Insight Hotelier Magazine Edition 08

Hospitality Technology Software & Hardware > Housekeepers & Industry Trends

> Hospitality Events

KISUMU - 12TH - 13TH OCTOBER 2016 MOMBASA - 16TH -17TH NOVEMBER 2016 INSIGHT HOTELIER - 08 | SEPTEMBER - NOVEMBER, 2016 www.insighthospitality.org

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HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE

ISSN 2305-5561

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EDITION 08 | SEPT - NOV 2016

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The lighting and décor need to be perfect.

Why not the air?

Designing a commercial space means agonizing over every detail. And what detail could be more important than the quality and comfort of the air in which people shop and work and learn and dine? Introduce your customers to the superior performance of Emerson’s complete line of Copeland Scroll™ modulating technologies. From our mid-tier digital to our state-of-the-art, variable speed scroll, Emerson solutions are the final detail that gives a place great atmosphere.

Literally.

www.EmersonClimate.com/DesignerAir The Emerson logo is a trademark and a service mark of Emerson Electric Co. © 2016 Emerson Electric Co.

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Editor’s Note

elcome to the 8th Edition of the Insight Hotelier Magazine: our quarterly business publication distributed for free to hoteliers in major towns of the country and to members of hotelier associations such as Kenya Coast Tourism Association (KCTA); Pubs, Entertainment and Restaurant Association (PERAK); Kenya Association of Hotel Keepers and Caterers (KAHC); North Rift Tourism Association (NRTA); Mt. Kenya Tourism Association Circuit; Upper Eastern Tourism Association Circuit (UETAC) and Lake Victoria Tourism Association (LVTA) among others.

In this edition, we strive to address various topics relating to the industry such as Automation & Technology trends, Hospitality Housekeeping, Customer Care and Marketing with the global benchmark of the best practices among other insightful topics for hoteliers.

The Insight Hospitality Conference and Expo is a reach out program on one-to-one meetings with owners of hotels, restaurants, resorts & camps in six (6) regions in Kenya as per the event calendar. Its main objective is creating a hoteliers and suppliers network as well as sharing experience and best practices for the betterment of the industry. So far we have conducted the event in four (4) regions (North-Rift, Nairobi, Central-Rift & Mt. Kenya regions) with two regions remaining – Western/Nyanza region and Coastal region.

Titus Korir, Managing Editor

CONNECTING HOTELIERS//

The above reach outs won’t have been a success without our partners - suppliers, associations and government stakeholder institutions - and we do appreciate them for their support so far. We encourage esteemed suppliers, industry players and stakeholders to continue using our platforms of the Insight Hotelier publication or the Hospitality Expo to showcase their products and services as a way of reaching out to their target clientele. They are also urged to build their brands countrywide with the global reach using the online platform.

Hoteliers are also advised to subscribe to the magazine so as to get direct delivery to their hotels as well as get listed on the magazine at every edition. Subscribers also enjoy free entrance for two delegates to our regional and national Insight Hospitality conferences and expo during the entire period of subscription.

The magazine is available online from the portal http://insightpublication.org/ and you can share your comments and contributions via email: hotelier@insightpublication.org nor visit our online portal www.insighthospitality.org for more information Finally, we thank all our readers and all hospitality stakeholders for your tireless support and contribution.

As we embark on the growth of the industry, we are pleased to work with you.

Enjoy Reading…

FIND OUR COPIES AT ONLINE...

www.insightpublication.org INSIGHT HOTELIER - 08 | SEPTEMBER - NOVEMBER, 2016

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CONTENT Pg 6 TECHNOLOGY TRENDS

MAGAZINE

Have Efficient Control Over Your Hotel Operations With Pulze 247 Mobile Analytics App

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

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e. hotelier@insightpublication.org www.insightpublication.org

Editorial team Titus Korir Ronald Rotich

HOSPITALITY SERVICE

Benefits to expect from Customer Service Training Programs

Advertising Robert Kemboi Anita Rotich Subscription & Distribution Ronald Rotich

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Contributors Rajesh Yadav Lilian Gaitho

HOUSEKEEPERS ASSOCIATION

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

Trends and best practices for the modern housekeeper

©2016 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.

Pg 17 HOSPITALITY INVESTMENT Advancements in Kenya’s hospitality industry

Is Now Mandev Complex, Mombasa Road | P.O. Box 30223 - 00100 Nairoi Kenya Tel: +254 738 703 983 | +254 727 762 242 | Email: info@uni-eastafrica.com | www.uni-eastafrica.com 4

INSIGHT HOTELIER - 08 | SEPTEMBER - NOVEMBER, 2016

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HOSPITALITY TECHNOLOGY

Have Efficient Control Over Your Hotel Operations With Pulze 247 Mobile Analytics App mentioned operational parameters of your hotel business Room Summary Even when away from the hotel or travelling, Pulze 247 allows you to view the hotel’s room inventory status real-time in breakups like number of rooms that are out of order, out of service, total rooms and availability of number of rooms to sell etc. Also, its lets you know the total number of complimentary and house use rooms for the day.

