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MAY 2016

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F e at u r e s Vol. 50, No. 4May 2016

Special RepoRt

HealtHy demandVacations of the past may have meant days of indulging and breaking healthy routines. Nowadays, travelers are exhibiting a growing interest in keeping up with health regimens and discovering new programs while away from home. Read about several spa and fitness programs that ap-peal to travelers wanting to enrich their health.

Regional pRofile

IndIa: Ready foR takeoffWhile bigger markets grab the headlines in Asia, India is quietly laying the foundation for growth, again. Signs like improvements in infrastruc-ture, an increase in domestic travel and a burgeoning middle class all point to suc-cess for companies with the patience, and assets, to seize the advantage.

20

34

creo

2 hotelsmag.com May 2016

A B O U T T H E COV E ROnce known as the “Queen of Collins Avenue,” the Saxony Hotel is breathing new life as Faena Hotel Miami Beach. Described as both an invention and reinvention, the hotel serves as a tribute to 1950s’ Art Deco and Old Hollywood glamour with bold design from owner Alan Faena. Read more in Design starting on p26.

F&B

Kitchen designChef Jonathan Searle loves the way the layout and flow of his cooking suite at the newly opened 21c Mu-seum Hotel Lexington contributes to an open conver-sation among his 20-member brigade and how that helps brings the menu together in a more collaborative manner. Read about the suite along with other chefs’ current favorite pieces of equipment.

F E AT U R E s Continued

40

26

May 2016 hotelsmag.com 3

7 Editor’s diary HOTELS refreshes

11 trEnding

Desk functionality Starwood

Capital's UK brand Airbnb rant

16 PErsonalitiEs Kimpton GM

shifts gears Hospitable

Elegancia

26 dEsign Faena Hotel

Miami Beach

47 salEs & MarkEting

Direct booking in focus

51 tEchnology Security Data analytics

54 suPPly linE

56 Products Security, bath

amenities

64 lagniaPPE Heinz Hunkeler,

general manager, Kulm Hotel, St. Moritz, Switzerland

Vol. 50, No. 4May 2016

D e pa rt m e n t s


Hot openings

Room mate unveils euRopean hotelshttp://hotelsm.ag/RoomMateEuropeRoom Mate Hotels recently launched two new boutique properties in Europe: Room Mate Giulia in Milan, Italy, and Room Mate Valeria in Malaga, Spain. Room Mate Giulia is the brand’s first hotel in Milan and was designed by Patricia Urquiola, while Room Mate Valeria was designed by Victoria and Sylvia Melian of Melian Interiors.

Blog

BRing Back the fold (aka toilegami)http://hotelsm.ag/ToilegamiIt’s a small detail, but in many eyes it’s an excellent indicator of great housekeeping service. Those carefully “folded” tissues in guestroom bathrooms have almost disappeared from the housekeeping agenda. The practice used to be followed consistently among hotels around the world and even housekeepers enjoyed the camaraderie of sharing new folding techniques to incorporate into their duties. What would it take to bring back the art of toilegami?

interview

la Quinta’s ceo cline makes deButhttp://hotelsm.ag/KeithClineKeith Cline made his first appearance as La Quinta Holdings’ permanent president and CEO in front of some 1,500 people at the company’s annual conference in Las Vegas in March. Cline, who joined La Quinta in 2013 as executive vice president and chief financial officer and was named interim president and CEO in September following Wayne Goldberg’s departure, spoke with HOTELS during the conference about his new role, challenges following a disappointing stock performance in 2015 and overall trends in the industry.

on the weBhotelsmag.com

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EDITORIALJeff Weinstein, Editor In Chief

1.312.274.2226 E-mail: [email protected]

Barbara Bohn, Managing Editor1.312.274.2209 E-mail: [email protected]

Brittany Farb, Associate Editor1.312.274.2229 E-mail: [email protected]

Dani Friedland, Managing Editor, New Media1.312.274.2223 E-mail: [email protected]

Bert Ganzon, Senior Art Director1.312.274.2227 E-mail: [email protected]

Steve Vanden Heuvel, Senior Art Director1.312.274.2218 E-mail: [email protected]

Brittney Hackbart, Associate Art Director1.312.274.2216 E-mail: [email protected]

Michelle Villadolid, Freelance DesignE-mail: [email protected]

Bill McDowell, Vice President, Editorial Director1.312.274.2201 [email protected]

CONTRIBUTING EDITORSOriana Lerner, Erin Sund

PUBLISHINGDavid Wood, Publisher

1.312.274.2225 [email protected]

INTERNATIONAL ADVISORY BOARD Nakul Anand

Executive Director, ITC Ltd., Gurgaon, India

Stephen BartolinChairman, The Broadmoor, Colorado Springs, Colorado

Geoffrey GelardiManaging Director, The Lanesborough, London

Kirk KinsellPresident & CEO, Loews Hotels & Resorts, New York City

Alex KyriakidisPresident and Managing Director, Middle East and Africa, Marriott

International, Dubai

Christopher NassettaPresident and CEO, Hilton Worldwide, McLean, Virginia

Monika NergerChief Information Officer, Mandarin Oriental Hotel Group, Atlanta

Paul SistarePresident and CEO, Atlantica Hotels International, São Paulo

Susan TerryVice President Culinary Operations, Hyatt Hotels North American

Operations, Chicago

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Passion for HosPitality

Editor’s diary

Editor In Chief

This month marks HOTELS’ equivalent of unveiling a PIP (property improvement plan). The investment is more one of intellectual capital and, even better than a hard redesign that

hotels must live with for several years, is never satisfied, as we always have the opportunity to continually improve the content we deliver from month to month.

Last fall, the editors and the artists sat down to critically review our content and design. What we present this month is not a massive change, but we think it better represents our “passion for hospitality” with more emphasis on the personalities, more inter-pretation of the trends and more attention to the hottest topics of the day such as channel management and mobile in our new sales and marketing department. The design is more spacious with an elegant color palette, making it easier to consume, and as always we will present great photography reflecting the sophistica-tion of the market we serve.

HOTELS has tightened up the front-of-the-book section, now called Trending. As you might assume, we identify and put into context the emerging trends across operational disciplines, illuminate companies blazing new trails and bring greater attention to global issues and opportunities.

Our new Personalities section highlights the change makers and thought leaders who have their own unique outlooks and approaches to the business. For instance, this month we focus on a Parisian duo that identified and are capitalizing on a unique niche, and how a seasoned GM is managing increased regional responsibilities with three pending property openings.

The Sales & Marketing pillar has been created to address what seems to be most often on everyone’s mind today: the changing distribution landscape, ranging from evolving relations with OTAs, how to react to sharing economy threats and how to monetize technology-driven concepts such as mobile and social media.

All of this reinforces our commitment to deliver in our always-global context the most thoughtful and useful content. We give you the “what” every day with breaking news at hotelsmag.com; we strive to give you more of the “why” here in print.

And as always, we are anxious for your feedback and suggestions to create even better editorial that will cause you to pause for thought and reflection, to serve as a muse and even entertain, and always help you succeed in your careers.

Our PIP

CURATED CONTENT ONLYPineapplesearch.com aggregates curated industry content from multiple sources into a single search platform, including articles, white papers, webi-nars and more. In addition, the site has an indexed, industry directory.

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OPEN PLATFORMPineapplesearch.com is an open platform ready for content submissions by all industry stakeholders.

NON PROFIT Pineapplesearch.com is operated by Hospitality Financial and Technology Professsionals (HFTP), a global professional association in the world of hospitality.

The following publications are available free to registered users.

Hospitality Attacks: Tips That Could Save LivesA comprehensive report to prepare a hospitality prop-erty for a hostile attack, including a review of security assessments, staff training, response plans and active shooter response.

HOTEL Yearbook 2036This provocative and very creative e-book consists of a set of imagined inter-views conducted with top executives, consultants, and industry observers who look back on 20 years of dramatic changes and developments that have had an impact on the way the global hotel industry has turned out.

