Insight Hotelier Magazine Edition 06

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ATEGY DIRECTOR | PICK N PAY Jeremy Hodara CO-CEO | AFRICA INTERNET HOLDING

- Case study outlook

NAGING DIRECTOR RETAIL ESTATE | MR PRICE Ramanathan Hariharan CEO | MAX, LANDMARK GROUP

S SOUTH AFRICA Christine Service COUNTRY MANAGER | DISNEY

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RETAIL BUSINESS INTELLIGENCE

ISSN 2305-5561

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IES

EDITION 06 | MARCH - MAY 2016

EDITION 03 | APR - JUN, 2015

4th December

2014

ELECTRONIC SCALES & WEIGHING SYSTEMS FOR HOSPITALITY & RETAIL INDUSTRY, AGRICULTURE, MEDICINE AND COMMERCE. “Accuracy, quality & service” Weighing solutions at: Engineering Development Ltd. INSIGHT HOTELIER | APRIL - JUNE, 2015 Tel: +254 703 55 77 64, 0733 55 77 64. Email: engdev@africaonline.co.ke INSIGHT HOTELIER - 06 | March - May, 2016

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INSIGHT HOTELIER - 06 | March - May, 2016

Editor’s Note

Dear reader,

I

t is with great pleasure that I introduce you to the 6th edition of the Insight Hotelier magazine, a quarterly publication that focuses on the ever changing techniques and growing trends in the hospitality industry.

The magazine seeks to be a chance for stakeholders such as hotels, restaurants, resorts and coffee shops to showcase and discover products and services that are relevant to the industry today. This edition places focus on emerging hospitality payment platforms, development of automation and control systems, the upcoming events and the contemporary outlook of the hospitality industry trends globally.

Titus Korir

The Insight Hotelier magazine is FREE and distributed to members and non-members of KCTA (Kenya Coast Tourism Association), PERAK (Pubs, Entertainment and Restaurants Association of Kenya) & KAHC (Kenya Association of Hotel keepers and Caterers), we do urge the hoteliers to subscribe for the magazine so as to get direct delivery to their hotels using local couriers and get listed on the magazine.

The Online edition of the magazine is available from our link www.insightpublication.org. Your comments and contributions are welcomed to be forwarded via email: hotelier@insightpublication. org.

We thank all our stakeholders for the support on this publication and we do hope that it will induce discussions on driving competitive products and services into the hospitality industry.

Happy Reading!

FIND OUR COPIES AT ONLINE...

www.insightpublication.org INSIGHT HOTELIER - 06 | March - May, 2016

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HOSPITALITY AUTOMATION Adopt SkyRes and Have Better Control over Your Hotel Chain’s Reservation Process

Pg 14 HOSPITALITY TRENDS The changing outlook of modern hospitality

Pg 16

CONTENT

Pg 10

HOSPITALITY PAYMENT TRENDS Growth of Mobile Payments in the Hospitality Industry Boosting Revenue

Pg 19 HOSPITALITY AUTOMATION Emerging Trends: Hospitality industry automation

Published by: Insight Publication Birdi Centre, Mombasa Road P.O. Box 36106 Nairobi 00200 T. +254 (0) 735 / 725 - 350 690 e. hotelier@insightpublication.org www.insightpublication.org

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INSIGHT HOTELIER - 06 | March - May, 2016

Editorial team Titus Korir Maureen Musila

Contributors Cyrus Onyiengo Kate Gathii Ronald Rotich

Advertising James Nzioka

Design & Layout Smartex Creative Graffix Tel: +254 721 496 922

©2015 Insight Hotelier. All material is strictly copyright andall rights were reserved. Reproduction in whole or in part without the written permission of Insight Hotelier is strictly forbidden. The greatest care has been taken to ensure the accuracy of information in this magazine at the time of going to press, but we accept no responsibility for omissions or errors.The views expressed in the magazine are not necessarily those of Insight Hotelier or Insight Publications.

MANTIS MOVES INTO EAST AFRICA

M

antis has partnered with the Kenyan based Monarch Group to develop, manage and market a number of their unique properties. This pivotal partnership marks the beginning of a foothold in East Africa for Mantis.

It’s a match meant to be with a fusion of like-minded entrepreneurs.

Both Mantis and Jambo Chester Hotels and Resorts (the current name for the collection of private luxury lodges) are family owned.

South African hotelier and developer of Mantis, Adrian Gardiner is committed to conservation and ecotourism with his passion for tourism firmly set on the African continent, making this new chapter in East Africa particularly pleasing. “I have had the pleasure of visiting all the Monarch Group properties. Having been involved in the creation of Shamwari Game Reserve and many other lodges and hotels around the globe, I can honestly say that what we have in Kenya is truly iconic.

Mantis is privileged to be in partnership with Jared and Tabitha,” noted Adrian on the signing of the partnership.

Kenyan born husband and wife team Jared and Tabitha Kangwana are eager to enter this new chapter with Mantis. “I am very excited about our new relationship with Adrian and the Mantis Collection and look forward to their promotion of our top class products both locally and internationally,” comments Jared as he reflects on this union.

Together, this couple offer exceptional access to Kenya’s natural beauty through their privately owned select properties, all listed below.