Activity It allows you to keep an eye on your properties’ reservation related data like number of walk-ins, day use rooms, expected departures, actual departures, stay overs, actual arrivals, early departures and extended stays etc.

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he growth of mobile and mobility apps has led to the rise of a whole new world of endless opportunities in the hotel industry across the globe. Not only guests or travelers are getting engaged with their mobile devices or apps, hoteliers too have realized the importance of this increasing trend. Today’s smart hoteliers are also exploring several options to go mobile and bring in the much needed mobility to their business ecosystem.

Hoteliers or ot her senior personnel in a hotel establishment are a busy lot. They need to take care of many things across properties in multiple locations. To ensure smooth operations, they need to know about various aspects of their operations. Until now, they were heavily dependent on the Hotel ERP or Hotel PMS to extract relevant information. In this scenario, either they have to be at the property or they have to call up respective department heads to get the desired information. This is where a smart mobile analytics app can play a significant role. With such a mobile analytics app, users can access all the essential information on their mobile phones while on the go.

IDS Next raising the bar through Pulze 247 Being an internationally reputed hospitality technology solution provider, IDS Next is always committed to empower hoteliers

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technologically. We understand that in order to be able to take better decisions, hoteliers (senior management personnel) should have easy and faster access to business critical data on their daily operations. They need to be informed with real-time data. And to do this, they would have to have access the Hotel ERP. But, what if the owner or the general manager is not at the property?

Pulze 247 is downloadable on smartphones or tablets and integrated into our all-inone FortuneNEXT 6i Hotel ERP. This mobile analytics app helps decision makers to access reports and vital statistics stored in their FortuneNEXT 6i Hotel Management System over their mobile devices. Thus, it assists hotel owners or general managers in keeping close track on their business, get real-time reports whenever and wherever they want.

Know your hotel position on the move The dashboard of Pulze 247 is comprehensive and configurable by the user and can include multiple data types. The dashboard enables users to click on a single property to view required information. User can also select the chain to view the chain wise information. With this app at their fingertips, users can review and analyze department wise parameters with ease.

Pulze 247 gives you reports on below

INSIGHT HOTELIER - 08 | SEPTEMBER - NOVEMBER, 2016

EOD Projection Through this app, you can access valuable data on total revenue, maximum occupancy and no show etc. Thus, you will be in a better position to know how your hotel is going to fare by the end of business day.

Revenue Comparison Pulze 247 shows revenue performance for the day/month/year. You can even compare the flow of your revenue from heads including room sales and food & beverages sales.

Keep track of your business coming from corporate clients Pulze 247 lets you know the name of your top 10 corporate clients giving you maximum business. Along with this, you can also have the names of your corporate clients who have not given business for last six months. Additionally, you will also get to know the corporate contracts that are due to expire soon.

At IDS Next, we understand that as your hotel business grow, you need to be at a vantage position to keep a close eye on every part of your operations. And we are here to help you in that. Now, if you are a hotelier operating in Africa and want to be a part of this mobile revolution, you may consider many benefits of Pulze 247.

To know more about Pulze 247, get in touch with Mr. Rajesh P Yadav at +254 7350 41450 and rajesh.yadav@idsnext.com

TECHNOLOGY TRENDS

Business Intelligence

$ Online Reputation Management

Channel Management Solution

Central Reservation System

Web Booking Engine

Revenue Management

IDS Next Hotel ERP empowers your hotel operations with a unique solution set called Hotel 360. This solution set consists of a distribution platform, channel manager, web booking engine, online reputation management, business intelligence, revenue management and central reservation system that are designed to enable your hotel to grow room occupancy and increase RevPAR and ARR.

IDS NEXT Business Solutions Pvt. Ltd. INSIGHT HOTELIER - 08 | SEPTEMBER - NOVEMBER, 2016

Rajesh P. Yadav | t: +254 735 041 450 | e: rajesh.yadav@idsnext.com | w: www.idsnext.com

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HOSPITALITY TECHNOLOGY

Emerson Climate Technologies teams up with DCM to complete record-breaking project

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merson Climate Technologies, Inc., a business of Emerson (NYSE: EMR), has collaborated with Egyptian firm Delta Construction and Manufacturing (DCM) to produce the highest capacity commercial chillers to be manufactured in Egypt.

Three 170-ton chillers were commissioned with enhanced capabilities to cater for the strict requirements of the client – local pharmaceutical manufacturer United Pharmaceuticals.

