Clockwise from top left: Whitbread CEO Alison Brittain, Tea Colaianni of WiH2020, There needs to be a shake-up and a IHG's Louise Byrne and Amy McPherson of change in mindset. It is happening but Marriott International. it’s not happening everywhere.”

Leading from the top The single biggest issue and the one that Marriott, which was the first hospitality needs our greatest attention is that of the company to establish a formal diversity pipeline of female executives. and inclusion programme nearly 30 years ago, is decidedly ahead of the – Alison Brittain curve, with eight women leading Marriott International divisions with the development of a diverse Amy McPherson, president and revenue greater than $100 million, leadership pipeline for its hotels. managing director for Europe, says it’s four women on its board of directors The company’s commitment to crucial that diversity initiatives are led and an overall split of 50-50 on supporting women extends to its from the top. the company’s executive C-suite communities, owners and supply chain “Marriott’s Global Diversity and leadership team. too. In 2017, Marriott spent $352 million Inclusion Council is led by the president Over 20 years ago, the company with over 3,500 women-owned and CEO, Arne Sorenson, and comprised also established its Committee for businesses globally and also works with of all continent presidents and other Excellence, which pledges to support long-term partners such as Women’s Marriott global officers who also sit on and value diversity as part of its Business Enterprise National Council the Committee for Excellence,” she says. corporate culture, and has resulted and WEConnect International to support “The council’s purpose is to advance in the creation of several leadership and engage with women-owned Marriott’s commitment to inclusion accelerator programmes focusing on businesses around the world. around the world and ensure the

Hotel Management International | www.hmi-online.com 55

HMI076_110_Female.indd 55 19/10/2018 10:33 Special report > Female representation

integration of our diversity and inclusion Louise Byrne, vice-president of global search out advancement opportunities initiatives across all aspects of our global talent at IHG, agrees. Since she joined in the past, technology now enables business strategy.” the company in 2012, the percentage of information to be accessible to all, For Colaianni, there’s no other way. females in senior leadership positions aiding inclusion efforts.” “Unless there is real leadership, and has leapt from 17% to over 40%, but she At present, Marriott is optimising all ownership and accountability at the knows there is still work to be done. of its HR systems in order to remove any most senior level in the organisation, and “We have engaged with Accenture to unconscious bias during the recruitment it starts and stops with the CEO, you scratch beneath the surface of why we process – an approach IHG will also be won't carry out the shift and won't really have fewer women in GM roles and investing in next year – as well as using be able to move the dial,” she stresses. women transitioning from director to VP its dedicated social media channels and “I would advocate against diversity level,” she says. “They are doing focus careers platforms to ensure that there being a project for the HR department. groups and one-to-ones to help us is a constant emphasis on promoting It needs to be treated like a critical understand the real and perceived diversity and inclusion. business issue like any other issue, barriers to inform us about what we “A great example of this is our new with specific targets and metrics, need to do differently. Something about Marriott Careers Chatbot – a mobile and accountability.” having that real diagnostic is key.” friendly careers concierge that uses artificial intelligence to better target the job search experience, and tell the We look at and monitor our statistics and story of Marriott and its rich culture to progression; but if you set a target, that’s a external communities,” McPherson says. limit and why have a limit? Work together – Louise Byrne Key for Colaianni is that the buck doesn’t stop with individual organisations, a Diagnose the problem Meanwhile, at Whitbread, diversity has sentiment IHG CEO Keith Barr echoed While establishing mentorship been built into the company’s performance at a recent meeting with the WiH2020 programmes like IHG’s RISE initiative, management schemes, setting targets and team. “He said this isn’t an issue where which is designed to inspire female incentivising against them. we need to compete with each other; it’s leaders to ‘lean in’ to GM roles, and “I tend to think about targets in a simple an issue where we need to collaborate, women’s networks like Whitbread’s business context,” says Brittain. “In my pool our resources and learn from each Women at Whitbread, are important experience, rarely, if ever, do we agree to other,” she says. steps to take, they won’t be enough on implement something that is strategically There’s also a lot to be learned from their own, Colaianni advises. important in our business without setting beyond the hospitality sector. Two “It’s not just by sending people on a an objective, and then measuring and initiatives Byrne sees as particularly training programme that you change the monitoring our progress towards that goal. innovative are Aviva’s group-wide culture,” she says. “You have to go much Targets, internal or external, hard or soft, commitment to offer men and women deeper and look internally at what you are a great tool to focus people’s minds equal parental leave and Lloyds Bank can do better.” and get things done.” making flexible working the rule rather Colaianni cites Travelodge as an Although, believes Byrne, there is than the exception; employees must opt excellent example. “They've put together something to be said for a ‘nudge theory’ out rather than opt in. focus groups with people from different approach too. “Our goal at the moment Colaianni hopes the WiH2020 initiative parts of the organisation and they've is simply to have more – we’re not will be a good way to encourage the asked the questions, what are we good setting a target because we think it industry to work together and learn from at and what are we less good at in drives the wrong behaviour,” she says. each other. Not only has the team put terms of diversity? Because sometimes “We look at and monitor our statistics together a number of work streams, companies just don't know. and progression; but if you set a target, including performance metrics and “Everybody knows that they don’t that’s a limit and why have a limit?” mentoring, which hotel group HR have enough women at the top but they directors are already coming together to don't know what internal barriers are Technological solutions address, they’ve also created a charter, preventing women from progressing Technology is an important tool in which commits organisations to putting within a specific organisation. Doing the battle to promote greater gender in place internal diversity and inclusion that diagnostic piece around the diversity, according to McPherson. initiatives, and collaborating with other organisation about what's good, what's “The great thing about it is that it companies in the industry to tackle less good and what's really bad that aids transparency and promotes the barriers to diversity. “We want it to be a needs to be stopped can only be a sharing of information,” she says. catalyst for change, a catalyst for action,” good thing.” “Where women may have had to she anticipates.