Firstly, north of the ancient Aberdares Forest and just west of Mount Kenya, the exclusive Mutara Camp Laikipia sits just above the tropical equator in one of the most unique places on earth. The 15 room worldclass tented camp is the only accommodation in the 20,000-acre Mutara Conservancy. Laikipia holds some of the greatest and most diverse wildlife in East Africa. Significant populations of endangered species are protected here. Such animals include African Wild Dog, Grevy’s Zebra, Black Rhino and three of the last four remaining Northern White Rhino in the world.

Also in the Laikipia District (in the Ol Pejeta Conservancy) and joining the Mantis Owner’s Collection is a five bedroomed Villa on the Mount Kenya Wildlife Estate.

Impala EcoLodge is the second lodge which Mantis will be managing and marketing. Twelve luxurious chalets are nestled on the shores of Lake Victoria within the lush grounds and protected ecosystem of the Kisumu Impala Sanctuary. Built to minimize ecological impact and to maximize guest comfort, this is the perfect base for exploring Kenya’s Western Circuit and the many activities offered on Lake Victoria.

Next on the list of properties are two private homes, namely Jahazi and Bahari. Both are nestled on lush Mida Creek, part of Kenya’s famous Watamu Marine National Park. Jahazi and Bahari offer the combination of complete seclusion and easy access to the 7km ’Long Beach’, voted one of Africa’s top 5 beaches.

Lastly, Mantis is also involved in the refurbishment of the 84 roomed Chester House Apartment Hotel in Nairobi CBD. This development will include luxury 5-star suites and a club level that will bring a new level of luxury to the Nairobi Skyline. After completion of this refurbishment program, the hotel will be renamed The Mantis Chester Suites and will include new conference and function rooms as well as the addition of a luxury Health and Wellness Spa. With the above properties on board, Mantis is sure to establish itself as a key brand in the East African Community as it adds value to the Monarch Group which will in turn continue to grow its hospitality division, through its current development pipeline, in this region and beyond.

INSIGHT HOTELIER - 06 | March - May, 2016

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Are you a service provider for the Hospitality Industry?

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hospitality Conferences & Expo

Our platform reaches out to the Hospitality industry through the publication and events with partners associations such as

Insight Hospitality P.O. Box 36106-00200 Nairobi. Tel +254 (725) 735 350 690 Email: hotelier@insighthospitality.org | info@insighthospitality.org www.insighthospitality.org INSIGHT HOTELIER - 06 | March - May, 2016 9

HOSPITALITY AUTOMATION

Adopt SkyRes and Have Better Control over Your Hotel Chain’s Reservation Process

T

oday’s smart hoteliers’ technological requirements are always evolving.

Apart from a Hotel ERP to manage entire operations, they also are looking at several other platforms to attract guests and sell more rooms to stay profitable.

And in a continent like Africa, where the hotel industry has ample scope to grow, cutting edge hospitality technology plays major role.

One such hospitality technology platform that has become operationally imperative in today’s competitive hotel business is a Central Reservation System (CRS). CRS acts as the central hub for all the properties in a chain spread across locations. As the name suggests, a CRS effectively centralizes the property wise reservation related data from the property management system, call center and phone reservation system.

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INSIGHT HOTELIER - 06 | March - May, 2016

Significance of CRS for Chain Hotels in Africa Hotel industry across the African continent is set to grow in near future.

Undersupply of quality hotel rooms in such a vast region is the main reason for this prediction. Riding high on the back of Africa’s strong tourism prospects, several globally leading hotel chains are investing heavily across the region. 1Around 270 hotel chains with over 30,000 rooms are expected to be added to the continent’s existing inventory in near future.

Review SkyRes Looking at the inevitable further growth in chain hotels, it is quite advisable for hoteliers to adopt a smart Central Reservation System like SkyRes from IDS Next. This cloud based central reservation system has the capability to support multiple properties in a chain or group in making reservation and managing

inventory and rates quite efficiently.

Implemented at the chain hotel’s central reservation office, SkyRes centralizes and organizes reservations, guest information and inventory related data in one place for easy access and management.

Most importantly, it acts as the central reservation office and delivers bookings to multiple properties in a chain.

For chain hotels, SkyRes, a cloud based CRS built on Microsoft’s Azure platform ensures that all bookings made across properties are accurately captured in the PMS. It integrates seamlessly with FortuneNEXT 6i Hotel ERP and offers users a real-time, best in class, end-to-end reservation solution. It also provides users a dashboard which displays the status of critical KPIs including availability, rates, reservations, travel agent and corporate performance and revenue generation reports etc. Skyres enables users to

HOSPITALITY AUTOMATION achieve higher conversions in direct booking thereby benefitting the hotel to maintain profitability. It is also a scalable platform that allows integration of a wide variety of systems ranging from revenue management, BI tools, CRM and mobility etc.

Itinerary booking With SkyRes in place, users can accept bookings for multiple properties in one go. When a guest wants to book multiple hotels in a chain, the central reservation office can take the guest information once and go ahead with the itinerary booking.

Receive bookings from across the globe For your chain hotel operating in Africa, SkyRes provides the ultimate platform to receive bookings from across the globe.

