albertahospitality

The Official Magazine of the Alberta Hotel and Lodging Association

Betting Big on BLEISURE p8 THE AIRBNB How your hotel guests are Migraine p12 mixing business with pleasure Rethinking ROOM SERVICE p26

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this issue BETTING BIG ON BLEISURE In the past few years, hoteliers worldwide have seen an increase in a crossover 8 between business and leisure stays, what’s become known as bleisure.

7 Building Strength in Edmonton’s Core 12 The AirBNB Migraine - Short-Term Rentals Disrupt the Marketplace 16 Profile: Campus Tower Suite Hotel 19 Working Together to Improve Visitor in every issue Relationships 4 Chairman’s Report 20 The Technology Tsunami - Outfitting 6 President & CEO’s Message Your Hotel for Tomorrow 15 Alberta’s Treasures 18 HR Matters 26 Rethinking Room Service - Changing 25 Names in the News With the Times 29 What’s New? 30 AHLA’s Programs

Cover photo courtesy of Travel Alberta CHAIRMAN’S REPORT

Minimum Wage Increases by Steven Watters alberta hospitality In early June, the AHLA attended a minimum wage consultation with other employer groups. Other attendees included Restaurants Official magazine of Canada, the Retail Council of Canada, Canadian rate is the highest it has been since 2010. Federation of Independent Business, Alberta Youth unemployment has grown to 11.2%. Chambers of Commerce, and a number of The impact of increasing the minimum wage INSPIRING SERVICE, GROWING VALUE other economic development and industry will trickle up to all operating positions. In stakeholders. All groups had similar concerns AHLA other words, up to 100% of staff may receive 2707 Ellwood Drive, about the potential impact of a minimum some level of increase in wages to maintain Edmonton AB, T6X 0P7 wage increase. relative value to the 10% of staff the change Toll Free: 1.888.436.6112 is intended to help. www.ahla.ca Premier Rachel Notley opened the session indicating that there will be other Not taken into account is that a vast number CHAIR OF THE BOARD opportunities to consult and she supports Steven Watters of minimum wage earners are food & a measured, balanced, and reasonable beverage servers who already earn wages FIRST VICE CHAIR approach. She left immediately following her Perry Batke (with tips) well in excess of the proposed opening remarks. levels. Most liquor servers would not trade VICE CHAIRS higher wages for reduced hours of work and Robin Cumine The Honourable Lori Sigurdson, Minister of Leanne Shaw-Brotherston Jobs, Skills, Training and Labour, stated that less opportunity to earn gratuities. The reality the NDP government would follow through is that workers will earn less as there may PAST CHAIR Perry Wilford on their election campaign promise to be no choice but to cut back hours. This will increase Alberta’s minimum wage to $15 per be a significant drop for positions that earn PRESIDENT & CEO Dave Kaiser hour by 2018. She said that if there are no gratuities, where there could be 8-10 fewer employers, there are no jobs. As such, they hours worked each week, meaning that many DIRECTORS NORTH hours lost in tips. Amr Awad want to hear from industry. Shazma Charania Youth, young adults, people with disabilities, George Marine The government provided three questions for Ken Mealey the group to ponder: and individuals entering the workforce will also be impacted by the minimum wage DIRECTORS CENTRAL Topic 1: How do we best implement the increase. These job seekers will be challenged Karen Naylor increase to $15 per hour by 2018 in a phased, Tina Tobin to demonstrate their worth at the elevated manageable way? What should the first wages proposed. This will impose undue DIRECTORS SOUTH increase be? Chris Barr hardship on business owners who must Cory Haggar Topic 2: What is the best approach to phasing re-engineer their businesses to avoid losses Dwayne Stratton out the liquor server rate? or bankruptcy.

Topic 3: What economic and social indicators The struggle to remain profitable will result in Alberta Hospitality is published quarterly by: should we consider to determine the effects cuts to other areas, including local charities, of increasing the minimum wage and to sport teams, training allowances, benefit PUBLICATIONS inform employers of future adjustments? programs, etc. The added costs cannot be T 604-574-4577 1-800-667-0955 F 604-574-2196 Increasing the minimum wage and phasing passed on to the customers in a market that, [email protected] out the liquor server differential seem non- in some regions, is already over-supplied with www.emcmarketing.com negotiable to the government. The discussion vendors from stronger economic times. Price cutting is already taking place in an attempt Publisher & Editor - Joyce Hayne was focused mainly on implementation. To set Copy Editor - Debbie Minke the targets without considering the economic to secure volumes to maintain profitability. Design & Layout - Krysta Furioso and social effects first seems counter-intuitive. On behalf of our members, the AHLA has By living up to the commitment they ran their provided input to the Finance Minister for PUBLICATIONS MAIL AGREEMENT NO. 40026059 campaign on, our newly elected government the 2015 and 2016 provincial budget. Our RETURN UNDELIVERABLE CANADIAN ADDRESSES TO is not considering that the consequences may response includes a recommendation to CIRCULATION DEPT EMC PUBLICATIONS far outweigh their positive intentions. 19073 63 AVE moderate future wage increases. The AHLA SURREY BC V3S 8G7 With the price of oil drastically falling, Alberta’s will continue to press government on this email: [email protected] economy has taken a significant downturn issue. Talk to your MLA and ensure your voice and there is no sign of recovery in the short is heard. We must work together in hopes of term. Our province could be heading into a a more reasonable outcome for minimum recession. The 6% provincial unemployment wage increases. alberta hospitality | 5 PRESIDENT & CEO’S MESSAGE

Check In Canada by Dave Kaiser

“To connect every guest directly to the hotels engine on their digital platforms. Travel and lodging that serve them.” Alberta recently launched a new North American accommodation search page on This is the strategic vision for Check In Finally, we know consumers have lots www.travelalberta.com that pulls dynamic Canada as we strive to help our industry of options when it comes to searching hotel content from our Check In Canada lower its customer acquisition costs and for accommodations online. We must database. With support from the BC Hotel own the relationship with their guests. Much offer dynamic hotel rate and availability Association, Destination BC’s version of the progress has been made in recent months as information and rich content, including Check In Canada solution is set to launch we continue to build support with industry consumer reviews, if we want travellers to later in 2015. associations and destination marketing book through Check In Canada. We are excited organizations across Canada. The ability to share consumer insights about the enhancements planned for version The national strategy for Check In Canada is captured on the Check In Canada platform is 2.0, which will be released in the near future. built on four strategic objectives: an important value proposition for destination Importantly, version 2.0 will function as a marketing organizations. Knowing the origin white label solution on destination websites 1. To harness the marketing strength and and demographics of consumers who respond that implement it. This will allow destinations collective power of Canada’s tourism industry to specific campaigns can dramatically to customize the booking widget to match 2. To capture and share insight from consumer improve the Return on Investment on their their own branding. behaviour to drive marketing excellence marketing investments. Much work remains to build a national 3. To collect, aggregate and publish timely Building a comprehensive database of hotel accommodation platform that can be utilized and relevant hotel and lodging information and lodging property content is essential, by destination marketing organizations across for consumers so Check In Canada can become the official Canada. However, the potential to enhance 4. To provide a superior experience for accommodation directory for a destination. the guest experience and drive economic travellers to select and book accommodation With this in mind, we are implementing a new prosperity for the tourism and hospitality low cost annual fee to encourage participation industries in Canada is certainly worth the We are pleased that Travel Alberta and and a performance charge based on actual effort. Destination BC will support Check In Canada book direct referrals. Our goal is to ensure the We look forward to serving you! as the accommodation “book direct” search acquisition cost of a customer remains below the lowest OTA fees.

