The 25Th Annual Pinnacle Awards Issue

CANADIAN PUBLICATION MAIL PRODUCT SALES AGREEMENT #40063470 hoteliermagazine.com THE MAGAZINEFORHOTELEXECUTIVES/

is named Companyof theYear STARS SHINING SilverBirch Hotels&Resorts DECEMBER 2013$4 PINNACLE THE 25TH AWARDS ANNUAL ISSUE

KRUGER PRODUCTS : SUSTAINABILITY 2015 IN ACTION

reduction1 in In 2010, we launched energy consumption Sustainability 2015 6.7% (7.1% reduction1 since 2009) and set to work on various initiatives to meet our nine targets. At the reduction1 in midway point of 2 our journey we GHG emissions are proud to share 7.5% (19.4% reduction1 since 2009) our progress.

We have experienced challenges along the way, but they have helped us tackle situations in different ways and develop solutions in an ever-evolving industry. of fi bre third-party certifi ed This has truly been a company-wide effort. 96% Employees from every department and each of our sites—manufacturing and head offi ce—have contributed to projects and initiatives that are helping us achieve our targets. improvement in We are committed to sustainable growth and innovation. 3 I encourage you to visit sustainability2015.ca to keep logistics effi ciency up with our progress and learn more about how 3.4% (7.5% improvement since 2009) we’re building a sustainable future.

increase in FSC®- certifi ed fi bre utilized 10.4% (FSC fi bre represents 53% of total fi bre) Mario Gosselin Chief Executive Offi cer

©2013 ® and ™ trademarks of Kruger Products, L.P. ®’ registered trademark of Kimberly-Clark Worldwide used under license. EARTH DAY® and the DAY® EARTH used under license. Worldwide trademark of Kimberly-Clark ®’ registered L.P. ©2013 ® and ™ trademarks of Kruger Products, Canada (1991) Inc. Canada (1991) Inc. used with the permission of Earth used with the permission of Earth Day Day Canada (1991) Inc., Canada (1991) Inc., trademarks of Earth trademarks of Earth Day Day Leaf & Swirl Design™ are Leaf & Swirl Design™ are 3Cube utilization. 3Cube utilization. 2Scope 1. 2Scope 1. A.C 1Absolute based. A.C 1Absolute based. Council, Council, Stewardship Stewardship ®FSC—Forest ®FSC—Forest used under license. used under license. TerraChoice TerraChoice M trademark of M trademark of Became Ofﬁ cial Earth Day Canada Partner

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CLIENT Kruger Products BLEED SIZE 8.375” x 11.125” PUBLICATION COLOUR INFORMATION DOCKET # 10157 TRIM SIZE 8.125” x 10.875” Hotelier 2013

PROJECT Sustainability LIVE AREA CMYK APPLICATION InDesign LANGUAGE English

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DATE October 18, 2013

1384 Cornwall Road T 905.339.3500 Account Manager Heidi Avery X 256 Oakville ON L6J 7W5 F 905.339.3556 Art Director Scott Raven X 227 Volume 25, Number 8 | December 2013 Contents

32 SUPPLIER OF THE YEAR BANKING ON INTEGRITY CBRE Hotels brings transparency to the table, leading to triple-digit sales growth and capturing more than half of all brokered deals in Canada By Denise J. Deveau

45 VIVE LA DIFFERENCE Independent hotel operators are working smarter to set Features themselves apart from the competition 10 CONFERENCE REPORTS By Lindsay Forsey A recap from Unisource’s Strategic Branding conference, Best Western’s convention, the Vacation Ownership 49 SUITE SENSATION Conference and The Western Canadian Hotel & Resort Today’s hotel suites appeal Investment Conference to the desire to be pampered with luxury, technology and 16 LOCAL INSPIRATION, GLOBAL APPEAL space to unwind Hotelier ends its retrospective series on HAC’s 100 years, By Iris Benaroia with a look at the last two decades By Brianne Binelli 57 PARKING POWER 17 THE 25TH ANNUAL PINNACLE AWARDS Are hotel managers Celebrating Excellence in Hospitality underestimating the revenue-generating potential 18 THE PINNACLE HALL OF FAME of their parking lots? Honouring 25 years of Pinnacle Award success By Laura Pratt

20 COMPANY OF THE YEAR 61 A NEW FRONTIER HEAVY METTLE Find out which technological SilverBirch Hotels & Resorts’ vigorous, thoughtful trends are taking over the and big-picture development wins attention in 2013 hotel’s front desk By Laura Pratt By Jennifer Febbraro

24 REGIONAL COMPANY OF THE YEAR WALKING THE WALK Departments Toronto’s Skyline Hotels & Resorts commands attention as a diversified company with blue-chip hotels, four-season 2 EDITOR’S PAGE resorts and real-estate holdings By Ian Harrison 5 CHECKING IN 64 HOTELIER: Jeff Waters, 28 HOTELIER OF THE YEAR The Omni King Edward Hotel, A MAN FOR ALL SEASONS Toronto Dimitrios Zarikos ushers Four Seasons Toronto into the 21st century By Jennifer Febbraro

ON THE COVER: Steve Giblin, president and CEO, SilverBirch Scan to view our website Hotels & Resorts COVER PHOTOGRAPH BY ROBERT KARPA hoteliermagazine.com DECEMBER 2013 HOTELIER 1 EDITOR’S PAGE

RAISING A GLASS

innovative concepts in foodservice or hotel management as well as their contributions to the image of the industry through civic, educa- tional and community involvement. In lauding their efforts, we under- line the importance of excellence in foodservice and hospitality, recognizing that it’s through their innovation that we TOASTING SUCCESS: (standing, here has the time become stronger. l to r) Brianne Binelli, Steve Hartsias (F&H, account manager), gone? That’s one As the team at Kostuch Media Tina Alexandrou, Jackie Sloat-Spencer, question typically raises a glass to congratulate this Margaret Moore, Derek Rae, W Brenda James, Mark Spasaro asked at the end of a year. But, it’s year’s winners, we also salute a job (F&H, account manager); an even more relevant question well done on many fronts. First, we (sitting, l to r) Elsie Redekopp, at Kostuch Media Limited (KML) look back with pride, celebrating Rosanna Caira, Jim Kostuch, Maya Tchernina, Mitch Kostuch. where we are celebrating the the myriad achievements of the Not pictured: Wendy Gilchrist, 25th anniversary of our signature magazines and the industries we (F&H, account manager) Pinnacle Awards program. serve. Secondly, we pay homage to When Hotelier magazine’s sister the award-winning efforts of the publication, F&H, launched its remarkable individuals and compa- Man of the Year award (the precur- nies that have shaped this sector. sor to the Pinnacles) in December And, finally, we toast the future,

1988 — presenting the inaugural looking forward to the continua- PHOTOGRAPHED BY MARGARET MULLIGAN AT THE WESTIN PRINCE TORONTO award to George Cohon, then presi- tion of a time-honoured tradition of dent of McDonald’s Restaurants of excellence. Canada — we never could have In the spirit of the holiday imagined how one award would season, on behalf of our president, spawn several others. Today, it’s Mitch Kostuch, and the KML team, a program that encompasses a we’d like to wish our readers and collection of awards presented advertisers a happy and healthy annually (this year there’s seven holiday season filled with many for F&H magazine and four for special moments and, as always, a Hotelier magazine). touch of magic. With each award presented, we have shone the spotlight on ROSANNA CAIRA talented individuals and compa- Editor and Publisher nies distinguished for establishing [email protected]

2 DECEMBER 2013 HOTELIER hoteliermagazine.com MITCH KOSTUCH | PRESIDENT & GROUP PUBLISHER [email protected]

ROSANNA CAIRA | EDITOR & PUBLISHER [email protected]

MARGARET MOORE | ART DIRECTOR [email protected]

BRIANNE BINELLI | MANAGING EDITOR [email protected] JACKIE SLOAT-SPENCER | ASSISTANT EDITOR [email protected]

MAYA TCHERNINA | WEB COMMUNICATIONS SPECIALIST [email protected]

DEREK RAE | MULTIMEDIA MANAGER [email protected]

BRENDA JAMES | SALES & MARKETING MANAGER [email protected]

JIM KOSTUCH | DIRECTOR [email protected]

CIRCULATION PUBLICATION PARTNERS [email protected] (905) 509-3511

ELSIE REDEKOPP | ACCOUNTING [email protected]

TINA ALEXANDROU | EXECUTIVE ASSISTANT [email protected]

ADVISORY BOARD: David McMillan, AXIS HOSPITALITY INTERNATIONAL; Bill Stone, CBRE; Anthony Cohen, CRESCENT HOTELS — GLOBAL EDGE INVESTMENTS; Christiane Germain, GROUPE GERMAIN HOSPITALITÉ; Lyle Hall, HLT ADVISORY; Charles Suddaby, CUSHMAN & WAKEFIELD LTD. — HOSPITALITY & GAMING GROUP; Scott Allison, MARRIOTT HOTELS CANADA; Ryan Murray, HARBOUR HOUSE HOTEL — NIAGARA’S FINEST INNS; Drew Coles, OXFORD PROPERTIES; David Larone, PKF CONSULTING; Geoffrey Allan, PROJECT CAPITAL MANAGEMENT HOTELS; Stephen Renard, RENARD INTERNATIONAL HOSPITALITY & SEARCH CONSULTANTS; Anne Larcade, SEQUEL HOTELS & RESORTS; Michele McKenzie, THE CANADIAN TOURISM COMMISSION; Michael Haywood, THE HAYWOOD GROUP; David Mounteer, THE THOMPSON HOTEL, TORONTO; David Whitaker, TOURISM TORONTO

HOTELIER is published eight times a year by Kostuch Media Ltd., 23 Lesmill Rd., Suite 101, Toronto, Ont., M3B 3P6, (416) 447-0888, Fax (416) 447-5333. All rights reserved. Subscription rates: Canada: $25 per year, single issue $4, U.S.A.: $30 one year; all other countries $40 per year. Canadian Publication Mail Product Sales Agreement #40063470. Member of: Canadian Circulations Audit Board, the American Business Media and the Canadian Business Press. We acknowledge the financial support of the Government of Canada, through the Canadian Periodical Fund (CPF) for our publishing activities. Printed in Canada on recycled stock.

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CTHE LATEST hINDUSTRY NEWSe FORc HOTEL EXECUTIVESk FROMin CANADA g AND AROUNDI THEn WORLD BRAND CANADA The Tourism Toronto Board is focused on attracting visitors from across Canada to the city. During the association’s AGM, David Whitaker, president and CEO, cited statistics that show Canadians made 56-million trips to the U.S. last year, 13 million more than in 2007. “The border states have been declining dramatically,” said Whitaker, adding Canada is no longer viewed as a discount destination. “Our future success will come from people flying here, and we have to talk to them in BLUE SKIES AHEAD their language,” he stressed. A surge in U.S. overnight visitors and conferences spells growth for Toronto tourism BY ROSANNA CAIRA

fter a somewhat challenging year, the executives at Tourism Toronto are anticipating blue skies ahead. It was a theme underlined at the 88th AAGM, held at the Metropolitan Toronto Convention Centre. Speaking to 800 industry stakeholders, Johanne Belanger, president of AVW Telav, and chair of Tourism Toronto, noted the 15 months since the association’s last AGM has been “remarkably trying.” But, despite the challenges, she added, “it’s also been a remarkably exciting time filled with opportunity.” During the past year, the association has made headway in promoting Toronto as a destination, with the city landing on more top 10 lists than ever before. David Whitaker, president and CEO of Tourism Toronto, walked attendees through highlights of the past year and introduced a strategic five-year plan for the association. After a sluggish few years, Toronto tourism is on track for growth, said the leader, citing statistics that show more than 10-million HERE THEY COME overnight visitors travelled to the city in 2012, spending $3.6 billion — or $4.6 The convention business is heading into billion if you factor in same-day visits — and creating 315,000 jobs. The city overdrive next year, with 51 citywide sold nine-million room nights, attracting 1.4-million overnight visitors from conferences on the books for 2014, overseas. And, based on STR stats cited at the AGM, in 2012 Toronto was the 11th top hotel destination in the world with occupancy of 67.6 per cent. compared to 10 in 2012. The numbers, Whitaker also announced a slate of citywide conventions to be held in which were revealed at Tourism Toronto’s Toronto in the next couple of years, including the PMA Education Conference 88th AGM, were complemented by quips (June 2014), which will attract 250 of the top meeting planners in the world. about contentious bookings. “I keep And, new attractions and accommodations have been popping up downtown, hearing ‘Why are you investing half a including the much-anticipated Ripley’s Aquarium of Canada and the new million dollars to stage the NBA All-Star development at the South Core centre, which will be home to the new Delta Game?’” said Michael Chan, Minister of Hotels’ flagship. Tourism & Sport, referring to the money Interestingly, while U.S. visits have dropped in recent years, Toronto hosted paid to Maple Leaf Sports & Entertain- 2.14-million overnight visitors from the U.S. in 2012, an increase of 96,000 ment to secure the event. The benefits of Americans, representing 4.4-per-cent growth, the largest single increase in nine staging the game is “music to my ears,” years. “Year to date — we are on pace to have another record year of overnight he said, answering his own question. visitors from the U.S,” boasted Whitaker, and 2013 “will be the third-consecu- tive year that we’ve seen an increase — after over a decade of decline.” hoteliermagazine.com DECEMBER 2013 HOTELIER 5 LET’S GROWING GET GREEN DIGITAL “They say he who plants a tree, plants hope,” said Paul Couto, GM of the Hilton Garden Inn Toronto Airport (pictured, left, with Vito Curalli, senior director Canada/Latin America for HUMMINGBIRD has landed. Hilton Worldwide) who celebrated Google recently launched its newest the property’s recent LEED certifica- search-engine algorithm, Humming- tion. “When we opened this hotel four bird, which enhances how multiple years ago, we had a lot of hope — that word searches are performed. It links this hotel would be successful, that the context of the words, searching business would grow.” Green efforts terms as a natural sentence, rather have blossomed around the proper- than individual keywords. It also ty, with additions such as an electric assesses the context of the query car-charging station, a water-conser- and the user’s intent. And, as if vation program, a white roof that that’s not enough, it determines the keeps the interior temperature cooler “freshness” of the site, the volume in summer and warmer in winter, and type of previous searches and drought-resistant plant species in its whether it’s stacked with key words exterior landscape and LED signage or real content. lighting that reduces energy consumption by more than 18 per cent. The FAST FACTS green design was conceptualized by n Marriott recently unveiled a mobile check-in Burlington, Ont.’s Chamberlain Archi- feature for Marriott Rewards guests at 329 of its properties in the U.S. and Canada. From 4 tect Services, with LEED consulting, p.m. on the day prior to arrival, members can mechanical and electrical engineer- check in. They will receive a notification when ing by Burlington, Ont.’s Millennium their room is ready and can pick up their room Engineering and project manage- key at the mobile check-in desk. (For more ment services by North York, Ont.’s on this, turn to story on p. 61.) Kingslake Group. n Mobile hotel bookings seem to follow a pattern, as 60 per cent of these reservations from the first half of 2013 have been booked the same day, reports Hotels.com. InBrief