SkyRes allows the chain hotel’s central reservation office to assign travel agents (including OTAs) separate log-ins to receive booking from a growing number of audiences. Even the hotel’s CRO can assign log-ins to Corporate Organizations and empower them to book rooms as per their requirements.

Hotel users, travel agents, tour operators and corporates can take advantage of the itinerary booking function to make reservations with multi properties in distributed geographies within the group. Thus it helps them to avoid booking individual hotels. Also chain hotels operating in Africa will have the option to promote additional customized services as non-room items like spa, gym, safari visits directly to their customers.

Hotels using SkyRes will have the option to allocate rooms to travel agents, tour operators and corporates. Plus, hotels can also analyse the performance of travel agents, tour operators and corporates.

TA allocation enables the hotel to take advantage of its distressed inventory and identify effective TA/TO through productivity reports.

Set BAR rate to boost room sales SkyRes users will have the ability to define Best Available Rate (BAR) and create reservation across all the properties.

This helps hotels sell maximum rooms by attracting more customers. With this, hotels can have the ability to create rates on the fly for selected or all properties within the group to take advantage of

the demand based pricing. Users can also set daily rates based on week days and weekends and special occasions.

Additionally, users can preview a set of operational reports in the SkyRes dashboard including amend/cancel arrival report, booking details report, collection summary report, expected arrival report, group arrival report, no show report, productivity report and reservation departures etc.

Other functionalities • Single click email reminder to all guests with advance deposit pending • Email History for each booking • Option for extra charges, revenue discount, traces and guest note • Group Booking functionalities - group billing instructions, group leader • Boost revenue by selling non-room items during a booking • Travel Agent / TO/Corporate login, Option for agent allocation & related report • ability to create BAR rates for hotels with in the group • Block and release allocation inventory for Travel Agents.

Central Rift Hospitality Conference & Exhibition

Date: 20 - 21 April 2016 Venue: Nakuru

Theme: Technology trends and Innovation in Hospitality Industry

More Information about the event Exhibition, attendance cum sponsorship please contact Insight Hospitality Events Tel: +254 735 350 690 / +254 725 350 690 Email: events@insighthospitality.org INSIGHT HOTELIER - 06 | March - May, 2016

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HOSPITALITY TRENDS

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HOSPITALITY TRENDS

The changing outlook of modern hospitality

By Ronald Rotich

I

n the contemporary world, independent hotels and restaurants are fast emerging and their owners find it challenging to balance functionality and newest design trends to guarantee a smooth and personalized experience for the customer.

The hotel industry is therefore expected to adapt to social changes through refurbishments or complete change in design of their premises but still provide quality experience for their guests; well established and new hotels alike.

Whether luxury hotels, tourist hotels or business hotels, growing areas that hoteliers focus on include: local art, rethinking lobby configurations, pet accommodation, guest room set ups, adjusting to the tech savvy traveler and focus on personalizing luxury.

Lobbies are no longer mere space areas for guests who are waiting to check in.

They’ve changed to multi-use spaces where occupants of a hotel can meet for formal as well as casual talks, work on their personal computers and even plug in their multimedia devices.

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INSIGHT HOTELIER - 06 | March - May, 2016

A simple waiting sofa is no longer enough for lobbies. Hoteliers are now expected to partition lobby spaces to ensure that there is space for intimate and social interactions.

The use of high-back chairs can ensure this since they provide a sense of privacy from other guests in the lobby.

A majority of modern business hotels have extra charging outlets and WiFi adapters fitted in the lobby area specifically for individuals that find this

space comfortable for working on their mobile devices and laptops.

Some hotels have also gone an extra mile of providing wireless printers for guests who are working on their projects.

They can then print wirelessly from any section of the hotel. Multimedia stations and indoor waterfalls are also growing trends in designing the modern lobby.

Most business hotels still have dedicated business centers that are set up for the corporate traveler. However, there are

some hotels that are breaking this trend through providing movable tables and desks in their lobby area. Design experimentations have seen desks fitted with outlets for various gadgets for the guests’ convenience. Some hotels have also adopted beds with reinforced headboards that allow their guests to sit comfortably and work in their rooms.

“Hoteliers have to align the hotels with the changing trends of their target guests - Business or Tourists and avail them with what they require to remain competitive like Wi-Fi, Gyms & Spa etc.”

As tourist hotels and resorts look to identify with their location (country or region), focus on local art within their premises is another growing trend.

REACH YOUR TARGET AUDIENCE AFFORDABLY

From large scale art installations to photographs of local wildlife and sculptures, hotel owners have recognized how integrating local art into their design schemes enhances how guests identify with the hotel and promotes tourism.