6 | alberta hospitality Building Strength in Edmonton’s Core

by Moly Milosovic One only has to look up and count the cranes dotting the sky in downtown Edmonton to get a clear picture of the scale of transformation taking place in the city’s core. Between now and 2020, Edmonton will see over $5.5 billion invested in the development of residential towers and retail spaces, office towers, new hotels, educational institutions, arts and culture facilities, and light rail transit. And many of those structures will cut their ribbons downtown. The Edmonton Galleria academic and performing arts centre, Rogers Place, the Winter Garden, the Royal Alberta Museum, the Grand Villa Edmonton Casino, a luxury hotel and condo tower, the Kelly Ramsey Building - these are just a few of the projects taking shape downtown. On paper, the variety of new businesses and buildings that will start to occupy downtown Edmonton within the next year is impressive. In person, it has the potential to be astounding, and there are many people working to make sure that is the case for visitors. “The key for us is to make sure downtown is walkable,” says JoAnn Kirkland, Executive Director of downtown development at Edmonton Economic Development. “Connecting Ice District to the Arts District, the Warehouse Innovation District and the Capital City District will allow visitors to experience the eclectic energy and vibrancy of downtown, and everything the core has to offer.” For Kirkland and her team, this means attracting a diversity of retail and hospitality businesses to the core, and rejuvenating downtown with a focus on art, great design, engaging wayfinding, surprising activities on the streets, and buildings with a strong focus on seasonal activities. “Edmonton’s Winter City Strategy is about getting people outdoors to wrap their arms around winter,” says Kirkland. “We have a long winter, and if we embrace that as a feature, what we’ll end up with is more and constant activity downtown. And more year-round festivals, conferences, and activities will draw people to the downtown core creating significant economic impact.” That means potential growth for Edmonton’s $1.3 billion per year tourism industry. “New venues and new hotels offer more capacity to attract major festivals, events, and conferences, and a bustling downtown means visitors - here for a conference or for pleasure - now have more to do in a centralized area, and all the more reason to extend their stay,” explains Maggie Davison, vice president of Edmonton Tourism. Although the opportunities for new downtown activation are year-round, Davison and her team are also looking forward to building out Edmonton’s winter festival calendar downtown. “Ice District in particular is another winter story for us to tell, with the venues to accommodate new events that will boost the business of tenants in the core,” Davison explains. “We’re working closely with the City of Edmonton and the economic development team on downtown revitalization, and we all understand how we can contribute to the success of this transformation. We’re all ready to go and it’s very exciting.” For now, models and renderings paint a picture of the downtown Edmonton of the future. Soon enough, visitors from across Canada and the world - with the largest number of international visitors currently hailing from the US, United Kingdom, Australia, and China - will experience Edmonton’s vibrant core in real time: taking in a variety of entertainment, shopping, popping into restaurants, and tucking in to a hotel bed - all within walking distance.

alberta hospitality | 7 COVER STORY BETTING BIG ON BLEISURE How to Convince Guests to Mix Business and Pleasure by Joanne Sasvari “Are you travelling for business or pleasure?” These days, increasingly, the answer is “Both.” In the past few years, hoteliers worldwide have seen an increase in a crossover between business and leisure stays, what’s become known as bleisure or bizcation travel. This is no longer a market that can be ignored. So how can you convince your business travellers to stay on for a day or two of leisure activities?

Photo courtesy of Tourism Calgary

8 | alberta hospitality BETTING BIG ON BLEISURE

“We’re in the business of relationships,” says David Woodward, director of sales and marketing at Calgary’s The Fairmont Palliser. “We’re their home away from home and we want to be that place where they bring their family back on the weekend.” Here’s what you need to know about the bleisure traveller.

Blurred Lines At the Delta Kananaskis, conventions are the majority of the property’s business, but many attendees extend their trips to take advantage of the area’s natural beauty. “And several will choose to come back with their family,” describes sales and marketing director Glenn Iles. “We’re working Photo courtesy of Travel Alberta/Sean Thonson on and developing reasons for people to come out a little earlier or stay a little longer to enjoy this incredible environment they’re coming to.” In a world where we’re connected 24-7, the lines between work and leisure are ever more blurred. Increasingly, business travellers are using work trips as a way to explore the world and spend time with their loved ones. 94% of younger travellers were likely to take Several recent studies have documented the trend. Among them, the a bleisure trip in the next five years. Bridgestreet Global Hospitality’s The Bleisure Report 2014 found that 60% of those surveyed had taken bleisure trips, nearly half added personal travel days to most trips, and 55% brought their family or significant { other with them. Significantly, 60% said they were more likely to take a bleisure trip today than five years ago. Benefits to All By far the biggest share of bleisure travellers is the millennial cohort, The benefits of bleisure travel go both ways. For properties, it keeps those roughly between 18 and 35 years of age. Bridgestreet found that rooms full, but it also sees guests spending more on food, beverages, 94% of younger travellers were likely to take a bleisure trip in the next and other services as well as extending the financial benefits to local five years. However, more and more older travellers are joining them. businesses as they explore the destination.

alberta hospitality | 9 BETTING BIG ON BLEISURE

For guests, the biggest benefit is saving money. Since their company has already paid for their airfare, it’s not much extra personal cost to pay for The most popular activities are sightseeing, a couple nights’ accommodation and leisure activities. dining, and cultural activities. The other big benefit is the opportunity to explore the world. The Bridgestreet study found that 96% of respondents believe they gain cultural experiences through bleisure trips, which is why the most { popular activities are sightseeing, dining, and cultural activities. The benefits even extend to the workplace. Most travellers feel that Chicago’s Radisson Blu Aqua Hotel also offers group rates for three days adding leisure days to business travel adds value to work assignments. before and after a conference, and has seen an increase in travellers Besides, as study after study has shown, a little quality downtime results extending their stay. Here in Canada, Days Inn offers a bizcation package in much greater productivity. As Iles says, “Our belief is that delegates at a that allows guests to save up to 15% off the best available rate, and earn conference, by being exposed to nature, will be more productive.” bonus Wyndham rewards points toward a leisure vacation.

Special Rates More Bang for the Buck At The Fairmont Palliser, leisure travel is only about 25% of the hotel’s It’s not just saving money that’s the attraction - it’s getting extra value. business, and almost all of it takes place on weekends. The solution is Accor’s Pullman Hotels and Resorts, which operates four- and five-star obvious. “We typically see the bulk of our business visitors around mid- properties around the world, rebranded itself as a bleisure expert with week, and encourage leisure travel on weekends with discounted room a “Time for Pleasure by Pullman” promotion that includes unlimited rates,” Woodward explains. “What we can do is really offer good value on Internet access, complimentary breakfast buffet, on-demand television the weekends.” and discounts in its bars and restaurants. It’s not the only property to offer special rates for business traveller as a Similarly, Westin Hotels & Resorts rolled out a weekend package for way of enticing them to extend their stay. Universal Orlando Resort in business travellers that includes late checkout, extended breakfast hours, Florida, which includes four hotels operated by Loews Hotels & Resorts, and in-room information about local attractions and events. Another offers its group room rate to meeting attendees for three days before and Starwood chain, Sheraton Hotels & Resorts, launched a weekday wine- after an event. Because Orlando is rated the world’s top family vacation tasting social hour that’s now been extended through the weekend to destination, that encourages business guests to bring their families cater to business guests staying on. down after the conference is over. They’ve seen some 20% of their guests Meanwhile, MGM Resorts International aligned its “M life” loyalty do so - and 30% of their millennials. program with Hyatt’s Gold Passport program with the specific intention of converting Hyatt business travellers to MGM leisure guests.

10 | alberta hospitality BETTING BIG ON BLEISURE

Bleisure Travellers by the Numbers 60% have taken bleisure trips 46% 94% add personal travel days of millennial travellers are to business travel likely to take a bleisure trip in the next five years The Fairmont Palliser works with attractions such as Heritage Park, the Calgary Zoo, and { Canada Olympic Park.

Local Partners Some of the most effective incentives combine the hotels’ attractions with those in the destination. And that means working with good local partners. The Fairmont Palliser, for instance, works with attractions such as Heritage Park, the Calgary Zoo, and Canada Olympic Park, and offers exclusive packages such as combining a special room rate with Calgary Flames tickets. The Delta Kananaskis works with local outfitters and tour operators to give their guests every opportunity to take advantage of all the wilderness the area has to offer. “There are so many outdoor adventure activities in the area,” describes Iles. He notes that guests use the lodge as a base for hiking, canoeing, rafting, biking, and horseback riding in summer, and snowshoeing and cross-country skiing in winter. “And of course Nakiska [Ski Resort] is 10 minutes away. We will promote and sell packages that include lift tickets and we provide daily shuttles to Nakiska.” Iles adds, “My general advice would be developing good relationships 83% 60% with your partners. It benefits business on both sides.” use time on business trips are more likely to take to explore the city they’re bleisure trips today than they What You Can Do visiting were five years ago Attracting bleisure travellers is all about making it convenient for them to stay at your property once they have completed a business trip. However, it’s more than just offering a special weekend rate for business travellers. As always, excellent service is key. “I think a lot of it comes down to the type of service you’re providing,” 54% Woodward shares. He notes that the business traveller wants one type of bleisure travellers bring of experience - “fast in and out, no lineups, no delays. Then you flip the family members or their switch to the leisure traveller or someone on vacation. They want to get significant other to know you, they want to talk to you. It’s important that we’re switching gears from a service level in the hotel.” After all, why not mix business with pleasure? It’s what everyone is doing these days. Sources: Orbitz Trend Report, The Bleisure Report 2014

alberta hospitality | 11 FEATURE THE AIRBNB MIGRAINE Short-Term Rentals Disrupt the Marketplace

by Alex Van Tol

Wouldn’t it be terrible to suddenly discover another company undercutting your business, snatching your clientele and making buckets of cash while evading the rules that you have to abide by?

