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I hope you’ve all enjoyed the summer – and what a great summer it has been! So here we are in September and I’m happy to say that business is good. Whilst we still have a long way to go and more work to do; I’m pleased to report we’ve seen some real positive trends in our hotels over recent months and the hard work is certainly paying off. As we head towards the final quarter of 2013, it’s important to keep in mind our 4D strategy as a reminder of what we’re all working towards: Developing our talent, Delighting our guests, Driving the Business and Delivering the results. This is why we are here. It’s vital that we have the best people in the business working in our hotels because, as a natural consequence of that; we will deliver a Yes I Can! service that creates a real connection between our guests and our hotels. Driving the business through revenue, growth and cost optimisation is fundamental to the final D of Delivering results - and goes hand in hand with operating a profitable business. It isn’t always easy and some difficult decisions are needed to achieve this, and I thank you for your continued commitment to our shared goals. With 2014 just around the corner, we are seeing more positive signs in the economy which provides cautious optimism for the months ahead. Meetings and Events remains a big focus and with the launch of Smart Meetings and the rejuvenated Experience Meetings we hope to bring our M&E offering to life and create a real point of differentiation between ourselves and our competitors. Until next time, Richard Moore Area Vice President UK & Ireland


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UK & Ireland Update Q3 - 2013

News update Responsible Business Action Month Variety, the Children’s Charity Destination Edinburgh, Spotlight on Dublin Yes I Can! Awards and achievements / Next time


NEWS UPDATE NEW LOOK PARK INN BY RADISSON HOTEL & CONFERENCE CENTRE, LONDON HEATHROW Our region’s largest hotel is proudly sporting a new look following an ongoing enhancement programme touching several areas of the property. The 895-rooms Park Inn by Radisson at Heathrow has been gradually transformed with more than £4 million invested so far, and more to come. This extensive project has seen a soft refurbishment of the guest bedrooms in wings 6,7 and 8. Additionally two floors of wing 9 have undergone a modernization programme with the rooms now boasting a fresh, contemporary look and feel. The former Pulse cafe has been transformed into The Lounge, a stylish yet relaxed space for light meals, snacks, cold and hot drinks, 24 hours a day. The opening of The Lounge has proved extremely successful with the space quickly evolving into the hotel’s main social hub. Additional work undertaken has seen the exterior of the building enhanced, improvements to the car park and grounds, new corridor carpets and an upgrade to the onsite gym. Given its location at the airport and the importance of airline crew to the hotel, money has also been spent on upgrading 12 superb crew lounges and a professional dedicated crew reception. Watch this space for further updates as the work continues at Heathrow. RADISSON BLU WATERFRONT HOTEL, JERSEY RECEIVES WORLD TRAVEL AWARD AS JERSEY’S LEADING HOTEL 2013 We’re delighted to share news of the Radisson Blu in Jersey receiving the World Travel Award as Jersey’s Leading Hotel 2013. This highly prestigious award of the international travel and tourism industry went to the first-class property, receiving top marks for comfort and service.


‘We are extremely proud to have been named Jersey’s leading Hotel and to accept this award in recognition of our professionalism and consistently high standards of service’ said Fergus O’Donovan, General Manager of the Radisson Blu Waterfront Hotel, Jersey. ‘The award also acknowledges our continued commitment to staff and the local community. I would like to thank my team for their hard work which has helped us win the vote of prominent travel writers’ and industry professionals and distinguishes us as a market leader for both business and leisure travellers’, The World Travel Awards were first presented in 1993. Each year, hundreds of thousands of key tourism players, such as tour operators, tourism organisations and transport carriers from over 160 countries around the world choose winners in nine country-based categories. PARK INN BY RADISSON LAUNCHES BOLD PRICE PROMISE The Park Inn by Radisson hotels in the UK and Ireland recently launched The Park Inn Price Promise - a bold commitment to beat like-for-like competitor meetings quotes by 10%. Starting from 1st September 2013, upon production of a quote from a comparable local hotel or venue; each hotel will provide an identical package for 10% less. “This is a very strong offer - a simple deal that promises genuine savings for our meetings bookers, whilst delivering a consistent, reliable and great value for money meetings experience and we hope it serves as a platform to entice those not familiar with our brand and hotels to come and try them ” says Edward Pinchard, Area Director Global Sales UK & Ireland for the Carlson Rezidor Hotel Group.

