Hoteliermagazine.Com STAYING AGILE IS CRITICAL

THE MAGAZINE FOR HOTEL EXECUTIVES/JULY~AUGUST 2015 $20

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hoteliermagazine.com STAYING AGILE IS CRITICAL. FORTUNATELY, OPENING MORE THAN , NEW* HOTELS HAS KEPT US IN SHAPE.

In the past six years, Hilton Worldwide has opened more than , new hotels around the world, bringing us to more than , hotels in countries today.* In Canada, we have hotels open from coast to coast with a growing pipeline of over signed projects. Impressive growth, made possible by our ability to adapt to the w o r l d ’ s i n c r e a s i n g l y c o m p l e x b u s i n e s s e n v i r o n m e n t s . A s a r e s u l t , w e ’ v e d e v e l o p e d a w e a l t h o f e x p e r i e n c e c r e a t i n g and operating the most award winning portfolio of hotels in the industry. Not a bad workout for a year old.

For development opportunities in Canada, please contact Tom Lorenzo, Vice President and Managing Director of Development + , [email protected], andJeff Cury, Senior Director of Development + , [email protected]. STAY AHEAD hiltonworldwide.com

*From January to January Hilton Worldwide Volume 27, Number 5 | July/August 2015 Contents

Features

8 CHART TOPPERS Strategic acquisitions propel Canada’s market leaders to achieve strong top-line growth By Jackie Sloat-Spencer Scan to view 11 GROWING THE BRAND our website With the installation of a new president helming Marriott Hotels of Canada, and the acquisition of Delta Hotels and Resorts, the stage is set for aggressive growth By Rosanna Caira

13 THE 2015 TOP 50 REPORT LISTINGS

26 BATHROOM BLISS Timeless appeal and lavish showers make for happy hotel guests By Iris Benaroia

31 THE LONG HAUL Extended-stay lures developers with its higher occupancy and draws customers to the comforts of home By Denise Deveau Departments

35 SAFETY IN NUMBERS 2 EDITOR’S PAGE The top-down approach to guest security 3 CHECKING IN By Jennifer Febbraro 44 HOTELIER: Philip Meyer, Rosewood Hotel Georgia, 39 STATE YOUR PREFERENCE Vancouver Hotel operators are leveraging technology to offer customized experiences By Laura Pratt COVER DESIGN BY MARGARET MOORE COVER DESIGN BY MARGARET MOORE

hoteliermagazine.com JULY/AUGUST 2015 HOTELIER 1 EDITOR’S PAGE

TIME TO GROW t’s summer, and the living is easy. Or is it? With summer in full swing, there’s Iplenty of activity to keep the hotel industry abuzz. In Toronto, the Pan Am MITCH KOSTUCH FOUNDER Games (July 10 to 26) and Parapan Am Feb. 11, 1931 – Oct. 23, 2014 Games (August 7 to 15) promise to bring ROSANNA CAIRA | EDITOR & PUBLISHER an influx of tourists into Canada’s major [email protected]

hub, and will test the city’s mettle, and the MARGARET MOORE | ART DIRECTOR hotel industry’s ability to ensure the safety [email protected]

and security of its guests (see story on p. 35). BRIANNE BINELLI | MANAGING EDITOR HELEN CATELLIER | ASSOCIATE EDITOR Throughout the country, activity abounds. JACKIE SLOAT-SPENCER | ASSOCIATE EDITOR [email protected] The installation of David Goldstein as president of the Vancouver-based Canadian DEREK RAE | MULTIMEDIA MANAGER [email protected] Tourism Commission last winter, followed by the announcement of its MEGAN O’BRIEN | DIGITAL CONTENT MANAGER [email protected] rebranding as Destination Canada at the annual Rendez-vous Canada COURTNEY JENKINS | GRAPHIC DESIGNER marketplace, held in Niagara Falls, Ont. certainly promises to usher in a [email protected]

new era for the association. And, of course, the federal government’s plan CHERYLL SAN JUAN | ACCOUNT MANAGER [email protected] to invest $30 million over three years to the Connecting America tourism MARIA FAMA VIECILI | ACCOUNT MANAGER [email protected] campaign, means there will be funds available to Destination Canada and STEVE HARTSIAS | ACCOUNT MANAGER its partners to finally start promoting this country as it should. As Goldstein [email protected] WENDY GILCHRIST | SENIOR ACCOUNT MANAGER said, “We will be looking to use innovative approaches to entice increasing [email protected] DANNA SMITH | SALES & MARKETING numbers of Americans to travel to Canada.” Certainly, it’s just what the COORDINATOR doctor ordered for this great, vast country. [email protected]

Additionally, there are a host of other changes being made that should JIM KOSTUCH | DIRECTOR help solidify Canada’s global tourism position. For example, the Canadian [email protected] CIRCULATION | PUBLICATION PARTNERS government recently announced changes to the country’s visa policies, [email protected] including the rollout of the Electronic Travel Authorization project in 1 (877) 326-6759

2016, following which the visa requirement will be partially lifted for DANIELA PRICOIU | ACCOUNTING MANAGER [email protected] Mexican, Brazilian, Romanian and Bulgarian travellers. Later this summer, a new visa office will also be opened in Guangzhou, China. ADVISORY BOARD: The greater influx of tourists bodes well for Canada’s dynamic hotel David McMillan, AXIS HOSPITALITY INTERNATIONAL; industry. And, not surprisingly, there’s plenty of news on the hotel devel- Bill Stone, CBRE; Anthony Cohen, CRESCENT HOTELS — GLOBAL EDGE INVESTMENTS; Charles Suddaby, opment side as well. Mergers and acquisitions continue to alter the hotel CUSHMAN & WAKEFIELD LTD. — HOSPITALITY & GAMING GROUP; Christiane Germain, GROUPE landscape in Canada. For example, Marriott International’s acquisition GERMAIN HOSPITALITE; Ryan Murray, HARBOUR of Delta Hotels and Resorts should stimulate synergies between the two HOUSE HOTEL — NIAGARA’S FINEST INNS; Michael Haywood, THE HAYWOOD GROUP; Lyle Hall, HLT brands, fuelling continued growth in Canada while also creating opportu- ADVISORY; Drew Coles, INNVEST REIT; Scott Allison, nities for expansion of the Canadian brand into new, international markets MARRIOTT HOTELS CANADA; David Larone, PKF CONSULTING; Geoffrey Allan, PROJECT CAPITAL (see story on p. 11). Certainly, these days, it’s all about growth. MANAGEMENT HOTELS; Stephen Renard, RENARD INTER- NATIONAL HOSPITALITY & SEARCH CONSULTANTS; And what better time to talk about growth than in this current issue, Anne Larcade, SEQUEL HOTELS & RESORTS which features our signature “Top 50 Report” (see story on p. 8). As always, HOTELIER is published eight times a year by Kostuch Media the report is a barometer of success in the industry. As the industry’s best Ltd., 23 Lesmill Rd., Suite 101, Toronto, Ont., M3B 3P6, jockey for position, one-upping each other with strategic mergers and (416) 447-0888, Fax (416) 447-5333. All rights reserved. Subscription rates: Canada: $25 per year, single issue $4, U.S.A.: acquisitions, new brands, and a slew of product innovations, it’s clear that $30 per year; all other countries $40 per year. Canadian Publication Mail Product Sales Agreement #40063470. Member it’s all in a day’s work, no matter what the season. of Canadian Circulations Audit Board, the American Business Media and Magazines Canada. We acknowledge the financial support of the Government of Canada through the Canadian Periodical Fund for our publishing activities. ROSANNA CAIRA Printed in Canada on recycled stock. Editor and Publisher [email protected]

2 JULY/AUGUST 2015 HOTELIER hoteliermagazine.com CTHE LATESTh INDUSTRY NEWSe FORc HOTEL EXECUTIVESk FROMin CANADA g AND AROUNDI nTHE WORLD

INDIGENOUS TRAVEL EXPERIENCES The Rendez-vous Canada show, held in May at the Scotiabank Convention Centre THE COOL FACTOR in Niagara Falls, Ont. attracted 1,600 American tourists are the focus of the CTC’s sleek new tourism strategy and brand reinvention delegates and more than 450 buyers BY JACKIE SLOAT-SPENCER from 28 countries, who engaged in a speed-dating style of meeting face-to- face with Canadian tourism sellers. This he former Canadian Tourism Commission is hoping a chunk of change year, the show welcomed the Aboriginal from the federal government will stimulate a new wave of U.S. tourism. Tourism Association of Canada, which In May, after Prime Minister Stephen Harper pledged $30 million towards T brought 17 First Nations tourism organiza- attracting U.S. tourists to Canada, Minister of State Maxime Bernier (above right) tions to the showroom floor and gener- took to the stage at Rendez-vous Canada to announce the agency’s rebranding. ated more global awareness about “Destination Canada is more than just a name change. The new corporate identity changes the way we are telling Canada’s story — and speaks more to Canada’s Aboriginal tourism industry. our vision and more to exploring. It’s a new kind of organization, with deep roots with a tremendous legacy of innovative marketing and creative partnerships,” says CTC president and CEO David Goldstein (above left), clarifying that the ACHIEVEMENT CTC will remain the legal name for the commission. UNLOCKED According to Destination Canada’s year-end report, Canada’s tourism revenues “Six years ago, in June of 2009, the HAC grew by 4.7 per cent in 2014, reaching $88 billion. Overnight trips to Canada (Hotel Association of Canada), together from the U.S. reached 11,479 visits last year, which grew by one-per-cent over the with several industry stakeholders, met previous year. The funds will go towards the new Connecting America campaign, with Prime Minister Harper seeking his which aims to attract an additional 680,000 visitors during the next three years. government’s support for our industry. Heralded as a new chapter for the tourism industry, the agency is evolving At the time our country was in depths from a paid media marketing organization to a content marketer. “This is all of a recession and the future looked about becoming a media organization in a way that fundamentally changes how bleak. But we stuck together and perse- we tell Canada’s story,” Goldstein explains. “Content is being consumed. Brands vered,” says Tony Pollard, president of are integrating content in new ways. We will be the centre of the content we the Ottawa-based association, after the want people to absorb, to take advantage of and to listen to.” In addition to aggressively revamping its partnership model, Destination announcement of the federal govern- Canada will test a strategy called Follow The Global Consumer, which hones in ment’s investment towards the CTC’s on the American consumer’s interest level in visiting Canada by using listening, new initiative. “The fact is the govern- data and modelling tools to gauge interest and then deliver customized Canadi- ment recognizes the importance of travel an content that reflects the consumer’s interest level, needs and influences. and tourism and this is reflected in the The fundamentals are strong for the initiative and rebranding efforts, which federal budget and the announcement will take shape in November, sums up Goldstein. “Americans are beginning of $30 million dollars for marketing of to travel again post-recession, American passport ownership has doubled since Canada in the United States. This is a 2002 and we are enjoying increased air access. Our message is clear — Canada is major achievement and all hoteliers can not cold, it’s cool!” take pride in this.” hoteliermagazine.com JULY/AUGUST 2015 HOTELIER 3 COMING ORHMA GETS DOWN TO EVENTS BUSINESS

July 25-29: Global Business Travel Association 2015, Orange County Convention Center, Orlando, Fla. Tel: 888- A drop in U.S. tourists, stiff 574-6447; email: [email protected]; global competition, the higher website: gbta.org cost of food and utilities and a minimum wage increase have Sept. 9-10: Canadian Resort Conference, Pan Pacific, Vancouver. Website: hammered hospitality operators canadianresortconference.com over the last several years, said Tony Elenis (pictured), presi- Sept. 27-29: Luxury Hotel Conference dent and CEO of the Ontario and Hospitality Spa Wellness Expo, Orlando Convention Center, Orlando, Fla. Restaurant Hotel & Motel Website: luxuryhotelconference.com Association (ORHMA), at the group’s AGM last month. Sept. 30: Kostuch Media’s Icons & Explaining how operators can Innovators Breakfast Series with chef turn around their businesses, Susur Lee, Toronto Region Board of Trade. Email: dpricoiu@kostuchmedia. Elenis said, “Today, leader- com; website: kostuchmedia.com ship calls for being adoptive to change and more than ever, the area of opportunity lies in hiring the best Oct. 18-19: Connect 2015, Vancouver people out there to do the job — the ones that are stronger and more compe- Convention Centre West, Vancouver. Tel: 604-628-5655; email: nora@connectshow. tent than the employer who is hiring them.” During the meeting at the Four com; website: connectshow.com Points by Sheraton Meadowvale in Mississauga, Ont., the ORHMA also welcomed new Board members, including incoming chair Steven Robinson, president of Travelodge Canada based in Calgary; director to the executive committee Stacy King, GM of the Hampton Inn by Hilton in London, Ont.; FOR MORE EVENTS, and director to the executive committee Dan Morrow, senior director, Food & visit http://bit.ly/Hotelierevents Beverage, Maple Leaf Sports & Entertainment in Toronto.

