Fresh Start in Association with Pring 2014 S Pring New Year, New Beginnings Your Exclusive AA Qu AA Exclusive Your Issue 33 33 Issue Informed

Hotel Services

Supporting your business

Plus... top wine picks for 2014

interview with tom kerridge g a zine m a y a rterl

fresh start in association with pring 2014 S pring new year, new beginnings Your exclusive AA Qu AA exclusive Your issue 33 33 issue Informed... Window stickers for 2014 Annual You will have recently been classification sent the Hotel, B&B and Gold Star 2014 window certificates stickers featuring the cover By now, all establishments will of the 2014 Hotel/B&B have received, where applicable, Guide or Gold Star/s and their annual classification highlighting theAA.com certificates for 2014-2015. and available mobile apps. Please direct any queries regarding your certificates to HotelServicesCustomerSupport@ theAA.com or call 01256 844455. Enter the AA Hospitality Awards 2014

AA Chefs’ Chef of the Year consumption, waste and recycling to make AA Wine Award A popular and coveted title, this unique award a positive contribution to reducing the impact All AA Rosette-awarded chefs can enter offers all AA Rosette-awarded chefs the chance on the environment. The winner will receive for the Wine Awards. Send us a copy of to decide which of their peers deserves this their award at the AA Hospitality Awards, to your current wine list to be entered. The respected recognition of their performance be held on Monday 22 September at Grosvenor winner will receive their award at the over the past 12 months, and their continued House, A JW Marriott Hotel. AA Hospitality Awards, to be held on commitment to the profession. Download the nomination form at Monday 22 September at Grosvenor House, The AA’s inspectors have chosen the www.aahospitalityawards.com/awards. A JW Marriott Hotel. nominees based on the recommendations The deadline to submit your nomination The deadline for entries is Friday of our chefs, and the winning chef will feature is Wednesday 7 April 14 March. If you would like an in the 2014 edition of the AA Restaurant Guide. editable nomination form, email The winner will receive their award at the AA Spirit Award [email protected] AA Hospitality Awards, to be held on Monday Introduced this year, this award will recognise 22 September at Grosvenor House, the professional promotion, education and Housekeeper of the Year Awards A JW Marriott Hotel. service of spirits in the hospitality industry. Do you have an excellent housekeeper? Download the nomination form at It is open to any AA-recognised establishment For the seventh year, AA Hotel Services, www.aahospitalityawards.com/awards. that serves spirits. The award seeks to highlight in partnership with Northmace & Hendon The deadline to submit your nomination a hospitality business that really champions (designers and manufacturers of professional is Friday 11 April spirits through its product offerings and service, hotel bedroom products) with customers promotes customer awareness and knowledge in more than 100 countries worldwide, will be AA Eco Hotel and Eco and is passionate about both pre-dinner and awarding the title of AA Housekeeper of the Group Hotel of the Year after-dinner guest experiences. The winner Year to one individual. The award recognises The AA Eco Hotel awards acknowledge one will receive their award at the AA Hospitality outstanding commitment and performance, independent hotel and one hotel group that Awards, to be held on Monday 22 September identifying a housekeeper who goes above have both demonstrated a clear commitment at Grosvenor House, A JW Marriott Hotel. and beyond the call of duty. to sustainability. Download the nomination form at Download the nomination form at Eligibility for the award must be proven www.aahospitalityawards.com/awards. www.aahospitalityawards.com/ through good practice and policy in a variety The deadline to submit your nomination housekeeper-year. The deadline to submit of areas that include improving efficiencies in is Friday 11 April your nomination is Friday 28 March

Contact details Follow us on Twitter AA Hotel Services, 14th Floor, Fanum House, Basing View, See @TheAA_Lifestyle, @AAHospitality and Basingstoke, Hampshire RG21 4EA @Caterertweets for updates to the scheme, General enquiries 01256 844455 hospitality news, stories from our establishments, Fax 01256 491647 updates on awards events and much more. Email [email protected] Web AAhotels.com Comments from the AA Comments from Caterer

2 | AA Hotel Services | Spring 2014 AAhotels.com CONTENTS Welcome notes

Welcome to our first edition of In Touch for wine tasting in London. A comprehensive 4 Top hospitality stories from 2014, your quarterly magazine produced in range of 350 wines will be on show, plus Caterer and Hotelkeeper conjunction with Caterer and Hotelkeeper. lots of different workshops aimed at As we look forward to another busy year helping businesses improve. There is an for the hospitality industry, the magazine open invitation to all AA establishments, 5 On-trend wines for 2014 is full of articles that we hope will both so I hope you can find time to attend. inform and help you and your business. Finally, we feature the fantastic new 6 Interview with Tom Kerridge We have various awards now open for Employee Assistance Programme launched nomination and application and I would by Hospitality Action, the benevolent encourage you to enter. We are delighted charity for the hospitality industry. We 7 Are you liable for guests’ to announce a new award this year, the all recognise the importance of looking injuries on your premises? AA Spirit Award, in partnership with the after the team of people working in your Balvenie, which seeks to recognise those business. Whether you employ a couple establishments who really champion of people or hundreds, this programme 8 Spotlight on the Merchant the service and education of spirits. provides an invaluable support system. Hotel, Belfast On 18 March our wine partner Matthew I urge you to speak to Penny Moore or Clark will be holding its excellent annual one of the team at Hospitality Action. 9 Big ideas for small spaces

10 Energy and cost-saving ideas for operators Simon Numphud Head of AA Hotel Services 13 Wise words from the Cateys at 30 Conference

15 Hospitality Action’s helpline

16 How to keep valuables safe Some spring! As this edition of In Touch Neither the AA nor Caterer and went to press, broad swathes of the Hotelkeeper can change the weather, country lay under water with record rainfall but we can offer support to businesses 19 Great hotel design and lashing storms causing widespread in the eye of the storm – and indeed, flooding and major disruption to the to all hospitality operators looking to 6 7 country’s utility and transport networks. raise their game and build a better As the waters rose and power failed, business. many hospitality businesses were forced This supplement contains a wealth to close. Even those situated on the dry of information that will give your business side of the sandbag walls saw bookings an edge over your competitors. And the fall off as wary guests chose not to travel. AA, through its publications and its awards The sun will no doubt return in the systems, can help you stand out from coming weeks, and the waters will recede, the crowd and attract greater footfall. but for those operators affected, the I hope you find this publication damage to their properties and their valuable – and I wish you a happy, profits will take a long time to rectify. prosperous and flood-free 2014.

Mark Lewis Group Editor 8 Caterer and Hotelkeeper

take five the future for mid-market hotels Shoot and share your The very best Neither budget nor luxury, what do struggling images online at our knives to buy from three-star hotels need to do to reinvent new Table Talk site To subscribe call those in the know themselves and grow their market share? www.catererandhotelkeeper.co.uk Hotels ● RestauRants ● FoodseRVICe ● Pubs & baRs 0845 077 7755 31 January – 6 February 2014 – 6 February 31 January caterer and hotelkeeper GET IT ON THE GO quoting code ‘AA13 ’ Caterer and hotelkeeper is now available on your tablet or smartphone.

