Insight Hotelier Edition 04

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ISSN 2305-5561

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EDITION 03 | APR - JUN, 2015

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RETAIL BUSINESS INTELLIGENCE

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

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ISSUE 08 / OCTOBER - DECEMBER 2014

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

Unlocking Africa’s retail opportunities 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

Hospitality Furniture

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

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

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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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 th th INSIGHT HOTELIER - Edition 04| Aug 15 - Nov 15 ,2015

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INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

Lucky Interiors Ltd is a company that solely driven to be the market leader in supply of hotel equipments.

The company has been at the forefront of supply and quick delivery of all hotel equipment. It is driven to supply in good time as well as maintaining quality. The future outlook is to be the leader in supply of all hotel related equipments while being keen on quality control.

CROCKERY

GLASSWARE

TROLLEYS / ROLLAWAY BED

FOOD & BANQUETING

TABLE LINEN /TOWEL

Krishna Centre, Mezzanine Floor - Westlands P.O. Box 59189-00200 Nairobi Mobile: +254 722 426 386 | +254 734 861 351 Email: luckyinteriorsltd@gmail.com | sales@luckyinteriors.co.ke INSIGHT HOTELIER - Edition 04| Aug 15

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- Nov 15th,2015

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CONTENT

INSIDE...

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Hospitality Furniture Hospitality Cutlery Insights

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Profitable restaurant management Training in the Hospitality Industry Mombasa hospitality event Hospitality trends in food service sector Hospitality online marketing strategies Hotels, Resorts, Lodges & Camps Listing 2015

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Editorial team Titus Korir - Chief Editor Maureen Musila - Editor

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 - Edition 04| Aug 15th - Nov 15th,2015

Advertising Joel Osebe James Nzioka

Contributors Sharon Spaltenstein Navraj Sagoo Lilian Gaitho Anthony Maloba Design & Layout Smartex Creative Graffix Tel: 0721 496 922

Š2015 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.

Editor’s Note

Dear Reader,

I

t is with great pleasure that I welcome you to our fourth edition of Insight hotelier Magazine, a quarterly publication for the hospitality industry.

The publication provides information on various topics for hospitality industry like Automation, Furniture, Training among others with a benchmark of the best practices and global trends, business techniques as well as provides a suppliers guide and hotel listings which provides a networking platform to the industry and including hospitality events.

The magazine is distributed for free among the industry stakeholders - Solution providers & Owners of Hotels, Restaurants, Pubs, Lodges, Resorts & Fast-food outlets and through partnered associations like Pubs, Entertainment and Restaurant Association of Kenya (PERAK), Kenya Association of Hotel keepers and Caterers (KAHC) and Kenya Coast Tourism Association (KCTA).

An online version of the publication is available from the web link www.insightpublication.org. We welcome your feedback and comments through email: hotelier@insightpublication.org this will help us in improving on our subsequent publications.

Finally, I would like to appreciate you the reader and the industry players for your continued support in making the publication a success.

Thank you and happy reading!

FIND OUR COPIES AT

ONLINE...

www.insightpublication.org INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

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HOSPITALITY FURNITURE

M

ost hotel guests find pleasure and satisfaction from the ambience of the hotel and service provided. It is for this fact that the owners of the hotel should be keen in selecting the right furniture that will create a warm reception and expediency to the guests.

Comfort for the mind and body All furniture from the room, restaurant, bar, lobby and the pool area should be comfortable and esthetically gratifying.

This will determine the guest’s quality of stay since most of them want a soothing and relaxed stay, away from their hustles and bustles. Special consideration on indulgence in leisure and fun should be made.

Handmade for comfort Hotel guests want pieces that are functional, streamlined and easy to use. A comfortable chair, a strategically positioned desk and a wardrobe will all make the room easier to use in the best possible way. Handmade furniture is good especially for functionality purposes. The style should coincide with the target audience and the surroundings.

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Restore natural life When sunshine streams its radiant warmth, the feeling that life abound in has a variable significance. It is possible to choose the natural and serene way of life to shape your style and personality.

Total quality Appearance quality, structural strength, efficiency and safety are among the various matters to consider while looking for quality furniture. Different basic

INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

and surface material have different area of expertise, the hotel furniture can be camber if you don’t pay attention to the specialties and right method of application.

Furniture can make or break the hotel’s reputation, which is why hotel owners need to opt for the best hospitality furniture. Spending time to get the right supplier for long – term partnership could come in handy. No compromise should be made on appearance.

ALL WEATHER FURNITURE FOR HOME, HOTEL, RESTAURANT AND BAR

FURNITURE LTD Gold Rock Building, Block D3, 1st Floor, Mombasa Road Mobile: 0734 122 000 / 0710 495 000 / 0732 495 000 Email: showroom@hirleysfunitures.com info@hirleysfurniture.com

www.hirleysfurmiture.com

INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

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HOSPITALITY CUTLERY

Hospitality Cutlery Insights Good cutlery needs to be aligned to its appropriate use: for instance, small knives and forks are ideal for eating the starter and cutting and spreading butter or margarine. Large knives are for the main course: they are normally sharp with long straight tines ideal for cutting meat. Large spoons are appropriate for serving soup whereas small spoons may be brought out during tea coffee and/or teatime and also used for serving desserts. We also have some specifically designed cutlery such as fish forks and knives that are used in a fish course.