Producing a commercial chiller with the required capacity and large commercial scroll (LCS) tandem systems is a huge challenge, particularly with no local OEM having the necessary facilities or resources to manufacture a system with required capacity range.

An Egyptian pharmaceutical firm required an air conditioning solution for a 10,000 square meter space. There were some constraints and special cooling requirements which called for a unique solution. Therefore for this particular installation, DCM engineers designed and manufactured a large-scale chiller according to the client’s strict specifications.

The new solutions benefit the client on three fronts: taking up less space, costing less to install and generating lower running costs. They also come with full technical support from Emerson.

Each chiller has an inlet water temperature of 52 °F, outlet water temperature of 42 °F and inlet air temperature of 105 °F. Serviced

by DCM’s fan coils and air handling units, collectively they can produce a total of 530 tons of refrigeration and 160,000 CFM.

The new solutions benefit the client on three fronts: taking up less space, costing less to install and generating lower running costs.

10th of Ramadan Industrial City. They have been involved in a number of large-scale projects during the past 24 months, and their business with Emerson doubled in 2015, compared to 2014.

Javed Rasheed, regional sales managerEmerson Climate Technologies MEA, explained: “DCM is a partner with whom we’ve had a successful relationship with since 2008, and is the largest commercial air conditioning OEM in the country. It was a challenge to produce a local commercial chiller with this capacity range with large commercial scroll tandem systems, but a project like this demonstrates the value of collaboration.”

“Previously, companies needing a chiller of this capacity would have to import it. No local OEM can produce this capacity range, as it requires advanced manufacturing capability. However, DCM now has the ability to manufacturer units from as little as 20 tons, right through to 175 tons – the only organization in Egypt able to produce chillers of this size,” said Mohamed ElBorollosy, marketing director - DCM.

Established in 1995, DCM employs more than 135 staff at its production plant in the

About Emerson Climate Technologies Emerson Climate Technologies, a business segment of Emerson, is the world’s leading

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INSIGHT HOTELIER - 08 | SEPTEMBER - NOVEMBER, 2016

provider of heating, air conditioning and refrigeration solutions for residential, industrial and commercial applications.

The group combines best-in-class technology with proven engineering, design, distribution, educational and monitoring services to provide customized, integrated climate-control solutions for customers worldwide.

The innovative solutions of Emerson Climate Technologies, which include industryleading brands such as Copeland Scroll™ and White-Rodgers™, improve human comfort, safeguard food and protect the environment. For more information, visit EmersonClimate.com About Emerson Emerson, based in St. Louis, Missouri (USA), is a global leader in bringing technology and engineering together to provide innovative solutions for customers in industrial, commercial, and consumer markets around the world.

The company is comprised of five business segments: Process Management, Industrial Automation, Network Power, Climate Technologies, and Commercial & Residential Solutions. Sales in fiscal 2015 were $22.3 billion.

For more information, visit Emerson.com.

P.O. Box 2323 - 00202 Nairobi, Kenya. Tel: +254-771-707889/0735130134. Email: info@intersol.co.ke

Kenya No. 1 leading integrator of interactive solutions for Schools, Hotels and Businesses - supplying Audio Visual Technology, Distance collaborations, projectors, computer lab solutions, teaching software, meeting room solutions InterSol Kenya Ltd Product line 

An array of interactive solutions from SMART, Genee world and Specktron o Interactive white boards / Interactive flat panels / Interactive projectors  SMART Boards www.smarttech.com  Genee world www.geneeworld.com  Specktron – www.specktron.com  Clevertouch – www.clevertouch.co.uk



A wide choice of distance and video collaboration o Polycom http://www.polycom.co.uk/ o Logitech http://business.logitech.com/en-us/products/conferencecam o Vsee https://vsee.com/ o SMART Bridgit® conferencing software https://smarttech.com/Solutions/Business+Solutions/Products/Bridgit



A wide range of Projectors o Educational / Professional / Business Projectors o Projectors Accessories



Education Computer lab solutions – www.userful.com o Classroom in a box and Solar powered computer labs o One computer powering 20 stations solutions

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Hotels Business centers shared computer solutions o One computer shared among 10 to 20 users - www.userful.com

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Digital signage o Signage players / Signage solutions /software www.geneeworld.com

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Professional development for teachers – eunice@intersol.co.ke o Using the IWB/Flat panels effectively o Leveraging technology in the classroom and outside the classroom



Service and Support for schools, hotels and corporates o Service level agreements o Repair and Maintenance – support@intersol.co.ke



Audio Solutions/Distribution – www.extron.com o Amplifiers o Active Speakers / Ceiling Speakers / Audio Accessories o Wireless systems

We are based at:st Viking House, 1 floor, Westlands, Nairobi Tel: +254-735-130134 or +254-771-707889 info@intersol.co.ke www.intersol.co.ke

INSIGHT HOTELIER - 08 | SEPTEMBER - NOVEMBER, 2016

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HOSPITALITY CUSTOMER SERVICE

Benefits to expect from Customer Service Training Programs customer service training will not only add value for customers visiting and staying at your hotel but also drive your sales. This is because the same satisfied customers will likely make repeat visits or even recommend your hotel to friends and families, hence giving you a competitive advantage. In addition to this, the training will ensure that your staff has an enhanced ability to solve concerns and issues at first contact.