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INSPIRATIONAL SPEAKERS INCLUDE:

Leasing transforms retail sector

INSPIRATIONAL SPEAKERS INCLUDE:

Customer Service in Retail

Dr David North CORPORATE AFFAIRS & GROUP STRATEGY DIRECTOR | PICK N PAY Jeremy Hodara CO-CEO | AFRICA INTERNET HOLDING Grant Brown COO | ZANDO Greg Azzopardi MANAGING DIRECTOR RETAIL ESTATE | MR PRICE Ramanathan Hariharan CEO | MAX, LANDMARK GROUP Greg Solomon MANAGING DIRECTOR | MCDONALD’S SOUTH AFRICA Christine Service COUNTRY MANAGER | DISNEY

PART OF THE

- Omni-Channel retailing

CO-SPONSOR:

2ndFORUM

3RD EDITION

MEDIA PARTNER:

4

PART OF THE

BROUGHT TO YOU BY:

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4th >>Retail Payment Trends 2014 2nd

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DEC. 2015 December 2015 2014

INSIGHT RETAIL #11 | OCTOBER - DECEMBER, 2015

>> Dos & Don’ts

Dispensing trends in Retail

RETAILERS’ & AWARDS th

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Dr David North CORPORATE AFFAIRS & GROUP STRATEGY DIRECTOR | PICK N PAY Jeremy Hodara CO-CEO | AFRICA INTERNET HOLDING Grant Brown COO | ZANDO Greg Azzopardi MANAGING DIRECTOR RETAIL ESTATE | MR PRICE Ramanathan Hariharan CEO | MAX, LANDMARK GROUP Greg Solomon MANAGING DIRECTOR | MCDONALD’S SOUTH AFRICA Christine Service COUNTRY MANAGER | DISNEY

- Case study outlook

CO-SPONSOR:

• North Rift Region • Central Rift Region • Nairobi Region

December

1

INSIGHT RETAIL #12 | FEBRUARY - APRIL 2016

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EDITION 06 | MARCH - MAY 2016

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ISSUE 08 / OCTOBER - DECEMBER 2014

HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE

772305

ISSN 2305-5561

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DEFINING REGIONAL STRATEGIES

ISSUE 08 / OCTOBER - DECEMBER 2014

ISSN 2305-5561

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RETAIL BUSINESS INTELLIGENCE

RETAIL BUSINESS INTELLIGENCE

ISSN 2305-5561

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EDITION 03 | APR - JUN, 2015

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EDITION 03 | APR - JUN, 2015

EDITION 04 | AUG 15TH - NOV 15TH, 2015

HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE

Unlocking Africa’s retail opportunities

Unlocking Africa’s retail opportunities

Hospitality Outlook

BE PART OF THE DISCUSSION BOOK TODAY TO RECEIVE 15% DISCOUNT | QUOTE: AFRA15 T: +44(0)203 033 2020 W: www.retailcongressafrica.com E: info@retailcongressafrica.com

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Automation Bakery innovation & Insights Hospitality Trends: + Loyalty program evolution in retail INSPIRATIONAL SPEAKERS INCLUDE:

>>Furniture & Cutlery Restaurant Trends Leasing transforms retail sector >>Restaurant Management Dispensing trends in Retail Retail Technology& trends 4 >>Training Events

Dr David North CORPORATE AFFAIRS & GROUP STRATEGY DIRECTOR | PICK N PAY Jeremy Hodara CO-CEO | AFRICA INTERNET HOLDING Grant Brown COO | ZANDO Greg Azzopardi MANAGING DIRECTOR RETAIL ESTATE | MR PRICE Ramanathan Hariharan CEO | MAX, LANDMARK GROUP Greg Solomon MANAGING DIRECTOR | MCDONALD’S SOUTH AFRICA Christine Service COUNTRY MANAGER | DISNEY

- Case study outlook

CO-SPONSOR:

MEDIA PARTNER:

PART OF THE

Hospitality Furniture

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INSPIRATIONAL SPEAKERS INCLUDE:

Restaurant Leasing transforms retail sector

Trends

Dr David North CORPORATE AFFAIRS & GROUP STRATEGY DIRECTOR | PICK N PAY Jeremy Hodara CO-CEO | AFRICA INTERNET HOLDING Grant Brown COO | ZANDO Greg Azzopardi MANAGING DIRECTOR RETAIL ESTATE | MR PRICE Ramanathan Hariharan CEO | MAX, LANDMARK GROUP Greg Solomon MANAGING DIRECTOR | MCDONALD’S SOUTH AFRICA Christine Service COUNTRY MANAGER | DISNEY

BROUGHT TO YOU BY:

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December

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Central Rift Conference & Exhibition: April 20 - 21, 2016

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ELECTRONIC SCALES & WEIGHING SYSTEMS FOR HOSPITALITY & RETAIL INDUSTRY, AGRICULTURE, MEDICINE AND COMMERCE.

ELECTRONIC SCALES & WEIGHING SYSTEMS FOR HOSPITALITY

“Accuracy, quality & service”

This and other growing trends are being adopted by most hotels in the industry in order to ensure a smooth experience for every guest in their premises. It is therefore a race towards attracting more customers but still delivering quality and personalized services according to their needs.

ISSN 2305-5561

Unlocking Africa’s retail opportunities

T: +44(0)203 033 2020 W: www.retailcongressafrica.com E: info@retailcongressafrica.com

DEFINING REGIONAL STRATEGIES

Yoga sessions are now part of luxury as much as they’re part of wellness and fitness. This has seen the provision of yoga mats in guests’ rooms as well as instructional videos for watching on room TVs.