There is also fruit cutlery that is used for scooping the meat out of a fruit when serving dessert.

E

ver heard of that saying, in life it’s the little things that count? Perhaps it doesn’t quite make sense until you visit an eatery with the finest ambience, exquisite furniture and exotic mouth-watering cuisine but still leave feeling shortchanged, and the only thing that ticked you off is the table cutlery.

“Cutlery does not only enhance the manner in which a table is set; it also adds life to the atmosphere and enjoyment of the meals.”

Dinning cutlery such as knives, plates, bowls, dinner forks, dessert forks, dessert spoons and tea spoons are the little things that make a whole difference at mealtime not just in terms of utility but also in terms of their aesthetics. So how do you add the magic to the already set sumptuous meal for your patrons? Here are a few takeaways.

normally royal, versatile and stunning.

You hardly can go wrong with white dishes. This could go well with the colourful furnishings in place.

Cutlery should feel pleasant in your hands when using it to eat.

They need not be big and weighty to make you feel awkward but rather have a comfortable balance in your hands.

More importantly, you need to be keen on the size. Big beautiful plates would be cumbersome and tricky to store if they cannot fits on the shelves of your closed cabinet. Your purchasing decision therefore needs to be informed by your storage space.

Be mindful also of what you need to do with the dinner cutlery:

Image is paramount; it’s the first thing that should be right to guarantee a lasting impression. Look for dinning cutlery that will leave your visitors eager to know where you got them. They come in different shapes, colours and with some having complex engravings, they give a face-lift to the table and arouse one’s appetite. Remember how we experience food is a multisensory experience that does not only involve taste and aroma but also the general outlook. White is

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INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

Knowing the specific type of dinner cutlery to buy in turn dictates the number of pieces to buy.

Normally, a half canteen set comprises six or seven pieces for a place setting; a full canteen set comprises of pieces for a twelve place setting; whereas a double canteen comprises pieces for twentyfour place setting. Knowing the number of people to be served while purchasing dinner cutlery will help you achieve unity and congruence when laying out a table for meals irrespective of the people to be served.

Finally investing in high-end dinning cutlery is worthless if you don’t know what needs to be done in terms of their maintenance.

You therefore need to take initiative in familiarizing yourself with the maintenance required for the set of cutlery in order to ensure the longevity of your investment.

RESTAURANT TRENDS

Profitable restaurant management Why I Love

REACH REACH REACH Why Why I LoveI Love YOUR YOUR L Retail?

YOUR Retail?

Retail?

TARGET TARGET TARGET AUDIENCE AUDIENCE AUDIENC AFFORDABLY

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Hiring qualified and competent personnel. This is essential beTRUSHAR KHETIA cause they operate as experts and give great results on their Founder & CEO – Tria Group TRUSHARresponsibilities.

KHETIA respective The chances for error are minimal @trushark Founder – Tria TRUSHAR KHETIA because it &isCEO easier forGroup them to solve complications easily and @trushark & CEO – Tria Group more rapidly. ProficiencyFounder in the work force will put the company @trushark in a better position amongst its competitors because of thetry ef“One of the huge mistakes people make is that they ficiency and effectiveness in team work. to force an interest on themselves.

You don’t choose

2.

to force an interest on themselves. don’tpeople choose Jeff Bezos, Amazon.com, &You CEO of Founder theThe huge mistakes make is that they try Effectively manage your“One inventory. best strategy for restauyour passions; your passions choose you.” on themselves. You don’t choose to force an interest rant owners is to maximize on the tracking of food and supplies ‘Am IAmazon.com, doing whatyour I am most passionate I always Jeff Bezos, Founder & CEO CRACKING passions; yourabout?’ passions chooseask you.”

CUSTOMER as well asmyself the stock.

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ISSN 2305-5561

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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

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Hospitality Furniture

Automation Bakery innovation & Insights + Loyalty program evolution in retail

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ISSUE 3 COMING SOON

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

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“Restaurants are among the most hectic places to manage”

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absolutely passionatefrom aboutan theexternal retail industry view where point as someone who is actively involved in the retail industry directly.

But that I love to share my thoughts and ideas to about the other absolutely passionate the retail industry where has now changed.

3. Theavid customer isof always right.

ThisUp is the golden rule of business. readers this magazine. and now, I was not love to share my As human beings, IIbelieve we all till have athoughts purpose inand life.ideas to the other How youAhandle the guest from the entrance until he leaves thetill now, I was not actively involved in the retail industry that avid readers thisdirectly. magazine.

Up and destiny that defines who weofare, what we But do and who has now changed. premises should be top priority.

A pleasant conduct, attitude actively involved in the retail industry we become. My personal life purpose is that, ‘I exist in directly. But that Asanhuman I believe wechanged. all a purpose in life.my now and eye forbeings, detail the staff will warrant for thefamily, customer’s order to makeby ahas difference to have the lives of my A destiny thatmy defines wea are, whatI money we do and who As human beings, believe weacquire all havea a purpose in life. people, customers and my suppliers.’ come back.