Warren Markwart is DoubleTree by Hilton has landed in Quebec, with the DoubleTree the principal of MK2 by Hilton Gatineau-Ottawa. The former Château Cartier hotel was Hospitality, Toronto, unveiled after a $3-million revamp of the guestrooms, public areas and which specializes in amenities. The company has also entered the Saskatchewan market, with integrating hospitality technology with the 235-room DoubleTree by Hilton Hotel and Conference Centre revenue-management Regina...The Fairmont Château Laurier in Ottawa has been sold to The strategies, guest service and business Capital Hotel Limited Partnership, an affiliate of Vancouver’s Larco objectives. He can be reached at warren. Investments...SilverBirch Hotels & Resorts has rolled out Revinate, a [email protected]. reputation-management software service that streamlines guest feedback and online reviews. The software will soon be used at 20 properties across CORRECTIONS: In the September issue of Hotelier, Canada. In other tech news, Starwood Hotels & Resorts rolled out a it was reported that Justin Schinkel is the owner of new iPad app for its Starwood Preferred Guest loyalty program, which the Motel 6 in Airdrie, Alta. In fact, Schinkel owns and includes top Starwood-branded resorts, loyalty account information and a operates the Motel 6 Headingley-Winnipeg West Hotel in Headingley, Man. The Airdrie property mentioned streamlined booking process...According to a study by Phoenix Marketing in the story titled “Flush with Style” is owned by Miko International, Best Western had the greatest overall share of hotel guest- Hotel Ventures and is slated to open in 2014...Unfortu- room nights in Canada in September with a 16-per-cent share, followed by nately, due to a computer glitch, the October/Novem- ber issue of Hotelier did not list GUPM Construction Holiday Inn and Holiday Inn Express, at six per cent each...Isadore and Managers in the Construction category of the Almanac Rosalie Sharp have received the Woodrow Wilson Award for Corporate edition. Hotelier regrets the omission. Citizenship, in recognition of their dedication to the common good.

6 DECEMBER 2013 HOTELIER hoteliermagazine.com FRESHENING UP

The Choice Hotels Canada team shared new strategies for attracting guests at its annual fall conference, which hosted 250 franchisees in Ottawa. It’s been a busy year, with 14 new properties in Canada set to open by the end of 2013 and significant capital improvement plans for existing properties. There will be $65 million in renovations at the company’s Comfort hotels and $20 million at its Quality, Clarion and Econo Lodge properties. “[These are] high-impact renovations, squarely aimed at taking back share from those who have been stealing it from us,” said Tim Oldfield, managing director Overall, the 2014 marketing plan involves a push towards of Franchise Performance for Choice Hotels Canada. “It’s digital. Meanwhile, stand-out franchisees were celebrated still early days, but we’re encouraged by what we’re seeing, at the Canadian Museum of Nature with the presenta- including increases in occupancy, rate and guest-satisfac- tion of Awards for Property Excellence. Seven national tion scores.” Marketing was also a hot topic at the confer- winners were announced, including Chateau Saint John ence. Moving beyond age, sex and income tiers, Choice Hotel & Suites, Saint John, N.B. (Highest Guest Satisfac- is targeting consumers based on behaviour. For example, tion); Econo Lodge Inn & Suites, Moncton, N.B. (Most after identifying sports fans as a market, the team has been Improved Room Condition); and Comfort Inn Toronto advertising on sports-focused TV stations such as TSN Airport, Mississauga, Ont. (Highest Choice Privileges and Réseau des sports, and, more recently, Sportsnet. Enroller Rate). — Jackie Sloat-Spencer

hoteliermagazine.com DECEMBER 2013 HOTELIER 7 People Residence in Toronto. He was previously executive sous chef at the Omni King Edward Hotel...SilverBirch Stephanie Segoura is the new GM Hotels & Resorts has appointed STEPHANIE SEGOURA BRUCE WALLNER of the Sofitel Montreal Golden Mile three new members to its manage- Solutions as the director of Strat- and the company’s first female GM in ment team, including Vivek Sharma, egy and Global Accounts...Philadel- North America. She was previously corporate director-Operations; Hilary phia, Pa.-based SCA, the makers of the hotel manager of Sofitel London Sinclair, director-Business Trans- Tork products, received praise from St James in London, England and formation; and Mo-Jean Lai, corpo- the World Wildlife Fund (WWF) has held sales positions in various rate director-Organizational Devel- for disclosing its ecological footprint hotels in the U.K...David Connor opment...Master Sommelier Bruce from 44 international production is the new area managing director of Wallner has joined the team at sites, in the WWF Environmen- Eastern Canada for Starwood Hotels the Trump International Hotel & tal Paper Company Index 2013... & Resorts and GM of the Sheraton Tower Toronto. Wallner was certi- BinPak compactors from Woodstock Centre Toronto Hotel. He will be fied in 2009 and earned the title of Ont.-based Binpak were featured on responsible for operations, sales and Ontario’s Best Sommelier in 2012. the CBC TV Series Dragon’s Den marketing at the Sheraton as well in October. The ‘Dragons’ offered as six Starwood properties in Toron- BinPak execs financial assistance to, Ottawa and Montreal. In other SupplySide in return for royalties...Dayton, Starwood news, Anthony Ingham Ohio-based Staco Energy Products is now VP of North America Brand Company introduced its First- Management for St. Regis Hotels Line PL, a parallelable three-phase & Resorts, Luxury Collection, W Richard Dickson has joined the Uninterruptable Power Supply for Hotels Worldwide and Le Méridien Days Inn sales team as its new 10-40 KVA applications, featuring brands...Joe Grado is the new execu- national sales manager in Canada. He 94 per cent lower energy costs and a ad1.pdf 1 2013-11-20 1:53 PM tive chef at One King West Hotel & previously worked at Custom Travel reduced carbon footprint. u

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Unisource’s inaugural Strategic Branding Julie Cottineau, BrandTwist Conference offered tips to develop successful brand strategies BY JACKIE SLOAT-SPENCER popularity of consumer brands, such as Nike and Virgin Atlantic. Success- ful brands identify a problem (such as long check-in lines) and provide a solution. “When does your brand nisource’s inaugural Meanwhile, as Canada’s develop- experience begin and end? It doesn’t Strategic Branding ment pipeline grows by Smith Travel start and stop where you think it Conference for the Research’s reported 200 hotels, there’s does,” Cottineau told the crowd, lodging sector united never been a more important time citing an example of Virgin Atlantic industry experts to to maximize brand efficiency. The airlines, a company that begins the explore the benefits and challenges of key is to carve out a niche. “Eighty branding experience in the customer’s Ubranding, showing how, when done per cent of CEOs believe their brand home. The customer is picked up by right, it can help hotels stand out, is differentiated, but only eight per a Virgin Airlines limo and taken to improve the guest experience and cent of consumers agree,” warned the airport, bypassing the airport lines boost revenue. Dr. Chekitan Dev, associate profes- with a streamlined check-in. Tony Pollard, president of the sor of Strategic Marketing and Brand Later in the afternoon, Cottineau Hotel Association of Canada, laid Management at Cornell University, noted that hotel brands are becoming the foundation for the conference, referring to a study from Bain & Co., complacent in certain procedures and giving an overview of the associa- a Toronto-based consulting firm. should break free from that mould to tion’s Annual Travel Intentions When outlining 10 challenges to attract business. She offered standard Survey, which shows that mid-market branding, he noted that transparency check-in times as an example. hotels with restaurants are attracting is a concern, due to the popularity of “Hoteliers don’t want to change the the most leisure travellers. Interest- online review sites and social media. way they’ve always done it, because of ingly, when business travellers select “It’s almost as if you’re operating your inventory levels, but a company like a hotel, the number-1 attribute they hotel with a bubble around it,” he Zipcar proves a rental doesn’t have to look for is friendly service, followed said, urging hotel owners to respond be a 24-hour period — and it works.” by free Wi-Fi in rooms and a property quickly and on-brand to reviews and Overall, execs learned that the that’s close to work. There’s also customer feedback. most effective brand champions are a growing opportunity to market The attendees also learned tricks frontline workers, therefore empower- the “greenness” of a property, as it’s and tips from branding experts, ing front-desk employees and house- becoming a non-negotiable for those such as Julie Cottineau, CEO of keepers to solve problems without booking business travel. BrandTwist, who examined the escalating issues is a key to success. u

LIGHTBULB MOMENT In an interactive afternoon activity, hospitality executives formed groups to identify areas of improvement in hotels. By recreating hospitality experiences, with inspiration from major consumer brands, they brainstormed ways to add value to their offerings by rewarding loyal customers, identifying partnerships and endorsements and creating new products. (l to r) Tony Pollard, HAC; Dr. Chekitan Dev, Cornell University; Tony Pollard, HAC Julie Cottineau, BrandTwist; and Chris Crenshaw, STR

10 DECEMBER 2013 HOTELIER hoteliermagazine.com CONFERENCE REPORTS

BRAND BOOST Best Western’s annual convention highlighted plans for growth in the extended-stay market Dorothy Dowling, SVP of Marketing and Sales

BY BRUCE SERLEN

ased on its recent successes, the management team at Best Western International expects to increase the brand’s international presence in 2014, with a special focus Bon the Canadian market. David Kong, president and CEO, outlined the membership associa-

tion’s strategy for next year at its David Kong, president & CEO annual convention held in San Antonio, Texas in October. “Thanks praise. “The 52-room Best Western branding is yet to be finalized. to the success of the descriptor Premier C Hotel by Carmen’s in Best Western has had a long and program that we launched two-and-a- Hamilton, Ont., features a dramatic successful history in Canada, which half years ago, Best Western Plus and contemporary design and a strong bodes well for 2014 and beyond, Best Western Premier now compete food-and-beverage program since it’s noted Dorothy Dowling, SVP of in the industry’s upper-midscale and owned and operated by one of Hamil- Marketing and Sales. “We’ve estab- upscale segments, respectively, while ton’s leading banquet and catering lished a strong presence in the major core Best Western hotels continue to families,” Pohl said. By contrast, markets as well as secondary and compete in the midscale category,” the 110-room Best Western Plus tertiary markets. Many of our sales Kong said. Hotel Levesque in Rivière-du-Loup, and marketing initiatives over the As a result of classifying the brand’s Que., offers a resort and group focus. past few years have been particularly more than 2,000 hotels in North “Overlooking the Saint Lawrence well-received in Canada,” she said, America into three separate catego- River, the Levesque features multiple singling out promotions meant to ries, Best Western hotels are showing meeting rooms as well as a full-service grow Best Western Rewards, the strong RevPAR index numbers in spa, indoor swimming pool, restaurant brand’s loyalty program. both Canada and the U.S. Core and lounge,” he added. Best Western has also continued Best Western hotels, for example, One project bound to be a its successful marketing partner- achieved a 2012 RevPAR index of highlight in 2014 will be the rollout ship with the Canadian Automobile 130.3 in Canada, while Best Western of a dedicated extended-stay line, Association (CAA), which mirrors Plus delivered a 105.9 score. The which was announced last year. its relationship with the American differentiated approach is credited “Our market research indicates Automobile Association (AAA). with giving consumers a better idea there’s significant demand for a true “We upped our standards and provide of the specific calibre of hotel they’re extended-stay product in markets better service for their guests,” said booking. “We’re seeing business being across Canada and the U.S.,” said the SVP of Marketing and Sales. channelled our way,” Kong said. Pohl, adding that, “extended-stay Best Western’s bond with Canada In reviewing new hotels that have hotels continue to be one of the is likely to grow even stronger when joined the system in the past year, top-performing industry segments.” the 2,000-plus owners and manag- Ron Pohl, SVP of Brand Manage- Plans call for the new-construction ers reconvene next fall for the 2014 ment and Member Services, singled prototype to carry the Best Western annual convention, scheduled to take out two Canadian properties for Plus descriptor, but the hotels’ official place in Toronto. u hoteliermagazine.com DECEMBER 2013 HOTELIER 11 CONFERENCE REPORTS

