Canadian Lodging News - April 2014 by Ishcom Publications

LodgingNews April 2014 Vol. 11 No. 3

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New Holiday Inn Express prototype revealed at warehouse in Smyrna, GA

A “comprehensive renovation”

Left, Jennifer Gribble of IHG shows a photo of the exterior of the Holiday Inn Express prototype. Above, the great room of the new Holiday Inn Express lobby. For more photos go to www.canadianlodgingnews.com.

Canada Post Publications Mail Agreement No. 40010152

By Colleen Isherwood, editor SMYRNA, GA—A select group of media previewed the new Holiday In Express prototype in a warehouse in Smyrna, GA late last month. Formal announcement of the new design came later that day at The Hunter Investment Conference in Atlanta, GA. Jennifer Gribble, head of the Holiday Inn Express Brand, the Americas at IHG, showed the journalists artist renderings of the exterior, the floor plan and the new lobby, and gave them a sneak peak at a model guestroom. The new prototype is suitable for new builds, but elements were also designed with conversions and retrofits in mind. The brand sought input from a group of owners, and stressed guest input throughout the process. Inside the warehouse, they set up foam core models that could easily be changed as participants suggested modifications. Innovative features include a

barn-door style rolling wall that separates the living and sleeping areas from the washroom and coffee areas, so that one person can get ready while the other sleeps in. The guest room entrance includes pegs for clothes, plus ledges where guests can drop their keys or plug in their phones or even their hair dryers. The environment and a good night’s sleep were top of mind in the new prototype, which was prepared with the help of Shea Design out of Minneapolis. The rolling wall, the headboards and wall structure were all designed to minimize noise, while drop-down blinds and the rolling wall help block out light. On the other hand, there is lighting where it is most needed. The desk looks like an architect’s table, with task lighting directly overhead. This gives a clean, uncluttered look for the desk. All of the lamps have the on/off switches in the same place, and the rooms have eight to 12 plugs to accommodate guest devices.

Fairmont Le Château Frontenac is undergoing a revamp to the tune of $70 million, as described to CLN by GM Robert Mercure.

Newfoundland hospitality rocks GANDER, NL— Kristen Smith, contributing editor for CLN, travelled to Gander, NL for the Hospitality Newfoundland and Labrador conference, headlined by Alan Doyle of Great Big Sea (right). Her editorial appears on page 4 and her report on page 10. See also Provincial News, page 21, for HNL award winners.

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‘Scentsitivity’ essential for your hotel patrons

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Don’t underestimate the guest’s sense of smell and the powerful emotions it can evoke.

HAC Travel Intentions Survey 2014

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CLN provides an infographic showing the highlights of the Hotel Association of Canada’s annual survey.

The survey of Canadian travellers is the tenth annual Canadian Travel Intentions Survey undertaken by the Hotel Association of Canada. This survey was fielded by Opinion Search and defines a traveller as someone who will stay at least one night in a hotel, motel or resort.

Continued on page 3

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Comprehensive Château Reno

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BR I E FS

CRFA now Restaurants Canada: The voice of foodservice TORONTO—The Canadian Restaurant and Foodservices Association (CRFA) recently announced it was revamping its brand with a new name and tagline— “Restaurants Canada: The voice of foodservice.” The association will be changing over all facets of its visual identity in a rollout over the year. A contest will determine the new name for the CRFA Show for 2015. More than 1,200 exhibitors set up at the Direct Energy Centre, Exhibition Place March 2 to 4 for the 70th anniversary CRFA Show.

In what GM Robert Mercure calls “a comprehensive reno,” Fairmont Le Château Frontenac is being revamped to the tune of $70 million. Even the food will be tweaked by chefs Stéphane Modat and Baptiste Peupion (above) to become more local, accessible and friendly.

QUEBEC, QC—It’s something that’s never been seen before, says general manager Robert Mercure. He’s referring to the $70 million renovation of Fairmont Le Château Frontenac. At press time, the restaurant was closed, the lobby was closed, and all but a couple of hundred rooms were undergoing changes. “We’re looking forward to unveiling it in June,” Mercure told CLN in an interview, adding that everything except the Fairmont Gold floor rooms should be completed by then. This is more than a renovation: it’s a reinvention or repositioning of the property, said Mercure. “We’re maintaining the heritage, but adding more contemporary elements and design style to the hotel.”

Quebec cuisine, but new chef Stéphane Modat will incorporate some of the latest trends. And while the restaurant will still use serving carts, the chefs have come up with a dynamic new way to employ them. The Champlain restaurant will have a private wine list and a private label Château Frontenac wine designed by world-class sommelier François Chartier. Le Château Frontenac will still serve high tea, but with a new Quebec focus and interpretation. Teahouse Camellia Sinensis will create tisanes using local ingredients. In the new bar, the mixologist will mix up “really amazing evolutionary mixology of cocktails from the region,” Mercure said.

Short, intensive reno

Two new restaurants

This massive renovation started just a year ago, in March 2013—almost all the changes will take just 18 months. Mercure described it as “an intensive renovation in a short period of time,” adding that one of the major challenges was coordinating everything so that it could be completed on schedule. Restaurant concepts at the 618-room, 18-storey historic property will be totally redone. The renovated Champlain restaurant will feature wood floors, and will be less formal, more accessible and more trendy, while still incorporating some classical elements. For example, the restaurant will still feature

The new restaurants to be called 1608 and Le Sam are scheduled to open soon. The new 1608 wine and cheese bar will occupy the rotunda area of the hotel, and will offer high end, premium wines by the glass along with a huge variety of cheeses from Quebec. The cheeses will also be available in the Champlain Restaurant. “Le Sam” is Samuel de Champlain. Mercure called the restaurant concept “bistro evolutive”. It will feature baked casserole dishes and regional foods, as well as an open kitchen. Le Sam will be informal and family friendly for lunch and dinner, but will turn into a Jazz bar with live music in the evening.

Meeting space will be increased by 75 per cent, from 23,000 to over 40,000 square feet, using areas that were formerly part of the retail space. “This is allowing us to bring back a large amount of convention business—groups that had grown too big for us will be able to return,” said Mercure. The renovated space will include a private group check-in area and a group dining facility. Up to 500 guest rooms will be available for conventions. Two thirds of the guestrooms will receive a full renovation including the bathrooms, while the rest will get soft goods renovations. “We are keeping 200 rooms in the classic style we all know,” Mercure stressed. “Some people prefer traditional rooms.” He does not want to lose the existing client base which he describes as “formidable.” A temporary Fairmont Gold offering will be available from Feb. 1 to June 30, 2014, located on the 9th floor of the hotel, and the renovated Fairmont Gold rooms should be completed by the end of June.

Convention bookings “Reactions from guests have been good—especially meeting planners. We have the strongest backlog of conventions sold in the history of the hotel,” said Mercure. For more photos go to www.canadianlodgingnews.com.

IHG sought guest/owner feedback Continued from page 1

The seating area is located by the window and more importantly, away from the halls, so that noise from four-to-a-room sports teams, for example, is as far away from the corridors as possible. The owners’ group worked on the new design for just seven months, and two of those owners were on hand at the warehouse to talk about their involvement in the project. “IHG and the owners’ group worked hand in hand,” said Punit. R. Shah, president and CEO of Liberty Group based in Tampa, FL. “We understand who the guests are and the return on investment. “We have valuable real estate on the ground floor, so we moved the business centre to the

main area, and combined a meeting room with the breakfast room, so it doesn’t just go dark after breakfast.” “We wanted to keep the noise away from the guestrooms and lobby,” noted owners’ group member Asad Malik, president and CEO of Amerilodge Group, Rochester Hills, MI. Laundry, the pool and change rooms are all in a corridor along an exterior wall so noise from those amenities doesn’t affect guests trying to sleep. Some of the design features are especially suitable for Canada’s harsh winters, said Joel Eisemann, IHG’s chief development officer, The Americas. The new entrance features a substantial porte-cochère. “When it’s snowing, raining or cold, this covered area makes it easier to enter the building,” he told CLN.

Bringing the pool indoors was also good for Canadian owners. “There are a lot of environments where an indoor pool is really important,” Eisemann added. Eisemann said there is no deadline for properties to implement the new prototype, and that elements can be incorporated pieceby-piece in existing properties or conversions. IHG plans to roll out the prototype at the end of June, “but we’re already talking to owners today,” said Eisemann. “Holiday Inn Express was already a powerful brand—the new prototype will position it even stronger going forward.” As of year end 2013, there are 84 Holiday Inn Express hotels (8,655 rooms) open in Canada and 18 more in the pipeline.

PEI restaurateur newest chair of Restaurants Canada TORONTO—Liam Dolan (above), chef and owner of three restaurants in Charlottetown, is the new chair of Restaurants Canada. Dolan, who has served on the board for nearly 13 years, was elected chair at the association’s annual meeting on March 4 during its annual tradeshow. As chair, Dolan will lead a volunteer board of the business association representing 30,000 members in Canada’s $68-billion restaurant industry. “I’ve worked in foodservice since I was a teen, and I’m honoured by this opportunity to use my passion for the business for the greater good of Canada’s restaurants,” said Dolan. Dolan opened his first restaurant in Charlottetown more than 30 years ago and now operates three restaurants: the Claddagh Oyster House, the Olde Dublin Pub and Peake’s Quay Restaurant and Bar.

TripAdvisor GreenLeaders comes to Canada and Europe NEWTON, MA—International travel site TripAdvisor announced plans to extend its GreenLeaders program showcasing eco-friendly hotels to Canada and Europe on March 17. Developed in consultation with the United Nations Environment Programme, the U.S. Green Building Council, Energy Star and the International Centre for Responsible Tourism Canada, the program aims to help travellers around the world plan greener trips by highlighting hotels and B&Bs engaging in environmentally friendly practices. The program has awarded more than 3,700 U.S. hotels and B&Bs the TripAdvisor GreenLeaders status since it launched last April. Eligible businesses can apply at no cost by going to http://green.tripadvisor.ca.

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CANADIAN LODGING NEWS

LodgingNews www.canadianlodgingnews.com Editor Colleen Isherwood ext. 231 cisherwood@canadianlodgingnews.com Senior Contributing Editor Leslie Wu ext. 227 lwu@canadianrestaurantnews.com Contributing Editors Marni Andrews marni@trolltales.com Don Douloff ext. 232 ddouloff@canadianrestaurantnews.com Larry Mogelonsky larry@lma.ca Kristen Smith ext. 238 ksmith@canadianlodgingnews.com Jonathan Zettel ext. 226 jzettel@canadianlodgingnews.com Senior Account Manager Debbie McGilvray ext. 233 dmcgilvray@canadianlodgingnews.com Account Manager Kim Kerr ext. 229 kkerr@canadianlodgingnews.com Production Stephanie Giammarco sgiammarco@canadianlodgingnews.com Circulation Manager Don Trimm ext. 228 dtrimm@canadianrestaurantnews.com Controller Tammy Turgeon ext. 237 tammy@canadianlodgingnews.com

Com m e n t By Kristen Smith, contributing columnist

Maritime hospitality I recently had the pleasure of travelling to Newfoundland and Labrador for a conference and was moved by the strong sense of place I felt there. A first-time visitor, I had heard the province boasted some of the friendliest people in Canada and was looking forward to meeting some of its tourism operators at the Hospitality Newfoundland and Labrador conference and tradeshow. Newfoundlanders have also been touted as having a great sense of humour and, although my visit was short, if there is an islander without one, I’m convinced they aren’t in the hospitality business. While generosity and accommodating attitudes often come to mind when the term Maritime hospitality comes up, those notions seem to apply to the way the province’s industry

members treat each other as well. “We all belong to one big team in the tourism industry in Newfoundland and Labrador,” said HNL chief executive officer Carol-Ann Gilliard in the opening session of the tradeshow and conference held in Gander, NL, in late February. Rex Avery, incoming HNL chair and vicepresident of Steele Hotels said it a number of times and a number of different ways over the course of the three-day event: if one succeeds, we all do. Gilliard later told me that HNL is the provincial network of tourism operators who share the same values. “Our role really is to wrap our arms around that network of people and help them improve—become more viable and competitive,” she said.