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Company Index

COMPANY ...............................PAGE COMPANY ...............................PAGE COMPANY ...............................PAGE

21c Museum Hotel Lexington ................................ 40

Apple Core Hotels ............................. 13

Ashford Castle ...................................22

Ashford Hospitality ........................... 51

Banyan Tree Hotels & Resorts ................................. 11

Banyan Tree Samui ............................22

Best Western Hotels & Resorts ................................ 49

Brenners Park-Hotel ..........................24

Carlson Rezidor Hotel Group ........................................35

Conrad Pune .......................................34

CR7 ...................................................... 12

Elegancia Hotels ................................ 18

Equinox Hotels ...................................23

Faena Hotel Miami Beach ......................................27

Grand Central Hotel ............................ 11

Gray Hotel ........................................... 13

Halekulani ..........................................24

Hilton Worldwide ...................13, 35, 36, 47, 51

Kimpton Hotels & Restaurants ...............................17, 42

Kulm Hotel ......................................... 64

L'Auberge de Sedona ........................ 41

Marriott International ........................47

Mercer Hotel ...................................... 44

MGM National Harbor ....................... 44

Oberoi Hotels & Resorts ....................35

Pestana Hotel Group ......................... 12

SAMHI ...........................................36, 38

Six Senses Hotels Resorts Spas ...................................... 20

Soho House Chicago .......................... 41

Starwood Capital Group ..................... 11

Starwood Hotels & Resorts ........................... 13, 35, 51, 52

Westin Hotels & Resorts .................... 21

Xotels ..................................................47


Trending

By Jeff Weinstein, editor in chief

Starwood Capital Group is on the cusp of launch-ing a truly British hotel company with the assets from its recent acquisitions of Principal Haley

Hotels, De Vere Venues and Four Pillars hotels. Dubbed Project 1898 (the year the Hotel Russell in London was founded), the group describes the creation as a British hospitality company with great landmark hotels that are local at heart.

While planning to trim some assets from the portfolio (50 hotels and 7,000 keys), the new company will launch around Q3 2016 with separate urban lifestyle and country brands, according to Cody Bradshaw, senior vice president at Starwood Capital Group and head of European hotels.

The new group has developed a full-fledged man-

Reviving

bones

oldUK


The Grand Central Hotel, Glasgow, will

become a member of Starwood Capital’s

new hotel operating company this fall.

agement company, already having gone through a massive HR exercise, reconstructing national and regional sales forces, and creating its own CRS to make it self-sufficient on the distribution front.

“We saw the need for a truly British hotel brand because the U.K. itself is such a great brand with its history, personality, music, fashion, food and iconic landmarks,” Bradshaw says. “Yet, when you step back and think, unlike most other countries, there literally is no existing hotel brand that truly represents the best of what Britain has to offer.”

To that end, Starwood capital has assem-bled many iconic buildings and is adding what Bradshaw calls a touch of world-class design, personality and theater to transform properties such The George in Edinburgh, the Grand Central in Glasgow and the Hotel Russell in London.

A capital investment in excess of US$225 million is being made to restore these “grande dame” hotels to their original splendor. In addition to a big focus on destination F&B in consultation with renowned chefs and restaurateurs, extensive training is helping generate a new set of values. For example, more than 100 new staff members have been recruited for The Royal York Hotel in York; more than 150 new staff for The George in Edinburgh; and three times the number of chefs in the kitchens as before the renovations.

Take Starwood Capital Chairman Barry Sternlicht’s flair for design, as well as becoming the U.K.’s biggest meeting space provider driven by new technology, and Bradshaw says the group with the best landmark building in the best locations could have a very powerful story. “I think a com-parison would be something like a Kimpton, where every hotel tells a story and is food and beverage and design driven taking its inspiration from all the wonderful facets of British culture,” he says.

Bradshaw adds that there are a number of other cities in the U.K. – as well as collections of resorts and country hotels – that it would target for acqui-sition. “With the urban conversion brand there's a wealth of opportunities across Europe in major gateway markets,” he says.

Biting the Bullet

“We need a more de-layered hierarchy. Regional VPs, which constituted an entire layer of decision-making, have been replaced by regional directors of operations who coordinate matters between the field and HQ, but are not a separate, decision-making hierarchy or authority unto themselves. Corporate HQ and the GM in the field now deal direct, but are facilitated by regional directors of operations... I would be arrogant and presumptuous to say I’m re-inventing the business. Re-invention requires a vision that I don’t think I have. I only try to see some future trends and be prepared for them.”

Banyan Tree Hotels & Resorts Chairman Ho Kwon Ping talks about the Singapore-listed company’s Project One, an ongoing restructuring initiative to flatten the management hierarchy, curtail corporate spending and keep the independent chain competitive among its deeper-pocketed rivals.


Trending

Policies must reflect a commitment to guest privacy, says Claudia Callaway, partner and member of Katten Muchin Rosenman LLP’s hospitality prac-tice. That includes em-powering employees to notify management when a situation raises a red flag, not after an incident. Also:

Use comput-er-based training. Employees can log in to a module, view policies and be test-ed. It’s a trackable approach that allows for updates.

Put it in writing. Share security stan-dards with employ-ees regularly and make it part of daily procedures.

Train in security, not just service. “In the same way that you greet a guest in a friendly manner, you

don’t give out their room number,” Calla-way says. “If someone is repeatedly asking for another guest’s room number, perhaps, you consider what sort of alarm that might raise.”

Limit access to information in public spaces. In

the Andrews case, it was claimed that her room number was gleaned from the hotel restaurant’s LCD phone readout. Useful for a maître d’, perhaps, but problematic from a privacy standpoint. It’s about being “aggres-sively defensive.”

ExpEnsivE wakE-up call

By BarBara Bohn, managing editor

scoring with MillEnnialsAs big chains scramble to attract younger travelers with cheeky names and color-coded branding, Dionisio Pestana thinks he has something better: a face, specifically Cristiano Ronaldo's.

The president of Pestana Hotel Group, Funchal, Portugal, announced in December a €75 million (US$81 million) deal to link the football superstar’s youthful energy with a four-hotel chain aimed at the coveted age group. The deal makes sense, Pestana says, and not only because Ronaldo grew up on the Portuguese island of Madeira, where the first CR7 hotel will open this summer.

“He’s a millennial himself. He’s very intense, on and off the field,” Pestana says. “Off the pitch he likes the lifestyle, the good cars, the good life." And the Real Madrid forward knows branding well: Besides endorsement deals, his CR7 logo is stamped on clothing, cologne, footwear and underwear.

Pestana hopes to invoke Ronaldo's spirit through a vibrant, sexy and informal design, along with the usual millennial attributes. While they won’t employ obvious sports imagery, Pestana says, the physicality will be present in subtle ways – “the participation of life, the emotional side of the event.” Gyms will feature exercises recommended by Ronaldo.

Thr Lisbon CR7 opens in August; Madrid within 18 months; and New York City in 2018. Ronaldo will be 33 then, so is Pestana worried the appeal will fade with an inevitable retirement? “Even if he wasn’t a footballer, he would be a fantastic partner for what he represents – his principles, his qualities,” Pestana says. – BB

Hoteliers have 55 million reasons to take another look at their security proce-dures after a US$55 million judgment in March stemming from American sportscaster Erin Andrews being secretly videotaped in a Nashville, Tennessee, Marriott hotel room.

Ass

ocia

ted

Pres

s

Cristiano ronaldo, left, and dionisio Pestana

Sportscaster and tV host erin andrews wipes tears as the verdict awarding her US$55 million in a peeping-tom case.

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Trending

Where there is smoke...

An independent analysis conducted by STR and released in February suggested that there is no direct correlation between Airbnb’s presence and hotel performance in New York City. Taking it a step further, the study stated that during strong demand nights for Airbnb units, there was no pattern of adverse effects on hotel occupancy or average daily rate.

Vijay Dandapani, president of Apple Core Hotels, vice chairman of the Hotel Association of New York City and a vocal opponent of Airbnb’s “illegal hotels,” questions the STR data. He cites research by CBRE Hotels, which noted that during a 12-month period in the U.S. that ended September 2015, Airbnb users spent US$2.4 billion on lodging, more than 55% of which was spread over five big cities.

Dandapani says the CBRE report shows that Airbnb’s impact on hotels is at least twofold: ADR growth will continue to be stymied and hotel construction will be curbed. It also makes the lens for development more murky as it is almost impossible to guess when new, “active” hosts will enter a market in response to compression, given that the development window for an Airbnb unit is mere hours.

“In the end, the idea of attaining a level playing field is one that is simply unachiev-able, even if Airbnb and its many smaller cohorts end up with the regulatory framework they are seeking so long as they operate as de facto lodging facilities and not the occasional home-renter model they claim as their busi-ness model,” Dandapani says. – JW

Desk jobs

Mobile has changed everything, including the size and design of the in-room desk. Less traditional than the collateral-cluttered ver-sions of recent vintage, it now requires the functionality of a power source without being tethered to the tedium of a wall.

"People seem to work everywhere but the desk nowadays,” says Ed Ng, principal, AB Concepts, a Hong Kong-based design firm. The majority of hotel operators his firm works with want a “multi-function table top with all the necessary connec-tivity points in close proximity.”

Hilton Worldwide’s new Vice President of Product Management Anu Saxena admits the company is recon-sidering desk design

in its prototypes. “The trend is to minimize FF&E in the room,” she says, adding they are anxious to see how guests react to a smaller task chair at the new budget Tru by Hilton brand.