56 Hotel Management International | www.hmi-online.com

HMI076_110_Female.indd 56 19/10/2018 10:34 EquipHotel.indd 1 19/10/2018 11:45 DISCOVER INDEPENDENCE The most powerful of their kind: the battery-operated dry vacuum cleaners

Enjoy new-found independence! Thanks to extremely powerful batteries and maximum cleaning performance, the BV 5/1 Bp backpack, T 9/1 Bp dry and HV 1/1 Bp handheld vacuum cleaners guarantee outstanding mobility battery and unlimited elds of application. www.kaercher.com technology

Alfred Karcher.indd 1 19/10/2018 11:39 Insight > Operations Hitting newheights There was a time when the airport hotel was a straightforward concept: a property focused on short-stay business guests looking for nothing more than the basics. But over the past few years, a number of operators have sought to draw in travellers through selling points beyond mere convenience. What should a 21st-century airport hotel look to achieve? Abi Millar asks David Marr, SVP and global head of full service brands at Hilton, citizenM CMO Robin Chadha and Yotel CEO Hubert Viriot.

rom the standpoint of the average hotels in this segment are utilitarian at best. at Hilton, explains, guest expectations traveller, there can be few phrases Offering nothing more than the basics with are rising. “For many years, travellers F more depressing than ‘airport uninspiring design and amenities, such as overlooked and underestimated the quality hotel’. These are equipped for travellers cursory menus, uncomfortable beds, and of airport hotels, perceiving them only as a who are looking to be somewhere else; rooms overlooking a car park, they have last-ditch option for delayed flights or they are not typically somewhere one historically been more about convenience extended layovers,” he says. “As Hilton would stay through choice, but rather a than creativity. continues to introduce airport hotels to last resort if they have a flight delay or Luckily, this stereotype is starting to some of the world’s top travel hubs, we early departure. Perhaps relatedly, many seem out of date. With passenger numbers are seeing that those who were unlikely growing all the time, many operators are to stay at an airport hotel a few years eyeing the opportunities and attempting back are now excited by the prospect.” to reboot the segment. As David Marr, SVP and global head of full service brands

The Hilton presidential suite is an example of the brand's market-leading ideas for the airport sector.

Hotel Management International | www.hmi-online.com 59

HMI076_111_Airport.indd 59 19/10/2018 10:35 Classic housekeeping reinterpreted. Mundus®

Even more individually tailored housekeeping. Configure your chambermaid trolley according to your needs, for example with 2 waste sorting boxes. You can also choose »your design« from 3 frame colours and 5 finishes which you can combine according to your requirements. Configure your own Mundus now! www.wanzl.com/mundus/en www.wanzl.com | [email protected]

WANZL.inddHotelManagement_Mundus_178x124_0118.indd 3 1 17/09/201831.01.18 11:3414:38

Half Page (124x178).indd 3 20/09/2018 15:42

2 half page adverts (286x210).indd 1 19/10/2018 11:59 Insight > Operations

Amsterdam Schiphol Airport is in close proximity to the city, making it more appealing as a location for citizenM. Essential designs have been implemented, such as a 24-hour canteen that will cater for time-zone-speci c appetites.

Beyond convenience “Our airport hotels are transforming at Paris Charles de Gaulle, citizenM With more than 390 airport hotels across more and more into sophisticated has been established in this area for a the world (the highest of any hotel destinations,” he says. “More modern decade. Two years ago, its Schiphol company), Hilton is inarguably one of the and design-driven than ever, these hotel underwent a renovation, leaders in this area. In 1959, it opened hotels now offer resort-style amenities expanding from 230 to 355 keys with the world’s first airport hotel in San – ranging from upscale dining options added meeting rooms. As Chadha Francisco, followed by the second in to high-end spas and even great art.” explains, the expansion has made no New Orleans just two weeks later. The big question, then, is whether difference to occupancy levels, which Nearly 60 years on, it boasts a number airport hotels are becoming a go-to stand at around 95% all year round. of award-winning examples. Hilton space in their own right – somewhere “Our airport hotels are made for the Frankfurt Airport stands on 92 pillars travellers might actively choose to book traveller who wants the best of class above the train station, earning its if they have a few nights in a city, rather but doesn’t want to spend €500,” he reputation as ‘the tallest lying skyscraper than somewhere they stay through says. “A lot of people are transferring or in the world’, while Hilton Amsterdam necessity. Robin Chadha, chief have an early morning flight, or they’re Airport Schiphol is housed in a 43m tall marketing officer at citizenM, thinks just working in the airport. They want atrium with an expansive glass roof. that depends mostly on location. to have the freedom and efficiencies “Hilton continues to innovate in “Schiphol’s a good example – you’re they’d have at home, within a fun and the hotel category by opening airport ten minutes from the city so there’s no friendly lifestyle environment.” hotels that not only serve business reason why you can’t stay at the airport While the Schiphol and Charles de travellers with outstanding business hotel and then wander into the city,” he Gaulle hotels are not noticeably different and meeting facilities, but also appeal says. “Some other airports are a little from citizenM’s other properties (all are to leisure guests with elevated design more challenging. Take Heathrow for targeted at business travellers) they do and sophisticated amenities,” says example – it’s quite far out, especially have a few features designed expressly Marr. He adds that we are witnessing with the traffic; so I wouldn’t stay there for airline passengers. For instance, the development of ‘airport cities’, in if I had meetings in London.” the canteen is open 24 hours a day which airports are no longer simply and offers food options to suit all time transit hubs but shopping, leisure and Designed for travellers zones. If so desired, you can to have a business destinations. Hotels play With two airport hotels, one at beer for breakfast or a pain au chocolat a key role in this transformation. Amsterdam Schiphol and the other at midnight.

Hotel Management International | www.hmi-online.com 61

HMI076_111_Airport.indd 61 19/10/2018 10:36 Insight > Operations

team enlisted the help of specialist aircraft cabin designers at PriestmanGoode to design and build a prototype room in keeping with the airline theme. Our first airport hotels opened in Gatwick and Heathrow in 2007, followed by Amsterdam Schiphol in 2008.” These properties, then, are less interested in emulating city hotels and more interested in working creatively within the constraints of an airport. Viriot says they appeal to business and leisure travellers, and adds that today’s travellers are typically excited to undertake novel experiences. Currently, the company has two new airport hotels in the works: one at Istanbul New Airport (opening Q4 2018) and one at Singapore Changi YOTELAIR properties are situated within the airports themselves and are available by the hour. They are focused heavily towards people on layovers or victims of ight delays. Airport (Q2 2019). The Istanbul property will be one of the biggest airport hotels On top of that, citizenM’s self- A novel experience of luxury in the world, with 451 rooms, and airside check-in and self-check-out system – Of course, what the guest wants and landside access. “YOTELAIR’s revolutionary when first implemented will differ from hotel to hotel. To take hospitality offering is still unique in the – allows passengers to continue the Amsterdam Schiphol as an example, sense that we are in the terminal and frictionless experience they have come we might well find business executives bookable by the hour – there are not to expect at airports. “I bet 99% of all staying at the Hilton or Sheraton, many hotels, especially in the markets airport hotels still have a standard younger business travellers at the we operate in, that offer similar check-in desk, which is so strange citizenM, and those with an early experiences,” says Viriot. “Over the past because with airlines, you don’t even morning flight at the Mercure Hotel decade, hotels have noticed that what go to a check-in kiosk, you just check Schiphol Terminal. the modern traveller sees as luxury is in on your phone,” says Chadha. “After For guests at the YOTELAIR (located quite different from what it was 20 years you’ve done everything you can to past security and passport control), their ago. Yotel was designed to meet these go through this journey as quickly as needs are likely to be even more specific. needs from inception.” possible, why should you have to wait Since YOTELAIR properties are situated in line at the airport hotel?” within airport terminals, they make no Back to basics Unlike Marr, Chadha feels that the attempt to emulate city properties. In fact, As air travel continues to grow, we are airport hotel sector has not evolved as a YOTELAIR room would barely make sure to see a corresponding growth much as one might hope. He cites a sense out of context. The rooms, called in the airport hotel segment, with recent bad experience at an airport cabins, can be booked for a minimum of operators going to great lengths to find hotel, which he likens to “walking into four hours, which is perfect for guests their niche. However, as Chadha points the 1980s”. “We arrived there and there with a layover. With SmartBeds converted out, any good airport hotel needs to was a long line to check in, but there from a couch, monsoon showers and come from the starting point of the was a separate area with a red carpet superfast Wi-Fi, they are notable for stressed-out, time-poor guests. and ropes for people who’d got the making clever use of minimal space, “The first thing that all airport hotels loyalty card of the brand,” he says. much like an aircraft cabin. should look at is how we can make this “It was a bit dated, the design was “One of our founders, Simon experience stress-free and fluid,” he uninspiring and the people who Woodroffe, was on a long-haul first- says. “Airports are already stressful worked there looked like they’d rather class flight and saw how it was places and everyone has a different be at the beach. This is the reason we possible through clever design to story when they arrive – some have started citizenM – the industry has achieve not only a luxury feel in a been delayed, some have lost their been sleeping for a long time and compact space, but to have everything luggage; it’s very rare to have a they’ve lost the most important thing, you need at your fingertips, whether perfect journey. Hotels need to ask which is seeing what the guest you wanted to work or rest,” says themselves how they can alleviate actually wants.” Hubert Viriot, CEO of Yotel. “The Yotel any additional stress.”