A CHANGING DYNAMIC This year’s Vacation Ownership Conference highlighted the need for the sector to morph with the times BY BEATRICE ANG Cornerstone Award Nominee reps (l to r) for Grand Pacific Resort Management, Whistler Vacation Club and Club Intrawest

acation ownership not want to go to places their parents is a demand for more products in companies need to went,” he said. “They want to have a Canada, especially in the West as reinvent their sales vacation and experience new cultures Americans increase their travels and approach to attract a and different destinations. We need purchases. new generation of poten- to change people’s mindset and tell And, new at VO-Con this year tial buyers. That was the message at them that a timeshare is not about was the Cornerstone Award. It was Vthe Canadian Resort Development staying at the same place yearly.” presented to the Whistler Vacation Association’s (CRDA) Vacation Changing that mindset also Club for furthering the ongoing Ownership Conference (VO-Con) involves showing clients the benefits success of the industry. held at Vancouver’s Fairmont Water- of buying instead of renting vacation Overall, Jon Zwickel, CRDA’s front Hotel this past fall. real estate. Conference attendees president and CEO, reported that the Conference attendees learned that learned that Interval International event exceeded expectations. “This the average age of today’s consumer solves this problem by giving custom- is not an easy industry,” he added, has changed. Millennials have ers instant gratification, offering summing up the two-day think-tank. entered the market, and they are reward points in conjunction with “We need to adapt to the economy by often only interested in short-term exchange companies for perks such as having more creative ownership.” vacation real-estate commitments. free flight tickets. Meanwhile, Kevin Next year’s conference will be held What’s more, clients now have infor- Walker, owner and GM of Victoria, in Toronto. u mation readily at their fingertips. B.C.’s Oak Bay Beach Hotel suggest- Five years ago, Indiana-based RCI’s ed vacation ownership companies online sales amounted to 11 per cent; need to build relationships with the CHARTING CHANGE now they’re at approximately 50 per buyer, giving them different owner- Fractional vacation ownership in cent, noted Bob McGrath, president, ship options. Canada has taken a hit in the past RCI. McGrath took the discussion a Positive news also came out of the few years. Ragatz Associates, an Oregon-based consultancy step further. “The younger set does conference, as experts agreed there and market research firm in the resort real-estate industry, shared the stats at The Canadian Resort Development Association’s

Vacation Ownership Conference. PHOTOS BY KIM STALLKNECHT PHOTOGRAPHY

CANADA

2012 2007

Active projects 13 26 Sales volume US$13 m US$253 m Average price US$14,300 US$15,685 per week

(l to r) Wesley Kogelman, Buyatimeshare.com; Ed Romanowski, Bellstar Hotels & Resorts; Paul Savage, Savage Direct Marketing

12 DECEMBER 2013 HOTELIER hoteliermagazine.com Make An Entrance. Make a Statement.

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Each Best Western® branded hotel is independently owned and operated. Best Western and Best Western marks are service marks or registered service marks of Best Western International, Inc. ©2013 Best Western International, Inc. All rights reserved.

500.1028.13_Hotelier_PREMIER_July.indd 1 5/23/13 5:33 PM CONFERENCE REPORTS KEEP IT FRESH The Western Canadian Hotel & Resort Investment Conference offered an optimistic outlook for 2014, with an emphasis on a need to evolve with the times PROJECTS IN THE PIPELINE

BY BEATRICE ANG n Carrie Russell, HVS Vancouver’s O’Neill Hotels & Resorts has acquired four buildings in Pittsburgh. The company also has a 56-room hotel in Santa Teresa, he resort market is not hit 65 per cent by 2015; the highest N.M., under construction. dead, we just have to drive rate since 2007. For 2013, ADR is business,” declared Greg poised to reach $133, a number last n Vancouver’s Sandman Hotels & Ashley, chief strategy seen in 2008. And, resource-rich Resorts is developing two proper- officer of Vancouver’s regions in Alberta are poised to ties in Ontario and two in B.C. Its destination resort developers Replay do well, with demand expected to leadership team is also looking to TResorts, while speaking at the continue to rise. acquire the company’s first property Western Canadian Hotel & Resort Conference discussions also in Texas. Investment Conference. It was held highlighted changes to the resort n Calgary’s Superior Lodging Corp. this fall at Vancouver’s Fairmont product. For example, according to has 12 new hotels (Microtel, Super 8, Waterfront Hotel. reps from Bellstar and Replay, devel- Wingate) being built in Alberta (six), Optimism permeated the event. opers are cutting costs by taking over Ontario (four), Saskatchewan (one) Ed Romanowski, CEO of Calgary’s existing properties where there are and Newfoundland (one). Bellstar Hotels & Resorts, told no start-up costs. And, resort opera- attendees there’s a huge market for tors are learning to share existing n Winnipeg’s Temple Hotels timeshare and fractional markets, infrastructure and/or amenities to assumed ownership of three former with more U.S. firms interested in save money. Centennial hotels in Nova Scotia in a the latter. John O’Neill, president Also on the agenda, was the topic deal that reportedly marked the larg- and CEO of Vancouver’s O’Neill of guests’ evolving habits and prefer- est number of rooms trading hands in Atlantic Canada since 2007. Other Hotels & Resorts, also expressed ences. Experts agreed consumers projects in the company’s pipeline an opportunity for Canadians to don’t want to be restricted or told include the 214-room Courtyard

buy south of the border, where his when they can use their timeshare. by Marriott, located adjacent to PHOTO BY KIM STALLKNECHT PHOTOGRAPHY company is operating in secondary Moreover, fractional owners are Alberta’s Fort McMurray airport. markets such as Pittsburgh, a city looking for more than a hotel room; with a better return on equity. they want to enjoy new experiences There was also good news for (such as arts, culture, sports and travel abroad. “When building these Canadian operations. According to food) and would willingly pay for days, we need to see how the proper- HVS’s 2013 Hotel Valuation Index, excursions such as guided helicopter, ties may become homes for seniors,” the Canadian lodging industry is wine and culinary tours. It was also said Bellstar’s Romanowski. benefiting from increased occupan- noted that there’s a need for more Overall, conference speakers drove cies and ADR that haven’t been this property options in Canada since home the message that the industry is high since the pre-economic crisis. many “snowbirds” need access to the changing, so it’s up to the hospitality Occupancy numbers are on track to Canadian medical system and can’t market to keep pace. u

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LOCAL INSPIRATION, GLOBAL APPEAL Hotelier ends its retrospective series on HAC’s 100 years, with a look at the last two decades

BY BRIANNE BINELLI

he American tourist took centre stage in the Canadian Thospitality industry in the ’90s, but it was technology that trans- formed business after three years of declining occupancy at the turn of the decade. The industry reawakened as computers were used to accurately forecast sales and advancements in reservation and front-desk functions showed a growing sophistication in central reservation systems. Not surprisingly, this busy time was pivotal in the Hotel Association of rated with other business sectors to CANADA SHINES: From hosting the G8 Canada’s (HAC) 100-year history. convince the finance minister to Summit and the Vancouver Olympic Games, In 1991, the association opened a provide GST/HST rebates on food, to celebrating sustainability and dealing with a permanent office in Ottawa, and its beverage, and catering for interna- new economic normal, our country’s hospitality current president, Anthony Pollard, tional meetings and conventions is appealing to the world began his reign. He took the helm coming to Canada. occupancy and room rates, contin- as the organization assumed a leader- In the new millennium, the focus ued development and initiatives such ship role in the “Experience-Canada” shifted as Canada welcomed more as Green Key Meetings (an offshoot promotion, which involved a number international travellers to its shores. of the HAC-developed 1997 Green of advertising campaigns heralding Quebec City’s Château Frontenac Key environmental certification the country, while uniting hotels, played host to the Summit of the program), are keeping the sector airlines, car, rail, charge-card compa- Americas in 2001; Huntsville, Ont.’s competitive. nies and the government. Deerhurst Resort hosted the world’s It’s clear the industry has had its It was the beginning of the promo- G8 leaders in 2010; and Vancouver share of growing pains, but as HAC tion of initiatives that would draw showcased the Great White North celebrates its 100th year in service, tourists and rally government support during the 2010 Olympic Winter there’s positive news ahead, especial- for hospitality in the country. Case Games. But, perhaps, most notable ly as Toronto prepares to welcome in point: in 1993, HAC created for tourism (and hotels) was the the world to the Pan Am Games the Dollar-Awareness Campaign Chinese government’s 2009 decision in 2015. So, the question remains: to educate U.S. travellers about to grant Canada Approved Desti- what does the next century hold for the value of the Canadian dollar; nation Status, making it easier for Canadian hospitality as technology, in 1994, it took a leadership role in Chinese nationals to visit. globalization, government regulations establishing the Canadian Tourism And, although the 2008 reces- and the world economy continue to Commission; and, in 1998, it collabo- sion has led to sluggish growth in rapidly morph? We’ll soon find out. u

16 DECEMBER 2013 HOTELIER hoteliermagazine.com The 25th Annual PINNACLE AWARDS Celebrating Excellence in Hospitality

As we turn the page on yet another year, what better way to bid adieu than to celebrate. The arrival of December, punctuated by bright lights, the sparkle of the season and snow on the ground, marks a month of festivities. When all is said and done, across the country, families and friends come together to celebrate the season, delighting in great company and wonderful food. For the team at Kostuch Media, December also signals a time to celebrate excellence as the industry comes together to honour 2013’s slate of Pinnacle Award recipients. And, this year’s event is rendered even more special as we commemorate the 25th anniversary of the awards program (see Pinnacle Hall of Fame story on p. 18, followed by profiles of this year’s four winners). As we toast their success, we revel in good cheer, conviviality and community. Let the celebrations begin. — Rosanna Caira

hoteliermagazine.com DECEMBER 2013 HOTELIER 17 1994 1999 Hotelier of the Year Nicholas Carson, Prince George Halifax Hoteliers of the Year Company of the Year Simon Cooper, Delta Hotels Hospitality Corporation of Manitoba Educator of the Year Michael Beckley, Commonwealth Hospitality Katherine Penny, Ryerson University Robert De Mone, Canadian Pacific Hotels Newsmaker of the Year Westmont Hospitality Corporation Supplier of the Year 1995 Tony Pollard, Hotel Association of Canada Hotelier of the Year Hotelier of the Year Charles McDiarmid, The Wickaninnish Inn Special Lifetime Achievement Rekha Khote, Sheraton Hotel Toronto Airport Klaus Tenter, Four Seasons Hotels 2000 1996 2003 Company of the Year Chain Hotelier of the Year Easton Group of Hotels & Companies Company of the Year Michael Kaile, Waterfront Centre Hotel Superior Lodging Corporation Newsmaker of the Year Independent Hotelier Marriott Hotels of Canada Hotelier of the Year Eleni Skalbania, The Wedgewood Hotel (deceased) Egon Von Foidl, Taboo Hotelier of the Year 1997 Christiane Germain, Germaine des Pres Educator of the Year John Walker, George Brown College Company of the Year 2001 Canadian Pacific Hotels Supplier of the Year Company of the Year Chamberlain Architect Services Ltd. Chain Hotelier of the Year Four Seasons Hotels & Resorts Josef Ebner, Delta Chelsea Inn 2004 Hotelier of the Year Independent Hotelier Stephen Darling, The Westin Grand Company of the Year Si Wai Lai, Vintage Inns Intrawest Resorts Educator of the Year 1998 John Walsh, University of Guelph Hotelier of the Year Bill Bennett/Mary Beaton, Langdon Hall Company/Newsmaker of the Year Supplier of the Year Canadian Pacific Hotels Royal Bank of Canada Educator of the Year Brian White, Capilano College Hotelier of the Year 2002 Vinod Patel, Northampton Group Inc. Supplier of the Year Company of the Year CHM2 Hill Days Inn Canada Lifetime Achievement Don Blakslee, Elgin Hotel

18 DECEMBER 2013 HOTELIER hoteliermagazine.com 2005 2008 2011

National Company of the Year National Company of the Year National Company of the Year Marriott Hotels & Resorts Pacrim Hospitality Services IHG (InterContinental Hotels Group)

