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Sky In-Room appeals to 76% of business travellers*

That’s because it gives them the power to choose from Sky’s amazing range of must-see movies, top entertainment and live sporting action. What’s more, it costs less than you’d think to give them what they’re looking for. Fill your rooms with Sky for just 45p** per room per night.

Interest-free payments | Three-year warranty | No upfront set-up costs †

Call: 08442 414 646 Quote: TRAD Visit: The Lone Ranger ©2012 Disney Enterprises, Inc., The LONE RANGER property is owned by and TM & © Classic Media, Inc., an Entertainment Rights group company. Game of Thrones SM, under license from Home Box Office, Inc Terms and conditions: *SOURCE: TNS. Research commissioned by Sky Business Jan 2014. **Sky In-Room set up cost available from £13.50 per room per month Price based on a 30 day month. Payment plans with set-up costs include site survey, installation and Sky HD box. Minimum subscription 36 months. Price listed above is based on Gold installation package ex VAT. Gold standard installation of TV, on a stand secured to a desk/table using supplied fixings. Standard installation of set top box secured to desk/table using supplied fixings. Packages available to customers who are eligible to take Sky TV on a Hotel UK Sky In-Room Agreement. You must take a channel package in each of your hotel rooms. HD channels included are dependent on your underlying package. Visit for full list of channels within each channel pack. † Payment plans including set up will only require upfront payment on the first month of the 36 month payments which includes set up cost. General: Minimum price of £100 per premises per month ex VAT. You must be a limited company to take the 36 month option. Premises must be in United Kingdom (excluding Scottish Islands and Channel Islands). Eligibility subject to credit checks. You must get any consents required. Subscription payments subject to annual increase in RPI. Further terms apply. Calls to Sky cost 5.1p per minute (plus 15p connection fee) for BT customers. Calls from other providers may vary. Correct at 20 January 2014.

2 | Hotel Owner

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31/03/2014 15:59


APRIL 2014


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News and views from the hospitality industry

18 a PerSonaL aPProaCh In a WeLSh WonderLand 24 trend taLK

Ideas from the design sector to inspire

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Director Howard Birch of aston Matthews looks at how you can make a bold design statement in the bathroom

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Innovations giving today’s guests tomorrow’s technology


42 In the PUbLIC eYe

Director of Hotel PR Scott Thornton offers advice on creating an effective PR strategy

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Innovative products and services for the hospitality sector

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The hospitality sector’s top companies come together at Hotelympia 2014



Hotel Owner | 3

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hotel guests light up

Top Story

Signs of recovery continue in hospitality sector Hospitality jobs grew eight per cent year-on-year according to, the Uk’s largest hospitality job board, with 120,956 jobs advertised on the site from hospitality employers in 2013. The last quarter alone saw a 16 per cent increase compared with the previous year, with over 16,000 job adverts posted, as revealed in the latest Hospitality Employment Index report. applications per job fell five per cent over 2013 and as much as 26 per cent compared with Q4 2012. While this could mean fewer people are applying for each role, it could also imply that candidates

are becoming increasingly selective in their job hunt as they have more options available to them. The upward trend has continued into 2014, with 12,000 jobs from hospitality employers currently advertised on, across a range of sectors, from food service and pubs to hotels and restaurants, highlighting the need for employers to continue attracting new talent into the industry. The quarterly Hospitality Employment Index report from is available to download free of charge at

Stars of the silver screen are revealed

With the Oscars handed out and the acceptance speeches over, Trivago has compiled a list of the hotels that have put in award-winning appearances over the past year. 1. Saving Mr Banks – The langham Pasadena,

los angeles, California 2. The Wolf of Wall Street & Blue Jasmine – Four Seasons Restaurant, New York City 3. The Hunger Games: Catching Fire – Turtle Bay Resort, Oahu, Hawaii 4. American Hustle – The Fairmont Copley Plaza, Boston, Massachusetts 5. Last Vegas – aria Resort and Casino, las Vegas, Nevada 6. 12 Years A Slave – Columns Hotel, New Orleans, louisiana 7. The Great Gatsby & American Hustle – The Plaza, New York City

k West Hotel & Spa has announced a pioneering partnership with leading e-cigarette brand, VaPESTICk. The london-based property is leading the way in the hospitality market by embracing the latest cultural trend and being the first hotel in the Uk to openly welcome ecigarettes and vaping. The stylish hotel, known for its fun and vibrant atmosphere, is encouraging its smoking guests to freely use the cigarette alternatives throughout the hotel. The first partnership of its kind in the Uk, will see VaPESTICk products sold behind the hotel’s popular and contemporary k lounge bar, and will encourage the devices to be used in the bedrooms, the kanteen restaurant, the award-winning k Spa and all other communal areas. Vaping guests will also be able to select their preferred choice of VaPESTICk from a menu in the bedroom. The tie-up comes in response to customer feedback about the unavailability of smoking rooms. Clara Saffer from k West Hotel & Spa said: “We are always looking at our customer feedback and how we can best enhance guest experience. Since making all 220 of our bedrooms ‘no smoking’, along with the majority of the hospitality industry in 2007, we’ve seen a real divide in opinion on this. Non-smokers don’t want rooms that reek of smoke, and smokers want an easier way to satisfy their craving than a sock-over-the-smokealarm, or midnight trip outside.” Hotel Owner | 5

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hotel transaction volume across europe has reached new peak European hotel transaction volume in 2013 reached a new peak since the onset of the global financial crisis, signalling a comeback of the hotel real estate market. The 2013 European Hotel Transactions article, published by HVS london to coincide with the International Hotel Investment Forum, reported that total transaction volume across Europe reached €7.7 billion in 2013, a 39 per cent increase on the €5.6 billion recorded in 2012. The first quarter of 2013 accounted for more than half of the year’s total

transaction volume, totalling €4.2 billion. “The European hotel industry has signalled positive trends throughout 2013. Most markets have seen occupancy and average rates grow with hotel transaction volume reaching its highest point since 2007. Financing for prime assets has become more readily available, both from domestic as well as overseas banks, changing the hotel investment landscape,” commented report co-author Veronica Waldthausen, associate, HVS london.

Fresh offering to edinburgh hotel scene

Sheffield based contractor and developer, JF Finnegan, has been awarded a circa £8.5 million contract to construct a 110 bedroom, 4-star rated accor Mercure brand hotel in Edinburgh. london-based Croydon Hotels, which owns the former office block site at Gardener’s Crescent in the centre of Edinburgh, has appointed JF Finnegan to build the seven storey hotel, which it will privately own and operate under the accor Mercure brand. JF Finnegan has begun the first phase of its 60-week contract, which will be complete at the end of March 2015. The company has a long history of hotel

construction and its most recent projects include the Holiday Inn Express hotels in central Sheffield and Bedford and the Ibis Hotel at Shude Hill.

The Uk was, again, the most liquid market in Europe, with transaction volume reaching €3 billion, accounting for 39 per cent of total sales, while The Netherlands had the greatest increase in transaction activity in Europe last year with volume totalling nearly €500 million, compared with €118 million in 2012. 2013 European Hotel Transactions, by Veronica Waldthausen and louise Fury can be downloaded at http://www.hvs. com/article/6811/2013-european-hoteltransactions/?campaign=email

development plans from the Fusion Group The Fusion Group of Companies has announced that it is to redevelop the former Ballinluig Hotel in Highland Perthshire. Situated in Ballinluig, just off the a9 motorway five miles south of Pitlochry, this former hotel is to become a family friendly, all day kitchen, coffee house, bar and grill, as well as an inn with eight bedrooms. In a project representing a combined investment of £360,000 over the first year, the building will be fully modernised by the Dunblane-based Fusion Group of Companies and will be re-named and rebranded as the Red Brolly Inn.

Women 1st announces date for 2014 conference Women 1st, the initiative that aims to increase the number of women working in senior positions in hospitality and the wider tourism and visitor economy sector has announced that its third annual conference will be held at the Marriott Hotel Grosvenor Square in london on 3 July. The theme of this year’s conference, which is aimed at emerging female leaders

and future talent, is ‘unlocking your potential’. The event will feature a number of high-profile keynote speakers, along with two panel sessions with senior leaders and a choice of interactive workshops to help delegates boost their careers, confidence and charisma. Tickets are available to book now at

head chef of new coastal restaurant named It has been announced that chef Will Holland will take charge of Coast, a stunning new beachside restaurant opening in april at Saundersfoot in Pembrokeshire. He has spent the last 15 years working in some of the best restaurants and hotels in the Uk, and has made numerous appearances on TV, including Great British Menu and Saturday Kitchen. He described his new role heading 6 | Hotel Owner

up the kitchens at Coast as a “dream career opportunity” and plans to build on his previous reputation for delivering exciting food. His aim is to ensure that Coast will be a restaurant that shouts simplicity delivered with plenty of imagination. Having started looking at the impressive list of local Pembrokeshire producers, he is looking forward to creating a restaurant destination that the county can be proud of.