A BIG HELLO FROM OUR AREA PROCUREMENT TEAM It’s been a busy year for us so far, with a lot of change – from new team members to Project FIT. So far we have introduced new deals for Telecoms, Disposables and Breads and we’re working hard to bring about further key supply changes before the year end. We’re currently undertaking a thorough review of a range of Food and Drink categories and taking the opportunity to review our group procurement practices and expect to share our findings in Q4. We believe that for every supply area we need a robust and expandable supply strategy that everyone can understand and be part of. In the coming year we will develop, communicate and implement these strategies with a view to putting our UK and Ireland Hotels in the best commercial position for the future. We have committed to 5 core principles that will govern the way in which we will help and support the business in the future, simplified as follows: • Make It Easy – make the procurement process as simple as possible. • Supply Partnerships – develop the right supplier partnerships that deliver our business needs and help us grow in the future through best practice and innovation • Focus on Value – Value is relative; sometimes we have to pay more for quality. We still need to make sure though that we get best value for the products and services that we buy • Communicate – enhanced communication between procurement and our hotels and suppliers. Listen to the business and learn about its needs. • Prioritise – We can’t do everything at once. We will focus on what the business needs us to focus on and ensure success in critical areas. We look forward to working with you Your Area Procurement Team

the park inn price promise Meetings for 10% less than the competition – no porkies!

UK & Ireland Update Q3 - 2013


It’s September which means its Responsible Business Action Month – or RBAM as it’s also known – and this year is an extra special one as its Carlson Rezidor’s 10th annual RBAM. Our hotel teams are currently busy raising money for charity and donating time and resource to good causes. In the UK, hotels have been tasked with raising £30,000 in 30 days through a number of coordinated activities. The funds raised will be shared equally between Variety, the Children’s Charity and the World Childhood Foundation – Carlson Rezidor’s official UK and Corporate charity partners respectively. Additional locally led activities will raise funds for charities

chosen by each individual hotel. Activities include the charity Penny Board, a Rezi steady cook evening for corporate clients, character breakfasts and fun days for disadvantaged children, special menu items with donations for charity and the sale of charity cookies. In Ireland, our hotels are also running a wide range of activities in support of RBAM. In the spirit of giving, lunches are being donated to a homeless shelter, food is being collected for the homeless and books and toys are being donated to charity. “Meanwhile, our Irish hotels are undertaking a number of fundraising

activities. Initiatives range from charity car washing to picking apples from the woods and selling them, to cake and lolly sales, sponsored walks and fun staff activities, with all money raised going into the charity pot. If that’s not enough, the Radisson Blu Farnham Estate in Cavan is hosting a Harvest Festival. This fun day for families will offer a whole host of entertainment from face painting, bouncy castle, live music and a dog show through to vintage display and jumble sale, food stands, arts and crafts and a spa zone. All proceeds from this event will go to Rehab Care and the Special Care Unit in Cavan.

I feel a real sense of pride when I see how our team members embrace Responsible Business Action Month. With the drive, determination, enthusiasm and commitment we have in the hotels, I’m confident that in our 10th RBAM, we will reach our target of £30k in 30 days and deliver some much needed funds to these very worthwhile causes Richard Moore Area Vice President UK & Ireland, The Carlson Rezidor Hotel Group.


REZIDOR TEAM RAISES OVER £1750 FOR CHARITY WITH GRUELLING MAN VS MOUNTAIN CHALLENGE A team of Rezidorian’s kicked off RBAM in spectacular style, participating in the gruelling Man Vs Mountain challenge on Snowdonia. Kevin Greenwood, Area Director Finance and Control, Fergus O Donovan, General Manager of the Radisson Blu Waterfront Hotel, Jersey along with two team members from the Radisson Blu Bristol – Chris Peach, General Manager, and Ignacion Arisana, Receptionist, completed the challenging 22 mile course, most of it being uphill, in times ranging from 4 hours to 7.5 hours.

This was the most challenging event I have done, and I have done a few. The combination of weather, temperature and terrain made it such a difficult challenge, the fact we all finished and came away relatively unscathed is fantastic. I’m really proud of the team for the great effort. What a fantastic day” Chris Peach Team Rezidor

In the process, over £1750 was raised for Macmillan Cancer.