Hoteliers of the Year Regional Company of the Year Regional Company of the Year Sheila Wise, Inn at Manitou Antonopolous Group Groupe Germain Maria Schuster, The Aerie Resort Hotelier of the Year Hotelier of Year, Eastern Canada Educator of the Year Patrice Basille, Brookstreet Hotel Paul Verciglio, Park Hyatt Hotel ITHQ Supplier of the Year Hoteliers of Year, Western Canada Supplier of the Year A Couple of Chicks E-Marketing Andre & George Schwartz, Post Hotel ResortSuite 2009 Supplier of the Year 2006 PKF Consulting National Company of the Year National Company of the Year Atlific Hotels 2012 CHIP REIT (Hospitality) Regional Company of the Year National Company of the Year Hotelier of the Year Monte Carlo Inns Fortis Properties Inc. Louis-Robert Handfield, Hotel Vogue Hotelier of the Year Regional Company of the Year Educator of the Year David Mounteer, Auberge Ste. Antoine Pomeroy Inn & Suites Bill Pallett, Delta Hotels Supplier of the Year Hotelier of the Year Supplier of the Year Harry Christakis, HC Architects Heather McCrory, Fairmont Royal York AVW Telav Audio Visual Solutions 2010 Lifetime Achievement 2007 Tony Pollard, Hotel Association of Canada National Company of the Year National Company of the Year Starwood Hotels & Resorts Sandman Hotels, Inns & Suites Regional Company of the Year Regional Company of the Year Sawridge Inns & Conference Centres Easton’s Group of Companies Hotelier of the Year Hotelier of the Year Geoff Allan, Hôtel Le Crystal Sue Murray, Niagara’s Finest Inns Supplier of the Year Supplier of the Year Group Lockhart Yabu Pushelberg hoteliermagazine.com DECEMBER 2013 HOTELIER 19 GOLDEN STANDARD: Steve Giblin, president and CEO, SilverBirch Hotels & Resorts

20 DECEMBER 2013 HOTELIER hoteliermagazine.com Company of the Year h HEAVY METTLE SilverBirch Hotels & Resorts’ vigorous, thoughtful and big-picture development wins attention in 2013

BY LAURA PRATT | PHOTOGRAPH BY ROBERT KARPA

hen hotels do well, SilverBirch’s team of 3,000-plus hotels, and we’re doing it all at the everyone benefits,” associates oversees a stable of 20 same time,” adds Giblin. “It’s a says Steve hotels that includes independents substantial investment in Canadian Giblin, president and such major franchise brands hotel real estate, and we’re creating and CEO of as Marriott, Radisson, Hilton, a lot of jobs.” He adds: “If we want WSilverBirch Hotels & Resorts. At Quality, Best Western and Ramada. to be successful in Canada, and we’re least that’s the case with the busy This year, the company will invest positioning ourselves to be forever Vancouver-based firm, which has more than $200 million into the players, we need great talent to run enough irons in the Canadian hotel- Canadian economy by way of hotel our hotels. So, we want to actively development fire to spark a confla- renovations. Additionally, it has work with the industry and hospital- gration. $300 million in committed capital ity and business schools to produce SilverBirch’s roots can be traced and another $300 million in projects people that are going to work in back to the Canadian Hotel Income under consideration. The construc- Canada and continue to build our Properties REIT (CHIP REIT), tion of 17 new hotels is on the books business.” which launched in 1997 as the for the next three to five years. Those jobs — some 850 country- country’s first hotel REIT. By 2007, Such frenzied activity vaults wide — will be created due to a the British Columbia Investment SilverBirch above much of its number of SilverBirch projects. Management Corporation (BCIMC) competition. “There’s not a lot of To wit, the company has plans privatized the TSX-listed CHIP people pulling off the magnitude of to open five hotels in Canada in REIT and converted it to Silver- projects these guys are,” says Tom the next few months, including Birch Hotels & Resorts. Since then, Lorenzo, VP and managing director reopening the former Regina Inn it has emerged as one of Canada’s of Development for Hilton World- Hotel and Conference Centre as top-performing hotel-management wide’s Canada and Northeast U.S. the DoubleTree by Hilton Hotel companies, outpacing the indus- operations, while speaking of his and Conference Centre Regina, the try in RevPAR growth, cultivat- company’s hotel partner. “Having 10 DoubleTree by Hilton West Edmon- ing strong regional infrastructure to 14 projects on the go at any given ton and two hotels in a mixed-use and hotel-management expertise, time makes you a big developer.” project in downtown Halifax that posting significant and incrementally “We’re doing a lot of creative will occupy the former Citadel Hotel escalating sales figures, overseeing things in Canada and are probably site: Homewood Suites by Hilton successful marketing and franchise the only ones aggressively selling and the Hampton Inn by Hilton. support programs and demonstrating hotels, potentially buying hotels, Finally, SilverBirch is renovating the a refined understanding of branding. building hotels and renovating Mayfield Inn & Suites in Edmonton

hoteliermagazine.com DECEMBER 2013 HOTELIER 21 to become a Home2 Suites by Hilton “extraordinary volume” of activity, average in overall customer satisfac- West Edmonton, the first of its brand huge even by American standards. tion and ranking in the top 20 per in Canada. “It’s been really rapid growth and cent for their respective brands (out “Canada needs to reinvent itself as credibility, with the two premier of 708 Fairfield Inn & Suites, 637 a destination for worldwide travel- hotel companies in the world, in a Residence Inns and 219 TownePlace lers,” says Giblin. “The reason we’re short period of time.” Suites). slipping in international tourism is Partnerships aside, the SilverBirch But, beyond the company’s purely attributable to two things: one, we’ve team also focuses on innovation. business pursuits, SilverBirch has a got a stronger dollar than we have This past May, the Radisson Edmon- long-standing commitment to the in the past but also because other ton South introduced LobbyFriend, environment. In 2002, it became destinations are outcompeting us for a temporary social network hotel Canada’s first hotel-management international travel dollars. Some of platform that enables guests to company to have all its proper- it’s our pricing on our airlines and connect with each other and staff, ties certified under the Green Leaf some of it’s our lack of marketing for while also accessing information on Eco-rating program. New builds use our tourism. [Destinations such as] special deals as well as local events less heat, light and power, and all Banff, [Alta.], some places in Ontario, and restaurants. materials are earmarked for re-use. Whistler, [B.C.], and the Maritimes, The SilverBirch Conference More than that, the company has aren’t enjoying the business they Centre concept is another unique developed relationships with the have in the past. I hear people saying program, which provides a solution communities in which it lives. Its they’re going into the States to buy for meeting planners’ woes. It features Friends-in-Need program has raised discounted tickets to Hawaii. I’m a comprehensive pricing scheme, $1.15 million for worthy causes like: ‘Why aren’t you going to the which includes all the details — from across Canada since 2000, includ- Maritimes?’” built-in white boards and Wi-Fi, to ing The Upper Room Food Bank in In 2009, SilverBirch execs enacted a centralized coffee break that runs Charlottetown and the Make-a-Wish a strategic plan to examine hotel throughout the day and a health- Foundation in Edmonton. business in each major Canadian city oriented luncheon buffet — for a “They’re very conscientious based on the travelling customer’s $99-a-head fee. This way, says Giblin, guys,” says Hilton’s Lorenzo. In fact, needs. It concluded that Canadian clients will not receive a $1,200 Hilton’s select-service hotels typically hotels are often “underdemolished,” bill for what looked like a $400 offer guests a complimentary breakfast languishing past their prime and meeting room. at which only plastic and throwaway negatively affecting the consumer’s There’s also been innovation in utensils are used. But SilverBirch is perception. “These are the places the designing and building of hotels. pressing to allow the use of glass since that, if you stayed there, you’d never Two-dimensional drawings are being it’s a better ecological choice. “They return, but you’re still paying $120 replaced with 3-D models. And, the get involved, and they don’t necessar- a night,” Giblin says. And, so the projects integrate the ideas of all ily take the easy route,” says Lorenzo, company execs took advantage of this players, including architects, design- pointing out that the glass could customer desire for a quality hotel ers and general contractors. “I’ve been potentially increase labour costs. with consistent product and services very impressed with their commit- Asked to sum up the rationale at a fair price by opening established ment to develop quality hotels,” says for his company’s success, and brands, such as Hilton and Marriott. Manlio P. Marescotti, Marriott’s VP Giblin downplays his achievement. To date, SilverBirch has opened three of Lodging Development, one of the “An [urban hotel] can’t support Marriotts, and its next five hotels in beneficiaries of Giblin’s commitment. the demand for summer tourism development are Hilton-branded. At the Residence Inn by Marriott unless there are many quality “They’re as good as it gets,” says Vancouver, execs were so chuffed hotels available,” he says, citing Craig A. Mance, SVP of North with SilverBirch’s reinvention of a SilverBirch’s 200-room Vancouver American Development for Hilton dilapidated apartment building that Marriott, which ran at more than Worldwide, on his company’s choice it held a global brand press trip to the 97-per-cent occupancy in August. to partner with SilverBirch. “Steve hotel to show it off. “But we can’t handle it all. We need Giblin put together a remarkable The company’s efforts are paying several thousand rooms to attract top group; their due diligence is excep- off in more accountable terms, too. In conventions. We want to be part of tional, they have a terrific backer, and 2012, SilverBirch posted a RevPAR that hotel community that’s going they’ve proven themselves excellent increase of more than six per cent. to bring more travellers to Canada hotel operators. They walk the walk.” Through the end of August 2013, all and improve the country’s overall More than that, says Mance, he’s three Marriott-SilverBirch properties [reputation] as a desirable tourism impressed with the franchisee’s were operating well above the brand destination.” u

22 DECEMBER 2013 HOTELIER hoteliermagazine.com InnVest REIT Congratulates the 2013 Pinnacle Award Winners! InnVest REIT is pleased to congratulate our friends and associates in the foodservice and hospitality industry during this year’s 25th silver anniversary of the Pinnacle Awards.

Fairmont Hotel Macdonald Delta Prince Edward Island Sheraton Suites Calgary Eau Claire

Comfort Inn Cambridge Quality Suites Laval Holiday Inn Kingston Waterfront

InnVest REIT holds one of Canada’s largest hotel portfolios together with a 50% interest in Choice Hotels Canada Inc., one of the largest franchisors of hotels in Canada. InnVest’s portfolio currently comprises 131 hotel properties, with over 16,500 rooms, operated under internationally recognized franchise brands. The portfolio is well diversied across hotel accommodation categories, brands, geography and customers.

Corporate O ce: 5090 Explorer Drive, 7th Floor, Mississauga, ON L4W-4T9 www.InnVestREIT.com 905.206.7100 www.InnVestREIThotels.com

Regional Company ofh the Year WALKING THE WALK

THE SKYLINE TEAM: (l to r) Kevin Toth, president & COO; Michael Sneyd, CEO; Gil Blutrich, chairman & president

he genesis of Toronto-based man of Skyline Hotels. Yet, despite where you acquire your lessons.... It’s Skyline Hotels and Resorts Israel’s rep as a start-up nation, the all about learning from mistakes and took root in the dusty streets 47-year-old is hesitant to credit, or learning from experiences.” of Hebron’s Old City in blame, his native Ra’anana, or active Dig deeper, and you’ll discover Israel, where teenager duty in the Lebanon War, for the investment decisions that strike a TGil Blutrich hunted for merchandise acumen that earned him the Ernst balance between gutsy and deliberate. in the glass-and-ceramics quarter & Young Entrepreneur of the Year The numbers tell the story: Skyline to supply a terrarium business that award in 2004. Blutrich is a practical Hotels and Resorts experienced eight- financed his first bicycle. man. “Business is about relation- per-cent RevPAR growth in 2012 Today, Blutrich presides as chair- ships,” he says. “It’s not important compared to 2011, revenue growth of

24 DECEMBER 2013 HOTELIER hoteliermagazine.com

Toronto’s Skyline Hotels & Resorts commands attention as a diversified company with blue-chip hotels, four- season resorts and real-estate holdings