Hotels ● RestauRants ● FoodseRVICe ● Pubs &everitt-m baRs AtthiAs’s new book 31 January – 6 February 2014 – 6 February 31 January sustainable fish catererwhAt to use And and hotelkeeper whAt to Avoid AA members masterclass wagyu beef ribs Hakkasan Group executive head chef tong chee Hwee recreates a cantonese classic sweden’s rising stAr how mAgnus View your free sample now nilsson is mAking work smarter chefs behind the chefswAves At fAviken Putting technology into hospitality sat Bains & John Freeman on their culinary harmony profile Masterclasses save 35% Jeremy Lee talks about masterclass pineapple by being back in Soho wagyu beef ribs Hakkasan Group executive head chef tong chee Hwee CH 310114 Cover.indd 1 24/01/2014 14:13 daniel clifford • April 2013 • recreates a cantoneseburgers classic by bAr work smarter chefs behind the chefs • www.catererandhotelkeeper.co.uk • boulud & hAwksmoor Putting technology into hospitality sat Bains & John Freeman on their culinary harmony www.catererandhotelkeeper.co.uk/digitaledition

CHBOC 310114 Cover.indd Cover.indd 1 1 24/01/201418/04/2013 14:1317:11 Top hospitality stories ISLE OF ERISKA HOTEL TO head chef, Will Hay, coming to help. ADD LUXURY LODGES Each week, Caterer and Hotelkeeper and “There won’t be anyone in www.catererandhotelkeeper.co.uk bring Scotland doing food like it, and I doubt anywhere in the rest of you the most important news from around Britain will be focusing on wild the hospitality industry. Here’s a selection food as we will be.” ‘Strong’ 2013 figures for of stories about AA members from the UK hotel industry past three months The UK hotel sector has been dubbed “strong” as it ended The five-red-AA-star, 23-bedroom the past year with significantly Isle of Eriska hotel in Argyll is to increased room yields, new figures expand with the addition of two from 2013 showed last week. self-contained luxury lodges. Room yields in 2013 increased Due to be built with 360° views by 9.9% year-on-year (up to £35.56 over Loch Creran, the contemporary compared with £32.35), due to a one-bedroom lodges will each rise in room rates and a 5% rise in feature floor-to-ceiling glass walls occupancy from 59.9% to 62.9%, and cedar-lined walls with en suite according to preliminary figures bathroom, kitchen and sitting room, from accountancy firm BDO LLP. plus a deck and a hot tub. Robert Barnard, partner at BDO LLP, said: “This is a strong and crowne plaza london and encouraging set of results with sister property rebranded which to end the year. Growth in as taj hotels the regions seems to be leading The Crowne Plaza London – the sector out of recession.” St James has been rebranded as a Taj hotel. Hotel guests want Owned since the 1980s personalised stays, says by Taj Hotels, Resorts and Palaces InterContinental report – part of the Indian conglomerate Modern travellers are demanding Tata – the 340-bedroom hotel Gary Goldie personalised hotel stays thanks in Buckingham Gate, Victoria, to the rise in technology, according will become known at the goldie spreads wings at Ardanaiseig, Loch Awe, where to research from InterContinental St James’ Court, A Taj Hotel. four-star oban hotel he built a strong reputation for Hotels Group (IHG). Its adjacent sister property, Former Scottish Chef of the Year Gary his use of wild food and won Consistently good service, 51 Buckingham Gate, which features Goldie is to open a new restaurant three AA rosettes. a reflection of local trends and 86 suites, is also to be rebadged at the Queens hotel in Oban. Goldie told Caterer and customs and stays tailored to their as the Taj 51 Buckingham Gate Goldie will be in charge of all food Hotelkeeper: “I worked at the own personal preferences were Suites and Residences. and beverage operations at the Queens hotel in November to consumers’ top three most-desired The hotel, which includes four-star Best Western hotel, which December and started doing some factors, according to the report: the Michelin-starred Quilon currently has a single AA rosette, interesting, slightly off-the-wall Creating Moments of Trust: restaurant, has been run under and will also open a restaurant food, mostly wild with pickles and The key to building successful the InterContinental Hotels called Gary Goldie, based on smoke, with the chefs taking the brand relationships in the Group’s Crowne Plaza brand foraged food. The chef previously food out. I do need to run the busy Kinship Economy. for nearly 20 years. headed up the kitchen at bar also, but have a very strong Hotels look forward to positive trading in 2014 The hotel industry in the UK and Europe is facing a positive 2014 with increased demand from both leisure and corporate guests, improving transaction activity and finance becoming more easily available, according to hotel consultant HVS London. Some 360 hotel projects, which will add an extra 60,000 rooms, are active across Europe – many of which will open this year. A further 450 hotels (70,000 rooms) are at the planning stages, with the majority of projects taking place in the UK, followed by Russia, Turkey, Germany and France. Some 45% of the new rooms under construction are in the St James’ Court, A Taj Hotel upscale sector.

4 | AA Hotel Services | Spring 2014 AAhotels.com Should you stock up on Pinot Grigio or Pinot Noir for 2014? We ask four wine experts what grape impressed them in 2013 and which wines will be expectations on trend this year

Christine Parkinson Xavier Rousset group buying manager, director/co-founder, Texture and 28°-50° wines and non-food, Hakkasan Last year I really ever. Pinot Noir is really in fashion at the My star wine of 2013 was enjoyed both whites moment. We go through buckets of it. an unashamedly personal and reds from Galicia We secured a pallet [600 bottles] of Pinot choice: a fab 1958 Boal in Spain. There are Noir for 28�-50� from New Zealand and Madeira from Pereira some tremendous went through it in two months. I love D’Oliveira. Birth-year wines Godello and Albariño, the German Pinot Noir, too. It will never aside, Madeira has been which we’re more be in fashion, but it’s a great wine. on a bit of a roll, and I’ve familiar with, along with great reds such I think the trend will continue towards loved tasting some delicious older wines. as Mencia. They have fantastic acidity lighter wines with more acid, less oak They are good value, and we’re in the process and are very good food wines. They’re and less alcohol. These wines are a little of choosing one to list at Hakkasan. easy going, simple wines, which are more food friendly. If you’re looking for affordable right now. affordability, I’d say try South Africa, What to look out for in 2014 where there are many young winemakers This might be controversial, but I have to say What to look out for in 2014 doing great things. The Chenin Blanc is sake! Interest in Japan’s national drink is I think both red and white Burgundy better than ever, and there is also some rocketing, and with some great distributors will command even higher prices than Viognier that is of excellent quality. now selling sake to non-Asian restaurants, I predict sommeliers will follow bartenders and start listing junmais, daiginjos and umeshus. I reckon we’ll start to see Albariño from Ronan Sayburn countries other than Spain. I’ve tasted lovely wine consultant examples from New Zealand and California, and the popularity of this grape makes it likely I have been to New Zealand that New World examples will break through. a couple of times this year Portugal makes great Alvarinho too, and and visited Te Whare Ra I think we’ll see plenty of it in modern-style vineyard in Marlborough. Vinho Verde blends. These have modest Its a small, 11-hectare alcohol, crisp acidity and lovely fresh fruit. biodynamic property in Renwick that was planted in 1979, so the vines are more than 30 years old. They are mainly planted with white Roger Jones aromatic varieties with some Pinot Noir. The owner, Harrow at Little Bedwyn whole range of wines is superb, especially an off-dry Riesling called ‘M’ (for Medium) that My wine of 2013 was impact with a modern New World twist. rivals some of the great Mosel Rieslings in Viognier Domaine It is great as an aperitif and available terms of delicacy and purity. Gerovassiliou, 2012 for £12 (Hallgarten). Epanomi, Greece. I cannot overlook Nyetimber Demi Sec What to look out for in 2014 The country has been Sparkling, £26 (Liberty), which delivers My favourite Te Whare Ra wine is the blended hitting the headlines, an astonishing Champagne, rich in style wine – made from equal parts Riesling, but because of the and brilliant with sashimi. Gewürztraminer and Pinot Gris – called ‘Toru’, Assyrtiko grape, mainly from the Island which is a Maori word meaning three. This of Santorini. Here we have an exciting What to look out for in 2014 wine is off-dry, rich, spicy and complex, with wine made from the Viognier grape. Tasmania will be the buzzword for 2014. a host of floral and tropical fruit flavours. It’s This is a very modern, vibrant Viognier Look out for Chardonnay and Pinot Noir really a food wine; a wine that deserves to of the New World style, which has from Dalrymple Vineyard (Negociants) have a chef and sommelier create something enthralled and fooled even a few and Tolpuddle Vineyard (Liberty). special specifically to suit its characteristics. Australians. It has honeycomb, kaffir The cooler temperatures of Tasmania It is the type of wine that, if given some lime and Golden Delicious apples on the are perfect for food-friendly wine full thought and served in the correct way with nose. It has a classic French Viognier of elegance, purity and freshness. the correct food, can be an instant success.