Conversely, in luxury suites, Champalimaud Managing Director Ed Bakos says clients want more of a great table, referencing the elegant design they spec’d for the recently renovat-ed Hotel Bel-Air near Beverly Hills, California. “There is a desire for a certain amount of horizontal space to lay out what you need,” he says. Plugs and outlets are an issue when a table is portable, but “it is solvable.”

“No one has ever been brave enough to voice that we should get rid of the desk altogether,” says Peter

Joehnk, co-managing director of JOI-Design. “It is still a practical place to put docu-ments, brochures from a trade fair, handbags, a mobile phone while it’s charging, or just to lay out a shirt to wear the next day.” That “horizontal storage” doesn’t need to be a desk, he adds. Perhaps it’s just a taller, multi-functional luggage rack?

Erin Hoover, vice president of global brand design for Star-wood Hotels & Resorts’ Westin, Sheraton and Le Méridien brands, suggests three options: a ledge and pull-up chair adjacent to the TV; a chaise with a pull-up table; and a great night stand at arm’s length.

Wherever mobile technology goes, desks will follow. – JW

Apple Core Hotels' Vijay Dandapani calls Airbnb a de facto hotel company.

Hotel Bel-Air's elegant freestanding table with an inspirational garden view.


Personalities


Stretching a

GM


Nabil Moubayed runs for exercise at 5 a.m. to help fire up his brain as early as possible. Because he is

increasing his responsibility to eight hotels from five, the Kimpton Hotels & Restau-rants’ Midwest director of operations in the U.S. and general manager of the soon-to-open Gray Hotel in Chicago, as well as the husband and father of two young children, says he does some of his best thinking during those early morning runs.

The 13-year Kimpton veteran’s thoughts today are mostly focused on The Gray (about to become the fifth Chicago hotel), as well the oversight of the Schofield Hotel in Cleveland slated to open this winter and a new project in Milwaukee that will open in the sum-mer. Compared to when he first began to manage Kimpton’s Palomar in Chicago six years ago, the challenge has ramped up significantly and how he manages his time and energy is evolving.

“Now I have to be more thoughtful about how I’m able to spend not only time on the phone and on conference calls but actually physically being at a

property,” says the native of Canada and a graduate of Cornell’s hotel school who has lived and worked in Cyprus, Nigeria, Singapore and Germany.

It’s also a change in mindset for Mou-bayed – from wanting to give more per-sonal attention to his team and being in on every meeting to someone who clears paths to help his team get things done. “I’m stretched more, and the hardest part is not being truly available to the people that need you at all times. Now I am more the advisor, the facilitator, motivator

– someone who can help put together teams of good people that then will make that property successful.”

Moubayed’s new challenge has also forced him to delegate more, such as re-linquishing recruiting responsibilities to one of his more senior property GMs in Chicago. “Kimpton is all about self-lead-ership, so making sure that we have the people who actually want to do that kind of work is part of their growth process,” he says. “You can tell some GMs are more hungry and they know that’s sort of the price of admission to the next tier.”

Perhaps the biggest surprise since he has increased his responsibility: “You don’t really understand how much people actually value your opinion or experience,” Moubayed says. “It’s a pleasant surprise that I’ve been able to have such a positive impact on other people’s careers and goals.”

But not to worry as Moubayed is open-ing The Gray wearing a GM’s hat and will relish the daily interactions. “There is something grounding about being home based in a property,” he says.

“I’m most Impactful If

people don’t need me, really.”

– Nabil Moubayed, iN respoNse to developiNg his teaM aNd hopiNg for a

KiMptoN sabbatical Next year

a rendering of the roof-top bar at Kimpton’s

new gray, chicago.


Personalities

By Jeff Weinstein

“in france, We’re not knoWn as being Welcoming to foreigners – it’s not true,” chuckles Elegancia Hotels co-founder Christophe Sauvage. In fact, he and partner Philippe Vaurs have capitalized on that misconception in a city known more for classic hotelkeeping by focusing more on service and unique style to drive business over the past 10 years at their Paris-based company.

With a portfolio of 15 Paris hotels with some 500 rooms operating under a creative and increasingly successful structure somewhat unique to France, the duo – one coming from an inde-pendent, family-owned hotel business and the other a veteran of Accor – since 1999 has been leasing smaller hotels in physically horizontal Paris. After refur-bishing what are usually outdated hotels or converting other types of spaces into 32- to 35-room properties, they are able to grow rate and occupancy with their design- and service-led approach. Generally, within three to four years they sell the leases at between four and six times the yearly turnover. Then, because the taxman in France tends to be greedy, the French “fonds de commerce” system

under which they operate allows them to reinvest in new hotel leases. Sometimes they retain management after a sale, but not often, and currently they own and operate one of their 15 properties.

Sauvage says once they obtain a new lease, they generally invest from €2 mil-lion to €25 million and increase turnover in a big way. In 2015, the lowest occu-pancy stood at 78% and the highest was 92%; average rate ranged from €104 to €215 without breakfast and including tax.

What Sauvage says makes Elegancia

truly unique is that not one hotel they cre-ate or re-create is similar. Each comes with its own story and fresh lifestyle design. Spaces range from artistic and modern to contemporary or even a refurbishment of a wooden home. There is no restaurant, per se, but they do serve breakfast and try to create a great bar environment.

Because they are not a big business or supported by the likes of a sovereign wealth fund, Elegancia grows by finding

solutions without constraints of the price usually paid for being inside a great city like Paris. To that end, their next project opening this summer will be the coun-try’s first floating hotel, with 58 rooms on the River Seine, called Off Paris Seine located near the Pont Charles de Gaulle.

The opportunistic group tends to find two or three new projects a year and late-ly has been moving into bigger projects, including unoccupied office buildings authorized to transform into hotels. In fact, Sauvage says Elegancia has three

such buildings under renovation.A 40-room project where all rooms have

a view of the Eiffel Tower is set for next month, while two projects are progressing for September and November. More ambi-tiously, in addition to two renovations, an 80-room, 5-star hotel with two restaurants is in the works for 2018-2019.

And next up, says Sauvage, is a plan to buy 100 chateaux in France and develop a fractional destination club. – JW

Philippe Vaurs (l.) and christophe sauvage have

been developing elegancia Hotels together since 1999.

Paris roadlesstraveled

“ElEgancia is popular bEcausE it is vEry kEEn to always rEnEw its stylE and dEcoration.”

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Spa & FitneSS

Hotels offer innovative spa and fitness programs to appeal to wellness-focused travelers.

by Brittany FarB, associate editor

Vacations of the past may have resulted in days of indulging and breaking healthy routines.

However, travelers are now exhibiting a growing interest in both keeping up with health regimens and discovering new programs while away from home.

“Travelers want to have a higher degree of wellness and are results oriented,” says Anna Bjurstam, vice president of Six Senses Spas, who has observed a “huge shift” since she started working in the industry over a decade ago. “People are traveling for a purpose.”

In response to this shift, in partnership

with several celebrity doctors and wellness professionals, including Mehmet Oz, Mi-chael Breus and Steven Gundry, Six Senses Hotels Resorts Spas has upped its game by rolling out an integrated wellness program that started last year. Six Senses Integrat-ed Wellness, which took about two years to develop, is designed to address the most common issues that people face as a result of their “ultra-stressed” daily lives. The program begins with in-house health ex-perts measuring and analyzing key phys-iological biomarkers, such as heart rate, tissue oxygen uptake and distribution, arterial stiffness and stress. This informa-

tion, along with “in-depth discussions” about the guest’s lifestyle and personal goals, enable Six Senses wellness experts to recommend a personalized program that consists of spa treatments, fitness and wellness activities, and nutritional advice. Guests receive a post-program consulta-tion that includes advice and tools from Six Senses’ experts on how to continue and maintain a healthy lifestyle at home. A follow-up wellness screening session is also recommended for programs of one week or more.

“We have found people who get the screening and are not anticipating to

HealthydeMand


Six Senses Hotels Resorts Spas' Integrated Wellness begins with a screening of physiological biomarkers

including heart rate, tissue oxygen uptake and distribu-

tion, arterial stiffness and stress.

Earlier this year, Westin Hotels & Resorts partnered with FitStar by Fitbit to help guests stay in shape while traveling. A series of vid-eo-based exercise programs allow users to create customized workouts. Additionally, as part of the partner-ship, FitStar by Fitbit and Westin’s National Running Concierge, Chris Heuisler, designed the “Stay Fit with Westin” session. Created with travel and small spaces in mind, the session features elbow planks, floor bridges and alternating knee raises to help relieve common travelers’ ailments – such as tight hips and lower backs – while building core strength and stretching limbs.

Guests also have access to a com-plimentary 30-day trial of the FitStar Personal Trainer Premium app to use beyond the hotel stay. Available in the iTunes Store and on Google Play, the premium app trial includes unlimited personalized routines and off-site access to all “freestyle” sessions, including the “Stay Fit with Westin”

workout. The program is being mar-keted through pre-stay reservation email communication, at check-in kiosks and in marketing collateral in hotel fitness facilities. Hotel associates also have access to free trials of the premium app.