BY IAN HARRISON / PHOTOGRAPH BY MARGARET MULLIGAN

12 per cent and a productivity jump Entrepreneurial bravado and The company’s growth began with of 4.5 per cent, year over year, well methodical analysis — perhaps more a modest slate of executive condo- above the industry average. RevPAR than any other element — is what miniums in 1999 at Toronto’s 109 growth to date in 2013 is 3.5 per cent fuelled a young Blutrich to start a Front St. E. For a consummate oppor- and company execs forecast this will company in Tel Aviv (Mishorim tunist like Blutrich, growth from reach four per cent by the end of the Development Ltd.). It now gener- there was imperative. “We purchased year. Furthermore, Skyline’s occupan- ates approximately $115 million in condos in downtown Toronto and cy rate was 63.5 per cent in 2012 and revenues (of which 55 per cent is started to transform them. Later, is forecast to increase to 66 per cent derived from hospitality while 45 per with that success, we started to dream for 2013. cent is from retail real estate). about buildings that we had control hoteliermagazine.com DECEMBER 2013 HOTELIER 25 over — with no limitations as far as guiding values and principles. From the Skyline’s founder is modest about lease duration was concerned. With the day-to-day management of our his company’s performance over the executive suites, you’re limited. This properties to social responsibility past 12 months. “It’s hard to look at was the vision then, to develop and practices, we’re a focused company. one year. Long-term development control the real estate. We applied it And, Gil’s energy is the catalyst.” is about small steps,” says Blutrich. to our first two hotels, the Cosmopol- Toth is particularly passionate “But if we look at our ratings on sites itan [61 hotel suites, 36 condo suites] when he talks about how employees like TripAdvisor, and the general and the Pantages [87 hotel suites, 49 have handled the company’s recent feedback, we see constant improve- condo suites]. They became our first growth spurt. “When you introduce ment, year in and year out. We all-suites hotels.” a new property to the mix it can take did good deals, like in Cleveland, Once Skyline became a player time to get everyone up to speed which have been very profitable, and on the hotel scene in Toronto, and create a culture where everyone this year we’ve spent considerable Blutrich saw investment opportunity is on the same page. But the buy-in resources renovating and bringing north of the city and a chance to we get is tremendous. We listen to properties up to par. Deerhurst had link the financial district ambition our people, encourage feedback and ... become dated. We spent a lot of with Georgian Bay recreation. constantly look for ways to improve money upgrading 190 suites and gave Blutrich’s decision to purchase the and forge new partnerships,” he says. the property a massive facelift. We’re Port McNicoll, Ont., waterfront These partnerships include the moving the dial. It’s the same at and marina in 2005 for $8 million one Skyline enjoys with Texas-based Horseshoe where we’re 90-per-cent was not unanimously seen as vision- Omni Hotels Corporation, which done renovations. In the main hotel, ary. Today, it looks like a stroke joined The King Edward Hotel’s more than 100 rooms are new, and we of genius. The development of the ownership group (King Edward Realty added a state-of-the-art conference former industrial port led to splashy, Inc.) in July. It’s a group that also centre. We’ve also invested heavily in yet complementary, acquisitions such includes Skyline International Devel- human resources over the last year.” as Horseshoe Resort ($37 million) opment Inc., Canadian businessman The investment in HR includes in 2007 and Deerhurst Resort ($26 Alex Shnaider, the Serruya Realty several new employee training and million) in 2011. Group and Dundee KE Limited development programs. The ‘Lead The Skyline secret, most evident Partnership. Omni Hotels & Resorts the SkyLife’ program was launched over the past year, is the team’s now manages the iconic hotel, but to provide technical training and ability to marry real-estate develop- Skyline continues to play an impor- create a viable service culture across ment with hospitality management. tant role as asset manager on behalf the organization. ‘Reach for the Sky’ “Our business model is not to look of the consortium. is an employee-recognition program at cash flow like a regular hotelier,” Skyline’s 2011 acquisition of the launched in 2012. The web-based says Blutrich. “We look at real estate, landmark Cleveland Arcade complex, tool is an outlet for rewards-based too. We evaluate a property based the ninth building to be listed on the recognition. It’s clear the company’s on existing cash flow, how we can U.S. National Register of Historic innovation will continue. “I see improve it through synergy with the Places, sealed a partnership with improved services and new resorts,” company’s current portfolio and, of another major hospitality player, says Blutrich. “We will spend more course, the upside of the real estate.” the Hyatt Hotels Corporation. The time developing new products like This high-wire act is no one-man Arcade’s 10-year-old, 293-room Hyatt residential clubs, timeshares, member- show, however. Skyline’s successful Regency is still managed by Hyatt ship clubs and other wrap-arounds growth plan is also due to a savvy under an agreement with Skyline. to contribute to occupancy rates and management team brought in during But, the company’s partnerships cash flow; new real-estate opportuni- the last decade, from Michael Sneyd, extend beyond business deals to ties, new blood to the resorts and CEO, to Vadim Shub, CFO. And, community development and include new partners. And, we want the Kevin Toth, president and COO, the likes of Trees Ontario, Clean the residential part of the business to brings the type of astute manage- World and Make-A-Wish Canada. contribute even more to the stability rial talent necessary for success. “Corporate responsibility is a vital of the assets.” The former managing partner of pillar of success for us. These organi- But, the Skyline chairman is not Rockwater — a resort property zations are our partners,” Toth says. content to end a conversation about company based in Alberta and British With a tidy portfolio that now his company without a nod to his Columbia — and former Fairmont includes the Port McNicoll develop- team. “Skyline’s progress could never Hotels & Resorts senior manager, ment, Horseshoe Resort, Deerhurst have been achieved without very defines Skyline’s success succinctly. Resort, the Cosmopolitan Hotel, devoted and enthusiastic associates “Since 2010, we have developed a Pantages Hotel, Hyatt Regency and employees, and management that service culture built around specific Cleveland and Cleveland Arcade, understand the vision,” he says. u

26 DECEMBER 2013 HOTELIER hoteliermagazine.com Congratulations! to our business partners...

SilverBirch Hotels & Resorts Skyline Hotels & Resorts

On being at the Pinnacle of your game

p 1.888.414.3730 e [email protected] w directcash.net directcash.net Hotelier of the Year

h hen Dimitrios Zarikos moved to Toronto from France in 2009 to become the regional A MAN VP and GM of the WFour Seasons Hotel Toronto, he knew it wouldn’t be an ordinary job. After all, leading the luxury chain’s flagship FOR ALL property in the city in which the hotel chain was born is a big deal. But the job would be even more challenging given that the Four Seasons Hotel, a fixture on the Yorkville neighbourhood landscape SEASONS since 1979, would soon be closing and moving down the street. The truth was Dimitrios Zarikos ushers not lost on company execs who undoubt- edly chose Zarikos because of his experi- Four Seasons Toronto into ence in opening new hotels. (During his 27-year career, the hotelier has opened the 21st century seven hotels, including properties in the U.S., Egypt and France.) BY JENNIFER FEBBRARO It’s a move that’s benefited everyone, PHOTOGRAPH BY MARGARET MULLIGAN especially the Four Seasons Toronto. For

28 DECEMBER 2013 HOTELIER hoteliermagazine.com the first time in more than a decade, the hotel has earned a Five-Diamond Award from the CAA (they lost one diamond approximately 15 years ago). That’s due in no small part to Zarikos’ reinvention of this flagship hotel — a tricky manoeu- vre that began when the iconic property reopened in October 2012 after closing in March 2012. A less confident hotelier might have agonized over the closure and panicked about declining occupancy rates, but the Greek-born Zarikos was nonplussed. “Of course, at first it took a while for the rates to build, but I’m very happy with the occupancy rates right now,” he says, acknowledging that there are 120 fewer rooms in the new 259-room hotel. Still, he adds, the rates are back to the same levels they were before the renovation. It’s not unusual for a new hotel to struggle in the low 50s during its first year of operation. But, during the fall season,

SEASONED HOTELIER: Dimitrios Zarikos, regional VP & GM, Four Seasons Hotel Toronto

hoteliermagazine.com DECEMBER 2013 HOTELIER 29 occupancy rates hovered between 70 weeks. Zarikos’ commitment to the Bill Stone, EVP of Toronto-based and 80 per cent. process is evident in the lengths he CBRE, concedes Zarikos is invaluable Zarikos’ leadership during the goes to recreate hotel situations so to the Four Seasons’ rebirth. “He’s extensive renovation and restructur- staff can perfect their skills. A week an amazing hotelier with a wealth ing, and his ongoing reassurance to before the new Four Seasons was of experience. It’s because of Zarikos loyal clientele that the final product scheduled to host its first wedding, that the Four Seasons is setting the would indeed be worth the wait, has for example, Zarikos threw a ‘mock standard for a new era of luxury.” garnered him several major accolades. wedding,’ recreating the menu that When reflecting upon the challenges For example, Travel + Leisure’s It List would be served at the real event Zarikos may have faced, Stone honed 2013 named the Toronto property to be held the following week. Staff in on the difficult crossover phase. the “Best New Hotel in Canada,” invited friends and family to attend, “Because there was a period of time Condé Nast Traveler U.S.A. placed it meals were served, a band played, that the hotel was closed, Dimitrios at the top of its “Hot List 2013,” and dancing ensued — there was even a had to keep everyone abreast of all the Robb Report’s Top 100 Hotels of pretend bride and groom. that was happening. I think for some the World listed it as the “Best Hotel The way Zarikos sees it, happy customers the transition was more in Toronto.” employees mean happy customers. In difficult than expected.” According to David Mounteer, this respect, his leadership tactics are Mounteer agrees. “Dimitrios was GM of Toronto’s Thompson Hotel, unique: he not only cares about the reinventing an icon, but he respects and formerly GM of the Hazelton end results, but he cares how they are the history from which it comes,” Hotel, which was located across the achieved. To accomplish this, Zarikos explains Mounteer. “He has the street from the former Four Seasons, was an active Board member on the ability to straddle two worlds; he Zarikos is a “big picture kind of guy,” committee responsible for creating understands the old-fashioned role of and it’s his attention to detail that the “Employee Experience,” a Four the hotelier but also the necessity to makes him exceptional at his game. Seasons’ global, corporate initiative update the Four Seasons and remake With technological innovation on his that was designed to improve the it for modern times.” agenda, for example, he introduced day-to-day work and life experi- Part of Zarikos’ original plan was to interactive iPads and TVs into every ence of employees. For instance, impress everyone from the moment guestroom to streamline the order- he’s founded the “University of they walked through the lobby doors. ing of room service, spa appointment Four Seasons Hotel Toronto,” a Whether it was through the stunning bookings and online shopping at the program that has managers present a floral arrangements from nearby florist Four Seasons Home Store. 30-minute training session on a topic Teatro Verde, the gourmet restaurant Zarikos has been instrumental in of their choice, which is then deliv- led by celebrity chef Daniel Boulud or spearheading larger programs that ered to peers. the installation of a first-class 30,000- affect every employee of the Four “We want to cultivate a culture sq.-ft. spa, Zarikos wanted guests to Seasons “family” as he calls it. “It’s of recognizing our employees and feel welcome and well served. Serving important to develop relationships engaging them in healthy activities hotel customers and local residents with staff and to provide ongoing that promote a healthy lifestyle,” alike, the Spa remains the gem of the training,” says Zarikos. “Everyone says Zarikos of the Employee Experi- hotel. With 70 staffers, 17 spacious has to be invested to deliver this ence. To foster employee engage- treatment rooms, an indoor relax- level of service at a luxury hotel.” It’s ment, he also launched an official ation pool, an outdoor terrace, two for this reason that staffing the new Community Outreach Team respon- steam rooms and a salon — no other Four Seasons required a rigourous sible for organizing and coordinat- Toronto spa matches its glamour, hiring process that involved four ing employee initiatives such as high design and size. “It’s truly interviews. Though every employee participating in the Terry Fox Run exceptional,” gushes Zarikos. “We of the former Four Seasons Hotel was to raise money for cancer research, are the largest luxury hotel spa in granted an opportunity to apply for donating blood with the Canadian the city of Toronto. It’s a destination work (or receive a generous severance Blood Services and collecting funds onto itself.” package) not everyone was guaran- for the Ronald McDonald House Four years after arriving on the teed a position. and Meagan’s Walk for SickKids Toronto hotel scene, Zarikos Two hundred new staff (selected Hospital. And, the numbers speak for continues to be the wizard behind amongst thousands of applicants) themselves. During Zarikos’ tenure as the curtain, a visionary whose trick were brought on board and had to be regional manager at the Four Seasons is to make great hotels even greater properly trained. Depending on the Toronto, the hotel has raised more and luxury experiences more luxuri- level of expertise needed, training than $500,000 to benefit the Terry ous, all while making the task look took anywhere from three to eight Fox Foundation. effortless. u

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BRE Hotels Canada is a supplier with a grand mission: to become the Cindustry’s foremost provider of brokerage, finance, market research and valuation services. That may seem like a lofty goal for a team that is only three-and-a-half years in the making, but members of this elite group are as seasoned as they come. While CBRE previously had a hotel practice, the Toronto-based group was re-established when Bill Stone, EVP, joined the fold. Today the team of senior professionals, some of who have worked together for years, includes Deborah Borotsik, VP; Mark Sparrow, director of Western Canada; Greg Kwong, regional managing director; Brian Flood, VP, Valuation and Consulting; and Luke Scheer, director of Eastern Canada. Stone himself has been in the hospitality business for 25 years. He put his first stake in the ground with the sale of Toronto’s Windsor Arms hotel in 1989. Prior to joining CBRE Hotels, he spent 22 years with Colliers International hotel group and was previously a consultant with Toronto-based Laven- thol & Horwath. During his career, he’s been involved in more than 250 Canadian hotel transactions valued in

32 DECEMBER 2013 HOTELIER hoteliermagazine.com Supplier of the Year BANKING ON INTEGRITY h CBRE Hotels brings transparency to the table, leading to triple-digit sales growth and capturing more than half of all brokered deals in Canada BY DENISE J. DEVEAU | PHOTOGRAPH BY MARGARET MULLIGAN