62 Hotel Management International | www.hmi-online.com

HMI076_111_Airport.indd 62 19/10/2018 10:36 Company insight > Operations Cordless flexibility Alfred Kärcher, a leading provider of cleaning technology, is launching a new backpack vacuum on the market. Featuring a carrying frame that maximises comfort for users and improved battery technology, BV 5/1 Bp provides hotels with a convenient, easy-to-use and energy-efﬁcient cleaning tool.

ith the BV 5/1 Bp, Kärcher is launching BV 5/1 Bp backpack vacuum speciﬁcations a new backpack vacuum on the market. W The carrying frame has a padded shoulder Battery runtime 24 minutes/46 minutes and hip straps, which can be individually adjusted to Charging time 60 minutes suit the user. A spring steel frame with mesh keeps the Container capacities 5L machine away from the body and allows air to circulate. Sound pressure level 57dBA The vacuum cleaner is controlled via a panel on the Battery voltage 36V waistband, which indicates the battery charge status. Dimensions (LxWxH) 400×320×636mm This new backpack vacuum is very versatile and Weight (with battery) 8.7kg manoeuvrable; being cordless, it is ideal for fast and Air ow rate 46L/s efficient cleaning in heavily furnished areas. BV 5/1 Bp Power 730W/400W is suitable for various uses. Apart from selective cleaning, it can also be used for maintenance cleaning in hotels, buildings, public facilities and in the transport industry – buses, trains or aircraft cabins. Thanks to the low noise level, the vacuum cleaner is also suitable for use in noise- sensitive public areas.

Improved battery technology BV 5/1 Bp features refined battery technology to deliver the power of corded machines. Power is supplied from a 36V, 7.5Ah lithium-ion battery. This new lithium-ion battery enables the vacuum cleaner, for the first time, to deliver the same power as a mains-operated machine.

Increased power and run time Being cordless, the BV 5/1 Bp backpack vacuum comes into its own With a fully charged battery, the vacuum cleaner in heavily furnished areas. has a run time of 24 minutes. The power input in normal operation is This new backpack vacuum is approximately 730W. BV very versatile and manoeuvrable; 5/1 Bp’s eco-efficiency mode can also extend being cordless, it is ideal for fast the run time of the and efficient cleaning in heavily machine. Operated furnished areas. in this energy- saving mode, consumption of the vacuum cleaner is almost halved, it only requires the run time is doubled from 24 to 46 minutes. For 400W, which continuous operation, only two batteries are required is more than in the energy-saving mode and the new quick-charger enough for BC 1/7 fully charges a drained battery in only 60 numerous minutes. Battery replacement with the new Kärcher cleaning BV 5/1 Bp backpack vacuum is simple at the push tasks. of a button. While the Further information Afred Kärcher The carrying frame features a padded shoulder www.kaercher.com and hip straps to maximise comfort.

Hotel Management International | www.hmi-online.com 63

HMI076_Alfred Karcher.indd 63 19/10/2018 11:05 Insight > Design All’s that well starts Wellness architecture is the process of designing buildingswell that make their inhabitants healthier and happier. Elly Earls meets architects Veronica Schreibeis Smith and Julia Monk to ﬁnd out what this means in a hospitality context, and why wellness needs to be a part of design discussions from day one.

n 2000, the United States Green efficiency, sustainable use of resources aesthetics traditionally associated with Building Council introduced and low waste generation – and the hospitals and health centres. I the Leadership in Energy and numbers continue to grow. It is no different in hospitality. With Environmental Design standard for More recently, human wellness has wellness vacationing growing twice energy and environmental design. By become a greater priority during the as fast as global tourism and guests mid-2016, there were nearly 80,000 design stage of buildings in various increasingly seeking transformational projects in 162 countries recognised sectors, whether that is through experiences, hotel operators are as environmentally sound – based on a ensuring enough natural light can enter quickly realising that squeezing a gym combination of their energy and water offices, or softening the stark, clinical into the basement or throwing a yoga

The Stay Well King room at the Charlotte Marriott is designed with well-being in mind.