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north east hotel oscar winners announced The Marriott Newcastle Gosforth Park Hotel was the venue for the 4th annual North East Hotels association (NEHa) Excellence awards, which attracted hundreds of entries from those working in the sector in the region. The awards recognise and reward the achievements of team members that have gone the


extra mile in providing outstanding service and who have shown passion and potential for developing their careers in the North East. The winners were: leisure Excellence: Rob Foster (Matfen Hall) Service Excellence: laura Beacham (Durham Marriott) Best arrivals: Pratik ankalekar (Staybridge Suites)

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research finds staff name badges raise customer satisfaction by 12 per cent Average prices for 2013 Study conducted by

businesses will benefit from Univeral Credit

Hospitality directors met with Welfare Reform Minister lord Freud at Hammersmith Jobcentre Plus to hear about the benefits Universal Credit will bring to businesses. Universal Credit is a vital reform to the welfare state that rewards work as part of the Government’s long-term plan to build a stronger, more competitive economy. lord Freud highlighted the importance of businesses preparing for Universal Credit, as it is expected workers from almost four million households will be in receipt of the new benefit. Universal Credit will also help employers to meet their changing business needs and recruit new staff in a number of ways:  Part-time employees claiming Universal Credit can increase their hours and no longer worry about losing their benefits all at once. This will help employers to grow their businesses knowing staff can work more.  Staff will know that they will be better off by working more hours.  More jobseekers will be able to consider short-term or irregular work as Universal Credit payments are automatically adjusted through the PaYE system without claimants having to re-apply

Sales Champion Proactive: kerry McCabe (Beamish Hall) Sales Champion Reactive: Jill Russell (Rockliffe Hall) Community award: Senior management team Close House (Close House) Shooting Star: Callum Gallagher (Ramside Hall) Support Services: Geoffrey Craig (Holliday Inn, Newcastle, Gosforth Park) Cleanliness: Toi Young (Newcastle Marriott Metrocentre) Inspirational leader: Sophie Boyd (Wynyard Hall) Speaking about the awards, ken Ellington, the NEHa’s joint chairman, said: “The hotel sector in the North East makes a huge contribution to the region’s economy, constantly striving to attract tourism, whether business or leisure. But it’s the people that work within these organisations that really matter. They put in all the hard work and it’s vital that we recognise their contribution.

for benefits when they have finished working, making it easier for employers to fill job vacancies.  Employers will have a wider pool of applicants to help fill vacancies as Universal Credit is providing 100,000 low-income working families with childcare support for the first time.  as claimants apply for Universal Credit online and are paid monthly, they will develop necessary budgeting and IT skills that employers look for in their staff. Patricia Rainey, Marriott Hotel cluster director of human resources, said: “It was insightful talking to JCP staff about how Universal Credit is working in practice and how it’s designed to ensure work pays and make it easy for people to move into jobs. as employers in the hospitality sector, we do at times need to ask our staff to work overtime or recruit temporary workers to meet seasonal demands, so changes to the benefit system to make that easier for businesses to do that have to be welcomed. Minister for Welfare Reform, lord Freud, added: “as part of the Government’s long-term economic plan, Universal Credit will make work pay and ensure that people are better off in work, rather than trapping people in a life on benefits.”

New research carried out in three countries has found that something as simple as wearing a name badge can make a huge and immediate difference to customer satisfaction levels. The study, carried out by mystery shopping and customer experience experts Shopper anonymous found that when a range of businesses introduced name badges for all staff, customer satisfaction ratings rose by a remarkable 12 per cent almost overnight, in comparison to those that didn’t require staff to wear badges. The figure came out of the study of 116,000 mystery shopper reports carried out over the last eight years in the Uk, australia and New Zealand by independent research experts. Customers wanted staff to be wearing badges so they could distinguish between staff and other customers; said they trusted staff wearing name badges; and were more likely to build up a relationship conducive to making a sale with someone who wasn’t anonymous. John Bancroft MBE, managing director of Europe’s largest name badge manufacturer, Badgemaster, also thinks the choice of design provides the perfect opportunity to boost your brand: “We can manufacture custommade bespoke name badges, in line with a company’s corporate identity.” Royal Warrant holders Badgemaster provide the name badges for the customer-facing staff at Premier Inn, Warner, Best Western, Days Inn, Thistle and Shearings. John adds: “It is very rare to go into a quality establishment these days and find that staff are not wearing name badges. The benefits are clearly proven.” Hotel Owner | 7



Is mental health affecting your bottom line?

Old fashioned attitudes to mental health have no place in the modern workplace, says Peter Ducker FIH, chief executive, Institute of Hospitality

Hotel workers may have to confront mental health problems among their guests. Sudden deaths and suicides often affect employees in the rail industry, the emergency, police and mental health services, and also the hotel industry to a lesser degree. The impact of sudden deaths and attempted suicides on all who come into contact with them should not be underestimated. Many hotels have developed policies and procedures to address a sudden death on their premises. as with all policies, managers, duty managers and supervisors should be trained in the policy, which should be communicated to line staff and incorporated into the employee handbook. One primary contact should be responsible for managing an incident: securing the site until police arrive, interacting with emergency services; caring for affected staff, guests and witnesses; documenting the incident and responding to media enquiries. Employees who have close or regular contact with guests should be made aware of the following guest behaviours that could indicate a potential suicide. The guest: • Books in alone yet lives locally. • Has visible signs of self-harm. • Shows signs of excessive alcohol or drug use. • Does not have any luggage. • May spend extravagantly in a short space of time. • Does not leave his or her room for an evening meal and does not order room service. • Does not appear for breakfast and does not check out in the morning. Distressed guests should be offered the services of a doctor or put in touch with the Samaritans (08457 909 090) who also

8 | Hotel Owner

offer training for managers and supervisors. a risk assessment of your property can determine if there are potentially lethal sites conducive to the more common methods of suicide such as roof terraces and unsecured upper windows.



THEIR PROBLEMS FOR FEAR OF BEING STIGMATISED OR EVEN LOSING THEIR JOBS But it is not just guests who may exhibit mental health problems. Managers need to be aware of mental health issues among their own teams. Prepare to be shocked by the statistics provided in a new OECD report on Uk workers’ mental health and the costs to employers and society. The report states the Uk spends “about £70 billion a year, or roughly 4.5 per cent of GDP in lost productivity at work, [on] benefit payments and health care expenditure.” Disorders such as anxiety and depression affect approximately one million people in the Uk and given the large numbers of people in the hotel sector, it is likely that some of them may work in your organisation Many people with mental health issues are afraid to tell their employers about their problems for fear of being stigmatised or even losing their jobs. While employers are not expected to provide all the answers, an open and supportive environment can make all the difference to the employee who is suffering. Employers should keep an eye on staff performance and wellness. If an employee exhibits any mental health issues, it is

imperative to address the matter when it arises because there will be a greater chance of preventing the employee’s health from deteriorating. The warning signs are varied but might include mood swings, poor performance, self-harm, looking or feeling ‘jumpy’, changes in eating or sleeping habits; or uncharacteristically energetic, creative and sociable behaviour. To deal with mental health problems employers should aim to focus on the person, not the problem, and ask if they need short-term adjustments to their working environment or pattern. The Health and Work Service, as recommended by the Department for Work and Pensions (DWP) sickness absence review, is an initiative newly launched this year. The service will provide advice and support to employers who have staff members with sickness absence over four weeks in duration. The service will also be available to GPs and employees offering them a bespoke return to work plan. If you are still unsure about how mental health issues affect your business’s bottom line, try the Government’s Workplace Wellbeing Tool to work out the costs of poor employee health to your organisation. Employers can use the tool, which is in the form of an Excel spreadsheet, to calculate the annual cost of employee ill health; absence from work and staff turnover; to create business cases for workplace health and wellbeing initiatives, and to estimate the return on investment of setting up a health and wellbeing programme. workplace-wellbeing-tool








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release your inner hero and raise funds for hospitality action

Every May, Hospitality action calls upon the entire industry to join together to support its work during Hospitality action Week. This seven-day period sees everyone from hoteliers and chefs, to restaurateurs pull together to support those in serious need. From delicious cake sales to sponsored silences, adrenaline-filled sky dives to soothing massages, the week is the perfect chance to get creative and lend a hand to support those in need. The sixth annual Ha Week will take place between May 12 to 18 and is a great way to celebrate the hospitality industry and remember those in real need. In 2013, the Cavendish in london made the most of British Sandwich Week coinciding with Hospitality action Week by donating £2 from each sandwich sold to the charity. They also held an australian-themed lunch, had an ice-cream van on site and hosted a bake sale, pub quiz and a raffle to win an extra week’s holiday, raising £515 in the process. Ema Tukiran, assistant HR manager of the Cavendish london, said: “Hospitality action Week is always a fun-filled week at the Cavendish. Our fundraising activities mean that our team members get a treat alongside

raising money. Everyone gets involved with our bake sale and raffle and no one can resist a treat from the ice-cream van, whatever the weather. People are always thrilled to see the final total of what we have raised and love to see their contribution, no matter how big or small, go to such a worthy cause.” There are many ways to get involved including: • Donating a percentage of any spa treatment, meal or room service charge to the charity. • Auctioning off your chef’s skills for a night to give customers the opportunity to host the ultimate dinner party. • Hosting a quiz night, cabaret evening or family fun day. And there are many reasons to join in: • It’s the perfect team building exercise and a great way to get staff active and to boost their morale. • It’s your chance to give something new and innovative a try from planning a tricky pub quiz, to performing in a glitzy cabaret evening, anything goes. • It’s the one week a year where you can celebrate the work you do and the industry you work in while giving something back. •Helping others will make you feel good inside. If you take part in a sporty challenge you’ll be making a difference while getting fit at the same time. • All of the money raised will help to eliminate the suffering of those in desperate need within our industry. If you’d like to take part in Ha Week but you’re unsure where to start, visit or email an easy way to donate £5 is by participating in the Hospitality action Big Prize Draw. Enter now to win one of the following incredible prizes: First prize a two-night stay for two people at the Westin Palace Hotel in Madrid, including flights.

new general manager for the may Fair hotel Edwardian Group london, has today announced Inderneel Singh as new general manager of the iconic May Fair Hotel. 10 | Hotel Owner

He will be responsible for continuing the legendary high standards of luxury at the 5-star hotel and emphasising its position at the heart of london’s most stylish district. He said: “I’ll be bringing my own way of doing things to the hotel, but I think that’s important for the hotel to stay fresh and competitive. ”

Second prize a two-night weekend stay for two people including breakfast at the apex City of london Hotel. Third prize £100 Debenhams voucher. Fourth prize Champagne and chocolates. Email or call 020 3004 5504 to order your tickets. Tickets are £1 each and come in books of five. Good luck!