A BETTER PROPERTY. FOOD FOR THOUGHT AN EVEN BETTER OPPORTUNITY. Excess food is no longer relegated to the compost. Ottawa-based Green W A K E U P R E F R E S H E D Key Global and Longueuil, Que.- W I T H S L E E P I N N® based La Tablée des Chefs have Savvy developers see a bright future partnered to promote sustainable in a low-cost design that’s high on style giving you the performance development in the hotel indus- edge you need in today’s market. try. Hotel operators are encour- Incentives available for single and aged to help people in need enjoy multi-unit development. quality food by donating ready-to-eat Call 905.206.7316 or go to surpluses. La Tablée des Chefs will ChoiceHotelsFranchise.ca to learn more pair hotels with a local food shelter and operate the food-recovery logis- tics. The process is a simple, safe and effective tool with positive impacts on the environment and the community. And hotels that support the reduction of food waste will be recog- nized in the Green Key Eco-Rating Program — a graduated rating system designed to recognize green hotels, motels and resorts committed to improving their environmental and fiscal performance. ©2014 Choice Hotels Canada Inc. All rights reserved. ChoiceHotelsFranchise.ca

4 JULY/AUGUST 2015 HOTELIER hoteliermagazine.com Smart from the inside out.

When you have hundreds of rooms to think about, you need a faucet you don’t have to think about. Built to last, designed to stand out, and backed by a customer-ﬁ rst culture. Learn more at symmons.com.

CLIENT: Symmons LIVE: n/a July/August Issue TITLE: Hotelier TRIM: 8.125” x 10.875” Light Bulb JOB #: SYM-15-005 BLEED: 8.375” x 11.125” DATE: 6-24-15 COLORS: CMYK AD: CD: AE: SOARING TO NEW HEIGHTS

Toronto-based Four Seasons Hotels & Resorts has raised the bar of luxury travel. CALLING The company’s new private jet is staffed by IT QUITS a group of 10, including an executive chef, sous chef, concierge and a Visitors to the Whistler Blackcomb global guest-services ski resort can now breathe a little manager. “Our aim is easier. The resort has implemented to recreate the hotel a new policy that prohibits smoking experience on the Four anywhere on its property. “We have Seasons Private Jet, made the decision to introduce a which means creat- smoke-free policy at Whistler Black- ing innovative meals comb to preserve the pristine alpine using fresh ingredients, environment,” said Dave Brownlie, served on the finest tableware and linens, all with impeccable Four Seasons’ president and CEO at Whistler Black- service,” said chef Kerry Sear. “The only real difference is that occasionally we comb. “We also recognize that as a have to do a little juggling when there’s turbulence.” Each journey includes air leader in the outdoor adventure and travel, ground transportation, planned excursions, all meals and beverages, wellness industry and as the largest and luxurious accommodations at Four Seasons hotels and resorts worldwide. employer in the Whistler community, The plane is also available for private charters. we have a responsibility to our guests and staff to provide a safe and healthy environment for work and play. We believe implementing this new policy aligns with this goal.” While the policy prohibits guests from smoking Compact systems on Whistler Blackcomb property, staff are permitted to smoke in designated that deliver big results. areas until May 2016 as they adjust to the new rules. During the transi- tion period, management will provide resources to help staff quit smoking. PHOTOGRAPHY OF FOUR SEASONS JET BY KIRSTEN HOLST InBrief

Miele‘s assortment of professional laundry equipment provide the Choice Hotels, based in Rockville, best results, yet maximize consumption and space efficiency. Md., has opened its first proto- type dual-brand property. The • Washer-extractors and tumble dryers, 6.5 kg load capacity and up recently constructed Sleep Inn/ • Complete wash and dry cycle time of only 85 minutes Mainstay Suites Meridian in Missis- • Side-by-side or stacked to use less than 4.5 sf • New PM 1210 flatwork ironer offering high volume throughput in a compact footprint sippi addresses multiple travel market • Exclusive product features for exceptional ergonomics, simple control and a perfect finish demands, from business to leisure to extended-stay…Toronto-based Info: 1-888-325-3957 Colliers International Hotels has www.mieleprofessional.ca

6 JULY/AUGUST 2015 HOTELIER hoteliermagazine.com

Hotelier_4.625x4.625_v1.3.indd 1 18/06/2015 11:48:37 AM announced the sale of the includes TV and radio go, San Diego, the Carib- preparation for its 50th 288-room Westin Bristol spots, digital media assets bean and Singapore. anniversary next year… Place Toronto Airport and on-property collateral Bedding and bath products to Markham-Ont.-based at more than 7,500 hotels from Quebec City-based Easton’s Group of Hotels/ worldwide. Le Germain Hotels and The Gupta Group…T he Supply Alt Hotels are now avail- 128-room Four Points able at simons.ca, a Quebec Moncton, in New Bruns- Side City-based retailer… wick has opened following People The Hospitality Sales & a $4-million renovation… Marketing Association The Microtel Inn & International and the Suites by Wyndham in Jennifer Etherington has Institute for Hospitality Whitecourt, Alta. is the been appointed partner & Tourism Education & newest MasterBuilt Hotels and head of Vancouver- Research at Florida Inter- property to join Ecostay, a based Anticipate Hospital- national University have program used to purchase ity’s revenue management introduced RO2Win, an carbon offsets in support consulting practice. She online revenue optimiza- of emission-reducing is also VP of Membership tion course that trains projects…A new Motel 6 for the McLean, Va.-based hospitality professionals to has opened in Lethbridge, Hospitality Sales & increase hotel revenue at Alta. The 56-room proper- Marketing Association their properties…Missis- ty is newly renovated and Alain Berthelot International, BC Chapter sauga, Ont.-based Rational features free Wi-Fi, free Board of Directors…The Canada recently celebrated parking and an outdoor Alain Berthelot is the Global Group, a furni- the opening of its newly po ol…T he Sheraton Red new executive chef at ture manufacturer based redesigned culinary centre, Deer Hotel in Alberta is Gîte du Mont-Albert, a in Toronto, has launched which can accommodate the recipient of the 2015 newly renovated 60-room a new brand identity in more than 30 people. Action Hero Award from hotel inside the Gaspésie Alberta’s Parkland Airshed National Park in Sainte- Management Zone, for its Anne-des-Monts, Que. efforts to improve air quali- Berthelot has worked in t y…T he Sheraton Vancou- several restaurants and ver Wall Centre has hotels during his career, commenced a $37-million most recently as executive renovation to its guestrooms and common areas. It is slated for comple- tion next March…Two new Westin hotels have been signed in Alberta. The 250-room Westin Calgary Airport will be located directly on airport THE IRWIN INN property and will feature Martin Sinclair The Irwin Inn is a year round luxury resort with 800’ of 30,000 sq. ft. of meeting lakefront, beautifully appointed suites, traditional cottages space, a restaurant and chef at Manoir St-Castin, and fine dining. An icon of the Kawarthas Lakes region on prestigious Stoney Lake, just two hours from Toronto. a lounge. The 225-room in Lac-Beauport, Que… Westin Edmonton Martin Sinclair has been The 124 acre property includes 38 suites, the owner’s Gateway will be located appointed GM at the Four custom log home, nine-hole pitch-and-putt golf course, outdoor pool, tennis court, two beach areas and eques- near the Anthony Henday Seasons Hotel Vancou- trian facility. Expressway, offering easy ver. During his 30-year access to downtown and tenure with Four Seasons Significant zoned development land allows for massive vicinity…Parsippany, N.J.- , Sinclair expansion of the resort. Hotels & Resorts based Wyndham Hotel has crossed the Pacific Offered at $4.25 million. Group has launched a numerous times working

new US$100-million at properties in Australia, Michael Cowan, Sales Representative (416) 925-9191 loyalty program, which New Zealand, Bali, Chica- Chestnut Park Real Estate Ltd., Brokerage hoteliermagazine.com JULY/AUGUST 2015 HOTELIER 7

Irwin_Inn HS.indd 1 2015-06-26 9:43 AM THE 2015

CHART-TOPPERS Strategic acquisitions propel Canada’s market leaders to achieve strong top-line growth BY JACKIE SLOAT-SPENCER

oteliers padded their strong year-over-year increases lead the and the corporate markets in Toronto portfolios last year as pack by building strong partnerships. and Ottawa. “Before, we had hotels they gobbled up the “For us, it was a very strong, busy in Alberta and B.C. and on the East competition through year,” boasts Felix Seiler, COO of Coast, but acquiring Royal Host gave a slew of acquisitions. Halifax-based Holloway Lodging us a much more national portfolio, HMarriott’s purchase of Delta Hotels Corp., which acquired fellow Halifax especially in these times where oil and and Resorts perfectly illustrates the company Royal Host Inc. in July, gas have taken their toll. We are in a combine-and-conquer mentality that’s adding 17 units and 2,382 rooms to its much better position today to weather been shaping the hotel landscape portfolio. (The deal also included the that storm,” adds Seiler. during the past year — a timely strat- master franchise rights to Canada for Holloway Lodging wrapped up the egy, given the proliferation of new Travelodge, which it sold earlier this year with $97.8 million in sales, a brands emerging from the indus- year to Superior Lodging Corporation 60-per-cent increase over the previ- try’s biggest players. Canada’s top 50 and Waramaug Hospitality Canada.) ous year and bumping up Holloway’s hotel companies marked the end of The $16.4-million transaction expand- rank from number 31 to number 25 2014 with $18.7 billion in sales, up ed Holloway’s portfolio of select- and on Hotelier’s “Top 50 Report.” “We from $17.9 billion in 2013, collective- limited-service properties throughout have a philosophy that we can’t gener- ly demonstrating a renewed focus on Canada and made headway into the ate demand, necessarily, but we can business strategy. Those who posted mining markets of northern Ontario take care of the things that we can