64 Hotel Management International | www.hmi-online.com

HMI076_112_WATG.indd 64 19/10/2018 10:37 Insight > Design

Back to the well Although many of the elements surrounding emotional and spiritual happiness are difficult to define or prove scientifically – “Some of it may seem religious or frou-frou and this whole idea of wellness architecture is only just starting to be tested,” Shreibeis Smith admits – the architecture industry is putting its best foot forward. In 2014, after six years of research and development, the WELL Building Standard was launched, which shifts the focus from environmental to human sustainability, taking into account air, water, nourishment, fitness, comfort, light, the mind and innovation. The goal is to harness the built environment as a vehicle for supporting human health Functional elements such as air ltration systems can improve a guest's experience, as they have been doing at the Atlanta Marriott Marquis. and well-being. In the past four years, the standard mat into the room will not cut the environment so as to really empower has been embraced in 35 countries mustard for today’s guests. well-being. While health architecture and a variety of building types, and Westin has responded with a is focused on physical health, which some architecture studios are starting promise that all guests will sleep might include things like clean air and to incorporate it into their usual well, eat well, move well, feel well, pure water, it leaves out some aspects design practices. work well and play well at each of its of being human, such as joy, happiness HOK, for example, which was the first hotels, while brands like Wyndham and comfort.” large architecture and design firm to and Hilton have introduced specific In a hotel context, wellness form a global strategic partnership with fitness rooms with exercise architecture covers everything from Delos, the founder of the standard, is equipment, guided fitness and the inclusion of biophilia to lighting, undertaking a significant initiative to wellness routines. air quality, and electricity and educate and professionally accredit its Operators are also integrating sound pollution, right through to the design teams so they can incorporate greenery into the hotel experience, proportions of the hallways and rooms, principles of health and wellness into all adding walking and running routes, the balance of materials used and even of their projects, whether or not their improving air quality, and changing the cultural factors. clients are pursuing WELL certification. narrative around fitness and wellness “When a guest arrives in the room, And while no hotels have yet done by recognising that it extends far it should be uplifting and give them a so, a handful of big hospitality players, beyond the four walls of the gym. sense of privacy, security, cleanliness including Marriott and Wyndham, and comfort,” says Shreibeis Smith. have signed up to Delos’s Stay Well Good intentions “This can be achieved through programme, through which they According to architect Veronica balancing the materials, textures and can have their existing hotel rooms Schreibeis Smith, the CEO and founding colours used in a space and by paying upgraded over the course of three principal of Vera Iconica Architecture and attention to not only biophilic design days with state-of-the-art wellness chair of the Global Wellness Institute’s but also things like feng shui, which technologies designed to mitigate the Wellness Architecture Initiative, the next might be based on ancient wisdom or countless variables travelling introduces step is to focus on wellness much earlier sacred geometry. into a hotel guest’s routine. By doing so in the design process and move beyond “Culture influences wellness positively impacts their health, vitality, creating buildings that ‘do less harm’ to architecture too,” she adds. “For relaxation and well-being. the environment to building hotels that example, including colourful tiles and “Stay Well is the evolution of ‘do good’ – not just for the planet but also beautiful bricks that were made a mile sustainability,” says Julia Monk, for their human inhabitants. away is really important when it comes director of HOK’s hospitality practice As Schreibeis Smith explains, to wellness architecture and cannot based in Hong Kong. “From advanced “Wellness architecture is the art and be overlooked. It gives that human air purification to dawn simulation, science of including life-enhancing connection to the local community circadian rhythm lighting and a healthy design strategies in the built and culture, and landscape.” mattress, the wellness features of Stay Well

Hotel Management International | www.hmi-online.com 65

HMI076_112_WATG.indd 65 19/10/2018 10:38 Insight > Design

clear commitment to a wellness architecture approach. She continues, “It needs to be incorporated into the business plan and the ethics, just like a green project. With green projects, what people find is that when they go above and beyond what codes require, their buildings are healthier, which people prefer, and there is a payback in occupancy and rental rates that they can charge. “The business model for wellness architecture needs to be similar but also expand on this and incorporate how they’re going to get their ROI out of it. It’s possible but it takes a commitment because there is always going to be an easier, cheaper, more harmful way to do things.” The Stay Well initiative is a small-scale The living wall at the Long Island Marriott is an example of modern wellness-inspired design. case in point. “We’ve seen considerable room rate premiums on Stay Well rooms; about 20–25% after a three-day installation process,” says Delos CEO and founder Paul Scialla. “The qualitative and quantitative feedback has been phenomenal, and the programme is growing by the day.” Schreibeis Smith also suggests that, at initial design discussions, a wellness architecture consultant should have a place at the table. “It’s not just about checking boxes,” she stresses. “To have a really successful project, you need passion and drive.” Finally – and most crucially for Monk – it’s essential that, as with all hotel design, A Circadian Remote at the Mirage Stay Well rooms allow occupants to control their experience. the process starts and ends with the rooms are specifically designed to allow energy it takes a human to recuperate guest. “Through time, as our awareness rejuvenating sleep, deliver purified air, from being in the environment because it as guests, hotel operators, hotel owners, provide specially filtered water, and protect might be toxic or unhealthy or circadian architects and designers becomes more guests against allergens and germs. rhythms might be off. But when you get sophisticated, the environments that we “They are the first of their kind to offer higher up, the building is creating energy design also become more sophisticated,” evidence-based health and wellness in the people and in the environment; it’s she says. features in hotels to help travellers regenerative, it’s symbiotic with nature. “Today, wellness is a priority maintain their health and well-being “Right now, we live in the lower-left- in hospitality design. Guests are while on the road.” hand corner of that grid, and we’re too demanding it and willing to pay more for often creating unhealthy buildings that it. Hotel operators, in turn, will demand Energising the people are depleting our natural resources and that their properties are built or adapted While Schreibeis Smith has been taking energy. And while sustainability to meet the guest’s needs or run the risk encouraged by initiatives like Stay Well should be a target, what’s even better of lower occupancy or lower room rate, and believes the hospitality industry is and what people should be reaching neither of which will be satisfactory to on the right track, she still thinks there is for is to be able to use the physical the hotel owners. a long way to go. architecture to enhance the local ecology Just as accessibility, ergonomics and “You can look at it as an X-Y grid,” she of a place and enhance wellness.” sustainability have become a human says. “The lower down you get, the more The first step for a hotel owner, right rather than just a movement, energy you’re consuming and the more Schreibeis Smith advises, must be a wellness is next.”

66 Hotel Management International | www.hmi-online.com

HMI076_112_WATG.indd 66 19/10/2018 10:39 BRINKHAUS – Innovative sleep culture for the hotel industry

Brinkhaus.indd 1 19/10/2018 11:41 Company insight > Guest amenities The beauty of tradition Sustainable development, traditional beauty practices and client satisfaction have been the core values of Cinq Mondes since it was founded nearly 20 years ago. Jean-Louis Poiroux, the company’s CEO and founder, talks to Hotel Management International about the special history of his company, and how its founding principles still make it the luxury spa partner all hospitality businesses should want today.