12 | alberta hospitality THE AIRBNB MIGRAINE

Airbnb revenue is expected to exceed { $900 million this year. Terrible, yes. And real. Because it’s actually happening: the short-term rental migraine. Whether it’s Airbnb, HomeAway or even Craigslist, cheap rentals are popping up in cities everywhere. Founded in 2008, and with over 1.5 million listings worldwide as of May 2015 - more than double what it had just a year earlier - Airbnb has become the world’s largest accommodation provider - without owning a single piece of property. The San Francisco startup was valued at $25.5 billion at the end of June – even more than Marriott’s $21 billion. And it has hoteliers shaking in their boots.

Disruption with a Capital “D” It’s no secret there’s been an explosion in non-traditional accommodations in recent years. From a budget traveller’s perspective, this new kind of competition is a welcome addition to the marketplace. Public opinion is in favour of these types of accommodations, but hoteliers aren’t feeling the love. The hotel industry has been in turmoil since the slowdown of 2008, and recovery has been difficult because of the explosion in cheaper options for travellers. Home-sharing organizations like Airbnb and HomeAway aren’t required to pay hotel taxes, nor to operate within the same stringent health, safety and fire standards as traditional hotels. “They really are operating in the same business as us, but they’re not operating by the same rules,” says Alberta Hotel & Lodging Association President and CEO Dave Kaiser. The tourism levy and Travel Alberta are affected, too, because they’re not getting the much-needed hotel tax that then gets rolled back into promotion for tourism in the city and province. “The 4% tourism levy was brought in to help the tourism industry in Alberta,” says Kaiser. “[Illegal rentals] are taking advantage of that investment that the rest of the industry is helping to create and they’re benefitting from it, yet they aren’t participating.” Alarming figures are cropping up across North America: Sonoma County, for example, estimates it’s losing $500,000 - $1 million annually in tax revenues, and New York City estimates up to 72% of rental listings in the city are illegal. Calgary’s low vacancy rate makes it difficult to find affordable housing, yet hundreds of apartments sit vacant much of the month. At the neighbourhood level, short-term rentals generate complaints about noise, traffic, parking, garbage, and growing worries about strangers wandering the halls in your condo tower. To date, these kinds of accommodations have been difficult to track and regulate, and hotels have suffered as a result. “There are health and safety issues,” explains Kaiser. “These things are very challenging for regulators and legislators to enforce.” Laws can only be enforced if a property is being rented - and it’s difficult to monitor, because bylaw enforcement only knows there’s a problem if neighbours complain. While other municipalities in North America have taken measures to rectify the imbalance between illegal rentals and traditional hotels, Alberta cities have yet to take action. “We might be a little bit late to the party relative to the iconic destinations or to other big cities,” says Kaiser, “but they’re here and growing, and it is a concern for our industry.”

Hoteliers, Raise Your Voices Airbnb is not going to go away. “This is an issue at the national level,” notes Kaiser. For its part, the Hotel Association of Canada is drawing

alberta hospitality | 13 THE AIRBNB MIGRAINE

How Cities are Dealing with Short-Term Rentals

San Francisco • Short-term rental hosts must be permanent residents who register in person with the municipality. • There is a $50 registration fee (paid every two years). • Registrants must pay tax on their rentals (14%). • Entire-unit rentals are limited to 90 days per year.

Vancouver • Hosts can’t rent out their property for less than a month unless they’re registered as a hotel or B&B. • The city is considering requiring hosts to pay a hotel tax.

Quebec The Hotel Association of Canada is • Quebec’s provincial government wants hosts offering properties drawing municipalities’ attention to the for rent through Airbnb and other online home-sharing services to pay taxes and be subject to the same regulations as hotels. fact that they are missing out on a much- • The province is also considering requiring users to pay a fee. needed tax base. New York { • Current laws state it is illegal to rent out an apartment for fewer than 30 days unless the resident is also there. municipalities’ attention to the fact that they are missing out on a • New York has boosted its investigation and enforcement budget much-needed tax base in allowing illegal rentals to persist. “The Hotel and made it a priority, with stiff fines for those who break the law. Association of Canada’s position is that the playing field needs to be levelled with regard to taxation, and meeting the same building codes Victoria and health and safety requirements that hotels have to meet,” explains • BC’s top travel destination is in talks with Airbnb to form an Kaiser. agreement for hosts to remit the standard 2% hotel tax. The thinking is that it’s more efficient to have Airbnb collect that tax than to add For hoteliers, the best avenue forward is for owner/operators to approach a whole layer of work by requiring hosts to file everything individually their municipal governments and ask them to enforce the existing with the city. bylaws. This gets the issue on government’s agenda and will hopefully lead to increased enforcement or even new regulations to reflect the Whistler shifting reality of the hospitality industry. • The proliferation of illegal rentals strains an already tight rental market. And while enforcement comes at a cost - Santa Monica recently set aside • Zoning allows for nightly rentals only in Whistler Village proper. over $400,000 just to patrol short-term rentals alone - between tighter • The municipality is focused on regular enforcement of illegal rentals enforcement and fair taxation, the market can perhaps find that balance in outlying areas and has made resources available so people can point where hotels can keep providing a full-service experience to those ensure their property conforms to current zoning. who actually value that style of travel. And everybody else can turn down their own bed at night.

14 | alberta hospitality ALBERTA`S TREASURES

Philip J. Currie Dinosaur Museum - Journey from Paleo to Petroleum by Debbie Minke

