Insight hotelier Edition 02

EDITION 02 DEC 2014 - FEB 2015

HOSPITALITY RESOURCE MAGAZINE

Message from Project Director Dear Reader,

I

t is my pleasure to introduce to you to the 2nd edition of the Insight Hotelier Magazine, a publication targeted at the hospitality industry.

The publication shares information on the various hospitality solutions/providers as well as supplier’s guide while providing a regional platform where all (stakeholders) can showcase their products and services. The magazine is distributed to hoteliers who are members of the newly launched Kenya Coastal Tourism Association (KCTA), Pubs, Entertainment, Restaurants Association of Kenya (PERAK) and KAHC (Kenya Association of Hotel Keepers & Caterers) whose support remains enormous. Non-members can also get the magazine through other stakeholders - hotels, restaurants, pubs, fast food outlets.

The soft copy of the magazine is available online from the website link http://www.insightretails.com.

We believe that the magazine is a useful tool to your organization in one way or the other to enable you strategize and grow your business in the coming years please share your feedback from the users and readers on hotelier@ insightretails.com Finally, I take this opportunity to wish you a Merry Christmas and a Prosperous New Year 2015.

Keep reading!

Titus Korir Project Director & Associate Publisher

3

Page 6

Page 10

Page 12

Page 14

Automation in Hospitality

21st Century Conference Facilities

Hotel Color Scheming

World Class Services

Interactive white boards from Intersol

Warm colors tend to visually advance whilst cool one recede.

Wells Fargo Limited has continued to do what it does best

Complementary software solutions in hotel management?

Editor Ritah Munyiva

Insight Publications P.O. Box 36106 City Square 00200 Nairobi, Kenya Tel: +254 725 350 690 / 0735 350 690 email: info@insightretails.com www.insightretails.com

Publisher & Advertiser Insight Publications

Contributors Nthiani Musila Peter Kibbe Jasper Ouma Harry Davies

Design & Layout Dualpix Communications Ltd.

Š 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.

Automation in Hospitality Complementary software solutions in hotel management?

A

s new advances in technology take shape, more opportunities emerge to improve the management of a hotel chain for a full control of every management area in every establishment.

The trend towards an integration of different external functionalities into the property management system (PMS) stems from the need to save time and money, improve clients’ management and get a higher degree of automation. Consequently, centralization will increase, as every function will be managed from a single location.

The most important integrations for the hotel management environment can be divided into seven areas strategically defined: Payment and collection: Any payment solution that meets the needs of different sets of clients

will be useful. Making payments easier for clients is essential so any hotel must be provided with convenient payment systems.

Documents: It is not pleasing for guests to arrive at a hotel and the document reader is not fast enough subjecting them to hours of waiting while the receptionist is writing down their details. A good electronic document reader can be of value to the hotel; clients will appreciate it.

Presence detection: Knowing when a room is occupied or not will contribute to improving organization; cleaning services, heating or air

CLUB 2013/14

“All Your Business Needs In One ApplicaƟŽŶ”

6

conditioning setting for energy saving amongst other factors. The hotel will be able to control all this through integrations with home automation systems, digital systems or magnetic cards.

Billing: This is one of the most important integrations for a full management of the hotel. The key is to keep all the accounting and billing system integrated into the PMS. This will be the best way to visualize, modify and carry out the hotel’s operations in a centralized manner.

Clients: As in any other company, the management of o one’s client base is more than necessary and there has recently been hard work on this area.

The T image transmitted by the hotel in its online environment must be treated innovatively.

The hotel can also carry out an integration with a loyalty system (CMI) and establish a system of points. This way, the hotel will have access to information that will make client segmentation easy.

All in all, it is really useful to have a CRM and keep the customer relationship management system fully integrated. Linking the CRM with the PMS brings a number of significant advantages: • Automatic data upload and download between the PMS and the CRM in both directions: integrated management.

• Agile marketing, campaigns and e-mailing.

• Extremely detailed segmentation thanks to stays, reservations and billing data upload from the PMS to the CRM. E-commerce: Today, online marketing of the hotel’s products and services is essential.

Obviously, if clients are increasingly using this market, the hotel must be visible there too. Having a good sales Channel Manager is crucial. It is vital to integrate the search engine with the PMS in order to check the reservations made on the corporate website.