This improved approach to visitors’ worries leads to the feeling of respect and appreciation which is critical for the hotel’s success. Customer retention and acquisition of new customers ultimately leads to satisfaction of shareholders in the hotel, who usually tend to invest more on the business and eventually boost its growth rate.

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he need and importance of outstanding customer care service for your hotel business cannot be overemphasized simply because it is one of the elements required for success of the business.

While there may be a variety of elements needed for the growth and success of a business, customer service still takes centerstage especially in hospitality industry.

However, some hoteliers still underestimate the importance of customer satisfaction and focus solely on laying foundations for their ventures.

This is why it is not a surprising thing to see dissatisfied customers posting negative reviews about hotels they spent their holidays or vacations in once they log onto travel and booking websites.

A customer may have been received well at the entrance but ran into staff that don’t respond well to questions asked or have their concentration somewhere else. A client may also have a hard time communicating with a very rude bartender and will immediately dislike your hotel.

Since you will have only one chance to make the first impression, it is important that your hotel staff make the best of their first and subsequent meetings with clients during

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...Specific areas of focus for employee training such as communication, problem-solving, listening and organizational skills. their stay. To counter such issues, one needs to consider regularly signing up their staff for customer service training programs.

One of the aspects of such a training program that an hotelier can expect is improved customer service skills throughout the labor force because the employees will either acquire new skills or improve their existing ones.

There may be specific areas of focus for employee training such as communication, problem-solving, listening and organizational skills. However, training your staff on the same set of skills will create a sense of team work and eventually give the team a better standard process to deal with visitors and clients.

Taking your entire team of employees to

INSIGHT HOTELIER - 08 | SEPTEMBER - NOVEMBER, 2016

Apart from regular customers, visitors and employees, a hotel’s management can also benefit through training their staff in competent customer service and hence smoothening operations throughout the hotel. This is because the training will ensure that employees have a greater understanding of their role and the impact it has on the organization.

Such employees are more efficient and best equipped to effectively deal with customers because they also understand their expectations and mindsets, a fact that reduces the risk of losses and business failure.

In addition, the management of hotels should expect success in the strategies that they implement in the business environment. Quality customer service involves encouraging feedback from customers which the management can use in analyzing the strengths and drawbacks present in their work force. Such analysis may be used later for designing and adopting successful business strategies.

With globalization of the hospitality industry as well as digital transformation, customers are likely to have expectations of personalized experiences in different hotels that they visit. Therefore it is prudent that hoteliers strive to train their staff in such fields in order to ensure their dominance in the hospitality industry.

KITCHEN TRENDS

Top tips for selecting the right kitchen equipment

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he kitchen is an essential part of any hotel business and choosing the best equipment for this department usually involves striking a balance between practicalities and maintaining modern equipment.

Versatility and shared tasks: For commercial kitchens, it would be wise to get equipment with multiple functionalities through which the chef and the whole of kitchen staff can use to accomplish various tasks.

For many hoteliers, pricing of kitchen equipment is usually the biggest factor.

However, there are various aspects that someone needs to keep in mind before purchasing or leasing any kitchen equipment. Here are some tips to consider:

Versatile equipment will make life in your kitchen easier and safer, for instance the combi-oven. With this, one can cook, slowcook, steam or roast food stuffs intended for your recipes. This one machine can replace most appliances in your kitchen and save you space in the process.

Dedicated hotels such as those serving sea food, Chinese food and African traditional food and so on will require very specific equipment to effectively prepare food for their guests. This will need the expertise of the chef or hotel owner to avoid purchasing irrelevant kitchen tools.

After sales support: Just like most technologies, kitchen equipment will need maintenance and perhaps repairs after several runs of lunch, dinners and breakfasts.

To take care of these, it is important that one chooses equipment from a company that offers extensive after sales support.

Apart from setting up the equipment in your kitchen, they should pass by once in a while to ensure that everything is running smoothly and that the quality of food offered is not compromised.

Such dealers may also have insufficient access to spare parts for the imported equipment which can be dangerous when the machines start to fail. Unanticipated breakdowns of these equipments can cause a lot of losses to your business.