The town of Wembley, about 20 km west of Grande Prairie, has been The story begins in 1974 when a young school teacher, Al Lakusta, included in The Globe & Mail’s list of Top 10 Destinations of 2015, along stumbled upon some interesting fossils during his nature walk at with Singapore, Tanzania, and Milan, Italy. What does this tiny hamlet of Pipestone Creek, not far from the museum. His findings that day were less than 2,000 residents, tucked away in the rolling hills of Peace Country, eventually identified as bones of a yet to be discovered species - have to shout about? It’s the brand new Philip J. Currie Dinosaur Museum, Pachyrhinosaurus - a type of horned dinosaur, which subsequently was situated minutes away from one of the densest dinosaur bone beds in re-christened Pachyrhinosaurus lakustai in Lakusta’s honour. the world. Palaeontologists from the Royal Tyrrell Museum, including Dr. Currie, Named after Canada’s most renowned paleontologist, doors officially started travelling to the area to excavate these intriguing fossils. They opened to the public on September 3 with an open house, although examined the area identified by Lakusta and soon realized that there were summer programs and special tours began at the end of June. The official thousands of bones in an area as large as several football fields; in fact, the grand opening of the Philip J. Currie Dinosaur Museum took place on Pipestone Creek Bone Bed was a mass grave where hundreds of dinosaurs September 26 with great fanfare. The inaugural Amber Ball happened that of all ages died, creating one of the densest sites in the world. Most bone night, and it will be held annually as the main fundraising event for the beds average 10-50 fossils per square metre; and Pipestone averages 200 facility. The celebration included fine food and featured entertainment by fossils per square metre. It’s also the first bone bed where the co-occurrence Colin James and the Jim Cuddy Band. of insects in amber with dinosaur fossils has been discovered. Set in a 10-acre complex, the striking museum has an unusual geometric Following the initial discovery, other finds in the area include hadrosaurs form, designed to efficiently withstand the extremes of temperature in (duck billed dinosaurs), tyrannosaurs (predatory dinosaurs), nodosaurs the region. Architects chose an A-frame design, and used locally-sourced (armoured dinosaurs), plesiosaurs (marine reptiles) and pterosaurs (flying beetle-kill pine timber for the truss structure rather than steel. The triple reptiles), amongst others. Most of the fossils found in the Grande Prairie glazed zinc roof creates an exceptionally energy-efficient and sustainable region come from the Wapiti Formation, a unit of rocks that was deposited building, allowing it to be heated and cooled by a displacement ventilation between 80 and 69 million years ago, near the end of the Age of Dinosaurs. system in the concrete floor. Budding “dinophiles” can explore the latest findings of research staff at So much more than a simple building with a bone collection, the the Philip J. Currie Museum, including head palaeontologist and Curator spacious facility includes a 70-seat theatre that plays National Geographic Dr. Matthew Vavrek, who recently discovered the fossils of several young documentaries, adaptable classrooms, research and collection areas, a plesiosaurs in Nunavut. Visitors can take walking or helicopter tours of the boardroom, gift shop, restaurant, gardens, an outdoor discovery fossil Pipestone Creek Bone Bed. walk, and tourist services. Large and spacious, the galleries display their School programs for students K-12 are offered with curriculum connections treasures with skeletons suspended from the ceilings. Permanent multi- including palaeontology, geology, social studies, science and art. Public media and augmented reality exhibits transport visitors to the Pipestone programs will engage the whole family, including a fossil lab program Creek Bone Bed, the devastation of the flood-plain, through to Cretaceous where participants learn to prepare dinosaur bones. and Devonian periods on to today’s oil exploration in Alberta. Museum collections include marine fossils, specimens, casts, murals, articulated In addition to attracting tourists and dinosaur enthusiasts, the Phillip J. re-constructions, core samples and artifacts. These will be augmented Currie Museum is ready to host private events, from business meetings, by additional resources from the collections of the University of Alberta, art exhibitions or cocktail events to weddings, birthdays, reunions, and Royal Tyrrell Museum, and the Royal Ontario Museum. movie nights. www.dinomuseum.ca

alberta hospitality | 15 PROFILE CAMPUS TOWER SUITE HOTEL Simple Concepts Garner Awards by Kathy Eccles

Campus Tower Suite Hotel offers guests a prime location adjacent to the University of Alberta campus, across from University of Alberta Hospital, and close to shopping and bistros in Edmonton’s popular Garneau District. However, location is only one of its stand-out attributes. The non-branded property - locally owned by Maclab Enterprises and managed by top brand, Coast Hotels - has racked up an impressive number of industry awards and accolades, recognizing it both as an excellent place to work and stay. General Manager Jeannie Langley joined the hotel in 2012, bringing with her a strong service background polished after nearly two decades with Fairmont In 2015 alone, the 90-room, all-suites hotel was recognized for Hotels & Resorts. She explains that the majority of guests at the fifth year in a row as an Employer of Choice by the Alberta Campus Tower Suite Hotel are affiliates of the University of Hotel & Lodging Association (AHLA), was inducted into the Alberta and Hospital, government, and those attending the Hotel Association of Canada (HAC) Human Resources Awards of University of Alberta Hospital for medical purposes, which Excellence Hall of Fame, received an AHLA Housekeeping Award, necessitates a high level of caring and personalized service. The and was named a Certificate of Excellence 2015 Winner by guests average stay is three nights, but many guests stay for months, on TripAdvisor. On top of that, the Campus Tower Suite Hotel taking advantage of the hotel’s kitchenettes, private bedrooms, continues to earn guest satisfaction scores of 93% or above. and convenient daily cleaning services. “It can be stressful for our guests who are staying because someone is in the hospital. A number of Coast Hotels’ branded programs are in place to Staff goes above and beyond to provide extra service that help achieve employee job satisfaction and effectiveness. Staff makes them feel welcome.” She notes, “We go back to basics, successes are celebrated with a “You’re a Valued Ambassador” show empathy, and put ourselves in their shoes.” That heartfelt program. Special milestones are marked with Ambassador philosophy has not gone unnoticed. Appreciation lunches and monthly birthday celebrations. Jeannie

1616 || albertaalberta hospitalityhospitality observes that employees appreciate “little things that make a difference,” including discounted bus passes and providing them with the sense of having an extended work family. Overall, there’s a nurturing philosophy at play here. As Jeannie puts it, “We take care of our ambassadors so that they can take care of our guests. This simple concept allows our hotel to be successful.” In keeping with that, two long-service employees among the hotel’s tight-knit staff of 30 were recognized this year with the AHLA’s Gold Key Awards - Housekeeping Manager Rukmani Narayan and Night Audit Ambassador Sin Nao. Jeannie praises them both for providing “phenomenal service” over long tenure. The hotel’s philosophy is that “Everyone has the opportunity to show leadership in their role and that leadership is vital to our success.” Jeannie explains, “To us, hiring top-notch people is just good business. And so is helping them grow Jeannie Langley, General Manager and thrive.” To that end, the hotel’s ambassadors receive position-specific training as well as education in emergency preparedness, and health and safety responsibilities. In addition, a Customer Service Excellence Program includes classroom sessions and on-the-job training focused on how to exceed guest expectations, enhance their experiences, and handle any complaints in a win-win style for both the guest and hotel. That training contributed to the hotel’s recent Hotel Association of Canada’s Hall of Fame Human Resources Award, which among its criteria includes the requirement to “effectively solve guest complaints.” Jeannie shares, “We get minimal complaints. The few that we do get, we have processes in place to make sure we solve it or provide an alternative.” She stresses that “There’s no cookie-cutter answer. Listen to and address the guest’s needs. Resolve each individual issue as it pertains to that guest. Show empathy and provide resolution or an alternative.” As the hotel’s Certificate of Excellence status on TripAdvisor attests, the hotel’s caring approach is a major plus, along with its location, convenience, and residential feel, nicely summed up by the tag line, “Live like home.” Overall, Jeannie credits the hotel’s abundance of awards to a few basic credos. “Hospitality is all about guest service and making them want to come back. Consistency is key to our success, providing phenomenal service and a superior product.” The awards provide tangible benefits. “For us, as people who work here, we’re proud that all our efforts are paying off. Being non-branded, these awards establish us in the marketplace, substantiating that we provide a consistent product. We work hard to ensure that stays true.”

albertaalberta hospitalityhospitality || 1717 HR MATTERS

Getting Out of the HR Funk by Celia Koehler

12 Resources to Rev up hands-on assistance to newcomers rather than Canadians age 45+. When you are looking for Your Recruitment Strategy the traditional passive offering of sending out skills, experience, and maturity, this is a great job postings and allowing access to job seeker’s group to access. Visit www.thirdquarter.ca for It’s easy to get in to a recruitment funk. Some resumes. more information. days, it feels like a rotating door of employees coming in and out. To help revitalize your 5. Chrysalis Society - The Chrysalis Society 10. Pre-employment Programs and recruitment strategy, we are offering 12 assists individuals with intellectual disabilities Organizations - Check out the pre-employment resources to keep a talented and diverse group in Edmonton and Calgary. They provide job programs and organizations through Human at your property. matching services, offer direct support, and Services. The offerings are endless and you may inform your staff and managers about how to find that perfect fit you’re looking for. 1. TourismWorks.ca - TourismWorks.ca is a job support a diverse workforce. search site that matches employers and job 11. Working Abroad Organizations - SWAP.ca seekers based on their education, experience, 6. High School Work Experience Placements - and Smaller Earth help you hire individuals from legal status, accommodation requirements, Take advantage of work experience placements, outside of Canada who do not require Labour and more. Best of all, these resources are cost- because it will help you find staff for either Market Impact Assessments (LMIAs). They come effective! short- or long-term labour shortages. When to Canada with an open work visa and are able you can help build a student’s first employment to work with you for various lengths of time in 2. Prospect Human Services - Prospect skills in one discipline, that person is more likely pretty much any position. Human Services (PHS) manages a variety of to stick with or return to that discipline later. employment programs to help employers 12. Access Grants and Funding for Wage Help make tourism and hospitality a student’s reach various subsets of groups that often go Subsidies - Here are just a few of the many first job. underemployed. Some of their many programs grants and funding programs available to you as include BasetoBusiness, Forces@WORK, Empact, 7. Post-secondary Work Experience Placements an employer. Take advantage of these programs Prospect PDD Services, Viable, and The Worx. For - Partner with institutions offering tourism and now, as they may not always be available. more information, visit www.prospectnow.ca. hospitality programs to place their students in • First Nations and Inuit Skills Link Program; the work experience and internship placements • Canada Summer Jobs (CSJ) program; 3. Calgary Catholic Immigration Society - that they need to graduate. Who knows? You • Career Focus Wage Subsidy Program; Calgary Catholic Immigration Society (CCIS) may just find your next star employee! • Young Canada Works (YCW); is a non-profit organization that provides • Canada Business Network Wage Subsidies; immigration and settlement services to 8. University Student Clubs - Students • Canada-Alberta Job Grant; immigrants and refugees in Alberta. They work volunteering with university clubs are often • Skills Link in six locations across Southern Alberta, have willing to host information sessions about your • Aboriginal Training to Employment Program staff members that speak over 60 languages, property or working in the industry. These and offer 70 different programs. students are mainly in school to find a job, so be We hope this list provides you with the boost sure to sell yourself to them and you may just in your recruitment pool that you are looking 4. Edmonton Mennonite Centre for find that you have a lineup out the door. for. If you need more assistance and you are Newcomers - The Edmonton Mennonite an AHLA member, please contact us to discuss Centre for Newcomers (EMCN) helps new 9. ThirdQuarter - ThirdQuarter is a non-profit your specific issue. We are always happy to help Edmontonians successfully settle. EMCN offers organization that specializes in recruiting explore an individualized solution just for you!