Finally, the hotel must make communications easy for the client and be accessible from any device: tablets or the smartphone. In this case, a link from Mobile Apps to the PMS would be the most appropriate.

On demand: In this area, there are integrations where the client usually pays for what s/he uses: TV-PPV: The main aim of this integration is to enable the flow of information between the PPV and the PMS. This information needs to be synchronized with the management system so that it can be used in the PMS.

Mini-bar: This integration consists in controlling the drinks used up in each room. A system of pressure sensors detects the consumption in the mini-bar and sends this information to the PMS, where it is recorded.

Wi-Fi: The objective of this integration is to connect the Wi-Fi software with the PMS. To achieve this connection, the software must identify the person who is trying to access the service and store it into the PMS. This will be done using the client’s National Identity Card. This way, every time the client uses the Wi-Fi, it will be registered and reflected in the bill later issued for that specific room.

Control center: The main aim of this integration is to enable the flow of information between the control center and the PMS. This information will require a suitable management system to be processed and used both by the PMS and the control center.

Thanks to technological advances, various automation solution providers offer complete and comprehensive PMS for any hotel.

Source: Winhotel

21st Century Conference Facilities While it is encouraging to note that Kenyan citizens can enjoy their breaks and holidays by taking advantage of the world-class services among the local hotels, there is also a great potential for meeting and conference services in the same facilities among corporates, non-governmental organisations (NGOs), government as well as parastatals. Attracting conference business to your hotel is about going that extra mile to make the venue a pleasant destination compared to the one up the road.

10

To help in achieving this, Premier Technologies Limited, a Nairobibased technology company was recently appointed the exclusive distributor of a range of interactive presentation solutions from Geenie World – United Kingdom.

Premier Technologies has further appointed its first reseller in Kenya - Intersol Kenya Limited with extensive experience in selling

interactive whiteboards in the education sector as well as LED panels among corporates and the government in Kenya.

The Genee product range delivers affordable leadingedge technology to Kenya while targeting corporate meeting rooms, hotel conference facilities and training establishments where the traditional projector and screen remains dominant. The higher quality picture offered by Genee LED panels in addition to the introduction of collaboration in meetings and conferences presents a whole new dimension as participants/attendees are able to take in a great deal from the presentations once they are able to interact and collaborate with the presenter.

In its 10th year of operations, Genee World has overtime become a leading player in the supply of interactive display products to teachers, trainers and corporate

presenters in over 80 countries throughout the world. Some of the major features of the Geenie Touch interactive LED panels include; • LED High Definition image quality in all light levels • Available in 42”, 55”,65”, 70” and 84” diagonal screen sizes • Operates on both Windows and Mac platforms • Full interactive features. Annotate diagrams and pictures and videos; involve participants • Write on the screen with a digital ink pen or a finger, and erase with your hand. No mess!

• Does not cast a shadow on the screen – no projector • LED consumes 75% less power than a projector and is silent in operation • Genee panels have a life of 80,000 hours in eco-mode. It can run for eight hours a day every day for the next 17 years!

• Built-in 10 W speakers • Easy familiarization of the screen software by the presenter • For very large conference venues multiple screens can be set up in the same room aiding visibility • Panel can be fixed to a wall or mounted onto an optional mobile stand for moving within or between rooms.

As a broad guide a 55” Genee panel costs Approx. KSh. 400,000.

Demonstration facility available

Reseller opportunities available

Viking House along Waiyaki Way, Westlands, Nairobi.

Book an appointment with: Eunice:+254 727 737 355 Email: eunice@intersol.co.ke

For Enquiries Contact: Harry Davies Premier Technologies Tel: +254 724 253 196 Email: harry@pt.co.ke .

11

“We will do wall paper, combined with paint and some texture effects on the ceiling and wall. Some cornices will make the high ceiling look good too. I propose the color scheme to be gold and black” explains the designer charged with coming up with choice treatments on the walls and ceiling of a hotel project.