The organization does that primarily through advocacy and skills training. But they don’t do it alone. HNL partners with destination management organizations that are on the ground in the province’s five regions and invites other organizations to the table. The annual conference is an opportunity for all the stakeholders—the province, associations, tourism board, hoteliers, tour operators and restaurateurs—to come together and drive the direction of provincial hospitality. The province has made great strides with an advertising campaign focusing on the natural beauty and unique culture in Newfoundland and Labrador. With more than 10,000 people working in the tourism industry, Gilliard spoke of the responsibility to maintain the many natural beauties the province has been blessed with. “We are one of the ways to balance the resource equation,” she said. Gilliard spoke of the inherent connection between tourism and a place’s culture, history and geography. “We turn it into a story,” she said. Through telling these stories and promoting their province Newfoundlanders show their hospitality—which seems rooted in a natural pride in all the things that give the province a strong sense of place—every day.

How to reach us: Tel (905) 206-0150

spot lig h t By Larry Mogelonsky, P.Eng. www.lma.ca

Reflect on your hotel’s scent grand objective is for consumers to form a deeper connection with products and brands to increase sales.

Publisher Steven Isherwood ext. 236 sisherwood@canadianlodgingnews.com

Aromas that relax and rejuvenate Volume 11 No. 3 Canadian Lodging News is published 10 times a year by Ishcom Publications Ltd. which also publishes Atlantic Restaurant News, Ontario Restaurant News Pacific/Prairie Restaurant News, and Canadian Chains Directory and Canadian Lodging News Buyers’ Directory Address: 2065 Dundas Street East, Suite 201 Mississauga, Ontario L4X 2W1 Tel: (905) 206-0150 Fax: (905) 206-9972 In Canada (800) 201-8596 Subscriptions: Canada & USA: 1 year $39.57, 2 years $63.43 (PLUS APPLICABLE TAX) Single copy: $5.00 Return undeliverable Canadian addresses to Circulation Department, 2065 Dundas Street East, Suite 201, Mississauga, Ontario L4X 2W1 EDITORIAL ADVISORY BOARD Jason Cheskes, Above The Line Solutions Vito Curalli, Hilton Worldwide Justin Friesen, Western Financial Group Philippe Gadbois, Atlific Hotels & Resorts Mark Hope, Coast Hotels & Resorts Elizabeth Hueston, Sysco Guest Supply Canada Inc. Dave Kaiser, Alberta Hotel & Lodging Association Brian Leon, Choice Hotels Canada Inc. Chris Lund, Deerhurst Resort Brian Stanford, PKF Dr. David Martin, Ted Rogers School of Hospitality Christine Pella, Serta Mattress Company Tony Pollard, Hotel Association of Canada Sarah Segal, Informa Canada Andrew Chlebus, LG Electronics Publication Mail Agreement No. 40010152 ISSN 1710-145X GST number R102533890

When it comes to depicting a hotel experience in terms of the senses, what’s often left out of the picture is smell. Our sense of smell can at times be highly underrated for its powerful psychological effect on people’s moods, and more can be done to activate it in a positive way. Start by considering a cross example: home staging. An age-old sales trick prior to an open house is to bake a fresh batch of cookies. Not only does this mask any unpleasant tangs, but it instills a sense of warmth, nostalgia and even hunger that translate into a better overall opinion of the prospective purchase. It’s positive reinforcement. A welcoming whiff can unconsciously enhance favorable perceptions that are consciously formed from visual and auditory stimuli. In this case, cookies makes a house feel like home. Contrast this to a house that isn’t staged in this way; perhaps an older abode with a slight mouldy odor. Whether you are aware of it or not, certain smells sound the alarm in our minds. The acrid smoke of a nearby fire spells “Danger!” in big, bold letters. Mould might not be as conspicuous as a smouldering blaze, but it activates the same brain centres to a degree. It’s not like I’ve stumbled upon anything novel here; scents are shrewdly used around the globe for desirable effects, most prominently in the retail industry. Marketers have even coined the expressions ‘ambient scenting’, ‘scent branding’, ‘scent marketing’ or ‘scent as design’; the

Applying these ploys to hotels presents three general scenarios worth discussing. The first is obvious: pleasant aromas can relax and rejuvenate. Imagine the smell of lavender and oranges pervading every guestroom. It’s but one more memorable cue to enhance my affinity for a hotel. Second is when a guestroom has an off-putting stench. Bad smells can ignite the fear and danger centres in a person’s brain, causing discomfort and chagrin. The culprits for such stinks might be something as cantankerous as dirty carpets or old pipes. Regardless of the replacement costs, if you ever want to deliver true guest satisfaction, you cannot have foul odors pervade your rooms. Last are neutral scents. A good smell counts for you, a bad one against, but the middle ground, where most hotels currently sit, offers nothing to activate this sense. As such, hoteliers are missing a key opportunity to foster an emotional bond with consumers. There’s only so much you can do to outmatch your competitors in terms of opulent décor, the size of the in-room plasma television or linen thread counts. Fight on another playing field; fight with scent. The hospitality industry is rife with ambient scenting success stories, even if those victories aren’t directly quantifiable. Mandalay Bay in Las Vegas pumps coconut spice throughout its lobby, shops and casino floor—a fragrance that is striking yet subtle as well as evocative of the hotel’s tropical theme and proficient in masking the casino’s lingering cigarette pungency. Indeed, many other Las Vegas establishments, notably Bellagio, Harrah’s and MGM Grand, all use similar ambient scenting for these purposes. Outside of the casino business, look to the Westin Hotels’ white tea perfume or Mandarin Oriental’s conference sprays designed to enhance

meeting productivity. Many other major chains are worth investigating for their scent marketing including Hilton, Intercontinental, Marriott and Sofitel. Your hotel’s smell is big business and now is the time for everyone to get involved, whether you’re an international chain or an independent operator.

Thematic infusion Building on these examples, start to think of ways to integrate scents for your guestrooms, lobby or spa. Restaurants should already have this one covered in a positive manner, although if they don’t, that’s cause for a whole other discussion. Spas are likely already performing in this area of expertise as well. Ideally, you should strive for a thematic infusion—local fruits, herbs and minerals or perhaps a product the region already makes to much applause. You could even consider a selection of different in-room scents chosen by the guest before or at arrival. Or maybe a holiday spirit—Thanksgiving would be pumpkin spice, Christmas a hint of frankincense and Valentine’s Day is all about rose petals. Plenty of chances to get creative. The key is to ensure that the scent is ambient, pervading the entirety of a space without being noticeably and constantly perceptible. As well, there are important considerations for allergy, headache and migraine sufferers who have heightened sensitivities to certain smells—that is, too much of a fragrance might backfire with these people. The bottom line is that you should be doing something in the scent department. This is a friendly wakeup call for you to brainstorm how this underrated sense can be harnessed as a way to further guest satisfaction and develop a loyal consumer base. Larry Mogelonsky (larry@lma.net) is the president and founder of LMA Communications Inc. (www.lma.ca). His latest anthology book titled Llamas Rule and his first book Are You an Ostrich or a Llama? are available at Amazon and Barnes & Noble.

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Trump Toronto turns two

Mickael Damelincourt in the Trump Toronto’s fitness centre with its spectacular city view.

TORONTO—Over the past few years, Trump International Hotel & Tower Toronto has suffered some negative publicity, mainly regarding the lawsuit by condo purchasers and falling glass panels. But when it comes to the measure hoteliers value most—guest satisfaction—Trump Toronto is looking good. General manager Mickael Damelincourt beams as he talks about Trump Toronto’s recent successes. Forbes Travel Guide named Trump Toronto, along with Four Seasons in Toronto and Vancouver, as new Five-Star hotels. And almost simultaneously, TripAdvisor placed Trump Toronto among the World Top 10 in its 2014 Travelers’ Choice Awards. Ask Damelincourt what makes Trump Toronto a five-star hotel and he talks about security, creating memories, personalization and a residential feel. Security and discretion are top priority when dealing with celebrities, especially during

the Toronto International Film Festival. Trump has a private elevator and lobby for these guests and the dining room features a loft with frosted glass that affords famous diners some privacy. “If we don’t create memories, we’re not doing our job,” Damelincourt says. “We’re changing the way things are done. Today’s travellers are different—they’re younger and they’re travelling with kids. The Trump Care program, which asks guests detailed questions about their preferences, helps personalize their experience—for example whether the minibar is stocked with scotch or gin and whether the guest prefers diet Coke or Coke Zero.” There’s even a Trump Kids Program including kid-sized robes and slippers, plus take-away stuffed toys, caps, colouring book and crayons for the smallest Trump guests. When guests with kids enter their room, the Wii and Playstation are on display, and the toys laid out on the bed. “It’s all about getting the service right and having all the guest’s preferences,” Damelincourt said. He was enthusiastic about the recent announcement that Oliver & Bonacini would be managing the hotel’s restaurants including STOCK restaurant and SUITS Lobby lounge. They had looked around at operators with a great track record of operating high-end restaurants, and O&B, with long-term successes like Canoe and Auberge du Pommier, fit the bill.

Something special for the smallest Trump guests.

CANADIAN LODGING NEWS

Little Inn, big ideas Innovative marketing helps The Little Inn of Bayfield attract guests in the slower cold-weather months. By Don Douloff, contributing editor

Left, Darren Erb, general manager.

BAYFIELD, ON—“Build it and they will come,” the classic line from the movie Field of Dreams, could serve as the mission statement driving the hotel and resort industry. And its corollary— “market it and they will come”—is a crucial component of the savvy hotelier’s business plan, especially during the slower shoulder seasons. Case in point: The Little Inn of Bayfield. Located in the picturesque heritage village of Bayfield, ON, on the shores of Lake Huron, about two and a half hours west of Toronto, the property opened in 1832 as a stagecoach stop on the Sarnia-Goderich line and ranks as Ontario’s longest continually operating inn. Yet even with its long history in the Huron County community, the inn faces challenges attracting guests during the lower-demand coldweather months. “In winter, the weather dictates business,” the property’s innkeeper Darren Erb told CLN. For instance, heavy snowfalls attract winter-sports enthusiasts eager to snowshoe and cross-country

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ski “or those who just want to curl up by the fire,” said Erb. But on the flipside, snow and its attendant poor driving conditions often discourage another segment of guests from visiting, he said. As a result, the Little Inn has hatched some big ideas on how to woo people to its cozy confines—28 guestrooms in all, among them ‘original’ and carriage house rooms and junior and select suites (in the original building) and junior and select suites in the guest cottage added in 1987 across the street. This year, for instance, on Feb. 1 (and lasting ’til March 8), Huron County launched Winterlicious—set, three-course, $29 menus served at about eight area eateries—and the Little Inn followed suit at its on-site 58-seat white-tablecloth restaurant.