8 JULY/AUGUST 2015 HOTELIER hoteliermagazine.com actually control,” says Seiler. “The good thing about the merger was it gave us the scope to actually lead and manage our own hotels, while before we were owner-operators; more of a third-party management.” The team went to work upgrading or converting several assets, including transforming a Ramada in White- horse to a Days Inn. Its Super 8 in Timmins, Ont. received a contemporary design overhaul, including a rustic brick facade, new fitness centre and energy-friendly E-Star Windows, LED lighting and sensor technology thermostat controls. Meanwhile, the Holloway team expanded its regional sales teams to drum up more business for the portfolio of 35 properties in Canada, and selling several under-performing assets or shutting down operations that (Clockwise, from top) generated a negative cash flow, such as TownePlace Suites by its food, beverage and banquet opera- Marriott, London, Ont.; tions at the Travelodge properties in Days Inn Whitehorse; Super 8, Ottawa and Yellowknife. Timmins, Ont.; and Super 8, South of the border is a made-in- Timmins, Ont. Canada success story. John O’Neill says the Vancouver-based O’Neill Hotels & Resorts Ltd.’s impressive year-over- year increase is due to a partnership with American Hotel Income Proper- ties REIT LP (AHIP), a company he co-founded with his brother Robert. “The essence of our growth is our CHART-TOPPERS relationship with our largest client, AHIP, who continues to grow. And as they grow, we grow,” he says. O’Neill has an exclusive agreement to manage AHIP’s properties. O’Neill Hotels added 23 new hotel-management contracts last year and is spending $17 million to upgrade the U.S.-based assets. It was the 2007/’08 financial crisis that led the Vancouver-based team to look south for development opportunities, O’Neill explains. “By 2010 there was a lot of opportunity in the U.S., the Canadian dollar was strong and U.S. hotel values were down. That’s when we shifted our focus as a company to the Unites States.” With only four properties in Canada, including its flagship Westin Grand Vancouver and the Westin Resort & Spa in Whistler, B.C., the team will continue to expand south. “We would like to grow more

hoteliermagazine.com JULY/AUGUST 2015 HOTELIER 9 revamped the porte cochère. Taneja SPROUTING ORGANICALLY says the project cost between $30,000 and $70,000 per key. The hotel industry was frenetic with acquisi- While hoteliers enjoyed RevPAR tion activity in 2014, but several of Hotelier’s growth last year, they did struggle Top 50 companies proved organic growth to find adequate staff. “One of the translated to top-line results. Coral Springs, Fla.-based challenges we’re having is access to Canadas labour. We have a shrinking labour Best Value pool in our industry, and profit Inn, a sub- margins aren’t strong enough to sidiary of support higher costs of labour,” notes Vantage Taneja. Last summer’s Temporary Hospitality, Foreign Worker Program reforms reported a TownePlace Suites by Marriott, London, Ont. decreased the number of foreign 26-per-cent increase in sales over the previ- worker applications by 75 per cent, so ous year, with $28.6 million and 33 units in in Canada, but right now our main operators are looking elsewhere for Canada. “Canadas Best Value Inn continues pipeline is the U.S. We will be adding staff. The Palm team is zeroing in on to hit the ‘highs’ and the ‘lows’ that hotel owners are seeking. We have a low-cost business at least 14 hotels in the U.S. between students, partnering with Ontario’s model, making us one of the most afford- now and August 31,” O’Neill adds. University of Guelph and University able franchises in the limited-service sector, “AHIP will be acquiring and we will of Waterloo to bridge students from and we have a very high level of personal be managing.” co-op placements to full-time employ- service,” says Bill Hanley, group president, The company wrapped up the year ees. “We’re trying to counteract [the International Division. The company’s reve- with 67 properties and $206.9 million labour shortage] by creating a culture nue-management program helps maximize in sales, a 52.8-per-cent increase over within the organization; a culture of income by providing market, competitor and its 2013 sales and rising five spots on unity, a culture of fun. The ultimate property-specific information. the list. Revenue-management has goal is making people excited to come Meanwhile, the Toronto-based Skyline been key to its success. “You can’t to work,” Taneja says. Hotels & Resorts advanced to $71.1 million save your way to success; you have to As 2015 unfolds, the management in sales, up 25 per cent from $56.7 million in 2013, thanks to a focused effort on reinvigo- build the top line. You can only cut team is looking for opportunities in rating its branded resort properties through expenses so much and it will come under-branded markets. “We’re inter- renovations as well as expanding its resi- back to haunt you in terms of guest ested in select-service and we’re inter- dential and retail footprints. During the year, experience and employee satisfaction,” ested in extended-stay. The challenge it focused on enhancing its online planning O’Neill advises. with both is we don’t see a strong and booking platform and is implementing Anil Taneja credits 2014’s upward conversion with the bottom line. So an online booking platform for resort activi- RevPAR trajectory for Palm Holding’s we’ll do full-service on a very select ties to streamline the trip planning experi- 44-per-cent jump in sales, from $25 base. But select-service and extend- ence. It also made significant upgrades to its million in 2013 to $36 million last ed-stay is fantastic, and as Canadi- Horseshoe Resort in Barrie, Ont., guestroom year. The team also acquired six ans travel more they need to be more renovations at Deerhurst Resort in Huntsville, hotels, infusing capital to achieve educated on what extended-stay is. As Ont., and renovated the lobbies of Toronto’s Pantages and Omni King Edward hotels. double-digit RevPAR growth. we get more extended-stay hotels in Innovation rang true at Toronto-based “Apart from those six hotels, we the market we are creating demand,” Realstar Hospitality, which not only unveiled rebranded two hotels in 2014,” adds sums up Taneja. its first modular hotel, but continued its the president of the Toronto-based Being a diligent buyer means not aggressive development strategy with 12 company, whose rank increased by always purchasing properties at the new properties in Vernon, B.C., Leamington, one point on the report. “We rebrand- top of the cycle, and constantly evalu- Ont., Dalhousie, N.B., and its first conversion ed the Destination Inn in Waterloo ating your options, adds Holloway’s Motel 6 in Canada, in Regina. It ended the (Ont.) to the Four Points by Sheraton, Seiler. “Make sure you buy something year with $40.9 million in sales, a 24-per- and we rebranded the Travelodge in that doesn’t just fit into your portfolio cent jump over 2013. “It was an exciting year London (Ont.) to a Marriott Towne- but also makes good financial sense.” for us, thanks to the support of our growing Place Suites.” Palm Construction, the He adds: “One of the philosophy/ franchise community. With a record breaking number of hotels joining our portfolio in 2014, group’s building subsidiary, knocked strategies is, we look at a hotel that the pipeline of franchising opportunities in down the lobby walls to create an doesn’t perform as well from a cash- markets across the country continues to flour- open-concept space. The team also flow basis and we see if there is a buyer ish,” says Irwin Prince, president and COO of added all new furniture, fixtures and out there…. If we get a good price and Realstar Hospitality. “We’ll continue with rapid equipment, such as fully equipped we can buy something that is better expansion of the Days Inn, Motel 6 and Studio kitchens with stainless steel appli- for us or fits better into the portfolio, 6 hotel brands with 20 projected openings ances and granite countertops, and then we’ll continue to do so.” u in 2015.”

10 JULY/AUGUST 2015 HOTELIER hoteliermagazine.com

NEWSMAKER

hen Marriott Inter- NEW AND REFINED Delta Quebec (directly GROWING national announced above); Delta Ottawa City Centre (top and far left); it was acquiring the Delta Bessborough (centre); and Delta Kingston Waterfront Hotel (middle bottom) THE BRAND Toronto-based Delta With the installation Hotels and Resorts of a new president chain this past January it marked the end helming Marriott Hotels W of an era. Over the years, the Canadian In the months since the headline- of Canada, and brand that Bill Pattison started in 1962 making acquisition, Marriott Hotels the acquisition of had become a Canadian hotel institution, has gone through a number of signifi- Delta Hotels and Resorts, garnering success in the full-service hotel cant changes. Last month, for example, the stage is set for market all the while attracting accolades Michael Beckley, SVP of Lodging Devel- aggressive growth for its people and its practices. opment, who was instrumental in much BY ROSANNA CAIRA Now, with Marriott International of the company’s growth in Canada for owning the brand, the little Canadian 14 years, retired. Marriott veteran Don chain becomes part of an American hotel Cleary was installed as the company’s dynasty and is poised for growth, not new president of its Canadian opera- only in Canada but around the world. tions, assuming the role earlier this spring. hoteliermagazine.com JULY/AUGUST 2015 HOTELIER 11 As for speculation the Delta flagship property downtown might be reflagged as a Marriott, Cleary dispels that notion. “It’s a brand builder; we like it as a Delta. We do not have any plans to rebrand any existing Delta hotels. They will remain Delta,” he asserts. “We plan to grow the brand. We bought [the brand] for a couple of reasons: to give us presence in the full-service sector in Canada, in markets where we were not already. Delta Quebec (above); Don Cleary (above right) But we also bought it for its growth potential. We do intend to make The affable Cleary, who has been Delta units. “We anticipate opening Delta a global brand, similar to what with Marriott International for 25 approximately 18 units this year, five we’ve done with many of the brands years both in the U.S. and in Asia, of which are already open, another we’ve acquired over the years.” including a minor stint as area VP 18 next year — those are signed deals Last month, Marriott Interna- in Canada in 2009/’10, says he’s that are in the pipeline,” says Cleary. tional introduced Delta to the U.S. having fun overseeing the company’s All told, around the world, Marriott hotel community at the New York Canadian portfolio, while looking has 4,200 hotels in 80 countries, with Hotel Investment Conference. “That forward to several wholesale changes. 19 different brands in its portfolio. generated much interest,” explains While undoubtedly the entire In terms of Canada, “We want Cleary. “The owner and development Marriott team will miss Beckley, to be the preferred company to do community has expressed great inter- Cleary is confident in the team’s abili- business by the owner community in est to grow with the Delta brand in ties. “We have a very good develop- Canada,” boasts Cleary. To achieve Europe and Asia. Nothing definitive ment team in place up there; they’re this, it’s important to have solid finan- is signed yet but I can tell you there is certainly very active,” he said during cial performance, growing RevPAR interest,” he adds. a telephone interview with Hotelier index, customer preference and owner Cleary is buoyed by the dynamics from Marriott’s headquarters in return. “We have the distribution of the hotel industry. “It’s a healthy Bethesda, Md., in June. now and the systems that Marriott time for the hotel industry for favour- One of Cleary’s first priorities is to brings to our hotels and to the Delta able supply and demand and that bring Delta Hotels into the Marriott hotels. We want to be preferred with seems to be true in Canada. Much of system. “It was with the Delta acqui- our owners with communication and the growth in Canada today is in the sition that the company decided to responsiveness, and now having a fully select-service area, where we have a put a full team in Canada. We’re now dedicated team in Canada enables very strong portfolio of brands. That fully staffed with two area teams: that,” says Cleary. “We also want to will take us into many secondary and one based in Mississauga (Ont.) and be a preferred employer. To be success- tertiary towns. There’s still room to another one in Calgary.” The compa- ful we need to get the best talent. We grow our full-service brands, especial- ny will have a fully dedicated leader- think Delta had a lot of great talent ly Delta,” says the new president. “We ship team based in Canada focused as we did. There’s a real compatibil- would describe Delta as a flexible full- solely on Canada, the president says. ity in the culture. The combination service brand, a better brand to get Boasting 24 employees including of the two of us with histories of into secondary cities in Canada that leaders and support staff, the teams winning awards as preferred employ- might have proven more difficult to will also leverage the support systems ers in Canada gives us a real advan- do with our flagship Marriott brands, at the Marriott headquarters. tage,” he explains. which would have had less flexibility.” Cleary will be based in Mississau- Cleary will also be focused on As for the future, Cleary looks ga, Ont., spending the majority of his making the hotel chain a “Canada- forward to growing the Canadian time there. His mandate is “to have centric company doing business market. “It’s a small hotel commu- Marriott become Canada’s favou- in Canada. Up till now, given our nity; everyone knows everyone. The rite travel company, and that means dominance in the U.S., with certain challenge for me is to build upon the becoming preferred in many ways,” success we have run Canada as an relationships we already have, relying he says. One goal is to be the largest adjunct of the U.S.; now, given our on our reputation and our integrity hotel company, and “we’re substantial- size and the acquisition of Delta, to do business. Once you establish ly there now,” says Cleary. With the Canadian employees will be running those relationships, it’s a rewarding Delta acquisition, Marriott’s portfo- the Marrriott business in Canada,” community to do business in. That’s lio comprises 125 hotels, including 37 he says. the opportunity.” u

12 JULY/AUGUST 2015 HOTELIER hoteliermagazine.com THE 2015

METHODOLOGY The team at Hotelier magazine strives to present as accurate an to both companies’ ownership structure, we will only be reporting the overview as possible of Canada’s hotel industry. This spring, surveys Canadian unit sales of these two hotel giants on next year’s edition of were emailed to operators across the country, asking hotel executives “The Top 50 Report.” Keep in mind that there is some duplication to indicate the number of units and gross sales of their companies on the list given the complex structure of the hotel landscape. as of Dec. 31, 2014 as well as expansion plans for the coming year. In cases where companies refused to divulge sales figures, Hotelier Keep in mind that Canadian-owned companies report sales for all has provided estimates based on the company’s historical data, their units in Canada and internationally (denoted on the chart industry growth averages as well as average unit volume sales. This with a ‡) while American subsidiaries only report sales achieved ensures consistency in our report and provides as accurate a repre- in their Canadian units. Please note that Four Seasons Hotels and sentation as possible of the major players in the industry. More than Resorts, and Fairmont Raffles Hotels International (FRHI) continue 20 years after Hotelier produced its first “Top 50 Report,” it continues to be listed as Canadian companies because they are headquartered to be the most authoritative barometer of the leading companies in in Canada. However, given that there have been significant changes the hotel industry.