Color psychology plays a very big role when it comes to designing to achieve that cozy, high end, immaculate feel in hotel interiors. From the reception area, to the lobby, lounges and rooms, the color has to be just right so as to excite the right kind of moods in luxury establishments. Picture this, you check into ‘this’ hotel, the reception walls are a combination of blue-black and grey, the floor is a black tile with grey borders, the ceiling is a pale blue matt finish, with one white florescent tube dangling from the ceiling while the staff are dressed in black…you get the point of the ‘other end’ of the color spectrum.

Warm colors tend to visually advance whilst cool one recede. Yellows, oranges and reds are used to warm up spaces when used in their various shades. Blues, greens and sometimes violets when used in their various shades may give that calm and cooling effect.

Still, colors are accentuated by choice of furniture, lighting, draperies or even flooring amongst other factors.

Isolating spaces of interest/ focal points can give a space character. This focal area can be given a different floor or wall finish to make it stand out. The hotelier may consider art for that/ those focal points. This is all included in the brand concept of the establishment.

What do we want to be known by? What will make us unique? How will we be remembered? These are just some of the many questions that may crop up.

By Nthiani Musila Madline Concepts Ltd www.madlineconcepts.com

12

C

hoosing the right linen for the hotel is very important to any successful food service outlet.

Harmony in esthetics, durability and versatility are essentially the key points to note when purchasing the table linen. It is always advisable to consult a renowned supplier, or a linen expert.

Linen sizes The size of linens to purchase for one’s hotel, restaurant, catered event, institution, or café is crucial.

1. Consider the shape of the tables.

2. Determine how much of a drop one would like the table linens to have from the top of the table. This could range from full drop to half drop.

3. The drop of the table linen should be determined by the use of the table and the general design of the food service area.

When purchasing linens, always consider the below self explanatory factors; • • • •

Texture • Design Maintenance requirements • Price Theme of the dining facility and, Usage requirements.

Establishing the linen requirement This is normally calculated by considering one’s daily use. It is recommended that napkin requirements should be five times the table cloth. Always allow at least 24 hours of shelf life of all items to improve the flat dry appearance and to “rest” the fabric.

Special sizes Sometimes a hotel could have abnormal sizes that may not have readymade table cloths in the market.

So how does one go about it? Whether the tables are square or rectangular shaped, the below steps will be of help;

determined by the formality of the restaurant 3. Double this drop number (i.e. 15 x 2 = 30”) and add this to the table measurement (i.e.

36+30=66”) 4. Find the closest standard width fabric available (60”, 90” and 120”). Subtract the table width from the fabric width and divide by 2 to find the drop that width would give you.

Example: 60” - 36”=24 24/2= 12” drop

90”-36”=54” 54/2=27” drop

5. Determine which of these drops is appropriate and add double this drop to the length of the table.

Example: 12” x 2 =2 4” 24”+96” = 120”

30 x 2” = 156”

6. The exact table cloth size for this 36” x 96” table is either 60” x 120” or 60 x 156”, 120”, It is important to note that width drops and length drops do not necessarily have to be the same for instance, a 10” width drop and 12” length drop is acceptable. Remember, table covers have the power to make or break the image one is trying to portray.

To ensure that hotels and other related users purchase and have the right linen for their establishments, Clique Limited has partnered with a leading Indian based table linen supplier Bee Pee to supply quality table linen all over the East African market. Bee Pee Group has been in business for over a century providing its clients the best quality linen at competitive prices. Clique Limited’s vast clientele includes major luxury and deluxe hotels, hospitals and airlines.

1. Measurement of the table 2. Figure out the amount of drop (or drape) that one would like the tables to have. This is majorly a matter of preference as the amount of drop is

Peter Kibbe Clique Limited www.clique.co.ke

13

Myers.

Threats to business security can come in all forms and may include anything from fraud, burglary fire, vandalism to drug dealers and terrorism. While a comprehensive insurance policy will help should the worst happen, proactive strategies should be put in place to minimize security threats.

One such strategy is hiring a private security service provider to supplement efforts already put in place to curb the insecurity menace.

For more than three decades, Wells Fargo Limited has continued to do what it does best – security. For a company that started its services concentrating on bank fraud investigations, business has purely grown on client recommendation and demand; factors that Ashley Myers, Wells Fargo’s Operations Director admits continue to drive the business.