Soiled Reputation arugula with Devil’s Rock cheese Spearheaded by chef Joseph Petrinac, the inn’s Winterlicious dishes highlighted local ingredients such as Soiled Reputation’s wild arugula in a salad with Thornloe Cheese’s Devil’s Rock creamy blue, in maple vinaigrette; a daily Lake Huron fish featured, along with lobster and sunchoke confit, in a bouillabaisse; and a fonduta sauce made from melted Monforte cheese garnishing cèpe (porcini) agnolotti and foraged mushrooms. In conjunction with its Winterlicious menus, the inn created special March Break packages, for two people, offering one night’s accommodation, the three-course set dinner and breakfast. “The accommodation package got a great response,” said Erb. In fact, the inn extended both the Winterlicious program and associated accommodation packages until the end of March, and Erb expects the property will resurrect both in 2015. In addition, approximately every second weekend between Jan. 25 and March 22, the inn presented Wine & Dine events featuring a set five-course menu themed around different areas such as South America and Australia and including wine pairings. Erb hosted the dinners and provided commentary on the wines. To commemorate the birthday of Scottish poet Robbie Burns, the inn presented a Wine & Dine event featuring a local actor dressed as Burns and reading the poet’s work. Guests fortified themselves with a Scottish-themed feast (the likes of haggis tartlet with black truffles and foie gras jus; organic trout confit; and cock-aleekie soup) accompanied by five single-malt Scotch whiskeys. Moreover, for the last seven or eight years, the inn has offered horse-drawn sled rides, showshoeing and guided hikes as add-ons to general accommodation packages or one-night bed-and-breakfast packages, generating interest and increased business, said Erb.

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HNL focuses on TripAdvisor, social media and TAP By Kristen Smith, contributing editor GANDER, NL—It’s been said that no band since the Beach Boys has ever embodied a place as well as Great Big Sea characterizes The Rock, so it’s fitting GBS frontman Alan Doyle was the keynote for this year’s Hospitality Newfoundland and Labrador (HNL) conference. Doyle shared some lessons learned about “stuff that has made it go smoothly at times.” o Don’t just be a cog in the wheel. “Demonstrate you are not just there to do your job, you’re there to get the job done,” said Doyle. o “Be prepared.” Both tourism and entertainment have a show time, Doyle said, and he learned while working on the movie Robin Hood that so many things are out of your control that at the very least you have to be ready. o Do whatever the day asks of you. “You want people around you who will do [both] the big stuff and the boring stuff,” said Doyle.

Benefits of a bump in bubble rating Only a minority of NL tourism operators are engaged in TripAdvisor, HNL president CarolAnn Gilliard told CLN. According a draft report on the Eastern Region of NL, only about 30 per cent of tourism operators have an account and/ or are actively participating. “We all have to be where our customers are and our customers are on TripAdvisor, they’re on Facebook, they’re on Twitter. That’s how they speak, that’s how they interact, that’s how get to know places and get that word-of-mouth validation from other travellers,” said Gilliard. “Customers are embracing the idea of reviewing everything,” said Andrew Wiens of TripAdvisor. “They are reviewing you and that conversation is happening whether you want to engage or not.” He noted that only one in four hoteliers are

managing their pages. Wiens asked how operators can justify the time spent engaging with customers on TripAdvisor. He said that a study demonstrated that with a bump in its bubble rating, a property can raise prices by 11 per cent without any customer drop off. To increase that rating, Wiens said, “you need to take a long look at your business from the outside.” Make sure your web presence depicts an accurate representation. When responding to a review it’s important to customize; it shows authenticity. If it’s positive, repeating the establishment’s name in the response will boost Google placement of the comment; if negative, don’t use the name because it will do the same. Wiens said you don’t have to respond to everyone. “You should respond to serious negative reviews. You don’t need to respond to crazy ones,” he said.

Destination development update Richard Innis, of Brain Trust, presented an update on the province’s destination development planning process, a province-wide assessment of the industry with a focus on the five regions through a customer’s lens. The assessment of the Eastern Region is nearly complete and Labrador studies are underway. Early implications suggest a need for clarity on who is a member of the tourism industry. “We are all tourism stakeholders whether it’s for profit or not for profit,” he said. Innis said he has noticed a reliance on the in-province traveller. “While we never want to ignore the resident traveller, we need to be developing in the context of the non-resident traveller,” he noted. He added that online presence is “woefully lacking.”

Social media is the new telephone Lyle Wetsch, associate professor at Memo-

Rex Avery of Steele Hotels (right) succeeds Darlene Thomas as HNL chair.

rial University of Newfoundland, told delegates social media is “no longer a niche communication channel; this is a primary communication channel.” Wetsch said 60 per cent of businesses do not respond on Twitter. He said social media should be a business’ main communication channel, calling it an operator’s new telephone. He said too many focus on the media portion of the term, pushing out messages. Communication is bi-directional and the key aspects to doing it well are listening, engaging and responding, Wetsch noted. He said many companies make the mistake of putting whomever is familiar in charge of social media. People can be taught how to use the channels, “the critical skill in doing social media is the social.” He said it’s not simply a matter of putting time and money into social media, it’s about

reallocating time and money from things that aren’t as effective.

TAP compliance deadline With the goal of doubling tourism revenues by 2020 to $1.6 billion in spending, Craig Foley, HNL, said the Tourism Assurance Plan (TAP) is a way to ensure operators are delivering on the promises of the province’s advertising campaigns. “We’re putting up a big show, we want to deliver on that and want them to come back,” said Foley. Members are expected to meet five minimum standards—which deal with communication and online presence, liability insurance, licensing, accurate advertising and complaint procedure—by May 31 and within the outfitting sector by the end of the year. “We need to make sure that what we’re delivering in the business is what we’re selling,” said Rex Avery, Steele Hotels. He said those who do not meet TAP minimum standards could have a negative effect on those who do. “If we all expect this when we travel, our guest should get it,” said Avery. Greg Fleming, president of the Hotel & Motel Association of Newfoundland and Labrador, told CLN TAP compliance was a main topic of discussion at its AGM. “There’s also the aspect that we brought up during our AGM that going forward, seeing as hotels and motels are a source for tourists to gather information about tours, adventure tours, boat rides and all those types of activities, that the hotel and motel operators are recommending TAP compliant operators,” said Fleming. “We’re not recommending any operators that are not compliant because, of course, that runs the risk that they may not have liability insurance—that’s the main piece.”

New HNL board As part of the conference, HNL held its annual general meeting where members of the 2014 board of directors were officially announced. Rex Avery, vice-president of Steele Hotels, succeeds Darlene Thomas as chair. Avery has been on the board since 2009 holding secretary/ treasurer and vice-chair positions. “I am excited about this new challenge before me,” said Avery. Avery said partnerships are the future of the industry. “More business for one means more business for other operators,” he said. The board’s directors-at-large consist of Dion Finlay, Leaside Suites and Executive Apartments; Kelly Finlay, Murray Premises Hotel; Kathie Hicks, Spirit of Newfoundland Productions; Helena Lawlor, Hillview Terrace; and Michelle Melee Heath, Monastery Spa & Suites.

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S U P P LY

Capitalizing on coffee TORONTO—According to a coffee industry expert, coffee can be the most profitable item on a menu and operators should focus on quality and variety. Rino Carbone, director of sales for Coffee Club, told reporters at the 2014 CRFA Show on March 3 that coffee has the highest profit margin on the menu, adding that 65 per cent of Canadians drink coffee.

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According to Carbone, Coffee Club recently released an individually wrapped coffee capsule that comes in six different types and can be used in any Keurig compatible K-cup coffee machine. “We did this because we are looking at the hotel in-room market. So you need shelf life on that,” Carbone said. While it remains a challenge to produce large quantities of coffee for restaurants— especially those with a full service break-

fast—Carbone said capsules could still be part of an operation’s coffee program. “We see an advantage with this when you are dealing with the decaffeinated issue,” Carbone said, pointing out that a small machine next to the bar could brew a single cup of decaffeinated coffee so as not to waste an entire pot. Carbone also said restaurants might want to use capsules for darker roasts or flavoured coffees.

Mark Nastasiuk, Beaver Rock Roastery.

A brew of your own BARRIE, ON—Beaver Rock Roastery launched its line of single-serve capsules in early March. Along with its eight blends ranging from a breakfast blend to a dark roast and president’s blend of beans from Central America and South Africa, the Barriebased company has begun creating custom blends for chefs and restaurants. President and head roaster Mark Nastasiuk said he doesn’t ascribe to the opinion: “Coffee is coffee. That’s like saying risotto is risotto.” The former mechanical engineer in software development custom created the roasters, which can produce 200,000 K-cups per day. While 80 per cent of Beaver Rock’s business is private labelling, Nastasiuk has worked with about a dozen local chefs to determine the appropriate flavour profile with their food and select a signature blend, which becomes unique to the restaurant. He told CLN the process starts with asking about the cuisine and he invites them to the production facility to try between 10 and 20 varieties. Nastasiuk said the roasters can easily reproduce a particular variety because the machine records and stores the roasting profile, which includes the temperature, length of time and humidity. He admits it’s not as romantic as traditional roasting methods, but said the computer controlled method produces “a phenomenally clean coffee.” He thinks a signature blend will expand revenue and provide something special for the menu and could work well for hotel food and beverage and in-room coffee options as well. “People will want to have a coffee and dessert after dinner,” he said. Beaver Rock also offers beans and ground coffee, but Nastasiuk noted restaurants have been toying with the conversion to single cup methods, which allow them to produce fresh coffee right when it’s needed and eliminates the danger of a pot sitting on a burner over dinner service. Beaver Rock’s coffee capsules can be used with Keurig-compatible brewing systems. “What we’ve heard restaurateurs tell us is that they have a huge problem with decaf,” said Nastasiuk.

Make An Entrance. Welcome to Best Western. To build a rock-solid investment for your future, start with the bricks and mortar of a Best Western hotel today. No other hospitality brand delivers the world to your door like Best Western. With more than 4,000 hotels in over 100 countries and territories*, Best Western’s international footprint and powerful marketing engine give you the competitive advantage to dominate any market. Choose the hotel that’s right for your market – an upscale BEST WESTERN PREMIER®, an upper mid-scale BEST WESTERN PLUS®, or a mid-scale BEST WESTERN® hotel. Enter your market with the stability, strength and superior performance of

Town & Country draw for chef coats at the CRFA Show TORONTO—Town & Country Uniforms held a draw at the annual 2014 CRFA Show to give away personalized chef coats. Of the many entries, 12 lucky chefs were drawn to receive the prize. Chefs from right across Canada were chosen, with coats going to Charlottetown, Vancouver and throughout Ontario. For a complete list of winners visit: www. canadianlodgingnews.com

Best Western. Talk to us today about available markets.

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*Numbers are approximate and may fluctuate. Each Best Western® branded hotel is independently owned and operated. Best Western and Best Western marks are service marks or registered service marks of Best Western International, Inc. ©2014 Best Western International, Inc. All rights reserved.

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CANADIAN LODGING NEWS

what chains have to offer ... By Marni Andrews The decision to sign with a chain is one of the most important decisions, and perhaps THE decision, that any hotelier can make. Whether you are a promising graduate with hospitality degree in hand, a businessperson transitioning from another industry, or a veteran looking for the embrace of an established brand, these are some of the key areas to think about and questions to ask before committing to that relationship. Canadian Lodging News spoke with Best Western International (Ron Pohl), Choice Hotels Canada (Brian Leon), Hilton Worldwide (Vito Curalli), InterContinental Hotels Group (Angela Xavier), Marriott International (Manlio Marescotti), Star Starwood Hotels & Resorts Worldwide (Scott T. Duff) and Wyndham Hotel Group (Keith Pierce). Background image: Wyndham Super 8 Peterborough.