RANK COMPANY UNITS GROSS GROSS BUSINESS OPERATIONS ’15 ’14 2014 SALES SALES 2014 (millions) 2013 (millions)

1 1 Four Seasons Hotels 95 ‡*$4,400.0 ‡*$4,300.0 A privately owned company, Four Seasons Hotels and Resorts manages three Canadian and Resorts units and 92 internationally. During the past year Four Seasons opened new properties in Orlando, Toronto, ON Moscow, Dubai and Johannesburg. Five new properties are slated to open this year including units in Bahrain, Bogota, Casablanca and Seoul.

2 2 FRHI Hotels & Resorts 114 ‡*$4,100.0 ‡*$3,994.6 A privately owned company, FRHI Hotels & Resorts manages 20 units in Canada and 94 Toronto, ON internationally. It is the master franchisor of Fairmont Hotels & Resorts, Raffles Hotels & Resorts and Swissôtel Hotels & Resorts. During the past year, FRHI has opened units in Turkey, China, Indonesia and Russia. The company is projecting 50 per cent growth during the next five years, most of it internationally, executing on a planned development pipeline and signing new hotel management agreements globally.

3 3 Starwood Hotels & Resorts 68 $912.2 $884.0 A publicly traded company, Starwood Hotels & Resorts Worldwide Inc. owns, franchises Worldwide Inc. and manages 68 hotels in Canada and 1,156 units internationally. Starwood Hotels & Stamford, CT Resorts Worldwide Inc. is the master franchisor of brands such as Sheraton, Westin, Four Points by Sheraton, Le Méridien, Aloft, Element and Luxury Collection. In 2015, Starwood plans to open Four Points by Sheraton in Regina, Surrey, B.C. and Moncton.

4 5 Wyndham Hotel Group 505 $849.9 $791.9 A publicly traded company with 505 properties in Canada and 7,140 outside of Canada with Parsippany, NJ brands such as Wyndham Hotels and Resorts, Wyndham Garden Hotels, Tryp by Wyndham, Wingate by Wyndham, Microtel Inn & Suites by Wyndham, Ramada, Baymont Inn & Suites, Days Inn, Super 8, Howard Johnson, Travelodge and Knights Inn. The Wyndham Hotel Group has a master franchisee/franchisor relationship with Days Inn and Travelodge.

*Denotes estimate ‡ Canadian-owned company whose operations outside Canada are reflected in gross sales and units hoteliermagazine.com JULY/AUGUST 2015 HOTELIER 13 RANK COMPANY UNITS GROSS GROSS BUSINESS OPERATIONS ’15 ’14 2014 SALES SALES 2014 (millions) 2013 (millions)

5 4 Marriott Hotels of Canada 85 $784.7 $746.6 A subsidiary of Marriott International, Marriott Hotels of Canada is the franchisor and Mississauga, ON management company of 85 hotels in Canada and 4,099 internationally. Marriott Hotels of Canada opened six properties in Canada in 2014 and plans to open 18 more in 2015. In April, its parent company acquired the Delta Hotels and Resorts’ brand, and the management and franchise business from Delta Hotels Limited Partnership, a subsidiary of British Columbia Investment Management Corporation (bcIMC).

6 6 InterContinental Hotels 173 *$776.0 *$736.0 InterContinental Hotels Group is a publicly traded company that owns, franchises and Group (IHG) manages 173 units in Canada and 4,667 internationally. It is the master franchisor of Atlanta, GA InterContinental Hotels & Resorts, Crowne Plaza Hotels & Resorts, Holiday Inn Hotels, Holiday Inn Express, Staybridge Suites and Candlewood Suites. Early this year, IHG acquired Kimpton Hotels & Restaurants Group LLC. IHG and Maplewood Hotels & Resorts announced plans to develop 15 new-build Candlewood Suites properties in target markets throughout Canada during the next few years.

7 10 Hilton Canada Co. 107 *$620.6 $543.0 Hilton Canada Co. is a subsidiary of Hilton Worldwide, a publicly traded company owned by Mississauga, ON Blackstone Group LP. It is the franchisor of 107 hotels in Canada and 4,234 internationally, with brands such as DoubleTree by Hilton, Embassy Suites by Hilton, Hampton/Hampton Inn & Suites by Hilton, Hilton Garden Inn, Homewood Suites by Hilton and Home2 Suites by Hilton. During the past year Hilton introduced a new lifestyle brand, Canopy by Hilton. It also has 11 properties under construction.

8 8 Best Western International 197 *$574.0 *$566.0 Best Western International is a private company that licenses 197 properties in Canada and Phoenix, AZ 3,734 outside of Canada. During the past year it introduced a new urban, boutique brand, Vib and announced its first projects in Chicago and Miami. It also launched a new soft brand, BW Premier Collection, consisting of carefully selected high-quality hotels in primary markets. It plans to add 25 units in Canada in 2015.

9 7 InnVest REIT 110 $534.8 $594.4 InnVest REIT is a publicly traded real estate investment trust (REIT) with 110 properties in Mississauga, ON Canada. In 2014, it acquired the Hyatt Regency Vancouver and earlier this year, the company acquired a 20-per-cent interest in the Fairmont Royal York, Toronto. It also completed renovations to 58 Comfort Inns and select full-service hotels.

10 11 Choice Hotels Canada Inc. 309 $526.0 $509.0 Choice Hotels Canada Inc. is a private company that is the master franchisor of the Comfort, Mississauga, ON Comfort Suites, Quality, Sleep Inn, Clarion, Econo Lodge, Rodeway Inn and the Ascend Hotel Collection, with 309 units in Canada. During the past year it continued an ongoing $65- million renovation program at 85 Comfort properties and added units including Clarion in Medicine Hat, Alta.; Comfort Inn & Suites in Gananoque, Ont.; Quality properties in Hawkesbury, Niagara Falls and Hamilton, Ont.; and an Ascend Hotel in Gatineau, Que. In 2015, the company plans to add 24 properties in Canada.

11 9 Delta Hotels and Resorts 37 $476.2 $545.0 A privately held company with 37 properties in Canada. In April, Marriott International Mississauga, ON acquired Delta Hotels and Resorts’ brand, and the management and franchise business from Delta Hotels Limited Partnership, a subsidiary of British Columbia Investment Management Corporation (bcIMC). During the past year, Delta opened its flagship property, Delta Toronto hotel in downtown Toronto as well as the Delta Waterloo in Ontario. Marriott plans to expand its portfolio with the addition of 18 units in 2015 between the two brands.

12 12 Atlific Hotels 59 $461.0 $424.0 A privately owned hotel-management company, Atlific Hotels has 59 units in Canada. During Montreal, QC the past year Atlific added several properties to its portfolio including the Radisson Plaza Hotel Saskatchewan in Regina, Days Inn & Suites Thunder Bay, Ont., Days Inn Thunder Bay North in Ontario, Hilton Garden Inn Toronto Airport West/Mississauga in Ontario and TownePlace Suites by Marriott Red Deer in Alberta. In 2015, new additions to its portfolio include the Hilton Garden Inn Montreal Airport and Element Vancouver Metrotown in British Columbia. (Y/E Fiscal November)

13 13 Oxford Properties Group 7 $427.3 $375.0 A privately held company, and a subsidiary of the Ontario Municipal Employees Retirement Toronto, ON System (OMERS), Oxford Properties Group is an owner, developer, management company, lessor and real-estate company with seven properties in Canada. During the past year, it acquired the Park Hyatt Toronto and its properties are undergoing renovations and operational enhancements.

*Denotes estimate

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VISIT US AT GLOBALTOTALOFFICE.COM TEL: 1.877.446.2251 EMAIL: [email protected] RANK COMPANY UNITS GROSS GROSS BUSINESS OPERATIONS ’15 ’14 2014 SALES SALES 2014 (millions) 2013 (millions) 14 14 Superior Lodging Corp./ 162 $260.0 $250.0 Superior Lodging Corp./MasterBuilt Hotels is a privately held company that operates as an MasterBuilt Hotels owner, developer, management company, franchise company and real-estate developer with Calgary, AB 162 units in Canada. In 2015, it acquired the master license rights to Travelodge Canada and Thriftlodge, and partnered with Boca Raton, Fla.-based Waramaug Hospitality Canada LLC to form a new joint entity, Superior Lodging Development TL Corporation to oversee the growth of the Travelodge brand in Canada. There are 21 Super 8 and Microtel-branded hotels in the pipeline.

15 16 Sandman Hotel Group 46 *$207.6 *$198.6 A division of Northland Properties, which operates Sutton Place hotels as well as a collec- (Northland Properties) tion of restaurant brands. Sandman Hotel Group has 44 units in Canada and two in the U.K. Vancouver, BC In 2015, Northland Properties plans to open two units, as well as expand into the U.S. with a Sandman Hotel in Dallas.

16 21 O’Neill Hotels & Resorts Ltd. 67 ‡$206.9 ‡$135.4 A private, Canadian-owned company that manages four properties in Canada and 63 units Vancouver, BC internationally. During the past year, the company added 23 hotel-management contracts in the U.S. as part of an exclusive agreement with American Hotel Income Properties REIT. In 2015, the company plans to add 20 properties to its portfolio outside of Canada. (Y/E Fiscal November)

17 15 Coast Hotels 29 $201.5 $212.9 A private company that owns, franchises and manages 29 properties in Canada and 11 Vancouver, BC internationally. Coast Hotels is the master franchisor of Coast Hotels properties. During the past year, it added three properties to its stable including the Coast Canmore Hotel & Conference Centre in Alberta (formerly a Radisson), two units in the U.S., and renovated several of its properties. In 2015, Coast Hotels plans to add two units in Canada and two internationally. (Y/E Fiscal September)

18 19 SilverBirch Hotels & Resorts 15 $196.2 $162.0 A private company that owns, develops and manages 15 properties in Canada with brands Vancouver, BC such as Marriott, Best Western, Hilton, Choice Hotels, Radisson and the Lethbridge Lodge and Conference Centre in Alberta. The company opened four units in 2014 and added new SilverBirch Conference Centres in Edmonton and Halifax.

19 - Temple Hotels Inc. 32 $188.4 - Temple Hotels Inc. is a publicly traded company with 32 properties in Canada. During the Winnipeg, MB past year the company acquired six properties and invested in property upgrades. It also internalized its asset and property-management functions.