Save the date The Great British Quiz, Park Plaza Westminster Bridge London Think you know Great Britain? Think again! From William Shakespeare to Jk Rowling, Sir Bruce Forsyth to Sir Chris Hoy, the Hospitality action 2014 annual quiz will be a test and celebration of all the things our fair isle has to offer! You’ll be scratching your head over questions from categories including music, sport and entertainment, making this the perfect opportunity to show off your general knowledge. This challenging night out also includes a drinks reception and a delicious threecourse meal with half a bottle of wine per person. To find out more or to book your place, visit:

one of world’s best beaches is in the UK Rhossili Bay in Gower has been voted the best beach in the Uk, the third best in Europe and ninth in the whole world. This stunning, wild three-mile expanse of golden sand has beaten off competition from even the palm-fringed beauties in the Seychelles.

Hotel Owner | 11

trade Talk

Angie PETKOVIC I’ve been running lots of added value offers to encourage people to visit me, however there have been a lot of “no shows”. Should I stop? It’s great that you are being proactive with your marketing, however as with any offer, there are a number of things you should do. First, ensure you include a code on the advert so you can measure the success of each one; then if you get a no show, mark it down next to the deal. You also need to make sure you either put the Terms and Conditions on the advert, or direct guests to where to find them. Doing this will not only allow you to work out which platforms offer the best value for money, but also those which generate the most time-wasters. Unfortunately, no shows are a sad reality for businesses, particularly in the age of online deals. at the time of booking (which should be clearly stated in your T&Cs), take a credit card number to

secure against the room, together with an email address and telephone number. Be very clear that the credit card will be used to secure the room and that if they don’t show up, the full cost of the room will be charged, subject to your 24 or 48 hour cancellation policy. an added opportunity is to use these details for some additional brownie points with your customer and marketing for the hotel. Ring each individual customer 72 hours before the booking, to check if they have any special requirements. It will make the customer feel special, is excellent customer service and gives you a chance to double check they are coming. Don’t forget, you can also upsell and offer to book a table in the restaurant, or, if you have one, treatments at the spa.

The Fluffies, the Uk’s only award scheme to find Britain’s finest hotel towels has today revealed its winners for 2014, including the announcement of a brand new category – Best Uk Hotel Pillows. after a meticulous testing process over several months, InterContinental brand, Crowne Plaza, overcame competition from rivals to claim the title of Uk’s best hotel towels, while Macdonald Hotels & Resorts triumphed in the inaugural Fluffies award for the Uk’s Best Hotel Pillows. the Fluffies – UK’s best hotel towels 1) Crowne Plaza – 63.7/80 2) Macdonald Hotels & Resorts – 58.2/80 3) Marriott – 56.5/80


the Fluffies – UK’s best hotel Pillows 1) Macdonald Hotels & Resorts – 70/80 2) Starwood Hotels – 65/80 3) De Vere – 58/80

Council seeks discussions on town centre hotel development Daventry District Council is seeking interest from hotel operators and other organisations for a potential hotel development in the heart of Daventry in Northamptonshire. The local authority is inviting interested parties to find out more about proposals for a hotel as part of its Site 3 Development, located at an important gateway to Daventry Town centre. Other key features proposed for the development include a marina, office space, restaurant and leisure facilities, residential units and a college of further education. a Masterplan for Site 3 has been submitted for outline planning approval, with the hotel development expected to take shape during 2015. Hotel operators and other interested parties are invited to approach the council for discussions, including any initial proposals relating to estimated site area and building height, proposed number of bedrooms, ancillary facilities (onsite restaurant/retail 12 | Hotel Owner

component) and parking requirements. Councillor Chris Over, DDC’s Economic, regeneration and employment portfolio holder, said: “Site 3, part of the town’s Eastern Way development area, is an important gateway to the heart of Daventry and an ideal location for a hotel development, to support the growth of business and leisure activity in the town centre. We would like to hear from hotel operators or any other organisations interested in shaping a future partnership that could move this scheme forward.” For more information and enquiries, please

contact Chris Hill at Daventry District Council on 01327 302448,


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Fifty new marco Pierre White restaurants

Renowned chef, restaurateur and TV personality Marco Pierre White has signed a master franchise agreement with leading hotel development company Sanguine Hospitality limited through its vehicle New York Italian ltd, in which Marco Pierre White is a shareholder. The franchise agreement is for Sanguine

Spa therapist scoops award Sarah Hickman from Whatley Manor Hotel & Spa has won the ‘ila Therapist of the Year’ award, taking on the mantle from her colleague Jodi Chivers who won the

Hospitality to oversee the roll out across the Uk of the Marco Pierre White Steakhouse Bar & Grill and Marco’s New York Italian concepts, which is expected to total 50 new franchised restaurants within five years. The first restaurant will be located in the heart of Manchester, just off Corporation Street, in a new purpose built 181-room hotel. located on the ground floor of the new build tower, the 150-cover restaurant will have its own entrance off Station approach. The whole project in Manchester is expected to create around 350 local jobs, which includes the restaurant itself, the hotel and the entire construction phase. all employees will be recruited locally, to not only reduce employee commutes but help fuel the local economy. The godfather of modern cooking, Marco Pierre White has led the Uk restaurant scene for 25 years and helped kick-start the careers of chefs including Gordon Ramsay and Heston Blumenthal, both of whom trained under him. He is now dedicated to rolling-out his restaurant concepts throughout the country. inaugural award last year. She has been at Whatley Manor since 2011 and was instrumental in introducing the “beyond organic” ila facials that were launched at the spa in January 2014. Commenting on the news she said, “I get a great sense of personal satisfaction from hearing the positive feedback from the guests who have experienced the new ila facials. This recognition, combined with the journey that has led me to winning the award, has given me a new sense of confidence, I feel very proud”.

Leading hospitality training company mourns death of its founder and chairman Staff at leading training company, abv Training, are mourning the company’s founder and chairman, David Hawbrook, who has sadly passed away. David had worked in the hospitality industry for more than 30 years. He established abv Training in September 2001, specialising in 14 | Hotel Owner

the training and development of people in the hospitality industry. He was also very keen on supporting local businesses and young people, playing a pivotal role in the Young Enterprise initiative locally. Frazer Grant, CEO at abv Training, who worked with David for nearly 10 years, said: “Personally I have lost a friend and mentor. Dave’s passion for hospitality and service were unequalled within the industry. I have been humbled by the support from colleagues, clients and friends and would like to take this opportunity to say thank you on behalf of the Hawbrook family and all at abv Training.”

NEWS IN BRIEF eclectic hotels has been given the go ahead to transform the former manchester and Salford trustee Savings bank into a hotel. The Grade II listed building is located in the heart of the city and the hotel group that also runs the Great John Street Hotel in Castlefield and Didsbury House Hotel and Eleven Didsbury Park will transform the 140-year-old building into a boutique hotel. Plans include a restaurant, bar, events space and rooftop spa and terrace. Industry executives are looking ahead to 2014 with greater optimism with many saying that they feel confident about the availability of finance. law firm BlP’s study showed that 97 per cent of hotel industry professionals expect revenue per available room to rise in 2014, while research by advisor Grant Thornton revealed that one in five businesses are planning to invest in new buildings in 2014. Carbis bay hotel in Cornwall has received a grant of £525,000 as part of a beachfront regeneration plan. The cash from the Big lottery’s Coastal Communities Fund is to be used to create a watersports centre, conference and wedding venue, restaurant and a new community hub. The aim is to create a year-round economy for the area rather than just relying on seasonal tourism. With the Commonwealth Games just a few months away, hotels in Glasgow are being accused of being “greedy” and hiking prices in the run up to the event. The city’s Marketing Bureau (GCMB) has accused some of hotels of being “opportunistic”, while MP for Perth and North Perthshire Pete Wishart called the price hikes “outrageous”. Swedish furniture manufacturer Ikea has announced its intention to build a collection of budget hotels including a property in Liverpool. The flat pack furniture retailer has partnered with hotel chain Marriott International to launch the new brand Moxy Hotels with the former John lewis department store on Copper Street earmarked for development.


Believe in better

Sky In-Room appeals to 76% of business travellers*

That’s because it gives them the power to choose from Sky’s amazing range of must-see movies, top entertainment and live sporting action. What’s more, it costs less than you’d think to give them what they’re looking for. Fill your rooms with Sky for just 45p** per room per night.