OPEN HOUSE EXHIBITION

A-Z KITCHEN & LAUNDRY SOLUTIONS

BAR SOLUTIONS

Facility Solutions

FAST FOOD CONCEPTS

PIZZA /SUB PREFAB SHOPS

VENTILATION SOLUTIONS

COFFEE BARISTA COUNTERS

DELI COUNTERS

TRAILER KITCHEN CONCEPTS

BUFFET CONCEPTS

GELATO DISPENSING MACHINES

LAUNDRY SOLUTIONS

DELI COUNTERS

COLD ROOM SOLUTIONS

BAKERY SOLUTIONS

FOOD CARTS

PIZZA /SUB PREFAB SHOPS

E FI

LAUNDRY SOLUTIONS

LD A F

25th-28th OCTOBER OPEN HOUSE EXHIBITION

CA

It is also important to take note of imported equipment as they may only be supplied by a ‘small’ dealer within the country with no provision of trained service agents.

Nevertheless, hoteliers need to note that there are certain old (traditional) pieces of equipment that will still be important in your kitchen no matter the decade, for instance hand-blenders. On the other hand, electric can openers and spice grinders can make life easier for your kitchen staff.

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This will also maintain the standard of menus you offer your customers as well as reduce your operation costs in the long run because you will have prevented breakdowns before they happen.

Modern equipment: with advancements in technology and policies for hoteliers, it is advisable that you do thorough research

There are trusted brands that may have brought you success with their old models of equipment. This is usually the starting point towards upgrading or purchasing new equipment for your kitchen.

SH EF

Menu and dedicated recipes: when looking to buy kitchen equipment, the menu or recipes that chefs serve at your hotel and eventually the specific equipment for these menus will be the first thing to consider.

Luckily enough, chefs have all this figured out and will make your work easier by specifying the models that you should consider purchasing.

in industry standards and contemporary equipment that will prove useful in your kitchen.

NA I OBI R

A MUST ATTEND FOOD & BEVERAGE OPERATORS VENUE:SHEFFIELD HEAD OFFICE OFF MOMBASA ROAD NEAR SYOKIMAU RAILWAY STATION

SHEFFIELD STEEL SYSTEMS LIMITED

Mobile:+254 722275123,+254722524655, info@sheffieldafrica.com,md@sheffieldafrica.com, Register at www.sheffieldafrica.com /EXPO.php INSIGHT HOTELIER - 08 | SEPTEMBER - NOVEMBER, 2016

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HOUSEKEEPERS ASSOCIATION

Trends and best practices for the modern housekeeper T

he hospitality industry is currently experiencing tremendous changes that include adoption of technology in operations, expansion and opening of new properties as well as outsourcing of relevant services by hoteliers.

For hoteliers, the undervalued and underrated department of housekeeping is one of the industry’s sectors that are currently experiencing advancements.

In any hotel or institution, housekeepers have a vital role to play if hotels are to address key operational inefficiencies and streamline their operations.

The department that was once thought of as a ‘thankless’ division of a property is no longer just about cleaning, maintaining and aesthetic up-keeping of spaces but much more. There is a need for housekeeping to meet leading trends, challenges as well as best practices and stakeholders in the industry are steering towards this direction.

Eco-friendly hoteliers: in the recent past, there has been an increasing awareness to use eco-friendly amenities, commodities and practices. This has extended to housekeeping where professional housekeepers develop and adopt new ways to conserve water and energy. Such practices by these environmentfriendly properties are deemed to increase their monetary health.

IT savvy housekeeping: technology continues to become a fundamental part of the hospitality industry with hoteliers aiming to enhance efficiency and reduce operational costs. Various functions like room cleaning, housekeeping supplies and inventory, accessing the mini-bar using telephones as well as clearing rooms by phone have all been streamlined by modern technology.

This is expected to increase room attendant productivity by 20%, save up to 40% time of floor supervisor and eliminate 80% of calls to front office.

Housekeeping training: there has been the need for improved productivity within the hospitality industry which is now globally accepted. In addition to this, emphasis on maintenance of hygiene as well as issues raised around quality checks to track down adherence to laid-down standards has also become a norm. To maintain productivity

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standards, stakeholders in the industry are now turning to efficient and effective training of their housekeeping staff as operations under this department get more mechanized.

For the Kenyan hospitality industry, executive housekeepers from various hotels, hospitals and institutions were drawn from across the country for the launch of Heads of Housekeeping Professional Association in August at Intercontinental Hotel Ballroom.

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Solutions for Laundry

Solutions for Kitchen

To facilitate the exchange and publication of information and ideas on housekeeping operations, encourage innovations and sharing new ideas.

•

To establish and maintain appropriate educational and professional standards of membership.