inq Mondes got its unique start after CEO and founder Jean-Louis Poiroux and his wife Nathalie became C fascinated with traditional medicine, and how it could be applied to beauty regimes and health treatments. The pair subsequently spent 18 months travelling across the world in search of the most authentic beauty rituals. Their discoveries in India, China, Japan, Bali and Morocco provided the principles for the later creation of their personal brand. The pair’s first spa was the only one in France to offer its clients health regimes designed in partnership with international experts from the different forms of traditional medicine across the globe. “Our originality lies in the authenticity of our rituals and treatments,” says Poiroux. In addition to running 14 institutions and over 1,000 partner spas, Cinq Mondes also provides sales support and management assistance. “We were pioneers in Europe when we started offering our customers special choices like Kobido, a Japanese facial and to go beyond the usual expectations for such treatments. massage that provides a remarkable natural lifting effect.” Afterwards, a personalised recommendation is proposed to Cinq Mondes is a leader in another sense too, thanks to visitors when their bookings are finished, so that they can its insistence on using petrochemical-free ingredients during prolong the well-being experience and beauty techniques any product formulation. Its research team develops green when they are back home. To be better connected to their products using botanical sources specially chosen for their customers, feedback is collected through focus groups, effectiveness at cleaning the skin, without having any link satisfaction questionnaires and regular mystery shoppers to to the environmentally unfriendly oil industry. The company’s the company’s facilities and partner enterprises, Poiroux adds. commitment to sustainability is also evident in its ongoing pledge to use only Forest Stewardship Council-certified Esteemed treatment cardboard in its packaging. Such gestures, and high standards, have translated into solid commercial success for the enterprises that follow Cinq Sparring partners Mondes’s lead, Poiroux says. “The global turnover is £36 million, This attention to detail has brought the company success. and our flagship, in Paris, has a turnover of €2.5 million, treats Cinq Mondes is now present in over 30 countries, with 14 own- 35,000 guests each year and sells €800,000 worth of products brand institutions and a network of over 1,000 partner spas, annually with a retail-to-service ratio of 38%,” he points out. including numerous hotel-based ones. These allied operators The excellence of its establishments and franchises have can use a comprehensive range of 64 cosmetic products, plus been recognised by outsiders, who have awarded prestigious a selection of the brand’s special treatments. The company also grades and recommendations, including the ‘Spa-A’ label offers the spas sales support, staff training and assistance in of approval and the TripAdvisor ‘Certificate of Excellence’. running operations, but associated businesses still keep their “We still have the strong relationships we originally built own history and reputation. with local experts in traditional medicines, who regularly share When asked why other companies should partner with their latest discoveries with us,” Poiroux says. “The excellence his own, Poiroux enthusiastically outlines his company’s of our treatments, in which our therapists are trained, plus the capabilities. “All our partners have access to the five Cinq effectiveness of our skincare products and the attention paid Mondes signature treatments, such as Indian Ayurvedic throughout the whole experience, absolutely guarantees the massage, traditional Oriental massage or the Japanese facial loyalty of our many frequent guests.” massage,” he says. “In addition, a franchisee can be given extra training to perform specialist therapies – such as Sirodhara, a relaxing Ayurvedic treatment or four-hand massage.” Further information The guest experience lies at the heart of the Cinq Mondes Cinq Mondes ww.cinqmondes.com/en business model, according to Poiroux, who says his teams [email protected] work to create an emotional connection with their clients,

68 Hotel Management International | www.hmi-online.com

HMI076_CinqMondes.indd 68 19/10/2018 11:05 Spa Cinq.indd 1 19/10/2018 11:56 Insight > Guest amenities Embracing environmental responsibility Rising awareness of single-use plastics’ environmental impacts has led hotel operators to introduce strategies to outlaw their use across their properties. Grace Allen asks Daniella Foster, Hilton’s senior director of corporate responsibility, and Marié Fukudome, Hyatt’s director of environmental affairs and corporate responsibility, about their sustainability strategy and the reduction of plastics.

n environmental catastrophe 1.6 million square kilometres, three The wastefulness of single-use drifts gently between Hawaii times the size of France. And while the plastics, particularly throwaway items A and California. Known by largest, this is not the only ocean plastic such as drinking straws, has become lurid monikers – the Pacific Trash patch; they have formed in areas of a pressing issue. The capacity of these Vortex or the Great Pacific Garbage circulating currents in oceans across the items to harm marine life was brought Patch – this accumulation of marine globe. Awareness of the issue was raised into painful relief by a viral video of a plastic is not an island built of water by the BBC’s documentary Blue Planet turtle with a plastic straw trapped in bottles and fishing nets, but a vast II, fronted by David Attenborough, and its nasal cavity. This is an area in area of individual pieces of debris, public concern has resulted in policy which the hotel industry has been many too small to see, floating in the change. At the 2018 G7 meeting, the a significant culprit, with single-use currents of the North Pacific gyre. EU committed to a target of 100% use plastics appearing as straws and The Ocean Cleanup estimates the of reusable, recyclable or recoverable stirrers in restaurants, miniature Pacific Trash Vortex to stretch over plastics by 2030. toiletries in bedrooms and plastic

70 Hotel Management International | www.hmi-online.com

HMI076_113_Single use plastics.indd 70 19/10/2018 10:43 Insight > Guest amenities

water bottles in meeting rooms, gyms and spas.

From awareness to action Recently, numerous hotel groups have responded to the prevailing mood, recognising the industry’s contribution to this form of plastic pollution and taking steps accordingly. “It takes a variety of resources to operate hotels,” says Marié Fukudome, director of environmental affairs and corporate responsibility at Hyatt. “Inevitably, there are associated environmental impacts, so it is important that we implement responsible practices.” At Hyatt, from September 2018,

straws and picks will be available The dining room of Andaz Amsterdam Prinsengracht's Bluespoon restaurant, which participated by request only. Marriott is swapping in the IAmStrawless campaign. small bathroom toiletries with larger, recyclable bottles. Hilton has committed to removing plastic straws from its managed properties across the world by the end of 2018, and is taking steps to eliminate plastic water bottles, a process that has begun in hotels in China. AccorHotels announced the intention to ban plastic straws from their hotels in North and Central America from July 2019. While these moves may seem reactionary, they reflect an ongoing movement in the hospitality industry to embrace environmental and social responsibility. Accor’s Planet 21 programme is currently prioritising the reduction of food waste, creating urban food gardens in its hotels, Reusable and re llable water bottles are preferred over plastics bottles at the Hilton Seychelles and minimising the carbon cost Labriz Resort & Spa and EVEN hotels from IHG. of new buildings. Hyatt’s 2020 Environmental Sustainability Vision programme Travel With Purpose. Village in Hawaii discontinued the use sets targets of a 25% reduction of water They include commitments to cut of plastic straws, replacing them with use per guest night, and 30% in areas carbon emissions by 61% (following compostable paper in a bid to protect with pressure on water resources. the Paris Climate Agreement), reduce the islands’ coastlines and marine life. “Reducing plastic straws builds on waste and water consumption by Hawaii’s position in the Pacific means our environmental sustainability goals 50% and to invest in local suppliers its beaches are frequently littered with established in 2014 and represents a and organisations. “We're really on marine debris; and in 2017, the resort’s meaningful step in our global efforts a mission to redefine sustainable more than one million visitors potentially to reduce their environmental impact,” travel and tourism,” says Daniella added to this by using over 800,000 Fukudome says. “It aligns with our Foster, Hilton’s senior director of plastic straws. “There's also a goals to purchase responsibly as well corporate responsibility. responsibility to ensure the destinations as to increase waste diversion in part In terms of the elimination of single- that folks are travelling to remain a by reducing overall waste.” use plastics, Foster emphasises that source of discovery and adventure for In May this year, Hilton announced their reduction is part of a conversation future generations to come,” Foster says. its 2030 Travel With Purpose goals, part that has been ongoing for some time. In The challenge of reducing single-use of the wider corporate responsibility early February 2018, the Hilton Waikoloa plastics and replacing them with more

