albertahospitality

The Official Magazine of the Hotel and Lodging Association

Tips for Hiring FOREIGN WORKERS

Trends in Recreation

Growing Alberta’s Tourism Industry PM40026059

Winter 2014

albertahospitality

this issue TIPS FOR HIRING FOREIGN WORKERS With the current labour shortage, 6 hiring temporary foreign workers has become necessary for many operators.

12 Trends in Recreation 16 Profile: Pomeroy Inn & Suites Olds 19 Tour of Alberta in every issue 20 Expanding Your Circle of Trust 4 Chairman’s Report 24 The AHLA’s Annual 5 President & CEO’s Message Convention & Trade Show 10 Travel Alberta 18 Alberta’s Treasures 26 Growing Alberta’s Tourism Industry 23 HR Matters 25 What’s New? 30 Making Great First Impressions 29 Names in the News CHAIRMAN’S REPORT

Filling the Need by Perry Wilford alberta hospitality At the recent Travel Alberta industry conference, Alberta Tourism, Parks and Recreation Minister Dr. Richard Starke Official magazine of announced Alberta’s Tourism Framework. This Framework is for implementation in 2013 and understands the importance of having well- onwards to 2020. trained staff who want to serve guests, and INSPIRING SERVICE, GROWING VALUE The Tourism Framework contains many recognizes that we aren’t just selling a bed excellent ideas and objectives, all intended to sleep in, we’re providing an experience. AHLA The people who provide that experience are 2707 Ellwood Drive, to build Alberta’s tourism industry from AB, T6X 0P7 $7.8 billion to $10.3 billion over the next 6 an integral part of our product. And while Toll Free: 1.888.436.6112 years. This is indeed a lofty goal and is one anecdotes about the personal and economic www.ahla.ca that is attainable with vision and hard work. toll of being short staffed underscore our CHAIR OF THE BOARD However, there are challenges whenever you point, governments make policy based on Perry Wilford reach high, and in this case one challenge facts, not stories. The Minister appreciated the information that our members provided FIRST VICE CHAIR rises above all - the ever present labour issue. Michael Sieger in our 2013 Labour Market Survey, and In a time when AHLA members consistently acknowledged that developing our workforce VICE CHAIR experience a shortage of qualified workers Perry Batke will be critical to delivering on the goal of to fill the current needs of operating our making tourism a $10.3 billion industry by VICE CHAIR properties, there will undoubtedly be 2020. Tina Tobin hardships serving our guests, both currently PAST CHAIR and going forward. This is a very real concern. The AHLA has started working on a strategy Mike Shymka for accommodation industry labour. This Recently I travelled to Edmonton for a strategy will be our road map for working with PRESIDENT & CEO meeting between the AHLA and the Minister Dave Kaiser government, post-secondary institutions, and to discuss the Framework and the labour other stakeholders to address our critical need DIRECTORS NORTH issue. We offered our members’ support for Mark Hope for qualified and committed people. Our job, the Framework and expressed our belief that Peter Parmar as individual members and as an association, Tony Verbisky this is a great goal and a positive step for our will be to help build our industry’s image as Steven Watters industry. We emphasized the need to find one that offers satisfying careers, competitive DIRECTORS CENTRAL long-term solutions to the labour shortages compensation, and long-term prospects. I am Perry Batke our industry has experienced going forward. Michael Sieger excited about how we can help your property Robin Cumine I am pleased to tell you that our Minister is a achieve this in 2014. Tina Tobin real champion for tourism in this province. He DIRECTORS SOUTH Chris Barr Leanne Shaw-Brotherston

Alberta Hospitality is published quarterly by: AHLA’s 94th Annual

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Addressing the Labour Challenge by Dave Kaiser

The ongoing labour shortage is still the biggest challenge facing AHLA members. It was the major topic discussed at our 2013 fall regional meetings, held with members in 11 communities across Alberta. At these meetings we shared the results of our AHLA 2013 Labour Market Survey, conducted by PricewaterhouseCoopers, and discussed key initiatives currently underway or planned as part of a broader strategy to address • Making specific recommendations to the federal government on how our industry’s biggest challenge. to make the TFW program more accessible for our industry The results of our survey indicate that kitchen staff, food and beverage • Encouraging members to nominate TFWs to become permanent servers, front desk agents, and housekeeping room attendants are residents through the Alberta Immigrant Nominee Program among the hardest occupations to fill. Foreign workers are an increasingly • Promoting the recruitment of foreign workers with hospitality important source of labour given that: experience through the AHLA’s partnership with the Jamaican Ministry • 28% of respondents currently employ foreign workers, or have hired of Labour and Social Security foreign workers in the last two years • Developing an online industry job bank that can be strategically • 44% plan to hire foreign workers in the near future marketed to under-employed groups and in areas of with high unemployment • One in every five full-time employees is a TFW • Offering training through Housekeeping Edge, Front Desk Agent, and • Since 2011, the total number of foreign workers employed in our Team Excellence workshops industry has increased by 25% • Helping members to retain staff through the AHLA’s Employer of • The turnover rate for foreign workers in 2012 was significantly lower Choice, employee benefits, and RRSP programs than the industry average • Promoting careers in our industry by working with educational The results of our survey also dispel two common myths about our institutions, with support from the AHLA’s Scholarship Program industry - that minimum wage jobs are the norm in our industry, and that foreign workers are consistently paid less than their Canadian Working together on a dynamic industry strategy is the best approach equivalents. to meet our challenge. The AHLA is preparing a Strategy for Industry Accommodation Labour We look forward to serving you! (SAIL) that will coordinate the work of government, the AHLA, and our members. Key elements of the strategy include:

alberta hospitality | 5 COVER STORY TIPS FOR HIRING FOREIGN WORKERS by Cynthia Hirak

With the current labour shortage, hiring temporary foreign workers has become necessary for many operators to be able to service their guests. Some managers don’t recognize the long lead time required to hire foreign workers - a process that can take more than six months.

6 | alberta hospitality TIPS FOR HIRING FOREIGN WORKERS

Forecasting Food Counter Food & Front Due to the long processing times involved in Attendant/Kitchen Beverage Desk Room hiring TFWs, it is critical to forecast your need Helper Server Clerk Attendant for staff. Don’t just look three months ahead; Athabasca - Grande consider your needs nine to twelve months Prairie - Peace River $11.79 $10.00 $13.00 $14.75 down the road. Evaluate past labour shortage trends and note the time periods when you Banff - Jasper - need more staff. Rocky Mountain House $11.50 $9.95 $13.00 $13.85 Eligibility $11.16 $10.00 $13.00 $14.07 To be eligible to hire temporary foreign workers (TFWs), you are required show Camrose - that there are no local Canadian citizens or $11.00 $10.00 $10.00 $13.85 permanent residents available to do the job. Edmonton $11.25 $10.00 $13.00 $13.15 Carefully research the labour market and ensure that you are offering the median wage - rate. This may be a factor in not being able to $10.25 $ 9.95 $11.32 $12.50 locate staff locally as you may be offering less than your average competitor. The following Red Deer $10.88 $10.00 $12.00 $13.85 chart will provide you with guidelines for the average hourly wage you should pay, Wood Buffalo - according to region. Cold Lake $13.00 $11.00 $17.30 $13.85