•

To encourage the formation of branches and professional groups in different areas within East Africa and Central Africa.

•

To create cohesion and synergy with our business partners by understanding their needs as business partners and our needs as users of facilities/ material.

PR

The association has so far 75 registered members, 50 unregistered members and more than 150 partners across the country.

It is now looking to spread its wings to the larger East Africa region by 2017.

O

•

Solutions for Housekeeping

O F

PR

The main objectives of this association are; • To encourage and promote a high standard of qualification, competence and knowledge among those in charge of housekeeping operations in hotels, hospitals, institutions and cleaning firms.

O O

This important housekeeping milestone which was filled with seller-buyer meets, knowledge sharing sessions, entertainment, recognition as well as networking saw the convergence of Managing Directors, CEOs, General Managers and Housekeeping Heads.

Solutions Designed for Hospitality

Since the main product of hotel business is room sale, housekeepers are expected to keep rooms clean and comfortable while ensuring a home environment for the guests.

With emphasis on maintenance of the quality of guest experience, the Heads of Housekeeping Professional Association is therefore poised to ultimately become the platform for housekeepers’ consultation.

www.sealedair.com © 2015 Sealed Air Corporation. All Rights Reserved. 29228A en 01/15

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HOUSE KEEPING INSIGHT

What guests expect from your towels and linen

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linen providers in the hospitality industry in order to meet the high customer expectations.

he hospitality industry continues to experience newer trends with every passing decade but one that has always been there and is likely here to stay is the desire for the guest to enjoy an exceptional stay.

These providers have the capability and knowledge to ensure the maintenance of outstanding towel and linen standards in order to guarantee positive guest experience.

Your customers will achieve this in various different ways as guests have a certain preference for some items in the rooms that they’re allocated.

However, as much as guests might view some items as more important than others, bed linen and towels are some of the factors that have direct impact on your guests’ experiences.

Regardless of the rating of your hotel, over 90% of customers will always check on the quality and cleanliness of linen as guests expect their towels to be washed on a daily basis.

To ascertain the quality of linen supplied to their rooms, guests will consider softness, freshness and fluffiness as most important pointers.

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Equally, they reduce the stress placed on housekeeping teams as they limit the demands on labour intensive in-house laundry operations.

Most guests still prefer the trend of nonbranded or plain white towels and linen.

This, to many, appear strong and appealing to guests who are looking for a simple and relaxed atmosphere in their rooms.

Compromising on the standard of towels and bed linen could lead to a reduction in business performance as items that are dirty and of poor quality might drive your guests away.

However, some hoteliers consider branding their towels and linen a sign of superiority and this may be coupled with adoption of larger towels in their bathrooms.

It is therefore important that hoteliers work hard to cater for what their guests demand and provide a gold standard if they are to build a strong and favorable reputation as well as convince guests to return in the future.

Some hoteliers are now partnering with established outsourced laundry and rental

INSIGHT HOTELIER - 08 | SEPTEMBER - NOVEMBER, 2016

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Customer Service in Retail

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Hospitality Furniture

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As if an endorsement to the development, Jumia Group was named as the only Africa-focused company on this year’s World Top 50 Smartest Companies. The list, published by the Massachusetts Institute of Technology (MIT), is recognition of companies that have mastered the art of merging technology with a working business model. Other names on the list included iconic brands such as Microsoft, Facebook, Chinese eCommerce giant, Alibaba, world’s leading automobile manufacturer, Toyota and SpaceX, an American aerospace company.

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Customers can now access respective products and services on JUMIA; Jovago – Africa’s leading online hotel booking platform now rebrands to Jumia Travel, while food delivery company, HelloFood is now Jumia Food.

Kaymu which serves as a community market place has rebranded to Jumia Market. Real estate Lamudi to Jumia House, while the company’s logistics services AIG X has identity as Jumia Services.

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INSIGHT HOTELIER - 06 08 | March SEPTEMBER - May, -2016 NOVEMBER, 2016

HOSPITALITY INDUSTRY INVESTMENT

Advancements in Kenya’s hospitality industry

T

he future of the Kenyan hospitality industry still looks brighter with reports indicating that the hotel pipeline is getting stronger and stronger.

Despite challenges ranging from insecurity to political instability, Africa remains attractive to investors for trade, business and capital investments which in turn lead to a rise in the demand for hospitality products.

According to Hotel Chain Development Pipeline in Africa 2016, a report by W Hospitality Group, the number of planned hotel rooms in Africa has risen to 64,000 in 365 hotels, up almost 30% on 2015. This undeniable increase has been attributed to properties and brands in sub-Sahara Africa, who continue to surpass their counterparts in North Africa.

The hotel pipeline in North Africa has seen an increase of 7.5% from 18,500 rooms in 2015 to an approximated 20,000 rooms for the current year.