Hotel Management International | www.hmi-online.com 71

HMI076_113_Single use plastics.indd 71 19/10/2018 10:43 Insight > Guest amenities

sustainable options has led to the carbon cost of shipping water metal, are unsafe or inflexible and innovative solutions. Hotel ICON to the islands. therefore unsuitable. in Hong Kong offers guests pasta “The challenge is identifying straws; at the Hyatt Regency Andares Implementing change is where we are overusing plastic and Guadalajara in Mexico, they are made not simple determining how we can reduce the from avocado seed. Earbuds provided at Nevertheless, the process of changing use of it without impacting our service Hyatt fitness centres in North America a material as familiar and convenient to guests,” Fukudome says. In addition, are now recyclable rather than single as plastic requires considerable replacing plastics may result in issues use, resulting in nearly 65,000 recycled thought. The global movement to such as increased food waste or pairs. At the Hilton Seychelles Labriz eliminate plastic straws has been difficulty keeping items sanitary. “We Resort & Spa, water is sourced locally met with concern from people with are thinking through how you scale from Mount Dauban, filtered and disabilities: plastic straws allow many these things globally, through a global presented in reusable glass bottles – to drink independently and proposed supply chain, in a way that makes reducing the use of plastic and alternatives, such as glass, wood and sense,” Foster explains. The scale of modern hotel groups – with hundreds of properties spread across Sustainability continents, and many operated through a franchising model – InnovationSatisfaction also presents challenges. “Any time an organisation Quality is decentralised and global, implementing change is not simple,” Fukudome concedes. However, there are ways to combat this and even turn the franchising system into a positive.

Rising to the challenges At Hyatt, energy audits allow specific goals and projects for individual properties to be identified and set; IHG allows its properties to achieve levels of certification in sustainability as part of the group’s Green Engage system. Hilton requires all its properties to feed into the LightStay platform, a Fragrances for steam Sauna, spa and wellness Cleaner / conditioner baths, saunas, whirl- technology: Technology for for sauna, spa and system measuring and tracking pool, hot tubs and experience showers, saunas, wellness facilities. environmental impact and experience showers hammam, steam baths and Disinfectant and cleaner energy use. “Being sustainable rhassoul, dosage systems, for whirlpools and Jacuzzis inhalation systems, is good business,” Foster says. light technology “It's the right thing to do, but also it helps to ensure Kemitron, is manufacturer of high-quality products for the spa-, sauna-, and you're running your property wellness market (technology, fragrances, cleaners, cosmetic). The company’s as efficiently as you could be.” focus is on best quality and workmanship. All items are “made in Germany”. A structure that Kemitron’s products are sold on the international spa and wellness market and can be purchased via our webshop on our homepage. www.kemitron.com allows individual property independence can also foster improvements. Hilton offers E-Mail: [email protected] Telefon: + 49 (0) 70 24 / 9 50 60 Travel With Purpose Action www.kemitron.com Grants, which support individual hotels in undertaking corporate responsibility projects

Kemitron.indd 5 24/05/2018 14:44

72 Hotel Management International | www.hmi-online.com

HMI076_113_Single use plastics.indd 72 19/10/2018 10:45 Ecus sleep.indd 3 08/08/2018 09:31

Triptease.indd 3 05/09/2018 09:11

2 half page adverts (286x210).indd 1 19/10/2018 12:00 Insight > Guest amenities

closely tied to their local area. The with guests, many of whom – environmental footprint, guests Hilton Seychelles Labriz Resort & Spa’s especially younger generations – have responded positively.” efforts in reducing plastics through local prioritise environmental issues. A 2018 water sourcing, for instance, were survey conducted by Hilton showed that A positive future outlook supported by an Action Grant. 44% of under-25s actively look up a Both Fukudome and Foster stress In addition, the creation of new hotel brand’s sustainability practice that the work to reduce plastics and brands within a hotel group allows before booking. “There is a rising improve sustainability is ongoing. “We environmental responsibility to movement that I think is incredibly are thinking deeply about all of these be built in from the start. IHG’s EVEN positive,” Foster says. Interestingly, things, and there will continue be some brand, launched in 2012, focuses on Canopy by Hilton’s website does not exciting innovations and updates that wellness and provides guests with focus guests’ attention on the brand’s come out as we go into 2019,” Foster water bottles that can be refilled from reduction of plastics, though the issue says. A future without the plastics stations throughout the hotel. Canopy is highlighted elsewhere in the company we currently take for granted in the by Hilton foregrounds sustainability, – in China, Attenborough’s documentary hospitality industry seems increasingly featuring mattresses made of recycled has been offered on in-room TVs. possible. The Double Tree by Hilton materials and local ingredients; in terms “The move to reduce single-use Amsterdam Central Station has created of reducing plastics, water refills are plastics is aligned with our value as a an entirely plastic-free room: curtains, provided and breakfasts are delivered company to care for our communities carpets and even do-not-disturb signs in recycled brown bags. “Being good and our planet, and many of our guests have been replaced by naturally and environmental and social stewards is share a similar value,” Fukudome says. locally sourced alternatives. While it just ingrained in our Hilton culture of She points to Hyatt’s Hyatt Thrive is clear there is some way to go – the hospitality,” Foster says. “It's important website as a source of information on plastic-free room sees the television to who we are and how we operate, so the group’s policies, and highlights switched for a chess set, which may not increasingly every new brand is going Andaz Amsterdam Prinsengracht’s be every guest’s idea of entertainment – to have a component of that in it.” involvement in the city-wide the appetite for sustainability from An important part of sustainability IamStrawless campaign. “As we’ve industry leaders and guests suggests strategy is engaging and communicating rolled out initiatives to reduce our real change is on the horizon.

HD Fragrances.indd 3 19/07/2018 10:09 74 Hotel Management International | www.hmi-online.com

HMI076_113_Single use plastics.indd 74 19/10/2018 10:45

HD Fragrances | RE SOURCE | Hotel Management Ad 2019 | 178mm x 124mm | July 18, 2018 Company insight > Guest amenities Sweet smell of success With hoteliers under pressure to be more environmentally friendly, guests may be offered fewer individual-sized toiletries. However, with the right expertise, hotels can still pamper customers while keeping things green. Hotel Management International speaks to Lisa Harrison, managing director at HD Fragrances, about the company’s range of amenity products.