“Fitness is expanding because it is part of everyone’s daily lives,” says Sarah Lipton, director of global brand management for Westin. “Fitness programs in hotels can serve to either offer guests a way to keep up with their workout regimens on the road or kick start their wellness routines.”

In July, Westin will provide access to a free premium trial of FitStar Yoga, which will be complemented by a custom “Stay Fit with Westin” video yoga session. Similar to Personal Trainer, the yoga app is accessible to both guests and non-guests.

“We’re excited to introduce yet another way that Westin is helping travelers maintain their exercise routines on the road as well as before and after their stay,” Lipton says.

go into a wellness program often end up booking their next vacation with Six Senses based on their results,” Bjurstam says. “We also have people who complete a program and come back with others, like parents or friends, to do it with them.”

Other hotels and resorts around the world have responded to this demand with developing spa and fitness programs that appeal to travelers wanting to enrich their health while away. On the following pages, HOTELS details several spa and fitness concepts, ranging from integrated wellness programs, detoxifying treatments, in-room fitness programs, wearables and more.

Westin partnered with FitStar by Fitbit to help guests keep up with their fitness while traveling or kickstart a wellness routine.

Westin commits

to be‘fit’


Special RepoRt

At BAnyAn tree SAmui in thAilAnd, spa treatments are inspired by natural surroundings, local traditions and other experiential elements.

“Authenticity has been part of the foun-dation of Banyan tree since the brand’s inception,” explains ryan nerone, assistant director of marketing communications at Banyan tree Samui. “We have always focused on infusing local culture and tradi-tions into the overall guest experience.”

Banyan tree Samui’s most popular treatments include the Balinese massage, a deep tissue massage aimed to improve energy glow and relieve tension, and the rainforest experience, a hydrother-mal treatment that combines european spa and hydrothermal therapy with the essence of Asian wellness philosophy to create a haven of serenity, warmth and comfort. nerone adds that while working with nearby suppliers ensures an authen-tic, quality experience for guests, Banyan tree’s use of local products also drives down overall price for the products required.

Authenticity and experience are prominent themes at the Spa at ireland’s iconic Ashford Castle. the iconic building re-opened last year after an extensive

renovation to restore its history while also providing modern amenities, including a relaxation pool, a turk-ish bath, a steam room, manicure and pedicure area, a relaxation suite and an outdoor terrace with views over ire-land's second largest lake, lough Corrib. A central design feature of the spa is the “tree of life” mural that stretches across an entire wall of the pool area. drawing inspiration from irish folklore, the mural centers around an oak tree that the Celts believed was a cosmic storehouse of wisdom and whose acorns were considered good luck.

michelle ryan, spa manager at Ashford Castle, observes that guests are more

often "more educated and in tune with their mind, body and soul and are searching for the right spa therapy to make them feel food and enhance their wellness." in response to this demand, the spa has selected brands and devel-oped treatments based on their authen-ticity, indigenous ingredients and record of results.

“the industry is moving on from just a massage therapy to improvement of overall health and wellness,” ryan says. “With its fairytale setting, a range of relaxing treatments, state-of-the-art fa-cilities and magnificent views over lough Corrib, the Spa at Ashford Castle pro-vides a sanctuary of calm and serenity.”

Authenticexperiences

Banyan Tree Samui's rainforest experience combines European spa and hydrothermal therapy with elements of Asian wellness philosophy.

The “Tree of Life ”mural at The Spa at Ashford Castle in Ireland stretches along the entire wall of the relaxation pool area and draws inspiration from Irish folklore.

“We have alWays focused on infusing local culture and

traditions into the overall guest

experience.”


Special RepoRt

Equinox Holdings, the company that runs upscale Equinox fitness clubs around the world, last year announced that it will launch a full-service, luxury lifestyle ho-tel brand. The first Equinox Hotels property is scheduled to open in early 2019 at 35 Hudson Yards in New York City, a mixed-use res-idential, retail and commercial development overseen by New York’s Related Companies. The hotel will include a 60,000-square-foot (18,288-square-meter) club with indoor and outdoor space, pools and a spa.

According to David Gutstadt, managing director and chief invest-ment officer of Equinox Hotels, tar-get guests include “results-oriented people who strive to be the best versions of themselves.”

“They certainly don’t want to compromise their health, fitness or diet just because they are traveling,” Gutstadt says. “Although the hotel gym is not a new concept, people

are putting an increasing amount of importance on it. The notion of the gym being an afterthought is not cutting it anymore, and we see a big opportunity to cater to the demand-ing modern traveler.”

Other hotel companies have creat-ed brands to cater to fitness-focused travelers. In 2012, IHG created Even Hotels designed to help travelers “eat well, rest easy, keep active and accomplish more.” Hotels include in-room “training zones” with an Even Hotels trainer, a mounted fitness wall, yoga mat, yoga block and a core ex-

ercise ball, while public areas include an athletic studio that offers fitness classes and health-focused F&B options. The brand also developed 19 fitness videos and training guides.

The Even Hotels brand concept was first announced in 2012 and properties are open in Norwalk, Connecticut; Rockville, Maryland; and in New York City, with addition-al properties in the pipeline.

“As the only holistic wellness brand in the hotel industry, we are dedi-cated to helping wellness-minded guests traveling to New York City find their balance while on the road,” says Jason Moskal, vice president of lifestyle brands for The Americas at IHG, of the Manhattan property that opened last November.

“This new hotel also demonstrates the continued momentum behind our newest hotel brand and our commitment to providing the Even Hotels brand experience wherev-er our target guest both lives and travels to.”

Fitness as a br and

A guestroom at Even Hotels in New York City

“The noTion of The gym being an

afTerThoughT is noT cuTTing iT anymore,

and we see a big opporTuniTy To caTer

To The demanding modern Traveler.”


Special RepoRt

Long known for its commitment to health and wellness, Villa Stéphanie in Baden-Baden, Germany, Brenners Park-Hotel’s on-site spa and health treatment concept, combines alternative and traditional med-ical care, beauty and emotional balance. The holistic approach incorporates a range of natural preventative programs and specialized treatments led by Harry König, an internal medicine and holistic care specialist. Medical care offerings include preventative health check-ups, dental treatments, gynecological services and nutrition planning.

“Nowadays, 80% of our clients come because they want to be healthier,” says Hans-Peter Veit, spa manager at Villa Stéphanie, adding that the most popular treatments are related to weight loss and detox. “While many are seeking spa treat-ments, they want it to be effective and more medical indication is the key. That’s why we have developed the program.”

Villa Stéphanie encompasses 12 double rooms and three suites that provide guests with a digital detox free of

“e-smog,” which is produced by magnet-ic, electromagnetic and electrical fields. Copper plates in the walls and a unique paint finish create an e-smog-free envi-ronment to encourage more natural and restful relaxation and sleep.

Health and wellness also take center-stage at Halekulani's spa in Honolulu. Pro-fessional wellness advice is the focus of a monthly program at SpaHalekulani, known as the Living-Well Lecture Series. Hosted by Halekulani's resident life coach, lectures cover a number of topics, including eating well and establishing healthy habits to increase energy levels. Participation is complimentary for Halekulani guests and available for a fee to non-hotel guests.

"Years ago, spas focused on square foot-age and special features, to the extent of promoting a gimmick," says Kamala Nayeli, director of SpaHalekulani. "Today it’s all about the individual receiving a quality service with a more personalized approach. Because today’s spa guests are also more conscious and in-the-know about health and well-being, we are seeing to provide

more treatments and products geared toward lifestyle and sustainability."

Nayeli explains that the lecture series additionally serves as an extension of the spa's service offerings to educate guests about the benefits of each treatment. While target guests include "anyone open to enhancing their lives in some way," she says the most common participants have included both males and females between the ages of 35 and 55. Occassionally, a "curious traveler" who is contemplat-ing making healthy changes in their life attends a presentation.

"Our sole intention is to inspire," Nayeli says. "We want to guests to understand the well-being means more that spending an hour on a yoga mat twice a week or even on a massage table once a month. Well-being is about making healthy choic-es each and every day."

Spahealth care

as

The Living-Well Lecture Series at Honolulu's Halekulani serves as an extension of the spa's treatments such as the Euphoria Facial designed to stinulate the senses.

A double treatment room at Villa Stéphanie at

Brenners Park-Hotel in Baden-Baden, Germany

“Nowadays, 80% of our clieNts come

because they waNt to be healthier.”

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Described as both an invention and reinvention, Alan Faena

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Faena, an Argentine fashion designer turned hotelier and real estate developer, hopes to have similar success in Miami Beach as he did with the Faena District in the Puerto Madero neighborhood of Buenos Aires, which is considered some of the most valuable real estate in Argen-tina's capital city and home to the first Faena Hotel.