alberta hospitality | 7 TIPS FOR HIRING FOREIGN WORKERS

Advertising Positions Due to the long processing times involved Advertisement of the vacant position(s) should be conducted for a in hiring TFWs, it is critical to forecast your minimum of 4 weeks on the Government of Canada’s Job Bank website, in print media, or other general employment websites. Ensure that you need for staff. also target underrepresented groups such as aboriginal, youth, etc. You must provide a wide array of options for potential hires to apply such { as mail, fax, email, etc. This is required in case the local candidate does Applying for TFWs not have access to one of the options. The ads must also include the Once all your recruitment efforts have been completed, it is time to apply company’s operating name, business address, title of position, job duties, to the Temporary Foreign Worker Program. It’s recommended that you wage, and skill requirements. pre-register online for web service since the processing time is shorter. It is recommended to keep your recruitment efforts ongoing to ensure You don’t need to utilize the program right away when you register, but at that you are maximizing the benefits of advertising. An ongoing least you will be prepared if it’s required. If you have not had a chance to campaign will provide you with a list of good candidates looking for select a candidate, you may apply using the unnamed method, which will new opportunities. You will also be able to negotiate better advertising again allow you to reduce processing time. You may also view the status rates. If you come across someone that is qualified but you do not have a and progress of your application online, which will save you time in not vacancy at that time, keep in touch with them periodically so they know having to contact the call centre. you’re interested. Also, advertise within your industry as someone may During the process you must be able to demonstrate that you are able be able to refer a qualified candidate. to provide transportation for the relocation of the candidate, and ensure As you are in the process of recruiting, ensure that you track where they have provincial health coverage. Upon selection of the candidate, you have advertised, the length of the campaign, and how many you must provide an employment contract detailing the job offer. applications you received. As it is a requirement to keep resumes on file for a period of time, note each applicant’s name and whether or not they were interviewed and selected. Include why they were Reducing Fees not selected or their start dates. Once you are ready to submit your Service Canada is now charging a processing fee of $275 per vacancy that application for TFWs, attach this information, as it will be helpful to the is applied for. In order to reduce your costs, partner up with an industry Foreign Worker Unit to determine whether or not you tried to locate a associate to receive a large booking discount for advertising. Join with a candidate locally. travel agency to ensure you’re paying the lowest rates for travel.

8 | alberta hospitality TIPS FOR HIRING FOREIGN WORKERS

Selecting an Applicant Do not select a candidate based on a resume alone. Conduct an interview in person or via Skype to ensure the candidate will be suitable for your company. Read their body language during the interview since it can tell you a lot more than just what they say. Keep in contact with the selected candidate periodically to provide assurance that you are investing time and effort into getting them hired, and that they will not just be an employee number after they are hired.

Outsourcing The final way to reduce costs is outsourcing. It will save you time and money as consulting companies will manage all TFW recruiting activities on your behalf - providing summaries and updates as well as recommending the best options available. Most consulting companies also have the highest discount rates for advertising, and have partnered with a travel agency to get the best available The employing company must be Assuming that your company and the travel rates. Some companies even offer a incorporated, and must have a Labour Market candidate submitted the information guarantee, which means that if a selected Opinion (LMO) for that foreign worker with together, you will receive a decision candidate does not stay with you for a certain proof of ongoing recruitment efforts. If your within four months. Once the certificate time period; they will waive the placement TFW is on an open work permit, based on of nomination has been received, then the fee for the next candidate. their status as a post graduate, then you candidate must apply for their permanent do not need a LMO. The company must residency. The processing time at Citizenship Retention Through AINP complete a settlement and retention plan and Immigration Canada is dependent on the for the candidate to ease the transition into applicant’s country of citizenship, which will If a TFW server, room attendant, or front desk becoming a permanent resident, and be an be processing their background checks. clerk has offered outstanding service and you AHLA member in good standing. would like to employ them permanently, you During the process of nomination and may apply to the Alberta Immigrant Nominee The number of foreign workers you may application for permanent residency, you Program (AINP) and provide them with a nominate in a calendar year is dependent on must ensure that the employee maintains permanent job offer on company letterhead. how many rooms you have in your facility, but their legal status as a TFW. Your company The TFW must have been employed for at you may only nominate one front desk clerk should carefully estimate the processing time least six months and have a minimum of 3 per calendar year. and ensure you have a valid LMO for the years’ experience in that specific occupation Within 30 days of submission of the app- selected employee(s). before you can apply. lication, you will receive a file number.

alberta hospitality | 9 TRAVEL ALBERTA Highlights from the Travel Alberta Industry Conference by Shelley Grollmuss

Over 600 tourism industry professionals attended the 2013 Travel Alberta Industry Conference in October at The Fairmont Banff Springs. Under the theme “Connect & Collaborate”, the event provided inspiration, The new Alberta Tourism Framework will maximize the potential of the new contacts, and a few goosebump moments along the way. Keynote tourism industry to create jobs in all regions of the province, encourage speakers focused on topics ranging from generational gaps to mistakes investment to further diversify Alberta’s economy, and showcase Alberta to in tourism marketing; and over 25 breakout sessions gave insight into the world and potential residents. The Tourism Framework was developed tourism trends, tools, and tactics. by Alberta Tourism, Parks and Recreation and Travel Alberta following extensive discussion with people involved in the tourism industry. Here are a few highlights from two days of connecting and collaborating in Banff: The success of the Alberta Tourism Framework will be a team effort of Travel Alberta, government, and industry partners. By aligning efforts, we hope to maximize resources and make a stronger impact. Travel Alberta Annual General Meeting The Alberta Tourism Framework document can be found at www.tpr. Each year, Travel Alberta conducts an annual general meeting during the alberta.ca/tourism/framework/default.aspx. conference so that our industry partners can participate and learn about Travel Alberta’s strategic direction. Bruce Okabe, Travel Alberta’s Chief Executive Officer, presented the organization’s 2012-2013 Annual Report Alto Awards Gala while highlighting past successes and future directions. This report is now Excellence in Alberta tourism was celebrated October 28 with the available online at industry.travelalberta.com, and features a review of presentation of the 2013 Alberta Tourism Awards, known as the “Altos”, Travel Alberta’s strategic objectives, scorecard, and results for 2012-2013. by Minister Starke. This was a banner year for tourism in Alberta and tourism industry metrics The Alto Awards recognize individuals and organizations committed have shown positive results. In 2012, provincial hotel occupancy and to enriching Alberta’s tourism industry, and who inspire others and average daily room rate revenue increased 3.4% and 5.1% respectively; demonstrate what can be achieved by working together. Ten Altos were traffic increased by approximately 6.6% at both Edmonton and Calgary awarded in categories ranging from marketing to partnership to Alberta international airports; historic site and museum visits were up 7.2%; and pride. we’ve experienced significant increases in vehicle traffic at major border The 2013 Alto Ambassador Award was presented to Quinton Crow Shoe gateways, up 4.8%. This year also marks the third consecutive year that of . His early desire to share his culture led to a lifetime of tourism levy proceeds have increased; evidence of a robust business and creating authentic aboriginal experiences in Alberta for tourists from visitor economy. around the globe. This is truly an exceptional Albertan who has made an We continue to work through the fiscal year of 2013-2014 with the same outstanding contribution to the Alberta tourism industry. strategy - to grow tourism revenue by directing consumer-driven brand Applications for next year’s Alto awards will be posted to industry. marketing at youthfully-spirited travellers in high-yield markets. We will travelalberta.com in the spring. lead with breathtaking experiences that differentiate Alberta and drive visitation throughout the province. Save the Date Alberta’s Tourism Framework Holding this annual conference reflects one of Travel Alberta’s key business strategies: to mobilize industry. We are committed to working The Honourable Dr. Richard Starke, Minister of Alberta Tourism, Parks and and succeeding together as Team Alberta in the marketplace, and Recreation, laid out plans for Alberta’s tourism future. A new plan is in this event is a key component of Travel Alberta’s strategy to provide place to grow Alberta’s tourism industry from a $7.8 billion to $10.3 billion educational opportunities and support for our Alberta industry partners. industry by 2020. Conference delegates made the following comments about this year’s conference: “Great conference; well-structured and balanced with seminar presentations.” “The contacts I have made here have been the most beneficial thing for me.” “I was really inspired by the keynote speakers. [They brought] a different Click way to look at things.” We hope that you will join us next year at the 2014 Travel Alberta Industry & Read Conference, to be held October 19 to 21 at The Fairmont Banff Springs. Receive a Free Digital Copy of Alberta Hospitality. Shelley Grollmuss is Travel Alberta`s Vice-President of Industry Development. Email [email protected] to subscribe.