Remember, itwho costs lot more to we become. My personal life purpose is that, ‘I we exist in what we do and who A destiny that defines who are, customer than to retain one. order to a difference to the My lives oflooking my family, my Formake a very longwe time, I have been at the retail is that, ‘I exist in become. personal life purpose people,business my customers and my suppliers.’ modelorder in order to fulfil my life’stopurpose. to make a difference the livesI of my family, my 4. Embracebelieve helpfulthere marketing strategies.

In to bring in more is people, no greater toorder touch and impact the myway customers and my suppliers.’ of so many one go.promoting Retail my passion For a lives very long time, Ipeople have at been looking at isthe retail business, managers are responsible for the brand.

I will use desire to create atime, ‘Revolution in Retail.’ business model in order fulfil my life’s purpose.

I looking at the retail For a to very long I have been Learn theand best ways tothis market your area and implement a good This is my destiny. believe there is no greater way to touch and impact the business model in order to fulfil marketing plan. Know what works best for you as opposedmy to life’s purpose. I lives of so many people at one go.isRetail is my way passion believe there no greater to touch duplicating what the rest are doing.

This involves being able to and impact the I amuse therefore delighted say that my new company and I will this desire toof create a ‘Revolution Retail.’ lives sotomany people atinone go. Retail is my passion Society Stores launched its first retail clientele. store in Kenya clearly understand thehas demographics of your Once This is my destiny. and I will use this desire to create a ‘Revolution in Retail.’ through the of Leensof Supermarket located in the company gets onacquisition the radar screen your prospects, sales This is my destiny.

Thika. This will be the first of many outlets to come as increase as well as delighted the chances getting customers, and a solid I am therefore to of say that my new company we look to position ourselves as one of the ‘Best Retailers SocietyinStores has launched its first retail store to in say Kenya I am therefore delighted that my new company reputation is built.

Africa.’ through the acquisition of Leens Supermarket located in retail store in Kenya Society Stores has launched its first Thika.This Thishas willbeen the first ofthe many outlets to Leens acquisition Supermarket located in athrough lifelong that has of come trueas and 5. Understanding the be cash flow.

Thedream basic concept of come a restaurant we look to position ourselves as one ofbe thethe ‘Best Retailers Thika.

This will first of many Iislook forward toManagers sharing my journey with you askeepweoutlets to come as finances the cash flow. should be diligent in in Africa.’ weisn’t look to about position as oneand of the ‘Best Retailers grow. To me retail just theourselves huge turnovers ing daily profit business reviews or they a great threat. in Africa.’ margins that one canrisk make.

It is financial beyond that.

It isIt would important to on getaadream skilledthat financial assistant can Thisbe has been a lifelong has that come true and about focusing business model has thewho ability look forward to influence sharing my journey with you as we to positively the lives of millions of people whohas come true and aidI in keeping financial matters inbeen order.

This has a lifelong dream that everyday shop theabout retailthe outlets, the thousands of with you as we grow. To me retail isn’t just huge turnovers Iinlook forward to sharing my and journey jobs that that are created this industry directly profit margins one canby make.

It is beyond isand grow.

To me retail isn’tboth justthat. aboutItthe huge turnovers and anda finally business on which suppliers can about indirectly focusing on business modelthat that hascan the abilityIt profit amargins one make. is beyond that. It is thrive and also grow businesses. to positively influence the their lives of millions of peoplemodel who that has the ability about focusing on a business everyday shop in the retail outlets, the thousands to positively influence the lives ofof millions of people who Retail change entire landscape a country.

That the thousands of jobs that arecan created bythe this industry and everyday shop inboth theofdirectly retail outlets, is my vision, mya wish and my which hope that this business indirectly and finally business suppliers can jobs that areoncreated by this industry both directly and can be thegrow starttheir of something amazing that has a huge thrive and also businesses. indirectly and finally a business ontowhich Managers need a high level of personal and interpersonal skills be suppliers can impact on our Society. It is about leaving a legacy behind. grow their businesses. able to juggle tasks. Amongthrive other and key also values they require include: Retail can change the entire landscape of a country. That decisionis making skills, creative, intelligent, confident and much my vision, my wish andcan mychange hope that this business Retail the entire landscape of a country. That INSIGHT RETAIL | ISSUEis08a| practice OCTOBER - DECEMBER 2014 more. Above “management art and can18 beall, the start of something amazing that science, has amy huge is my vision, mywhere wish and hope that this business craft meet.

– Henry Mintzberg. impact on our Society.can It isbe about leaving a legacy behind. the start of something amazing that has a huge impact on our Society. It is about leaving a legacy behind.

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ISSUE 06 / APRIL - JUNE 2014

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RETAIL BUSINESS INTELLIGENCE

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GLOBAL LOYALTY TRENDS LOYALTY TIPS RETAIL HEALTH & SAFETY LOYALTY MARKETING RETAILER ASSOCIATION

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“One of thepassions; huge mistakes peoplechoose make is that your your passions you. ” they try

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ike any other business, running a restaurant is hard work and its success is dependent on how much effort you are willing to put into it. Restaurant management involves many different aspects: public relations, inventory, dealing with staff, customer service and the list could go on and on. Good managers are not born overnight, weather managerial skill is a value of nature or nature is however a discussion for another day. Whichever the case, good management calls for practice, endurance and the ability to take up leadership roles, to foresee the success of the business. Here are the necessary prerequisites that managers can embrace to revolutionize their working systems.