18 | alberta hospitality Working Together to Improve Visitor Relationships by Celia Koehler

by Joanne Elves Do-it-yourself travel planning via the Internet can often be daunting and Why is this partnership important to the customer experience? frustrating for both the traveller and the supplier. Travellers are looking for PK: The three-way partnership between Travel Alberta, CIC and the AHLA a one-stop shop for accommodations and attractions. Travel Alberta, the is a win-win-win situation for travellers, the tourism industry, and the Alberta Hotel & Lodging Association (AHLA), and Check In Canada (CIC) 600 hotels currently participating in Alberta. For the hotels, it creates a are working together to ensure a comprehensive and meaningful online low-cost, industry-driven distribution channel that can greatly improve consumer experience as well as provide Alberta hoteliers a direct link back profitability by helping consumers book direct. And for travellers, the to their guests. new travelalberta.com site will provide everything they need to plan their Phil Klassen, Vice President, Global Consumer Marketing with Travel vacations with real-time information. Alberta, and Dave Kaiser, President & CEO of the AHLA are working together to find new and innovative ways to better connect Alberta with Why is it important that Alberta’s tourism industry compete together? potential travellers. DK: For the AHLA, the long-term goal is to elevate the relationships between customers and the hotel. When a room is booked through an What is a traveller looking for when booking a trip? OTA, the hotel no longer has a connection to the customer. Using CIC on PK: Travellers have turned from offline sources to the always on, real- travelalberta.com, the hotelier can learn consumer preferences and work time, everything-at-my-fingertips convenience of online travel resources. to nurture the relationship with the customer by offering loyalty perks Travellers want to find their dream destination, hotels, and attractions easily. and valuable services. Keeping that relationship is key. The added Tourism The new travelalberta.com site due to launch January 2016 will provide Levy dollars otherwise lost through the OTA booking process will also everything they need to plan their vacations with real-time information. help contribute to Alberta’s visitor economy. PK: The OTAs provide a level of customer reach that destination marketers How will the new version of travelalberta.com support Alberta’s can’t replicate. And sometimes there is a hefty cost - at times 20% or more in tourism industry? commissions to the suppliers. If we can provide an option on our platforms PK: Over 4.5 million people visit travelalberta.com annually, with the that facilitates direct booking, commissions are reduced and dollars are accommodations section one of the more popular searches. On the new put back in the hand of operators, ultimately improving their bottom lines. site, accommodations listings will be at travellers’ fingertips, including a page dedicated to each hotel and lodging in Alberta. Utilizing the Alberta Tourism Information Service (ATIS) 2.0 platform, each proprietor will populate their business listing with a description, information on amenities and activities, and photos. Through a partnership with TripAdvisor, the listings will be enhanced by traveller reviews. The system will also generate nearby attractions on the hotel’s dedicated page allowing travellers to plan their activities. And conversely, the attractions’ webpages will include nearby accommodations to increase destination awareness.

What are the benefits to hoteliers? PK: The new ATIS platform generates real-time reports that will provide industry with insights on how travellers are finding their business and interacting with their content. They will see how many visitors have clicked on offers, where the traveller is from and whether they are clicking through from a desktop, tablet, or mobile device. This will give operators and hoteliers the opportunity to adjust their webpage information to attract more guests. The Travel Alberta team has made the pages extremely user-friendly and is available to assist our partners with the new features.

How is Check In Canada connected to travelalberta.com? DK: The AHLA launched CIC a few years ago to offer a new online option for hoteliers to reach consumers. By integrating CIC into the Travel Alberta website, it works behind the scenes to seamlessly populate the accommodations page with real-time availability and prices on hotels searched by the consumer. When a selection is made, one click takes a traveller straight to the hotel’s own reservation page, connecting the guest directly to the hotel. This gives the ownership of the reservation to the hotel for optimal customer service and reduces the commissions lost to third parties like Online Travel Agents (OTAs).

alberta hospitality | 19 FEATURE THE TECHNOLOGY TSUNAMI Outfitting Your Hotel for Tomorrow

by Chris McBeath

Whether it’s iris-scanning technology or in-room thermostats that adjust to a guest’s body temperature, the world’s hotels are teching up for the future. A study from Hospitality Technology magazine notes that hotel spending on technology in 2014 nearly doubled over the year before. And in 2015, it could well double again to nearly 10% of total revenues. Advanced technology has become critical in attracting guests.

20 | alberta hospitality THE TECHNOLOGY TSUNAMI

Advanced technology has become critical in attracting { guests. Get With the Cloud a leading distributor of hotel industry IT Just as small to mid-size hotels are solutions. “There are now more visits to online discovering the speed and cost efficiencies travel sites coming from mobile devices than of cloud computing, so brand chains are from PCs.” Data revealed that visitors use a seeing how the cloud facilitates unified mobile device about 30% of the time during management, performance consistency, and the travel research to completion cycle and it 24-7 availability across properties. is growing exponentially. Todd Davis, Chief Information Officer, Choice Keep abreast of booking engines as well. Hotels International explains: “We moved Google is currently beta testing a new feature to a cloud-based SaaS solution for three that will allow users to instantly book a hotel reasons: the infrastructure and overhead room without leaving its search page. cost savings to implement and manage a distributed, on-premise solution for 6,000 Mobility Management hotels; the provision of a reduced scope of PCI at the hotel; and the need for an intuitive, For staff-on-the go, mobile devices are Internet solution that can be accessed from proving to be a great asset. At the Pomeroy anywhere. We have moved accounts payable in Olds, investing in technology in its training and invoicing, human resource management, programs and staff communication has and time tracking to cloud-based services. been a high priority. As an early adoptee Technology is really becoming core to what of O-NET, Canada’s first community-owned we do.” Choice Hotels manages several brands and operated fibre-to-the-premises network, throughout Alberta including Quality, Econo the hotel became a forerunner in paperless Lodge, Clarion, and Comfort Inn & Suites. practices. In providing staff with iPads linked to the hotel’s main PMS system, not only are inter-departmental issues shared and Check Out e-CHECK managed with exceptional efficiency, the As the check-in/check-out process morphs program also extends to providing guest into a self-service affair, it prompted a senior services. industry executive to call the front desk “a In terms of seamless, back-of-house dead duck”. The comment may not be too far- communications and customer service, it fetched. Already, many front desk personnel doesn’t get much better than the technology roam lobbies to check in guests in-situ using employed at Trump Tower in Toronto. iPads, and chains like Hyatt and Starwood’s With shades of Star Trek not far from the Sheraton hotels have started to install kiosks imagination, hotel staff are equipped with a that allow guests to swipe their credit card wearable, voice-controlled communications and get a room key in minutes, bypassing the badge that enables instant hands-free, two- front desk altogether. Starwood also launched way or one-to-many conversations using an Apple Watch app this year offering similar intuitive and simple commands. services. Whether adopting cloud-based, ready-to- Taken one step further, the uber high-tech deploy solutions or integrating on-the-go Blow Up Hall 50/50 in Poznan, Poland, has mobility using an existing infrastructure, the guest become a part of an artsy video catering to customer mobility is a installation as soon as they enter the hotel. technological imperative. The hotel has no reception and the rooms have no numbers. Instead, every guest is given an iPhone which serves as their room App Happy key and a virtual concierge facility. Enhancing a guest’s stay with a customized app is a definite trend. Among the leaders is the new Four Seasons App, which enables Mobility Marketing guests to make and manage reservations (in According to comScore research, Canada has multiple locations), facilitate express check- now over 20 million smartphone owners and in and check-out, order room service, and close to 10 million tablet owners. “With a make itinerary plans based on suggestions digital population of 30 million, these are from built-in geo location technology. big numbers,” says Steve Ringuet, CEO of The Fairmont Waterfront Hotel Vancouver