10 | alberta hospitality Up to 15 Mbps dedicated in-room WiFi*

* Translation: “More positive web reviews than you can shake a pillow mint at.”

Shaw Business can keep you and your guests connected with: • In-room guest WiFi • Crystal-clear phones • Ultra-fast Internet • Corporate connectivity • Tons of HD channels solutions Learn more about how WiFi impacts your business at www.shaw-business.ca/hospitality

SCS7223_Hospitality_AlbertaHosp_8.5x11.indd 1 10/16/13 8:13 AM

CLIENT: Shaw TRIM: 8.5” x 11” Cyan JOB NAME: September Vertical - Hospitality SAFETY: 8” x 10.5” Magenta DOCKET #: P13-1381 BLEED: 8.75” x 11.25” Yellow Black AD #: SCS7223 INSERTION DATE: None PUB: Alberta Hospitality PPI: 300 AD SPACE: None

OUTPUT SCALE: None PROOF #: 2 FONTS: Shaw DATE: 10-16-2013 8:13 AM

Studio WHIP:Volumes:Studio WHIP:SHAW:P-Dockets:P13-1381_Verticals_Print_Campaign:SCS7223_Hospitality_AlbertaHosp_8.5x11.indd FEATURE TRENDS IN RECREATION Fitness on the Go

by Carol Schram

As the global population ages, more people are looking for a health and fitness component when they travel, whether it’s for business or pleasure.

12 | alberta hospitality TRENDS IN RECREATION

“I see a lot of people over 50 using our treadmill to walk, and I’ve seen people using our pool area a lot more for exercise,” describes General Manager Tony Bielec of the Sawridge Inn and Conference Centre in Jasper. “I actually see people swimming laps now, which I haven’t seen in the past.” Sawridge Jasper updated its in-house fitness centre in 2013 while its sister properties in Fort McMurray and Peace River have upgrades planned for 2014. “More and more guests are making use of the on-site fitness facilities we offer,” notes Assistant General Manager Robin Galloway of the Sawridge Inn Peace River. “We offer yoga mats and exercise balls for in-room use, and we’re looking to increase the size of our [fitness] room and the equipment we offer to ensure we’re meeting the changing needs of our clients.” Photo courtesy of Hotel Arts Group

Indoor Activities The Radisson Hotel Edmonton South offers Many properties partner with tour operators to help their all its guests full access to a 22,000 sq. ft. full- service facility. Cliff Wing has managed the guests get the most from their outdoor experiences. Terrace Fitness and Racquet Club since the hotel took over its ownership back in 1991. {

alberta hospitality | 13 TRENDS IN RECREATION

the office tower rents it out at lunchtime and hires an instructor to teach yoga to their employees. If space permits, our members can join in for a fee. We’ve tried offering additional yoga and pilates but people didn’t want to pay the high cost.” Instead, the club’s in-house personal trainer has developed a brand-new activity that’s been a hit with the membership. “Tennis ball soccer is three-on-three, so you can play forward, defense or goalie. We have about 80 people who sign up, and it’s free for guests to come and join us. Each game is about 10 minutes long, and it can get pretty intense!”

Get Outside and Wheel Around When weather permits, hosts throughout Alberta encourage guests to take their activities to the great outdoors. “We have

Photo courtesy of Hotel Arts Group a lot of outdoor activities in Peace Country including , hunting, fishing, ice fishing, , quadding, and snowmobiling,” says Galloway. “Our guests also enjoy the trails along the river in Peace River – it’s perfect for walking the dogs or taking in a bike ride.” The Hotel Arts Group in Calgary has introduced a free bike-share program. Bikes are a big deal in Jasper, Bielec reports. “Everybody has a bike here. We have 60-feet plus of bike rack, and it’s jammed. We put in a set of bike lockers this year because we see { so many people coming in with road bikes. We’re now working with a local bike shop to “We’ve got two squash courts, a racquetball flood it too much when guests come down have bikes available for guests to rent, right court, cardio equipment, strength machines, to use it,” explains Wing. “We have about on the property.” free weights, salt water pool, hot tub, and 1,000 local members as well as punch-card a men’s gym upstairs with the heavier users, then our 235 guest rooms and the With a new spin on cycling, The Hotel Arts equipment,” Wing lists. “The main floor workers in the eighth-floor business tower Group in Calgary has introduced a free bike- is more of a corporate co-ed atmosphere.” that’s attached to the property.” share program this year to guests at Hotel Arts and its sister property, Kensington River Personal training and massage services are Wing says he’s seen plenty of trends come Inn. “We wanted our guests to have a chance also available for an additional cost. and go in his 22 years on the job. “We’ve to get out and explore the city because we “We primarily cater to the hotel and we limit recently converted our racquetball court into think there are lots of fun things to see and our public membership base, so we don’t a multi-use space. A gaming company from do,” says Director of Business Development

14 | alberta hospitality TRENDS IN RECREATION

Fraser Abbott. “We took the initiative and bought a fleet of 12 Brooklyn Cruiser Bikes - eight are at Hotel Arts and four are at the Kensington River Inn. They’re fantastic.” “The bicycles have little wooden boxes on the back, so people can fill them with picnic baskets, or raingear if the weather’s a little inclement. Last summer, we saw the bikes throughout downtown on the bike paths, at music festivals - all over. We’ve branded the boxes with the logos from the hotels and our restaurants, so they’re like movable billboards. It’s great advertising.”

Photo courtesy of Radisson Hotel Edmonton South Partner With the Experts Many properties partner with tour operators to help their guests get the most from their outdoor experiences. In Jasper, “We Back at Hotel Arts, guests can use the in-house in classes and bring in a DJ for their yoga on have several third parties for hiking and fitness centre or move up to a specialty Friday nights, which is kind of fun. If you don’t sightseeing,” describes Bielec. “Walks and offering at one of two third-party facilities have a membership, we have discounts for Talks Jasper does guided tours on the trail, on site. “Anytime Fitness is open 24 hours, our guests.” like wildlife viewing and birding. There’s with group classes and all kinds of stuff,” says Abbott also points out the appeal of Hotel also a group that will take you on a hike Abbott. “They’re franchised all across North Arts’ outdoor pool. “It might not be the to look at the glacier.” In Peace River, “We America, so if you’ve got a membership in greatest thing when it comes to fitness, but partner with Top of the Flyway Outfitters as L.A. and you’re coming up for a week to do it’s the best place to do your post-workout well as Chinchaga River Hunts to provide business in Calgary, your membership will relaxation. It’s a great place to unwind - and accommodations to hunters travelling to our let you use the gym for free. We’ve also got solar charge.” area,” reports Galloway. HotShop Hot Yoga and Spin. They offer drop-

alberta hospitality | 15 PROFILE Pomeroy Inn & Suites Olds by Megan Kopp

A self-confessed “pillow-plumper and picture-straightener,” General Manager Stephen Dodwell is not above doing whatever is needed to achieve professional service within the hospitality industry. With the new four-star plus Pomeroy Inn & Suites Olds property - which is in partnership with Olds College - under his wing, he’s excited by the possibilities.