Can you tell us a bit about HD Fragrances (HDF) as a company? Lisa Harrison: We are an increasingly sought-after European supplier of guest toiletries designed for boutique hotels. We are known for our niche cosmetic brands, elegant packaging and exclusive fragrances created by our perfumer and founder, Olivier Decoster. Made in Europe, we use only the safest eco-friendly formulations, without harmful preservatives like parabens or phthalates. Our signature collections are designed in the spirit of excellence with competitive prices. Today, the company partners primarily with prestige HDF’s products respond to hoteliers’ need for safe product formulations properties in France and Belgium, with an expanding that do not contain harmful preservatives. footprint under way in Europe and globally. Our clients – from boutique hotels, luxury villas, private chateaux which contain ingredients sourced from renewable and French winery estates to grand palaces – partner sources and natural origins. Our bestselling organic with us to ensure an unforgettable guest experience. ranges are available in small bottles as well as dispenser bottles. How can hoteliers be eco-responsible and still Our goal is to provide hoteliers with cosmetic provide a memorable guest amenities solution? products that are safe and gentle on their guests’ Today, only a few travellers expect hotels to have skin, using European pharmacy-inspired formulations. sustainability built into their amenity programme. The vast majority of guests still prefer to receive their own cosmetic How are niche toiletry brands becoming more products that, if not used, can be taken home to enjoy. important in the luxury hotel market? At HDF, we believe it is increasingly important for hotels New cosmetic and toiletries brands, like those offered by to embrace green products, such as requesting organic HDF, are building a solid presence within the hospitality products with biodegradable formulations, recyclable market and guests are responding positively. Boutique packaging and larger formats. With our wide range of hotel guests expect something different from the standard product sizes, we are able to help our clients find the right and seen-everywhere approach. It is essential to give balance between individual-sized amenities and dispenser them an experience they will remember fondly during formats to better manage costs and environmental and after their stay. concerns. At HDF, we have just introduced two product A vital element of being ‘boutique’ is the promise dispenser solutions in addition to our popular small of a personalised, attentive hotel stay for visitors with bottles. One uses a 300ml pump-bottle, and the second high-quality amenities. The chance of discovering niche uses a ‘press-and-wash’ mechanism. As a new entrant -branded toiletries is one of the greatest joys of visiting in the dispenser market, our goal is to offer elegantly a boutique hotel. designed dispenser packaging and high-quality cosmetics (including certified-organic products). Overall, we are Overall, how would you characterise working to change the image guests associate with the company’s leading products? dispenser products. Our signature brands are meant to be discovered. We provide hoteliers with the opportunity to offer high-quality Are you seing a trend for more organic products and authentic guest toiletries that smell divine and help that are made from natural ingredients? to differentiate their establishment from the competition. Amenity providers and hotels have already made a conscious effort to provide safe cosmetics that are made without parabens and other harmful preservatives. Further information HD Fragrances At HDF, we are also seeing a significant increase https://hdfragrances.com in requests for high-quality certified-organic products,

Hotel Management International | www.hmi-online.com 75

HMI076_HD Fragrances.indd 75 19/10/2018 11:15 Directory > Product showcase Product showcase

A professional real-time issues pertinent the bed in standing position, to be well designed and solidly development to hoteliers. avoiding bending and built. In a busy kitchen, after for hoteliers GMP is highly regarded subsequent lower back pains. all, such a system will enjoy The General Managers as the hospitality industry’s Furthermore, the caster wheels intensive use. The patented Programme (GMP) at the elite career-advancement let the bed move effortlessly, Plate-Mate system meets all School of Hotel Administration, programme for full-service making the clean-up and those requirements – and Cornell University elevates hotel general managers and hoovering faster and easier. does much more. decision-makers with the their immediate successors. Comfort is as key as To start with, Plate-Mate power of strategic thinking Sessions are instructed by efficiency with the lifting-bed. is available in a variety of through a rigorous face-to- faculty from the Cornell School The bed is equipped with heights and capacities, face experience with Cornell’s of Hotel Administration, the a Europillow Multispring starting at 48 plates. The renowned faculty and industry world’s leading hospitality mattress, a pocketed spring system is adjustable manually peers on the campus of the management school. mattress with lumbar and step by step. This means world’s leading school for The programme is offered reinforcement. Based every type and size of plate hospitality management. twice annually on Cornell upon guest experience and and bowl, up to a depth of The hospitality industry University’s campus in reviews on platforms, such as 5cm, will remain firmly in is constantly evolving. To Ithaca, New York, US. Booking.com or TripAdvisor, place, be it round, square, be successful, hospitality it is considered to be a game- rectangular or oval – and professionals must lead their Further information changer. With a well-balanced if required, a combination Cornell University team with purpose, embrace www.sha.cornell.edu/gmp medium and firm support, of any or all of the above. the industry’s evolutionary Europillow is the perfect There is even an option path and seek opportunities Good for guests, great alternative option for hotels for complete serving trays. to keep their organisation at for housekeeping attempting to refurbish their Thanks to the system, the the forefront. rooms or upgrade the comfort own weight of the plates GMP is a ten-day of thebeds. Ecus Contract ensures a solid, safe hold transformational learning offers the best solutions from using special protective experience that will provide the tiniest boutique hotel, to rubbers, thereby reducing an in-depth perspective on great family resorts. the risk of breakages to a complex issues facing the This lifting bed is designed minimum. The Plate-Mate is hospitality sector now and to be comfortable, easy to use fitted with four casters, some into the future. Through an and efficient. It is made to of which have brakes, to experiential approach, hotel make the most of every single ensure perfect and stable manoeuvrability, while professionals will collaborate The lifting-bed is the agship minute of our sleep. closely with Cornell’s world- product of the 360 Contact range. cleaning is a simple task class faculty, as well as with Further information completed in a matter Ecus Sleep their industry peers, to learn, With a clear vocation to www.ecussleep.com/en of seconds. and apply new concepts and offer integral sleep solutions The Plate-Mate’s value strategies to guide their through innovation, Ecus Putting on for money is reflected by organisation over the long keeps growing at a fast place solutions its long useful life. Thanks term. During this programme, pace within the contract For top-quality hospitality to the solid design in hoteliers will develop a industry worldwide. services, plating up for stainless steel and the personalised action plan One of the flagship products larger groups remains a well-thought-out ‘Lego’-style that will form the framework of its 360 Contract catalogue considerable challenge. But assembly system for the of how they tackle some of the is the lifting-bed, a product thanks to Plate-Mate, plating individual components, the most pressing business issues. that improves efficiency on up and service have been kept trolley system can offer a Unlike other executive housekeeping duties and running smoothly for more lifetime of use, even if programmes that focus is also comfortable for than 25 years. intensive use results in wear on cross-industry general guests. Though it appears The idea of the plate stacker and tear. Although highly management and leadership to be a regular bed at first for storing made-up plates unlikely, the modular system skill development, GMP glance, it is equipped with a in professional kitchens has means the individual is designed for hospitality mechanism to automatically been with us for some time. components can be easily management professionals. lift it. With a simple press of However, to ensure maximum replaced if need be. In The curriculum is specialised the pedal, this allows the reliability and efficiency, the addition, nearly every to address specific and housekeeping staff to make plate-stacking system needs Plate-Mate comes