AAhotels.com Spring 2014 | Caterer and Hotelkeeper | 5 Who is your greatest inspiration? Like a lot of chefs my age, Marco Pierre White and the White Heat cookbook was a real eye- opener and the doorway into the exciting underworld of kitchen life. But the person I have learnt the most from is Jon Bentham, a chef at Stephen Bull’s restaurants for Gary Rhodes, who I worked with for about four years. I took as much knowledge from him as I could, and he has an incredible energy and world food knowledge.

What are your top tips for an aspiring chef? To prepare to work hard and start at the bottom. Every job, no matter how monoto- nous or mind-numbing, is there for a reason. The learning process of not only how to cook but how to be a ‘chef’ is a long one and, although it’s not always fun, if you keep your head down and push on, the end results of your hard work will pay off.

If you weren’t a chef, what career would you have chosen? I’d like to think that I would be coming to the end of my Premier League football career, but the reality is that I would have probably been a baker or fisherman or in some kind of food- related job.

What is your favourite ingredient? Salt and water are two of the most underrated ingredients and well respected in my kitchen. I find the understanding of water temperatures and high seasoning really important, if perhaps a little boring.

What would be your last supper? Fish and chips and a can of Lilt. And if I could go back in time, they would be from Danny Dyke’s chip shop in Gloucester, but sadly it’s no longer there.

Where do you eat on your night off? I’m very fortunate to live near Marlow, where Interview with... we have a huge choice of great places to eat, including the Waterside Inn, the Fat Duck, the Hinds Head and the Royal Oak on Paley Street. Also, there are a couple of great curry Tom Kerridge houses – I love a curry! We catch up with Tom Kerridge, chef-patron What’s critical to success in running your own business? of the Hand & Flowers in Marlow There are so many elements that need to be right to make a business a success. They are chefs and ingredients really are on the up and You’re the AA Chef’s Chef of the Year, you’ve all tiny little pieces, but if they are put into the the British public are becoming more and written a book and filmed a TV programme – right place, with the help of the gods and if the more supportive and understanding of how what’s next? stars are aligned, it can lead to success. great the dining scene is in this country. We are working on a second book and talking First, I think it is the vision, drive and com- about a follow-up to the TV show, but the mitment of an owner who then surrounds focus, as always, is on the Hand and Flowers themself with like-minded staff who care about and maintaining that upwards drive and staff the business as much as they do. The team is motivation. the most important thing to long-term success, and if you add a good location, an understand- What was your best meal last year? ing of the clientele, repeat custom, value for I ate at The Ledbury [in London’s Notting Hill] money and, of course, a bit of luck, you might and I was blown away by such great cooking. have a chance of a successful business. It was some of the best British food I’ve eaten in a long time, cooked by an Australian! Brett What are the next trends in British cooking? Graham is a phenomenal cook and the Led- I think the pub scene is a huge growing mar- bury is fully deserving of all of its accolades. ket – it’s a more relaxed and informal way of dining, but with great food. For me, British www.thehandandflowers.co.uk

6 | AA Hotel Services | Spring 2014 AAhotels.com Are managers liable for injuries on their premises? Companies booking special seasonal entertainment should ensure their building – and the performers – are up to the job, says Peter Forshaw

The Problem still entitled to assume that I am the manager of an certain safety checks are in place independent hotel looking and that the premises are safe. to provide live entertainment Consequently, if a performer for hotel guests over the is injured due to the state of the Christmas period. I would like hotel’s premises – for example, to hire a portable theatre group tripping over a fraying to perform a pantomime on carpet – then the hotel would the hotel’s premises, but I am probably be liable, whereas concerned about adhering to if they were injured in an health and safety regulations. inadequately planned panto, If a pantomime performer was their employer (the panto injured on the hotel premises company) would probably – as a result of falling down have to accept the blame. a ladder or tripping up on the It is also not unknown stage, for example – would for certain published (not I be liable? necessarily ‘adult’) pantomimes to contain material which The Law some may find offensive. As the ‘promoter’ of the event and the occupier of Checklist the premises in which the ● Scope out the space and any entertainment is performed, potential hazards in your the hotel will be bound by the premises that could harm Occupier’s Liability Act 1957 both those performing and to take such care as in all the watching the pantomime. circumstances is reasonable ● Know what the panto to ensure its visitors (which to push the “spectacular” company has planned. will include both the audience to new heights. But with “If a performer is Ask to see a copy of the and the company performing spectacle can come risk. injured due to the script or any footage of the the panto) are reasonably Perhaps more than any other state of the hotel’s performance. Request any safe. However, in appropriate type of theatrical production, changes to anything you circumstances the hotel may be each of the components of premises – for are uncomfortable with. able to rely on certain defences a successful pantomime can, example, tripping ● Satisfy yourself that the panto within the Act, namely: if not planned properly, incur group is reputable (have they ● Occupiers are entitled to health and safety risks. For over a fraying been used by others?) and rely on visitors protecting example, unpredictable carpet – then have appropriate employers’ themselves against special pyrotechnic effects can cause liability/public liability risks ordinarily related burns or damage to costumes; the hotel would insurance. to their activity. elaborate costumes can restrict probably be liable” ● Ensure that both the ● Occupiers will not be movement and visibility; being pantomime performers and automatically liable if the the back end of a pantomime audiences are made aware danger was caused by an cow is no fun when you can’t of fire exits in the hotel. independent contractor see where you’re walking or where it was reasonable you’re working in such close Beware! to engage such contractors proximity to a volatile Unless hotel managers take and the occupier has taken individual. Slapstick scenes the time to properly select a reasonable steps to ensure with buckets of slosh create company and satisfy themselves that the contractor was a slippery floor which can lead in respect of the risks involved, competent and had to performers slipping and they and their insurers could worked properly. injuring themselves, and be liable for thousands of throwing sweets and other pounds in compensation Expert Advice objects into the audience can, if accidents happen. Pantomime productions in extreme cases, injure continue to increase in audience members. Contact popularity, and competition While an injured panto Peter Forshaw is partner at for audiences is so intense that performer may be regarded as national law firm Weightmans LLP companies are under pressure accepting some risk, they are [email protected]