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Unlocking Africa’s retail opportunities

Parks for dogs to play on are also common changes with such hotels. The accommodation of pets as part of the family encourages repeat visits by the guests who might not find such services in other hotels.

The contemporary tourist will be looking for something more than the warm shower and a regular bathtub that he or she left at home and spa-like bathrooms is what such a guest would prefer. Features include large bathtubs, waterfall showers, large towels, rose petals, bubbles, essential oils and beauty products.

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EDITION 012 | FEBRUARY -APRIL 2016

BOOK TODAY TO RECEIVE 15% DISCOUNT | QUOTE: AFRA15

Luxury in the hospitality industry is no longer what it was two decades ago with more hotels adopting in-house spa and related luxury. However, there are hotels that are known for developing spa-like bathrooms for guests at an additional charge.

ISSUE 08 / OCTOBER - DECEMBER 2014

RETAIL BUSINESS INTELLIGENCE

3-4 NOVEMBER 2015 WESTIN HOTEL CAPE TOWN

BE PART OF THE DISCUSSION

This is aimed at encouraging physical interactions among guests and their families. In addition to this, more tourist hotels are adjusting to accommodating their guests’ pets through providing various amenities which include specialized menus for pets, bowls, beds, leashes, toys and even pet massages.

ISSN 2305-5561

RETAIL BUSINESS INTELLIGENCE

DEFINING REGIONAL STRATEGIES

EDITION 011 | OCTOBER-DECEMBER, 2015

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ISSUE 08 / OCTOBER - DECEMBER 2014

RETAIL BUSINESS INTELLIGENCE

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Now available in...

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Unlike most business hotels that provide complimentary Wi-Fi within their premises for guests to stay connected, some modern tourist hotels limit areas covered by internet connections.

& RETAIL INDUSTRY, AGRICULTURE, MEDICINE AND COMMERCE.

Weighing solutions at: Engineering Development Ltd. INSIGHT HOTELIER | APRIL - JUNE, 2015 Tel: +254 703 55 77 64, 0733 55 77 64. Email: engdev@africaonline.co.ke th th INSIGHT HOTELIER - Edition 04| Aug 15 - Nov 15 ,2015

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“Accuracy, quality & service” Weighing solutions at: Engineering Development Ltd. INSIGHT HOTELIER | APRIL - JUNE, 2015 Tel: +254 703 55 77 64, 0733 55 77 64. Email: engdev@africaonline.co.ke INSIGHT HOTELIER - 06 | March - May, 2016

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Contact us today for special advertising rates:

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HOSPITALITY PAYMENT TRENDS

Growth of Mobile Payments in the Hospitality Industry Boosting Revenue Travelers found to favor mobile payments as industry players embrace the fast-growing trend.

Apart from bolstering a customer-centric environment, m-payments are also presenting a unique gain to the suppliers by hugely cutting on transaction costs; this in turn lowers the total operating cost for businesses thereby driving revenue while maintaining efficiency.

But this, unlike many technology-driven innovations seem to be created by an actual demand; creating a bank of sorts for he ‘unbanked’ and in environments where other financial services are either inaccessible or simply unreliable. The most outstanding aspect of mobile banking/payments is that it transcends the need for sophisticated operation systems and applications to perfectly function on basic feature phone models.

By Cyrus Onyiengo – Country Manager Jovago he growth of mobile financial services in Kenya has created quite a buzz across continents in the last few years; with analysts placing the exponential sector way above ‘conventional’ banking services as more and more people embrace the wave of convenience. Opinion leaders continue to attribute this growth to its convenience and accessibility, cost-effectiveness and the security guaranteed by cash-less trading.

T

A report released by the Communication Authority of Kenya valued mobile payments in the first half of 2015 at KSh 1.3 trillion; a notable growth compared to KSh 1.1 trillion through the same period in 2014. This places the country on the top of the pack in the SubSaharan region.

The Kenyan hospitality industry has not been left behind either, in a recent report launched by hotel booking site, www.jovago.com, mobile payments appear to gain more favor at 29% of as compared to card payments at 24% of total customers who used the site in the first half of 2015.

“The sector is going through a profound transformation as consumers drive the demand for one-stop-shop kind of convenience” says Cyrus Onyiego, the Country Manager at Jovago. ““Mobile payments are taking over the sector, as different suppliers on the chain steadily shift from conventional platforms to embrace this growing trend”

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INSIGHT HOTELIER - 06 | March - May, 2016

According to a recent report by Technology and ICT provider Ericsson, Africa is fast approaching the 1 billion mobile phone subscriber mark; having recorded 910 million users in the the first half of the year. The report brings to attention the rapid growth well reflected in an impressive 21 million new mobile subscriptions in the first quarter alone.

“Mobile payments are taking over the sector, as different suppliers on the chain steadily shift from conventional platforms to embrace this growing trend”

As mobile payments become more popular in the sector, it is important for merchants to adopt supportive practices that will enhance ease and speed of use like creating Paybill and Business number for their property as well as pass this information to OTAs and third party agencies.

Creating loyalty through incentives such as discounts for items purchased via mobile, launching interactive apps and generally being in reach will all go a long way in promoting this.