Interest-free payments | Three-year warranty | No upfront set-up costs †

Call: 08442 414 646 Quote: TRAD Visit: The F1 Logo, F1, FORMULA 1, FIA FORMULA ONE WORLD CHAMPIONSHIP, GRAND PRIX and related marks are trademarks of Formula One Licensing BV, a Formula One group company. All rights reserved. Man of Steel © Warner Bros. Entertainment Inc. and Legendary Pictures Funding, LLC Mad Men © 2014 Frank Ockenfels/Lionsgate Terms and conditions: *SOURCE: TNS. Research commissioned by Sky Business Jan 2014. **Sky In-Room set up cost available from £13.50 per room per month Price based on a 30 day month. Payment plans with set-up costs include site survey, installation and Sky HD box. Minimum subscription 36 months. Price listed above is based on Gold installation package ex VAT. Gold standard installation of TV, on a stand secured to a desk/table using supplied fixings. Standard installation of set top box secured to desk/table using supplied fixings. Packages available to customers who are eligible to take Sky TV on a Hotel UK Sky In-Room Agreement. You must take a channel package in each of your hotel rooms. HD channels included are dependent on your underlying package. Visit for full list of channels within each channel pack. †Payment plans including set up will only require upfront payment on the first month of the 36 month payments which includes set up cost. General: Minimum price of £100 per premises per month ex VAT. You must be a limited company to take the 36 month option. Premises must be in United Kingdom (excluding Scottish Islands and Channel Islands). Eligibility subject to credit checks. You must get any consents required. Subscription payments subject to annual increase in RPI. Further terms apply. Calls to Sky cost 5.1p per minute (plus 15p connection fee) for BT customers. Calls from other providers may vary. Correct at 20 January 2014.

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Delivering tomorrow’s services today Quadriga is the global hospitality industry’s leading integrator of network applications and entertainment systems, with offices in the USA, Europe, Asia, the Middle East and Africa. We offer flexible solutions, based on the latest technology and customized to your needs. Our range of TV and mobile communications platforms, easy-to-use guest Internet solutions, network consultancy and delivery services and multimedia content, not only deliver unequalled guest service and hotel operational efficiency, they make commercial sense. With more than 30 years experience in serving the hospitality sector, supporting more than 300,000 guest rooms and 120,000 Internet rooms, Quadriga is well placed to look after your hotel technology needs.

Sensiq® Our leading digital, multimedia guest communications platform, enabling hotels to deliver a full array of information and entertainment content to guests, via the inroom TV. Proven and established, installed in hotels all around the world, Sensiq can be tailored to your hotel, to deliver a truly differentiated guest experience.

PMN™ Quadriga’s PMNTM app enables guests to access personal content with their mobile device and stream wirelessly to the inroom TV. PMN is based on a network that has been optimized by the Quadriga Network Design Group to maximize performance, minimize cost and is designed to handle the high level of guest connectivity demand hotels face today.

Free to Guest TV channels With access to an unrivalled range of channel options, Quadriga deliver a 100% digital, 100% high-definition free-toguest television experience. At the same time hotels can be confident of service reliability with 24/7 remote monitoring and highly trained technical support.

TV supply Quadriga offers a comprehensive range of the latest displays, designed specially for hotels, by Philips, Samsung and LG, with something for every hotel and every budget.

Forward. Thinking. For more information please contact James Cannon on T: 0118 930 6030 E: 16 | Hotel Owner


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A personalinapproach a Welsh Wonderland With a sublime setting and a homely atmosphere, Lauren Morton discovers how the Outbuildings – a luxurious boutique B&B – has won over its guests

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Set in peaceful grounds with views of Snowdonia, the Outbuildings is a treasured retreat, tucked away in the south west corner of anglesey in Wales. Close to llanddwyn Beach, the tranquil and welcoming surroundings house this refreshing and stylish hotel, with its mix of contemporary pieces in its five personalised rooms. Offering couples a unique getaway experience, honeymooners a post-wedding escape and a dash of excitement to anyone in between, the Outbuildings has an individual touch with its unique take on hospitality, welcoming guests with tea and cake in front of a roaring fire upon arrival. This hands-on welcome makes the hotel a desired destination for many and the family atmosphere continues throughout a guest’s stay, with a relaxed and cheery atmosphere at breakfast. Morning means guests can congregate around a large round table as the chef, Francois prepares a breakfast of just about everything guests could need, served outside during the summer months. Four individual rooms and one hut awaits, each specially designed to have personal appeal. The Pink Spotty Jug, a room tailored around a gift given to owner Judith Matthews by dear friends, showcases combinations of flirty pinks and calming greens. a Janet Bell commissioned painting of Judith’s famous jug adorns the wall of the room, while simple, elegant touches such as a standalone mirror and spotty pink arm chair completes the look.

Neutral walls and pops of colour emphasise the Granary Steps, a testament to the Outbuildings’ past life. Filled with space, this light and airy room encompasses yellow armchairs for moments of contemplation, dressed with orange cushions that contrast to the light pinks of the bed linen. a detailed rug and decorative painting tie this room together, while its views across anglesey farmland allows guests to take in the views of sheep grazing and the endearing sound of the teal that reside on the marsh. a more masculine haven can be found in the Boy’s Room, a tribute to Judith’s two sons, William and Jack, resonating with a warm blues and a turquoise palette. Cream walls highlight the bold accent pillows upon the bed and dark spotted throw in this manly den. Boasting a beamed ceiling the charcoal greys, black and blue colours mix to create a

welcome room which can be paired with the Button’s Room to produce a family suite. Named after anna, Judith’s daughter, Button’s Room is graced by a four poster bed and girly pink décor. Pastel and bright pink bed linens complement each other, paired with two fuchsia armchairs and additional cream furnishings. a bright yet welcoming room, it incorporates many pieces handed down through the family and a photograph of Judith’s grandparents on their wedding day completes the look of the room. More than just a hotel, the Outbuildings is a plethora of extras wrapped within a quaint exterior. Not only does Francois source all of the ingredients he uses in the kitchen locally, but the restaurant is open to the public, as well as to guests, who wish to indulge in his cooking. He personally picks wild samphire to cook in the evenings, which is just one Hotel Owner | 19


of the quirks setting the Outbuildings apart from other hotels. In addition, it holds a civil wedding license allowing it to offer an exclusive and more intimate wedding venue, while the cooking tutorials run by Francois are a welcome change of pace. Striking a balance between practical and creative, the hotel has seen business grow since opening three years ago, expanding to create the Pink Hut, its fifth bedroom, a bespoke Shepherd’s hut. Specially designed and built for the Outbuildings, the hut is a fun and individualised bedroom with breathtaking views of the Snowdonian mountains and beyond. a cosy and romantic retreat for two,

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it encompasses the quirky yet stylish feel that the hotel strives for. Incorporating an exciting colour scheme and carefully chosen light fittings and furniture, the comfortable double bed and tiny wood burning stove serve guests well on chilly nights, creating a warm and welcoming atmopshere. The Outbuildings is a home-and-awayfrom-home for guests, with Judith treating new arrivals as if they were friends being welcomed into her home. Sympathetically dressed with furniture passed down through the family, as well as pieces from junk shops that have been lovingly restored with bright fabrics, the mismatch of furniture has given

the Outbuildings a unique persona. Bringing in outside influences, Judith utilises local businesses to create her masterpiece, with friend Dee Bentham who owns Cae Du Designs in Harlech adding her own spin to the chairs using her own fabrics. The beds at the hotel have taken on a life of their own, becoming so popular that guests have purchased them from the local shop, Caprice Interiors in Bangor. Judith adds: “Why go far when you can do everything locally?� a testament to this very individual hotel, the Outbuildings is a quirky find at the top of Wales, bringing colour and character to an overnight stay.


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26/03/2014 15:47

trend talk

Trend talk

Ideas from the design sector to inspire

Sanctuary beside the sea

The Headland Spa is Cornwall’s most significant spa covering an area of around 8,880 square feet with direct access to Fistral Beach, which literally sits in front of the spa entrance facing the Atlantic Ocean. Whether guests decide to stay in one of the 96 bedrooms inside the Victorian grandeur of the hotel, or in one of the

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state-of-the-art luxury cottages, a visit to Cornwall’s newest spa will relax guests and provide a haven to improve wellbeing. The spa’s design is enhanced by its location with natural colours used throughout. Six treatment rooms have been finished with ash wood panelled walls and accent colours. The spa uses several brands to deliver a wide variety of treatments including pure organic Cornish spa brand SPIEZIA and oraganic only brand VOYA, inspired. The Spa Lounge which faces the Atlantic Ocean offers a healthy and inspiring menu of Ayurvedic

0 influence, complementing the spa’s philosophy of wellbeing. A variety of ingredients have been sourced to suit different body types with the aim to “repair, rehydrate, relight and replenish.” The Leisure Area of the Headland is also the ideal destination to relax and includes a heated pool with jet stream and bubble seats, Cornish salt steam room, Swedish sauna and aromatherapy showers.


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history in the making

Powell Williams has completed the final phase of a £1.5million refurbishment of the Crabwall Manor Hotel in Mollington, Chester. The interior of the hotel has been upgraded throughout, creating a luxurious, boutique feel of the highest standard, appropriate for this stunning Grade II-listed building. The 48 en-suite bedrooms have been transformed with a stylish colour palette, sumptuous furnishings and accessories, and sleek, contemporary bathrooms. appointed as project manager in October 2012 by the building’s owner Dukeminster, due to the team’s expertise as historic building consultants, Powell Williams co-ordinated the interior designer Magna Designs and building contractor Interfit Interiors. The team has worked closely with the

hotel’s management to minimise disruption to guests and ensure the business remains open during the works. andy Williams, the partner at Powell Williams in Chester who lead the project, said: “The refurbishment of this beautiful hotel was done with the utmost sensitivity to the historic building, and the comfort and enjoyment of the hotel’s customers and staff.” louis Mourao, hotel manager added: “There has been excellent feedback on the bedrooms, which are beautifully designed and elegantly finished, and we’re looking forward to the completion of the function suites next month when we will be welcoming prospective brides and grooms and events managers to come and have a look around.”