AAhotels.com Spring 2014 | AA Hotel Services | 7 Spotlight on... The Merchant Hotel

he Merchant hotel, Belfast’s only AA five- and original works of art Belfastcomplemented by the Belfast’s only AA star-rated hotel, was recently awarded very best in 21st century technology. Luscious TAA Hotel of the Year for Northern Ireland velvets and silks, specially designed rich wool five-star hotel is at the AA Hospitality Awards 2013-2014. carpets, spacious en suites and a host of Commenting on the award, the Merchant in-room amenities all add to the feeling of a luxurious haven, hotel’s general manager, Gavin Carroll, said: comfort and opulence. “We are absolutely thrilled and honoured The Merchant hotel is also recognised for boasting bespoke to have won this prestigious award from such its fantastic dining facilities, including the a well-respected organisation as the AA. crown jewel of the hotel, the Great Room Res- decor in every room It further demonstrates the taurant. This is a sumptuous leaps and bounds that the space evoking timeless gran- city of Belfast has taken in “Each room, deur, situated in the former recent years, and it is cur- whether art deco or main banking hall of the rently enjoying a huge boom Victorian in style, building, where afternoon in tourism.” teas are prepared daily for This magnificent hotel is features bespoke discerning guests. situated in a stunning grade furnishings and The hotel also hosts Berts A-listed building in the his- Jazz Bar, which encapsulates torical Cathedral Quarter of original works of art the sleek elegance of the the city centre, which has art deco era, complemented been lovingly and sensitively restored to reveal by the very best in live jazz, fabulous cocktails its original architectural grandeur. and mouthwatering food. Here, guests can In 2010 a further 36 rooms were added to find themselves transported back to the chic, the existing 26, as well as a luxury spa, rooftop intimate jazz bars of 1930s New York as they gymnasium, a dedicated meetings and events enjoy French bistro-style cuisine. floor and a jazz bar. The hotel is also home For those who prefer something a little to Harper, an exclusive fashion boutique and more casual, the hotel’s public bar, the Cloth Northern Ireland’s only stockist of Valentino, Ear, serves comforting, home-made favourites Celine and Christian Louboutin, as well as created using the best locally sourced, a luxury nightclub, Ollie’s, and The Bar, seasonal produce. a classic, multi-award-winning cocktail bar. Its prime location and wealth of five-star The hotel’s accommodation facilities are amenities make the Merchant hotel the ulti- outstanding – each room, whether art deco or mate luxury experience in Northern Ireland. Victorian in style, features bespoke furnishings www.themerchanthotel.com

8 | AA Hotel Services | Spring 2014 AAhotels.com Big ideas for small spaces

Warings Furniture created built-in tables for London café Damson & Co. The challenge was to plan the space to fit 20 covers, which meant crafting furniture to the millimetre to ensure a perfect fit

A few clever tricks with furniture and layout can make Four ways to maximise the space you have a small space Size space for place settings, utensils, Table and chair size are key to condiments and serving platters. “There is no industry feel much larger creating a workable venue. There The best advice is to create standard for the are big variations between chair tables using to-scale cardboard space you must frame sizes, so get advice from cut-outs. Lay out your ‘table’ with f you’re operating a business an expert on which chairs have a plates, cutlery and condiments, allow per diner” in a small venue, you know small footprint. Smaller, stackable trying out various layouts and Ihow important it is to make chairs can still offer comfort and combinations. It’s a simple way variety in seating: a bar and the best use of every square style while giving you the flexibility to discover the dimensions that high stools for people dashing inch. Your staff need to be able to use your space wisely. will work for your customer. in and out, tables for large to work efficiently in limited Consider the size of table you families and booths for intimate space and your customers need. This depends on what you’re Spacing couples and friends. need elbow and leg room serving your customers and how Customers’ sense of personal Remember that furniture with to enjoy their drink or meal. you’re serving them. If you have space should be factored in when legs looks like it takes up less Making the most use of space limitations, think about considering spacing between and space than pieces that sit directly small venues and creating the placing fewer tables in the room around tables and chairs, so don’t on the floor. It is far better to have illusion of a bigger space takes rather than creating an unpleasant feel the need to squeeze people centre pedestal tables in small imagination, planning and savvy experience for your customers and in even though the venue is small. spaces so diners do not have any design. Size does matter, but additional problems for your staff. Keep in mind that you’re better obstructions to get in and out small spaces are not a barrier There is no industry standard off setting up an additional table of their seats. to workable, comfortable, for the space you must allow per in another room, or leaving it out stylish and profitable venues. diner, but depending on the type all together, rather than crowding Bespoke So whether your venue is of restaurant or bar, a customer a dining room with a large table In a small venue you should tight on space or you’re simply may need more or less room for and too much furniture, making make good use of every corner. looking to make the most of their meal. Fast food restaurants, diners feel uncomfortable. If there is an odd-shaped nook in the room you have, there are cafés and coffee shop dining may the layout, get furniture designed a number of tips to consider need less space than some Style to fit that space and work with when planning your layout menus, such as those in fine The style of furniture you choose designers to create small pieces and choosing your furniture. dining, Italian and Mexican must be suited to your customers’ that fit the scale of the venue Stuart Smith is a director restaurants, which require a larger needs. The best bet is to offer to make it feel bigger. at Warings Furniture

AAhotels.com Spring 2014 | AA Hotel Services | 9 tell if a guest is at home. If they are not, the controls are switched to a money- saving, energy-saving mode after 30 minutes.

Intelligent guest control Radisson Blu Hotel Cardiff commissioned SaveMoneyCutCarbon to install and monitor an intelligent control system in its 215 guest rooms to reduce energy consumption. In the FUEL’S first three months of the trial the hotel cut guest room HVAC energy use by up to 45%. The hotel expects to achieve a saving of £35,000 a year and to recoup the cost of installation within 14 months. Financial controller Martin Perkins says: “The project is a no-brainer – we need to save on consumption to help protect the bottom line against the ever-increasing energy prices and new levies being introduced.”

Monitor usage GOLDOperators have been forced to look for significant By using energy management software, operators can see where savings in energy usage as prices continue to rise 2energy is being used in a hotel at any point in time. This detailed information allows above inflation.B ut using the best technologies them to manage electricity consumption and cut wastage. is the easiest way to save money and reduce Hotel management company Redefine BDL uses a web-based system that takes half- your carbon footprint, says Ross Bentley hourly electricity billing data and converts it into a graphical profile to identify power consumption over a 24-hour period. According to group property manager Mark Dempsie, the system costs £1 a day and payback is normally within the first month. Managers at the DoubleTree by Hilton Dundee hotel have been trialling this software over the past year, and consumption savings of 10% have been recorded consistently throughout the year.