The option must also be cheap, safe, easy and accessible as compared to other conventional service for any guest to consider it as a viable and better option.

HOSPITALITY PAYMENT TRENDS

One-on-one with Kate Gathii, Marketing Manager, 3G Direct Pay What are the payment solutions that 3G Direct Pay offers?

3G Direct Pay provides the freedom to pay and get paid from anywhere in the world by offering a complete end to end payments solution.

We provide multiple payment solutions, email…. Direct…. Website integration (API)….. Mobile app POS and more… we also accept all cards Visa, MasterCard American Express, PayPal. Cross border mobile money payments Mpesa, Tigo Pesa, MTN, Airtel Money and Vodacom.

What sets you apart from other payment platform providers?

Our End to End solution provides multiple solutions in a single platform all over the African continent, we also providing a Pan African PCI DSS level 1 solution which places us ahead of any other solution The PCI DSS certification is a comprehensive best practices standard for managing any business that comes into contact with credit card and other online payments information.

As a payment service provider for hotels, airlines, tour operators, travel agents and other ecommerce businesses throughout Africa, it is essential that we comply with the highest standards of security in the industry. We are delighted to be the first in Africa to have this certificate

What measures have you take to ensure that your services are safe and secure?

As part of the international safe and security standards set by Visa and MasterCard we are PCI DSS Level 1 certified, which is the highest security level in the payments industry. In addition we have a team of highly trained and professional individuals in our fraud prevention department that monitors different parameters at real-time in all out transactions With a vision of Kenya’s economy growing over the years, what measures have 3G Direct Pay set in place to ensure that you remain ahead and relevant in hospitality industry?

Innovation, standards, security and service level, these are the main foundation of our solution. By maintain this principles we will always be in the front of the market, we aim to keep our leadership for many more years Dealing with Hoteliers could sometimes be difficult. What are the major Challenges that you face?

The concept of accepting online payments is still not embraced by many especially in Kenya, not knowing that they can attract the hidden customers those that visit their website for bookings can become paying converted customers.

benefit of having such solutions at place will grow their business.

For Merchants, what are the basics that one should know when he wants to use 3G direct pay?

Our solution is a plug-and-play solution, for the merchants, there is very little they need to know or to do and in addition it accepts all currencies so it can be used anywhere In your perspective, what is the biggest milestone that hoteliers need to overcome to fully embrace cashless transactions and how would this benefit them?

When the hotels industry will reach 40% to 50% of online booking and payment then it will start see huge increase in bookings, exposure and much more revenues Do you think the government and other policy makers have done enough to promote the move on cashless payment?

Yes and no, yes because they always adding more regulations and more policies which supports this industry, No because we still far behind the western world when it comes to payments

From our end 3G Direct Pay looks at is as an opportunity and not a challenge. It’s an opportunity to show the hoteliers the INSIGHT HOTELIER - 06 | March - May, 2016

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INSIGHT HOTELIER - 06 | March - May, 2016

HOSPITALITY AUTOMATION

Emerging Trends: Hospitality industry automation

T

he hospitality industry has seen tremendous changes with each passing decade and technology is among them. What was once an industry filled with hotels for just spending the night is now a broader industry with each hotel keeping up with technology to offer better services to customers. Customers, on the other hand, are quick to adjust to automation of the industry for their own convenience.

New levels of customer service have been reached through various aspects of hospitality industry automation which include the following: i. Online reservation systems How customers search for hotels and make reservations has transformed. Traditionally, a traveler would ask for recommendation on the best hotels from friends and family.

However, the 21st century traveler prefers looking for hotel reviews on search engines such as Google, Bing and Yahoo. This goes hand in hand with online booking systems that the industry has adopted.

Basically, a customer will log onto the preferred hotel’s website, give his or her details and decide on specifications that he or she needs for their room. Previously, there were limitations in booking because no one was available to pick your call at night hours or weekends.

Online booking systems got rid of this hence customers can make reservations at any time of the day. Hotels, however, have a decision to make here whether to use a third-party booking system or develop one of their own. ii. Cloud solutions The integration of cloud technology and hotel operations has also grown in popularity over the past decade. Cloud technology has the reputation of making the world a smaller place as hotels can monitor and manage their multiple properties from one single point.

Cloud based PSM (Property Management Software) can now be used to monitor and recognize patterns in their customers’ experience. With this data, hotels can develop customized experiences for their corporate or loyal customers.

Losing data that is in an on-site physical location is now a thing of the past with cloud technology storing it securely and remotely. In addition to these, hotel staff can now process bookings, orders and payments directly through varied devices such as smart phones or tablets due to cloud-based POS (Point-Of-Sale). iii. Mobile check-in and keyless entry Mobile room keys have emerged and go hand in hand with online booking. With this technology, guests can now check-in digitally though their tablets and smart phones without the need of stopping by the front desk. This, for any hotel, will reduce the crowding at the front desk and at the same time cut labor costs.