“When you have the chance to create something like this, it’s a big responsibility because you’re creating a legacy, a place not only for us today, but for the Miami Beach of the future,” says Faena of what he claims to be a more than US$1 billion project. “Our aim is to keep the identity of the place, of the past, of the old families and the old mentalities of the people who were here before us who created the city, while also creating this urban alchemy for the future of Miami.”

Faena Miami Beach includes 169 gues-trooms and suites as well as 13 penthouse residences spanning the top two floors of the property. Hardwood floors are found throughout the accommodations as well as “Faena Red” velvet and cool blue tiled

The former Saxony hoTel re-openS aS glamorouS faena miami Beach.


colorful entry to the tierra

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Design

bathrooms. To ensure top-notch service, each floor features a signature Faena But-ler, offering guests personalized service. All visitors also have access to the hotel’s “experience managers,” who assist in designing the overall trip, from pre-arrival planning to departure arrangements.

Art plays an important role in the property’s aesthetic and guest experience, with original pieces by Damien Hirst, Jeff Koons, Alberto Garutti, Gonzalo Fuen-mayor, Manuel Ameztoy and Juan Gatti. Faena says each element was “carefully conceived and crafted to tell a unique story,” from the floor-to-ceiling murals in the hotel’s lobby, known as the Cathe-dral, to the inspiration behind the South Guestrooms and

suites include hardwood flooring and contemporary artwork.

Guest bathrooms feature blue tile and

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Faena Miami Beach's lobby is known as the Cathedral and features gold-leafed columns, floor-to-ceiling murals and lavish red carpet.

“Faena Red” furniture can be found in the guestrooms and suites.

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Design

American-inspired spa, the Tierra Santa Healing House.

On-site dining provides a variety of food and beverage choices. Los Fuegos by Francis Mallmann is the celebrated chef’s only restaurant in the U.S., and offers a contemporary take on the Argentine dining experience. Faena also collabo-rated with award-winning chef Paul Qui to debut Pao by Paul Qui at the Dome, Qui’s first restaurant outside of Texas, which serves the chef’s renowned brand of modern Asian cuisine. Additional F&B options include Saxony Bar, serving a

Faena Hotel MiaMi BeacHOpening Date:December 2015

accOmmODatiOns:169 guestrooms and suites; 13 penthouse residences

LOcatiOn:Miami Beach

generaL manager:Dant Hirsch

Owner:Faena

Designer:Alan Faena

Design aesthetic:Tribute to artistic glamour of the 1950s with Art Deco appeal

nOtabLe amenities:Sweeping balconies in many guestrooms and suites; Faena Butler, offering guests one point of contact and personalized service throughout their stays; pool and beach club; Faena Theater; a South American-inspired spa; several F&B concepts

A treatment room at the Tierra Santa Healing House, a South American-inspired spa conceived as an "oasis for rejuvenation"

Many gues-trooms and suites boast sweeping balconies with ocean views.

Faena Playa includes a palm-

lined pool area and beach club.

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classic menu of cocktails, and the Living Room, serving small plates, bespoke drinks and a variety of wines.

Several other grand features of Faena Miami Beach include the Faena Theater, a 3,000-square-foot (914.4-square-meter) performance venue that offers nightly cabaret-style revues, and the Faena Playa, a palm-lined pool area and beach club situated on 100,000 square feet (30,480 square meters) of white sand.

Award-winning Chef Paul Qui debuted his first

restaurant outside of Texas at Faena Miami Beach, Pao

by Paul Qui at the Dome.

Pao by Paul Qui at the Dome serves modern Asian cuisine.

Los Fuegos is an open-fire restaurant serving a contemporary take on Argentinian cuisine.


REGIONAL PROFILE

INDIA

Economic and infrastructurE improvEmEnts sEt thE stagE for a transformation in india’s hotEl markEt.

By BarBara Bohn, managing editor

the Conrad Pune: Pune is

one of more than a dozen cities in india

that hilton Worldwide

has targeted for hotels.

Change starts from within: That seems to be the lesson from India, which has been quietly

planting the seeds of its transformation in the shadow of headline-grabbing neighbors like China. The country has been distracted by political turmoil after a change in government in May 2014, even though it aimed to jump-start development and infrastructure improvements. But a positive outlook prevails with signs of encouraging economic growth and an increase in domestic tourism pointing to a payoff for companies with the capital to seize the opportunities.

Laying the groundworkIndia has experienced steady, if not spectacular, growth. Its GDP nearly doubled from 2006 to 2014 and grew 7.4% in 2014-2015 alone. The hotels, transport and communications subsec-tors outpaced that at 8.4%, according to a 2015 HVS report.

It’s useful to take the long-term view on government-implemented improve-ments, accordint to HVS’ Asia Pacific Chairman Manav Thadani. “Nothing has happened on the tourism front, but the government is focusing on improving the infrastructure, getting roads up and running, fixing city infrastructure and

making it easier for people to invest and do business.”

That can only help tourism, along with an “e-visa” initiative that issues visas within 48 hours and eliminates the need to visit an embassy, says Thadani, who founded SAMHI (see p38), an Indi-an hotel investment and development firm. According to HVS, Indian hotel rooms totaled 101,305 in 2014-2015, up from 95,414 for 2013-2014. One factor driving demand is an increase in domes-tic travel spending, which generated more than three-quarters of travel and tourism GDP in 2014. Leisure hotels are mushrooming, and the focus is on

Poisedtakeoff

for


IndIa PIPelIneThe leading franchisor in India is Intercontinental Hotels Group, with 45 projects/8,563 rooms. In-dia’s construction pipeline ranks fifth in the world, ahead of the U.K. and behind Brazil, Indonesia, China and the U.S.

Q415 by product stage (% change year-over-year)

under construction 154 projects (-22%), 24,933 rooms (-23%)

start next 12 months 56 projects (-15%), 8,031 rooms (-24%)

early planning 126 projects (8%), 17,789 rooms (12%)

total pipeline 336 projects (-12%), 50,753 rooms (-13%)

top markets Q415All of the top markets were down year over year except Bangalore, which added 6 projects/623 rooms.

mumbai 31 projects/6,336 rooms

bangalore 30 projects/6,276 rooms

Hyderabad 16 projects/3,107 rooms

gurgaon 15 projects/2,754 rooms

Noida 13 projects/2,323 rooms

top asia pacific pipeliNe Q415china 64% of pipeline rooms 2,513 projects/548,550 rooms (-5% projects, -2% rooms)

indonesia 8% of pipeline rooms 405 projects/65,631 rooms (-1% projects, -1% rooms)

india 6% of pipeline rooms 336 projects/50,753 rooms (-12% projects, -13% rooms)

supply, particularly to the middle market, which can utilize modernized airports and airline connectivity.

Even in the luxury segment, the outlook is improving. While it remains challenging to develop luxury hotels in India, Oberoi Hotels & Resorts President Kapil Chopra is preparing two domestic openings this year, and with real estate prices trending down, he says, the metrics will improve.

“It’s a great time to have cash and go out and buy assets,” says Thadani, predicting pipeline growth over the next three to five years. Institutional capital is “sniffing” at India, he says, adding, “We are at the cusp of the next upcycle. We’ve had four to five bad years, and the supply pipeline is extra weak.”

trickle iN tHe pipeliNe According to Lodging Econometrics, In-dia’s construction pipeline has decreased 22% by projects and 23% by number of rooms since 2014; the total pipeline fell 12% during that period. And of the top five cities by project pipeline count, only Bangalore’s increased.

“I believe we are in positive territory,” says Dilip Puri, managing director, India, and regional vice president, South Asia, at Starwood Hotels & Resorts. Starwood, which operates 47 hotels in India, including 31 luxury and 16 midscale properties, has 33 hotels in its pipeline, seven of which will open this year. “There is demand for quality

lodging in Tier 2 and 3 cities, and we are the first international chain to enter some of these markets,” Puri says.

Starwood sees India as “under-hoteled.” “We believe that our guests are now taking shorter vacations and are looking for destinations that are well-connected and offer leisure facilities,” Puri says, adding that the company wants to develop its resort portfolio. Carlson Rezidor Hotel Group plans to open 16 hotels in second-ary markets by the end of 2017; that’s in addition to its 76 hotels in the country.

“We believe the country offers an exponential opportunity for sustainable growth,” says William Costley, vice pres-ident, operations – South East Asia and India, at Hilton Worldwide. “The capacity in India, in terms of hotel rooms, is about 10% of what you would find in more ma-ture markets around the world.”