Don’t just look at up front costs Trevor Burke, managing director of 3Exclusive Ranges, urges operators not to focus entirely on the up front cost of a prod- ith energy prices set to continue to will cut energy bills, reduce carbon taxes and uct, but also to consider the cost of using it rise above the rate of inflation for the cut their carbon footprint.” across its entire lifecycle. Wforeseeable future, it’s simple good Here are 10 tips to help you reduce your He says it is often the case that sophisti- business sense to continue to search for power energy consumption. cated, energy-efficient kit can be more usage savings. expensive initially, but that operators will claw The debate has moved on. Whereas a few HVAC matters back this money as they save on day-to-day years ago ‘green’ technology was a nice-to- Heating, cooling and ventilation (HVAC) energy costs. have, now the need to save money makes is the biggest energy drain in any The company supplies high-end cooking it a business necessity for operators. 1commercial building, but especially in equipment to restaurants such as Caprice “They understand a commercial proposi- the 24/7 operations of the hotel environment. Holdings, and Burke says that induction- tion that not only reduces a carbon footprint A range of technologies are available to powered products are far more energy effi- but, crucially, delivers quick, significant enable hoteliers to automatically manage cient than conventional gas or electric hobs. and continued savings,” says Mark Sait, in-room controls so they can be turned down “If you are buying a quality product, such as managing director of hospitality consultancy to a minimum default setting when induction-powered equipment, SaveMoneyCutCarbon. guests are not in their rooms. there will be a higher up front “Saving money and being green are two Consultancy SaveMoney- cost, but you are commit- sides of the same coin. Using technologies to CutCarbon uses a combina- ting yourself to making cut energy and water consumption is a triple tion of wireless infrared an investment to win for the hospitality sector. Hotels, bed and body heat sensors and reduce day-to-day run- breakfasts and restaurants making the move entry door monitors to ning costs,” he explains.

10 | AA Hotel Services | Spring 2014 AAhotels.com their own electricity or filter their own water supply, it doesn’t make sense for them to produce or support their own computing infrastructure.”

Sucking up energy in the cloud Hotel management group Kempinski has a portfolio of more than 70 five-star hotels across more than 30 countries. In early 2010, the company put together a five-year plan to streamline IT within the business and, working with consultancy Cloudreach, decide to move its corporate and shared applications to a hosted service managed by Amazon Web Services. While there are no figures for savings to energy consumption yet, Kempinski’s senior vice-president for IT, Jeremy Ward, calculates tha over the whole five-year plan, there will be 40% saving over the costs of a comparable solution using a traditional IT model.

Boiler efficiency Hotels can also save energy through technologies that improve boiler 6combustion, resulting in lower fuel consumption and a substantial decrease in Radisson Blu Hotel Cardiff their carbon footprint. These no-maintenance solutions are installed without the need to Efficient refrigeration ensure safety and quality, but an additional shut down a boiler system and can deliver The chilling cost of inefficient refrig- benefit is the ability to identify where excessive proven energy savings. eration has been laid bare by the energy is being used, either due Boiler fuel conditioning uses ceramic 4 Carbon Trust, which estimates that up to a technical fault, unstable magnets attached to fuel pipes that to 20% could be shaved off energy bills by pay- fluctuations or because the ensure that the amount of ing closer attention to good practice and regu- temperature has been set unspent fuel is minimised and lar maintenance. unnecessarily low. that combustion efficiency is Considering that refrigeration can account maximised. for up to half of a caterer’s total energy use, Outsource IT systems that equates to significant savings. By outsourcing IT systems Water management What’s crucial is having the data to to cloud hosting providers Water is one of the best pinpoint weak points. A growing number of 5such as Amazon Web Ser- targets for rapid energy catering opera- vices (AWS), Google and Salesforce. 7 savings. tions are turning com, hotels and hospitality companies Eco shower heads, eco taps to temperature of all sizes can benefit from hosting their and tap aerators, such as those monitoring tech- IT in the most technologically advanced produced by manufacturer Hans- nology, such as the facilities in the world. grohe, may not be the most- IMC Group’s Co-founder of IT consultancy Cloud- sophisticated of technologies, but IceSpy range. reach, Pontus Noren, says because of they can be money-saving miracles. According to the giant scale of their infrastructure, They work by mixing water with air business develop- these large providers benefit from but make sure not to affect quality. ment manager economies of scale that allow them to Some hotel showers can use Gordon Muscat, have the most advanced, energy- 35 litres of water per minute, which can they are primarily saving systems available. That enables them be reduced to 9 litres per minute. Hot water driven by the regu- to pass these cost savings on to their clients. tap flow rates can be reduced from 18 litres to ▲ latory pressures to Noren adds: “Just as very few hotels generate 5 litres per minute. That means savings in

AAhotels.com Spring 2014 | AA Hotel Services | 11 ▲ water heating and the cost of water itself if a property is metered.

Flushed with success The 21 hotels within the Puma Hotels’ Collec- tion have achieved savings of £100,000 inside eight months from a £65,000 investment in water-saving technologies. Equally importantly, no impact on guest satisfaction rates has been reported. The company chose taps and shower heads from Hansgrohe, installed by consultancy Save- MoneyCutCarbon, and these resulted in a 50% reduction in water use and heating costs. Financial and commercial director at Puma Hotels Paul Nisbett says: “The most satisfying part is the fact that after recouping our investment, we will continue to save money month on month.”

Pump it up Pumps that circulate hot and cold water around a property are top of the 8energy-saving list as they run continu- ously. When uncontrolled, pumps typically operate at 100% around the clock, but their energy usage can be tempered by installing a level of intelligence to the motor or pump. This can help by reducing the amount of electricity required to power the pump and also regulate the pressure the pump is working to by responding to demand rather than just running in ‘off’ or ‘on’ mode. The load on a pump can also be reduced at low points in the day, such as the early hours of the morning, when fewer guests are likely to want to use water.

Kitchen know-how According to the Carbon Trust, around Fans of energy efficiency is lost, whereas an induction cooker uses 90% 25% of the energy used in catering is There’s the potential to cut energy usage of its energy. He calculates that a kitchen will 9expended in the preparation, cooking wherever you look in a commercial kitchen. see a reduction of energy use of 30-40% with and serving of food. By far the largest propor- Demand Controlled Ventilation (DCV), the introduction of induction equipment. tion of this energy is consumed by cooking such as the Cheetah system by Quintex, has apparatus, and much of this is wasted through the ability to achieve savings of up to 80% in Shine a light on energy excessive use and poor utilisation. fan energy usage. The system uses sensor savings In a busy kitchen, staff have little time technology to detect cooking activity levels LED lighting technology has to think about energy saving, but some tech- and lower ventilation fan speeds accordingly, 10 made massive strides over the nologies can help improve working so that extract rates are matched to past five years, with a wide range of quality practices. Control technology, cooking demands, hence optimis- long-life, low-maintenance solutions for hotel which automatically switches off ing energy use. and restaurant environments – from energy- or turns down cooking equip- At DC Warewashing, a firm saving bulbs to spotlights, tubes and capsules. ment that is not being used, that produces commercial dish- Philips remains a market leader and the can help. washing machines, they point to company continues to invest heavily in Pan sensors are available for their premium range, which has research and development to ensure the best gas and electric hobs that turn double-skinned and insulated quality of light while delivering energy reduc- the hob off or down after pan wash tanks to reduce heat loss. tions of up to 90%. removal. These can save about The tanks are smaller than typical Mark Sait, managing director of Save- 5% of the cooking energy in a machines, and the firm says they could MoneyCutCarbon, says: typical kitchen, says the trust. You can also save up to 13,000 litres of water a year compared “For 24/7 areas of a property, minimise oven door openings by fitting easily to traditional wash tank models. LED lighting is a no-brainer visible oven thermometers, which also help At Exclusive Ranges, managing director and can be enhanced further with accurate cooking times. Trevor Burke espouse the virtues of induction with smart controls such Induction hobs, combi-steam/convection cooking. as motion sensors, daylight ovens, microwaves and efficient deep-fat He says that up to 70% of the energy used sensors and occupancy fryers can all help cut energy usage. to boil a pan of water on a conventional cooker Mark Sait sensors.”