Through an app, the guest’s ID on his smart phone or tablet is assigned to the reserved room. Once their stay is over, the guest can also check-out digitally, without the help of hotel staff. However, there are guests that still prefer the traditional check-in hence hotels should consider this when adopting the new technology.

iv. Smart automation and control systems Many hotels have now adopted automation and control systems which automatically turn their premise into a smart hotel. For the management, this means that they can centrally control HVAC (Heating, Ventilating and Air Conditioning), outdoor lighting, drapes and appliances within the hotel with just a touch. Guests also take advantage of these systems because they can easily control the lights, adjust temperature set points in their rooms or also change fan speed all from mobile devices.

Such smart room systems are usually integrated to a single system where hotel management can easily operate the rooms from. The automation means that systems will automatically switch off when the guest checks-out: curtains close, the lights dim, fan stops or even the air conditioning system dials down.

The number of tech savvy visitors is on the rise with guests checking in with one or two smart devices in their possession.

The need to stay connected to such guests is fundamental hence more hotel entrepreneurs are now warming up to technology and automation of the industry as it guarantees self-sufficiency and cuts down their operational costs. With this in place, hotel staff can then focus more of their attention on guest relations and offering a seamless experience to visitors.

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HOSPITALITY SUBSCRIPTION LISTING Insight Publication, the Publishers of Insight Hotelier magazine has dedicated some pages on our hospitality magazine to cluster hotels in the selected regions as below. The hotel listing will drive the cutting edge of aligning hotels who have subscribed to the publication and as per their rating status as directed by Tourism Regulatory Authority Kenya.

We do urge hoteliers to subscribe for the magazine and also enjoy sending their delegates to our regional Insight hospitality conferences and Expo’s scheduled to be done annually as per the event calendar on the next page.

HOTEL LISTING CLUSTERS PER REGION Sample of Listed Hotel: Kerio Resort & Conference Centre P.O. BOX 448 – 30700 Iten – Kenya Tel: +254 774 021 977 Email: kerioresort@gmail.com www.kerioresort.com Rating: Not Rated.

Services: Accommodation -30Pax / Conference Facility / Swimming & Event Location: North Rift Region, 60Kms from Eldoret on Eldoret - Kabarnet Road. ************************************* Nairobi Region Kempinski Hotel Intercontinental Hotel Crowne Plaza Safaripark Hotel Ole Sereni Hotel

Western and Nyanza Region Royal Hotel Imperial Hotel

Kitchen Solutions

Legacy Hotel

Nairobi Kitchen Care Ltd Sheffield Steel Systems Ltd Benham International Ltd EGA Ltd Kitchen & Laundry Professionals Serviscope E.A. Ltd

03

Kakamega Golf Hotel Bungoma Tourist hotel Coast Region Ocean Village Club Afrika Pearl and Spa

Southern Palms Beach Resort Central Rift Region

Hardware & Automation Solutions

Merica Hotel - Nakuru

Mustek East Africa Ltd IDS Next Business Solutions Aspire Software Ltd

Pride inn Hotels – Diani ,

Tea Hotel - Kericho Enashipai Resort & Spa – Naivasha Lake Bogoria Spa and Resort

Furniture & Fittings

Mt Kenya Region & North Eastern

Mango Ltd Hirley’s Furniture Creative Living Ltd

Alba Hotel Meru Slopes Hotel Falcon Heights - Nanyuki The Aberdare Country Club Sagana Getaway Resort

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INSIGHT HOTELIER - 06 | March - May, 2016

Cutlery Solutions EAGM Clique Ltd CTL Ltd Lucky Interiors Ltd

Harmingways Watamu

North Rift Region Sirikwa Hotel The Pearl Hotel The Boma Inn Hotel Starbucks Hotel The Noble Hotel Royalton Hotel

HOTEL SUPPLIER LISTING BY SERVICES

Hospitality Mattresses Silentnight Ltd Slumberland Ltd Dr. Mattress

SUBSCRIPTION Get your copy delivered to your doorstep by subscribing to the magazine

HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE

SUBSCRIPTION FORM

Cheques payable to Insight Publications.

Cash payments done through MPESA only.

LIPA NA MPESA TILL NO. 248816

LIPA NA

Subscription entitles you to: 1) A free entry to our partner Hospitality Conferences/Events.

2) 4 copies of each edition delivered every quarter to your premises.

Yearly subscription Rates

3) Bronze listing of your Hotel, Resort etc on the Hotelier Magazine.

Kshs. 5,800/= Ushs. 15,000/= Tshs. 10,000/= Return completed forms with payment of your choice to Insight Publications. P.O. Box 36106 City Square 00200 Nairobi Kenya

Where digital meets paper Magazines •• Annual Annual Reports Reports •• Magazines Catalogues • Newsletters Flyers Catalogues • Newsletters •• Flyers Brochures •• Posters Posters •• Wall, Wall, Table Table •• Brochures and Shipping Shipping calendars calendars •• Note Note and Pads • Desk Diaries • Book printing Pads • Desk Diaries • Book printing Labels.

•• Labels.

Colourprint Ltd. Ltd. Colourprint O. Box Box 44466 44466 -- 00100 00100 -- GPO, GPO, Nairobi, Nairobi, Kenya.

Kenya.