Hilton’s pipeline of nearly 20 hotels and more than 3,000 rooms exceeds its current footprint of 14 hotels and resorts in 11 cities under Hilton Hotels & Resorts, Double-Tree, Garden Inn and Hampton brands. Its next scheduled opening is a Conrad in Pune, and it has marked more than a dozen cities for expansion, including Mumbai, the commercial capital; the IT and business hubs of Bangalore, Pune and Hyderabad; and Chennai, Jaipur and Kolkata.

“The metropolitan cities have the capacity to absorb a larger inventory, and

The courtyard of the Le Meri-dien hotel in Mahabaleshwar, south of Mumbai

Source: Lodging Econometrics


REGIONAL PROFILE

“If you were to ask me what is the biggest threat to Indian hotels im-proving their performance, I would say it’s actually the quality of operations being offered by hotel companies,” says Manav Thadani, HVS’ Asia Pacific chairman.

The same concern is echoed by other hotel companies in a coun-try that could be tripped up by education, even as it is marshaling momentum in critical economic and infrastructure areas. “Perhaps the single largest challenge for the hospitality industry is the scarcity of trained, experienced and motivated talent,” concurs William Costley, vice president, operations – South East Asia and India, Hilton Worldwide. “We see this primarily in emerging markets.”

Ashish Jakhanwa-la, CEO of SAMHI, a hotel investment and development firm, also cites employ-ment as a challenge. “There are enough people, but not enough good people,” he says. “The industry at large is struggling with training an adequate number of people to handle the growth.” Most hotel companies are struggling, he says. “We don’t have a paucity of people, but we do sometimes feel that the industry needs to enhance the skill sets of people. It needs to do a lot more on that front.”

Thadani also points to a lack of training impacting managers'

ability to drive hotel rates despite an increase in occupancies over the past year and a half. Current GMs, he says, might not be accustomed to thinking about opportunities in front of them, or perhaps they lack the in-house expertise.

“All they have seen in the past seven or eight years is declines, and they are afraid to pull their rates up," Thadani says. "There’s no yield management happening, no focus on creating a strategy to increase room rates. If the airlines can do a fantastic job of rate strategy, then why can’t the hotel industry? It could be a lack of training or a lack of application.”

Thadani sees it elsewhere in Asia as well. “Six months ago, I thought it was the aggregators coming into the market… But the more I look into it, it’s more the quality of the manpower that isn’t taking those decisions," he says. "We’ve left too much to technology.”

Hilton Worldwide is taking its own steps.

“We have a robust strategy in place to attract talent, especially youth, and provide them with learning and development opportunities to excel in their work,” Costley says. The company also has a partnership with Room to Read in India, a literacy group, and a job-shadowing pro-gram to educate girls on opportuni-ties in the hospitality industry. – BB

“PerhaPs the single largest challenge for the hosPitality

industry is the scarcity of trained,

exPerienced and motivated talent.”

- William Costley, Hilton WorldWide

aggressive economic growth in other regions and cities make these markets even more import-ant,” says Costley, who describes Hilton’s strategy as asset-light and focused on management. “The religious circuit presents tremendous opportunities for budget and mid-market hotels.”

CHALLENGES REMAINBut “the current liquidity crunch accompanied by the high cost of debt is an obstacle, especially giv-en the capital-intensive nature of hotel development,” Costley says.

Thadani adds that politics can always derail opportunities, while Starwood’s Puri cites the slow pace of development, the even slower pace of infrastructure development in the hospitality sector, and a “multi-layered regulatory regime.”

The problem of how to drive better business remains. HVS’ Thadani says that while average RevPAR increased 12% last year, 75% came from occupancy rather than average rate. He believes that the country is ready for double-digit RevPAR growth – at least 11% or 12%, in each of the next three years. “A large part of that is going to have to come from the rate side of things and not from occupancy,” he says.

Oberoi “started increasing rates three years back,” Chopra says, when net operating margins were falling. “So we started driv-ing rates… As a result, profits have grown close to 60% in the past three years.”

Others are still to follow Oberoi's lead. “That is the biggest puzzle that these brands have to solve,” he says.

>> Continued from page 35The

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REGIONAL PROFILE

Gurgaon-based developer SAMHI re-ceived a cash infusion from Goldman Sachs in January – a minority stake of 4.4 billion rupees (US$66 million); that’s on top of US$240 million in investments since 2011. The company aims to grow its portfolio of 25 hotels carrying major brand flags – all in India. Managing Director and CEO Ashish Jakhanwala talks about what the future holds.

HOTELS: How will you leverage the investment? Ashish Jakhanwala: All the hotels are fully financed, so the money will go to grow the platform. I believe that today, prices in India are fairly rational-ized. The biggest trend is that there is very little supply coming in the market in the next three to four years.

H: What kind of properties are you looking for? AJ: We love displaced assets and are well-placed to acquire them.

H: Where are you looking? AJ: We like to be in the top 10 to 12 cities in India. Delhi, Mumbai, Bangalore, Hyderabad – these four markets have a lot of potential for growth. We are pretty agnostic when it comes to brand but we would like

to ensure that our hotels carry an international distribution.

H: What changes have you seen from the government since Narendra Modi became prime minister in 2014? AJ: It has a very corporate approach. A lot of initiatives may not see an immediate response in the stock market, which is the barometer for a lot of financial analysis. What Modi is doing is more sustainable for the economy. [Changes] will unfortu-nately come too slowly for analysts and the media, but for business they will be more sustainable. It will defi-nitely impact companies in the next eight to 10 quarters.

H: Where are opportunities? AJ: Asset prices. There has been a scarcity of capital in the hotel sector in the last three years. The other advantage is that the markets are maturing. As an asset owner, we feel far more confident of stability.

H: What is the biggest obstacle to getting deals signed?AJ: Whatever can go wrong does go wrong. [India is] a net importer of fuel. Currency is another concern be-cause you see how volatile the world has become. It’s only in the last three

years that I have become concerned what my own central bank does. I don’t think there is much that keeps us awake at night at a micro level. At a macro level, what’s happening at a global economic level affects the capital level of the country.

H: What are your goals?AJ: In the next 24 months, we defi-nitely see 4,500 to 6,000 rooms. In three to five years, we see ourselves as a 10,000-room company. Other than SAMHI, there is no institutional form of branded hotel ownership, and that gives us a strong base to keep growing the platform. – BB

SAMHI growtH Mode

in

All hotels in SAMHI's portfolio carry global brands, including the Hyatt Place Gurgaon.

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Kitchen Design Chef Jonathan Searle loves the way the

layout and flow of his American-made Jade Cooking Suite at the newly opened

21c Museum Hotel Lexington contributes to an open conversation among his 20-member brigade and how that helps brings the menu together in a more collaborative manner. Combine that with the energy coming from the new dining room that has been full just about every night and Searle says the energy is palpable.

“They really almost feed off of each other at times when the kitchen’s really going and every-one is in sync. You can just see people kind of perk up out in the dining room and really take notice,” says the chef who began his culinary career in Lexington and returns to the city after a stint at another 21c Museum Hotels restaurant, Louis-ville’s Proof on Main. “You just know when guests leave that the kitchen is a talking piece for their

experience, and likewise on the other side of the coin, when that dining room is humming we feed off of that so much.”

Housed in the historic Fayette National Bank building originally constructed as Lexington’s first skyscraper in 1913, the open kitchen at Lockbox, created in concert with Deborah Berke Partners and MFI Enterprises, serves as a showcase to Chef Searle’s commitment to the community’s craft purveyors, serving seasonal ingredients and using thoughtful yet simple cooking techniques. The menu celebrates the area’s independent suppliers and the unique ingredients of the Bluegrass region.

Lockbox’s large windows provide plentiful nat-ural light and a view into the 1,679-square-foot kitchen from the street, especially at night when light is shining bright in the kitchen. "The one side is open to the street and passersby all night long just kind of peek in," Searle says.

The open kiTchen suiTe aT 21c MuseuM hoTels’ lockbox resTauranT in lexingTon, kenTucky, is a perfecT Mix of funcTionaliTy and MuseuM-like aesTheTic.

Kitchenartas



E q u i p m E n t c r u s h E s

HOTELS asked chefs what pieces of equipment they have particular affinity for today.

“One of my favorite pieces of equipment is the Josper oven. This is an enclosed oven fired by charcoal. It operates at a high temperature, thus allowing you to grill and sear without baking or drying out products. I can now cook with tradition in a modern kitchen, bringing the charcoal or barbecue flavor back into dishes.”

– Chef RoChelle Daniel, exeCutive Chef, L’Auberge de SedonA, ArizonA

“I love my J&R wood grill – not only for grilling food, but also for drying herbs above the fire, smoking food slowly above the grill, and (my favorite) roasting vegetables slowly in the coals down below the grill.”

– exeCutive Chef alexis RoRabaugh, Soho houSe ChiCAgo

from the size of the ovens to the

consistency of the power and the

heat, the suite al-lows for efficient,

quicker, consistent cooking.

the location of the pass allows Chef

searle to see deep into the kitchen and provides him with a

feeling of control like never before.