76 Hotel Management International | www.hmi-online.com

HMI076_Product Showcase.indd 76 19/10/2018 12:03 Directory > Product showcase

Bring hospitality The direct-booking to access the same rate of online platform integrates with a learning that OTAs have Hotels are being undercut by hotel’s website and booking been benefiting from for years. online travel agencies (OTAs) engine, and allows hoteliers to What makes Triptease 30% of the time. This not only personalise and continuously products unique is that has a huge impact on their improve guest experiences they are designed to work Hoteliers can increase direct bookings via their own website. direct conversion rate, using targeted messaging, in unison to enhance the but also means that with automated live chat assistance customer’s journey – not to with a standard three- every booking, OTAs learn and industry-leading parity complicate it. There is no year warranty. more about how to target management tools. benefit in having a huge range All in all: if businesses are and convert the hotel’s guests. Triptease’s parity of messaging options if they looking for an innovative and As a result, OTAs continue management and Price Check don’t combine intelligently durable solution for the lack to have an enormous data tools help hoteliers to monitor to provide a logical, joined-up of space in their kitchens or advantage over the hotel and optimise their parity, experience for potential coolers, they need look no industry. Triptease exists to so they can offer the guests guests. With Triptease, further than Plate-Mate, the redress that power balance. the best price directly and hoteliers know that they brand that has held the patent The company empowers increase direct bookings will be able to provide on the ideal professional kitchen hotels to recapture guest via their own website. They a more conscious online solution for more than 25 years. relationships, increase also have the opportunity to communication experience, Thanks to constant efforts at direct bookings and learn from continuously test and iterate with each element of the innovation, the company every interaction to improve their messaging by identifying platform working together expects to still be the leading their overall web experience. high-value audiences and to create a simpler, smarter product for the next 25 years. With Triptease, hoteliers are trialling different offers booking journey for guests. able to use data to free via Message Porter. This Further information themselves from a reliance combination of tools means Further information Plate-Mate Triptease www.plate-mate.com on OTAs. that hoteliers can begin www.triptease.com

Index Alfred Kärcher ...... 58, IBC HD Fragrances ...... 74 RMG ...... 37 www.kaercher.com www.hdfragrances.com www.rmgnetworks.com

Brinkhaus ...... 67 Hotel Buyer ...... 60 Roca ...... 7 www.brinkhaus.de www.hotel-buyer-store.co.uk www.roca.com

Cinq Mondes ...... 69 SDI Technologies ...... 17 Hotel Facility Concepts ...... 13, 29 www.cinqmondes.com www.hoteltechnologies.com www.hotelfacilityconcepts.com

Cornell University ...... 28 Simon ...... 22 Kemitron ...... 72 www.cornell.edu www.simon.es www.kemitron.com

Deutsche Hospitality ...... IFC Le Cordon Bleu ...... 52 SIX Payment Services...... 21, 39 www.deutschehospitality.com www.cordonbleu.edu www.six-payment-services.com

Distech Controls ...... 40 LG Business Solutions...... 5 Sleep + Eat ...... 51 www.distech-controls.com www.lg.com/b2b www.sleepandeatevent.com

Ecus Sleep ...... 73 Meliá Hotels International ...... 24 Triptease ...... 73 www.ecussleep.com www.meliadevelopment.com www.triptease.com/coach

Electrolux ...... 13, 50 Plate-Mate ...... 49 Wanzl ...... 60 www.electrolux.com/professional www.platemate.com www.wanzl.com

EquipHotel ...... 57 Radisson Hotel Group ...... OBC Zonca ...... 11 www.equiphotel.com www.radissonhotels.com www.zoncainternational.it

Hotel Management International | www.hmi-online.com 77

HMI076_Product Showcase.indd 77 19/10/2018 12:03 The insider > Palmiro Noschese Expand certificates EHMA delegate and Melia Hotels International area director for Italy Palmiro Noschese is finally getting the chance to establish official certification for hotel managers. He explains how the project is going so far, and his plans to expand certification far beyond Italy.

eneral managers are vital to managers have done their jobs for a long can show that they would give value to the everyday running of hotels, time and feel like they have nothing new to the clients and the hotels. G as well as for supporting the learn. But when you ask these managers strategic health of the business. Yet, despite specific questions, they tend to struggle. Look ahead playing such a crucial role, I long wondered More broadly, I hope our certification can why general managers could not get Beyond Italy boost the economy. Tourism will develop certified for their work. These frustrations Of course, it is not that our certifications significantly over the next decade, spurred me, together with five colleagues are only for managers south of the Alps. meaning it can play a key role in all from EHMA, to set up an Italian certification We are working with international partners continents. But for this to happen, hotel for hotel managers at the end of 2017. to establish a pan-European certification managers need to be well prepared. My Each of us put forward ideas about what programme. We have involved a lot of suggestion is that hotel professionals look general managers do day to day. Some of international associations – including the at these new certification opportunities us saw them as architects, while others École hôtelière de Lausanne – and soon from a strategic point of view: the more emphasised the food and beverage aspect plan to unveil a new certification that prepared the staff are, the more ahead they of the job. Training staff and organising HR no longer limits us to Italy but will be can get in the competition. was another common response. Then we available to all hotel managers in Europe. With this in mind, we plan to began to hunt for a company to conduct This is important not only for current expand the certification to include food and the certification exams. We picked Intertek general managers wanting to sharpen beverage managers. The Italian Food and – a multinational leader in the field – to their skills but also for the new generations. Beverage Association and I are working to make the test as rigorous as possible. Plenty of my colleagues have worked as develop this new certificate, solving similar The exam includes a multiple-choice general managers for years, and they do problems to the ones we tackled for general test, followed by an oral test with Intertek not need official certification to do their managers. Our aim over the next few years and EHMA. Successful candidates need jobs well. But when the new generations is that all hotel professionals – from general to take the exam every five years to renew arrive, they will need internationally managers down – will be certificated. their certificate. recognised certificates that prove Though we have not been offering the they are well trained and can think Italian tests for long, we have had very strategically. Having one of our strong results so far. Many Italian general certificates, general managers

78 Hotel Management International | www.hmi-online.com

HMI076_117_Palmiro.indd 78 19/10/2018 11:03 DISCOVER INDEPENDENCE The most powerful of their kind: the battery-operated dry vacuum cleaners

Alfred Karcher.indd 1 19/10/2018 11:39 GROW WITH US

CREATING OWNER VALUE THROUGH EVERYTHING WE DO

radissonhotelgroup.com/development [email protected] +32 2 702 9200

Radisson.indd 1 19/10/2018 11:49