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HOSPITALITY TRAINING

The Effects of Training in the Hospitality Industry

By: Sharon Spaltenstein, Principal, Boma International Hospitality College in partnership with Alpine Center Switzerland

H

ospitality organizations have long understood that people are their best assets. In this very competitive hospitality and tourism industry, companies that allocate funds, time and efforts for the training of their staff at all levels are the ones that will survive and flourish.

Is it not the primary function of businesses in the hospitality industry to provide the best service to its guests? The importance of employee training and development in hospitality cannot be overstated, because the ultimate goal is guest satisfaction. Without proper planning and implementation of training and development, a hospitality business that interacts with guests 24 hours a day for 365 days a year is doomed to fail.

Employees from entry level to managers and owners, affect the guest experience! Without proper induction, continued training and development initiatives, performance can go off track, affecting the bottom line of any organization. Although training is perceived as an expense, the true benefits can outweigh the costs involved. Hotel owners and managers need to commit to the on-going training of their staff to ensure ongoing success.

In almost all branded hotels, a training department exists alongside the Human Resource department and their job is to plan, produce and monitor annual training programs. However smaller and independent

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hotels might not have stand-alone training departments and that is where the role of the heads of departments become very important.

But heads of departments are also in need of executive training and development to keep up with the latest trends. As an example, with the increasing potential of terrorism in hotels globally, wouldn’t incorporating security and safety training sessions be essential to all departmental heads and executive committee members?

How do we go about identifying and planning training needs? Three useful sources for identifying your training needs are your guest reviews, mystery shoppers and staff appraisals. If you have noticed an increase in complaints from guests about delays in their check-in and check-out procedures, then perhaps front desk staff requires training for efficiency in performing these tasks. If guests complain about food quality and service, your training efforts must concentrate on these two areas.

One of the tasks of the training department

INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

of a hotel is to prepare appropriate training need analyses coupled with career development plans. Providing career paths for your staff is a motivational tool that encourages staff to strive to do well in order to get job satisfaction and perhaps career advancement.

Another motivational tool is offering certifications for courses completed by staff at authorized institutions specialized in training and development. A company’s commitment to training and skills certification gives them a competitive advantage in both local and international markets.

At Boma International Hospitality College in partnership with Alpine Center Switzerland we offer a variety of full-time study options, as well as, both short courses designed for hotel staff with the aim of improving and updating their skills, and the opportunity of enrolling for online courses through Alpine Center Switzerland—all leading to recognized certifications.

Training is essential; re-training is equally important in order to provide excellence in service.

• Industry-specific capabilities • A simple, elegant user interface • Mobile capabilities over another franchise or any another business for that matter, he had to make it the best business opportunity available. His competition was not the other restaurants, but other business opportunities.

Kroc went on to work on McDonald’s to make it the business opportunity of choice by refining it to the point that it would operate in a consistent, predictable manner, the same way time after time with a low-skilled staff made up largely of teenagers.

The ‘system’ is the solution. To have any chance of realizing his vision of a company with hundreds and even thousands of hamburger joints, Kroc knew every restaurant had to be operated in exactly the same manner. He required every new franchisee to attend the corporation’s Hamburger University to learn the McDonald’s “system” or way of doing business regardless of their experience.

Upon graduation, each franchisee knew precisely how to operate a McDonald’s restaurant. They were told to operate their restaurants “exactly” this way because “it worked.” If a franchisee deviated from the system in any way they risked losing their franchise.

get critical information to the right earned working with customers in RESTAURANT TRENDS your industry to change the way you people, and discuss it in real time. run your restaurant, Hotel, Fast Food Operational efficiency Legacy systems and Beverages/Coffee shop to be more make it difficult for you to realize the efficient and effectiveness.

Top Ten Things to get Right When Opening a Restaurant 1. Target Market

rules regarding hygiene, sanitation and safety.

Being in violation of any rule can lead to fines and legal liability, and perhaps even more importantly, can ruin a restaurant’s reputation.

Getting the clearest possible picture of one’s target market will help with virtually every aspect of the business. Consider age, income level and lifestyle of the customer to whom you wish to cater. Where do they live? How do they spend their time? What do they value most? Know the answers to these questions and be able to clearly envision the types of people you expect to fill your tables or visit your counter.

7. Pricing

Not every item on the menu will be equally profitable, but one needs to make sure that items are priced to avoid loss. The cost of food will fluctuate over time, meaning one will need to cushion his prices to maintain profitability – and monitor the suppliers like a hawk. If in doubt, price high to start off with and attract customers with introductory deals and discounts. That way a restaurateur sets his customers’ expectations of higher pricing to come, but still make it cost-effective for them to try out initially.

2. Differentiating Factors

For a restaurant to be successful, it needs to stand out in a way that the customers perceive as valuable. Make sure the thing that makes the restaurant different than the competition is something that the target market will appreciate.

8. The Menu

3. Location

The menu will likely be fluid, change many times as you begin to see what the diners enjoy the most however, it is important that youINSIGHT start off with the right| initial to keep HOTELIER APRILmenu - JUNE, 2015 guests coming back. Resist the temptation to create a huge menu with something for everyone. Providing fewer options that cover a large spectrum will help you to control costs and keep the kitchen running smoothly.