CBRE’S TORONTO LEADERS: Bill Stone, EVP; Luke Scheer, director of Eastern Canada; Brian Flood, VP, Valuation and Consulting; Mark Sparrow, director of Western Canada; Deborah Borotsik, VP

hoteliermagazine.com DECEMBER 2013 HOTELIER 33 excess of $4.5 billion. Borotsik explains. expectations placed on us corporate- The revitalized team has already Another success was the sale of ly, and the support, are very high.” created an impressive track record, a partial interest in King Edward CBRE is equally committed to averaging 55 per cent of all brokered Hotels to Omni Hotels, which closed supporting the industry as a whole. deals in Canada over the past two in August, Stone explains. “That In September 2012, it established the years. The company has increased involved a little more than our Canadian Hotel Financing Sympo- revenue production by 158 per cent traditional services, because we had sium, the first standalone lender for the four-month period ending in to negotiate purchase contracts and session dedicated to the hotel indus- April 2013, compared to 89 per cent shareholders’ agreements. There were try. It is also a co-host and active for the same period the previous year. a lot of moving parts and stakeholders participant of the annual Canadian This year they’re on track to nearly involved.” Hotel Investment Conference double last year’s revenue threshold The international scope of CBRE (CHIC). Launched in 1997, CHIC and are already exceeding year-end Hotels’ operations is an advantage in has become a major hotel industry 2012 revenue by 14 per cent. a world where international investors event that draws executives from So, how does a relatively new are increasingly turning their eyes North America together to share entrant capture leading market share? to the Canadian hospitality market, ideas and insights. CBRE has been There are many factors in CBRE’s says Steve Giblin, president and CEO involved in raising more than $1 favour. One is being part of a global of SilverBirch Hotels & Resorts in million for hospitality-focused univer- practice with offices spanning the Vancouver. CBRE conducted four sities in Canada on behalf of CHIC. Americas, EMEA (Europe, Middle sales transactions for SilverBirch, The firm also produces quarterly East and Africa) and Asia-Pacific including the Quality Hotel & newsletters and annual reports that regions, as well as eight decades of Conference Centre in Grande Prairie, provide important market updates global experience. “We have access Alta., in March, and the Saskatoon and industry insights. to 170 people like ourselves globally. Inn & Conference Centre in Saska- Team members also do their part to That’s very important, because we toon in November 2012. “Right promote education and support chari- can bring in a varied number of skill now there is a lot of international table causes. In 2012, contributions sets to mandates that require it. That interest in real estate in Canada. topped $180,000 and were dispersed also means we have the infrastructure Many believe it’s a safe haven for to more than 80 organizations such and capital we need to help grow our real-estate investment and gives good as Big Brothers/Big Sisters of Canada, group,” explains Stone. cash returns. CBRE Hotels is able to the Make-a-Wish Foundation, the While the firm’s accomplishments attract the top entities in the world to Huntington Society of Canada, the are many, there are some deals that come and bid,” adds Giblin. Juvenile Diabetes Research Founda- stand out in the team’s mind. “The What stands out in Giblin’s mind tion and United Way. Sutton Place portfolio was an excep- is the openness and transparency that With such dedication, it’s under- tional piece of business to be involved CBRE Hotels offers. “I feel I am in a standable that Stone expects CBRE with, because it included four hotels partnership with them and not just Hotels’ success story to continue that were taken to market in three in a broker relationship. The team is in the foreseeable future. “Industry overlapping tranches. Each hotel honest and straightforward and very prospects are very optimistic, and we deal was closed within eight months good at delivering good news and bad expect to see [transaction] activity of initial instructions,” says Borotsik. news equally. The latter is never the continuing well into the next year Toronto’s Sutton Place Hotel deal pleasant side of the business, but it’s and pricing holding its own through closed June 2012, while the Edmon- important to be upfront and timely 2014. We scaled up faster than antici- ton and Vancouver properties were with that. I don’t have to worry about pated, but it was at the ideal time.” sold together in June 2011; and the hearing the word from the street, The company’s success to date is Chicago hotel deal was finalized in because I know I will get it from something that is never taken for December 2011. them directly.” granted. The team is equally commit- A point of pride was negotiat- Transparency and integrity is an ted to continuous learning and striv- ing the sale of the Prince George important mantra for his team, Stone ing to be better. “We live and breathe Hotel in Halifax, Cambridge Suites says. “When you ask us a question you the business of hotel real estate, and Halifax and N.S.’s Cambridge Suites will get a straight answer. It might we take care to nurture our relation- Sydney to Temple Hotels Inc., which not be what you want to hear, but it ships. We know integrity, trust and closed in March. “This acquisition will be honest.” Honesty is engrained confidence are what will distinguish was a means for Temple to enter the in the corporate governance of the us between success and failure. eastern Canadian market with premi- entire company. “That is invaluable Clients hire us because they trust um hotels that had a future upside,” in our business,” adds Borotsik. “The us,” Stone says. u

34 DECEMBER 2013 HOTELIER hoteliermagazine.com Congratulations! Company of the Year Pinnacle Award Winners

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VIVE LA DIFFERENCE Independent hotel operators are working smarter to set themselves apart from the competition BY LINDSAY FORSEY

dyllic scenery, unique marketing tactics and surprising perks Icoupled with service excellence are just a few benefits that set independent hotels apart from the competition, but operating without the safety net of brand support can SET APART: Independent hotel operators differentiate their properties by providing unique services be tricky. The good news is many and settings, such as those offered at P.E.I.’s Inn at Bay Fortune (top) and Montreal’s Saint independent hotel operators are Sulpice Hotel (above) achieving the same successes as their branded competitors. have a hard time meeting brand Their relationship sparked The Inn According to PKF Consulting, the standards. Those properties make up Chef, a popular TV cooking series overall hotel market is on track to a big piece of the industry and, more hosted by Smith, which showcased achieve a national occupancy rate and more, they are being pressured the Inn’s cuisine as well as its ties of 63 per cent, an ADR of $132 into brand affiliation. Today, we to local farmers and fishermen. As and RevPAR of $83. “In terms of have about 50 per cent branded a seasonal operation (typically open branded versus non-branded proper- room inventory where it was only 30 from late May until mid-October), ties, there is not much difference per cent 15 years ago.” much of the hotel’s fresh produce in rate performance. Branded That’s good news for unique is sourced from its gardens, and it hotels are doing only slightly better hotels such as P.E.I.’s Inn at Bay celebrates local eats, such as North with 64-per-cent occupancy, and Fortune. Set in a rural fishing-and- Lake Bluefin tuna. “As an indepen- independents are at about 60 per farming community, the 100-year- dent hotel, it’s more difficult to wave cent,” says Brian Stanford, national old property’s sweet spot is its your flag and get people’s attention managing director at PKF Consult- restaurant. “We’ve always focused than it is for the larger branded ing’s Toronto office. “When we look on food,” says David Wilmer, the hotels,” he says. “The Inn isn’t just at the non-branded segment, we property’s innkeeper, as he reflects a place to stay, it’s a foodie destina- need to consider boutique hotels, back to 1992, when he hired tion.” In fact, it’s P.E.I.’s only spot which do very well, along with small now-famous chef Michael Smith with a CAA Four-Diamond rating motor hotels in tertiary markets that (who still makes guest appearances). as well as a Wine Spectator Award of hoteliermagazine.com DECEMBER 2013 HOTELIER 45 TRENDS

Excellence. of unique boutique hotels in urban But, of course, the hotel is about centres where there is a niche for more than the food. “I’m always high-quality properties,” says PKF’s working on marketing and the Stanford. website, where in a larger organiza- Vittorio Di Re, GM of Montre- tion you have people who are hired al’s Saint Sulpice Hotel, agrees, but specifically for advertising and social admits there have been struggles media,” Wilmer says. And, although in the recent past. “In 2012, there the inn is busy with honeymooners, weren’t as many conventions in fishermen and golfers each season, the city as usual, but it was busier today’s new operating environment in that sense this year,” he says. has had an effect. Last year was diffi- “We’re also looking forward to the cult, Wilmer confesses, preferring 375th anniversary of the city in 2017. to keep numbers private. “This year The celebration is very promising, was our best since 2010, in terms especially when we look at how well of dollars and cents, and for room Quebec [City] did with its 400th for a luxury boutique property. It was bookings it was our best since 2008. anniversary in 2008.” Di Re, who when it opened in 2002, but you have There’s a new paradigm. I do about has worked for brands such as Best to keep up with trends,” he says. two-thirds of the business I used to do Western and Radisson, joined the Along with the hotel’s tangible [before 2006].” While he’s adjusted to historic 108-suite boutique hotel in improvements, performance has been a less fruitful market, Wilmer sees a 2010. Since then, Le Saint Sulpice shaping up over the past three years. brighter future. “I think we’ll see slow has undergone a gradual transforma- Since 2010, occupancy has increased incremental growth,” he says. tion where everything from linens by 17.76 per cent, ADR is up 7.17 per Meanwhile, experts are predicting and mattresses to coffeemakers and cent and RevPAR has jumped 26.21 growth outside of rural areas. “We cutlery has been replaced or updated. per cent. “A room is a room, but the will continue to see development “The hotel wasn’t up to standards service and attention to detail is what makes people come back,” says Di Re. Top-notch service complements the hotel’s extraordinary marketing efforts, such as its signature lotus flower scent released through the ventilation system and the short film it released called La Valise (The Suitcase), a mysterious fictional tale about four guests staying at the hotel. “We ran the trailer on CBC during prime time, had posters all over the city and hosted a red carpet premiere event,” the GM says of the 2012 campaign that led the hotel’s 10th anniversary celebrations. In 2012, Le Saint Sulpice was ranked Montreal’s number-1 hotel in the Condé Nast Traveler Readers’ Choice Awards. This year, the hotel won gold in the Grand Prix du Tourisme Québécois 2013. “A big factor in winning [the Grand Prix] is innovation. In a branded hotel, you’re limited in what you can do,” Di Re says. “As an independent, you’re not stuck to marketing restric- tions, but you also have to do everything yourself and be sure you don’t

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Description | PGP: Canadian Hotel Managment Ad PRINT RELEASE Job # | 133079A01 COMPUTER EQUIVALENTS Last Revision Date | 11.20.12 File Name | 133079A01_Cnda_Hotel_Mngmnt_Ad Process Process Process Process Name Name Name Name Name Size | Trim: 8.125" X 10.875" Black Magenta Cyan Yellow Number Number Number Number Number 537 East Pete Rose Way, Suite 100 | T 513.784.0066 Cincinnati, OH 45202 | F 513.784.0986 Bleed: 8.625" X 11.375" TINTS/BUILT COLORS Safe: See File PROCTER & GAMBLE Percentage of File : 100% Name Name Name Name Name Name Name Name Name INITIALS MO DAY YR Final Thermal Yes / No: YES Number Number Number Number Number Number Number Number Number Brand Technical Information Mktg Ops ANTHEM Approvals Application/Version: Illustrator CS5, Photoshop CS5 4CProcess: Y N Spec. Date Des. Date A.E. Date Legal Image: See Document Info Spot Colors: Y N bh 11.20.12 Proof. Date Creat. Dir. Date P.M. Date Other Layers/Pages: See Document Info Other Fonts Used: See Document Info Separator: Approved for Release to Client / Separator / Printer Important Information Release Date: ANTHEM has checked this artwork for accuracy. Final approval is the client’s responsibility. Please double check for errors before reproduction. We recommend that color proofs be submitted to us for approval before production. Design Manager Date Production Manager Date TRENDS

make mistakes. The film took a large first century, marked on March 15, it The past year has been a positive portion of our budget, but it increased sold 1,000 rooms at $100, donating one for Roncoroni, with occupancy visits to our website, and our numbers $5,000 of the revenue generated to up 0.75 per cent, ADR increasing continue to grow.” the Strathcona Community Centre’s 3.5 per cent and RevPAR climbing Flexibility in marketing is indeed a children’s meals programs. “Rather 4.6 per cent. “I think we are going to boon for some independent properties than having a party, we decided to see a minimal increase in occupancy but not all. “Unless an independent is give back to our community,” says over the coming year. Our focus will offering something unique, the recog- Jeremy Roncoroni, GM. be on enhancing what we’re already nized branded asset equipped with The team at the recently doing,” he says, explaining that one marketing and reservations support revamped 100-year-old hotel, of the biggest challenges for a luxury is tough competition,” Stanford which is constantly being revital- boutique property is consistently says. “Independents are experienc- ized, also provides guests with the meeting high guest expectations. ing increased pressure to effectively best in technology trends, offering In September, as a response to the market and differentiate themselves. high-definition TVs featuring more unfavourable CBC exposé on hotel If you have a good hotel and compe- than 200 channels in rooms, Wi-Fi, cleanliness in Canada, Roncoroni tent management it can work really unlimited international calling and a hired someone to help roll out even well, without giving up eight to 10 well-equipped business centre. “We more rigorous housekeeping than per cent of revenue to a franchisor for don’t nickel and dime our guests for what was in place. “With new hotels those services.” anything,” he says of the services for opening soon, we will have to fight Vancouver’s independent Canadi- which many hotels charge addition- harder to build and sustain occupan- an-owned and -operated St. Regis al fees. The amiable GM is explor- cy rates and RevPAR,” he says. “It’s Hotel distinguished itself while ing the idea of providing slippers time to get back to basics — great celebrating its 100th anniversary in-room, inspired by the hotel’s many value, superior service, impeccable this year. In honour of the property’s Chinese clients. rooms and a good night’s sleep.” u

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BY IRIS BENAROIA

winning hotel suite is as shallow as a haughty high-school girl. You know the type: she only cares about her good looks and, by some unjust fluke, attracts the lion’s share of friends Abecause of it. The hotel world essentially functions the same way. From lavish marble foyers to chi-chi Louis chairs, surface style equates to heads in beds, as it’s an expectation of design-savvy guests — and, these days, that includes everyone who travels. Of course, apart from having a pleas- ing aesthetic, hotel guestrooms must also be equipped to handle every persnickety piece of technology and appointed with comfortable furniture for the chronically wired overachievers who urgently YOUR HOSPITALITY BUILDING PARTNER need their downtime. Here Hotelier presents a trio of hotel suites that pamper with panache — and Trump Pool, Trump International Hotel Toronto then some. B.L.T. Construction Services Inc. II BY IV DESIGN 416.755.2505 ext. 25 bltconstruction.com hoteliermagazine.com DECEMBER 2013 HOTELIER 49 Photography: David Whittaker DECOR & DESIGN

DELTA VICTORIA OCEAN POINTE RESORT AND SPA, VICTORIA, B.C. With Victoria Harbour as its backdrop, it’s hard to improve on this majestic 240-room hotel. Who needs a fancy overhaul when you’ve got salt-licked air and miles of sky? Evidently, you do. For its 20th anniversary in 2012, the Delta Victoria Ocean Pointe underwent a nine-month renovation to the tune of $14-million; in the process, its marketing message was aligned with its design. (Delta is rolling out a similar renovation at its Canadian hotels.) “Our hotel was built in 1992, and it looked significantly different than it does now,” says Kimberley Hughes, explains Hughes. “People want a clutter-free, modern look GM. “It was more traditional — there just wasn’t the with room to spread out. Everything has to be at their technology in the rooms, and it lacked freshness.” fingertips from a connectivity perspective, because there Spearheaded by Toronto-based design firm HOK, and could be a family that has seven devices that need to be completed by charged at one time.” local contractors To meet the requirements, suites boast a slick Smart- CT1 Construc- Desk, or as Hughes calls it, “one of the best features of tion, the new the room, because it allows guests to plug in an iPad rooms have a or iPhone, and it’s connected to the flat-screen TV, so lofty residential they can put up a presentation, family photos or watch a feel saturated with natural light and decked with an abundance of surfaces for a traveller’s multiple laptops and sundry items. There are also convenient coat hooks in the room itself — as opposed to the closet — a modern touch that also ensures guests won’t leave things behind. The suites are as current as Delta’s snappy nomencla- ture, which the hotel heads have branded, ModeRoom. Guests can choose from four categories: Mode, ModeDe- luxe, ModeClub and ModeSuites. “The expectation of the customer has totally evolved from what it once was,” Congratulations SilverBirch! for achieving National Company of the Year

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Netflix movie.” As for the palette, the suites are animated with bright bedspreads and pillows in pops of fuchsia, orange or green. These are easily changeable, which is key in a hotel environment. “If you look at the carpet and wood finishes and wall coverings — which are vinyl to withstand the rigours of a commercial space — they’re fairly clean and architectural. They become the base, but you can alter the temperament of the space by changing the fabrics and accent wall coverings,” explains Daniella Barbon, practice leader with HOK, who worked on the project. She adds: The intent was to make sure to design something that would withstand the test of time but that’s easy to refresh in five years. Given the Delta’s smart new facelift, it’s a good bet a designer won’t be needed for many years to come.