Revenue Management

Brian Leon, Choice Hotels Canada

Q. How are you making Revenue Management easier for the hotel operator? A. Revenue Management is an increasingly important focus for our hotels, says Brian Leon, managing director, franchise growth and administration, Choice Hotels Canada, which has had great success with Rates Center. “Rates Center is designed to assist with growing RevPAR by optimizing rate and channel management. This makes it quick and easy for properties to respond to changes in their markets,” explains Leon. Revenue Management is at the top of the list for Best Western Hotels, according to Ron Pohl, senior vice president brand management and member services. Last year, Best Western entered a partnership with JDA, who handle pricing for companies such as Best Buy, to provide demand forecasting and pricing optimization. It will take a year and a half to launch but will enable hotels to optimize their pricing to gain the most revenue. “Imagine software that can compare all the different items in a Best Buy and apply that to hotels!” says Pohl.

Ron Pohl, Best Western

On Best Western’s partnership with JDA to provide demand forecasting and price optimization: “Imagine software that can compare all the different items in a Best Buy and apply that to hotels!”

at Wyndham Hotel Group,” says Keith Pierce, executive vice-president of brand operations. “We connect hotels to our central reservation systems, provide targeted brand and regional marketing initiatives, deliver comprehensive training, support revenue management and offer dedicated operational support.”

Angela Xavier, InterContinental

Property Management Systems Q. What about Property Management Systems?

“Rates Center is designed to assist with growing RevPAR by optimizing rate and channel management. This makes it quick and easy for properties to respond to changes in their markets.” Best Western also provides a revenue manager if an owner can’t afford this option or is not familiar with the concept. Pohl explains that it may not be cost effective for a 100-room property to have a revenue manager on site every day, but five or six hotels can share one very effectively so that they can “exceed industry measures in RevPAR growth and per cent of revenue increase.” InterContinental Hotels Group offers several RMS options, says Angela Xavier, regional vicepresident of sales, Canada. One of the fee-based options, IHG Voice for hotels in the Americas, gives access to dedicated reservation agents 24 hours a day. IHG Predictive Demand Intelligence is forecast modelling technology that links hotel data with economic data to predict demand. At Marriott, the goal is to lead with innovative, accessible and easily understood solutions, says Manlio Marescotti, vice-president, lodging development. To that end, they recently launched Consolidated Inventory/Total Yield (CI/TY), where group pricing based on customer buying patterns is automated. Function space is then assigned to meet both customer and hotel needs, he explains. “It streamlines the sales process, enabling us to respond to customers quicker and limiting the manual work for hotel associates,” says Marescotti. “Owners and developers have peace of mind that they have a partner to help them succeed

A. Hilton Worldwide’s PMS, OnQ, is at the core of the hotel’s operations and provides a hub for operators to integrate multiple parts of the property, says Vito Curalli, executive director, Hilton Worldwide Sales, Canada, Latin America and International. Additionally, Hilton Hotels & Resorts created eforea: spa at Hilton, a turnkey spa solution with an exclusive menu of treatments and design elements for owners of Hilton Hotels & Resorts, DoubleTree by Hilton and Embassy Suites Hotels. Hilton Hotels & Resorts also introduced Hilton Design Studio in 2012, an online tool al-

Vito Curalli, Hilton Worldwide

“Hilton Worldwide’s PMS, OnQ, is at the core of the hotel’s operations and provides a hub for operators to integrate multiple parts of the property.”

“IHG is the largest search engine marketer in the hotel industry and was the first to offer Internet booking in 1995. IHG websites receive more than 25 million visits monthly with $4.3 billion revenue in 2013.” lowing creativity and flexibility for the design process while maintaining brand guidelines. Brian Leon says this is an area where Choice Hotels leads the way with choiceADVANTAGE. The web-based PMS allows operators to access the system from any computer connected to the Internet and interacts with Choice central reservation, front desk operations and inventory management functions. Best Western is making enhancements with their key endorsed vendors, says Pohl. He adds that property management systems internationally are generally ahead of North American systems, while Canada and Europe are more “green” than the U.S. “Many hotels are focusing on cloud-based systems to implement new software without the expense of all the equipment,” says Pohl. “We have secured relationships to do that going forward.” Starting in 2015, Marriott will roll out a new domestic PMS leveraging MICROS Opera for all properties worldwide. It is currently installed in their Ritz-Carlton and international properties. Marescotti says the hardware for U.S. and Canadian properties will be hosted above property, increasing security and reducing on-property maintenance. “An above-property platform will also enable brand programs, enhancements and upgrades to be implemented more efficiently and the updated technology will better support innovation of guest services,” he explains.

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Marketing & Communications

Scott T. Duff, Starwood Hotels

A. Choice Hotels Canada reached one mil-

A. Starwood has numerous initiatives in this

Manlio Marescotti, Marriott

“The Marriott Rewards Premier Visa Card is the most competitive hotel co-brand card in Canada. The AMEX Aeroplan Plus Corporate Card gives card holders three per cent cash back on qualifying stays.”

Loyalty Programs Q. What is new and different with your loyalty program? Have you changed it recently?

Q. What are your latest initiatives for Marketing & Communications? (E.g., partnerships with suppliers, website tools, etc.)

category—from airline partnerships to Instagram to an iPad app. In 2014, Starwood Hotels & Resorts became one of Aeroplan’s three hotel partners for Air Canada’s new Distinction Program. Crossover Rewards, an industry first, is an exclusive, new partnership with SPG and Delta SkyMiles with best customers receiving reciprocal elite-level benefits. According to Starwood’s Scott T. Duff, senior director development—Canada & Alaska, guests of Starwood hotels capture and share an average of 40,000 images per month on Instagram. Now Starwood has Instagram on all its websites worldwide to accommodate guests who want to view videos and photos from guests who have experienced a property. And, with stats showing that Starwood’s mobile bookings are growing at an annual rate of 1,000 per cent, SPG recently introduced an App for iPad that joins the SPG App for iPhone. Best Western International has won three consecutive Compuware Gold awards for fastest and most reliable hotel website, and their partnership with Google Business Photos is new to the industry. Similar to a 360-degree hotel tour, this will allow guests to view the property from street level to experience the neighbourhood as well as entering and walking around the hotel. Photography is scheduled to begin soon, according to Pohl. Through their partnerships with CAA and AAA, the biggest for the chain, Best Western has won Partner of the Year a number of times with each organization, says Pohl. They are also very strong with Harley Davidson. A pet-oriented partnership with Cesar Millan ties into the large number of pet-friendly hotels in the

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“The Starwood Preferred Guest (SPG) Program launched in 1999 with a breakthrough policy of no blackout dates. Innovations such as Your24 and SPG Lifetime program continue the tradition.” chain, especially in Canada and the U.S. Finally, a new partnership with Major League Baseball has great reach considering the number of teams and games in North America. On Jan. 14, 2013, Hilton Hotels & Resorts launched Hilton Urgent Vacation Care Center, an interactive website targeting working professionals that supports leisure travel. It was inspired by studies showing that consumers worldwide are working harder than ever and taking few breaks, says Curalli. The latest Hilton addition is getplanning, an interactive planning platform that uses cloudbased technology to connect meeting planners with hotel staff, vendors and partners in real time. Among its features are the ability to reply to correspondence from personal e-mail and daily reports via mobile device on food and beverage, weather, etc. Marriott’s partnerships in Canada include Marriott Rewards Premier Visa Card, which is the most competitive hotel co-brand card in Canada, according to Manlio Marescotti. The AMEX Aeroplan Plus Corporate Card gives cardholders three per cent cash back on qualifying stays. At Marriott, brand system marketing funds pay for all aspects of the brand-level sales and marketing programs. Hotels can also access a variety of marketing resources such as Brand Works, which allows hotels to create customized communication materials. Marriott Essentials gives sales associates the ability to prepare electronic communication using pre-approved brand and property-specific content. Marriott.com is the ninth largest consumer retail website in the world and the largest hotel website. It is used by 75 per cent of all guests. Angela Xavier of IHG says the company is the largest search engine marketer in the hotel industry and was the first to offer Internet booking in 1995. IHG websites receive more than 25 million visits monthly with $4.3 billion revenue in 2013 from visits across all online and mobile channels. IHG also develops fully integrated brand marketing campaigns for each brand.

lion Choice Privileges members last August, says Brian Leon. Globally there are 18 million members and points can be earned locally and used worldwide at the chain’s 10 brands or at 500-plus luxury resorts through Preferred Hotel Group. Hilton Worldwide’s Weekend Rewards promotion runs until April 30. Hilton HHonors members earn points for each night with an additional 5,000 points for any weekend stay of at least two nights at participating properties worldwide. The Best Western Rewards Program has about 20 million customers, which represents about 38 per cent of guests, according to Ron Pohl. “One of our benefits is that we haven’t changed!” says Pohl. “We are one of the quickest programs to achieve free room nights. It’s not a profit centre because of the costs, but we want our hotels to benefit.” Wyndham Rewards is the world’s largest lodging loyalty program based on 7,000 participating hotels in 50-plus countries, says Keith Pierce. It has 8.5 million members. “We are committed to ensuring our program is meaningful, so we introduced guaranteed rewards—a promise to members that after just one qualifying stay they’ll be rewarded with something tangible such as a magazine subscription or an iPhone case,” says Pierce. The Starwood Preferred Guest (SPG) Program launched in 1999 with a breakthrough policy of no blackout dates. Recent innovations such as Your24, SPG Lifetime and the Starwood Ambassador Program continue the tradition, according to Scott T. Duff. For SPG members with 75-plus annual nights, Your24 allows them to choose their own

Keith Pierce, Wyndham Hotels

“Wyndham Hotels emphasize their turnkey concept. Super 8 and Microtel Inn & Suites by Wyndham are great examples of brands brought in from the U.S. that are success stories.”

24-hour check-in and check-out time. The Starwood Ambassador Program matches 100-plus annual nights members with personal ambassadors to tailor their experience within and outside the hotel. Marriott Rewards continues to evolve for its 45 million worldwide members. Blackout dates have been eliminated, and free breakfasts and WiFi were added for gold and platinum members. And stays can now be earned with a combination of cash and points. The largest lodging loyalty program by number is IHG Rewards Club, with 77 million members and a 30-year history. It was voted Best Hotel Loyalty Program in the World by Global Traveler Magazine for the last nine years. Features include no blackout dates on reward nights, points that never expire, free Internet at hotels in 2014 and member-only in-hotel perks. In 2013, IHG Rewards Club contributed to more than $7 billion in global system room revenue, according to Angela Xavier.

Parting Words Q. Is there anything you’d like to add? A. While Hilton Worldwide can boast the largest pipeline of hotel openings in the world, longevity should not be underestimated. Choice Hotel Canada’s first franchisee (in Summerside, PEI) is still with the company today. “The hotel looks a lot different today than it did in 1956, but it’s a great testimonial to us as a franchisor,” says Brian Leon. IHG and Best Western both offer access to Rosetta Stone and SkillSoft for language instruction and management training. IHG is also partnered with eCornell, Element K and Harvard Business, while Best Western offers more than 200 training courses online for their hotels, including a partnership with the American Hotel Lodging Association for industry courses and the University of Phoenix, which will give credit towards a degree for some of the Best Western courses. When a property joins Marriott’s Autograph Collection of independent boutique hotels, 40 per cent of guests become Marriott Rewards members within a few months, says Marescotti. Average RevPAR growth for these properties in the 12 months post-conversion is in the range of 20 per cent. Wyndham Hotels emphasize their turnkey concept that allows a hotelier to get the product up to speed and competitive very quickly, says Keith Pierce, who cites Super 8 and Microtel Inn & Suites by Wyndham as great examples of brands brought in from the U.S. that are success stories. Super 8 was introduced to Canada in partnership with a developer in 1992 and has grown to 130 properties. Based on that success, the same developer is planning to take the 300-unit U.S.-based Microtel brand and grow it by 75 properties over 25 years. Finally, Starwood is betting big on digital innovation continuing to change the behavior and expectations of guests. Within the last 12 months they have launched a series of digital firsts—from mobile, keyless check-in through guests’ smartphones, to unedited ratings and reviews, to leveraging state-aware technology on mobile applications, to SMS capabilities to the Apple apps mentioned previously.