You can always add variety by offering daily specials.

Most restaurants do not get enough business because they are not at a convenient option.

If you are scouting for a location, make sure to check foot traffic, check out the zoning laws applicable to the building and tailor the location to the market you are trying to serve.

&

4. POS System

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Today, a good POS system is as important as a reliable grill in a busy restaurant. The right system will help cut down on kitchen errors, 9. The Staff manage inventory, control costs, prevent Turnover is very high in the restaurant theft, track the popularity of dishes, reconcile industry, but do not make the mistake of tips, keep the books accurate and much looking at your employees as disposable. more. Consider the POS system carefully, HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE At any given time, you want to staff your remembering that you will come to rely on restaurant with the best available people, it for way more than printing and processing not just warm bodies. Fill every position with checks.

This systems approach to operating care from the dishwasher who needs to be a a business does not apply solely to team player to the restaurant manager who needs to be personable, professional and franchised or chain restaurant. A systems 5. Policies and Procedures The most successful restaurants have policies responsible. Every team member will play an approach works anywhere and one has and procedures for everything from opening important role in determining the success of to have a systems approach to operate a to greeting customers to dealing with successful restaurant because there are complaints to handling deliveries to cleaning. the restaurant. just so many variables and functions that Implement systems for every aspect of the need to be executed the same way, every daily operations and handling unforeseen 10. Customer Service Strive to create a true experience for the time, with every guest. circumstances. Make the policies and customer. Being committed to putting procedures crystal clear by putting them in Without a system, it is nearly impossible writing and ensure that every member of the customers first is vital to the success of any restaurant. At some point, the team is going for employees to create a consistent and team live up to them. to make mistakes. The kitchen is bound predictable experience for the guests over “Hotel Suppliers event for the coast region”. to get backed up sometime, a guest may and over again. In short, without a system, 6. Cleaning Practices accidentally be overcharged. all is lost.

Every restaurant is subject to a strict set of

Having a system is the only way to get extraordinary results out of ordinary people. Restaurants cannot afford and really do not need extraordinary people but they do need to leverage their people with excellent systems. You want ordinary people who are able to produce excellent results by having very good systems.

Brings to you

P.O. BOX 4598-00506, NAIROBI. TEL: +254 (0) 736 981 113 / 737 981 113. Email: limrok@africaonline.co.ke

INSIGHT HOTELIER | APRIL - JUNE, 2015

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P.O. Box 4598-00506, NAIROBI. TEL: +254 (0) 736 981 113 / 737 981 113. Email: limrok@africaonline.co.ke

8 26 - 2BER th

th HOTELIER - Edition 04| Aug 15th - Nov 15th,2015 INSIGHT

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HOSPITALITY EVENTS

Most Comprehensive Hotel Industry event in Mombasa, Kenya

giving our local as well as international product suppliers an edge by providing a platform for them to engage and interact with hotels and lodges that are based in the Coast region.

Following the success of the Kenya Hospitality Trade Fair 2014 organized

by Slujan Events, Mombasa Hotel Show 2015, provides an opportunity for our exhibitors and sponsors to directly meet the needs of the hotels and lodges of the Coast region and its environs.

S

lated for 26-28 November 2015 in Mombasa, welcome to Mombasa Hotel Show 2015, the most comprehensive business-to-business event for the hospitality and hotel industry in Mombasa, Kenya.

The number one event for suppliers who specialize in Kitchens, Bathrooms, Facilities Management, Technology, Security, Hotel Services, Fit Out, Operating Equipment and Supplies, HORECA, Interiors, Lighting and Design, Hotel Build or Leisure and Outdoor.

Meet, network, grow sales and increase awareness of your business in the coast region. With over 2,500 hospitality

12

professionals at the event, do business with key buyers from leading hotels, lodges and hospitality establishments including; owners, operators, managers, consultants and developers.

After a successful 2014 show and with the continued support of the Department of Tourism and Culture Development, Mombasa County and Kenya Association of Hotel Keepers & Caterers (KAHC), we look forward to bigger and better 2015 where we will offer a host of new exhibits, features and even better professional sessions.

The show running on the theme, “Getting Back on Track�, is aimed at

INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

Slujan Events target to host over 50 exhibitors from both local and international markets. However, with over 15 exhibitors having shown interest in participation, this target may be surpassed as the hotels, suppliers and service providers continue to show interest in participation. The three day event shall attract in excess of 2,000 hoteliers from the region.

We look forward to having an enjoyable and fruitful engagement with you at the Mombasa Hotel Show and in our other networking forums.

For more details about the show and exhibiting, kindly visit; www.mombasahotelshow.com or Call us at +254 714 33 22 11

“Hotel Suppliers event for the coast region”.

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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 INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

13

industry Clique Ltd www.clique.co.ke is strategically positioned to service you

HOSPITALITY Good news is that with a SERVICE deep understanding of the underlying detail for this fast grow industry Clique Ltd www.clique.co.ke is strategically positioned to service you

Notable Developments within the Foodservice Sector

Images to use

Images to use

By: Anthony Maloba – Sales Director / Clique Ltd COFFEE SHOP With the emerging or influx of reputable both local and international restaurant chains & Coffee Shops within E.A and more specifically Kenya, I share the thought that we should explore and understand what it is all about.