The People Dodwell received a hotel degree from the University of Huddersfield in Yorkshire, England, close to 30 years ago. He spent a year at The Savoy Hotel in London, England while completing his degree. Starting with Swallow Hotels after graduating, he rose to food and beverage manager. In the early 1990s, Dodwell became General Manager for the Holiday Inn Bristol. When Scott’s Hospitality pulled out of the chain, the Returning to Canada, Dodwell was hired as General Manager at the hotel underwent a $20 million refurbishment and re-opened Pomeroy Inn & Suites in . With only 80 rooms, it was the as the Marriott in Bristol. In 2000, Dodwell pulled back from smallest hotel he had ever managed. hotel management and bought a guest lodge in Sundre with The Pomeroy Olds was already well past planning stages at this juncture; his wife Paula. although it had a “rather long birth”. Dr. Tom Thompson, current Six years later, they moved to Kelowna, opening a restaurant president of Olds College, had been at Grande Prairie College. He formed for a year-and-a-half before heading south to Mexico’s Yucatan a friendship with Bob Pomeroy, who opened the first Pomeroy Inn & Peninsula. The plan was to retire, but they ended up buying, Suites there in 2004. When Bob’s son Ryan took over the business in 2008, renovating, and flipping properties for the next three years. his expansion ideas turned to Olds.

1616 || albertaalberta hospitalityhospitality Olds College, like many educational institutions, is getting less core funding from the government. According to the Vice-President of Advancement at Olds College, Jordan Cleland, “Institutions interested in ‘future-proofing’ need to maximize ancillary revenue streams.” The Tourism and Hospitality program was new to Olds College for 2013. The college became a minority investor in the Pomeroy Olds venture with a 40% stake in a blind trust.

The Property Pomeroy Olds became the seventh property in one of the fastest growing regional extended- stay brands in Western Canada. Built on one corner of the beautiful Olds College campus, it opened its doors on July 5th, 2013. The World Plowing Festival was being held at the college on opening day, which translated to 100% capacity for the duration of the festival. The base business for the property is the tertiary market, focusing on business meetings, college Stephen Dodwell, events, sport teams, and oil industry crews General Manager looking for medium- to long-term stays. There are 11 different room types to meet all needs, including two, 1200-sq. ft. family suites. Convention facilities include a 6000- sq. ft. ballroom, which can be divided into three breakout rooms - as well as a small poolside party room used for team meetings, pizza parties, or birthday celebrations, which book the pool too. Thompson’s Taproom Bar and Grill opened in November 2013. A franchise working in a hotel facility, the 70-seat restaurant’s fare is described as “American comfort food”. “And no,” says Dodwell with a smile, “it’s not named for college president – that name is already on the bridal suite.” The college started a Brewmaster and Brewery Operations Management diploma program with facilities located at the west end of the hotel property in September 2013 – the first program of its kind in Western Canada. There are 26 first-year students currently in the program, with another 26 coming in next September. The goal is to sell the beer brewed in the course on a cost-recovery basis in the student pub and eventually in Thompson’s Taproom once regulatory approvals from the government are received. Guests of the Pomeroy can stroll down and tour the brewery facility if they are interested in learning more.

The Promise of Partnership A hotel, a college, a working brewery, a franchise - how does this complicated set of relationships work? “It takes us getting to know each other’s worlds,” says Dodwell. Cleland agrees, adding that “there were strong relationships between the principal parties to begin with.” In order to succeed, a venture such as this requires “clarity, trust, and good faith.” The next challenge will be integrating students into the hotel for training without impacting guest visits. Dodwell hopes to start using students early in 2014. The idea of different entities working together for greater good really appeals to Dodwell. “My goals are to hopefully get students to see this as a proper career, and to make this hotel as successful as it can be.”

albertaalberta hospitalityhospitality || 1717 ALBERTA’S TREASURES

Pond Hockey Tournaments Score Big by Debbie Minke

There’s nothing more Canadian than heading Organizers compile resources and volunteers outside with a pair of skates over your from six municipalities, which share the shoulder and a hockey stick in hand for a task of hosting the teams, spectators, and game of scrub hockey on the neighbour’s media in their hotels, restaurants, and stores. pond or backyard rink. We like it so much, in Community spirit is strengthened and fact, that we decided to make tournaments awareness of the region is increased as media out of this favourite winter pastime. Alberta coverage highlights the various events that hosts a number of pond hockey tournaments embody the tournament. around the province every year. After a year hiatus in 2012, what had quickly Usually, pond hockey is comprised of a team become northern Alberta’s favourite winter of three or four players competing against event returned to Lac Cardinal in 2013. The another team of three or four players with no 2014 APHA tournament will take place on goaltenders. The game is played on a natural Family Day weekend, from February 14 to 16, outdoor ice surface that is approximately 150 with 4 divisions - recreational, competitive, ft. by 75 ft., or 75% of a regulation ice surface. junior, and women. Winners of the A game is 30 minutes in length with two competitive division will be eligible to attend 15-minute halves. the World Pond Hockey Championships in The Alberta Pond Hockey Association Plaster Rock, NB later in the year. Photo courtesy of Kristin Dyck, Mile Zero News (APHA) hosted its first pond hockey event While the games are going on, family rinks in February 2007. Between 2007 and 2011 are available for parents and children to players in an exhibition hockey match. A total the event continued to grow, attracting skate on, and there’s a large tent onsite for of 374 players participated in the tournament, teams from all over Alberta and a few teams participants and spectators to warm up, grab which raised $100,000 for Right to Play. Every from Saskatchewan, , some food, buy some merchandise, and dollar fundraised was tripled, for a grand and even Ontario. Registrations increased enjoy the licensed beer gardens. On Saturday total of $400,000 that provided 8,000 children tremendously in five years, from 36 teams in evening a players and volunteer appreciation around the world with weekly sport and play 2007 to almost 90 in 2011. event is held with live entertainment and a programs for an entire year. The community greatly benefitted from the increased media The impact of these tournaments on silent auction. The 2014 tournament hopes to coverage and tourism generated by the event. tourism in the Peace Region is profound and include a speed skating demonstration and celebrated. In 2010, APHA was awarded an some cross country skiing as well. Other tournaments around the province Alto Marketing Excellence Award from Alberta This year’s sixth annual Kimmett Cup Pond include the three-on-three tournament at Tourism. These awards recognize creative Hockey Tournament will be held January Camp Evergreen near Camrose, the three- marketing campaigns that encourage travel 17-18 in Cochrane, the home of former on-three University of Alberta Pond Hockey to, and within, Alberta. The 2010 tournament U of A medicine student Lindsay Kimmett, who Tournament in Edmonton; Lace Up Pond was the largest pond hockey tournament in died in 2008 at the age of 26 in a tragic driving Hockey Tournament in Calgary; the Kinsmen the province to date, with 84 registered teams, accident. The 2013 pond hockey tournament On The Pond Mini Heritage Hockey Classic for 400 male and female players, 250 volunteers teamed up with Martin Parnell of Marathan 5-12 year-olds in Lac la Biche; and the Lake and 3,000 spectators coming to the Peace Quest 250 and the Right to Play organization, Louise Pond Hockey Classic in Banff National Region for some good Canadian fun. and set a Guinness World Record for the most Park.