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By Barbara Haynes CEO, DAS Canada Hospitality hosts and restaurateurs probe protection policies

The Leader in Institutional and Commercial Laundry

Get legally fit for spring As the weather warms, thoughts turn to vacationing, hitting the gym to fit into last year’s swimsuit, and, perhaps, seeing a physician for an annual examination. But what can small business owners do at this time of year to keep our business ventures healthy? A quick legal checkup could be just what the doctor ordered. Often, small and mid-sized businesses don’t address legal issues until they’re caught in the quagmire of a lawsuit. Taking stock of your legal health now could help minimize unnecessary risk and avoid costly mistakes in the future. Part of the check-up includes questions like: o Am I planning on hiring or firing staff? Being familiar with employment laws will save me time and potential aggravation. o Will I expand into new markets or offer new products/services? I’ll need to check if my supplier contracts cover me. o Do I have problems collecting money? If so, I’ll need to check if my contracts contain credit term language to protect my business and make collection of possible bad debts. o Am I moving into a new business location? New neighbours are not always friendly and may be a nuisance requiring legal action. o Should I get a company vehicle? This increases risk of accidents and traffic violations.

Legal vulnerabilities The hospitality industry has its own legal vulnerabilities, involving suppliers, contractors, and employees. For example, improperly repaired kitchen equipment can cause shutdowns or reduce product quality, leading to huge financial losses and

more importantly may injure employees as well. Hospitality professionals opening a new small business need to be concerned with legal landmines such as zoning restrictions, licensing, and personal liability. If your company is sued, and you are sole proprietor, the plaintiff may come after your personal finances. Perhaps worse, think what happens when a civil case goes to court. In some cases, a judge can order you to pay the other party’s legal costs. Say both parties owed $18,000 – now you’re on the hook for twice that amount. This could have a significant impact on the bottom line for any small or medium-sized business.

Other potential pitfalls Honest mistakes can land an above-board, licensed professional in front of a disciplinary body. Navigating CRA regulations regarding income, GST, HST or payroll deductions can be treacherous, and access to tax advice is critical. Finally, contractual disputes with suppliers or customers require legal action to protect the business.

Legal expense insurance For businesses without an inhouse lawyer, legal expense insurance (LEI) is an economical option. Many savvy small business owners consider LEI a means to facilitate the wellness of their companies and future success. Simply put, LEI covers small businesses from many unexpected and financially crippling legal fees. In addition, a DAS LEI policy provides access to telephone-based legal advice. Business owners can consult a legal professional through a helpline before the seeds of a legal problem grow into a costly headache.

Legal expenses can add up quickly … the average hourly rate for lawyers across Canada is $360. The approximate cost of a one-day criminal trial is up to $5,000, while the average cost of a two-day civil action trial is over $18,000 and can go up to over $37,000. When a business owner invests in LEI, unexpected legal costs are less likely to be an issue. Legal expense insurance doesn’t just provide peace of mind. It’s a planning tool that can make a business healthy, sound and successful by mitigating potentially catastrophic legal costs. LEI gives business owners access to guidance, representation and legal cost coverage for many legal issues. Since launching in 2010, DAS Canada has responded to increasing interest and demand from small businesses and consumers nationwide. As a result, they introduced a suite of custom solutions to mitigate unexpected legal fees while operating a business. A business policy such as DASBusiness can be an investment in the well-being of any small- to mid-size business. Smaller companies often can’t afford in-house legal counsel. This kind of policy limits risk and allows owners to devote their time to growing a successful enterprise. So, while you’re working toward that ‘beach body’ for summer, consider priming your business for ultimate success by checking into your legal health as well. Barbara Haynes was appointed CEO of DAS Canada in 2009 and has worked in the insurance industry for more than 25 years; her extensive experience includes underwriting management, sales leadership, marketing and operations with both insurers and brokers.

CHIC comes to Eaton Chelsea TORONTO—The 18th Annual Canadian Hotel Investment Conference, which takes place May 5-6 at the Eaton Chelsea hotel, provides an opportunity to join 400 industry professionals from across the country to discuss the future of the Canadian hotel industry. Hosted by CBRE Hotels, Colliers International Hotels, HLT Advisory Inc and produced by Big Picture Conferences, the hard-hitting sessions and powerful panels zero in on lodging development, investment and finance to reveal viable opportunities, future trends and up-to-the minute cross country performance. Hotel owners, developers, and “CLevel” (COO, CEO, CFO, CIO) executives are in attendance including designers, architects, consultants, legal advisors and lenders who partake in

the program. Join in on the networking at this “must-do” annual event. On May 5, conference hosts CBRE Hotels, Colliers International Hotels and HLT Advisory Inc. welcome all registered delegates to the new Four Seasons Toronto Hotel for a deluxe reception. At the Eaton Chelsea, on May 6, the first session will look at Canada’s steaming hot hotel market. Why are so many hotels trading and who is buying them? What are the real estate plays and how do they differ by market and asset class? What are the main economic drivers for this activity? Will Canada continue to be the “it” country for investment and is the shift to greater foreign investment sustainable? Breakouts include looks at two distinct markets: Eastern and West-

ern Canada; the need for due diligence; and what to do when revenues don’t materialize, construction costs get out of hand and/or unexpected operating expenses materialize. After lunch, Amanda Lang, from CBC News, returns to the Canadian Hotel Investment Conference to interview Sylvain Fortier, executive VP of hotels at Ivanhoe Cambridge and Simon Turner, president of global development at Starwood Hotels and Resorts. At the end of the day, delegates are invited to a closing reception held in conjunction with delegates from the Canadian Restaurant Investment Summit, which continues at the Eaton Chelsea on May 7. For more information go to www. hotelinvest.ca or www.restaurantinvest.ca

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ORHMA’s free Guide to Conducting Accessible Meetings TORONTO—The Ontario Restaurant Hotel & Motel Association (ORHMA) is offering the Guide to Conducting Accessible Meetings produced by the Ontario Municipal Social Services Association and available as a free download. The guide takes readers through the three steps of planning (the most important component), conducting and evaluating the meeting. As the guide notes, it is a good practice for organizations to have approved protocols in place for planning and conducting accessible meetings. This may include a commitment to work with participants to accommodate their accessibility needs; ensure accessible promotional and presentation materials; and improve meeting planning based on feedback from meeting participants. Incorporate accessibility planning into the budget from the beginning. Budgeting for accessibility considerations may require the allocation of funds to provide an accessible venue and materials to meet the needs of participants with disabilities. Organizations may also want to set aside money for arrangements that have to be made at the last minute. It’s key to obtain quotes for services such as sign language interpretation and note-taking, and to include these potential costs in the budget. Consider arranging for these services in advance on a tentative basis. Some service providers need significant advance notice. Other planning components covered by the guide include selecting the venue; virtual venues; registering participants; making presentations accessible; training staff and volunteers; and emergency planning. The guide discusses how to conduct the meeting, including walking through the venue and beginning the meeting. Meeting evaluation procedures outlined in the guide include debriefing staff, volunteers and presenters; inviting participant feedback; and planning future meetings. Download the guide at www.orhma.com/amguide.aspx.

the importance of managing properties’ online reputations using platforms such as TripAdvisor, Twitter and Facebook; understanding the evolution of WiFi and how to meet guests’ expectations regarding this in-demand amenity; and lessons in keeping staff, hotel properties and guests from being targeted by organized crime. Other sessions will cover safety (implementing simple procedures can reduce lost-time claims and improve employee retention) and housekeeping (a workshop will offer ideas on improving housekeeping standards, team effectiveness, employee morale and guest satisfaction). Keynote speaker Stephen Barth will discuss emotionally intelligent leadership and its role in developing engaged, productive and committed employees. Attracting exhibitors from a wide range of industry suppliers and services, the trade show component will also allow AHLA members to explore the Banff Centre’s art collection (and, at the opening reception, sample its cuisine). This year marks a change of venue for the convention, which typically has been held at the Jasper Park Lodge or Chateau Lake Louise.

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TIAPEI convention looks at Seizing Our Potential CHARLOTTETOWN—The Tourism Industry Association of Prince Edward Island (TIAPEI) held its semi-annual meeting and awards gala on March 5 at Red Shores Racetrack and Casino. President Kevin Mouflier told CLN that attendance was excellent, with 120 people participating throughout the day and 155 attending the awards night. Much of the conference dealt with Seizing Our Potential. Since the November, 2013 AGM, TIAPEI executive and the Strategic Engagement Task Force have been hard at work along with MRSB. This consulting company was hired to develop a strategy for a new industry-led organization for PEI’s tourism industry. “There was collaboration by all who attended

PEI Lieutenant Governor Frank Lewis (left) presents the Lieutenant Governor’s Award to John and Jean Brewer, Anne’s Windy Poplars Cottage Resort at the TIAPEI gala. For more awards photos, visit www.canadianlodgingnews.com.

and good feedback. The next step will be to look at the financial impact—to look at best practices from different tourism models,” said Mouflier. “We agreed that there needs to be more involvement to grow visitation to the province. We are working with TIAPEI on a new funding model.” Mouflier added that while a province-wide marketing levy similar to the ones already in place in Charlottetown and Summerside has been proposed, people seem more willing to give a percentage of their revenue toward marketing instead. David Goldstein, president, Tourism Indus-

try Association of Canada addressed the audience regarding the need for the Canadian tourism industry to target Americans. And Karen Jans, Parks Canada’s field unit superintendant for the province, spoke about the collaboration between TIAPEI and Parks Canada, which are now holding monthly meetings. The coming year is a big one, as the province celebrates the 150th anniversary of the historic Charlottetown Conference. Highlights include Atlantic Canada Showcase, a three-day buyer’s marketplace Oct. 5-7 at the new convention centre, and a Shania Twain concert on Aug. 30.

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The Kinnear Centre for Innovation and Creativity at the Banff Centre. Photo: Donald Lee, The Banff Centre.

EDMONTON—The launch of Check In Canada’s Alberta pilot program highlights the Alberta Hotel & Lodging Association’s (AHLA) 94th Annual Convention & Trade Show, being held April 24-26 at The Banff Centre, in Banff, AB. AHLA is spearheading Check In Canada, a recently introduced online booking system that gives consumers the lowest available rate for a property and sends them to the hotel website so they can book directly. Also debuting this year will be AHLA’s firstever town hall, which will explore how industry, government and post-secondary institutions can work together to address the labour challenge facing hotels and motels throughout Alberta. In addition, the convention will recognize the industry’s best at the Housekeeping, Employer of Choice, Safety Association Certificate of Recognition and Gold Key Awards celebrations. This year’s education program offers sessions outlining how to increase properties’ revenues by understanding the optimal channel mix;

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CANADIAN LODGING NEWS

Guarding Guest Safety What’s trending in the products and systems that keep hotel guests safe and secure?

By Don Douloff

otel security features act as silent guardians of guests’ safety. They operate as invisible or barely seen amenities whose importance only becomes apparent when safety or security is breached—at which point, they’re worth their weight in gold. But what are the trends in safety and security? Which new and noteworthy products should hoteliers put on their radar?