alberta hospitality | 21 THE TECHNOLOGY TSUNAMI

Photo courtesy of The Fairmont Waterfront Hotel, Vancouver

out nearby restaurants and attractions. Then there are off-the-shelf apps like LobbyFriend that create temporary social networks within a specific space and only for the duration of a guest’s stay. They provide hotels a way to communicate with onsite guests regarding special offers and upsells, and enable like-minded guests to connect with each other to have a drink, watch a game, or share a cab ride. Like a standard telephone system, once a guest checks out, their messaging footprint is erased. For high volume hotels, virtual queues like QLess are proving big hits. Guests receive a text once their room is ready, so they are free to enjoy their stay without the necessity of standing in line. Greeting customers with a room-ready-and-waiting creates a good first impression and is an indicator of the hotel’s service for the duration of the stay.

IT Drives Design Connection has become integral to room design, and was the impetus Guests receive an array of digital content behind Delta Hotels & Resort’s (Marriott’s) three-year redesign (completing this year) of its guestrooms. ModeRooms are equipped describing the view, its visible landmarks, with a signature SmartDesk ™ featuring multiple electrical outlets as and pointing out nearby restaurants and well as audio, video, and Internet connections, all mounted in a slanted attractions. console atop the desk. Because the dock comes with standard interfaces, guests don’t have to bring along any cables to link their laptop or mobile { device to preview presentations or stream movies onto the flat-screen, high-definition TV. Although hoteliers might bark at losing pay-for-view is giving new dimension to print materials via mobile devices. By revenues, the new reality is that people are no longer willing to pay for downloading Layar, a free, augmented reality application, and then content they can access online. And since this includes Internet calling, scanning a specially printed window decal, guests receive an array of in-room telephones are quietly becoming obsolete. digital content describing the view, its visible landmarks, and pointing

22 | alberta hospitality THE TECHNOLOGY TSUNAMI

Research tells us that a consumer will visit 20 websites across nine different online sessions before booking a single hotel {room.

If extreme-connectivity is a “now” trend, then technological wellness is a developing one. A number of hotels are now using the PURE Room concept: a seven-step cleaning process that includes an ozone shock treatment to make it odour-free and resistant to mold, dust mites, and other irritants. Then there are StayWell® rooms with amenities such as a vitamin C-infused shower, air and water purification, and long wave night lighting. And for aging baby boomers, health-monitoring rooms are on the drawing boards. Services here could include sensors in the toilet that measure blood sugar in your urine, and infrared cameras that track your body temperature and send a message to regulate the thermostat and humidity in your room to ensure a restful night’s sleep.

e-Housekeeping Designed to integrate with property management systems such as Opera, Galaxy and OnQ, e-housekeeping works in conjunction with a special mobile app to streamline the cleaning and inspection process for guestroom and public areas. It provides automated assignments, job dispatch and comprehensive reporting, priority adjustment based on guest VIP-status, and built-in guidelines with photos to help clearly explain hotel standards for tasks like bed corners or amenities placement. From a management perspective, this becomes a practical training system, especially where language issues are concerned, and digitized data makes it easy to compile and pull reports in real time for overall operations status. The e-Housekeeping app has multiple features, including a QR code system that requires room attendants to scan a QR code placed on the back of the guestroom door prior to activating the countdown. Room status updates can incorporate jobs like carpet cleaning or spring- cleaning with credit and time calculations. In addition, safety features include a panic button as well as the ability to trigger alerts using SMS, ad-hoc messaging, direct call job dispatch, and alarm sounds.

alberta hospitality | 23 THE TECHNOLOGY TSUNAMI

i-Security In the age of technology, and with an Cutting Edge Technology ever-increasing concern for security, paper cards, cellphones, fingerprints, and iris • Eccleston Square Hotel, London uses a system that turns the washroom glass from crystal clear scanners are popping up as alternative to frost at the touch of a button. Choose transparency for a spacious, light-filled suite or switch it off unlocking devices. for privacy. When several Aloft and element Starwood • Yotel New York uses Yobot, a 20 ft tall robotic arm, to store luggage in lockers. Housed behind a secure glass enclosure, Yobot issues a receipt with bar code for guests to submit when they want Hotels properties revamped their to pick up their bag. traditional key card systems a few years ago, they had the foresight to install • Eventi, New York, features a Business Bar that provides guests with a selection of Apple products systems that could be converted to read from the latest Macbook to a reading tablet, and a smorgasbord of tech accessories, including a RFID (Radio frequency identification) when GoPro camera. that technology became more mainstream. • The Muse Hotel, New York, provides guests with Nook e-readers during their stays. The devices Expect to see these technologies when are preloaded with books and magazines and guests can request personalized uploads. Element opens next year in Edmonton, and • Scarp Ridge Lodge, Colorado has introduced a state-of-the-art oxygen system to help guests at Calgary Airport in 2017. We’re not just acclimatize to the 12,000 ft altitude. It delivers oxygen-rich air through in-room ports and individual talking about guests scanning their right headsets. eye when they check-in or enter their room. • At St. Martin’s Lane Hotel in London, guestroom walls are white, so guests can dial a light display, Staff also use iris scans to unlock the staff altering the colour of their room anywhere from deep violet to a jungle green. entrance and log into the system at the • Mandarin Oriental Hotel Group has rooms outfitted to remember preferences of regular visitors. beginning of each shift. When a regular walks into a room, the lights, room temperature and speed dial on the phone are For those who recall Club Med’s colourful set to their specifications. bead bracelets, RFID wristbands are a high • At the Crowne Plaza Hotel Copenhagen Towers in Denmark, guests who use an exercise bike for tech spin on a seasoned concept. Wearers 15 minutes, thereby helping to generate electricity for the hotel’s own system, are given a voucher use bands for multiple purposes from room for the restaurant. entry to using them as an alternative way • Four Seasons Silicon Valley has consigned door peepholes to history. Instead, LCD displays show to pay for spa treatments, casino chips, the person on the other side of the door. and running a tab for cocktails. Fashion has never been so futuristic and functional! • MGM Grand Hotel & Casino, Las Vegas, encourages guests to tweet messages about the hotel or other topics; tweets are displayed behind the hotel’s front desk on a huge video wall. Prepare now to ride the technology wave into the future.