18 | alberta hospitality Tour of Alberta - Inaugural Race a Great Success by Debbie Minke

Professional cyclists from more than 27 countries made their way to Alberta for the inaugural Tour of Alberta, Canada’s Pro Cycling Festival, held September 3-8. The race marked Canada’s first major international professional stage race, and Alberta’s first foray into the growing global sport of cycling. Ranked as a UCI 2.1 (Union Cycliste Internationale) course, the event was one of the highest-rated professional speed races in North America, and as such attracted many international athletes and their followers. The world-class Tour of Alberta was free to the public, and covered more than 800 km of urban and rural roads in the province. Over 50 communities of varying sizes were included in the course, with 10 community festivals held at each start and finish line, offering an exciting range of Alberta culture, food, and entertainment for participants and spectators alike.

Photo courtesy of Government of Alberta

However, the value of the Tour of Alberta extends far beyond the economic benefit experienced by every city, town, and hamlet the event covered. The race captured the world’s attention, with 41 million Photo courtesy of Government of Alberta viewers in 162 countries tuning in and being introduced to the great landscapes of our province and lesser-known attractions. Over 16 million impressions and mentions were made online, and the Tour of Alberta The race included a prologue and five stages that took the riders around website received 1.4 million page views from 47 countries. This media the province. The prologue took place in Edmonton, where 117 cyclists exposure is priceless. representing more than 15 teams, raced on a short 7.3 km course, on tight neighbourhood streets, ending at the Alberta legislature grounds. Not only did the race capture the world’s attention, it captured the Festivities included musical entertainment, beer gardens and food attention of Canadians. The number of spectators exceeded the vendors, children’s activities and bike demonstrations as well as a anticipated 300,000 as fans gathered in cities, towns, and along rural fundraising bike ride with the mayor and an opening night gala. The race roads to cheer the athletes on. Parents brought their children to the race came to an exciting finish in Calgary 5 days later, with closing festivities at and community festivals, where cyclists mingled with the crowd. the Stampede grounds. An estimated 100,000 spectators lined the route “The true value of events like these can’t be captured by economic on the final leg, cheering on the riders along the 132 km from Okotoks impact alone - it’s a total package,” explains Marco De Iaco, Vice President to Calgary. of Sports and Major Events for Tourism Calgary. “We evaluate success in The economic impact of the Tour of Alberta is being assessed by a study light of a number of factors. We look at community legacies beyond brick commissioned by the government. Preliminary estimates placed the and mortar. By providing access to this world-class event, we inspired impact on the province between $22 - $25 million, but final figures are adults and children alike to take up cycling and live an active and healthy still being confirmed. lifestyle.”

alberta hospitality | 19 FEATURE Expanding Your Circle of Trust

by Alan E. Young

If asked to define your “Circle of Trust”, you would likely come back with a select handful of your closest family and friends - people who you probably consider your confidants. They tell it like it is, but would not have a bad word to say about you outside of this sphere. It’s a safe place.

20 | alberta hospitality expanding your circle of trust

However, as a hotelier, your “Circle of Trust” is comprised of thousands of people. Most of them you don’t know personally. In fact, many of them you have never even met before. 92% of consumers worldwide said they trust “earned They know you and have a strong opinion of media”… above all other forms of advertising. you. The people in this circle are talking about you to their neighbours, to all of their social media friends, and even telling people they { have never met about you. They are writing about you; in a best case scenario they are the process of sharing recommendations has Increasing Reviews via Surveys saying very nice things. At other times, not become much easier, although oftentimes so much. Reviews and social media have an impact unsolicited (as it pops up in your Facebook on booking decisions - and ultimately your Guest feedback is growing. It’s exploding. stream and you think, “I should try that hotel bottom line. Specific to review sites, higher- Feedback that was once confined to an the next time I am in Red Deer”). ranking hotels earn better visibility, which in-room survey and traditional word-of- The bottom line is that people trust lends itself to a greater appeal amongst mouth is now a billboard in the form of online recommendations from people they know. travellers, which in turn results in more heads reviews, social media posts, and photos for all And who they “know” is growing as you in beds. to see. Your “Circle of Trust” is now made up of see what friends of friends have to say and all these people, sharing stories, anecdotes, You can generate more reviews by using suggest across social networks. On review and details of their stay. If it’s all working surveys. By sending a survey to past guests, sites you might not even know the person, yet well, this circle is a source of referrals - and you create a wealth of user content on your they become a trusted source of information powerful ones at that. own website. Review sites are still very just by the high level of detail they have important, so you need to decide where According to Nielsen’s Global Trust Survey, an shared about a particular experience and the you want the feedback and content to astonishing 92% of consumers worldwide number of past reviews they have posted. reside. You may send 25% to your own site, said they trust “earned media” (word-of- Put this all together, and you can see how and 40% to TripAdvisor, and the rest to some mouth, friends, and family) above all other why your hotel’s “Circle of Trust” is multiplying. combination of Yelp!, Google+ and Booking. forms of advertising. This is an 18% jump You can’t stop its expansion, but you can com. The more reviews, the better the score. since 2007! Social media and review sites influence it. The better the score, the higher the visibility. have no doubt contributed to this increase as And best of all, you can charge more as your scores improve.

alberta hospitality | 21 expanding your circle of trust

68% of people say they would choose a hotel with management responses over a comparable hotel { without them.

The TrustScore, a ranking based on a possible A centralized dashboard shows the number on your website and post your TrustScore on top billing of 100, is a compilation of guest of new reviews, positive vs. negative, what your home page as a seal of approval. feedback across all major user-generated guests are saying about service, location, sites, which measures how a hotel is rated food, beds and more. It also shows the in one easy-to-read score. Content from over management response rate and allows you to The AHLA and TrustYou 250 sites goes into the determination. The reply to reviews directly from the tool. You can The AHLA is a preferred partner and reseller star-rating of your property is not taken into even benchmark against your competitors to for TrustYou, so AHLA members can sign up account, which means that three- and four- see how you are doing in review volume and for the service at a preferred rate. star accommodations can compete with responses. TrustYou will deliver a data dashboard to the once-superior five-star set, if guests are the AHLA, listing trust and sentiment scores posting positive comments. Replying to Reviews for each hotel in the association. The AHLA Engaging with guests on social media will then communicate these scores back to platforms - before, after and during their stay Responding to reviews can have a big impact member properties, so they can see where - also helps to strengthen the bonds within on your “Circle of Trust”. Hotels that respond they can improve. This should increase your “Circle of Trust.” to online guest reviews, whether positive or the overall trust scores of hotels in Alberta negative, average 6% higher review scores resulting in increased travel to the province. than those that don’t. Management responses Monitoring Tools are so important that 68% of people say In the new national booking site - checkincanada.com - an aggregate score As the number of reviews multiplies, it’s they would choose a hotel with management responses over a comparable hotel without of guest reviews from across the web will important to have a tool that can aggregate be compiled and presented in an easy-to- and analyze the tremendous sea of data them. Even negative reviews, which have responses, show a positive impact, with 79% view graph with short comments, making it out there about your hotel. The AHLA has quick and easy for guests to get feedback partnered with TrustYou to provide this of travellers saying they feel reassured by seeing that the hotel is listening. encouraging them to stay on the site and book service to members. With their semantic rather than going to another review site. analysis technology, they can break down what is being said and deliver the trends Marketing Your Success and sentiment behind all of this online Alan E. Young is SVP of Strategic Partnerships feedback. And this is done in over 20 You’ve listened to your guests and made for TrustYou. languages, so you can actually understand service and operational adjustments what your international guests are saying accordingly. You have received more reviews about you. and higher scores. Highlight these accolades