Electronic Locks When it comes to electronic guestroom locks, radio frequency identification (RFID) “has gained significantly more traction recently and some brands have made them mandatory for new hotels and properties changing brands,” Paul Ireland, national sales manager for AJM Solutions Group Inc., told CLN. Since no physical contact between the card and the reader is required, RFID eliminates the need for users to swipe keycards, making authorized access quicker and more convenient. The best locks, he said, include features such as proprietary

security encryption; standardsbased technology; proprietary card encoding data; multi-use capabilities (guestrooms, back-of-house and exterior doors); and MiFare and NFC (near field communication) compatibility, for access cards. To protect hoteliers from cheap, non-compliant imitations, locks should have Federal Communications Commission (FCC) and European CE certification, and ISO14443A and ISO 14443B (part 4) compliance, and be UL10c certified for three hours (fire rating), he said. Increasingly, the hotel industry

VingCard Elsafe InfinityII Safe

is offering greater mobility and flexibility in electronic locking system performance, said Bill Oliver, president, North America, VingCard Elsafe. “Far more properties today are placing an emphasis on upgrading to systems that allow for online lock management. With benefits that can include the encoding of keycards and monitoring of a lock’s battery life remotely, much of the shift comes from an online platform’s ability to offer unrivalled guest convenience and operational efficiency.” Unlike with traditional magstripe keycards, RFID/NFC equipped properties that also use an online management system can assign and re-assign rooms without a guest ever having to visit frontdesk personnel, said Oliver. “With far greater durability than mag-stripe cards, the initial cost of RFID cards is also quickly offset by properties that opt to implement guestcard recovery tactics. With the expanding abundance of NFCcompatible smartphones, some perceive a point where many properties will simply send guests their room access key electronically prior to arrival.” Hotels still using mag-stripe locks run the risk of unauthorized access via keycard cloning. Plus, RFID/NFC locks eliminate the risk of demagnetization

common to mag-stripe cards, and are inherently more secure if they’re encrypted using anti-cloning technology and upgradeable technology, he said. Additionally, hotels using an online platform in conjunction with electronic locks possess an ongoing audit trail of individual access attempts, without having to visit the lock to investigate. Should an issue arise, the ability to review past events could prove vital, especially if there’s the potential for legal action. Moreover, online electronic locks allow staff members to remotely cancel keycards that have become suspect, said Oliver. Tablet computing is also giving hotel operations more flexibility, as keycards can now be created anywhere in the hotel, said Robert Sydor, vice president, business development, Kaba Hospitality. This allows front desk personnel to move around, welcoming guests individually and managing room access remotely for the hotel limousine, for instance. In addition, RFID loyalty keycards and cell phones allow guests to check-in remotely and go directly to their room without stopping at the front desk, he said. With increasing numbers of guests experiencing the advantages of mobile flexibility, more will no doubt come to expect these services as a required standard rather than an added convenience, said Oliver.

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Networked Systems

Electronic In-Room Safes The trend in electronic in-room safes favours online platforms, said Oliver. Connected safes provide 24-hour staff supervision, allowing hoteliers to alert guests to any belongings still in the safe upon checkout, as well as providing a detailed access record in the event of property loss or theft. Electronic tracking units record, for each safe, the previous 200 openings and closings, including which users—guests or hotel staff—were responsible for them, said Harvey Brodach, president of Global Safes Canada,

Inc. If a guest claims their valuables have disappeared from their safe, this electronic audit trail proves who opened the safe and indicates if the guest closed the unit, as they claimed. When combined with RFID/NFC technology, electronic safes are essentially given an added layer of convenience and security. As with door locks, hotels can provide guests with a keycard that eliminates the need for memorizing a pass code, said Oliver. A similar system has been attempted with mag-stripe cards, but the potential for cloning remained, something that is highly unlikely with RFID safes. “Eventually, guests may simply use their own NFC-compatible smartphones to unlock room safes,” he added. Recently, there has been “some movement toward biometric safes, whereby a guest’s thumb- or fingerprint allows access to the lock,” said Scott Meyer, general manager of Knox Electronic Ltd. “Safes are becoming more of a commodity, like a TV,” said Brodach. “Business travellers expect them in their room.”

Inncom Monitor with deep mesh screen.

When it comes to networks, integrated deep-mesh systems are gaining popularity, said John Tavares, director of marketing for Inncom by Honeywell. Since they’re integrated, deep-mesh systems allow hotels to monitor room devices using a single network, making them easier and cheaper to operate and maintain, said Tavares. Communicating to computer-screen workstations in the hotel, and usually wireless, these integrated room automation systems can control and monitor electronic door locks, smoke detectors, in-room safes and balcony doors. Deepmesh systems can, for example, alert the hotel operations team that a guestroom or balcony door has been open for an extended period.

Connected safes provide 24-hour staff supervision, allowing hoteliers to alert guests to any belongings still in the safe upon checkout, as well as providing a detailed access record in the event of property loss or theft. — Bill Oliver, president, North America, VingCard Elsafe. Kaba RFID Lock

In the event of a fire, the system can indicate which guestroom is the source of the smoke. The system can also detect gas leaks, said Tavares. Among video camera networked systems, current technology includes colour; high definition; cameras that see in the dark and IP-addressable compact cameras in attractive housings that go virtually unnoticed by the untrained eye, said Ireland. The gold standard is a software-based network video recorder to manage the system and provide accessibility from a PC, laptop computer or smartphone, allowing hoteliers to connect to the system anytime from anywhere, he said.

Kärcher Commercial Sweepers Deep-mesh systems can, for example, alert the hotel operations team that a guestroom or balcony door has been open for an extended period. In the event of a fire, the system can indicate which guestroom is the source of the smoke. The system can also detect gas leaks.

— John Tavares, director of marketing for Inncom by Honeywell.

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CANADIAN LODGING NEWS

PE OPLE

Geoff Ballotti succeeds Eric Danziger as WHG CEO

Anne Merchant, Best Western Chateau Granville has passed away.

Mike Muir, Best Western VP North American Development.

Denise Bradbury, director of sales and marketing, Algonquin Resort.

Andrew Gibson, FRHI vice president health and wellness.

Paul Moran, executive chef, Nita Lake Lodge, Whistler, BC.

Osvaldo Librizzi of Starwood is stepping down at yearend.

Ann Merchant, catering manager at the Best Western Plus Chateau Granville Hotel & Suites & Conference Centre, in Vancouver, passed away on Feb. 3 at St. James Cottage Hospice after a brief battle with cancer. Born in the U.K., Merchant moved to the U.S. in 1974 and, in 1984, settled in Vancouver. She spent the last years of her career working at the Best Western Chateau Granville as catering manager until last August, when she was diagnosed with cancer. It was at the Chateau Granville property that she did what she loved: building relationships with humour, warmth and professionalism. She will be remembered as a compassionate, caring, bright, funny, strong, stubborn and loving woman. Former Wyndham Hotel Group executive Michael Muir has joined Best Western International

as vice president, North American development. Muir brings more than 25 years of experience and his expertise in strategic growth and development to the brand, according to the company. He has worked with such brands as Holiday Inn, Hawthorn Suites and Microtel Inn & Suites. “We are delighted to welcome Mike to Best Western,” said president and CEO David Kong. “His extensive experience and knowledge of our industry will be integral in helping us to continue to grow our brand presence in North America.” Denise Bradbury has been appointed director of sales and marketing for Algonquin Resort, in St. Andrews by-the-Sea, NB. Most recently, Bradbury was director of sales for the Westin Nova Scotian, in Halifax, where she and her team bested the brand average for 2013 meeting plan-

PARSIPPANY, NJ—Wyndham Worldwide has appointed Geoff Ballotti to succeed Wyndham Hotel Group president and CEO Eric Danziger, who is leaving the company to pursue personal interests, effective March 28. Ballotti was most recently president and CEO of the global hospitality company’s timeshare exchange and vacation rental division, which he joined in 2008. Prior to joining Wyndham Worldwide, Ballotti spent 20 years in various leadership positions at Starwood Hotels and Resorts Worldwide. During that time he served as president of the North America division, where he led a portfolio of 450 hotels. Following Ballotti’s transition to Wyndham Hotel Group, Gail Mandel, CFO of Wyndham Exchange & Rentals, will assume additional responsibilities as COO for the division, reporting to Stephen Holmes, chairman and CEO, Wyndham Worldwide.

ner satisfaction scores and delivered nearly 50 per cent of the hotel’s annual room nights and 70 per cent of the hotel’s food and beverage revenues. In spring, the Algonquin will reopen following a roof-to-floorboard renovation costing more than $35 million. FRHI Hotels & Resorts has appointed Andrew Gibson vice president, spas and wellness. Based out of FRHI’s regional office in Dubai, UAE, Gibson will be responsible for the development and execution of the company’s spa strategy, including defining and implementing spa standards globally across all of FRHI’s hotel and

Geoff Ballotti

spa brands. Gibson brings over 25 years of international hospitality experience in the fields of spa, wellness and leisure to his new role. He joins FRHI from his most recent position as group director of spa, Mandarin Oriental Hotels Group. Paul Moran is the new executive chef at Nita Lake Lodge, in Whistler, BC. Moran has spent the last seven years travelling the world with his wife Stephanie Noel—who will be joining him at Nita Lake Lodge as the new food and beverage director—cooking together in culinary capitals such as Paris. His career began as a junior sous chef at Vancouver’s West restaurant, after which he worked at the five-star Jumeirah Beach Hotel, in Dubai, UAE and Michelin-starred Chantecler, in Nice, France. Stints at Laurie Raphael in Montreal and Saturne and Table restaurants in Paris followed before Moran returned to BC to consult at Source in Vancouver and take on the role of executive chef at The Outpost, a West Coast Fishing Club lodge in the Haida Gwaii. Osvaldo Librizzi, co-president of the Americas, Starwood Hotels & Resorts Worldwide, will step down at the end of the year and will serve as non-executive chairman until the end of 2015. Current co-president of the Americas Sergio Rivera will become president of the Americas, assuming full responsibility for the region. Senior vice president and CFO of the Americas Jorge Giannattasio has been appointed to the role of chief of Latin American operations and global initiatives and this summer will begin overseeing regional operations, reporting directly to Rivera. Kristin Intress is Worldhotels’ new CEO, replacing Robert Hornman, who will stay with the company until July to assist with the transition. Intress has served in multiple executive sales and marketing positions and has been a successful restaurant entrepreneur. Before joining Worldhotels, she was president and CEO of InnLink LLC, a leading central reservation system (CRS) provider based in Nashville, TN. Kristin Intress is the new CEO of Worldhotels.

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www.canadianlodgingnews.com Motel 6 Stony Plain guestroom

O p e n i n g s , s a l e s a n d r e n O vat i O n s Openings, sales and renovations continues on page 20

open this spring, the new upscale eatery will be taking over Scarpetta’s location in the Thompson Hotel, located at 550 Wellington St. Steven Salm, Michael Kimel and Michael Steh, the team behind The Chase and The Chase Fish and Oyster, will be creating a modern approach to traditional French cuisine with a menu overseen by the company’s executive chef Steh, according to a release. “The restaurant, café and outdoor pavilion will be a wonderful addition to the Central King West district. We love the neighborhood and cannot wait for Colette to be a part of it,” stated Salm. The ground floor restaurant will be entirely reinvented by Chase Hospitality and Audax Architecture. The renovated space will be the new home of Colette, an upscale eatery with seating for 100, and Colette Grand Café & Bakery, which will offer quick service dining and a pastry and retail counter with grab-and-go options.