20 18 Days Inns - Canada 105 $180.0 $171.0 A privately owned company, Days Inns - Canada is the master franchisor of Days Inn in Toronto, ON Canada, with a master agreement with Days Inns Worldwide, Inc. It has 105 units in Canada. Days Inns plans to open between 10 and 15 new units in Canada in 2015. (Y/E Fiscal October)

21 17 Fortis Properties Corporation 23 *$178.0 $178.8 Fortis Properties is a wholly owned subsidiary of Fortis Inc., a publicly traded company, St. John’s, NL with 23 properties in Canada. In September 2014, Fortis Inc. announced it would pursue a strategic review of its hotel and commercial real-estate business. In May, it sold its commercial real estate portfolio, including The Delta Brunswick hotel to a subsidiary of Slate Office REIT, for $430 million.

*Denotes estimate ‡ Canadian-owned company whose operations outside Canada are reflected in gross sales and units

16 JULY/AUGUST 2015 HOTELIER hoteliermagazine.com BRAND-WIDE RevPAR 11% ABOVE COMPETITION

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500.1024.15 Hotelier BWI brand July.indd 1 6/17/15 6:41 AM RANK COMPANY UNITS GROSS GROSS BUSINESS OPERATIONS ’15 ’14 2014 SALES SALES 2014 (millions) 2013 (millions)

22 20 Carlson Rezidor Hotel Group 26 *$159.0 *$159.0 A subsidiary of Carlson, Carlson Rezidor Hotel Group is a privately owned company that is Minnetonka, MN an owner, franchisor, management company and franchise company with 26 units in Canada and 1,065 internationally. Its global brands include Quorvus Collection, Radisson Blu, Radisson, Radisson Red, Park Plaza, Park Inn by Radisson and Country Inns & Suites by Carlson. The company plans to add three units in Canada in 2015 and 72 internationally.

23 23 Easton’s Group of Hotels 13 $109.6 $103.8 A private company that is the owner, developer and management company of 13 hotels in Markham, ON Canada. During the past year, the Easton’s Group acquired the Holiday Inn Toronto International Airport and opened a TownePlace Suites in Thunder Bay, Ont. It also launched its first dual-branded Marriott hotel in Markham, Ont.

24 22 Executive Hotels and Resorts 16 $105.0 $105.0 A privately held company with 16 units. During the past year it updated the guestrooms at Vancouver, BC the Executive Airport Plaza Hotel in Richmond, B.C. The company plans to open the Executive Hotel Le Soleil in New York this year.

25 31 Holloway Lodging Corp. 35 $97.8 $61.0 A publicly traded company that is the owner and management company of 35 properties in Halifax, NS Canada and one internationally, with brands such as Best Western, Days Inn and Suites, Holiday Inn, Super 8 and Hilton. In 2014, Holloway acquired Royal Host Hotels and Resorts, comprising a portfolio of 17 hotels with 2,382 rooms across Canada, as well as the Travelodge Canada franchise business. The company sold the Travelodge franchise business in March. During the past year, the company converted its Hilton property in London, Ont. to a DoubleTree by Hilton and renovated its Super 8 in Timmins, Ont.

26 24 Accor Canada Inc. 8 $95.0 $90.4 A subsidiary of Accor S.A. in Paris, France, Accor Canada Inc. owns, franchises, and Mississauga, ON manages eight Sofitel and Novotel properties in Canada. Though the company does not plan to expand in Canada in 2015, its parent company, Accor S.A., recently aligned with Huazhu Hotels Group to open 350 to 400 new hotels under the Accor brands in the next five years in China.

27 26 Groupe Germain Hôtels 10 $73.8 $74.9 A private company that owns 10 units in Canada. Groupe Germain recently expanded its Montreal, QC Alt concept to Winnipeg and became the operator of Hôtel La Ferme in Baie-Saint-Paul, Que. It plans to open two properties in 2015, and expand the Alt brand with the opening of an Alt hotel in Ottawa in 2016.

28 27 Genesis Hospitality Inc. 10 $73.5 $73.5 Genesis Hospitality is a private company that owns 10 full-service hotels in Canada in Brandon, MB Manitoba and Ontario, including the Victoria Inn in Brandon, Man., The Royal Oak Inn & Suites in Brandon and Best Western Inn on the Bay in Owen Sound, Ont.

29 33 Skyline Hotels and Resorts 5 $71.1 $56.7 A publicly traded company and a subsidiary of Skyline International Development Inc., Toronto, ON Skyline Hotels and Resorts manages five properties in Canada and one internationally. Last M6_FranAds_Hotelier_WithBleed.pdf 1 2015-06-24 2:15 PM year, the company acquired the Bear Valley Mountain Resort in California. It plans to open one new property in Canada and one internationally in 2015. *Denotes estimate

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©2015 Starwood Hotels & Resorts Worldwide, Inc. Preferred Guest, SPG, Tribute Portfolio and their logos are its trademarks. all Rights Reserved. RANK COMPANY UNITS GROSS GROSS BUSINESS OPERATIONS ’15 ’14 2014 SALES SALES 2014 (millions) 2013 (millions)

30 30 Airline Hotels 9 $67.5 $61.7 A privately owned company with nine properties in Canada, Airline Hotels purchased the Saskatoon, SK Ambassador Hotel & Conference Centre in Kingston, Ont., and recently opened East 75 Restaurant & Lounge at Four Points by Sheraton Edmonton South and Runway 25 Steak Lounge at Valhalla Inn Thunder Bay in Ontario. It also renovated the Travelodge Edmonton West, Travelodge Hotel Saskatoon and its Country Inn & Suites properties in Winnipeg, Regina and Saskatoon. (Y/E Fiscal October)

31 35 Pomeroy Lodging 16 $67.2 $55.5 Pomeroy Lodging owns, develops and manages 16 units in Canada. Last year, the company Grande Prairie, AB opened the Holiday Inn Express in Fort St. John, B.C. It plans to open three units including the Pomeroy Inn and Suites in Fort Vermilion, Alta. and launch a new brand, Hotello by Pomeroy this summer.

32 29 Concord Hospitality 12 *$65.0 $65.0 Concord Hospitality Enterprises Company is a private company that is the owner, developer Enterprises Company and management company of 12 units in Canada and 71 internationally. During the past Raleigh, NC year, Concord Hospitality Enterprises Company opened or assumed management of seven properties. In 2015, the team anticipates opening 13 new premium select-service properties. There are currently nine hotels under construction and a pipeline totalling more than $660 million in new hotel investment.

33 34 Lakeview Management Inc. 25 ‡$63.7 ‡$55.6 A publicly traded, Canadian-owned company that owns, develops and manages 24 Winnipeg, MB properties in Canada and one unit internationally.

34 32 Gouverneur Inc. 11 *$57.0 *$57.0 A private company that is the owner, franchisor and management company of 11 hotels. Montreal, QC

*Denotes estimate ‡ Canadian-owned company whose operations outside Canada are reflected in gross sales and units

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©2015 Starwood Hotels & Resorts Worldwide, Inc. All Rights Reserved. Preferred Guest, SPG, Aloft Hotels and their logos are the trademarks of Starwood Hotels & Resorts Worldwide, Inc., or its affiliates. A new franchisee’s individual results may differ from those shown. We make no representation that a franchisee will achieve any specific level of performance. *Aloft data as of YE 2014 and disclosed in March 2015 FDD (RevPAR = $94.59). Claim based on a comparison of data disclosed in 2011-2015 FDDs for Hilton Garden Inn, Courtyard by Marriott and Hyatt Place. We did not independently audit or otherwise verify the accuracy of the RevPAR data contained in each of the other brand FDDs. RANK COMPANY UNITS GROSS GROSS BUSINESS OPERATIONS ’15 ’14 2014 SALES SALES 2014 (millions) 2013 (millions)

35 - Sunray Group 22 $52.7 - Sunray Group is a privately owned company that is the owner and management company Toronto, ON of 22 units in Canada. The group added nine properties in 2014. It has three Marriott properties under renovation in Windsor, Ont., Oshawa, Ont., and Montreal, as well as a Four Points by Sheraton and four Choice Hotels properties. The company plans to add five units this year. (Y/E Fiscal September)

36 40 New Castle Hotels & Resorts 7 $47.7 $40.4 A private company that owns, manages, franchises and develops seven properties in Shelton, CT Canada and 15 internationally. The company plans to add one unit in Canada in 2015 and four internationally.

37 39 Sawridge Group of Companies 4 $44.0 $43.5 Sawridge Group of Companies is a private company that owns four properties in Canada. Edmonton, AB The company is set to open a Best Western Plus in Fort McMurray, Alta. in 2015.

38 38 Rosdev Hospitality 7 ‡$43.5 ‡$48.0 A privately owned, Canadian owner, developer, management company, lessor and real Montreal, QC estate company with three properties in Canada and four internationally. Rosdev Hospitality is a division of The Rosdev Group. The company is set to add a Courtyard by Marriott in Montreal, and one additional unit internationally. It also converted one property in the U.S. last year.

39 42 Realstar Hospitality Corp. 26 $40.9 $32.9 A privately owned company with 26 properties in Canada. Realstar Hospitality Corp. is the Toronto, ON master franchisor of Motel 6 and Studio 6 in Canada through a master agreement with G6 Hospitality LLC. In 2014, Realstar Hospitality Corp. opened two franchised properties. The company plans to open between eight and 10 properties in Canada in 2015.

‡ Canadian-owned company whose operations outside Canada are reflected in gross sales and units

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©2015 InterContinental Hotels Group. All rights reserved. Most hotels are independently owned and operated. RANK COMPANY UNITS GROSS GROSS BUSINESS OPERATIONS ’15 ’14 2014 SALES SALES 2014 (millions) 2013 (millions)

40 - Urgo Hotels, L.P. 7 $40.4 - Urgo Hotels is the owner, developer and management company of seven units in Canada Bethesda, MD and 21 internationally. The company currently has six hotels under construction, two of which are in Canada.

41 36 Stagewest Hospitality 4 $36.1 $53.8 A privately owned company that owns and manages four properties in Canada. Stagewest Calgary, AB Hospitality is a subsidiary of Mayfield Investments Inc.

42 43 Palm Holdings 11 ‡$36.0 ‡$25.0 A private, Canadian-owned company that owns or manages six properties in Canada and Toronto, ON five internationally. During the past year, Palm Holdings added five properties to its portfolio. It also converted the Destination Inn in Waterloo, Ont. to a Four Points by Sheraton and the Travelodge London in Ontario to a TownePlace Suites by Marriott. In 2015, the team plans to add two properties in Canada and two internationally.

43 45 Canadas Best Value Inn 33 $28.6 $22.7 A private company, Canadas Best Value Inn is a subsidiary of Vantage Hospitality Group, Coral Springs, FL Inc., which franchises 33 units in Canada and 1,180 internationally. During the past year, Vantage Hospitality acquired America’s Best Inns & Suites, Country Hearth Inns & Suites, 3 Palms Hotels & Resorts and re-launched the Jameson Inn brand. In Canada, Vantage added five properties to its portfolio, and plans to open 10 properties in 2015.

44 - Crescent Hotels 5 $25.0 - Crescent Hotels & Resorts is a private company that manages five properties in Canada & Resorts Canada including Tryp by Wyndham Quebec Hotel Pur, Staybridge Suites West Edmonton and Toronto, ON Howard Johnson Yorkville. During the past year Crescent opened one property. It plans to open two more hotels this year as well as complete one takeover.

45 44 One King West Hotel 1 $24.5 $24.7 One King West Hotel and Residence is a privately owned hotel in downtown Toronto. & Residence Toronto, ON ‡ Canadian-owned company whose operations outside Canada are reflected in gross sales and units

Improve your guest’s experience and leave a lasting impression by It starts with serving Tetley. Tea RANK COMPANY UNITS GROSS GROSS BUSINESS OPERATIONS ’15 ’14 2014 SALES SALES 2014 (millions) 2013 (millions)

46 48 Brookstreet Hotel 1 $22.5 $19.5 A private company, Brookstreet Hotel is a subsidiary of Wesley Clover International Ottawa, ON Corporation that owns one property in Canada and two internationally. The company will open one open a new property outside Canada in 2015.