Stylish seating after a seemingly endless winter, spring is in the air and your guests will be looking to enjoy some al fresco dining. It’s more important than ever to ensure your outdoor spaces look fresh and appealing and andy Thornton’s outdoor furniture collection, embodies a simple, sophisticated style. This includes the strikingly modern Plus armchair in a choice of choice of red, black, white, brown, beige and green. Ideal for putting outside modern style venues or complementing a more industrial style they are stackable for ease of storage and maximum versatility. Information:

Stylish apartment-style accomodation in the heart of the capital to have their own space where they can relax in comfort, secure in the knowledge that every service is immediately available” he said. “With the flexibility presented by the kensington Suite, we can offer a stylish residence in the heart of london ideal for VIPs, executives, long stay guests, special occasions and even family celebrations.”

The Doyle Collection, the privately owned, Dublin headquartered, luxury hotel group is to introduce a stylish new accommodation option for guests at the kensington Hotel, launching london’s largest town house suite with flexible living and sleeping space enhanced with designer chic. an exciting addition to the hotel’s portfolio of rooms, the iconic kensington Suite offers guests impressive and spacious apartmentstyle accommodation. It comprises three bedrooms and three bathrooms, plus two distinct living areas, and comes 24 | Hotel Owner

complete with extras including dressing room, private balcony with city views and Nespresso coffee machines.. With a generous 180 square metres of space, the kensington Suite has been uniquely created as a series of versatile interconnecting living spaces and has been designed to appeal to travellers seeking spacious, residential-style accommodation with on-tap premium hotel facilities. The Doyle Collection’s CEO, Pat king said: “Discerning guests are now looking for more lifestyle accommodation, they wish


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Howard Birch, director at Aston Matthews, discusses statement baths and the impact they make on hotel bathrooms

A free standing Brunel bath will encourage hotel guests to relax

Did you know that the average domestic bathroom is only slightly larger than a double bed? as a result, there are limits on what can be installed. a toilet and basin are of course essential, but many people

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who would love to have a separate shower enclosure and bath have to compromise with an over bath shower and some are dispensing with the bath altogether in favour of a more spacious walk-in shower.


In addition, few people have time in the day for a bath as our lives have become increasingly busy. A quick five minutes in the shower has replaced soaking in the tub, which is now seen as something of an indulgence. With this in mind some of our boutique hotel customers have created bathrooms that, in terms of the products installed and the layout of the room, lift the bathroom way beyond mere function. Instead, these rooms tap into the idea of the bath as a luxury, somewhere to relax and unwind, a cosy haven in which to enjoy an indulgent pampering session. Hotel guests love these bathrooms as they provide something they no longer have at home. Taking time to enjoy a good long soak has become an important element in the weekend break, as much a part of the whole hotel experience as spending time in the bar or enjoying a fine dinner. The key item in the indulgent bathroom is of course the bath. This should make a bold statement either in terms of its shape, size or colour. If space allows, position the bath in the middle of the room. The message you want to send to your guests is “treat yourself and try me”. Add good quality towels, a dressing gown and branded toiletries and you have the perfect recipe for a satisfying soak. Cast-iron baths are a sound investment as they never go out of fashion and they are extremely durable. They

Soho 2 gives the luxury of twin basins

also have the advantage that the exterior can be painted to match the décor so that when next you refurbish the bathroom you can update the look of the bath too. Cast-iron baths on claw feet are a timeless classic that work well in a traditional setting. For a more contemporary look, try mounting the bath on wooden sleepers as Hotel du Vin has done at its Brighton, Harrogate and Henley hotels. Of course, installing a freestanding twin-ended bath is not always easy, as space in the bathroom is often limited, but there is a solution. The Fox & Anchor and Highroad House, two very different London establishments, have both placed cast-iron baths in bedrooms, freeing up space in the

bathrooms for walk-in showers. At the Fox & Anchor, the baths were painted with the pub logo, at Highroad House the baths were painted white in keeping with the minimal theme of the bedrooms. As part of the whole boutique experience, a great bathroom can be an important selling point for hotels.

Instant update If there isn’t the budget for a full refurbishment there are still things you can do to improve your bathroom. You only need glance through the comments on TripAdvisor to see how important bathrooms are to hotel guests. They love them when the cleanliness and style meets their often

Zyam basin tap, an instant update

Twin cast iron baths on sleepers at Hotel du Vin, Harrogate

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On the Instructions of




Historic Grade II* Listed Hall, Coach House, Boat House and Gamekeeper’s Cottage set in 5.6 acres

Within walking distance of the popular tourist destination of Llangollen

Hall refurbished to a high standard in 2008, with 13 en-suite rooms and potential for more

Suitable for hotel, residential or training/education uses subject to planning consent

ALL ENQUIRIES: Daniel Bolton Claire Norris

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high expectations, but guests are also very quick to criticise if the bathroom is poor quality or out-of-date. Completely refurbishing your bathrooms is obviously a costly and disruptive process, but there are a few things you can do to update what you already have. The easiest items to replace are taps. Shiny new taps will give any bathroom an instant facelift. Choose the taps to suit the rest of your décor, so minimal chrome fittings for a contemporary bathroom or traditional crosshead designs for a more classic look. Taps and shower fittings are the most engineered element in the bathroom so we always advise customers to buy the best they can afford. With taps you really do get what you pay for, so it is advisable to invest in the best quality as they will not only keep their lustre longer but will function better too. another quick fix is a new basin. The easiest option here is to replace like-for-like. So, if you have countertop basins or pedestal basins buy the same again, but choose something that Create beautiful bathrooms with abacus direct’s bespoke bath surrounds, columns, walls and recesses. With the innovative, waterproof Elements board and decorative trims and tiles, designers and installers can create bespoke bath panels and other distinctive features quickly, easily and costeffectively. The lightweight board can be used for bath panels, columns, walls and recesses and is quick and easy to fit. It is simply cut, glued in place and is then ready to tile or surface. Bespoke bath surrounds and other bathroom features are designed by abacus’ in-house CaD design team and all products are made in the company’s state-of-the-art factory in Yorkshire. Information: 0845 850 5040 or


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makes a visual impact in the bathroom. In a modern bathroom perhaps opt for a striking square shaped bowl that sits on the counter, or in a traditional setting – a handsome Edwardian style pedestal. Console basins are an attractive alternative. Choose a basin that sits on a metal stand, as this also provides somewhere to hang a towel. Twin basins are becoming increasingly popular so if space allows, why not position two basins side by side. If space is limited, a domino-style basin takes up less space than two individual basins but still has the luxury of two bowls. If there is nothing wrong with the toilets there is no need to replace them, but you can update them with a smart new seat. Further easy fit accessory options include installing a magnifying shaving mirror (a considerate touch that your guests are bound to appreciate) and further matching accessories such as hooks for towels and dressing gowns, bin, toilet roll holder or a liquid soap dispenser. These are all little touches but they add up to give your bathroom flair.

Howard Birch, director, Aston Matthews

Howard Birch is director of Aston Matthews a specialist bathroom retailer based in Islington, London. The company has a dedicated contract division supplying bathrooms to a variety of projects from one-off replacement basins to multiple bathrooms. Clients include Hotel du Vin, Terravina, The Pig, Fox & Anchor, Soho House. 020 7226 7220 or The multikwik Sanitary Systems range of concealed bathroom frames offers a simple, innovative and straightforward way of installing modern wall-hung sanitary suites. as well as facilitating the installation of clean, modern sanitaryware designs, Multikwik Sanitary Systems offer the opportunity to hide many obtrusive and unsightly pipes and fittings, maintaining a scheme’s deluxe finish. The frame system is complemented by concealed cisterns, flush plates, touch-free infrared technology and dual flush systems providing water-and money-saving benefits. Information: 01622 852 654 or


a fresh new look on a classic bauhaus range demonstrates a hint of modernity to a traditional wood finish. The Celeste Black ash basin unit, which is available in a range of sizes, has an elegantly curved profile and a sleek cast mineral marble basin to match, available with a single tap hole as standard, or an option of no tap hole or three tap holes made to special order. The range also includes a useful tower storage unit and a stylish backlit mirror to complete the look. all units in the Bauhaus Celeste range have a soft close, pull-to-open function with a chromed alloy handle. Information: 0845 873 8840 or



Ensuring that the bathrooms are as luxurious as the location, Laufen sanitaryware has been chosen for the exclusive kandolhu Island Resort in the Maldives. laufen’s Il BaGNO alessi One bathtubs invite guests to lie back and relax while enjoying their surroundings and are matched by washbasins and WCs from the same collection. Featuring elegant curves and minimal styling Il BaGNO alessi One create a real style statement in this most idyllic of settings. The Swiss manufacturer’s Palomba sanitaryware is another highlight of the bathrooms in many of the resort’s apartments with its organic and elegant contours. Information 01530 510 007 or


Slim and sleek designs are on trend

CP Hart

Bathroom designer for CP Hart Dan Cook says that sleeker and thinner rimless designs are becoming more evident within bathroom ceramics and composite materials. key brands such as Duravit, laufen and Bette displayed a selection of rimless ceramic products, promoting hygiene as well as minimalist design. The developing trend for thin baths is now beginning to filter into the marketplace as well as thin seat pans. Previously thin seats were associated with high-end ceramic manufacturers, however we are now seeing volume ranges incorporating a thin seat option for an updated look. Grey is definitely the dominant key colour trend and applied to furniture in particular.