ROSEWOOD HOTEL GEORGIA, VANCOUVER As sultry as an old Hollywood screen vixen, Rosewood Katharine Hepburn. The iconic property underwent a Hotel Georgia beckons with its timeless ambiance. The massive renovation in 2011, opening as Rosewood Hotel former dilettante’s playground, which opened as Hotel Georgia, but its rich history has been preserved under the Georgia in the 1920s, was once populated by Tinseltown’s stewardship of Toronto designer Alessandro Munge of legendary figures. Marlene Dietrich (and her 40 suitcases) Munge Leung. GordonRWilliams_HH_Layoutbedded here, as did 1 2013-06-27Elvis Presley, 3:18 NatPM PageKing 1 Cole and Even though the suites feature gracious touches, such

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52 DECEMBER 2013 HOTELIER hoteliermagazine.com DECOR & DESIGN

as classic Art Deco furnishings and tufted headboards, they don’t feel stuck in time. “Our designer has done a really good job combining the history of the hotel with the contemporary and modern design,” says Bernhard Winner, the hotel’s managing director. But the rooms’ best feature? “The suite size,” says Winner. “Size matters for presidential suites, especially when heads of states visit and need to entertain.” The Rosewood Suite — the hotel’s signature accommodation — spans 1,492 sq. ft. across the 12th floor. And, says Winner, the rooms must have that special something that transcends trends. “The design should reflect warmth and a comfortable residential feeling, rather than cold design, which our designer has done here,” he says. The coziness is brought about through the palette, which is a mellow mix of coffees and ivories. Suites also feature swanky terraces with fireplaces and a 12th-floor private plunge pool accessed by guests staying in the Rosewood Suite or the Lord Stanley Suite. Regardless of the era, Hollywood’s elite would certain- ly not snub these digs.

TOWN INN SUITES, TORONTO

The Listel Hotel Logo and Type Signature

B/W and Greyscale REVERSED plaque. It is preferred to reverse with greyscale (1) type on black backgrounds. On other coloured darker backgrounds use the white (2) type versions. (1) (2)

Mono (Black) versions should be used when the background is either white or a light colour only. If you are unsure as to appropriate use please contact [email protected]. If there’s one hotel owner that understands the value of spreading out, it’s the folks behind Town Inn Suites on Toronto’s Church Street. It all began in 2011, says

Greyscale versions should be used ONLY on a white background. If you are unsure as to appropriate use Shelley Kudlats, the hotel’s manager, of the 200-suite, please contact [email protected]. 27-floor building, which was originally built as an apart- hoteliermagazine.com

ing matching microwaves. They look very high-end.” For a modern touch, the team at Xana International Construction installed engineered laminate flooring throughout the space, including the kitchen. The living room features work desks, ergonomic chairs, flat-screen TVs and leather sofas — like someone’s home. As expected, the beds were also spruced up. They’re framed in beautiful millwork that features integrated lighting. The look is carried through to the bathroom where open ment hotel. The owners felt the ’70s building, which espresso shelving and granite countertops is fully equipped for cooking, needed rapid updating to echo the kitchen. its spacious suites. These are 500- to 750-sq.-ft. suites, The hotel underwent the renovation to meet the while select two-bedroom units are 950 sq. ft. The owners demands of discerning travellers. “People are much more were after a boutique-style vision and spent $1.5-million interested in well-designed spaces,” says Kudlats who on the renovation. (That includes re-facing balconies cheekily won’t reveal exactly how long she’s been in the on the south side of the building as well as new eleva- business. “We’ve got a much more sophisticated clien- tor cabbies.) “We broke down the walls in the kitchens, tele, and they really demand a bang for their buck. You so they overlook the living room,” says Kudlats. “The have no choice but to make improvements.” But, was it kitchens are in a very beautiful dark chocolate wood with worth it? “Absolutely. We have clientele who come to us Horizontal Artworkgranite for Hoteliercountertops Magazine_Layout and stainless-steel 1 2013-11-20 appliances, 11:04 AM includ Page- 1 regularly — it’s been fantastic.” u

A Career INVESTMENT For one University of Guelph alumnus, earning his MBA was the investment he needed to catapult his career. The University of Guelph’s approach offers an opportunity to look at tourism and hospitality management from a high level, strategic perspective.

Vito Curalli Executive Director of Canada, Latin America and International for Hilton Worldwide

www.uoguelph.ca/cme/mba Horizontal Artwork for Hotelier Magazine_Layout 1 2013-11-20 11:04 AM Page 1

A Career INVESTMENT NUMBER ONE IN HOSPITALITY. For one University of Guelph alumnus, earning his MBA was the investment he needed to Serta provides hoteliers the dedication of our catapult his career. local Serta sales representatives that provide The University of Guelph’s approach offers an opportunity to look at tourism and hospitality top-notch consultation and service. management from a high level, strategic perspective. Canadian Plants to Service You: Vito Curalli Executive Director of Canada, Latin America and Alberta/Vancouver Winnipeg Montreal/Toronto International for Hilton Worldwide Graham Hall Brent Barkman Christine Pella [email protected] [email protected] [email protected]

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SIGNATURE REPORT

THE MAGAZINE FOR HOTEL EXECUTIVES// MARCH/APRIL 2012 $4

WELCOME HOME (from left to right): The Calla chair at Alt Hotel Quartier DIX30 Montreal; Moda Hotel Vancouver’s warm guestroom colour scheme creates a relaxed vibe; the Sheraton Gateway Hotel in Toronto International Airport lobby; The Hotel at River Rock in Richmond, B.C. T O P

R I G

Always innovating and constantly H T

Living, Breathing Lobbies: Gone are the days comes fully equipped with Internet connectivity where P

changing, this year’s design trends motivate H O

of lifeless lobbies, stagnant vestibule areas guests can check email and print their boarding passes. T the newest and hottest hotel styles popping O ignored by guests headed to their rooms. Hote- Additionally, The Hotel at River Rock in Richmond, G R up in the Canadian marketplace. Hotelier A liers now believe these areas are perfect for B.C., features a living lobby that is four-storeys high. P H Y

magazine surveyed the country’s leading showcasing the style and mood of a hotel. As such, Guests can chill out in the open-air space while enjoy- B Y

they’re equipping lobbies with innovative kiosks and ing the soothing sound of a waterfall and indoor pond. S design teams to come up with our list of S D

1 G creative check-in areas, and, in the process, creating a

10 trends influencing hotel design (in no I N

fun, social atmosphere with pizzazz. The common Spa-Like Bathrooms: Designing a bathroom T

In E

particular order). The distinguished panel R I

spaces now serve as an oasis where guests can sit and space with spa-like elements is a great way O R

includes Mavis Truscott, hospitality design relax. A central café lounge with multimedia stations to ensure guests have a relaxing stay. A slow I N C

lead at Calgary-based Sizeland Evans . are the norm. “Lobbies abound with opportunity — down and chill-out design invites guests to A N

BY JACKIE SLOAT-SPENCER Tapping into Interior Design; George Yabu and Glenn give your guests the opportunity to use them for casual spend luxurious hours ensconced in their suites. Old D

10 design trends meetings, socializing and as a gathering space,” says showers are out, body jet and rain showers are in, H Pushelberg, partners at Yabu Pushelberg, O T

2 O that create hotels Julie Campbell of Vancouver-based SSDG Interiors with oversized bathtubs oozing luxury. And, these Toronto; Robynne Moncur, principal de- G with flair Inc. For example, the Sheraton Gateway Hotel at days, top-of-the-line textiles are the norm with terry- R + A +

signer at Moncur Design in Toronto and Pearson International Airport recently underwent a cloth robes, towels sporting high-thread counts and H Y

0 Style

7 B Y

4 Julie Campbell, principal, SSDG Interiors $3-million renovation with an upgraded lobby that luxurious beauty items available in the bathroom. At

E 3 M

6 comes alive. The hotel’s Link@Sheraton lounge the W Montreal hotel, a Starwood property,

Inc., Vancouver. A 0

P 0 E 4 ¼ T E # R

N 12 MARCH/APRIL 2012 HOTELIER hoteliermagazine.com hoteliermagazine.com MARCH/APRIL 2012 HOTELIER 13 E M E E R G A

S E

L TheStyleIssue A S

T C

U Four Canadian designers weigh in D O R P

on 10 trends shaping the hotel industry L I A M

N O I T A C I L B U P

N A I THE DIGITAL AGE •+LABOUR • AMENITIES D A N A

C hoteliermagazine.com Now you can have it all! If you subscribe to Hotelier, you can now also get free access to our app edition! It’s as simple as downloading it from the app store for your iPad now. Tap into a world of information at your fingertips, including signature reports and industry stats; profiles on the movers and shakers; and stories on equipment and technology, design and decor, and so much more.

kostuchmedia.com • hoteliermagazine.com OPERATIONS

PARKING POWER Are hotel managers underestimating the revenue-generating potential of their parking lots?

BY LAURA PRATT / ILLUSTRATIONS BY BRIAN FITZGERALD

he customer experience begins and ends in the parking area,” says Alexi Hakim, GM at InterCon- tinental Toronto Hotel Centre. It’s why parking is a subject that, while not among the most glamorous in the world of hotel management, might ultimately be Tone of the most critical. A hotel’s parking lot, after all, starts the conversation for a guest about the quality, professional- ism, cleanliness and customer service that can be expected while staying at the property. In some cases, a hotel owns and operates its own parking facilities; in other cases, it outsources the responsibility to a third party. It’s not uncommon for a management firm to have both types in its stable. At Starwood’s Sheraton Centre Toronto, for example, parking is managed in-house, while parking at its Westin Calgary and Westin Edmonton properties is outsourced, and the hotel gets a fixed monthly cheque in return. hoteliermagazine.com DECEMBER 2013 HOTELIER 57 OPERATIONS