47 47 Monte Carlo Inns 8 $21.1 $20.0 Monte Carlo Inns is a private company that owns, develops, manages and is the franchisor Mississauga, ON of eight properties in Canada. (Y/E Fiscal July)

48 49 D.P. Murphy Hotels 9 $20.8 $18.0 A private company and division of D.P. Murphy Inc. that owns nine properties in Canada. and Resorts The company recently purchased the Future Inns Hotel & Conference Centre Halifax and Charlottetown, PE renovated two properties. (Y/E Fiscal January)

49 46 Bellstar Hotels & Resorts 7 $20.7 $22.5 Bellstar Hotels & Resorts is a private company that is the management company of seven Calgary, AB units in Canada. During the past year, Bellstar opened rental luxury residences at its Spirit Ridge Vineyard Resort & Spa in Osoyoos, B.C., and reorganized its development and realty divisions. It also added the Grande Rockies Resort in Canmore, Alta. to its portfolio. (Y/E Fiscal October)

50 - Vista Hospitality Group 4 $20.0 - A private company that owns and manages four properties in Canada and six internationally, Kitchener, ON Vista Hospitality Group is set to acquire $50 million worth of assets this year. Last year, it converted the Delta hotel in Kitchener, Ont., to a Crowne Plaza hotel. It also renovated two properties in Ontario. Vista Hospitality plans to add three to five hotels to its Canadian portfolio, as well as five to seven properties to its international portfolio in 2015.

If your company is missing from this year’s report and you would like to submit information next year, please email Jackie Sloat-Spencer, associate editor, at [email protected].

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BATHROOM “They changed everything but they did very little in the bathrooms,” says Bortolotto, principal and founder of BBA Design Consultants in Vancouver, who has spent more than 30 years finessing both commercial and residential spaces. “The bathrooms were so nicely done in a Timeless appeal and lavish showers WHILE on a recent neutral beige 20 years ago; reconnaissance mission they didn’t need much.” make for happy hotel guests to sniff out design trends, Bortolotto’s anecdote BY IRIS BENAROIA Vancouver-based interior sums up what hospitality designer Sharon Bortolotto designers should aspire to toured a hotel in Beverly in the bathroom: timeless- Hills, Calif. The iconic ness over trendiness. Think building had undergone marble and porcelain in a substantial renovation, a neutral palette. White and yet when it came to is always a good go-to. the bathrooms, there they Not only does it make a stood like embalmed Holly- bathroom feel spacious, it’s wood starlets — pristine and original; they hadn’t associated with cleanliness aged one bit. and hygiene, which is critical to guest satisfaction. She often restricts splashier, gimmicky touches to paint, wallpaper or artwork that can easily be painted over, or replaced, on a dime. After all, bathroom renovations are costly, especially for hoteliers grappling with the expense of multiple rooms. “In a guestroom, you may not have to toss out the case goods every seven years; you might reupholster them,” Bortolotto says, noting the TWO WORLDS COLLIDE cost to do so doesn’t come Designer John Tong of close to overhauling the +Tongtong used texture to play up the urban and rural loo. Dealing with plumbing notes of the Drake Devonshire and electrical, the sinks, in Prince Edward County, the taps, the bathtub, the Ont. (above and left) toilet and the glass showers makes for a pricey project. “If you’re renovating a room

hoteliermagazine.com BATHTUB BEGONE Spacious, spa-style showers are taking up residence inside the newly redesigned Fair- mont Le Château Frontenac in Quebec City. (this page)

for $25,000 to $30,000, the feature is having enough bathrooms are generally room to put your stuff on a third or more, so [you’re the counter, and not on the spending] $8,000 to $10,000 toilet seat,” she says. And of a selling feature than material at the outset, such on each of them,” she adds. don’t forget the lit makeup people actually using them. as marble, is key, Bortolotto Must-haves for the make- mirror and the [variety of I think larger showers are says. But beware: should over? “Nice big vanities and lighting sources].” As for more beneficial.” a visitor spill a bottle of good lighting — the big tubs, “I think they’re more Investing in good-quality Coco Chanel eau de toilette hoteliermagazine.com JULY/AUGUST 2015 HOTELIER 27 — sacré bleu! — on a FAKE IT WITH marble vanity, it will stain. PORCELAIN Polished marble is a pain to Marble is that prima donna maintain, but remarkable of materials — gorgeous innovations have helped yet ruthless. Its porous fin- (see Fake it with Porcelain, ish greedily soaks up liquid, adjacent). which can leave a mark. And Sensible and timeless over time, marble needs to over fleeting and faddish be specially cleaned, a total also describes the newly nightmare for hoteliers. But hotels can get the renovated bathrooms at chicness of marble, without the Quality Inn in Corner breaking the bank. “Italians Brook, N.L. “Guests travel have digitized marble like more and they have a you cannot believe and certain level of expecta- printed it onto porcelain tion,” says Debbie LeBlanc, tiles. We’ve been using it a Quality Inn’s GM. “When lot in residential design. You it came time to renovat- would think you walked into ing the rooms, we tried to a bathroom full of Carrara,” think of every detail guests says Sharon Bortolotto, would want.” principal and founder at Vancouver-based BBA Mid-market hotel or not, Design Consultants, who just a ho-hum experience wasn’t returned from a trip to Italy to one of them. As such, the see the product firsthand. designers didn’t skimp on “At the Italian factories I the materials. “We have visited, they’re photographing Caesarstone countertops the real thing; they’re even with cabinets in a nice light getting it down to different wood.... The cabinetry has slabs, so it looks real and tons of space,” LeBlanc says not too uniform,” Bortolotto of the look that is “simple, adds. Additionally, instead clean and stands above the of itsy-bitsy tiles that scream porcelain, the marble copy- competition in our market.” cats are being printed onto Eco-friendly features, large-format 4x8 tiles. There meanwhile, take it over are less seams, making it look the top. These include more elegant. The big sheets low-flow toilets and can be mitred to use on coun- showers, with excellent tertops; they’re less expen- water pressure thanks to sive and they’re easy to clean. a new water pump; LED “That’s the new wave coming lights; wireless thermo- out of Europe, particularly in stats; and the swapping Italian and Spanish factories,” of electrical heating with she says. “You don’t need to use natural stone anymore — PTAC units, energy-saving you don’t need to dig up the heat-pump systems. mountain.” Noticeably absent at the Quality Inn — or not, depending on who you ask year, the 1893-built heritage — are bathtubs. The North hotel, which conjures up American hotel sector has scenes from Downton Abbey been forgoing bathtubs for and the Victorian claw-foot years. And even luxury soakers to match, complet- players are being strategic ed a $75-million revitaliza- when it comes to tubs. tion. The ambitious project, Take Fairmont’s 611-room by the design firms Wilson landmark Château Fronte- Associates, based in Dallas, nac in Quebec City. Last and New York’s Rockwell

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hoteliermagazine.com

14-SC-0035_ad_Ad Resize - Product Line Ad for Half Page in Hotelier_v3.indd 1 11/20/14 3:34 PM SEGMENT REPORT THE LONG HAUL Extended-stay lures developers with its higher occupancy and draws customers to the comforts of home BY DENISE DEVEAU

THE EXTENDED-STAY SEGMENT is gaining momentum in Canada, as a growing number of professionals and families seek the comforts of home on their travels. In-suite kitchens, free breakfast, free Wi-Fi and extra elbow room are major drawing cards for guests needing more than a few days’ stay. The numbers show this category remains a popular choice for guests, regardless of economic ups and downs. According to Brian Stanford, national managing direc- LIVING LARGE The Homewood Suites by Hilton extended-stay suites tor for PKF Consulting Canada in Toronto, extended- feature separate living and sleeping areas, a full-sized fridge and silverware stay properties are comparable to the industry average in terms of ADR ($138.96 in 2013 and $144.24 in 2014, compared to the industry average of $132.41 in 2013 and higher than the industry norm. “That goes a long way $137.20 in 2014). to explaining what the segment does: cater in large part But where the segment shows significant strength is in to individuals who are on assignment, relocation or in a its occupancy rates. “The numbers there are dramatically market for longer periods of time,” he adds. stronger,” Stanford says, noting that in 2014 extended- Stanford notes the segment has seen four- to five-per- stay occupancy rates averaged 71.9 per cent, seven points cent supply growth in the last four to five years, estimat- hoteliermagazine.com JULY/AUGUST 2015 HOTELIER 31 ing that current market inventory for the extended-stay segment is now in the 10-per-cent range. “The fact that occupancy numbers are holding with that much supply growth speaks to the strength of the segment.” During the past 15 years, Canada has seen the growth of upper-tier brands such as Homewood Suites by Hilton, Residence Inn by Marriott and Staybridge Suites (IHG); as well as mid-scale offerings such as TownePlace Suites by Marriott, Home2 Suites by Hilton and Candlewood Suites (IHG). But Canada’s extended-stay segment is less developed than the U.S., where these properties have been populating the landscape for 30 years. Stanford attributes that to the natural lag in development trends between the two While a larger countries. “[Before the] 2000 econom- portion of projects ic challenges, projects kept getting have been develop- pushed off [in Canada]. But when we ing higher-tier brands finally hit good market conditions, in primary markets, developers were ready to take any Stanford expects to opportunities they could.” see increased development in secondary and TRIPLE THREAT tertiary markets in the next few years. “Developers tend to HOME SENSE In 2014 Ayaz Kara, CEO of Prestige A cosy firepit at the Home2 Suites by Hilton Hospitality Inc. in Calgary, opened the gravitate to larger markets because and well-stocked fitness room at Homewood 122-room Homewood Suites by Hilton of high demand, yet there are lots Suites by Hilton allow guests to enjoy the adjacent to his company’s 125-room of secondary and tertiary locations pleasures of home in extended-stay visits Hampton Inn at the Calgary Airport. where larger upscale extended-stay “We were working on that project for operations simply don’t make sense five years because we believed in the because of the added capital costs.” properties offer a number of advan- extended-stay market,” he says. Kara The major challenge for extended- tages, not the least of which is is now finalizing plans on a full-service, stay property developers is finding attracting a more diverse clientele 270-room Hilton on the adjacent parcel the business case that works best in a and providing more choices under of land. region. Because room sizes tend to be one roof. Depending on the property “Our goal is to serve all needs,” he larger (370 to 400 sq. ft. for a studio in question, the model allows opera- notes. “If you’re coming in for a quick in-and-out stay, then the Hampton Inn is with a kitchen area, and up to 450 tors to share fitness facilities, general good for that. A person staying five days sq. ft. for a one bedroom compared to managers, foodservice functions, sales or more would be more geared towards 320 to 340 sq. ft. for a standard hotel teams and engineering staff. Homewood Suites.” room), most extended-stay proper- Calgary’s MasterBuilt Hotels Ltd., The cost-benefit analysis is clear with ties are new builds in the 130- to which owns the master territorial dual-branded properties, particularly 150-room range; conversions typically development rights in Canada for when it comes to housekeeping, Kara would not allow for the room size Microtel Inn & Suites by Wyndham, explains. “It’s simple. If you can reduce needed to add kitchens and ameni- is currently developing a dual-brand- the cost of servicing the rooms, profitabil- ties, Stanford notes. ed Courtyard and Residence Inn ity goes up. If you have guests coming in The larger room size and associat- by Marriott in Calgary. COO Eric and out on a daily basis, costs are higher ed capital costs have become factors Watson says in many communities, and your profit margins are lower.” He says it’s important to ensure a solid in the increased trend to mixed-use extended-stay comes with a hefty price base of longer-stay customers. “You want properties. “Rather than building a tag. “With 50 per cent more space per to build a base where 60 per cent of your 200-room extended-stay or select- room, you end up with higher per-door business stays more than five nights. If service hotel, developers might do costs. However, combining brands you have that base, then you can offset a mix of 120 of one and 80 of the means you can have one general that with transient travellers.” other,” Stanford says. Dual-branded manager and share amenities to drive