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UK & Ireland Update Q3 - 2013


QUIDS FOR KIDS HITS £43,000 Quids for Kids has now been in the business for over six months and we’re really starting to see the fundraising total climb. By the end of August 2013, our hotels had helped raise £43,044.03 for these two incredible charities. We launched Quids for Kids in our 34 UK properties to raise funds to improve the lives of sick, disabled and disadvantaged children. We’d like to say a big THANK YOU to everyone for helping us get to this stage. There’s still so much more we can do and with the support of our Charity Champions we hope to be able to bring even more good news in the coming months. We’d like to celebrate our hero hotels for their efforts with Quids for Kids:

IRISH HOTELS TO LAUNCH EURO ON THE ROOM FOR CHARITY... We’re really excited to share news of a new initiative being launched in Ireland. By the end of September our hotels will be offering guests the option to add 1 Euro onto their guest bill. The money raised will then be shared between a number of worthy charity out for more in the next issue.

Top 5 performing hotels by funds raised:

Top 5 performing hotels by guest room numbers HOTEL





Park Inn by Radisson Watford



Radisson Blu Portman Hotel, London

Radisson Blu Portman Hotel, London



Radisson Blu Hotel, Manchester Airport


Radisson Blu Hotel, Belfast



Park Inn Hotel & Conference Centre, London Heathrow


Radisson Blu Hotel, Manchester Airport



Radisson Blu Hotel, Edinburgh


Radisson Blu Hotel, Edinburgh



Park Inn by Radisson Watford


Well done to all involved, this is a fantastic achievement!


IT’S FOR CHARITY... Outside of RBAM and Quids for Kids, our team members have been working hard to raise valuable funds for a range of charitable causes: PROCUREMENT IRELAND RAISES €3,500 FOR DOWN SYNDROME – DURING THE SUMMER, Carlson Rezidor’s Procurement team in Ireland held its 3rd Corporate Business Partners Golf Day at the fantastic Radisson Blu Farnham Estate in Cavan. The day was a huge success in terms of turnout and suppliers received first class treatment from the hotel team. Along with showcasing the hotel and estate to our suppliers, the day raised €3,500 for Down Syndrome. Over the three years, the event has now raised an impressive €8,000

UK & Ireland Update Q3 - 2013

RADISSON BLU LEEDS 24 HOUR CYCLE Team members from the Radisson Blu Hotel, Leeds spent 24 hours cycling in order to raise money for Variety, the Children’s Charity. Various fundraisers and volunteers pedalled throughout the night in the hotel’s reception to complete the challenge. The static bike challenge was part of a range of fundraising activities the hotel has embarked on in aid of Variety, raising over £260 so far.

PARK INN BY RADISSON TELFORD HOSTS CHARITY FOOTBALL TOURNAMENT An impressive £328 was raised for Variety by the team in Telford who embarked on a “friendly” football tournament with Hewlett Packard. Not only did they raise so much money for charity, they also managed to win the game 8-0 – a great result all round!


DESTINATIONS EACH ISSUE WE WILL TAKE YOU ON A VIRTUAL TRIP TO TWO DESTINATIONS IN REZIDOR’S UK & IRELAND PORTFOLIO.... INTRODUCING EDINBURGH… Edinburgh is beautiful city seeped in history, giving it a truly unique character. Throughout the year there is a great buzz about it; especially during the festival when the city really comes alive. Edinburgh has a strong focus on culture and fashion as well, with tourists flocking from across the world.

of Scotland as well as the bars and restaurants of Victoria Street and the Grassmarket. • The shopping of Princes Street and George Street is spectacular, whilst Thistle Street provides a taste of Edinburgh’s boutique fashion. • Once you are all shopped out, finish the day with Afternoon Tea at Hotel Missoni or treat yourself and get pampered at Spa Missoni. Our team will look after your every need after a long day of exploring!