22 | alberta hospitality HR MATTERS

Creating a Great Place to Work by Lisa Blue

better place to work? By looking within, you can begin to identify where your organization excels as an employer, as well as where the gaps are. The inward focus is essential because the employment relationship needs to build on - and support - an organization’s business strategy, culture, and talent requirements. That’s why creating a great place to work is an inside job. Do you know why your staff enjoy working for your organization? Do you know why your staff continue to work for your property? For employees to feel committed to your hotel, they need to have a stake in it. Organizations need to make it a priority to encourage a sense of ownership among staff by improving internal communication, staff feedback, and team building. Having a reliable tool to measure the results is a great opportunity to see if the efforts are effective. In today’s difficult labour market, employers have to offer more to attract the best. The AHLA’s Employer of Choice designation will advertise that you are an employer that offers Some organizations place a lot of emphasis on understanding external more. It will help new workers to choose which employer they want to or industry best practices when seeking out ways to better attract work for - and help you to keep star performers. and retain talent. But the employment relationship is precisely that – a relationship between the organization and individuals who work The EOC program provides objective feedback based on documentation there. In this context, best practices may not even be meaningful. You and surveys. In addition to the audit report ensuring that organizations wouldn’t adopt another organization’s business strategy. And for the are complying with applicable legislative requirements, the survey same reasons, you’re not going to engage employees’ hearts and minds identifies the practices that employees appreciate the most. At the end by just copying what others do from a total rewards perspective. of the process, organizations receive a detailed report outlining their strengths and potential areas for improvement. In reality, the best road to becoming an employer of choice is one that takes you on an inward journey. It’s not about figuring out what works An Employer of Choice designation is not only recognized and valued elsewhere or what most companies are doing. It’s about finding that by employees; customers recognize hotels with an Employer of Choice special magic that propels your own organization to greatness. designation as a place that is likely to provide a better level of service than their competitor. Consider the results on the list of Canada’s Top 100 Employers, where the editors of a specialty publisher, sifted through a daunting amount of Consider completing the Employer of Choice survey to help you become information to analyze each applicant’s operations and HR practices, and the best employer you can be. It will give you feedback on what your after an extensive review, the winners emerged. Publishing a detailed best HR practices are as well as how you can improve. “reason for selection” is a distinguishing feature of the competition where it provides a transparency in the selection of winners and “raises the bar” so that other employers can discover and adopt initiatives that work well elsewhere. Some organizations emphasized opportunities for promotion and UPCOMING ISSUE advancement. Others spoke to culture, highlighting team-oriented Closes February 28 Spring 2014 Publishes April 11 environments and accessible leaders. A few pointed to flexible work arrangements or focused on employee wellness. And some noted they • Improving Cost Ratios also took time to have fun. Every organization had its own unique story to tell. More importantly, what works well in one organization may not • Improving Accessibility fly at all in another. Not every company can lay claim to a family-oriented environment or entrepreneurial culture. Flexible work arrangements may • Tourism in Fort McMurray not be suitable in every situation. Not every organization can deliver • Best Practices for Working with OTAs significant promotional opportunities. So what’s your organization’s story? How does it seek to make its mark Extra distribution at the 2014 AHLA Convention & Trade Show in the world? What does it do to engage the hearts and minds of employees? Are there opportunities to make the organization an even Call 1-800-667-0955 to book your ad

alberta hospitality | 23 The AHLA’s Annual Convention & Trade Show Sparking Creativity and Innovation!

“...loved the networking and learning opportunities... especially the hiring of various generations…” ~ 2013 Convention Attendee

Despite the many benefits of technology, { there is no substitute for live, in-person can also be witnessed with the Award of Encounter New Vendors and Suppliers - Too conventions. Our event gives you the Distinction and Life Member presentations often people shy away from trade shows for opportunity to watch and learn from visual during the Chairman’s Dinner. fear they will have to talk to salespeople. cues and body language while enjoying the However, these industry suppliers are some overall atmosphere and environment. If you Our chosen venue this year -The Banff Centre - of the best people for you to get to know, have not yet had an opportunity to attend, will be unique and spectacular, and combined if you want to learn more and discover the here’s what you can expect: with the majestic views, we anticipate much inspirational learning. Founded in 1933, this current innovative products and services for The AHLA convention kicks off with Alberta’s world-class facility plays host to international your business. Plus, these vendors fully grasp only industry-specific trade show, where you conferences as well as arts, music, and film what is happening inside your competition. and suppliers exchange information and share festivals. Over 8,000 artists, leaders, and Turn them into your friends and allies. all that’s new in the industry. The keynote researchers have participated in the various Position Yourself As An Expert - People like speaker kicks off the next day inspiring and programs they have to offer. to associate with the experts in the industry. motivating everyone in attendance. Previous When you are active in your industry, you speakers include Hockey Night in Canada’s can develop a reputation as a specialist to Ron MacLean, John Furlong, CEO of the 2010 Why You Should Attend your peers and your clients. If your strategy Vancouver Olympic Organizing Committee, Educational Opportunities - No matter how is to be the best-kept secret in your business Hotel Rwanda’s Paul Rusesabagina, and Mary experienced we are at our businesses, we all community, you will be missing a valuable Flynn of the Disney Institute. can learn. Working in a business venture can opportunity to share your expertise. Over the next two days, you have an be isolating, and without exposure to a variety Refuel and Have Fun - All work and no play can opportunity to choose from a variety of of points of view, we can miss new ideas and get old fast. Our convention will add a layer informative business sessions designed trends that can impact future results. This of enjoyment when managing your career to educate and enhance your skills. In aspect of our convention will expose you to growth by mixing a social aspect into your the past, such topics as eliminating bed new ways of conducting business and help learning. Never underestimate the power of a bugs, improving guest service, revenue you discover how to be more productive. little fun mixed with some interesting people! management, environmental stewardship, Networking with Your Peers - Hoteliers from Take an extra day at the beginning or end of technology trends, and enhanced marketing other regions of the province are valuable your trip and maximize your investment. techniques have been offered. resources for referrals and best practices. If you invest the time and money to attend, Celebration is a huge component of the AHLA’s You also have access to the presenters to we can almost guarantee that you will return annual event. A highlight for many attendees ask questions, share ideas, and expand on home with new tools, valuable contacts, and a is the presentation of the Housekeeping topics. Collaboration is the way to approach renewed approach that will help you manage Awards at a gala dinner. Others enjoy hearing networking. Most people help each other and grow your business better than before. the many stories shared about long-term uncover ideas and spark inspiration when Mark Your Calendars Now for April 24 to 26, employees/employers who receive/achieve they get to know each other on a personal 2014 at The Banff Centre - we look forward to the Gold Key Award or Employer of Choice level. seeing you! designation. Honouring the industry’s best