It is quite acceptable considering the growth in the middle class economy and speed at which turn-around time demands for us to move most global fast food Chains have suitably curved their niche based on Quality, Speed, and ultimately profits.

When you observe keenly their labor cost is quite effectively managed and efficiency is maximized. Precisely Coffee shops is a concept more originating from U.S which involves service at record time and it only provides for strictly what you need -basics only. Its terms of service “OPEQ” (equipment) and set up is more informal just not elaborate but decently considered.

CONTINENTAL CONCEPT Here to stay are again more slowed down and cut to edge restaurants in up market areas of Nairobi that still thrive exceptionally on slowing you down and having you appreciate the value for your spending I am talking about well developed, detailed and innovative food service continental concepts based on quality products served in “acceptable time”. Better still on both

14

fronts it is quite nice to have a slice of both. They are more sophisticated and more leisure inclined. Not in a rush.

SPECIALITY RESATURANTS This are thoroughly theme based and concepts are borrowed from various cultures and the same goes for the menu or Cuisine for example Italian , Japanese Korean, Spanish ethopian etc even décor is more adopting the aura or style of that particular nation or country.

INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

As such there are available a few reputable, dependable supply partners to the foodservice sector that you would rest assured work with in this region who keep Internationally accredited product brands that fully certified and Food safe which is very crucial at this point in time.

Good news is that with a deep understanding of the underlying detail for this fast growing industry Clique Ltd www.clique.co.ke is strategically positioned to service you

Are you a service provider for the Hospitality Industry?

Get connected to the Hospitality industry now...

Our magazine reaches out to the Hospitality industry directly and indirectly using partners associations such as

Insight Publication P.O. Box 36106-00200 Nairobi Tel +254 (725) 735 350 690 Email: hotelier@insightpublication.org info@insightpublication.org www.insightpublication.org INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

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HOTEL SECURITY RFID and HT RFID, providing the latest RFID technology with modular and traditional designs for any hotel decor. www.onity.com Q: What are the main products requested by users and establishments, and what innovation are you working on?

Integrating intelligent locking systems that combine electronic locks with other systems, such as energy management systems, have become a popular request from customers. Combining these systems provides better service and thus improves the level of guest satisfaction.

For example, the interaction between the energy management and property management systems enables the property to adjust rooms to ideal room temperatures in the time it takes from initial check-in to the guest’s arrival at the room Q: When choosing a product type within the access control, safes and security, what factors and aspects do you put into account for the employer?

A

nticipating for risk in the hotel security arena is a daunting task especially with the emergence of new technological trends, policies and regulations, which have revolutionized the approach on how situation are handled. We caught up with Navraj Sagoo, Director - Mohinder Lock Systems Ltd, who is a lock & safe specialist and also provides architectural supplies.

Q: what are the benefits of having security features within a hotel?

A: Security is vital within any hotel environment from the guest rooms to the conference rooms and even to the pool areas. Hotel guests must feel safe and secure in order to enjoy their stay, and when they leave the room they want to be assured that their belongings are protected.

Hotel guests perceive appropriate security features within a hotel complex as evidence that their safety and wellbeing is highly prioritized by the hotel management.

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Q: There has been a major technological improvement on security products in the country, what are the major steps that have been taken in the last decade?

The journey from magnetic to RFID is one of the major transformations in the industry in the past decade.

The contactless RFID electronic locks incorporate other opening devices, such as wristbands, key fobs, and other portable devices that can open the lock. Besides offering comfort and ease of use, these different and new forms of opening devices also reduce the probability of losing the card.

The RFID key card is useful especially to resorts that offer a wide variety of guest amenities that are restricted to guest-access only. Also, the RFID key card improves operational efficiency by reducing the cleaning required for lock read heads.

Onity has recently launched its electronic lock models ADVANCE

INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

These types of systems are required to be fully reliable in terms of security, but also be manageable. The devices should be ergonomic, user-friendly and intuitive for the guest to use. The bottom line is convenience for the guest and the staff.

Q: What role do you play when it comes to rehabilitation and restructuring of hotels? (New market vs aftermarket) A: A good and reputable company like ONITY for example, equally supports both new hotel projects and aftermarket retrofit opportunities. They offer ideal solutions for new construction projects and renovations with specific solutions to meet the needs of each project. For example, Onity offers custom cover plates and wraps for competitive upgrades.

Q: Finally, and from your point of view, what are the prospects for the sector in the coming years?

A: An emerging trend is integrating intelligent locking systems that provide real-time information to anticipate a customer’s needs. This provides a more efficient workplace, increases guest satisfaction levels and reduces overall operating costs.

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 - Edition 04| Aug 15th - Nov 15th,2015

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HOSPITALITY MARKETING

Why Hoteliers should adopt online marketing strategies A

s technology continues to advance and scale new heights with every passing day, organizations must adopt new technologies as a necessity to cope with emerging market. Among other vital aspects, the role of ICT in communication, production and delivery of services offers a win-win solution to the involved: customer satisfaction as well as revenue growth.