An insider’s view from Tamara Kobiolke, Director of Sales, Hotel Missoni Edinburgh:

ACCOLADES... Edinburgh itself is a multiple award winning city and as the most stylish hotel in town, Hotel Missoni is not too far behind: • In May 2012 the hotel won Hotel of Glamour at the Scottish Hotel of the Year Awards, General Manager Carina Svensen was awarded a gold medal and People and Development Manager Dale Simpson was also named a Rising Hospitality Star. • Cucina at Hotel Missoni was awarded Best Italian Restaurant of the Year at The Scottish Restaurant Awards in 2011 and 2012. • In 2011, Hotel Missoni was named 'Boutique Hotel of the Year' at the Scottish Hotel Awards. • Runner up for trendiest hotel in Europe at the Tripadvisor Travellers' Choice Hotel Awards in 2011. • In October 2010, Cucina at Hotel Missoni was crowned runner up Scotland in the Best Restaurant category at the highly acclaimed Observer Food Monthly Awards. • The hotel was voted Europe’s Leading New Hotel of the Year at the World Travel Awards in 2010.

THINGS TO KNOW ABOUT EDINBURGH Edinburgh has made a huge impact on me, the style and grace of the architecture combined with the array of Scottish food and drink available on our doorstep. I arrived as a backpacker from Australia, thinking I would stay for 6-12 months - that was in March 1999! I’ve tried to leave Edinburgh 3 times and I just keep moving back. This city has a hold on me that I cannot explain. Divided by the Old Town and the New Town, each have their own historic elements and play host to some beautiful spots to view the city. During the festival, the population of Edinburgh doubles, making it a very exciting time of the year for residents, tourists and especially Hotel Missoni. MUST SEE/MUST DO... • Hotel Missoni is ideally positioned on the Royal Mile and is just a short walk from famous attractions including the Edinburgh Castle, National Gallery of Scotland and the National Museum


• Hotel Missoni Edinburgh was included in the much coveted Conde Nast “Hot List” 2010. WHERE TO STAY? Take your pick from two fantastic Rezidor properties in the city – the Hotel Missoni Edinburgh and the Radisson Blu Hotel, Edinburgh. FAST FACTS: Hotel Missoni Edinburgh LOCATION: On the famous Royal Mile. GUEST BEDROOMS: 136 stylish rooms & suites FOOD & DRINK: Cucina Italian restaurant and Bar Missoni. UNWIND: Spa Missoni. FAST FACTS: Radisson Blu Hotel, Edinburgh LOCATION: On the famous Royal Mile. GUEST BEDROOMS: 238 modern rooms & suites. FOOD & DRINK: Itchycoo Bar & Restaurant UNWIND: Health club and indoor pool.

SPOTLIGHT ON DUBLIN.... Dublin is a delightful city that holds many surprises for its visitors. It is such a beautiful city that just walking around the landscaped parks surrounded by the city’s rich Georgian heritage is enough to turn anyone’s head. In recent years, Dublin has transformed into a city that boasts a mix of different cultures combined with its famed traditional forms. ONE OF DUBLIN BIGGEST SELLING POINTS IS ITS PEOPLE, BOTH NATIVE-BORN AND BLOWN-IN. An insider’s view from Eliza Walsh, Sales Manager at the Radisson Blu St Helens Hotel, Dublin: Dubliners are amongst the greatest hosts of all, a charismatic bunch with a soul and sociability so compelling and infectious that at some point during your visit you could find yourself already planning your next trip. DUBLIN FACTS... • The "Oldest Pub in Ireland" is reputed to be located in Dublin. The pub is called the Brazen Head. There has been a pub on this site since 1198. • Dublin’s O'Connell Bridge that covers the famed River Liffey is reckoned to be the only bridge in the European continent that has the same width as its length.

UK & Ireland Update Q3 - 2013

• Dublin is twinned to cities Barcelona in Catalonia, Spain, Liverpool in the United Kingdom and San Jose, in California. • Dublin is home to many of Ireland’s most famous musicians, from the Dubliners and Thin Lizzy to Sinead O’Connor and U2. MUST SEE/MUST DO... • The Book of Kells – a hand-drawn manuscript of the four Gospel from the 9th Century, is one of Ireland's crown jewels. • The Old Jameson Distillery - There is no other whiskey quite like triple distilled, twice as smooth Jameson Irish Whiskey. • The Guinness Storehouse - Dublin's No. 1 tourist attraction. Located in the heart of the St James Gate Brewery, providing an engaging overview of the storehouse‘s role in Irish history • Kilmainham Gaol (Jail) - Those who participate in the guided tour learn a great deal about Irish history, patriots and the penal system. • Dublin Castle - Filled with interesting artifacts, history and more. WHERE TO STAY? You are quite literally spoilt for choice when it comes to hotels in Dublin with three wonderful Radisson Blu Hotels to choose from.