24 | alberta hospitality WHAT’S NEW?

by Debbie Minke

Electrolux Professional’s High Spin Washers (H series) that have earned eliminating moisture, odours, and gases released from fresh foods in your the ENERGY STAR® have now increased to include washers with a capacity cooler. This innovative, passive, and environmentally-friendly product larger than 105 litres (up to 45lbs). The H series combines technology with helps reduce organic waste, keeping food fresh up to 50% longer. Visit green thinking and low running costs. Energy-efficient, its durable, robust www.ethicalplanet.ca for more details. construction and high technology manufacturing is built to respect the The Enevo ONe Collect system is a service in waste logistics that uses sonar environment at every point of production usage and disposal. technology to monitor the fill levels of your containers and communicate Kaba, provider of Saflok™ and ILCO™ electronic locks, has launched its this information to a web-based server. ONe Collect then calculates new WiFi communications backbone for online hotel locks. The advanced optimized collection schedules and routes based on real-time data from online door lock system uses Zigbee communication and WiFI to secure your container, helping you save up to 40% on your waste collection costs. historic properties and other difficult-to-cable hotels. Kaba’s Quantum Go to www.enevo.com for information. Messenger door locks continually communicate their status across an FREEWAITER offers an easy-to-use mobile self-ordering service, supporting online network that monitors the guest door for greater security. If a smartphones connected by any Wi-Fi or cellular network. Customers can guestroom door is left ajar, guest services or security can be automatically easily order from their phones or your Facebook and web pages, pay notified to respond. The Messenger wireless system allows web-based and track their orders. Hotel guests can access hotel electronic menus by monitoring of electronic door locks and keys for guestrooms and back- scanning the QR code labels specifying ordering locations. FREEWAITER of-the-house doors, including ballrooms, meeting rooms, service closets, can also automatically detect guest location with new technology using employee entrances, mechanical areas, and storerooms. sensors connected to the Wi-Fi network. Staff can confirm the order with Chrisal Canada’s probiotic cleaning products have now been launched the guest prior to accepting it. Go to www.freewaiter.com for details. in Canada. Through competitive exclusion, Chrisal’s good bacteria thrive EarthBin is a new environmentally-friendly, cost-effective waste bin that and overpower harmful bacteria, driving them from surfaces. Pathogens looks good while being easy to maintain and service. The EarthBin’s low and odour-causing bad bacteria normally hide under the biofilm, and feed height encourages users to deposit trash or recycling. The enclosure are unreachable by disinfectants or chemicals. Chrisal’s billions of healthy lids hold open and then self-close, keeping pests out and odours in. Since probiotics break through the biofilm, take over the space, and continue the waste is stored in a sealed container over 1.8 metres underground, to clean for 3-5 days after each application. Visit www.chrisal.ca for more trash in the bin stays cool and odour-free, and self-compacts under the information. weight of new garbage or recycling dropped into the bin. When full, the The RD Fresh 100% natural refrigeration dehumidifier service is a EarthBin can be emptied by a standard front loader garbage truck. Find out natural mineral system that contains zeolites and works by trapping and more at www.earth-bin.com.

alberta hospitality | 25 FEATURE Growing Alberta’s Tourism Industry by Dr. Richard Starke

Tourism has huge potential to diversify our economy and build Alberta.

26 | alberta hospitality Growing Alberta’s Tourism Industry

We are fortunate to live in one of the most breathtaking places on earth, competition for collaboration so we can attract even more visitors and as vast as it is varied in landscape and experiences. We are a four-season continue to tell Alberta’s story to the world. destination with so much to offer travellers: the iconic Rocky Mountains, The Alberta Tourism Framework demonstrates the Alberta government’s the alluring Badlands, peaceful prairies, placid lakes, a diverse cultural ongoing commitment to the sustainability, growth, and competitiveness history, and vibrant urban and rural centres. of the industry. It will guide us on the best path to maximize the many We know visitors are looking for unique and authentic experiences and opportunities within Alberta through five key priorities. Alberta delivers—from rodeos and dog sledding, to participating in an Aboriginal round dance and gazing at the stars. To grow our industry we Priority 1: Innovation and Development need to create more of these compelling experiences to stand out in a This means encouraging entrepreneurial investment to produce more competitive marketplace. innovative experiences for the traveller as well as new and renewed The Tourism industry already employs 139,000 people, sustains more destinations. It will require industry partners with shared destinations than 19,000 businesses, and it contributed $1.15 billion in tax revenue and interests to work together to identify gaps in the tourism experience. to Alberta’s economy in 2011. The Alberta government is committed to Knowing where we can improve will help determine tourism industry growing the industry to create more jobs and additional investment in needs and produce new and enhanced tourism products. communities across the province. On October 29th at the Travel Alberta Industry Conference, I was proud Priority 2: Accessibility to release the Alberta Tourism Framework. The framework aligns the We want to improve visitor accessibility to Alberta and its regions. This Government of Alberta, Travel Alberta, the Alberta Strategic Tourism includes increasing air access to and within Alberta from priority target Council, and industry partners under one, multi-year plan to grow markets to grow inbound travel annually. The Government of Alberta will the tourism industry from 7.8 to 10.3 billion dollars annually by 2020. lead discussions with key stakeholders and advocate for industry at the The framework creates a common vision, and sets long-term targets, federal table. We also want to make sure the tourism industry has access key priorities, and outcomes to guide both tourism marketing and to a motivated, educated, skilled, and professional tourism labour force. development in a coordinated and integrated fashion. Working across ministries and with educational institutions and tourism Industry told us they needed a plan to successfully grow tourism in organizations, we will develop strategic initiatives to address the labour Alberta and we have listened. The framework asks all of us to trade force needs of the tourism industry.

alberta hospitality | 27 Growing Alberta’s Tourism Industry

execute a coordinated approach to the access and delivery of tourism development and marketing services. In addition, through Collaborative Tourism Initiatives, regional and sectoral destination management plans will be prepared that are aligned and integrated with Alberta’s Tourism Framework. Pilot projects and ongoing evaluations will identify best practices and inform future Collaborative Tourism Initiatives.

Priority 5: Research All of the above would be supported by a comprehensive, science-based research approach that drives decisions.