Hotel Saskatchewan

Temple agrees to buy Hotel Saskatchewan, Regina for $32.8M

Minto Suite Hotel converting to premium rental property OTTAWA—Minto Properties Inc. plans to convert Ottawa’s Minto Suite Hotel to a premium unfurnished and furnished rental property beginning in March, with occupancies starting in early summer. The repositioning of the hotel, which opened 25 years ago, marks a strategic shift aligning with the company’s growth strategy. “Our business has evolved beyond its roots, with Minto expanding its footprint nationally,” said Minto Group CEO Michael Waters. “This requires us to focus on what we do best and that means making some tough decisions to get out of specific lines of business—ones we are very proud of, but which no longer support our overall business objectives.” The property houses 255 hotel suites and 163 furnished suites. During the transition, hotel operations will continue, complemented by a mix of furnished suites and unfurnished residences. By late fall, the transition will be complete, with the hotel suites converted to a mix of premium unfurnished residences and furnished suites.

Motel 6 Stony Plain completes guestroom renovation TORONTO—Motel 6 Stony Plain, in Alberta, has completed an overhaul in all 72 guestrooms that includes upgrades to bedding, the installation of 40-inch flat-screen LCD TVs and a new colour palette. All guestrooms and suites in the 100-per-cent smokefree property feature an expanded cable channel lineup and free high-speed Internet access. Also available are extendedstay rooms with kitchenettes. “Our latest renovations offer travellers a refreshed experience,” said the hotel’s general manager Brenda Sareault in a release. “We’re confident guests will be pleased with the modern upgrades during their stay with us.” Locations across Canada feature the Motel 6 new construction prototype design, offer complimentary morning coffee and are pet friendly. Children under 18 stay free with a guardian. More than 1,100 company-owned and franchised locations operate throughout the United States and Canada.

The Chase Hospitality Group unveils new Thompson Hotel eatery TORONTO—The Thompson Hotel and The Chase Hospitality Group have announced the opening of Colette Grand Café and Bakery in Toronto’s King West District. Slated to

WINNIPEG—Temple Hotels Inc. has agreed to buy the Hotel Saskatchewan, Regina for $32.8 million and undertake a three-year, $6 million renovation consisting of guestroom and lobby refurbishments. The 10-storey hotel, which opened in 1927 in downtown Regina, features 224 guestrooms, restaurant, lounge, tea room, almost 14,000 square feet of meeting space, indoor whirlpool, steam room, exercise facilities, business centre, a member’s club and leased-out barbershop, salon and spa, bakery and vending areas. Atlific Hotels and Resorts will manage the property. Hotel Saskatchewan will represent Temple’s fourth property in Saskatchewan, comprising a total of 771 guestrooms. Temple’s other properties include the 179-guestroom Temple Gardens Mineral Spa Resort, in Moose Jaw; 118-guestroom Wingate Inn, in Regina; and 250-guestroom Saskatoon Inn & Conference Centre, in Saskatoon.

Aloft Calgary University

Aloft Calgary University open soon STAMFORD, CT—Starwood Hotels’ Aloft brand will make its Western Canada debut this April in Calgary, adjacent to the University of Calgary. The brand’s third Canadian property and one of its first conversion projects, Aloft Calgary University will feature 143 loft-style rooms. Other amenities include a full-service day spa, an indoor splash pool, 24-hour fitness centre, spin studio, WXYZ bar, casual second-floor restaurant and 4,000 square feet of flexible meeting space outfitted with a 50-inch flat screen with laptop connectivity. In addition, the Aloft Calgary University will feature the brand’s signature platform bed, walk-in shower, free WiFi and plug-and-play charging stations, along with links to each guestroom’s 42-inch LCD TV.

Homewood Suites Halifax is accepting June 15 reservations HALIFAX—Homewood Suites by Hilton Halifax-Downtown is accepting reservations for stays starting June 15. Owned and managed by SilverBirch Hotels & Resorts, the 135-room property will feature a SilverBirch Conference Centre with fully equipped meeting rooms providing highspeed wireless Internet and all-you-can-eat food and beverages through Connections Café. In addition, the hotel will offer complimentary Suite Start hot breakfast daily, grocery delivery service and, Monday to Thursday, Welcome Home dinner. Other amenities include: covered parking; fitness facility and indoor pool; and self-serve laundry and dry cleaning services. The hotel is offering, at its studios and one- and twobedroom suites, pre-opening specials with rates starting from $175 and extended-stay rates as low as $152. It is also offering a pre-opening group rate for 10 or more rooms per night starting from $169.

New Castle opens first Canadian Autograph SAINT ANDREWS, NB—Officials with New Castle Hotels and Resorts, Southwest Properties and Marriott International, Inc. unveiled the greatly anticipated renovation to New Brunswick’s landmark Algonquin Resort last month. The iconic resort is the nation’s first Autograph Collection hotel, Marriott International’s exclusive portfolio of independent hotels. The Southwest/New Castle team purchased the hotel from the provincial government in 2012 to undertake the “rafters to registration” refurbishment. Tim Ostrem, GM (above, left) and Marriott vice president Manlio Marescotti were on hand to hang the Autograph Collection plaque.

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CANADIAN LODGING NEWS

O p e n i n g s , s a l e s a n d r e n O vat i O n s

BW Plus Chateau Granville reno installs new WiFi, TV systems VANCOUVER—As part of its yearlong renovation, the Best Western Plus Chateau Granville Hotel & Suites & Conference Centre has completed installation of new WiFi and television systems in all 114 guestrooms. Thanks to the upgrade, guests now have access to a high-speed Internet connection of up to 15 Mbps, according to the hotel’s winter newsletter. In addition, the newly installed television system offers over 50 high-definition channels as well as movies on demand, with a library of over 1,400 titles. Currently under construction is the new fitness centre which is expected to be completed by the end of March and will be free to guests. In addition, the renovation project includes installation of double-glazed windows in all guestrooms to eliminate noise problems and reduce heat loss. This should be completed in the summer.

Best Western Plus Fergus and Woodstock

Best Western Fergus

PHOENIX, AZ—Best Western Plus has opened properties in Fergus and Woodstock, ON. The 33-room new-build Best Western Plus Fergus Hotel includes amenities such as a salon and spa, free hot breakfast, guest laundry facility and fitness centre. Available in suites with sofabeds and mobility accessible rooms, the hotel’s guestrooms include 39-inch LED TV with cable, microwave, mini-refrigerator, large work desk and free high-speed Internet. Best Western Plus Woodstock Inn & Suites houses 62 guestrooms, each with a 42-inch LCD HD television, fridge and microwave. This corporate

friendly property also has oversized desks and specialty suites outfitted with Jacuzzis and kitchenettes. Amenities include an indoor heated saltwater pool, a 24-hour fitness room with health club-quality equipment and the Lounge at 8-1-1, a guest-only licensed bar. The hotel was formerly a Microtel, but left the brand in November, 2013. The new owners have done a milliondollar renovation to upgrade the facility and convert it to Best Western Plus.

Best Western Woodstock (above)

Days Inn opens two hotels so far this year

Best Western Chateau Granville

Sault Ste. Marie, ON and another in Vernon, BC so far this year. Adding another 77 rooms to the chain’s growing portfolio, the newly converted hotel in Sault Ste. Marie has undergone extensive lobby and guestroom renovations. The property is located in the heart of the downtown and features an on-site restaurant serving a free hot breakfast. Additional amenities include complimentary WiFi, a fitness centre and meeting and event space. All guestrooms and suites are outfitted with a 32-inch LCD TV, work desk, coffee maker, fridge and microwave.

TORONTO—Realstar Hospitality has opened a Days Inn & Suites in

Days Inn —Vernon (above)

The 53-room hotel in Vernon offers comfortable and stylish guest rooms, free Daybreak Café breakfast, free WiFi Internet access and an indoor swimming pool. The hotel has undertaken a complete overhaul to provide updated accommodations. All guest rooms offer comfortable beds with triple sheeting, 32-inch flat screen LCD TVs, work desks, microwaves, mini-fridges and kitchenettes. Days Inn - Vernon is pet friendly and free parking is available for all hotel guests. “We are proud to be part of a wellrecognized brand and join the Days Inn family as they continue to expand across Canada,” said Peter Lim, owner, Days Inn - Vernon. “We’re confident guests will enjoy our great service along with all the essential hotel amenities.” Located in the heart of North Okanagan at 5121 26th Street North, the hotel is across the street from Village Green Centre and close to additional shopping and dining options. Area attractions include Kalamalka Lake Provincial Park, Sovereign Lake Nordic Centre, Silver Star Mountain Resort and Lake City Casino. A division of Realstar Group, Realstar Hospitality holds the Canadian master franchise rights for Days Inn.

Vrancor to manage Homewood Hamilton HAMILTON, ON—Homewood Suites by Hilton has launched in Hamilton, ON, the first opening in an

ambitious 2014 Canadian expansion program for the all-suite, extendedstay brand. “Canada has proven to be a successful market for our Homewood Suites brand, and we look forward to expanding in this region with five additional Canada openings planned for this year,” said Bill Duncan, global head, Homewood Suites by Hilton and Home2 Suites by Hilton, in a release. The Hamilton opening brings the brand to 11 Canadian properties, he added. Located at 40 Bay Street South, the 16-storey, 182-suite Homewood Suites by Hilton Hamilton offers studio, one- and two-bedroom suites. The hotel is owned by Hamilton 132 Main Street Inc. and will be managed by Vrancor Hospitality Corp. It is the eighth Hilton Worldwide branded property for Vrancor Hospitality since 2005, including those with Hampton Hotels, Hilton Garden Inn and Homewood Suites by Hilton flags.

Knights Inn flag now flies in Alberta OAKVILLE, ON—Knights Inn Canada Franchise Systems Limited announced that Knights Inn flag will now be flying in the province of Alberta, with the signing of two locations, the RoadRunner Motel in Edmonton and the Central Suite Hotel in bordertown Lloydminster,AB. Nestled in the heart of downtown Lloydminster, this 33-room landmark hotel was built in 1948 and originally named to commemorate the birth of the British monarch’s first son—The Prince Charles Hotel (aka the old P.C.). The property has since undergone numerous changes to reflect the needs and demands of today’s guests.. The hotel offers daily and weekly rates to accommodate both short and long term stays. The property features guest rooms with kitchenettes, a laundry facility, free WiFi, a lounge/games room and will soon open a bistro style restaurant. Knights Inn Edmonton—South Side is also scheduled to open April 15th, 2014. Located at 6622 104th Street NW, the property has a Chinese restaurant on site and all 46 guestrooms are equipped with microwaves and refrigerators, free WiFi, and cable TV. The property also features guest laundry facilities, and a mini mart. It is located close to Whyte Avenue which is known for excellent shopping and dining.

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TH E

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CI RCL E

Roary MacPherson, executive chef at the Sheraton Hotel Newfoundland, won Restaurateur of the Year at the annual Hospitality Newfoundland and Labrador tourism awards.

Recognizing tourism excellence at HNL GANDER, NL—The Clayton Sparkes Accommodator of the Year, awarded each year at the Hospitality Newfoundland and Labrador conference, is sponsored by the Sparkes Family in recognition of the contribution their father made to the tourism industry. The award was presented to Fogo Island

Inn in recognition dedication to quality service, commitment to the tourism industry and making a solid contribution to the local community. JAC Tourism Champion of the Year, presented by John Atkins, JAC, was awarded to Rick Stanley. Maxxim Vacations Tourism Business of the Year was handed out to Riverfront Chalets & Rafting Newfoundland, Aspen Brook, NL.