FAST FACTS: Radisson Blu St Helens Hotel, Dublin LOCATION: This stunning mid 1700 period estate house is just 5km from Dublin City. GUEST BEDROOMS: 151 rooms & suites FOOD & DRINK: The award winning Talavera Italian restaurant and the Orangerie bar UNWIND: Relax in the hotel’s magnificent gardens FAST FACTS: Radisson Blu Royal Hotel, Dublin LOCATION: In the heart of the city centre GUEST BEDROOMS: 150 FOOD & DRINK: Verres en Vers and Sure Bar FAST FACTS: Radisson Blu Hotel, Dublin Airport LOCATION: Conveniently positioned at Dublin’s Airport GUEST BEDROOMS: 229 FOOD & DRINK: T3 Bar & Restaurant and Departures Lounge


40 YEARS OF YES I CAN! Yes I Can! is a way of life at Rezidor and for Louis O'Reilly, Concierge at the Park Inn by Radisson Hotel & Conference Centre, London Heathrow, this has been the case for an incredible 40 years. We asked Louis about his time at the hotel: NAME: Louis O'Reilly JOB TITLE: Concierge at the Park Inn by Radisson Hotel & Conference Centre, London Heathrow CONGRATULATIONS ON 40 YEARS AT THE HOTEL! WHAT ARE THE BIGGEST CHANGES YOU'VE SEEN IN YOUR TIME THERE? The size of the hotel has changed the most. When I started it was 300 rooms, it then went to 580 and now is 895 rooms. In 40 years I’ve seen a fair few management changes too – I’ve worked for approximately 20 General Manager's


in my time. There are a few staff members who have long service like me, Peter Lethbridge, Caesar Yuzon, Anil Ladwa and Stephen Hawes. Stephen is the other Concierge and between us we have 65 years service!! WHAT DOES YES I CAN! MEAN TO YOU? Giving a great service to a guest and putting yourself out to try and make a guests stay comfortable. I particularly like working with the Airlines - Gulf Air for example have been coming to the hotel on and off for 40 years and I’ve known some of the present pilots for 25 years. A couple of the pilots now have their sons flying and staying here. WHAT IS THE FAVOURITE PART OF YOUR JOB? Talking! WHAT ARE YOUR FONDEST MEMORIES/ HIGHLIGHTS FROM YOUR TIME HERE? Meeting Nelson Mandela and many other famous people, and I got to hold The League Championship trophy. I also met

the England Football team and I have met Madeline Albright, Brian Clough, and Alex Ferguson, Rod Stewart, Roy Orbison, Lawrie McMenemy to name but a few! DO YOU HAVE ANY FUNNY STORIES? Millions that can't be published but my favourite is a guest asked me for a taxi to Euston (I assumed Euston Station), so I organized this, half way down the M4 heading into London the driver called and said they were confused and concerned why he had not taken them to the airport to catch their flight to Houston Texas! IF YOU WEREN’T DOING THIS JOB, WHAT WOULD YOU DO INSTEAD? An Aunt of mine had a hotel in Dublin, and I worked there at weekends from the age of 14. It was always my first job choice to work in Hospitality, I wanted to be a Chef and I do still enjoy cooking but didn’t make it to the kitchen in a hotel as I think I am better suited to this job!

YES I CAN! IN ACTION ... Within every hotel, there are a number of different functional areas and job roles that all work in tandem to keep it running smoothly. Here we look at a typical day in the life of hotel team members from our Area. NAME: Sarah Hawkins JOB TITLE: Assistant Director of Sales at Radisson Blu Hotel, Leeds DESCRIBE A TYPICAL DAY IN YOUR ROLE? Firstly I start off with a cup of Yes I Can! to get me going. I then prepare for the morning meeting and update the team as to how well the sales office is doing and any activities we may have on the go. I check my diary to see what appointments I have and prepare for each one individually. I then make sure that my Sales Force is open so that I can update it as I go along and check my emails for any new business I can jump on. The next job is to print the arrivals report off to see if there are any potential new clients I can contact and if so, make a note in my diary to meet them. Generally then at the end of the day meet my in-house clients.