32 JULY/AUGUST 2015 HOTELIER hoteliermagazine.com the operating costs down.” 45 per cent of guests staying three days land was sold to Great West Life for a MasterBuilt plans to pursue the or longer. residential tower,” Giblin explains. co-branded market more aggressively, SilverBirch’s Home2 Suites by Giblin contends there are plenty says Watson. “There are a number of Hilton in West Edmonton opened in of under-represented markets for the markets in Canada where this concept 2014 and attracts business from the oil extended-stay segment. “Toronto would be a good fit. And while Canada and gas sector. The 127-room proper- is a big spot for exploring mixed-use has been a laggard in the extended- ty’s daily room rates are just below opportunities. It’s hard to get anything stay product class, there are a fair bit $150. “We’re big believers in extended- standalone in the downtown area of development opportunities for new stay in Canada,” Giblin says, adding unless you have 1,000 rooms.” construction in larger urban markets. that it will soon begin construction on Secondary and tertiary markets can There is no question the market is the world’s largest Residence Inn — a be more challenging because of the under-serviced.” 400-room hotel in Calgary’s Beltline capital costs and the fact that many Steve Giblin, CEO of SilverBirch District, slated to open in 2018. The communities are dependent on single- Hotels & Resorts in Vancouver also mixed-use project will also include source providers. “We looked hard at a has a keen interest in expanding a residential tower, podium parking, project in northern B.C. but turned it the extended-stay model in Canada. retail and restaurant facilities. down,” Giblin explains. “We realized SilverBirch’s efforts began with the Another stand-out project is if something happened to the major opening of the 200-room Residence the 125-room Homewood Suites by industry there, we would be left high Inn by Marriott in Vancouver in 2012. Hilton Halifax-Downtown, formerly and dry.” “It exceeded our expectations in every The Citadel Halifax hotel. It’s part In the future, Giblin believes mixed- way,” Giblin says. “While it was previ- of a mixed-use project that includes use is the way to go because it holds ously an extended-stay property, profit- a 316-room Hampton Inn by Hilton, great appeal for guests. “Some want ability quadrupled once it was renovat- retail space and a conference centre. a king room. Others want a kitchen. ed under the Marriott brand.” He “By replacing the Citadel we were Customers love to have choices.” reports that occupancy rates average able to put in two hotels, double our Whatever the business model, all in the mid-80-per-cent range (average room count and cut costs in half using indicators show that extended-stay is room rate is about $200 a night); with only half the property. The rest of the here for the long haul. u Sometimes Less Is More

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SAFETY IN NUMBERS The top-down approach to guest security

BY JENNIFER FEBBRARO ILLUSTRATION BY JEM SULLIVAN

t’s not usually advertised on hotel websites as an added amenity, but crisis planning is a behind- the-scenes function that cannot be overlooked. Leo Manos, director of Security at the Trump International Hotel & Tower in Toron- Ito, explains that technology can help facilitate a safe and secure hotel. “I was really impressed with my initial introduction to the Trump Hotel because of

hoteliermagazine.com JULY/AUGUST 2015 HOTELIER 35 rich and famous. “TIFF (Toronto Inter- Training all staff is an essential compo-

EVERY HOTEL national Film Festival) was an event nent to risk management,” notes Lu. SHOULD HAVE that brought a lot of celebrity guests Brian Campbell, director of Security A RANGE OF to the Hazelton, so we were always on at the Four Seasons Hotel Toronto, “OPERATIONAL high alert for trespassers,” he explains. concedes. “I cannot emphasize enough PROCEDURES Manos insists that operational how critical it is to train your staff. I BASED ON plans are key to guaranteeing the keep a spreadsheet of all staff to keep safety and security of any hotel. “It track of who I have trained and in THE VARIOUS doesn’t have to be a thick document,” what procedure or operational plan.” THREATS POSED he says. “But it needs to be substan- Campbell says every hotel should have — FROM THE tial and constantly updated to take a range of operational procedures LOCATION into account possible new threats.” A based on the various threats posed OF THE strong relationship with local police — from the location of the particular PARTICULAR can help hoteliers remain up-to-date hotel, a property assessment, a neigh- on new or possible upcoming security bourhood assessment, as well as a look HOTEL, A PROPERTY threats, as well. For Toronto, this could at worldwide trends. “I may not have

ASSESSMENT, include warnings about the Pan Am a terrorist plan, as these vary consid-

A NEIGHBOURHOOD Games and the large population influx, erably, but I will have an evacuation ASSESSMENT, and accompanying risks, the city will plan, a lockdown plan — for example, AS WELL AS “ be facing this July. if there is a gunman in the neighbour- A LOOK AT When developing a comprehen- hood or another security threat — and sive plan, Manos advises partnering a power outage plan.” WORLDWIDE with the hotel’s engineering team to He recalls the November 2014 TRENDS find out where back-up generators are windstorm, for example. “It’s a total- located in the building. “The direc- ly new kind of natural threat and tor of security can’t know everything,” yet, we knew exactly what we had he laughs. “So it’s important to see to do.” Campbell says on a building the number of cameras, for starters,” yourself as part of a team. No one made of glass, there is always a risk Manos says. While most commercial knows the building structure better of unsecured panels falling, so the buildings only have approximately 120 than the engineers who devised it. So property was under constant surveil- cameras installed, the Trump Hotel it’s essential you reach out for expert lance for this possibility. Furthermore, has 250. “They are all IP-based on a knowledge when required.” Campbell had staff remove all furni- Lenal system with video analytics, Dr. Zhen Lu, associate professor, ture and accessories from balconies, as which makes monitoring a lot easier.” Ted Rogers School of Hospitality and well as relocate vehicles that were on We have the future The technology does not just rely on Tourism Management at Toronto’s the property. The wind was so strong, human observation, but enhances it. Ryerson University, and expert in strate- there was no predicting what might of mobility locked in. For example, if there is an “intrusion” gic management, conducted a study fall onto their windshields. where there shouldn’t be one, a camera (“Innovations in Hotel Administration Extreme weather aside, something will register that and ring an alarm. in Canada,” The Worldwide Hospital- as simple as a missing child is a safety Manos currently works with 11 other ity and Tourism Themes Journal, 2013) concern, which every staff member In the not-so-distant future, your guests will rate security staff to monitor a control on how Canadian hotels manage and should know how to handle before- their stay on how much you let them do on the room where all cameras are viewed in prepare for various crises. There are hand. “How often do you hear about a real time. a number of unexpected or unfore- child and mother getting on an eleva- go. Fortunately, Kaba is well ahead of the “This level of surveillance doesn’t seen events that can impact a hotel, tor when the mother turns to pick mobility curve. Our mobile functionality is prevent every unforeseen threat,” says Lu. “Just look at the 2013 Boston up her bags and the doors shut with built on the security backbone you've grown to explains Manos. “But it’s an excellent marathon bombing. But still, it is the child on the other side?” exclaims start, especially when managing VIP imperative that a hotel prepare for Campbell. “Do staff know what to do trust. It's more than mobility without limits. guests, such as celebrities or govern- emergencies as much as possible.” in this instance? They should.” It's security without compromise. ment officials.” The security expert has Lu’s research confirms those hotels To ensure staff competency, a long history with developing safety with a thorough and evolving strategic Campbell says every plan has to be plans and policies. Prior to his current management plan in place are poised drilled on a regular basis. When asked Kaba Lodging position at Trump Hotel, Manos to handle a crisis most efficiently. That how often training occurs, he answers Ilco 1.877.468.3555 worked at the buildings that housed is, only if it does not sit on the shelf “literally every single day.” He says it’s Saﬂok 1.800.999.6213 CSIS (Canadian Security Intelligence collecting dust. “The only way that also crucial to debrief with all staff www.kabalodging.com Service) and The Hazelton Hotel in staff can become familiar with the after any disaster. “Whether it’s house- Toronto’s Yorkville area, where he document and the procedures within it keeping or an executive manager, this became familiar with the whims of the is if they are trained on a regular basis. is a team approach and everyone’s

36 JULY/AUGUST 2015 HOTELIER hoteliermagazine.com the local bar scene.” For example, police picked up on the trend of drink tampering and informed Campbell of an increase in incidents. For this reason, it was crucial to train all wait staff to be especially vigilant when women are drinking alone. “I might train wait staff to look for altered behaviour in a female guest or if a woman is incoherent, for example. In this case, we would intervene and make sure no one was ushering her into a taxi or something of that nature.” No staff member is dispensable when it comes to securing the safety opinion matters. You want to ask, what a nylon mask,” he jokes. “He comes of a hotel, just as each and every guest part of this plan worked for you? What in a suit and takes a purse that’s left remains a top priority. “That one failed? Feedback will help to refine the unattended. Theft has really changed occasional staff [member] that has plan you already have in place and since I started in the business in 1986.” not yet been trained is your weakest make it even better.” Thieves are less easily identified and link in the operational plan,” warns Campbell notes the Four Seasons blend in more; they act and dress as if Campbell. Alternatively, it may be is equipped with hundreds of camer- they belong in the hotel. that one occasional employee who as; however, the people on the front- Campbell also says he has a separate ends up saving someone’s life. “That’s lines and behind the scenes ensure security plan for single, female travel- why when it comes to safety, each staff the building and guest safety. “The lers. “We’re always in touch with [member] is equally valuable towards burglar isn’t going to come in with local police on what’s happening in averting a crisis.” u

We have the future of mobility locked in.

In the not-so-distant future, your guests will rate their stay on how much you let them do on the go. Fortunately, Kaba is well ahead of the mobility curve. Our mobile functionality is built on the security backbone you've grown to trust. It's more than mobility without limits. It's security without compromise.

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iHome and Reson8 are registered trademarks of SDI Technologies, Inc. Lightning is a trademark of Apple Inc. iPad, iPhone, and iPod are trademarks of Apple Inc., registered in the U.S. and other countries. Bluetooth is a registered trademark of Bluetooth SIG, Inc. Bedtime Beats is a trademark of Smash Arts, LLC. All other marks are trademarks of their respective owners. IN-ROOM TECHNOLOGY