P.P. O. Industrial Area Road-C, Off Enterprise Rd. Industrial Area - Road-C, Off Enterprise Rd. Mob: +254 +254 722-203 722-203 645 645 // 0733-203 0733-203 645 645 Mob: Wireless: +254 +254 20 20 2101740 2101740 // 41 41 // 42 42 Wireless:

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info@colourprint.co.ke, colourprint.nairobi@gmail.com colourprint.nairobi@gmail.com info@colourprint.co.ke, “Producing New New Impressions Impressions of of Excellence” Excellence” “Producing

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hospitality

Event Calendar 2016

Conferences & Expo

Insight Publication will this year start reaching out through events to the hospitality Industry as part of enhancing our reach out programme to the industry apart from the publication – Hotelier magazine which is a quarterly B2B magazine for the hospitality industry and beyond.

Our main objective is to creating a platform of sharing with hoteliers the new trends, technological changes, training solutions as the supplier get to network and offer solutions to the industry based on the new developments in the industry among others with the support of industry stakeholder.

Who should attend:

Hotel owners, Managers, Head of Departments / supervisors from hospitality sector covering all classes of Hotels, Camps, Lodges, and Resorts within the cluster regions as below.

Duration of the event: All our 2016 events will be a 2 day event per region which will include short seminars cum conference sessions, Exhibitions by solution providers and exceptional cases studies by solution providers.

To be held once annually

Region

Venue: Nairobi - Kenya < Dates to be confirmed>

Seminar Period

Nairobi Regions Central & South Rift Region

National event* April 2016 (3rd Week)

Event Venue Nairobi Nakuru

North Rift June 2016 Region (3rd Week) Central Kenya & August 2016 Eastern Region (3rd Week)

Eldoret

Western & Nyanza Region

Kisumu

Coastal Region

September-2015

(3rd Week)

November 2015 (3rd Week)

ď&#x201A;ˇ

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Nyeri / Meru

Mombasa

Hoteliers from the following towns to attend Machakos, Thika, Limuru, Nairobi & Adjacent towns cum Hoteliers from other towns can attend.

Naivasha, Gilgil, Nyahururu, Olkalau , Njoro, Elburgon, Molo, E/Ravine, Narok, Masai Mara, Nakuru cum adjacent towns.

Kapsabet, Nandi-Hills, Kitale, Iten, Kabarnet, Eldoret cum adjacent towns.

Embu, Nkubu, Chuka, Maua, Chogoria , Isiolo, Meru, Muranga, Embu, Nanyuki, Nyahururu, Karatina, Narumoru , Nyeri cum adjacent towns.

Kakamega , Mumias , Nambale, Busia, Bungoma, Webuye, Malaba, Siaya, Ugunja, Vihiga, Kericho , Sotik, Bomet, Keroka, Migori, Homabay , Rongo, Kendubay, Oyugis, Kisii, Kisumu cum adjacent towns.

Voi, Kilifi, Diani, Malindi, Mtwapa, Lamu, Mombasa cum adjacent towns.

Respective dates to be confirmed in due course***

RIC Ltd, P.O. Box 36106-00200 Nairobi - Kenya; +254.735 350 690/0725 350 690; info@insightretails.com / www.insightretails.com or www.insightpublication.org

INSIGHT HOTELIER - 06 | March - May, 2016

KENYA | Karuna Hse Commercial/Enterprise rd Junction Industrial Area, Nairobi Tel: +254.728 607 000 e: info@securityworldtech.com UGANDA | Ntinda Ind. Area Plot M275, Opp, Britania Kampala Tel: +256 414 223 1767 Cell: +256 782 115 464 e: info@securityworldtech.co.ug RWANDA | Kigali , Remera, Kisimenti Tel: +250 252 581 741 Cell: +254 788 382 626 e: info@securityworldtech.co.rw TANZANIA | Hifadhi EPZ Ubungo, Off Morogoro Rd , Dar Es Salaam, Tel: +255 22 277 3391 Cell: +255 767 607 000 e: info@securityworldtech.co.tz INSIGHT HOTELIER - 06 | March - May, 2016

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EDITION 03 | APR - JUN, 2015

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EDITION 04 | AUG 15TH - NOV 15TH, 2015

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EDITION 03 | APR - JUN, 2015

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HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE

HOSPITALITY MOBILITY Guest Satisfaction Insights Hospitality Trends:

>>Furniture &Automation CutleryTrends >>Restaurant Management >>Training Events # Payment &&Automation 8 th 26 - 2

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2015

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ELECTRONIC SCALES & WEIGHING SYSTEMS FOR HOSPITALITY & RETAIL INDUSTRY, AGRICULTURE, MEDICINE AND COMMERCE. “Accuracy, quality & service”

Theme:“getting back on track” www.mombasahotelshow.com

For further information, email info@slujan-events.com for sponsorship and advertising details

Steven Owuor: +254 720 45 99 89 : steve@slujan-events.com / Harrison Ng’ang’a: +254 723 96 93 29: harrison@slujan-events.com Lucy Gacheru: +254 722 51 89 65 : lucy@slujan-events.com

Hospitality Training & Events

ELECTRONIC SCALES & WEIGHING SYSTEMS FOR HOSPITALITY & RETAIL INDUSTRY, AGRICULTURE, MEDICINE AND COMMERCE. “Accuracy, quality & service”

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Connecting Businesses

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