Priority 3: Marketing Learn more about Alberta’s Tourism Framework at www.tpr.alberta.ca. We want to ensure Alberta’s tourism brand awareness and marketing efforts are effective in international and domestic markets. This requires Our journey to 2020 has just begun. In the new year, we will be meeting targeting visitors who stay the longest and spend the most. Travel with stakeholders to create detailed, tactical plans. Alberta has identified the following as potential high-yield markets: As a member of our hospitality sector, you play a vital role in the visitor Alberta and Canada, the US, the UK, Germany, China, Japan, South Korea, experience. I look forward to your participation as we move forward with Australia, the Netherlands, India, and Mexico. implementing the framework and growing Alberta’s tourism industry. Together, we can make Alberta a destination of choice for tourists Priority 4: Alignment everywhere. Success will not happen without industry alignment and open communication to pursue common goals. To support collaboration, Dr. Richard Starke is Minister of Tourism, Parks and Recreation. Alberta Tourism, Parks and Recreation and Travel Alberta will lead and

28 | alberta hospitality NAMES IN THE NEWS

Winter 2014 by Debbie Minke

Congratulations to the following new General Managers: Violet After a five-month worldwide search, Four Seasons Hotels and Resorts Anderson, Chateau Nova Yellowhead, Edmonton; Bonnie Brown, Best has named Allen Smith as its new President & CEO. Smith comes to the Western PLUS Mountain View Inn & Suites, Sundre; Darlene Carlson, Best Canadian-based luxury hotel group after serving as CEO of Prudential Western PLUS Sun Country, Medicine Hat; Gail Chasse, The Cedars Motel, Real Estate Investors since 2008. Edson; Martin Cho, Horizon Motel, St Albert; James Chung, Thriftlodge Delta Hotels & Resorts has won the Hotel Association of Canada’s Sportsman Inn, Claresholm; Michael Chung, Super 8 Athabasca; Pierre 2013 Hall of Fame Awards of Excellence in the category of Green Key Comeau, Stardust Motel, Pincher Creek; Ashley Cooper, EconoLodge Environment. The company has also been recognized as one of the 50 Inn & Suites Hinton; Sumit Chowdhary, Coliseum Inn, Edmonton; Karla best employers in Canada, ranking 28 out of 84 eligible organizations. Cousins, Best Western Diamond Inn, Three Hills; Charlotte Cunningham, This marks the 14th year that the Delta has received this recognition. Peavine Inn & Suites, High Prairie; Aly Dhanji, Holiday Inn Express Companies are ranked according to employee engagement, not just and Suites Edmonton North; Andre Fabbri, Lake Louise Inn; Sylvester satisfaction or benefits programs. Freeman, Acclaim Hotel Calgary Airport; Pratik Giri, Sundowner Inn, Edson; Lana Goldie, Best Western PLUS Red Deer Inn & Suites; Margaret SilverBirch Hotels & Resorts will soon break ground for its new Residence Graham, Ramada Camrose; Chad Gulevich, Mountaineer Lodge, Lake Inn by Marriott Hotel in downtown Calgary. The new 360-room property Louise; Tammy Hamilton, Coast Hotel Medicine Hat; Cheryl Hardy, will include the new 10,000 sq. ft. SilverBirch Conference Centre. Catering Ramada Cochrane; Sarah Henshaw, Radisson Hotel & Conference Center to business travellers looking for a long-term stay, the all-suite hotel will Canmore; Cheryl Herron, Canalta Oyen; Lexi Huang, Sundre Hotel; offer full kitchens, separate living and sleeping areas, access to in-hotel Jordan Irwin, High Country Inn, Banff; and Dale Isley, Best Western business services, and a 24/7 self-serve food and beverage pantry. The Bonnyville Inn & Suites. opening is scheduled for 2016. The $100-million, 33-storey hotel will be one of the largest Residence Inns in the world and the biggest in Canada. More new GMs include Shemina Jiwani, Grande Rockies Resort, Canmore; George Johnson, Slave Lake Inn & Conference Centre; Darren The Hôtel Le Germain in Calgary was listed as the #5 hotel in Western Judd, Nova Inn, Edson; Gabrielle Kim, Travellers Inn Camrose; Joe Kim, Canada by the 2013 Condé Nast Traveler Readers’ Choice Awards. Waldorf Hotel, Leduc; Salil Kulkarni, Courtyard by Marriott, Edmonton; Electrolux Professional’s T4300LE Heat Pump Dryer has won an award Brian LaBerge, Grande Mountain Lodge, Grande Cache; Gary Lad, from the Swedish group BeBo for being the most energy-efficient, cost- Travelodge Brooks; Josh Lee, Foxwood Inn & Suites, Drayton Valley; effective and fastest dryer in the multi-housing market. Cindy Lessrud, Caledonia Motor Inn, Viking; Alex Linquist, Ponoka If you have any noteworthy awards or community contributions, please Stampeder Inn; Dale MacMillan, Douglas Fir Resort & Chalets, Banff; email the details to Debbie at [email protected]. Angelo Mangatal, Executive on the Ridge, Medicine Hat; Tracy McGrath, The Bridgeport Inn, Fort McMurray; Eileen McGuire, Dee-Jay Motel, Grimshaw; Nancy Moss, Quality Inn Whitecourt; Cas Nazaire, Howard Johnson Hotel West Edmonton; James Oh, Best Western Innisfail Inn; Teresa Pacheco, Holiday Inn Canmore; Jeremy Park, Hi Valley Motor Inn, Valleyview; Bobby Randhawa, Windmill Motel, Youngstown; Rob Rollingson, Travelodge Calgary University; Luke Sunderland, The Banff ADVERTISERS Winter 2014 Centre; Julie Whiteway, Rimbey Motor Inn; Ian Wilson, Days Inn Hinton; Tim Wolf, Holiday Inn Express & Suites, Slave Lake; and Kamran Zafar, Northwest Inn, Slave Lake. AHLA 28 McCallum Printing Group 9 Leila Grobel is the new GM at the Canalta Provost as well as the following Alberta Hotel Safety Association 27 Overseas Immigration 9 properties in Edmonton: Bellamy Manor, Jasper Court, Plaza 101, and The Alberta Laundry Systems BC Patio Frontiers 14 Oliver Tower. Angelo Talarico is the new GM at Eastwood Manor, Marquis Apartments, and Riviera Gardens in Edmonton. Christopher Carpets 30 Sealy Canada 7 Coronet Equipment IFC Shaw 11 Michele McKenzie, President and CEO of the EMCO Corp. 25 Superior Quilting 15 Canadian Tourism Commission (CTC), has been Encore Draperies 7 Trafco Canada 30 honoured in the public sector leaders category Image Distributors 13 TrustYou 21 by the Women’s Executive Network as one of Independent Supply 18 WESTECO Inc 5 Canada’s Most Powerful Women: The Top 100. Congratulations! Jani-King of Southern Alberta 15 Western Financial IBC LivClean Corporation 8 Whiteshell 8

alberta hospitality | 29 Making Great First Impressions by David Wilson

No doubt you’ve heard the saying, “You can’t judge a book by its cover”. In most cases it is true, but have you ever wondered why publishers spend thousands, if not hundreds of thousands of dollars just getting the cover right? Likewise, guests will get their first impression of your hotel when viewing and experiencing the exterior. You want to make guests feel welcome, secure, and impressed by your property. Incredibly, you only have 10 seconds to win your customer over upon arrival. Will After cleaning, some of the simplest and are used for highway and airfield markings your hotel’s entrance drive, parking lot, most economical improvements can include that will outlast the asphalt! They can be and exterior make a great first impression, good, efficient, and reliable lighting. If you applied in less than a day, and offer the or are they dark, dingy, and dirty spaces can’t change all your lights at once, start added advantage of creating an anti-slip where a guest will feel uncomfortable? Are small and replace a few lights at a time. environment, which is essential in Canada’s the entrance mats changed daily so they’re winter. always clean? Is there gum on the driveway Painting can spruce up stairwells, the parking that you can’t remove? Is the parking lot lot, and the drop off area of your hotel. Make sure the exterior of your property gives well lit? Are the stairwells freshly painted? Is When was the last time they were painted? a great first impression and sets up your there clear signage directing guests from the Is the paint still there after the winter? There guests for a memorable stay. parking lot to the lobby? are some fantastic, acrylic-based paints that

30 | alberta hospitality

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