STATE YOUR PREFERENCE Hotel operators are leveraging technology to offer customized experiences BY LAURA PRATT

t was her first stay at the W industry sees to it that all the and everybody else who keep creating Montreal, but it likely won’t transactional and more robotic devices for the traveller to use will be her last. “I’m allergic work is done as efficiently as possi- continue to put demands on hotels to feathers,” the guest told ble,” says Jean-François Pouliot, W’s that will need to be able to support front-desk staff at the hip GM. “It all comes down to freeing them,” says Gregg Hopkins, VP of Idowntown hotel. “Would you be up our associates’ time to improve Marketing at Newmarket, an Amade- able to bring up a synthetic pillow?” the guest experience.” us Company, a Portsmouth, N.H.- The hotel team granted her request Ultimately, that’s the chief aim based hospitality solutions provider. while adding personal preference of the technology that hums inside data to her file in the main system. today’s guestrooms. And there’s no PREPARING FOR THE GUEST Next time she visits, her bed will be shortage of it, which means operators The trick to generating continued decked out with foam pillows. have to keep monitoring technologi- business is to tap into guest prefer- “The best technology in the hotel cal innovations. “Apple and Google ences. “It’s all about knowing your hoteliermagazine.com JULY/AUGUST 2015 HOTELIER 39 an expressed preference for early Guest members who book through starts and welcome gifts of M&Ms Starwood’s digital channels, includ- for a guest who’s shared her love for ing the SPG app. the candy on social media. “You’ve Understanding how to grow that got a whole new type of VIP in business requires an understanding the industry now because of social of the proliferation of the mobile media, so make sure you give every phone. “The smartphone is the tool,” guest a good experience, because he says Pouliot. At the W, more than might tweet about you as soon as he half of last year’s website transactions arrives,” Hopkins says. were conducted using mobile phones, COMMAND CENTRE but the devices are being used for Smart and innovative hotel operators are THE GUEST EXPERIENCE more than that. Now a hotel can keeping ahead of the technological curve. Of course, technology isn’t just used send a message to alert guests that Below are just a couple examples. to create better predictive custom- their rooms are ready or message the er service. These days, consumers valet to collect their cars or, through Ω In the heart of Covent Garden, Hub by expect to enjoy all the luxuries of iBeacon technology, push an offer Premier Inn in London, England (pictured), is a smartly designed minimalistic hotel home during their hotel getaways, to visit an on-site facility when the that offers a proprietary app that allows and that means having technology customer strolls past the property. guests to book a room and check in, as at their fingertips. Earlier this year, W became the first well as control all aspects of the in-room To start: hoteliers must go beyond Starwood brand to offer keyless- environment, including customized ensuring their properties can entry. Guests “are thrilled to be part lighting and temperature — all at the support the wide array of modern of the next-gen way of hoteling and push of a button. The app also lets gadgets with reliable bandwidth. are eager to use the technology,” says guests explore sightseeing options and As a basic minimum, guests expect Pouliot of the early public response to locate them geographically on a map on consistent Internet access — and the novelty. their wall. they expect it free of charge. Given “With today’s rapidly evolv- that the pay-per-use revenue Wi-Fi ing technology and people’s mobile Ω Aria Resort and Casino in Las Vegas is one of the most technologically advanced once generated has evaporated, lifestyles, we know the desire for hotels on the strip. It counts some says Pouliot, hoteliers “need to find integrating mobile technology into truly nifty gadgets among its standard another way to monetize it.” At the their stay is there,” he says. “Our offerings, including a few that let guests W, that means tying free Wi-Fi into tech-savvy guests manage most customize in-room features according the brand’s loyalty program with an aspects of their life and travel from to their preferences. Guests can use the offer of free standard in-room Inter- their smartphone. Travel is inher- 42-inch LCD HD television to connect net access to all Starwood Preferred ently mobile, and we see wearable to their laptops, plug in video devices, dim lighting, adjust the temperature, play music, close the drapes and order food. There’s also a seven-inch screen beside the bed that lets them adjust the room’s settings without having to emerge from under the covers.

customer,” says Hopkins. “Knowing what temperature they like their room at, what time they like to be awoken, whether they’ve had issues with a room in the past.” Opera- tors are capturing personal information from guests’ direct interactions with them and from the impressions they’ve left on social media sites such as Facebook, Twitter and LinkedIn. Such insider information leads to personalized TV welcome messages, automatic blinds that rise at daybreak to accommodate

40 JULY/AUGUST 2015 HOTELIER hoteliermagazine.com ISA_Tuscany_Hotelier_ad.pdf 1 2015-05-31 8:38 AM

TUSCANY COLLECTION lives and making the SPG app avail- enhanced electronic alternative that able in these new platforms.” expands the news-reading options for Meanwhile, in-room tablets have its far-flung visitors. made the Fairmont Pacific Rim — Other hotels are capitalizing on a already celebrated for such special recent movement embracing Smart features as bathroom mirrors in all TVs. These sophisticated devices the guestrooms outfitted with embed- let properties brand the in-room ded TVs featuring surround sound entertainment with background — a technological standout, and the images and customized content. property is continuing to add more Operators can modify what their options. In July 2012, the downtown guests see on their screens by way Vancouver hotel introduced iPad 2s of a web portal that delivers them to each of its 377 guestrooms. The inside these techno marvels. And tablets are loaded with Interactive because Smart TVs often come Customer Experience Technology by with popular applications such as Orlando, Fla.-based Intelity, which Skype, Facebook, YouTube and ONE-SWIPE SERVICE Smart watches allows guests to make concierge Twitter built in, guests get that have become the next frontier in guestroom requests, book spa treatments, set digitally connected bonus from technology, allowing guests to ditch their wake-up calls, summon their cars the room’s longstanding source of key cards and manage their reservation from the valet, order in-room dining, technological entertainment, too. with the swipe of a finger control their lighting and drapery, A hotel’s inclusion of such equip- and check out. Most recently, the ment to manage and exploit today’s hotel introduced the PressReader app technology is important, no doubt, technology such as Apple Watch as to the iPads. PressReader provides but the bottom line should never the next frontier. Starwood’s mobile access to more than 3,000 newspa- be impacted. “It’s about leveraging team is dedicated to developing on pers and magazines worldwide, technology to help meet guest expecta- the latest and greatest platforms that replacing its longstanding daily tions. That’s really where hotels need our guests are using in their everyday newspaper delivery service with an to be focused,” says W’s Pouliot. u

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42 JULY/AUGUST 2015 HOTELIER hoteliermagazine.com SPOTLIGHT ON TOP SUPPLIERS

ADVERTORIAL DESIGNER SPOTLIGHT Royal Design Inc.

With almost two decades of experience under the founder Jolanta Lukus, RDI is an internationally leading design firm in the hospitality industry - working with both select service & full service brands – including, but not limited to: Hilton Worldwide, Marriott International, InterContinental Hotels Group & Starwood Hotels. Over the years Jolanta has developed a huge portfolio and amazing track record, working with a large variety of brands within the hotel market. RDI has successfully opened over 50 new hotel locations and has done over 40 renovations/conversions, always creating a memorable project - unique, bold and one of a kind.

RDI covers a spectrum of services - from interior design and project management, to procurement and decor set up - ensuring each project is completed from beginning to end, with no details left unturned. Their focus is always to provide the absolute best service to the owner - what matters is not only the final outcome or look of the hotel, but also the journey… how we arrived there and worked together.

RDI creates interiors that will speak to you - with exquisite schemes and colour palettes, attention to detail and above all, service!!

CALL US FOR YOUR NEXT AWARD-WINNING HOSPITALITY PROJECT! TEL: 905.508.5600 | WEBSITE: WWW.ROYALDESIGN.CA HYDRTHR15-HOTELIER QRTRPG AD FNL 062415.pdf 1 15-06-24 1:09 PM

ADVERTORIAL

ACRYLIC HOT TUBS GAIN MARKET SHARE By Dale Papke, CEO of HydroTher Commercial Hot Tubs

While portable acrylic hot tubs have dominated the residential market for the

C past 30 years, they have also slowly matched conventional concrete as the popular choice of architects, developers and operators of motels, hotels, M fitness centers and hi-rise rental and condominium recreation centers.

Y Dale Papke, CEO of HydroTher, a Mississauga, Ont.-based manufacturer exclusively dedicated to manufacturing commercial hot tubs, says the CM reasons for the increased popularity include lower upfront costs, integral MY waterproofing characteristics, lighter weight loads, ease of installation and

CY less upkeep. Pool builders who used to pass on the opportunity to sell acrylic commercial units are now more open to quoting less expensive CMY pre-plumbed acrylic units than they were in the past. Many small condos K and boutique hotels are being designed with rooftop hot tub locations, installations that favour lighter pre-fabricated acrylic units. Replacement units required as a result of the VGB Act have created new opportunities for prefabricated commercial units where the customer wants to avoid the complexities and mess of concrete construction. Another reason for the increasing popularity of prefabricated acrylic units in commercial settings is that expensive and complicated waterproofing is not needed as it is with concrete units, to prevent water damage underneath the hot tub. HOTELIER

Leading the Charge For the Rosewood Hotel Georgia’s Philip Meyer, success is all about building relationships

BY ROSANNA CAIRA

hilip Meyer has been a fixture on the Vancouver hospitality scene for almost Ptwo decades. During much of that time, he worked at the renowned Wedgewood Hotel & Spa. Earlier this spring, the consummate hotelier moved over to the award-winning Rosewood Hotel Georgia, a few blocks away on West Georgia Street, near the city’s seawall. Undoubtedly, it was a difficult decision to make but one he’s excited about. “Rosewood Hotels & Resorts is a well- respected name, but the brand has recently undergone new and dynamic ownership (the hotel company’s president is legendary with stunning city skyline views, a plunge pool and hotelier Radha Ahora),” says the managing direc- private garden. The owner is committed to being the tor of the 156-room property. best and I have every confidence we will be leading the QUICK QUIPS: By global standards, the hotel charge in the city,” he says. The hotel also houses the Born: Bromley, Kent, England chain is small, comprising only renowned Hawksworth Restaurant, and the recently on Sept. 8, 1964. 20 locations worldwide but opened Prohibition, a 3,000-sq.-ft. bar modelled on a Family Ties: Three children: the team hopes to double that roaring ’20s theme. Darius, 19; Alina, 17; Cyrus, 11. number in the next five years. When he’s not working, Meyer is passionate about “Darius just finished first year at “These are exciting times and cycling. “I’m an avid road cyclist and have been Ryerson studying Hospitality and we are the only Rosewood in since I raced in Europe as a schoolboy. During my Tourism management. He hopes Canada,” he says. Having time in Vancouver I have created a team of local to follow in the hotel business.” worked most of his life for business leaders who ride regularly together and help Other Properties He’s Worked At: independent luxury hotels and raise funds for the BC Cancer Foundation,” he says. The Sherwood Inn, Ont.; Horsted Place Hotel, U.K.; and Goring Hotel, resorts, Meyer is looking forward “Cycling is my golf — it’s where I make so many of my London. to being part of a bigger group. business connections.” Ironically as a young lad Overseeing a group of 250 staff at the Rosewood Meyer aspired to be a chef. “I sort of fell into the Hotel Georgia, Meyer attributes his success to past front of house, bussing tables while attending school. mentors. “My style and service philosophy have been I loved the connection and interaction with people; shaped by working with some successful and hands- PHOTOGRAPHY BY MIKE CRANE never looked back but always wonder, what if?” on independent owners (most recently the late Eleni Meyer comes to the hotel at a pivotal time in Skalbania) who taught me the importance of attention its 88-year history. “The hotel was renovated and to detail,” he says. The astute hotelier is a firm believer reopened with what I believe are the nicest rooms in the power of relationships. “I’ve met some remark- in Vancouver. The quality of our guestrooms sets us able people in my career — both guests and associates apart — especially our Lord Stanley Suite and the I stay in touch with wherever I am in the world. My Rosewood Suite featuring private rooftop terraces reputation is my greatest personal asset.” u

44 JULY/AUGUST 2015 HOTELIER hoteliermagazine.com YOU ARE THE COMPANY YOU KEEP

Congratulations to the Top 50 and thank you to our partners in the Canadian hotel industry who certainly make for good company.

www.cbre.ca/HotelsCanada

This disclaimer shall apply to CBRE Limited, Real Estate Brokerage, and to all other divisions of the Corporation (“CBRE”). The information set out herein, including, without limitation, any projections, images, opinions, assumptions and estimates obtained from third parties (the “Information”) has not been veriﬁed by CBRE, and CBRE does not represent, warrant or guarantee the accuracy, correctness and completeness of the Information. CBRE does not accept or assume any responsibility or liability, direct or consequential, for the Information or the recipient’s reliance upon the Information. The recipient of the Information should take such steps as the recipient may deem necessary to verify the Information prior to placing any reliance upon the Information. The Information may change and any property described in the Information may be withdrawn from the market at any time without notice or obligation to the recipient from CBRE. CBRE and the CBRE logo are the service marks of CBRE Limited and/or its afﬁliated or related companies in other countries. All other marks displayed on this document are the property of their respective owners. All Rights Reserved. Hotelier_Magazine_Ad_Brandissima_Inc.pdf 1 24.6.2015. 21:00:07

CMY