EyEbrow

Marble floors, wainscoting and dec-orative plaster details are the backdrop for the contemporary furnishings and art that occupy the dining room. In fact, art is the backdrop for the 88-room boutique concept, so having a restau-rant that compliments the hotel design only serves to create a more immersive experience.

To date, the restaurant is doing at least two turns on weekends and no

fewer than 100-plus covers a day with an average food check of US$34. Food costs stood at 32% to 33% in March, which Searle says are due to come down considerably after the banquet and catering business ramps up at the hotel that opened in February.

Menu highlights include a squid ink macaroni served with rock shrimp, Castelvetrano olives and a spicy tomato broth; cornmeal gnocchi with lamb

neck ragu, green chili and buttermilk; oven-roasted market fish, rotating with seasonal availability, served “on the half shell” – roasted scale-side down – with a spicy chili butter and smoky, charred cit-rus; the “Cast Iron Hog Chop” features farm-raised pork, served with roasted broccoli, pecans and squash mustard.

The cocktail program highlights Ken-tucky’s native spirit with a broad selection of more than 60 fine bourbons and ryes.

“Not only does a pressure cooker drastically reduce cooking times and intensify flavors, but it can also transform textures and expand the possibilities for ingredients. For example, cooking pine nuts gives them a bean-like texture, which allows them to substitute in recipes for beans; octopus acquires an unmatchable texture and tenderness, without the mealiness or overcooking that results from traditional preparation methods; and seeds such as basil (quick-cooking) or sesame (longer-cooking) can turn gelatinous and acquire a texture similar to salmon roe.”

– Chef Danny BortniCk, viCe presiDent of restaurant ConCept Development, Kimpton Hotels & RestauRants

F & b

the design of the Jade Cooking suite at 21c museum hotel's lockbox restaurant contributes an open conver-sation with the way that the chefs work.



F & B

Kitchen detailsThe cooking suite for Lockbox was built with two French tops, a built-in pasta machine and a Spanish plancha. One side of the suite is for direct heat and slow pan work and the other for a lot of quick pan work with burners and a flattop. One of the great pieces, says Searle, is the rotisserie and grill on the backside. “It really allows us to get into some old world slow cook things, and on larger format it’s been really fun to work with as well.”

Searle says the size of the ovens, the consistency of the power and the intensity of the heat allows for efficient, quicker, consistent cooking. “The full, deep convection ovens on the range are quite amazing. Between that and the French tops you can really use it throughout your day.”

Searle says it has so much fire-power the team can be working a station and doing a service on one side of the suite, while the other sides has full prep, which allows for easier multitasking than anytime in the past.

While the cooking suite has a high price tag, Searle says it seems like it’s more of a long-term investment. “If you start thinking about how it affects and minimizes labor over a long period, the value is high,” he says. “Also, not having to replace parts as often and what it does for efficiency in the kitchen really show a high value.”

He also believes the suite will give the team confidence, knowing it has

so much firepower and few limita-tions. “It is comforting to know that if need be, we could really push some stuff off that station,” he says.

Searle particularly likes that the set-up creates one long line with a main pathway. “I love that the dish area is completely separated from the main kitchen but has an easy access flow… It’s room, next to room, next to room, going from main kitchen to prep kitchen to dish, and it’s just really easy to move and be anywhere you need to be at any time, especially when there’s so many different parties and things going on. I can look down and see everything going on in all the spaces from my office, and that’s kind of beautiful.”

The challenges: dealing with labor on slower days and being efficient with the suite. “It runs like

a dream when you’ve got three guys on it, all set all around it with their own individual stations,” Searle says. “But on slower days you have to really rethink and rework a little bit how you build out stations and how you build off the menu with that piece of equipment.”

Searle also loves the placement of the marble pass. “I have my little home on the pass and I love how I can see and utilize the kitchen. The per-spective you get from there is some-thing I haven’t had before,” he says. “It allows me to feel very in control.”

The beautiful kitchen has not only made Chef Searle happy, but he says it’s produced a lot of pride among his team and a desire to take care of it.

“If you start thInkIng about how It affects and

mInImIzes labor over a long perIod, the value Is hIgh,”

“I love using a rotary evaporator, which uses a vacuum pump to distill at a low pressure. We can distill from any moist item. For example, it can turn a sweet potato, a fresh apricot or any item that holds moisture into a powdery essence, allowing the kitchen team to pack in intense flavors without the bulk substance of a product.”

– Chef Giuseppe iannotti, Mercer Hotel, Barcelona

“The immersion circulator is my go-to for certain applications. The ability to cook a piece of meat to a specific degree of doneness can produce the best results. It also can be used for long braises with a ‘set it and forget it’ mentality. Vacuum sealing allows food to be cooked in the marinade, therefore cutting down on time spent infusing flavor.”

– GreG Deflorio, exeCutive sous Chef, MGM national HarBor, Maryland


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UJA-FederAtion oF new YorkHospitAlit Y CoCktAil reCeption

Honoring

ArtHUr AdlerAt tHe new York MArriott MArqUis

tUesdAY, JUne 7, 2016For more information, please contactSarah Levy Hilchie at [email protected] or 212.836.1131.

2329

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benefitsMarriott,

Hilton incentivize

direct bookings

to drive loyalty.

it may be time to add direct booking pro-motions to the OTAs' list of enemies.

Last month, Marriott International began offering lower room rates to Marri-ott Rewards members who book directly on the company’s website, the mobile app, call center, and with “select” corporate travel professionals and travel agents. In fact, if a prospective guest finds a lower rate within 24 hours of booking, Marriott will not only match the rate, it will also discount it by another 25%.

The campaign follows Hilton World-wide’s launch in February of “Stop Clicking Around,” a marketing campaign that awards HHonors guests who book directly through Hilton’s channels with cheaper rates and amenities such as free Wi-Fi, as well as the ability to check in and choose rooms online. Hilton’s philosophy is similar: Offer customers compelling reasons to have a direct relationship with the company.

In both cases, the move not only helps drive loyalty but lowers costs for owners

and operators. "This is just one of the steps that contributes to more direct business," says Patrick Landman, CEO and co-found-er of Xotels, a Netherlands-based hotel consulting and revenue management technology firm. "Hotels have to level the playing field and offer the same perks that OTAs do to make sure direct business does not shift to third-party distributors."

Max Starkov, president and CEO of HeBS Digital, a New York-based hotel In-ternet marketing and strategy consulting firm, agrees that hotel companies need to take additional steps that include adopting a “direct is better” top-down strategy, in-vesting in digital technology and market-ing to generate more direct bookings, and

implementing an effective merchandising strategy that allows hotels to sell on value instead of only selling on rate.

“Offering direct booking discounts is only a very small tactical tool in a far bigger pic-ture,” Starkov says. “The direct booking dis-counts are a direct response to a troubling trend in the industry. So what Marriott or Hilton are doing is nothing new. Other ma-jor hotel chains have always offered perks to their direct bookers and loyalty members to entice them to book direct.”

OTAs respOnd, fOr nOwSoon after Hilton’s launch of “Stop Click-ing Around,” Priceline’s CEO expressed disapproval on the company’s fourth quar-ter 2015 earnings call. Similarly, following Marriott’s announcement of its program, Expedia CEO Dara Khosrowshahi warned that both Marriott and Hilton risk losing a share in the OTA’s marketplace if they don’t offer their best prices. Booking.com describes hotel direct booking initiatives as “annoying.”

Friendswith

H o t e l


B o o k R o o m

S a l e S & M a r k e t i n g

“Offering direct bOOking discOunts

is Only a very small tactical tOOl in a far

bigger picture.”

>>

047_H1605_SalesMarketing.indd 47 4/9/16 12:50 PM


SaleS & Marketing

Contributed by Bruce Serlen

data today is being used to track every touch point of guests’ stay, starting with what consultant Tim Peter terms the “dream phase,” when they’re still deciding on a locale, and followed by a booking phase — all to help create more personal experiences and potentially drive loyalty.

“Based on what they now know — or can infer — the hotel is able to suggest activities designed to make the stay more rewarding,” says Peter, a consultant specializing in e-commerce and Inter-net marketing. A weekend booking, for example, suggests a leisure trip.

Pre-arrival emails allow the hotel to solicit information, triggering value-add promotions (i.e., complimentary parking). Post-stay, there is a follow-up email that may be positioned as a QA survey but also sets the stage for a return visit.

With the spike in the number of tech-nology-friendly millennial travelers, Jerry Culkin, vice president of operations for True North Hotel Group, Overland Park, Kansas, sees many of these personal-

ization efforts moving to mobile apps. “More and more, millennials want to communicate through their phones, when it comes not only to mobile check-in, but responding to promotions, mak-ing restaurant reservations, spa appoint-ments and so forth,” he says.