Shifting trends in consumer expectations is a key driver in helping businesses create and adopt systems that respond to specific target client base as well as general market demand. The impact of technology on the hotel industry goes beyond your usual phone and Wi-Fi installation to intricate details such as the reviews your guests leave online (remember the internet never forgets), to details such as how you relate to any third party, including OTAs and other commissionable agents.

To be very candid, anyone involved in the industry cannot afford to be left out by this new and strong wave of the World Wide Web, hoteliers must in addition to the traditional methods incorporate new and upcoming solutions at every level of strategizing.

Its worth of note that while the preceding years had heavily dwelled on traditional booking methods and word of mouth references, the process is now largely completed online. Statistics by United Nations World Tourism show that more than 59% of bookings are researched, booked, paid and reviewed online. This report evidently points to the shift in consumer preferences, and why hotels must take online marketing as a serious aspect of promoting their brand.

This can be achieved by employing interactive channels at every stage of the hotel-guest interaction by anticipating customers’ needs and proactively meeting them. One of the tried and tested ways is to make sure that your product is found at the point of demand; on the web.

Research by London-based market intelligence firm Euro monitor indicates that the average consumer will visit 14 travel related websites before placing an

18

online booking, and may return to the same site for approximately 3 times before finally making up their mind on the selection.

This prompts the question, what will the customer be doing all this time? The simple answer is that, they will be reading reviews by previous guests, taking stock of your response time, and hopefully getting carried away by your on-site content. Time spent on your site also fundamentally depends on the speed of your interface.

While traditional methods of marketing such as print ads, TVs and outdoor branding have own and well calculated targets, hotels must embrace digital and online based marketing to reach out the rest of the world that may seem virtually inaccessible in real life; case in point is the most recent report that puts the global digital native population at 30%, this without doubt are the college going and adventurous lot who are known to embrace brand royalty for as long as their needs are met.

Creating online awareness and growing your brand with this age bracket almost ensures a life time customer and ambassador at no extra cost.

Creating marketing models wound around target groups does not only guarantee conversion, it also ensures that your product receives great referrals to potential guests on related platforms such as social media

INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

and community forums. These are great channels to create personalized interaction with customers, without incurring costs on postage stamp or courier services.

Hotels taking up the digital route do not necessarily need to wait until they have a running website to leap the benefit of online marketing; the rise in growth of online booking platforms such as Jovago. com, guarantee optimum online visibility for partner hotels signed on the platform.

However, hotels with already exiting websites can install interactive tools such LiveChat, guest microblogging and virtual tours.

Going by industry projections and the upward trajectory in the global ICT industry, hotels have no choice but to adopt techsavvy systems that answer to their techsavvy customer with effective consistency.

A simple module would be to keep in mind that, the moment a guest walks in to a hotel, they are more likely than not to post their braggies on all social media platforms, such guests will keep live updates of their stay via your Wifi, and definitely leave a review for future guests on different review platforms.

Be part of this process.

By Lillian Gaitho, PR Manager for Jovago You can reach her on +254, 729 823 884 Email; lilian.gaitho@jovago.com Twitter: @LillianGaitho

HOSPITALITY ASSOCIATIONS

KENYA COAST TOURIST ASSOCIATION The Kenya Coast Tourist Association is a non- profit organisation established in 1948, under the umbrella of the East Africa Tourism Travel Association (EATTA); the first recorded tourism promotion organization in East Africa. It is situated at the corner of Moi Avenue junction and Aga Khan Road in KCTA building.

Our members are broadly spread across the coastal region that includes: individuals, companies and associations. KCTA serves as the coast region’s tourism umbrella body with the focus on developing a consolidated voice in policy making that will drive the improvement and development of the tourism industry and allied tourism services within the region.

We bring together all stakeholders for the purpose of advancing advocacy issues to the benefit of businesses and communities. KCTA currently has a membership of 118 comprising of Banks, Hotels, Tour Operators, Allied Businesses, Government Institutions and Community groups. It really is the ‘‘Business Association of the Tourism Sector’’ with our area of jurisdiction being from Vanga to Kiunga.

Presently, the Association is managed by a strategic Secretariat headed by the Chief Executive Officer and five members of staff, in ensuring the day to day operations of its affairs under the guidance of a 9 person’s Executive board, who are under the leadership of the Chairperson. KCTA has a Board of Trustees that comprises 5 individuals.

KCTA has successfully been involved in lobbying the government on policy issues which affect the sector at the Coast and demand for better and quality services by public institutions.

It promotes responsiveness by bringing together various stakeholders from the region to lobby for good governance within the local government, service delivery institutions, and the private sector and ensure efficient and effective service delivery to our members.

More Information: KCTA Building- Moi Avenue and Agakhan Road Junction P.O Box 99574 - 80107, Mombasa Telephone: +254 722 475796, 041 2225428 Email: kenyacoastta@gmail.com / ceo@kenyacoast.net

Pubs, Entertainment and Restaurants Association of Kenya (PERAK) was formed in 2004 and represents members who run and manage Restaurants, Bars/ Hotels and Entertainment venues.

Its main objective is to bring together operators with a view of resolving common problems in the industry and help members comply with various regulations governing the hospitality industry.

It is a membership organization that members subscribe to annually and abide by a certain code of ethics.

We boast of a membership of active listed members and more in thousands engaging non-members.

Tourism and hospitality sector has witnessed major challenges over the many years due to the political unrest, changes in legislation and other inherent difficulties.