Which side you’re on depends Meanwhile, DeSilva’s 500-room further selling point. At the Parkside largely on your ownership group, says Holiday Inn manages its own Hotel & Spa, these are already a Daniel Melnyk, director of Sales at two-level parking facility under the reality. When the hotel opened the Parkside Hotel & Spa in Victo- hotel. The 127 available parking in August 2009, it capitalized on ria, B.C. “Some see parking as incre- spaces frequently run at full capac- its LEED platinum standard status mental income that pads their flow- ity. And, InterContinental Toronto with the installation of six electric through to the bottom line; others Hotel Centre also owns its parking vehicle-charging stations on the first look at it a lot more aggressively.” area and has since the property parking level. So far, they haven’t Whether a hotel is in a teeming opened. It means the hotel’s manage- gotten much use. “But they have a urban centre or a more spacious ment team can extend discounted future purpose and, from a marketing suburban or rural setting influences or complimentary parking to guests perspective, they’ve attracted a lot of the subject markedly. “Parking is a interest,” says Melnyk. given for hotels in the parklands or at Le Centre Sheraton Montreal, the airport,” says George DeSil- the Sheraton Centre va, GM of Holiday Inn Toronto Toronto and the new Downtown Centre, Element Vaughan South- “but the downtown west in Vaughan, Ont., hotels that have also offer complimen- their own lots tary electric vehicle- don’t get the recog- charging stations nition they deserve.” to guests. The latter He estimates that boasts preferred guest just half of Canada’s parking for hybrid and downtown hotels have low-emission cars and their own parking facilities. can accommodate some 25 Regardless of which side a hotel oversized vehicles in its lot. sits, any parking discussion should Innovations aside, securi- centre on space, maintenance, security is a key concern in hotel ty and innovation. of the hotel restaurant parking lots. At the Inter- At the Parkside, the two-floor, and spa. “[That’s] been very Continental, six security cameras 120- to 130-space parking lot below helpful for us in driving the monitor the lot, with a seventh at the 126-room hotel represents the Azure business in the hotel,” says the hotel’s entrance. There’s also operation’s third-biggest revenue Hakim, the hotel’s GM, while refer- manned security inside and outside source (after the hotel and spa). encing the on-site restaurant. the garage. A security team performs “We never put any effort into Parking also represents an oppor- spot checks throughout the day at parking,” prior to the change of tunity for hotels to differentiate the Holiday Inn Toronto Downtown ownership in March, Melnyk admits. themselves from one another. The Centre. Digital cameras record “We just accepted that it came and management at the Holiday Inn what vehicles are in the lot, and went.” But more recent “signifi- Toronto Downtown Centre recently equipment is maintained assiduously. cant discussions” about the subject had parking pay machines installed “A lot of hotels have garages with have resulted in a price change, as in the lobby, so guests can pay for doors that stay open,” scoffs DeSilva. the parking fee was recently lowered parking without having to line up at “That’s dangerous. We make sure from $19 a night to $15 a night, in the front desk. At the InterConti- our garage door is always working response to decreased usage when the nental, guests are relieved of having properly.” cost was raised several months ago. to park their own vehicles courtesy Beyond security, the prickly business Melnyk has also initiated a market- of the hotel’s across-the-board valet of liability is another challenge in ing plan (featuring Craigslist and service. Guests at this property also hotel parking lots. Whatever minor UsedVictoria.com ads, along with have access to a car wash in the same scratches or accidents a guest’s Facebook and Twitter blasts) aimed garage, a service that costs between vehicle might sustain during his stay at monthly parkers, including people $25 and $45, depending on the are entirely assumed by the hotel. who work in the area and condo package purchased. “Our goal is to make sure we pay for owners with two cars. Approximate- To add to that, plans are afoot to any mistake we make,” says Hakim. ly 10 per cent of the lot’s business outfit the InterContinental’s lot with But above all, says Dan Young, comes from external users. electric vehicle charging stations as a public relations manager, Starwood

58 DECEMBER 2013 HOTELIER hoteliermagazine.com OPERATIONS

Hotels & Resorts, “The biggest Metro Toronto Convention Centre. a “unique factor,” says DeSilva. “If challenge of managing parking, Staying on top of this balance is a you leave [the city lots], you have especially in a downtown location, daily challenge, says Hakim. Usually, to pay the daily parking rate again. is the limited space available for between 70 and 75 per cent of the We guarantee our guests that if they parking while demand remains hotel’s spots are filled. leave us and drive to the [Air Canada high.” Knowing what percentage “It depends on who’s in town, Centre], there will be a spot held for of guests are staying on any given who’s coming to town, whether them when they come back.” night provides some insight into the they’re driving, flying or taking the Ideally, the biggest and most endur- subject, suggests Holiday Inn’s DeSil- train. Our goal is to make sure we ing challenge for a hotel with regard va. In addition to overnight guests have enough spots for our driving to its parking operation should be at his hotel, there’s a constant influx guests. Obviously, we want to make identifying additional revenue sources of business types attending meetings sure the cost of parking is fair, but it’s from it, says the Parkside’s Melnyk. during the day. “It’s up to us when we not economical for us to lose money “Whether that means making parking make arrangements for the meetings to satisfy guests’ needs,” adds Hakim. available to locals, charging for day to find out how many will be driving Parking at the InterContinen- parking for hotel meeting attendees in,” adds DeSilva. tal costs $45 a day. That, says GM and spa and café guests or attach- It’s the same story at the Inter- Hakim, is “very comparable” with ing a fee to electricity at the electric- Continental Toronto Hotel Centre other hotels in the vicinity. In-and- vehicle stations, when your hotel at the crowded foot of Toronto, out privileges are included in the fee, runs at a certain occupancy, there’s where guests access just 75 spots that and the lot is open 24 hours. At the a certain percentage of revenue are managed by a valet. On those downtown Toronto Holiday Inn, you can expect to extract from the occasions when demand exceeds parking costs guests $25 a day, also parking lot,” he says. “How to grow supply, the hotel has an arrangement including in-and-out privileges. This that revenue stream from there is the to lease spots from the adjoining ability for guests to come and go is constant goal.” u Food Safety...Safe Business Is it a Fad? Is it a Trend? No...It is a structural change in the foodservice marketplace. Great Training Programs

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A NEW FRONTIER Find out which technological trends are taking over the hotel’s front desk BY JENNIFER FEBBRARO

uman beings are not digital, and yet, many of our and needs — whether a guest ordered extra towels on physical interactions with the real world have their last visit or requested a certain room — the hotel Hbecome just that. After all, we don’t need to visit can personalize hospitality service down to the detail. banks or bookstores to use their services. And, the trend “I think of Micros Opera in terms of catering to pre-, towards digitization has had huge implications for the during and post-customer visit,” says Gardian. Post-visit, world of hospitality, too, particularly when it comes to Opera can perform tasks such as sending copies of invoices what we currently understand as the front desk. to clients or collecting information about guest experi- Innovative software programs such as Micros Opera, ences through surveys (which are voluntarily completed used by brands such as Mississauga, Ont.-based Marriott after the hotel visit). And, using one holistic software Hotels and Toronto-based Delta Hotels and Resorts, program for guest interactions prevents staff from having allow customers to complete ‘front-desk’ transactions from to be trained on multiple software programs. anywhere in the world. Paul Gardian, executive director Warren Markwart, principal at MK2 Hospitality Inc., of Brand Operations at Delta Hotels and Resorts, says the a Toronto-based consultancy, agrees Micros Opera is an hotel trend towards online reservations really took its lead important management tool. “This PMS has evolved into from the airline industry. “The phrase I use to identify a comprehensive system and was used internationally for the trend is ‘on my terms,’” explains Gardian, years prior to becoming popular in the U.S. and Canada,” “Meaning, the customer has the freedom to interact with he says, adding that the popularity of the program has our services however they wish — whether that means made training easier as many hotel workers already know interacting with us digitally or physically, in person, at the the program. front desk.” But the ultimate game-changer, as Gardian puts it, will The popularity of Micros Opera stems from its manage- be the upcoming iPad Opera version. “Just imagine your ment capability. It not only keeps a live inventory of room conference has just ended; I can send 10 employees with availability, allowing customers to check in and check iPads to where you are, and we can check you out without out at their leisure, but it also hosts a library of customer you leaving the room,” he enthuses. “The future won’t preferences. By keeping records of each customer’s wants really require a front desk at all.” hoteliermagazine.com DECEMBER 2013 HOTELIER 61 TECHNOLOGY ALL SYSTEMS GO Below is a list of common PMS used in the lodging sector: Charles McDiarmid, managing director of The Wicka- the room for you before you ninnish Inn in Tofino, B.C., disagrees. “The front desk, or come — based on how you Smart Hotel Software: ‘reception desk’ as we like to call it, is part of the way we rearranged the interior on This Vancouver-based welcome people into our home,” says McDiarmid. “The your first visit,” says McDiar- company developed human touch is hard to replicate.” mid, explaining the impor- integrated software that is That said, The Wickaninnish Inn needs a POS. But, tance of making guest notes. customizable to fit a large despite using Epitome software created by Infor, McDiar- “Because Epitome doesn’t or small business model. mid still misses the DOS-based program created by ICS, have a module for tracking With point-of-sale and PMS a small private company on Vancouver Island. He looks this information, we have combined, it’s easy to forward to the new software ICS promises to provide as to keep a separate file for access a client’s profile. an update to the DOS-based system. “The DOS system customer profiles.” was so solid,” says McDiarmid. “It was easy to train staff But, these days front-desk on and never had glitches.” In contrast, McDiarmid notes technology isn’t just about Maestro Enterprise that training on the Epitome is more difficult, because it’s computer software. More Property Management: more digital and comprehensive. recently, front-desk PMS Owned by the Markham, Training staff on complicated software systems can be has begun to merge with the Ont.-based Northwind, difficult. For one, when staff is learning how to use a new world of mobile apps. Marri- this software has become PMS, they have to take their eyes off of the guest to look ott Guest Services at Marri- popular with many indepen- at the computer screen. “Our goal is to spend our time ott Hotels recently launched dent hotels. It integrates interacting with guests and giving eye contact. It’s part of mobile guest check-ins at its online reservations, condo/ showing that you are actively listening to their concerns,” 329 hotels in Canada and timeshare ownership sched- explains McDiarmid. the U.S. So far, more than uling, sales and catering. Another criticism of Epitome is that it doesn’t allow 50,000 guests have used hotel staff to take notes on customer preferences. “We the mobile check-in option Micros’ Opera: This globally offer that type of personal service where we will rearrange featuring the Marriott Mobile used PMS handles everything app (available for free in from gathering demographic the Apple iTunes store and information on clients to at Google Play). Aside from revenue forecasting and being convenient, the app analysis. also promotes brand loyalty, since guests have to become a Marriott Rewards member to download it. They can use their smartphones to check in as early as 4 p.m. on the day prior to their arrival. The app also provides room-ready alerts as well as other services available to Marriott Rewards members. The launch has been a huge success with more than 2.3-million downloads to date. Last year alone, mobile devices, such as smartphones and tablets, accounted for more than $700 million in revenue. For Paul Cahil, SVP of Brand Management at Marriott, these innovations evolve from understanding client needs: “We recognize our guests, especially millennials, do not separate work and play. They are more mobile and global than ever before, and technology — especially their mobile devices — keeps them connected.” Cahil reiterates that Marriott needs to stay relevant to “next-generation” travellers and that involves remaining innovative on the technology front. To this end, Marriott is preparing to introduce a mobile checkout option to facilitate the mailing of hotel receipts and even conference papers to clients. With so many technological advances, there may come a day when customers need not interact face-to-face with any employees during their hotel stay. Is this personalized service potential too impersonal? Only time will tell. u

62 DECEMBER 2013 HOTELIER hoteliermagazine.com HOTELshowcase 1-800-563-2664

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JEFF WATERS GM, The Omni King Edward Hotel, Toronto BY ROSANNA CAIRA

t’s been a year of change and challenge for Jeff Waters. Since Ijoining the historic King Edward Hotel in June 2012, the 54-year-old hotelier has been involved in a flurry of activity, including the sale of the property, new management and a rebranding of the historic 301-room hotel. And, as if that’s not enough, the property is undergoing a multi- million renovation that includes restoring the legendary penthouse- level Crystal Ballroom — abandoned since the 1950s — to its glory. Toron- to’s oldest hotel property will be made new again. Of course, change has always been part of the King Edward story. “The to Airport West. hotel opened in 1903 as Toronto’s first luxury hotel,” With more luxury brands and boutique hotels explains Waters, pointing to the hotel’s rich history. now in Toronto than ever before, Waters hopes the “It has changed with the city as Toronto has grown. renovation, and the rebranding, will help re-position Almost every Torontonian has a ‘King Edward’ story.” the hotel as a luxe leader. “We completed some The guest list reads like a who’s who of politicos, new rooms with the remaining rooms scheduled for royalty and celebrities, ranging from one-time resident completion in 2014. The new rooms are outstanding Ernest Hemingway, and celebrity couples such as — very luxurious and contemporary in design, howev- Richard Burton and Elizabeth er, true to the heritage and classic feel of the hotel.” QUICK QUIPS: Taylor, to the Beatles. The The public areas and the 24,000 sq. ft of meeting space Personal Status: Married 25 years to Jennifer, Jeff Waters and his wife have hotel’s signature experiences will also be upgraded. two sons — Jack, 18 and Jamie, 16. include one of Toronto’s most Waters is proud of the contemporary amenities, “We are the four J’s,” quips Waters. lavish Sunday brunches, after- but he’s quick to underscore the importance of his First job: “I worked summer jobs at noon tea service and partner- 240-strong team, many of whom have been with the Chateau Lake Louise and Banff ship packages with some the hotel for years. “Service is very professional and Springs hotels while in high school.” of the city’s leading cultural friendly while focused on individual customer’s unique Credentials: Waters boasts a degree destinations. needs. The efforts of individuals influence customer in Hospitality Administration from Now owned by King loyalty and significantly impacts sales and profits.” PHOTOGRAPHY BY MARGARET MULLIGAN Centennial College. He’s also a four- Edward Realty Inc., the hotel At the end of the day, says Waters, being a success- level Certified General Accountant, a has become Canada’s second ful hotelier is somewhat of a balancing act. “Great director of the Greater Toronto Hotel Omni hotel, joining the Omni service and great product also need to consistent- Association and a regional sales advisor for Tourism Toronto. Montreal as one of 60 Omni ly produce strong profits.” And, though “balancing Hotels in North America. long and short-term profitability can be challenging,” “Transitioning and implementation of brand standards admits Waters, he’s up for the challenge and more. and initiatives has been the hotel team’s focus,” says “I’m looking forward to managing the hotel through the hotel veteran, whose previous stints include roles its expansive renovations and repositioning. Toronto’s with Marriott, Delta, Renaissance and Four Seasons first luxury hotel has a very bright future, and I’m Hotels. Most recently, he was GM of the Delta Toron- looking forward to being part of it.” u

64 DECEMBER 2013 HOTELIER hoteliermagazine.com