Today, 36 years later with nearly 6,000 employees, Well Fargo’s clients range from financial institutions, retail, leisure and tourism, corporate institutions as well as transport and logistics countrywide mainly focusing in Kenya.

The Hospitality Sector

14

Wells Fargo provides professional services to various clients in the hospitality sector. “We understand the need for professional, stringent and efficient systems and services,” explains Mr. Myers. By working closely with its clients to offer effective security solutions and deliver needs that will create a safe environment for guests and employees. These include electronic security services through provision of state of the art equipment - alarm systems, CCTV, access control, fire detection and electric fences. Other notable services are cash management, cash and valuables in transit as well as guarding. “These are further complimented by courier services tailor made to suit a client’s needs,” adds Mr.

ASHLEY MYERS, Operations Director Wells Fargo

The hospitality business is one where customer care and security are bound to conflict. Mr. Myers notes that even as businesses strive to get their act together with regards to these two important elements, there is need to get it right. First, hotel owners and managers should concentrate on both the front and back office. Interestingly, hotels and especially those which offer accommodation as well as meals are prone to shrinkage by both the staff and guests. Here, there is need to carefully invest in security. It is also vital to come up with strict policies that guide housekeeping as a measure of discouraging theft at the rooms’ level.

Still, hotels need to invest in efficient internal controls at reservations as well as use of credit cards. “International hotels are moving into profiling their clients as a security detail,” he adds.

With regards to outsourcing the security component, he recommends that businesses need to carefully separate the various activities involved. “For instance, if one provider is handling the cash in transit service, let the other provider handle guarding. This minimizes collusion chances,” he advises adding that there should be a clear business line with regards to the expected services – a precaution for blame games if one has too many service providers. In cases where one security provider is involved, hotel owners and managers should be at the core of it by ensuring that they receive regular security briefs and ensuring that these external personnel are often rotated to avoid deep interactions.

Though Wells Fargo remains undeterred by the proliferation of guarding providers thanks to demand, Mr. Myers notes that proper guarding services requires a well laid contract between the supplier and client which some businesses seem to bypass.

A5.eps

1

8/22/13

10:06 AM

of damp towels. Corked wine tastes bitter and horrible.

Corked wine occurs in approximately five per cent of all wines using corks. For this reason, the screw cap is gaining strength and popularity across the world. othing can compare to the tradition of opening a bottle wine with a natural cork, but more and more wines producers are now using screw caps.

Still, is there a difference between a natural cork and a screw cap?

N

So what are the advantages of sealing wines with a screw cap? First, they provide a very good seal, much more air-tight than a cork. The hotel and restaurant industry usually find them much easier to open: simply twist them off, like one does with a soft-drink bottle thus no need for a corkscrew.

To start with, it is often said that the natural cork has a pleasant flavor that imparts to the wine and that the tiny amount of oxygen that passes through the cork helps with the maturing process of the wine. But natural corks have the major disadvantage of causing a “corked wine”.

The screw cap seals are made with a small plastic film which is uniform and consistent, unlike cork which can be very variable.

So what is a corked wine and how does one detect it?

Many wine consumers will assume that, because there are bits of cork floating in the wine, that it is ‘corked’. The term ‘corked’ refers to what happens when a substance known as trichloranisole (TCA) is produced - when chlorine solutions used to sterilize corks contact mould in the cork.

If wine is corked, it produces an odor, reminiscent

16

Screw caps are more reliable. There are numerous reports of 20-year-old screw capped bottles being opened and the wine tasting beautifully fresh and lively. If one buys a 10-20 year old wine, he does not want the lottery of opening it and finding it is ‘corked’.

Most wine is not kept in wine cellars for more than a few years and so the long-term benefits of a cork, if it is real, does not apply for most wine!

Wines of the World

Five Star Service Training for Hospitality Industry DMS *****5 star service training, for hotels and hospitality industry is a customer service training program designed to maintain and enhance competitive customer service standards.

coaching skills of managers and supervisors.

A sample program is as follows; 1. Introduction

In today’s market, it is fundamental to continuously provide incomparable hospitality customer service.

With the DMS Five Star training, we train and reinforce service skills for improving and sustaining an outstanding service level among one’s internal and external customers.