Pebble Grey

Varying from the very light to the very dark, with added elements of blue and green hues, this palette was mostly coupled with white and wenge finishes as well as modern materials such as kerlite. Mixed with a growing trend for natural materials and textured finishes over high gloss finishes, this dominating palette demonstrates the continued importance of a neutral ‘scandi’ scheme. With the lines between contemporary and traditional design becoming more and more blurred, an emerging ‘Cool Classics’ trend is becoming more evident. Classic looks have been updated with modern finishes and traditional products are being coupled with new age materials.

British furniture designer William Garvey offers a handcrafted portfolio of luxury wooden vanity units and washstands. For the height of practical luxury, opt for a bespoke integrated vanity unit that makes full use of a bare wall. This will not only impact on the overall design of your bathroom’s interior but also create much needed storage space for toiletries and towels. This featured integrated vanity unit presents design symmetry with its parallel shelving and slim profile and is finished in oak; echoing the want for neutral colour palettes and natural materials. Information: 01404 841 430 or visit

William Garvey

From lED bathrooms and illuminated bathroom cabinets, through to infinity mirrors, bathroom lighting and other bathroom essentials, Pebble Grey offers a wide range of modern and contemporary styles. Its bathroom mirror range is available in a wide variety of sizes and incorporates innovative features such as shaver sockets, demister pads and infrared sensor switches. The company says: “We realise the bathroom is one of the most frequently used rooms in the home and so our mirrors are designed to make it a more welcoming space.” Information: 0845 3225 128 or Hotel Owner | 33

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Where Safety Meets Style Henry Wolfe offers designer fire safety products that give you both style and functionality.

Freephone: 0800 612 6287 Ref: AOD02

Hotel Owner | 35


liquid Looking the luxury amenities sector of the hospitality market, Lauren Morton uncovers some hidden gems adorning the bathroom shelves of hotels Extra pillows, an abundance of towels, perhaps even a dressing gown hanging on the back of the bathroom door – all are expected by guests who leave the comfort of their own homes for the luxury of a hotel. These little touches are the things keeping guests coming through the doors and it could be these little touches that make you stand out from the crowd. It isn’t just the room itself that guests look forward to seeing, it’s also the bathrooms as they open the doors to see what aromatic and delightful fragrances they will have the pleasure of using during their stay. With that in mind, here are a few companies offering some smell sensations.

an alluring aroma as of april 1, aDa Cosmetics took over the exclusive distribution of Italian luxury brand, Bulgari’s guest collection products in the Uk hotel market.

white tea the key ingredient, has an air of sensuality. The Eau Parfumée au Thé Rouge seduces the senses with a subtle freshness and a whisper of extravagance. all fragrances are suitable for women and men. Each range includes a multitude of high-end skin and body care items for the hotel bathroom and spa.

a kinder luxury Introducing a new concept for the guest amenity market, a “kinder” beauty regime for ethically conscious luxury hotels comes from celebrity hair stylist, Tara Smith. Tara’s range for Sysco Guest Supply delivers a range of superb guest amenity hair products that are “tested on film stars, not on animals”. Offering a new form of kind beauty product, it conforms to strict vegan, ethical and environmental standards. Tara’s vision is based on her belief that like a plant, the hair needs to be fed and to bring it to its ultimate level of health, it needs regular hydration and the purest nutrients.

Fine Scottish scents Scottish-based supplier Montague lloyd is delighted to announce that the Scottish Fine Soaps Silver Buckthorn Collection has expanded to include hotel miniatures. The range previously comprised a 300 millilitre handwash and hand lotion but is now available in shampoo, bath and shower gel, conditioner and moisturiser in both 30 millilitre and 50 millilitre options. The Silver Buckthorn scent is a unisex fragrance that is spicy and oriental, inspired by world travels and exotic botanicals and is part of the World Scents Collection by the Scottish Fine Soaps Company.

Sensual pleasure Found in some of the best hotels in the world, Duck Island’s sophisticated toiletries enhance a hotel and provide guests with a welcome and appreciated luxury. Elisium’s balanced aroma captivates the senses, conveying the very sophistication and sensuality of the luxurious.

as a leading European manufacturer of hotel cosmetics, aDa has been distributing Bulgari amenities to the hotel industry for many years in various European countries, as well as Russia and India. a delicate aroma of green tea, combined with Mediterranean hues, completes the sophistication of Eau Parfumée au Thé Vert. The clear, classy freshness of Eau Parfumée au Thé Blanc, with essence of prized 36 | Hotel Owner

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teCh Talk

Tech talk

News and views from the hospitality sector

Wireless solution delivers 5-star performance

Wired for sound a new london West End hotel has opened in Fitzrovia on the site of the former Berners Hotel, a historic building which dates back to 1835. london EDITION is part of Marriott International’s new EDITION luxury brand and reflects the company’s marriage with leading international design consultant and hotelier, Ian Schrager and is the first EDITION Hotel in Europe. The template for a cutting edge sound system, originally specified by Marriott’s longterm partners, Clair Systems in the States, has been adapted by Staffordshire-based aV3, and is built around components from the Harman Professional range. aV3 worked closely alongside Clair Systems’ designer Jan luszczek and Ian

Shrager’s team to implement the audio design. Jan’s Soundweb matrix enables audio to be routed from any sound source to any zone and makes provision for eight independent DJ plug-in points with balanced connectors to create flexibility. The principal inputs are from two of Marriott’s bespoke Grey-V media streaming devices with customer profiled playlists which are constantly streamed in via the network before DJs take over at the weekend. aV3 MD Tom Blackwell said: “This is the nicest sound I have heard in a hotel — particularly in the lobby. Everyone has said how fantastic it is and the client is over the moon.” Information: 01462 480 000, or

Bulgari Hotel & Residences in london has selected global leader in enterprise communications NEC to provide an advanced IP DECT wireless solution for mobile staff communication. as service towards the demanding guests is the main differentiator in a 5-star environment, having a robust and proven mobility solution, is a key component, to deliver excellent guest service. This is particularly relevant to the Bulgari Hotel, london, where 80 per cent of staff are mobile/guest-facing. Director of information technology at the hotel Barry Thomas said: “Fast and reliable communication is key to the success of the hotel and quick responses to our discerning guest requests and internal communications between our mobile staff are what sets us apart from other hotels in the 5-star market.” The NEC IP DECT solution consists of NEC aP400 access points that are based on a full IP infrastructure and sophisticated and ergonomic handsets. The networked access points guarantee complete and smooth handover of calls. as for mobile handsets the Bulgari Hotel, london has chosen NEC’s G566 and I755 terminals, which offer optimal voice quality but are also prepared for next phases in mobile communication, such as the integration with CEBP – Communication Enabled Business Processes.

Unrivalled protection for mobile phones Tech 21 explains that it is the only brand to offer Impactology cases which provides unrivalled protection to mobile devices thanks to the unique polymer material, D3O, which is inside each case. Over the last 12 months, the company has been at the forefront of manufacturing Impactology-approved cases for key handset launches including the Samsung Galaxy S4, S4 Mini and iPhone 5c and 5s and more recently for the newly launched Samsung Galaxy S5. Customers can chose from a 38 | Hotel Owner

range of styles to suit their taste including Impact Shell, Impact Mesh, Impact Herringbone, Impact Tactical and for the first time for the Galaxy range, the Impact Frame and Impact Frame with Cover. apart from the different designs there’s also a range of colours to choose from including white, blue and clear and pink. To find out what makes Impactology different watch the latest video at or go to

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E 4 IN 01 EL Y 2 AT A D M G 1 N — RI IL SP APR 28


At Hotelympia meet over 1,000 exhibitors displaying the latest new products and widest range of innovation in food & drink and catering equipment. In 2014 the event presents a new spring dateline, live food demonstrations at The Skillery for leading cost sector caterers and Salon Culinaire making Hotelympia a must attend for anyone involved in the food service industry.

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eye In the public

Founder and director of Hotel PR Scott Thornton offers advice on creating an effective PR strategy I’ve seldom met a hotel owner or general manager who thinks their property gets enough publicity but by utilising press coverage and other weapons in the PR armoury ensures more guests check in. First of all, public relations is dynamic. Much of the work is ad hoc, responding to events, taking initiatives, cashing in on news developments and topicality. It demands inspiration as well as perspiration. You must have someone whose specific job it is to handle this proactively. It is not merely an extra task foisted on someone in the front or back office because “she’s good at English and can write good press releases.” Some hotels manage this role very well internally if the individual has the required skills, experience and contacts; others prefer to use an external consultancy. Beware when selecting such an agency. The hospitality sector is specialised and a consultancy that works across other sectors is unlikely to have the breadth of specialist knowledge you require. Be prepared to spend at least £500 a day on a good consultancy that allocates you an experienced account management team. Small hotels (say, between five and 15 bedrooms) may need an average of one day’s 42 | Hotel Owner

consultancy a month, medium-sized hotels (up to 100 bedrooms) between one and a half and two days a month. Do not undertake PR as a once-off. This is not nearly as effective as a sustained, coordinated campaign. While PR is dynamic, much of your campaign needs to be planned well in advance and do not take on an agency for less than six months.