24 | alberta hospitality NAMES IN THE NEWS

Fall 2015 by Debbie Minke

Property News Brunswick Motor Inn is now the Days Inn Vermilion. The Motel 6 Medicine world’s best reviewed hotels as determined by direct customer feedback, on Hat is now the Home Inn Express Medicine Hat. Banff Y Mountain Lodge is more than two million customer verified reviews. Home2 Suites by Hilton® now the YMCA Banff Hotel. West Edmonton is the brand’s first Canadian property. Best Western Plus Sawridge Suites has opened in Fort McMurray. The SilverBirch Hotels & Resorts is happy to announce that the DoubleTree property offers 151 studio and one-bedroom suites with fully equipped by Hilton™ West Edmonton has won the Venue of the Year Award at this kitchenettes/kitchens, walk-in showers, The Outpost 24/7 Grab & Go Market, year’s Meeting Professionals International (MPI) Event Management Awards. private event and meeting space as well as surface and underground parking The completely renovated property features a state-of-the-art SilverBirch and other amenities. Paul Jones is the general manager. Conference Centre® - a modern 35,000+ sq. ft. of flexible meeting and banquet space, which has been recognized by industry colleagues as the Choice Hotels Canada has opened three new properties in Alberta, including top venue in the Edmonton area. The hotel has also won a TripAdvisor® Comfort Inn and Suites, Calgary, Comfort Inn and Suites, Bonnyville and Certificate of Excellence. Comfort Inn and Suites Edmonton International Airport. The Reputation Institute’s 2015 Country RepTrak® report has named Canada Lighthouse Hospitality Management Inc. has announced the groundbreaking as having the world’s best reputation, ahead of Norway in second place, and of the seven-floor, 161-room Hyatt Place Edmonton-West. This new hotel Sweden in third spot. Canada came out as the No. 1 country to visit, live, will offer spacious and contemporary guestrooms with a 42-inch HDTV, the study and work as well as placing second as a destination to invest in and plush Hyatt Grand Bed® and the Cozy corner - a sectional sofa sleeper, free attend or organize events. Key drivers in the rankings were Canada being a Wi-Fi access throughout the hotel, complimentary a.m. Kitchen Skillet™, and safe and beautiful country, with friendly and welcoming people as well as an 2,500 sq. ft. of flexible, high-tech meeting/function space. appealing lifestyle. People Acquisitions Olga Ilich, former BC Minister of Tourism, Sport and the Arts, has been CBRE Group, Inc. has acquired PKF Consulting Inc. (PKF Canada), a leading appointed Chair of Destination Canada, formerly the Canadian Tourism advisory, consulting and research firm specializing in the Canadian hospitality Commission. and tourism industries. Founded in 1970, PKF Canada is led by David Larone and Brian Stanford, who will remain in leadership roles with CBRE. The Other News firm has offices in Toronto and Vancouver. PKF Canada’s professionals will become part of CBRE’s Valuation & Advisory Services business line and Hotel security innovator VingCard Elsafe has changed its name to ASSA will collaborate closely with CBRE Hotels’ professionals. The firm’s market ABLOY Hospitality. This new identity allows the company to draw upon the research data and analysis will be integrated into the larger PKF research vast resources of ASSA ABLOY, a global leader in door opening solutions, and platform at CBRE, providing the most comprehensive source of hotel positions it to better meet the evolving needs of the hospitality industry. financial information in North America. Delta Hotels and Resorts has gone live on Marriott.com, enabling travellers Awards to book online for 37 additional Canadian hotels online or on their mobile Home2 Suites by Hilton® West Edmonton has been named an Expedia app. Insiders’ Select hotel for 2015. This annual list represents a ranking of the

GMs on the Move

David Ahn, New Western Athabasca Inn Ken Hall, The Fairmont Jasper Park Lodge Nathan Pearce, Sheraton Suites Calgary Eau Claire Daniel Bae, Side Trax Inn, Beaverlodge Brenda Hehr, Rock Lake Lodge, Edmonton Erin Richter, The Westin Calgary Wade Barkman, Holiday Inn Calgary MacLeod Trail South Paul Jones, Best Western Plus Sawridge Suites, Fort McMurray Jake Ritowato, Grand Union Motel, Coleman Twyla Bauman, Lakeview Inns & Suites Drayton Valley Sanjo Joung, Lakeside Motor Inn, McLellan Martine Rousseau, EconoLodge Canmore Mountain Lodge Roxanne Buchan, Super 8 Airdrie Mandeep Kaur, Super 8 Stettler Ryan Tracey, Holiday Inn Express & Suites, Medicine Hat Blayke Busby, Hampton Inn & Suites by Hilton, Airdrie Monica Layden, Clarion Hotel & Conference Centre John Thomas, Holiday Inn Express Edmonton Downtown Robin Cumine, Holiday Inn Express & Suites Whitecourt Paul Lumsden, Quality Inn Airport, Nisku Anna Virlas, Miette Hot Springs Bungalows, Jasper Parth Dholakia, Hilton Garden Inn Edmonton International Airport Cindy Madore, BCMInns Coleman Justin Woo, Sexsmith Hotel Lisha Elias, Holiday Inn Express Red Deer John Mayne, Chateau Nova Yellowhead, Edmonton Maranda Wurz, BCMInns Lloydminster Robin Galloway, Sawridge Inn & Conference Centre Peace River Heather McNamara, Chateau Nova Fort McMurray Tyson Ghostkeeper, Best Western PLUS The Inn at St. Albert Denton Morrell, Commercial Hotel/Blues on Whyte, Edmonton

alberta hospitality | 25 FEATURE RETHINKING ROOM SERVICE Changing With The Times

by Chris McBeath

Much is happening in room service these days. Where some hotels are choosing to eliminate it all together in favour of providing a grab-and- go service in the lobby, others are morphing it into a deluxe in-room dining experience. There are even properties that are starting to deploy robots to deliver guest requests, complete with coherent speech as well as R2-D2-like bleeps and whistles.

Redefining Purpose With its dedicated staff, rolling tables, and meal delivery, traditional room service is hardly a money-maker. According to PKF Hospitality Research, it accounts for (on average) a little over 1% of overall hotel revenues, and although few guests actually take advantage of it, the service is still an expected feature, especially in upscale and luxury properties. “For some hotels, room service is not meant to make a profit. It is a brand standard and an important amenity that contributes to star status,” describes Darren Hicks, a hotel branding consultant. “It’s a very labour-intensive cost-centre but they would lose customers if they didn’t offer in-room dining. As a result, the trend is to deluxe up the menu, create in-room-only dining specialties, and use room service to differentiate between a hotel’s standard and superior rooms.” Joseph Smith, a senior hospitality industry executive, agrees. “Twenty years ago, you could order anything through room service that the hotel was serving in its full-service restaurant. Nowadays, the room Photo courtesy of Marriott Residence Inns service menu is truly its own design. It’s smaller plates, and items that are easier to prepare, transport, and serve.”

26 | alberta hospitality RETHINKING ROOM SERVICE

Splashy comfort foods such as macaroni and cheese with fresh lobster and Parmesan cheese paired with craft beer or signature wine and decadent The trend is to deluxe up the menu, and desserts are proving popular. Over-the-top offerings like mixologist- create in-room-only dining specialties. customized cocktails for an in-room meal are also available at some properties. In the case of Four Seasons, a 15-20 minute fast delivery program was initially focused on business travellers; however, the program has expanded to include transient guests and children, and now represents { about 20% of the brand’s room service business. Courtyard Bistro. “The two properties are Select and Extended Stay brands respectively, so room service is not part of the amenity package,” explains Transitioning Concepts Richard Main, General Manager. “However, in this age of convenience Although room service continues to be among the first areas to scale back eating, guests really enjoy being able to order and take-out a meal from when budgets are under pressure, hotels are repackaging the concept to our bistro menu for in-room dining, so they can work uninterrupted, or eat make it more economical. in front of their favourite movie as they would at home.” When Hilton Worldwide discontinued room service completely at one of its signature properties two years ago, guest reaction forced the company to The Millennial Influence a fallback position: offering to deliver items to guestrooms that they had purchased in the hotel’s new upscale grab-and-go market Herb N’ Kitchen. The emerging millennial traveller is changing the way many hotels do Since then other chains have followed suit, prompting analysts to note business - in property design, use of technology, and a management that the growth of in-house food markets appears to parallel the decline of philosophy that enables and encourages interaction. Today, new builds traditional room service. After all, guests don’t have to endure 30-minute and renovated properties include multi-functional lobbies that promote delivery times, the price point is lower than room service, they can see people flow and engagement as never before. what they’re ordering, and they are instantly gratified. According to Robert Mandelbaum, PKF Hospitality Research, “The Geared to longer-term stays, complimentary grocery shopping service has millennials are known to be social. They’d much rather hang out with their long been a brand standard at Marriott Residence Inns, and is a popular colleagues in the lobby, and if they can get a beer and a hamburger there, feature in hotels like the Lakeview Signature Inn Calgary Airport, although all the better. They generally prefer that than going back to their rooms, the latter does charge a nominal service fee. Additional ideas include ordering room service, and eating by themselves.” repurposing the mini-bar fridges with customized options that guests pre- Smith continues, “It’s about giving the guest options. When the grab-and- order and pay for when making their reservation. go concept started, it was primarily about providing guests with a quick, At the Courtyard Calgary Airport Hotel and the Residence Inn Calgary inexpensive option for breakfast. Now the markets are all-day enterprises, Airport, guests also have access to a take-away service out of the with the available items changing through the day. And where that’s not