On the other hand, investors are not bothered much with exploring the SubSaharan hospitality industry as the pipeline has recorded a 42.1% increase.

Nigeria is still ranked first with 10,222 rooms in the pipeline followed by Angola with 7,560 rooms. In Eastern Africa, Kenya – which is ranked 7th in the entire continent - has impressive figures in comparison with other countries in the region. Ethiopia, which was the leader in 2015, has a total of 2,460 rooms in contrast with Kenya’s 2,956 rooms.

It is important to note that over 90% of Kenya’s hotel pipeline is under construction while hoteliers and investors anticipate an increase in visitor numbers.

This growth has been attributed to the developments driven by China, Russia, India, the Middle East as well as other neighbouring

Africa countries with most investors eyeing the capital city and coastal regions.

Mitsumi Group extended their footprint in sub-Sahara Africa by opening their first hotel in Kenya, Golden Tulip. The 4-star mid-level hotel that is located in Westlands Nairobi is run by Louvre Hotels Group and has a capacity of 94 rooms with a multitude of high-end services offered.

Swiss-based Movenpick Hotels & Resorts have also made their Kenyan debut by opening a 223-room property in Westlands, Nairobi. Owned by Gold Course Hotel, their Kenyan brand is called Movenpick Hotel & Residences and targets business travelers and the affluent local community. In addition to this, the facility offers 54 spacious modern one and two-bedroom apartments for longstay families and couples.

South African developer and hoteliers, Mantis, seeks to gain a foothold in East Africa through a possible partnership with Kenyan-based Monarch.

The partnership entails refurbishing of the 84-room Chester House Apartment Hotel to include luxury five-star suites. The property which will boast of modern conference rooms and luxury health and wellness spa will be renamed The Mantis Chester Suites.

Global hotel brand, Tune Hotels, spread their wings by setting up a 3-star hotel in Nairobi, Kenya. The Nairobi Tune Hotel is Tune Group’s first hotel in Africa with plans for additional 15 more hotels to be set up in East Africa in future.

Hospitality developments in Kenya have not been characterized by the entry of new brands into the industry only. The Tourism Regulatory Authority has seen three hotels in the coast earn five star rating after a nationwide classification exercise.

These hospitality establishments are North Coast’s Medina Palms Suites and South Coast’s Swahili Beach Resort and Leopard Beach Resort & Spa. Likewise, Kenya Tourism Board has put efforts towards boosting the accommodation sector through facilitating the promotion of subsidized all-inclusive packages of hospitality establishments through the media.

This highlighting of accommodation providers (hotels, lodges, resorts and tented camps) is aimed at promoting the local tourism industry and ultimately boosts business for every hotelier in the country.

Is Now Mandev Complex, Mombasa Road | P.O. Box 30223 - 00100 Nairoi Kenya Tel: +254 738 703 983 | +254 727 762 242 | Email: info@uni-eastafrica.com | www.uni-eastafrica.com INSIGHT HOTELIER - 08 | SEPTEMBER - NOVEMBER, 2016

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HOSPITALITY 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 to 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 Legacy Star Hotel P.O Box 506 – 60400, Chuka – Chuka T: 0722-335530 or 0707224487 E: legacystarhotel@survo.co.ke jmbuba@survo.co.ke Rating: 2 star Services available: *Conference facility *Accommodation: 40 rooms *Bar & Restaurant *Fitness Centre and Spa Abbey Resort P.O. Box 1550 – 20100 Nakuru - Kenya T: 0727 433 785 or 0711 737 813 E: abbeyresortltd@gmail.com info@abbeyresorts.co.ke www.abbeyresorts.co.ke Services offered: *Conference facility *Accommodation: 100pax *Bar & Restaurant *Children Playground

Boma Inn Eldoret P.O. Box 9208 – 30100, Eldoret - Kenya T: 0719 025 000 E: eldoretsales@theboma.co.ke www.theboma.co.ke Rating: 4 star Services available: *Conference facility *Accommodation: 88pax *Bar & Restaurant *Health Club & Spa *Swimming Pool *Airport Transfers Sirikwa Hotel P.O Box 3361 – 30100, Eldoret – Kenya T: +254 728 680 000 E: info@sirikwahotel.com, manager@sirikwahotel.com www.sirikwahotel.com Rating: 3 star Services available: *Accommodation: 210pax, 105 rms *Conference facility *Restaurant & Bars *Swimming Pool Watercrest Garden Guest House P.O Box 568 , Eldoret – Kenya T: 0704 455516 or 0722 404851 E: watercrestgarden@gmail.com Services available: *Accommodation