2. Definitions of Superior Service (Wowing Customer)

Financial survival in years to come mandates that each of the hotel’s employees deliver superior service to every guest at all times – leading to guest loyalty and repeat bookings. The “internal” customer is also an integral part of a successful outcome.

5. The needs of the discerning customer

Today, the customer expects high customer service expectations. Technology has also exposed the customer to more price points to choose from and an ever-increasing variety of accommodation and entertainment alternatives. To succeed in this very competitive industry, training of employees is no longer a luxury, but an investment contributing to keeping one’s services up to the highest expected standards.

The core objective of DMS*****Five Star Service Training is to improve guests’ happiness while escalating employee morale and developing the

3. First Impressions – Understanding customer journey 4. From the Customer’s eyes

6. Practical applications 7. Your contribution to excellence 8. Where does the “buck stop” - Understanding Your Responsibilities 9. Ownership of service 10. The Power of teamwork 11. The test 12. Conclusion and Celebration Participants use the concepts presented in the learning modules and then relate that concept to their respective working environments. Each session is fun, interactive, and brings important guest service issues to the surface.

Jasper Ouma Distribution Management Systems Ltd

17

MCTA rebrands to KCTA continuous pursuit to develop and grow coast tourism

W

elcome to the second edition of Insight Hotelier magazine. As the coast tourism umbrella association, we are proud to be associated with this special and informative magazine that focuses on the industry. The tourism and hospitality industry is a globally competitive industry where innovation is vital thus such initiatives are always welcome and appreciated.

In 2014, the Mombasa and Coast Tourist Association (MCTA) which boasts as the oldest business association in the region marked their 65th anniversary with the highlight of the event being the rebranding from MCTA to Kenya Coast Tourist Association (KCTA). This further contributes to making the association more conspicuous and authoritative in its continuous pursuit in advancing advocacy for a better and favorable business environment in the region.

The back has not stopped there as KCTA is currently driving the county Governor’s Round Table (GRT) project in Kilifi, Kwale, Taita Taveta, Tana River and Lamu counties. The association has already undertaken the first ever private sector roundtable workshop in conjunction with the stated counties. The aim of this project which is scheduled to run up to 2017 is to develop a clear county business agenda and enhance business community collaboration aimed at steering economic growth. KCTA wishes to emphasize the importance of strengthening the partnership with the coastal county governments.

18

Another successful achievement at KCTA was the training of over 600 beach operators under the beach-livelihood project which started off as a pilot project in the North coast with an aim of transforming beach vendors to professional beach operators and thereby reducing tourists’ harassment by the traders. Currently, the beach operators are able to sell their products in an organized manner further minimizing the conflict between beach traders and the hotels who were perturbed by such harassment incidents along the beaches by the so called “beach boys”. Some hotels have even entered into memorandum of understanding with these traders allowing them to sell their wares within their premises on specific days. KCTA aims at replicating the success story along other beaches even as beach tourism – the main product at the coast regains its lost glory.

In June 2014, KCTA launched the first ever Coast Tourism conference themed “Overcoming hurdles and putting Coast Region Tourism on Track’. The conference which will now be an annual event brings together all stakeholders with a common aim of uniting the Coast tourism players chatting the way forward in tackling challenges and steer sustainable growth of the industry.

Finally, the industry has been facing tremendous challenges, it is indeed not business as usual but KCTA remains optimistic that the country shall soon be off the woods and be able to walk again.

Welcome to Kenya Coast.

Buying a new mattress

W

those of the in-store testers, about 75 percent of them agreed that trying out the mattress beforehand helped them sleep better.

Size matters: Most sleepers shift positions during the night, and cramped quarters can keep them from moving freely. Mattresses come in various sizes the most common being; twin, twin extra-long, full, queen and king.

Do you need a new box spring? Foundations can sell for as much as the mattress, even though they are generally just a wood frame enclosing stiff wire and covered with fabric to match the mattress. Once the bed is made, no one will know. If the old box has bouncy springs instead of stiff wire, it should be replaced.

ith so many different models and types of mattresses, one may find things a little confusing when shopping for the right one.

Here are some guidelines;

Decide where to shop: Buy at a store, not online or over the phone.