The Pubs Entertainment & Restaurants Association of Kenya (hereby referred as PERAK) is currently seeking measures to assist members with financial and operating solutions to overcome these challenges.

PERAK has since studied the industry and established that the sector has a great potential to sustain itself as well as contribute to national development. The Association feels it is high time the Government amends the tax rates regime and enforce administration in the industry which will have a great impact on the overall performance.

Tourism and the hospitality sector is one of the key economic drivers of the country and its performance has a direct and a profound impact on the GDP and employment creation.

Our mandate has been to seek level playing field but also provide much needed resources for the sector to plough-back into marketing and development of the sector. Lobby the government on issues affecting the industry.

With coming together of the stake holders in the industry there is so much that can be achieved.

Pubs,Entertainment and Restaurant Association of Kenya. (PERAK).

Chania Avenue Off wood Avenue Gate 4 @Taranaki Court.

Tel:254 722-773238/+254722 469 590 E:marketingnbi@perakkenya.co.ke www.perakkenya.co.ke INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

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HOSPITALITY AWARDS

Hotels, Resorts, Lodges & Camps Listing 2015 World Travel Awards celebrated its 22nd anniversary this year at a spectacular event held on the 20/06/2015 at Kempinski Resort Seychelles. The ceremony which was attended by the industry stakeholders globally saw Kenya win a total of nine trophies. The winners and nominees in Kenya on different categories are as follows: Leading Hotels in Kenya – Overall, Business, Residence and Brand Hotels Hotels: • Nairobi Serena Hotel • Fairmont Mount Kenya Safari Club • Fairmont The Norfolk Hotel • InterContinental Nairobi • Safari Park Hotel & Casino • Sankara • Sarova Stanley • Tribe hotel

Leading Overall Resort, Spa Resort & Beach Resorts Resorts: • Kinondu Kwetu • Alfajiri Villa Resort • Hemingways Resort • Leopard Beach Resort & Spa • Mt. Kenya Safari Club Spa Resorts • Enashipai Resort & Spa • Diani Reef Beach Resort & Spa • Leopard Beach Resort & Spa • Lion In The Sun • Ocean Beach Resort & Spa

Business Hotels: • InterContinental Nairobi • Fairmont Mount Kenya Safari Club • Fairmont The Norfolk Hotel • The Nairobi Serena Hotel • Sarova Panafric • Sarova Stanley • Tribe Hotel Residence Hotels: • Palacina The Residence & The Suits • Eden Beach resort & Spa • Safari Park Hotel & Casino • Wouburn Residence Club

Beach Resorts: • Diani Reef Beach Resort & Spa • Alfajiri Villa Resort • Leopard Beach Resort & Spa • Msambweni Beach House • Sarova Whitesands Beach Resort & Spa • Severin Sea Lodge • Swahili Beach • The Majilis • The Red Pepper House

Brand Hotels • Kempiski Hotels • Fairmont Hotel & Resorts • Hemingways Collection • PrideInn Hotels & Conferencing • Sarova Hotels, Resorts and Game Lodges • Serena Hotels

Lodges & Camps 2015 Safari Lodges • Finch Hattons • &Beyond Kichwa Tembo Masai Mara Tented Camp • Amboseli Serena Safari Lodge • Elsa’s Kopje • Governors Camp • Keekorok Lodge-Sun Africa Hotels • Little Governors’ Camp • Ol Tukai Lodge • Sanctuary Olonana • Sarova Lion Hill Game Lodge • Sarova Shaba Game Lodge • Saruni Samburu • Serena Mountain Lodge Tented Safari Camps • Encounter Mara • &Beyond Kichwa Tembo Masai Mara Tented Camp • Ashnil Mara Camp • Elephant Pepper Camp • Kicheche Bush Camp • Mahali Mzuri • Sarova Mara Game Camp • Severin Safari Camp Safari Camps Brands • Porini Camps • Governors Camp Collection • Heritage Hotels • The Safari and Conservation

@insightpublication.org | info@insightpublication.org blication.org 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

Note: With Bold are winners in 2015 and Ranking of runners’ up is by order in each category above TANZANIA | Hifadhi EPZ Ubungo, Off Morogoro Rd , Dar Es Salaam, Tel: +255 22 277 3391 Source: http://www.worldtravelawards.com Cell: +255 767 607 000 e: info@securityworldtech.co.tz 20

INSIGHT HOTELIER - Edition 04| Aug 15th - Nov 15th,2015

Suppliers Guide

HOTELS | CAMPS | RESORTS | RESTAURANTS & LODGES RESOURCE MAGAZINE

Weinvite invitethe the Hospitality industry solution providers get We Hospitality industry solution providers to getto listed listed in the upcoming issue 05 Hotelier of the Hotelier magazine in the Upcoming Issue 04 of the magazine on the on the respective areas of service delivery to the industry suchas… as... respective areas of service delivery to the industry such

The Listing Categories are as follows

Coming up

Hospitality Contact us for more information on listing Insight Publication P.O. Box 36106-00200 Nairobi Tel +254 (725) 735 350 690 Email: hotelier@insightpublication.org info@insightpublication.org www.insightpublication.org

HOTELS RESORTS RESTAURANTS LODGES

CAMPS

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