20

Kenmosa Resort P.O Box 200 - 30100 Eldoret – Kenya T: 0704-299885 or 0719-219521 E: info@kenmosa.com W: www.kenmosa.com Rating: 2 star Services available: *Conference facility *Accommodation: 26 rooms *Garden events Mid Africa Hotel Ltd P.O Box 3339 – 30200 Kitale – Kenya T: 0727 27707 or 054 31119 E: info@midafricahotel.com W: www.midafricahotel.com Rating: not rated Services available: *Conference facility *Accommodation: 45 pax *Outside catering *Tent hire

Kapsabet Hotel P.O Box 426 – 30300 Kapsabet – Kenya T: 0721 608 721 or 0712 432 855 E: kapsabethotel@gmail.com W: www.kapsabethotel.com Rating: Not rated Services available: *Conference facility *Accommodation: 17 pax *Outside catering *Sufficient parking

Trans Nzoia County Resort P.O Box 260 Webuye – Kenya T: 0725 712477 or 0732 296492 E: bemawakoli@yahoo.com Services available: *Conference facility. *Accommodation: 20 pax *Restaurant & Bar

5GB Sports Bar & G-zone Restaurant P.O Box 3970 – 30200 Kitale – Kenya T: 0773 300030 E: info@5gb.co.ke www.5gb.co.ke Services available: *Conference facility *Restaurant

INSIGHT HOTELIER - 08 | SEPTEMBER - NOVEMBER, 2016

Exotic Guest House P.O. Box 15783 - 00509 Kericho - Kenya T: 0725 619 619 E: exotic.ghse@gmail.com www.theexotichouse.co.ke Rating: not rated Services available: *Conference facility *Accommodation: 40pax *Bar & Restaurant *Wedding grounds *Children playgrounds

Kerio View P.O Box 51 - 30700 Iten – Kenya T: 0722 781 916 E: info@kerioview.com www.kerioview.com Rating: 3 star Services available: *Conference facility *Restaurant *Accommodation: 70 pax. *Paragliding 03

Sunshine Hotels Limited P.O Box 1910 - 20200 Kericho - Kenya T: 0721 700 358 or 0705 475 090 E: sunshinehoteltd@gmail.com www.sunshinehotel.co.ke Services available: *Conference facility *Accommodation: 62 pax, 51 rooms *Gym and sauna

Biblica Guest House P.O Box 60595 - 00200 Nairobi - Kenya T: 0707 251 040 or +254(0)20 2715058-9 E: biblica.guesthouse@biblica.com www.biblicaguesthouse.com Services available: *Conference facility *Accommodation

HOTEL SUPPLIER LISTING BY SERVICES Kitchen Solutions Nairobi Kitchen Care Ltd Sheffield Steel Systems Ltd Benham International Ltd EGA Ltd Kitchen & Laundry Professionals Serviscope E.A. Ltd Cutlery Solutions EAGM Clique Ltd CTL Ltd Lucky Interiors Ltd 03 Hardware & Automation Solutions Mustek East Africa Ltd IDS Next Business Solutions Aspire Software Ltd Furniture & Fittings Mango Ltd Hirley’s Furniture Creative Living Ltd Hospitality Mattresses Silentnight Ltd Slumberland Ltd Dr. Mattress

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

“Hotel Suppliers event for the coast region”.

EDITION 06

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03

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ISSN 2305-5561

556001

556001

ISSUE 08 / OCTOBER - DECEMBER 2014

Africa’s retail opportunities

Unlocking ail Africa’s ret ies opportunit

ISSN 2305-5561

772305

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61 ISSN 2305-55

IGENCE ZINE SS INTELL RCE MAGA E 2014 BUSINE - DECEMBER RETAIL GES RESOU ZIN / OCTOBER RCE MAGA ISSUE 08 RANTS & LOD GES RESOU TS | RESTAU PS | RESOR | RESTAURANTS & LOD TS OR HOTELS | CAM RES | S MP HOTELS | CA

S STRATEGIE

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9

RETAIL BUSINESS INTELLIGENCE

DEFINING REGIONAL STRATEGIES

ONAL DEFINING REGI

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EDITION 03 | APR - JUN, 2015 556001

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EDITION 05 | NOV 16TH 2015 - FEB 15TH, 2016

EDITION 04

Trends

2nd

4th

December

ELECTRO NIC SCAL ES & WE & RETAIL IGHING SY INDUSTR STEMS FO Y, AGRIC R HOSPITA “Accuracy ULTURE, LITY , quality MEDICINE & service AND COMM ” ERCE. Weighingg solution tionss at: Eng Tel: +25 Enginee +2544 703 ineering ring Dev 70355 Develop 5577 7764, elopmen 64,073 ment Ltd. 073 3 35555 7777 64.64.

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March - May, , 2015 2016

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11

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