12 | AA Hotel Services | Spring 2014 AAhotels.com Cateys at 30 Conference Some of the leading lights in the hospitality industry –and past Caterer and Hotelkeeper Catey award winners – were brought together to share their invaluable experience at a conference last November. Here is their best advice how to inspire a team The blueprint for a successful hospitality business

gnite your enthusiasm. Get up in the Remember the three Ps Tell a story Give journalists something morning with a purpose. Your energy levels Product, people and PR. Make to write about. But also nurture your Idictate the success of the day. People work the product the best it can be relationships with the press; don’t just for people and stay for inspiring leaders. at the right price point, invest contact them when you want something. in and develop your people avigate the course. Have a compelling and tell your customers what Be confident Today’s guest wants confident, vision as to where you are going with you’re doing, through PR. intelligent, understated service. Nyour team and what it will look like “It’s as much about how you treat the dustman when you get there. as the article in a glossy magazine.” It’s not complicated There are a million details to get right; the question is choosing the right ell the benefits. Celebrate success and Think about training Does today’s chef de ones to concentrate on. reward people for their contribution. partie need to know 36 ways to cut a carrot? S Perhaps it’s more important to source and By Robin Hutson, CEO and chairman, choose the right carrot in the first place. Lime Wood Group and Home Grown Hotels aint a picture. Have a clear set of values. Communicate what you stand for and Pwhat your team needs to deliver. Five ways to build a business create a profitable product nvite participation. Hire people for their brain and make sure they contribute. ● Analyse your financial performance over ● Present a clear identity for your offer. I the past five years to see if the business If people aren’t sure what you’re about, einforce optimism. Keep positive is in good shape. they will get confused and won’t return. through thick and thin. We’re going ● Benchmark your business with your ● Get to know your regulars and visit often. Rthrough tough times but as an main competitors. “If you’re there, you’ll understand why inspiring leader you have to stick with it. ● Do an audit of all the basics of good a product isn’t working,” said Rousset. Be consistent with your mood. hospitality – listen to your customers ● Cost everything, and make sure it adds and staff. up – if not, even the most “winning ngage potential. When you’re hiring ● Identify what is unique or special about product” will fail. people don’t just think about their job your business. ● Don’t forget the decor and design. As Etoday, consider their potential for ● Invest in the fabric of your business, Atherton said: “People expect the design tomorrow and how they will add value to even when times are tough. to deliver as much as the food.” your business. ● Listen to what your customers want, By Phil Howard, chef and co-owner, and always offer value for money. By Sean Wheeler, area director the Square; Paul Milsom, managing of human resources, the director, Milsom Hotels and Restaurants; By Jason Atherton, chef-restaurateur; Dorchester, Coworth Park Harry Murray, chairman, Simon Rogan, chef-restaurateur; and Xavier and 45 Park Lane Lucknam Park Rousset, co-proprietor, Texture and 28°-50°

Tips for controlling costs

● Plan for success from the start. Questions to consider when seeking investment ● Review prices – go back to suppliers every three months and ● Is your business a passing fad? Investors ● How much do the founders earn? renegotiate. are interested in long-term growth. ● How realistic is the growth plan? Most ● Recognise and reward managers and chefs ● Do you have good like-for-likes? What is businesses can sustain 10% per annum. on their gross profits. the break-even? How fixed are the fixed costs, what are the wages and what ● What is the cost of capital? ● Use technology management tools to turn is the rent to sales ratio? off equipment when they’re not needed. By Will Smith, co-owner, Arbutus; ● How expensive are the central costs and Debrah Dhugga, managing director, Dukes ● The top line is important but it means what are the real cash-on-cash returns? London; and James Horler, chief executive, nothing if the bottom line is unhealthy. 3Sixty Restaurants

AAhotels.com Spring 2014 | AA Hotel Services | 13 advertisement

Discover the Unexpected with Matthew Clark wines We are delighted to invite AA particular areas of interest. There the wines, and tapas will be served difference when influencing establishments to the Matthew will be a focus on education and throughout, with dishes selected consumer choices. Clark annual London Wine Tasting the sharing of expertise, with to match with the wines on show. The focus of these flights will on 18 March. Matthew Clark will Matthew Clark specialists on-hand Among a line-up of more than vary from popular and commercial again be supporting the AA wine to offer one-on-one advice. 350 wines from all corners of the to diverse and quirky wine styles, awards in 2014. One of the largest zones will be world will be almost 100 new wines, representing the full spectrum This great tasting event is devoted to Spain – Matthew Clark’s each reflecting the ethos of the of consumer tastes and with the aimed at helping establishments leading region. Matthew Clark has Matthew Clark buying team to seek aim of helping customers make improve their wine lists and grow taken significant steps in recent out wines that ‘over-deliver’ against the most of these trends. their margins. The colourful and years to develop and grow their respective price points and Among other highlights there interactive tasting will be made its Spanish portfolio, and this offer real value to customers. will also be commercially relevant up of different ‘zones’ in individual expertise is reflected in the large Elsewhere, a ‘Building Blocks’ masterclasses hosted by external rooms, creating the feeling of a number of awards its Spanish range zone will house a series of themed experts running throughout the day, series of smaller, more intimate and has won over the past few months. flights to demonstrate how as well as a fully merchandised bar focused tastings, allowing visitors Buyers and producers will be understanding various styles area and street food vans to make to plan their day based on their available to talk customers through and price points can make all the sure that no one goes hungry.

18 March 2014 10am-5pm Tobacco Dock, London E1W 2SF Visit www.theexperiencematters.co.uk to register your attendance Licensed on-trade customers only. Maximum of 2 people per outlet HOSPITALITY ACTION UNVEILS INDUSTRY’S EMPLOYEE ASSISTANCE PROGRAMME

ospitality Action, the benevolent charity for the catering and hospitality sector, Hhas unveiled its own Employee Assis- tance Programme (EAP), designed to support the three million people working across the industry by providing expert help and assistance to those in crisis or need. The scheme, which has been gradually roll- ing out since April 2013, has already attracted some of the biggest names in the industry, including Red Carnation Hotels, Calcot Manor, Carnegie Club and the Vineyard at Stockcross, as well as Whitbread and Ed’s Easy Diners. More than 70,000 employees from 30 companies are now able to access specialist and confidential advice 24/7, 365 days a year. In the first 10 months of the programme, more than 1,500 hospitality people have benefited from the EAP’s advice, expertise and support. As the industry charity for 175 years, Hospi- tality Action is uniquely placed to understand and help resolve the issues that affect our people, at work and in their personal lives. The EAP service is a fully supported, confidential scheme that includes advice and help sheets, web chat and a telephone helpline, personal counselling, legal information and guidance, financial planning and debt advice, addiction support for alcohol, drugs, gambling or other addiction issues, hardship grants, a confidential whistleblowing service, critical incident debriefing and mediation. Penny Moore, chief executive, Hospitality Action, says: “Personal issues can have a major impact on the way people work, and this can become a business cost due to a decrease in productivity and an unbalanced working environment. Our experience shows that many small problems, if nipped in the bud, can be prevented from escalating, and this is exactly what the EAP has been designed to address. “We already have some fantastic companies on board with the scheme, and I look forward to seeing new signatories joining up in the coming weeks and months.” Richard Ball, executive chairman, Calcot Hotels, says: “We adopted the EAP for all three of our hotels and outdoor catering business – some 400 employees. It provides an invaluable support system for a range of challenging personal issues – many of which require more expertise than we can expect our managers and HR team to have. It also goes some way to showing proper duty of care in these difficult areas that are never very far below the surface for many people in our industry.” If you would like to find out more about the EAP, contact Camilla Woods on [email protected] Richard Ball Penny Moore

AAhotels.com AAhotels.com Spring 2014 | AA Hotel Services | 15 The Problem With top-end hotels, where the world’s hyper-wealthy are among the guests, the value of guests’ property can be millions of pounds. In the event that this property goes missing, to what extent are hotel proprietors liable and what can they do to limit their liability?