Your hotel in the headlines Media relations is the bedrock of most public relations campaigns. as Oscar Wilde wrote: “There is only one thing in life worse than being talked about, and that is not being talked about.” Campaigns should be targeted. There’s no point in getting publicity in a newspaper, magazine or website which no or few prospective guests read. The conventional way to get written about is to invite the publication for a courtesy stay for the purpose of review. after a journalist has stayed/dined and written the article, it may take many months until it appears. When would you like it to be published? Good planning can ensure it reaches your prospective guests at the best time. Many prospective guests now get their information from the internet rather

than printed publications, so make sure your target media list includes relevant websites. Beware paying for a journalist’s hospitality while others (even rivals) get the credit. It happens. Every hotel I’ve ever known does many newsworthy things every year. an independent external consultant is usually better at identifying and exploiting these because hotel owners and staff often cannot see the wood for the trees. Good PR can be about people and personalities – your management and staff will have their own stories and successes to tell.

the competition that’s good for you Running media competitions is a good way to get publicity at reasonable, or even no, cost apart from the value of the prize. ask if you will get entrants’ data as readers’ email addresses are usually the most useful. You cannot legally use data about entrants who have declined to have their personal information shared.


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a picture is worth a thousand words a top priority is a good quality database of photographs which show your hotel and its facilities at their best. a good photographer can be expensive but this can be money well spent. If you want to show off your food offering, have professional pictures taken of dishes – photos taken on your iPhone just don’t cut the mustard.

third parties – a cause for celebration Media relations are crucial but there are other ways of communicating with your target markets. Third parties can be your allies in the battle for profitability. Tourism offices will be be planning ahead. Many of your competitors will be hitching their horses to their wagons so make sure you’re not left behind. Other third parties include airlines, rail operators and ferry companies. Most have their own magazines or newsletters. What are their forthcoming themes? Would your business fit in? Stuck on a plane, train or boat, their readers are a captive audience!


Travel operators may give complimentary tickets to press or for competitions. We work regularly with major department stores keen to increase sales by running incentive prize draws to win a hotel break. Customers have to spend a minimum amount in-store to enter.

the main event There’s a designated special day or week for almost anything you can think of. We all know about Mother’s and Father’s Days, Valentine’s and Easter. But what about National Vegetarian Week, Grandparents’ Day or Take Your Children to Work Day? When’s Pancake Day? Many quirky celebrations have PR potential. Britain is also becoming more multi-cultural. Check out ethnic festivals, for example, when’s Chinese New Year? Even if you can’t cash in on the big showcase occasions, your local area will be organising 44 | Hotel Owner

events throughout the year. Many will offer opportunities for attracting guests. Tourists need a reason to travel so give them some. Set up packages around an event, maybe including free or discounted tickets.

mailshots & newsletters If you aren’t already issuing enewsletters you should be thinking of doing so. They’re another excellent opportunity to get bookings in early. Email addresses generated by competitions can be added to your mailshot database.

Follow the seasons Think of your PR campaign in the way you think of changing your menus in line with seasonal produce. Each season has its attractions. Christmas and New Year and summer are usually the easiest to fill rooms and restaurant tables. Greater challenges may lie elsewhere for example in winter. You could try to promote outdoor activities such as walking, climbing, cycling or mountain biking. Is there good fishing or shooting locally? Check when the seasons open and close. In spring and autumn gardens are often at their best. Which are open to the public? Some are open year-round. Stately homes and museums often open at Easter and close in October and there is a huge and growing interest in wildlife – do some homework and make the most of opportunities near you.

Shades of 50 of grey Chase the grey pound. Many older people have good disposable incomes and are looking for things to do and places to visit

throughout the year. Unless they’re taking their grandchildren, they’re not tied to school holidays or high summer. What are your facilities and building access for the less mobile, deaf, hard of hearing, blind or visually impaired? They are a much neglected sector.

organising your Pr Your reputation (which is what PR is essentially all about) is important, so should be the focus of regular meetings. Whether your PR is handled in-house or by external consultants, meet at least once a month to review and plan. Someone must write the minutes which should be issued promptly and action points followed up, not left to gather dust.

and now the bad news Have you planned for what you’d do if you suffer a crisis? a reputation takes years to build up yet can be destroyed in minutes or even seconds. Have a crisis management plan in place not just to cover operational issues but PR ones too. Food safety is just one of the accidents that can leave a nasty taste in the mouth of the unwary hotel owner or manager. Hotel PR, established in 2000, specialises in promoting hotels and restaurants throughout the Uk. Scott Thornton is its founder-director and was previously a senior journalist and manager around the world with Reuters. He can be contacted on 0131-473 2388, by email on or at

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Traditional banking and loan models don’t provide the flexible help that most hoteliers need for things such as upgrades, new stock or even to help plug a cash flow gap and, more importantly, the funding is harder to come by. However, the funding landscape for the hospitality sector is beginning to look more diverse and vibrant and hoteliers need to be aware of the rapidly growing alternatives to traditional lending open to them. Business cash advance is a growth area and one of the companies leading the way in this market is Liberis, which to date has given more than £70 million in funding to small businesses advancing between £2,500£300,000 each time. The business owner

receives an unsecured cash injection, which is repaid based on a set percentage of the business’s future credit/debit card receipts until the full payback amount is reached. The money is paid back only as the business earns, so it’s completely linked to cashflow. Crowdfunding enables large numbers of individuals to support a project by contributing a small amount of capital towards a total funding target with the return on investment coming in the form of rewards (products) or equity. Peer-to-peer lending allows consumers and wealthier investors to lend to many creditworthy businesses at once, and thereby spread their risk, while asset-based financing allows SMEs to access funding by putting up their assets as security against a loan. It’s an option for businesses that have lower credit ratings and thus could face untenably high fees – or even be rejected – with a more traditional loan. While there is no one-size-fits-all solution and it’s important to take expert advice, it does seem that that funding opportunities for hoteliers are back out there.

the benefits of bringing laundry in house Marketing manager of PHS laundryserv Victoria Davies says: “When you’re looking for ways to reduce your housekeeping budget without having an impact on the guest experience, a great place to start is with your laundry processing.” an in-house laundry will save you money over an outsourced solution, even taking into account the cost of the equipment, 48 | Hotel Owner

detergents and utilities. an in-house laundry can also help to increase the quality control of your textiles, and allow you to take complete control. laundryserv offers a free feasibility survey to any hotel looking to find out more about making the change to an in-house laundry. The company can also help you to avoid capital expenditure by providing equipment on a flexible service rental basis. It also provides 24/7 customer support and a seven day a week, eight hour service response. Information: 0800 7311 399 (quoting ref S1450) or

Fireco brings security to hearing impaired a fire alarm going off in a public place can cause panic at the best of times, but what if you employ or have customers that are hearing impaired and haven’t heard the fire alarm? Fireco’s Deaf Messaging Service (DMS) gives deaf and those with impaired hearing the freedom to move around the building without the worry of missing an emergency situation. When a person with impaired hearing enters a building where a DMS is installed, they will see clear signage asking them to text a location code to the DMS number. Once a connection text has been sent, the person will be connected to DMS for that location, meaning that if a fire alarm sounds, the DMS will trigger a process that within seconds sends a text message to all people connected to that location. The connection will last for 12 months, and then update via another text asking them to reconnect and the cost to the user is the same as a standard SMS text. The company also offers Deafgard, a wireless unit with a pad attachment that simply goes under the pillow and is activated if a fire alarm goes off making the pillow-pad vibrate as well as a high intensity lED flashing light and lCD screen flashing ‘FIRE’ going off on a device placed at the user’s bedside. Pete Davies from Fireco comments, “Many do not think about the fire risks for those with impaired hearing or deaf, especially during the night. In a hotel or B&B, the ability to alert a fire to someone with impaired hearing once they are in their room can be difficult.” For more information please call alexander Sampson today on 01273 320 650 and quote ‘Hotel Owner’ for a discount.

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SHOWSTOPPERS chapman’s seafoods / stand 4468

Hotelympia brings together professionals from equipment, food and drink, tableware, interiors, bathroom and spa, and technology at one of the largest hospitality events in the UK catersave / stand 1365 CaterSave europe is pleased to announce the launch of its new Glass Frosting Machine and visitors to Hotelympia will be able to see the product in action. It combines leading edge technology with advanced design to create the illusion of a frozen glass. With its blue lCD lights and the rush of dry ice, the machine will bring theatre and intrigue to any bar. Ideal for frosting a wide variety of glasses, the machine simply needs to be connected to a liquid CO2 cylinder and a powerful jet will ice the glass in seconds. Richard Bradley, owner of CaterSave Europe said: “This is the ultimate addition to any bar or restaurant looking to serve ice cold drinks in an instant. The customer will enjoy the look of the glass and the drink will be served at the correct temperature”. Information: 01322 867 790 or