UK & Ireland Update Q2 - 2013

WHAT'S THE BEST THING ABOUT YOUR JOB? My clients - it's a pleasure working with them and they are all very loyal. ARE THERE ANY DRAWBACKS? Draw backs I find are always the same for sales people – I’m not too keen on being drawn away from the hunt of sales to complete reports.. but it goes with the territory! WHAT'S YOUR MOST MEMORABLE/ FUNNIEST MOMENT IN THE ROLE? Well...where would you like me to start as I have got 5 years experience here! I think the funniest must be when the city of Leeds was hosting the largest fam trip ever to be held in the UK over 4 days. We were involved in many activities over the course of the days and we knew we needed to stand out - so we invested in Radisson Blu onesies and wore them at one of the exhibitions and then on the evening we did a Mad Scientist event where my colleague was an escaped monkey for the evening...very funny and a huge response from all clients.

HAVE YOU HAD ANY INTERESTING OR UNUSUAL REQUESTS? One was quite funny when a lady called asking how much our CAN APES were!! Bless her she meant Canapés but she didn't know what they were her boss had asked to ring and find out!! WHAT DOES YES I CAN! MEAN TO YOU? Everything..I actually really do believe in it and as I mentioned above my clients are very loyal and it in down to the fact we have Yes I Can! because they know how genuine and passionate I am. WHAT WAS YOUR PLAN B CAREER? Haha this is my plan B. My plan A was the armed forces but due to injury I needed a plan B!! And in my case the B stood for Blu.


AWARDS & ACHIEVEMENTS You’ve already read about the Radisson Blu Jersey’s success at the World Travel Awards but we’ve also got a few more success stories to share with you: PARK INN BY RADISSON TELFORD ON THE UP WITH TRIPADVISOR FOLLOWING RECENT REFURBISHMENT The real benefit of the recent £3.5m refurbishment undertaken at the Park Inn by Radisson Telford is in evidence through guest feedback monitor, Tripadvisor. The hotel started the year being bottom of the table at 20th out of 20 hotels in the Telford area along with 2 stars and a negative thumbs down at 46%. However, following the refurbishment, the hotel is currently sitting in 6th place, has increased upto 4 stars and has a thumbs up of 82%. This puts the hotel ahead of its main competitors within the town centre – a great result all round! RADISSON BLU SCOOPS GOLD FOR GOING GREEN! In another triumph for Jersey, The Radisson Blu Waterfront Hotel has been awarded the Green Tourism Gold for the second consecutive year, accredited by the


Green Tourism Business Scheme (GTBS). The Hotel received this prestigious award in recognition of its commitment to local sustainability and is the only hotel on the island to achieve the highest level. GTBS measured the hotel against a set of very stringent criteria and acknowledged its efforts in energy management, water savings, waste reduction and commitment to buying and sourcing local produce and supporting the local community. RADISSON BLU STANSTED SHORTLISTED FOR BEST LARGE HOTEL AWARD. The Radisson Blu Stansted has been shortlisted for yet another prestigious award. The contemporary hotel at Stansted airport has been shortlisted as the best large hotel in Essex by the Essex Tourism and Hospitality Awards supported by Visit Essex, announced in October. The hotel has already walked off with a number of industry gongs this year, including: Access Excellence Award’ at the

Meetings and Incentive Travel Awards, and Environmental Awareness Award at the Essex Business Awards. Guido Bayley, General Manager, Radisson Blu Stansted, says: “We’re delighted to be shortlisted for Best Large Hotel in Essex. We welcome over 195,000 people through our doors each year and a significant number return for more of our award-winning service. We would like to thank all of our customers for their support and also our hardworking staff for helping us gain more recognition for our stunning hotel.” the UK.

In the next UK & Ireland update, we hope to share more news updates, good news stories and successes from the region. Please share your stories on awards and achievements, responsible business and shining stars of Yes I Can! Find out more and send information through to:

UK & Ireland Update Q3 - 2013


Uk & Ireland update Q3 2013