The Law Hotel proprietors are strictly liable to make good the loss of a guest’s property unless they can prove that the loss was caused as a result of the negligence of the guest. This duty is set out in s.2 (3) of the Hotel Proprietors’ Act 1956 (the Act). Liability is restricted to those guests who have purchased sleeping accommodation only. In addition, payment for property loss is limited to £50 for a single item and £100 on aggregate. Hotels must display a prominent sign confirming the extent of their duty held under section 2 (3) of the Act in order to benefit from the low payment limits. Expert Advice who is liable if a guest’s The issue for hotel proprietors presents itself when the loss of guests’ property is caused property goes missing? by the negligence of the hotel proprietor or its employees, or where the property is lost after Hotels should ensure the correct signage or even being deposited with the hotel for safekeeping, or where the security is in place, as claims for lost property can hotel refuses to accept the property for safekeeping. run into millions of pounds, says Rebecca Gibb Such circumstances are problematic for hotel proprietors as the loss of guests’ They should assess whether an safekeeping of guests’ property property in these circumstances item is so valuable that to accept “Hotel proprietors to the hotel proprietor before does not afford them the it would be to leave the hotel are entitled to refuse items are accepted. protection of the payment exposed to a high degree of ● Insert a limitation clause limits set down in the Act. expenditure should it be lost. the safekeeping of into the booking contract, This can leave hotels exposed In these circumstances the items of ‘exceptional which avoids liability for to liability for the full value of hotel should be entitled to high-value items, ensuring any property lost. This is of refuse acceptance of the item. character’” that it is drafted by a lawyer. obvious concern should very Hotel proprietors may also compliance with the Unfair ● Have a sufficient level of valuable items go missing. seek to exclude their liability Contract Terms Act 1977. insurance cover in place in Thankfully, hotels can under the Act by inserting respect of guests’ lost property. seek to limit their exposure a limitation clause into the Checklist under the Act by ensuring booking contract. This would ● Ensure a sign is erected in the Beware! that security is of the highest limit their liability to make hotel’s entrance or at reception If these steps are not taken, level. Hotel proprietors are good the loss of high-value confirming the hotel’s liability hotel proprietors risk claims also entitled to refuse the items caused as a result of the under the Act. running into thousands if safekeeping of items of scenarios set out in section 2(3) ● Provide quality safes within not millions of pounds. Such “exceptional character”. Very of the Act. It remains to be guests’ rooms and encourage claims will be difficult and valuable items are believed to seen, however, whether the guests to use them to help costly to defend due to the fall within this ambit, however courts will enforce such prevent theft. strict liability conferred on this has yet to be tested by the contractual clauses given that ● Have safety deposit boxes hotel proprietors by the Act. courts. The question that the Act is designed to confer available offering a high level hotel proprietors should ask is strict liability on hotel of security. Contact whether they have a reasonable proprietors. Such clauses will ● Train and monitor employees Rebecca Gibb is a solicitor excuse for refusing to accept also be subject to consideration to help prevent theft. at Weightmans valuable items for safekeeping. by the courts in respect of their ● Refer requests for [email protected]

16 | AA Hotel Services | Spring 2014 AAhotels.com advertisement

who is liable if a guest’s property goes missing?

Future Talent You can’t ignore it… even if it is about how to engage with it. As employer brand and know what women returners and those only just audible, the low hum of the economy starts to warm up makes them a great place to work, working in other sectors are economic optimism is in the air. slowly, employers need to move clearly showcasing this in their just some of the groups they If the gloom really is lifting, then fast to position themselves as advertising and communications. consider. These employers are hospitality employers will face the best in the business. They define what makes their top often involved with the many fresh challenges as the job market At Caterer.com, we work closely employees tick and then target their wonderful organisations that starts to shift in earnest. Woe betide with all sizes of hospitality business advertising at similar candidates. reach out to these audiences any employer who isn’t already to assist them in recruiting quality They understand what their future on behalf of the industry. preparing the ground to cope candidates, enabling them to talent wants from an employer As we look ahead through 2014 with increased staffing demands communicate the right messages and they work hard to provide it. and beyond, we can be certain of when things really start to move. through their campaigns with us. Alongside this, top employers one thing; the demand for great So, are you planning ahead? Without fail, the employers with understand the value of employer staff will be higher than ever. Perhaps now more than ever, the most effective recruitment awards such as the Great Place Large or small, the most successful customers expect not just a good campaigns are those who have to Work in Hospitality survey or hospitality businesses will have service, but a truly great experience. done the groundwork, really Caterer.com’s own Best Employers positioned themselves well to “Good enough” simply isn’t thinking about what makes them in Hospitality Awards, and recruit and retain the top talent in good enough any more. It’s the the best employers they can be. benchmark themselves on the industry, not just this year, but outstanding hospitality businesses Inside their company, these improving their scores year on way into the future. Now is the time that work hard to attract and employers encourage a pipeline year. And they work towards and to plan and take action. Where’s retain staff who can deliver on of young managers within the showcase their business accolades, your future talent coming from? that expectation. These tend to be business through development such as AA rosettes, which draw To find out more about how the best employers in the industry schemes. They invest time (if not quality, relevant candidates Caterer.com can help you recruit too, and candidates know it. budget!) in meaningful training. towards their job advertising. quality, relevant candidates for There has and perhaps always They have considered what makes The great employers in the your business, contact our team will be a painful skills shortage the best talent stay with them… business think creatively about of experienced account managers in the sector, but successful or leave. where their future talent will come now on 0845 877 0064 or visit hospitality employers understand Looking at their organisation from; skilled candidates already http://recruiters.caterer.com that the talent is absolutely out from the outside in, these working within the industry are Neil Pattison is Sales Director there for those who think carefully businesses think about their not the end of the story. Students, at Caterer.com advertisement

The role of a purchasing organisation – profit vs price

Purchasing specialists such as But could outsourcing your provision of a service like Beacon’s not reaping the full benefits of a Beacon offer hospitality businesses purchasing to an organisation like central billing system means that purchasing partner by continuing the opportunities to maximise their Beacon help you to achieve your payments can be consolidated to expend time and resources by buying power across a whole range strategic aims more effectively? in one bill, saving both transaction managing suppliers and outlet- of products and services, including Paul Connelly, director of charges and administration.” specific pricing at a local level. utilities and services, food and operations at Beacon, says: Historically, purchasing Businesses who truly work drink, equipment, disposables “There is a common misconception consortia were perceived as being with the purchasing organisation and consumables. that price is the only factor a solely about price, but the more as an extension to their team can But is it all about price? Beacon, purchasing organisation focuses enlightened providers can take care save not only money, but time and the purchasing partner to AA on. But any good purchasing of service contract notifications, resources. These savings, coupled hotels, shares how a professional specialist will offer much more than ensuring contracts don’t overrun with accessing professional support purchasing organisation can that. They can work with suppliers into expensive tariffs; and can also and advice around the formulation really improve your bottom line to provide improved terms of assist with recruitment, insurance of an effective purchasing strategy, and help you deliver a better service, support from experts in and HR issues – all time-consuming is how the optimum relationship guest experience. their field, and apply collective tasks that can distract from the with a purchasing organisation Running a profitable hospitality influence that will afford greater day-to-day running of a business. is achieved. business in the current economic traction with supply partners. Some operators may view To find out how Beacon could climate is challenging – with “For instance, instead of purchasing organisations as a route help improve your business’s pressures to increase occupancy managing payments across to better pricing, and a broad range profitability, please visit levels, optimise room rates and numerous suppliers and all of suppliers – in the capacity of an www.beaconpurchasing.co.uk improve your guest experience. the paperwork that entails, the ‘introducer’ role only – are perhaps or call 01904 695 588 how to design your hotel