In conversation with Hilton’s president/CEO Chris Nassetta ATLANTA, GA—When Hilton Worldwide president and CEO Chris Nassetta joined the company six years ago, “it was a fundamentally good business, but not what it could be. The organization had never integrated; it was put together by mergers and acquisitions. It was growing anaemically compared to its potential. “We’ve had six really exciting years. At the time, Hilton was $21 billion in debt, but last year we had the biggest IPO in the history of hospitality with what we feel was a great valuation,” Nassetta said in an interview with Teague Hunter, president of Hunter Hotel Advisors, at the Hunter Hotel Investment Conference last month in Atlanta. “The reason the IPO was so well received and how stock has performed is a reflection of that transformation,” said Nassetta. “We reenergized what had been a sleepy company.” Although it marked a milestone in the com-

Chris Nassetta

pany’s history, the IPO doesn’t affect Hilton’s 300,000-plus team members in their day to day operations, he said. On the other hand, Nassetta’s job is different now that he has a “real board, independent board members and share holders to communicate with.” Asked by Hunter what Hilton’s next steps will be, Nassetta commented: “We have a simple philosophy—we want to cater to any guest with any type of travel need in any geographical location ... around the world. It’s a big world and there’s a lot for us to do.” He added that Hilton has a significant pipeline around the world, and sees opportunities for at least one or two additional brands. “Increasingly for all of us, the future is about innovation. More brands mean that customers have more choice and control.” Hilton wants to be involved at every step of a guest’s trip from planning to feedback, Nassetta added.

Teague Hunter

Cal LeGrow Tourism Innovator of the Year was presented to Marble Zip Tours, Steady Brook, NL. Eastern Audio Limited, St. John’s NL was awarded Corporate Partner of the Year. The PRIDE Award, presented by the Bed and Breakfast Association of Newfoundland and Labrador to a business or owner/operator that has been instrumental in raising the profile of the Bed & Breakfast industry, went to Dion and Dora Finlay, Leaside Suites & Executive Apartments, St. John’s, NL. The Restaurateur of the Year award, presented by the Restaurant Association of Newfoundland and Labrador, was established to recognize the essential role of the food service industry in developing tourism in Newfoundland and Labrador. It was presented to chef Roary MacPherson, executive chef at the Sheraton Hotel Newfoundland in St. John’s. The Cultural Tourism Award was given to the Shorefast Foundation, Joe Batt’s Arm, NL. Marble Inn Resort, Steady Brook, NL, received the Sustainable Tourism Award, and Colleen Kennedy received the Doug Wheeler Award presented at the Provincial Luncheon by The Honourable Terry French, minister of Tourism, Culture and Recreation. The award recognizes an individual who has made a long-term contribution to the tourism industry. The Cruise Vision Award was presented to Adventure Canada at the Tourism Excellence Awards Gala by Vanessa George and Shauna Strickland of Cruise NL.

Thorsten Kirschke goes to Asia Pacific

MINNEAPOLIS AND SINGAPORE—Carlson Rezidor Hotel Group recently announced that Thorsten Kirschke will assume the role of president of the group’s Asia Pacific region effective March 17. For the past four years, Kirschke has led Carlson Rezidor Hotel Group as president of the Americas. Kirschke will replace Simon Barlow, who resigned from his position to pursue other opportunities. He will report to David P. Berg, chief operating officer, Carlson. During his tenure in the Americas, Kirschke’s achievements included the articulation and successful execution of the long-term turnaround strategy under the group’s Ambition 2015 strategy. In the Americas, Javier Rosenberg will continue to lead Radisson and Radisson Blu as chief operating officer, Radisson, Americas and executive vice-president, owned and managed hotels. Scott Meyer will continue to lead Country Inns & Suites By Carlson and Park Inn by Radisson as senior vice-president, mid scale hotel brands, Americas. Phil Silberstein, executive vice-president, will lead development in the Americas. Rosenberg, Meyer and Silberstein will now report to Berg.

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DESIGN

TOp

F EAT U R E

Dreamz Hotel Goderich—no beige DINING ROOM.

CANADIAN LODGING NEWS

FRONT LOBBY.

lI ST

P&G: 12 tips for more productive laundry operations A constant challenge for today’s launderers is improving their current operation and making choices that increase productivity. Here are some things they can do.

FRONT LOBBY.

pReMIuM jacuzzI suITe.

Left to right, sonal, Deven, Himansu and Deepa shah.

By Colleen Isherwood, editor GODERICH, ON—In 2011, the same year a tornado decimated downtown Goderich, ON, a fire devastated The Bluffs Motel just outside of town. The Bluffs had recently been purchased by the Shah family and they had almost completed renovations of the 22-unit property when it burned to the ground one winter night. Three years and countless insurance headaches later, the Shahs have reopened a hotel called the Dreamz Inn on the same site. There is nothing ordinary about this 26room, $3.5 million hotel. Himansu Shah, who owns the property along with his wife Deepa, brother Deven and sister-in-law Sonal, has a background in design and architecture from India. “It’s all about the architecture and the detailing of rooms for guests and the hospitality that comes very naturally to my family,” he told CLN on a recent tour of the property. “My brother and I thought that this is a very beautiful area, with a lot of people coming from bigger cities to enjoy the tranquility of Huron County—Goderich, Bayfield and Grand Bend. “We decided to come up with a beautiful designer contemporary hotel using the landscape

COM ING

of Huron County countryside, still being outside the ‘prettiest town in Canada,’ Goderich.” (Goderich’s downtown is now almost completely rebuilt following the tornado.) Building started a year ago in March and went smoothly, with the hotel completed by the end of January. It is the first newbuild hotel in the area in many years. As a designer, Shah had two ideas in mind—the hotel would have nothing ordinary and nothing beige. “It’s not just another Hampton or Marriott,” he said. Another reason to incorporate colour is that “this country witnesses extended periods of gloomy weather conditions and colour brings a sense of bright warmth to every person who walks in the doors.” The concentration on colour starts with the exterior of the hotel, which is painted red, with accent panels of blue, yellow, purple, orange and green (see circular photo at top). The front lobby features a statue made up of

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April 24-25: Alberta Hotel & Lodging Assoc. AGM & Trade Show, The Banff Centre, Banff, AB. E-mail: Ldoyle@edmonton.ca. Fax 780-4255121. Website: www.ahla2014.com. May 5-6: Canadian Hotel Investment Conference, Eaton Chelsea Toronto Hotel, Toronto. Contact: Orie Berlasso, Big Picture Conferences Inc., 416-924-2002 x229. E-mail: orieberlasso@ bigpictureconferences.ca. Website: www.hotelinvest.ca. May 6-7: Canadian Restaurant Investment

Summit, Eaton Chelsea Hotel, Toronto. Contact: Orie Berlasso, orieberlasso@bigpictureconferences.ca. Website: www.restaurantinvest.ca June 4: Choice Hotels Canada Foundation’s first charity golf tournament, Piper’s Heath Golf Course, Hornby, ON. Proceeds go to The Aga Khan Foundation, Canadian Feed the Children and Sleeping Children Around the World. Email: CHC_Foundation@ChoiceHotels.ca. Oct. 7: MHA 14 Tradeshow, Victoria Inn Hotel, Winnipeg. E-mail: info@centrex.ca.

tiny mirrors that sparkle when the sun hits it the right way. The lobby’s front desk and seating area are both bright red. The theme carries over to the complimentary breakfast room, with its wavy panels and back lighting on the ceiling, yellow accent wall, vibrant paintings and floral centrepieces on each table. Guestrooms are all suite-style and include accessible rooms. In each room, the coffee tables are custom-designed, sofas are all-leather and brightly coloured, and each room has a fireplace or a lighting accent; a designer caddy for the remote; reading lights attached to leather headboards; two pillow choices, foam and soft; microwaves and fridges with freezers. Each closet has gently-sliding opaque doors, specially-designed hangers, a shoe rack and a safe. The premium Jacuzzi and honeymoon suites include chocolates and a heart-shaped pillow. Outdoors, Dreamz Inn features a court suitable for playing basketball, tennis, volleyball or badminton. There’s an indoor pool and hot tub, fitness centre and on-site laundry. Once the winter weather finally disappears, Dreamz Inn will boast yet another splash of colour—the 6,000 tulips the Shahs have planted in their landscaped backyard. The Shahs came to Canada in 2004, settling in Goderich because it offered such a good environment for raising their children. They also own the Harmony Inn, closer to town. “Dreamz Inn is our commitment to our community,” Shah said.

1. Choose the right detergent. Alkaline detergents can be corrosive, cause safety concerns in handling among employees, and cause linens to retain mineral encrustation, leading to more frequent linen replacement needs and costs. Cleaning products that are phosphatefree with a near neutral pH formula can extend linen life and make fabrics noticeably softer to the touch. With a near neutral pH detergent, there is no need for pH correction through use of an acid; there’s less wear and tear on fabrics, plus it is noncorrosive and safer for employees to handle. 2. Consider a total laundry system. A laundry system should encompass a complete suite of commercial products, from near neutral pH detergents for a variety of cleaning needs, to fabric softeners, to stain fighters. 3. Stain removal. Before washing, housekeeping staff should treat tough stains with an appropriate stain remover. 4. Sustainable cleaning. Concentrated detergents are important, as these smaller, concentrated bottles mean using less product for each load, less packaging per bottle, and ultimately fewer trucks on the road transporting products for sale. 5. Check laundry care ingredients. Make sure laundry care products do not contain phosphates, known carcinogens, APEs or NPEs, or other reproductive toxins and that they meet the California Code of Regulations maximum allowable volatile organic compounds (VOC) levels. 7. Use energy-saving equipment. Commercial launderers should use energy-saving equipment and have procedures to ensure equipment is running at optimum levels. 8. Social sustainability. Donate “unusable” linens to local shelters and other charitable organizations. This can be a great way to give back to the community and further extend the use of the linens. 9. Ensure ideal wash conditions. Create and utilize proper procedures for ideal wash conditions: review and follow linen guidelines, pre-sort laundry properly and treat soiled items immediately. Keep rewash rates below five per cent by setting wash times and temperatures correctly. Load linens and fill the water properly as under-filling or over-filling can reduce cleaning efficacy. 10. Keep linen inventory levels up. Inventory levels that are too low result in linens being washed too frequently, causing fading and wear and tear at a more rapid pace. 11. Make a good first impression. You only get one chance to make a good impression. Consider customer service in every aspect of your laundry operation. 10. Train housekeeping staff properly. Provide checklists to keep things running efficiently. Employee training does not start and end with the hire. Effective, continual education on following proper procedures can be the key to achieving productivity and results that keep customers satisfied. —Based on an article by Steve Kovacs, R&D Section Head at P&G Professional.

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STAYING AGILE IS CRITICAL. FORTUNATELY, OPENING MORE THAN 1,100 NEW* HOTELS HAS KEPT US IN SHAPE. In the past five years, Hilton Worldwide has opened more than 1,100 new hotels around the world, bringing us to more than 3,900 hotels in 90 countries today.* In Canada, we have 86 hotels open from coast to coast with a growing pipeline of over 40 signed projects. Impressive growth, made possible by our ability to adapt to the world’s increasingly complex business environments. As a result, we’ve developed a wealth of experience creating and operating the most award-winning portfolio of hotels in the industry. Not a bad workout for a 93-year-old.

For development opportunities in Canada, please contact Tom Lorenzo, Vice President and Managing Director of Development (+1-203-463-3407, thomas.lorenzo@hilton.com), and Jeff Cury, Director of Development (+1-514-695-6798, jeff.cury@hilton.com).

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*From January 2008 to January 2013

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