Understand the name game: Manufacturers usually modify innerspring mattresses for different sellers, changing the color, padding, quilting pattern, and so forth. Then each seller can call the mattress by a different name. Consumers are the losers. Because such mattresses are at least somewhat different, and the names vary, one cannot comparison-shop.

Choose the right firmness: Do not rely on names. One company’s ultra-plush might be another’s super-soft.

Orthopedists once recommended sleeping on an extremely firm mattress, but there is little evidence to support that view. The best mattress supports the spine at all points while allowing it to maintain its natural curve.

Do the 15-minute, in-store test: A mattress buyer should not be embarrassed to lie down on lots of mattresses in the store. Salespeople expect it. Wear loose clothes and shoes that enable slipping off. Spend at least five minutes on each side and on the back (stomach, too, if that is a preferred sleeping position).

Panelists who took beds home for a month-long trial rarely changed the opinion they formed after the first night. On the whole, their opinions were the same as

Look for a comfort guarantee: Some retailers give mattress buyers two weeks to several months to return or exchange a mattress or box spring that they do not like. Everyone plays by different rules, and a return usually has a cost.

Do not count on warranties: They cover defects in materials and workmanship, not comfort or normal wear and are usually in effect for 10 years. Some mattress warranties do not cover full replacement value; instead an annual usage charge is deducted from the current retail price. When one makes a claim, the store or manufacturer will send an inspector to the house. He will need to show a receipt. A company will void a warranty if the “do not remove” tag is removed, if the mattress is soiled, or if it has uneven support from a box spring or frame - a common reason for sagging.

Wait for a sale, and bargain: If the price is good, buy; if not, wait. An advertised “bargain” may not be all it seems, so read the fine print…a flyer from a store touted 75 percent savings on mattresses, but a footnote revealed that the list price from which the discount was calculated “may not be based on actual sales.”

19 9

S 03

HOSP AND

L 1221, 1St

P. Tel

Ema sale Hot i.e. 25g gel, Bo pack Show slip Shavin cloth Also Hote

Suppliers Guide HOSPITALITY EQUIPMENTS AND GENERAL SUPPLIES

HOSPITALITY EQUIPMENTS AND GENERAL SUPPLIES

TECHNOLOGY AND COMMUNICATIONS

SECURITY SOLUTIONS

LIMROK HOTEL SUPPLIES LTD. 1221, Opp. Avenue Hospital, Corner off Batu Batu Road, 1St Parkland Avenue, Nairobi.

KETAN D. LIMBAD P. O. Box 4598-00506 Nairobi Tel.: 0736981113/ 0737981113, 0202012941 Fax: 0773007367 Email: limrok@africaonlin.co.ke; saleslimrok@africaonline.co.ke Hotel toiletries and Amenities i.e. 25gm Round soap, Shampoo, Bath gel, Body Lotion, Conditioner in mini pack of 15ml and 30ml PE Tubes, Shower cap, vanity kit, Bathroom slipper, Sewing kit, Dental kit, Shaving kit, Sanitary bags, Shoe shine cloth, Tissue Coaster, Paper Glass cover and many more .

Also deal in Bed & Bath Linen for Hotels- Lodges-Camp-Resorts & Hospitals.

PARTNER ASSOCIATIONS

Contact us for more information on listing: Tel: +254 735 (725) -350 690 Email: info@insightretails.com | hotelier@insightretails.com www.insightretails.com

Where digital meets paper 4HNHaPULZ (UU\HS 9LWVY[Z *H[HSVN\LZ 5L^ZSL[[LYZ -S`LYZ )YVJO\YLZ 7VZ[LYZ >HSS ;HISL HUK :OPWWPUN JHSLUKHYZ 5V[L 7HKZ +LZR +PHYPLZ )VVR WYPU[PUN 3HILSZ

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

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

For high quality and maximum efficiency in all kinds of commercial printing...

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

Year after Year

Hospitality HOTELS RESORTS RESTAURANTS LODGES

CAMPS

FAST FOOD /COFFEE SHOPS Don’t miss the listing of your Hotel in the upcoming edition and share to public on services rendered in terms of:-

Contact us for more information on the same Insight Publications P. O. Box 36106-00200, Nairobi – Kenya Tel: +254 735(725) 350 690 hotelier@insightretails.com / Info@insightretails.com www.Insightretails.com