Great hotels offer an experience that permeates a guest’s whole experience, says Tina Norden

nce, impressing hotel guests was easy: all Oyou needed was a colour television, room service and a trouser press. People didn’t have these at home and they were innately exciting as a result. But not any longer. Hotel design today is about a point of difference; something unique and memorable. Hotels are about the experience and the atmosphere, both of which are carefully designed to create a destination with a very distinct character. Today’s guests are savvy, well-travelled and their Seven steps to successful hotel design expectations are high. To attract them, hoteliers must offer an Identify your target customer fit-outs and restaurant menus, as well as the choice all-encompassing experience Who are your guests and what do they need? of staff and the way they behave. Personality is key. that permeates everything, Even more importantly: what are their aspirations? from the style of service and Painting a picture of who you want to walk through Keep up appearances the names of the cocktails to the door will allow you to define your concept clearly. Maintenance is not the most exciting subject, but the choice of books on the shelf. keeping everything looking as it was on day one is There is no right and wrong Define the concept important to keep guests coming back. A key part – consistency of message is key. What is the big idea for the project? What is the of achieving this is getting the specification right in Defining this attitude will attitude of the operation and its style? Is what the first place, so the design stands the test of time. result in a clear concept for the you’re proposing a new idea, or has someone design, the offer and the service done it before? What’s your point of distinction? Tell people about it style. For example, if you run A well thought-out PR and events strategy is a must. a hip, urban boutique hotel, Clever technology Before reaching out to press and bloggers, ask what trainers and a T-shirt may be Guests may say they want to get away from it all, makes your hotel interesting for them to write about. an appropriate uniform. but these days up-to-date technology is a virtual The answer may be informed by your events plan: will It is important to be specific must. One important point is that technology must you hold wine tastings, DJ nights or art installations? about the target guest and very be genuinely clever, easy to use and integrated from Make sure you’re telling people about it on your own clear on their tastes, needs and the start – nothing is more annoying than not finding channels, too – a tweet that captures the spirit of the requirements. Try not to please the right light switch in a hotel room. hotel may be the final clincher for a would-be guest. everybody, as the end product will inevitably be diluted. Create an experience Stick to the concept Intelligent design will Designers and operators have to work very closely The concept should become part of the DNA of the communicate this attitude in developing the overall experience for the hotel. hotel, informing every interaction and every stay. to the guests and shape their It should inform the layouts, finishes, bathroom Never lose the big idea! experience. Function is as important as form to achieve this, as seamless service is an integral a guest has, and should make offers attract non-staying a hotel into a destination. part of the overall package. a clear statement about the customers or form the main A great atmosphere and a Naturally, the room is a large hotel’s personality. reason guests choose to stay at discernible vibe will make a part of the guest experience and Long gone are the days a particular hotel. A lively bar hotel memorable and bring getting it right is fundamental, when hotel restaurants were or a packed restaurant brings people back again and again. but the public areas also set a last resort if you couldn’t be an obvious benefit in terms of the tone of the hotel. They are bothered to leave the building. the bottom line, but also brings Tina Norden is associate director the first experience of a hotel Increasingly, food and beverage that elusive buzz that turns at Conran and Partners

AAhotels.com Spring 2014 | AA Hotel Services | 19 Let us help you your revenue potential.

We asked Louise Wright, Group Sales Director at Cedar Court Hotels for her experience in how the powerful BriefYourMarket.com multichannel marketing tools have benefited her team and customers so far…

So Louise, how did you hear about BriefYourMarket.com.com we are able to send What are the main benefits to The Cedar BriefYourMarket.com? Jill contacted The Cedar them material that engages them specifically. Court Hotels and your valued customers? Court Grand, after discussions we felt this The scope and benefits are endless, planning system would benefit the whole of the group. How did you find our set up process? The set targeted customer campaigns are key. If we up process was relatively quick and easy, get the right offer to the right people it gives us Can you tell us a little bit about you, your within a couple of weeks we had the Cedar the potential to massively increase bookings hotel and what do you do? I’m Director of Court templates set up and then just had to through our own web-site and cut down Sales and Marketing at Cedar Court Group, we transfer our data into the system. commissions through third parties. Brand have five hotels in Yorkshire - three West awareness is key, with access to a database Yorkshire Hotels in Wakefield, Huddersfield and At BriefYourMarket.com.com we pride of 43million households we can now target Leeds/Bradford, one in Harrogate and the only ourselves on offering added value and a customers further afield than Yorkshire. 5* hotel in the centre of York. great customer experience, did you feel that the training was comprehensive and what BriefYourMarket.com.com SMS technology Who are your customers? Our West Yorkshire were our team like to deal with? The training supports other revenue streams as well as hotels enjoy corporate guests and conference has been excellent! We needed various accommodation, we plan to us this for late spa business whereas the two in North Yorkshire sessions across different groups of people and availability and in house dining promotions. are more leisure led with a high weekend the team have happily provided this so we feel The direct mail feature is incredibly cost effective, occupancy. We attract lots of weddings and competent and comfortable using the software. sending a high quality A5 mailer including plenty of guests looking to explore Yorkshire. postage and buying the data for around 60p Louise did your team find the products easy is great value especially bearing in mind how So how were you communicating with your to use? We are still in the early stages and targeted you can be to who receives the mailer! customers before BriefYourMarket.com? We learning to use the system, but after our used an e-marketing system but it was very training we feel equipped to start sending What value has the BriefYourMarket.com system restrictive, we had been looking for a solution regular communications. It’s a very straight added to your marketing initiatives? It will be our that was more responsive to client preferences, forward product to use, the time consuming bit main stream of all marketing activity for 2014, we their booking history and patterns. We wanted is planning in all of your strategies. Jill at BYM anticipate it will add considerable value. to take a more strategic view to intelligently has been very helpful with that too! target our customers and found the response And lastly would you recommend rate from the old system was very low. Which features have you found to be most BriefYourMarket.com to fellow hoteliers? useful? So far Newsletters, Single Mailers and Absolutely! Louise you run a very successful group of the Direct Marketing tool have extensive hotels what were your main issues in keeping capabilities and scope. The next step is to If you’d like to experience the same in regular contact with your customers? The integrate into our PMS system so we don’t have types of benefits that Louise and data we had available to us was limited and we to manually transfer our data, and then set up The Cedar Court Hotels Group are were utilising an old PMS system. We now use triggers for different customer types. The ability enjoying then please contact us on Multiproperty PMS which gives us the ability to to be able to communicate with our customer 0844 800 84 24 or visit us online to target our customers in a smarter way. Originally base intelligently, offering them pre and receive a demo of our products and our customers had no way of telling us what post-sale offers is a great tool and will capture services. Please quote AA InTouch they did and didn’t want to hear about, with additional revenue and repeat business. Feb in your communication.

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