50 | Hotel Owner

burgess furniture / stand 3126

Chapman’s Seafoods is launching its new range of seafood tartlets and open tarts. Using only local ingredients for its handmade products, including fishcakes, wellingtons and pies, Chapman’s Seafoods has an established reputation for high quality fish dishes. The range includes Mediterranean Salmon Tartlets, Smoked Haddock Florentine Tartlets, Salmon, Prawn & White Wine Tartlets and a selection of open tarts in four flavours including Smoke Haddock Florentine; Mediterranean Salmon; Salmon, Prawn & White Wine; Smoked Haddock, Cider & Smoked applewood Cheddar. Information: 01472 269 871 or

burgess Furniture was the first European manufacturer of the aluminium stacking banquet chair, and with a manufacturing heritage of nearly 70 years, is market leader for conference and banqueting furniture around the world. Now run by Jeremy Burgess, the company was started in 1946 with a bicycle handlebar, when Jeremy’s father Gerald Burgess founded the GB Cycle Company. Spotting a growth opportunity, he soon steered the company towards the burgeoning contract furniture market, adapting the bending, welding and aluminium finishing expertise of the company to the design and manufacture of quality conference and banqueting furniture. Today, the banquet and conference chairs and tables are still designed and manufactured on-site in the factory in south west london and sold in the Uk and exported all over the world. Information: 020 8894 9231, sales@burgess or

airgoo / Stand 4128 airgoo specialises in technologies for the retail and hospitality sector and says it works hard to deliver the most innovative yet userfriendly systems that will help businesses enhance customer experience, increase traffic and strengthen brand identity. The company will be unveiling three avant-garde solutions at Hotelympia including Geoffrey, an award winning, table-top ordering system, menu and newspaper that enables guests to submit orders directly from their table. The MicroPlayer transforms any flat panel TV into a wireless digital signage display with its web-based content management system, while aromatise is a range of professional fragrance delivery systems, designed to

create a full sensory atmosphere. With scents ranging from chocolate to tomato pesto, lavender to leather, you can transform any environment into a sensory experience, positively influencing customers’ perception of your brand and retail environment. Information: 01223 894 207, or

It happens. From muddy footprints in your foyer to drink spills in your bedrooms or food splatters in your restaurant; accidents are inevitable. And when unsightly mess is created, it’s important that you respond quickly to prevent staining and preserve the appearance of your hotel. Kärcher’s range of professional cleaning machines includes scrubbers driers, vacuum and carpet cleaners, sweepers, steam cleaners and pressure washers, to help you clean up after an accident – whenever and wherever it happens. For more information on how Kärcher can make a difference, call 01295 752 142, email or visit

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pots; 2.5 kilogramme packs of top selling pickles, chutneys, jams and marmalade; hygienic single wrapped cake-slices; and bagged mini-breadsticks, perfect as artisan bar snacks. The company will be offering Hotelympia visitors the chance to taste its versatile and timesaving gourmet mustards and dressings, offered in convenient fliptop catering bottles as well as inviting them to enter a prize draw to win a hamper full of Cottage Delight goodies. Information: 01538 382 020, or

The best for your guests cottage delight / stand 4730

Cottage delight has 40 years’ experience producing a homemade range of catering products renowned for their consistent quality and taste including portioncontrolled sweet, savoury and pate mini-

nelson / stand 1317 Nelson will be focusing on its latest range of advantage glasswashers and dishwashers, available in various undercounter and pass through models. The company says the machines deliver on every level – they reduce running costs drastically by using minimal water, energy and chemicals and they run exceptionally quietly and they produce exceptional results. Delicate items can be washed with the Soft Start programme and the advantage is built to exceptionally high specifications with all parts undergoing rigorous testing to ensure its durability and ongoing reliability. Information: 020 8993 6199 or

girbau uk / stand 2923

in a range of styles and finishes to match focus sb / stand Bespoke switches and3429 sockets from Focus SB your room style and clients include Focus SB offers electrical switch and socket

establishments such as the Ritz and the designed for hotel or-made switches andplates sockets to suitexclusively your interiors androoms. your chosen lighting scheme. Corinthian, to smaller These bespoke electrical accessories can tes can be designed with your guests in mind and American, European or Chinese boutique hotels. Focus SB has a nationwide team of product be manufactured to your specification ets can be included, along with the latest Audio Visual inserts including USB sockets. consultants, who can advise and work with for the convenience of your guests. Plates Large range of stunning finishes available.

you, creating unique electrical accessories to can include international power sockets help make your guests’ lives easier. and USB charging points and switches us at Hotelympia, stand call usrocker todayand on dimmer 01424 858060 for further details. Information: 01424 858 060 or can3429 includeormultiple combinations. The company manufactures

Stand 3429 Hotelympia ExCeL London 52 | Hotel Owner long lead times

No minimum order

Girbau Uk is unveiling its dedicated Hotel laundry Design and advice Service devised to help hoteliers with the best way to establish and run their own in-house laundry. Staffed by an experienced team of hotel laundry consultants, the laundry design service includes a detailed survey, preparation of 3D technical drawings and installation plans to optimise laundry flows and efficiency. The company will also showcase a new range of hotel laundry kits at Hotelympia, designed to cater for the differing needs of every type of hotel from the smallest to the largest. Each kit comprises all of the equipment required to run an on-premise laundry including energy efficient washers, dryers and ironers and ancillary equipment. Information:

Complete bespoke service

el: 01424 858060

eti / stand 1809 Manufacturer of the Thermapen, etI will be exhibiting its comprehensive range of hand-held digital thermometers, dataloggers, probes and associated temperature measuring accessories. On display will be the new TempTest 1 Smart Thermometer with unique 360º rotating display which rotates in 90º increments enabling the user to ready the temperature in any position whether this is left hand, right hand, vertical or horizontal. This feature can be locked by the user if required and the intelligent backlit lCD makes easier reading whatever the time of day. It is housed in a waterproof IP67 case with an ergonomic rubber seal and includes the Biomaster additive to reduce bacterial growth. Information: 01903 202 151, or


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simon jersey / stand 4145 leading workwear provider, Simon Jersey will be serving up its latest product innovations at this year’s show. New collections include the Qualitas2.0 suiting range and coloured blouses, as well as an expanded selection of aprons, which will be showcased alongside its existing range of best-selling garments. Created specifically for those working in a hospitality environment,

the updated Qualitas 2.0 collection has been designed in response to an increased need for garments with a slimmer, more fitted cut. The updated apron range now includes the key colours for 2014, Graphite and Jade, while the new coloured blouse collection in a Crepe de Chine fabric introduces two modern styles, keyhole and Cowl Neck, as well as the classic semi-fitted Open Collar. Information:

talisyn / stand 3811

jestic foodservice equipment / stand 1535 Jestic Foodservice equipment will showcase a range of the world’s finest food service equipment brands with a particular emphasis on the design and supply of the latest in open kitchen and theatre-style cooking. Specialists from Jestic will be on hand over the four day event to demonstrate an array of unique features, discuss individual business needs and use their professional knowledge to assist in the planning and design of exciting new projects. New product launches include Wood Stone Bl4830 stone hearth pizza oven and for visitors interested in artisan and in house baking, the launch of the new Somerset SDR400 Dough Rounder will be of significant

tibard / stand 3958 Tibard will be using Hotelympia to showcase a whole range of products, all of which feature on the company’s newly launched website. It is designed to work across every platform and device that clients might use and the company says it looks as good on a mobile, tablet, net book and laptop as it

importance. also launching at Hotelympia, the Ugolini Quick-gel soft serve ice cream and Mini-gel plus machines, feature a stylish finish, innovative space saving design and attention to detail when it comes to consistency, functionality and quality. Information: 01892 831 960 or does on a traditional desktop computer. The website takes advantage of responsive design, so all of its elements respond to the amount of space that a device’s screen has. It also has a wider range of products and contains useful drop down menus offering advice on uniform design, details of Tibard’s Managed Uniform Service, how the company can assist with uniform rental and laundry, and details of its personalisation service. as with previous shows, Tibard will be sharing its stand with sister company Oliver Harvey. Information:

Talisyn says ‘Ophelia’ is the most customisable and cost-effective Interactive Information Channel solution in the Uk to date. The system offers you the opportunity to use your in-room TVs to both enhance the guest experience and also boost your green credentials by eliminating the need for printed material in your rooms. Many hoteliers have already upgraded for the digital switchover so appetite for the large capital expense of upgrading to new TV sets to improve the guest offering is often minimal. However, Ophelia has proven to be a highly adaptable solution for the company’s customers, and with Ophelia’s advertising and promotions platform, you have the added capability to generate additional revenue. The company can also install and configure the latest interactive Smart TV systems to suit any budget and any specific requirements you may have. It can also offer a technical consultancy and free of charge site surveys, and how best to work with your existing infrastructure. Information: or

james white drinks / stand 4851 James White Drinks is launching at Hotelympia its market leading Big Tom spiced tomato juice in a 15cl can, the ideal format for hotel mini-bars. already available in 75cl glass bottles at most major Uk supermarkets, the company says its Big Tom is the leading European brand of spicy tomato juice. awarded a Royal Warrant in 2002, Big Tom can be drunk on its own and, with a generous shot of vodka, makes the perfect Bloody Mary. James White Drinks also produces its world renowned Beet IT beetroot

54 | Hotel Owner

juice, its Manic Organic range, Thorncroft cordials, and its signature apple juices. Information: 01473 890 111, or

Cottage Delight Hotel Owner April Ad v3_Cottage Delight Hotel Ower April 27/03/2014 16:33 Page 1


Come and find us on stand 4730 at Hotelympia Discover our range of versatile catering products, developed over 40 years for a consistent quality and delicious homemade taste. • • • • •

Mini pots (sweet and savoury, including new pâté’s) 2.5kg catering packs of our top selling pickles, chutneys, jams and marmalade Single wrapped cake slices Mini breadsticks Gourmet mustards, dressings and table sauces

You can also enter our prize draw to win a lovely hamper of Cottage Delight goodies.

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