alberta hospitality | 27 RETHINKING ROOM SERVICE

Photo courtesy of Savioke

possible, hotels are more open than ever to partner with outside vendors as an alternative to room service, making arrangements with nearby restaurants to act as surrogate kitchens and deliver food to their hotel rooms.” Located in the heart of Edmonton’s “foodie-ville”, Whyte Avenue, the Metterra and Varscona Hotels on Whyte offer two options for dinner by local restaurants - Chianti’s (Italian) and Origin India (Indian) - which the hotel plates and delivers to guests for in-room dining. “Being in a great foodie neighbourhood is part of the attraction of our hotels, so we opted for non-traditional room service,” describes Dawn Li, General Manager, whose focus is on the guest experience. “It’s about lifestyle interests and choices, so we do a complimentary wine tasting every night except Sunday with different wines, cheeses, and hot appetizers. On Thursdays, we feature chocolate and wine, and once a month we have a local beer tasting. By offering these added-value services, we’ve established a social and happening vibe, which really appeals to our guests who want to experience all that Old Strathcona has to offer. It negates the need for room service.” Indeed, as hoteliers start to rethink their room service offerings, data from GrubHub Inc., a leading online and mobile food ordering service, shows that takeout orders to hotels are increasingly popular.

i-Order With technology starting to automate room service requests, the entire delivery process is fast becoming more cost effective. “Younger travellers especially won’t mind not having a live person take their order. Not only will they not have a problem with it, they’ll demand it,” Smith says. “In placing an order with an app on a smartphone, it goes directly to the cook station. The guest is sending it directly to the end production person who starts preparing it immediately. You’ve eliminated the order-taking position entirely. In some chain properties, on-line requests already constitute about 30% of the total orders and it’s growing exponentially.”

i-Robot Operating rather like the Star Wars droid R2-D2 but with stylish finesse, Savioke’s robotic butler is as effective as it is novel. Equipped with an empty compartment to transport various small items, its built-in Wi-Fi and 4G enables the unit to connect with the concierge, call an elevator, and navigate through lobbies, down hallways and around obstacles. With the 6-month pilot program ending earlier this year, exclusively at Aloft, and with 1,000 deliveries to its credit, this 3-ft tall robot is getting ready for broader horizons and in greater numbers. Should the force be with you, room service could take on a whole new dimension.

28 | alberta hospitality WHAT’S NEW?

by Debbie Minke

EcoStay and Emerald Brand have joined forces in hospitality Green Key Global and Clean the World Canada, two leaders in environmental stewardship. Through the partnership, EcoStay will corporate social responsibility (CSR), have finalized a partnership that will continue to provide hotels with a simple, no-cost, full-service eco- encourage Green Key Global members to collect and recycle hotel soap program that earns hoteliers funding for eco-improvements, plus and bottled amenities and help fight the spread of preventable diseases. Emerald’s cost-neutral eco-disposables (tree-free 100% USDA Certified Green Key Global is a leading environmental certification body whose Bio-based paper products) and environmentally-friendly cleaning suite of industry standard programs and resources has been designed products. www.ecostayprogram.com www.emeraldbrand.com specifically for the lodging and meetings industries. Their affordable Zaplox, mobile key app provider for the global hospitality industry, has programs help members leverage organizational CSR activities to integrated its solution with SALTO Systems, one of the world’s top five support sustainable initiatives, and improve overall fiscal performance manufacturers of electronic access control systems. Through the new and community relations. Clean the World is a social enterprise that technology integration with Zaplox, guests of properties with SALTO collects and recycles discarded soap and bottled amenities (shampoo, access control systems will now be able to use their smartphones conditioner, lotion, gels) from hotel partners in Canada, USA, Hong for guestroom access, while allowing hoteliers to offer and promote Kong, and Macau, China. The recycled soap is placed in hygiene kits, revenue-creating smart services with full customization and hotel which are donated to homeless shelters, senior citizens, and struggling branding on the app platform. This wide range of ancillary services families in Canada and the US. Soap is also distributed around the world includes mobile check-in and check-out, room upgrades, restaurant in areas where there is a high risk of hygiene-related illness. bookings, room service, special offers and more. The app is easily More than 3,800 tons of soap, shampoo and other amenities downloaded and available for all major smartphone platforms. DDL have been diverted from traditional disposal methods since 2009. Group distributes SALTO Systems in Alberta. 780-469-8303 www.greenkeyglobal.com https://cleantheworld.org/ Developed for the new Wyndham near the Calgary Airport, Birchwood Heartland is introducing an innovative, patent-pending process that Furniture’s 9933 Chaise adds big comfort in a small footprint. This bakes three self-serve Waffled Pancakes™ without a large, expensive versatile piece offers guests a great place to relax, and provides younger pancake machine. You can serve Waffled Pancakes™ and Fresh-Baked guests a place to catch a nap. Their 7842 Swivel Chair was designed in Waffles together, side-by-side, at a fraction of the cost. A gluten-free partnership with Air Canada’s Maple Leaf Lounge to be a showpiece in waffle mix is also now available. www.heartlandwaffles.com their lounge, providing a comfortable place for guests to relax between flights. www.birchwood.com

alberta hospitality | 29 AHLA’S PROGRAMS Employer of Choice: What’s In It For You?

The Employer of Choice program is a tool that evaluates an organization’s Retain & Recruit the Best best practices in Human Resources. Employers who participate submit Organizations that stand out receive more interest from job seekers. By being information about their: an Employer of Choice, it is easier to recruit top talent and retain employees. • Organizational Effectiveness; Prospective employees are more likely to apply to the organization. At the • Training, Learning & Development; same time, those already working for the company are more willing to stay • Staffing; with an organization that is constantly trying to improve. • Compensation; • Employee Relations; • Workplace Health & Safety; and Attract Customers & Generate More Business • Human Resources Information Management Just like recruiting and retaining top employees, the Employer of Choice Completing this process to submit an application can be time consuming. designation also appeals to customers. They recognize the fact that the There are many benefits that employers, employees, and guests can enjoy. organization will provide a better level of service than competitors. The designation can also increase customer loyalty. If a customer has a great experience the first time, the customer will likely return to the property. Stand Out

The Employer of Choice designation is achieved when organizations meet Get Noticed employment standards, while also going over and above to strive for the best. This is reflected in an organization’s business processes as well as in The Alberta Hotel and Lodging Association advertises the properties each of the functional areas of human resources. Hotels and motels set that have achieved the Employer of Choice designation in a variety themselves apart and stand out by going the extra mile. of publications, such as the Alberta Accommodation Guide as well as the AHLA website. This is an excellent way for an organization to be recognized and stand out as one of the places that exercise best practices in human resources.

Show Off Organizations that have achieved the Employer of Choice designation are free to use the logo on all communications, whether internal or external. This not only looks nice on all of the communication pieces going out, it is a great reminder of the high standards that the AHLA Employer of Choice program operates on. So, what are you waiting for? Visit www.ahla.ca for more information on how you can become a 2016 Employer of Choice! Remember to mark your calendar - the application deadline is November 30, 2015.

, 24 ADVERTISERS

AHLA 29 Jani-King of Southern Alberta 10 Alberta Blue Cross 5 McCallum Printing Group 26 Alberta Hospitality Safety Assn 7 Northern Feather 14 Alberta Laundry Systems BC Oaktree Carpets 18 Buhler Hospitality 10 Patio Frontiers 15 Colliers International Realty 9 Restwell Sleep Products 30 Coronet Equipment IFC RONA Inc 13 DDL Group 24 Sealy Canada 28 DeFehr Furniture 27 Serta Mattress 9 Eldreth Enterprises Inc. 23 Superior Quilting 13, 26 Fusion Woodworks 19 Western Financial Group Gordon Food Service - Calgary 27 Insurance Solutions IBC Image Distributors 22 Westport Manufacturing 6 Intello Technologies 21 Zep Sales & Service 15

30 | alberta hospitality

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