“Right now, hotel companies are making these innovations available first to their elite-tier frequency program members, which makes sense, but they’re likely to make them more widely available soon enough,” Culkin adds.

Asked about the fine line between collecting data and consumers’ privacy rights, Peter cautions hotels to be clear about why they want the information. “How does having the data help you improve the guest experience — not your revenue, the guest stay?” he asks.

Peter considers this a necessary best practice, adding, “Make sure when design-ing data collection that there is a person in the role of guest advocate able to say, ‘I’m not comfortable with x, y or z.’”

Despite the criticism, Hilton states that it remains committed to developing its direct bookings program. “OTAs are an import-ant part of our business and we have been very transparent with partners about the importance to us of building more direct re-lationships with our customers,” a Hilton representative says.

Marriott insists it strives to build “great relationships with OTAs that are mutually beneficial.” “We appreciate that consumers have a wide range of booking options at their finger-tips, and that’s why we want to offer them a portfolio of direct and indirect booking channels,” a Marriott representative says. “We are on a mission to contin-uously earn the loyalty of our most frequent guests, and to do so have been introducing new products and services to show our loyalty to them.”

Analysts say OTAs should have seen the direct bookings trend coming. “I believe the OTAs brought this on themselves by being exceptionally and aggres-sively anti-industry for so long,” Starkov comments. “It is time the OTAs start providing real value to the industry. Ultimately, the OTAs need hoteliers more than hoteliers need OTAs. There-fore, I do not expect the OTAs to bite the hand that feeds them.”

“OTAs are doing this as well, so why would chains and inde-pendent hotels not be allowed to do the same?” Landman adds. “They are just shouting off the rooftops to scare other groups not to follow and hotels should not be intimidated.”

Tapping inTo The

“dreaMphase”

>> Continued from page 47


In mIlestone decIsIons last wInter and summer, legislators in Germany and France banned rate parity clauses from online travel agencies’ con-tracts with hotel owners, citing anti-trust concerns. Other countries in the European Union are moving in the same direction. For now, nothing changes for hotels in North America, where the OTAs and other distributors are intent on imposing rate parity across all channels. And ongoing skirmishes between hoteliers and “part-ner” OTAs continue.

For their part, owners and operators want to manage OTAs with as much flex-ibility as possible. “They want to be able to give one distributor a certain rate for excess inventory on a slow night of the week and another distributor a different rate for less inventory seven nights a week,” says attorney Greg Duff, a partner in Garvey Schubert Barer, where he chairs the firm’s national hospitality practice.

While all hotels seek to improve their distribution strategy, small hotel com-panies and independent hotels have a distinct disadvantage. “An Expedia is able to display and market a hotel’s rooms in different languages and different parts of

the world. It can attract guests that the owner and operator could never attract on their own,” Duff says. They have no choice but to accept the OTAs increasing-ly restrictive contract terms.

“On the other hand, the major hotel companies have significant global reach of their own and various distribution channels they’ve developed themselves,” Duff continues. Hilton Worldwide, for example, used its size as leverage in

negotiating a favorable deal with Expedia across all its brands last year. Similarly, Marriott International has said that one of the reasons it pursued a merger with Starwood Hotels & Resorts Worldwide this year was to give it even greater leverage in OTA negotiations than it already had.

That independent hotels find them-selves at a disadvantage vis-a-vis the OTAs today is ironic, considering the sit-uation when booking hotel rooms on the

Web first became popular. Back then, the Internet was seen as creating a level play-ing field for independents; they’d have the same visibility as branded hotels. With independent hotels today paying some of the highest OTA commission rates, “those days are over,” Duff says.

While rate parity across all channels is still permissible in North America, many OTAs that operate globally have begun incorporating the same contractual con-

cessions forced on them in Germany and France into their agreements worldwide, North America included.

Meanwhile, industry leaders like David Kong, president and CEO of Best Western Hotels & Resorts, would like to see rate parity clauses banished across the board. “They take away hotels’ autonomy to be relevant in their pricing and their market-ing,” he said in a note to Best Western members early this year.

What’sRate parity:

the

step?next

“They Take away hoTels’ auTonomy To be relevanT in Their pricing and Their markeTing.” – DaviD Kong, Best Western Hotels & resorts, on WHy He WoulD liKe to see rate

parity clauses BanisHeD across tHe BoarD

Contributed by Bruce serlen

David Kong

The NYU School of Professional Studies Tisch Center for Hospitality and Tourism, now celebrating 21 years of academic excellence, is a leading center for the study of hospitality and tourism. For additional information on the Tisch Center, visit: sps.nyu.edu/tischcenter

Register Now!sps.nyu.edu/hospitalityconference

38TH ANNUAL NYU

INTERNATIONAL HOSPITALITY INDUSTRY INVESTMENT CONFERENCEJUNE 5-7, 2016 New York Marriott Marquis • NYC

Conference ChairJonathan M. TischCo-Chairman of the Board and O� ce of the President, Loews Corporation; Chairman, Loews Hotels & Resorts

Conference HostDennis Di LorenzoHarvey J. Stedman Dean NYU School of Professional Studies

@nyuhospitality

Join the global leaders in lodging development, investment, and fi nance, as they discuss the most relevant topics a� ecting the industry. Hear the economic forecasts of those who know the business best. Participate in highly focused workshops that delve into key areas of interest. Meet and network with colleagues from across the nation and around the world.

One on One with Jonathan Graymoderated by Maria Bartiromo

Jonathan D. GrayGlobal Head of Real Estate Blackstone

Maria BartiromoAnchor and Global Markets Editor FOX Business Network

Beyond the Boardroom InterviewJonathan KarlChief White House Correspondent ABC News


which leads Harrington to recommend again a white box security evaluation, similar to when purchasing a new product.

In fact, Starwood Hotels & Resorts hired an independent secu-rity firm to conduct “penetration testing” on both the locks and the SPG mobile app, used to open gues-troom doors, to identify any vulnerabilities.

Encryption not full solutionWhile many hote-liers and vendors focus on encryption, Harrington says that

key management is as important. Most

attackers do not try to break encryption but instead try to find mobile keys to decrypt. He recommends researching a vendor’s key management strat-egy and asking many questions about how the system handles key management.

Authentication — making sure users are who the system thinks they are and that they

have the authority to open a specific door — is another securi-ty concern. Hilton Worldwide ties digital keys to specific phone numbers and guest accounts that cannot be shared or transferred to other devices. Every time a digital key is requested under an account, Hilton sends a confirmation to the email address in the guest’s HHonors profile confirming the request.

training MattErs When Ashford Hos-pitality hotels launch mobile key access, the vendor visits the property for several days to train, including classroom and check-in assistance. The vendor also provides hand-books and guides to help the hotel onboard new employees.

Hilton reminds guests to secure their devices and to use se-cure passwords during

check-in. In addition, guests are told to contact the front desk immediately if their phone is lost or stolen to deactivate the key. Hilton guests can hide their room number on the app so that no one can see it if the phone is lost or stolen.

“Our guiding princi-ple has been to create a digital key that is just as secure as a traditional key card,” says Dana Shefsky, director of product innovation at Hilton. “It’s important to remove any element of human error from the equation, and we do that by automating much of the process.”

“The hoTel indusTry currenTly uses cursory TesTing ThaT Typically covers

only The firsT sTep in an adversary’s invesTigaTion before an aTTack.”

– Ted HarringTon

safe

S e c u r i t y

Contributed by Jennifer goforTH gregory

This is ofTen The firsT quesTion from boTh guesTs and hoTeliers when The Topic of mobile key access comes up.

?

Isit

Where are two main issues regarding mobile key access security — keeping the room safe physically from unauthorized entry as well

as protecting the hotel network and guest data from breaches? Neither is a straightforward task, because hotels use multiple systems throughout the property and each access point with another vendor creates another avenue for a breach. “It is extremely proba-ble in a highly integrated hotel environment that an adversary can find a way to penetrate the network,” says Ted Harrington, executive partner at Indepen-dent Security Evaluators and co-chair of the HTNG Door Lock Security working group.

idEntifying wEaknEssEs When buying a mobile key access solution, Har-rington says hotels should put the product through a robust, manual, white box security assessment. “The hotel industry currently uses cursory testing that typically covers only the first step in an adver-sary’s investigation before an attack,” he says.

Many hotels add the mobile key access feature to one of their existing apps, such as guest loyalty,

T e c h n o l o g y


Technology

C h a n n e l m a n a g e m e n t

Hotels not using data analytics to make channel

management decisions are basically leaving money on the table,” says Anil Kaul, CEO of Absolutdata, a data analytics consulting firm.

A great place to start: collecting clean, quality data and processing it into a single-source system to generate useful insights. Think carefully about all of the data points on the hotel server and how the information creates an overall picture of customers and OTAs.

What exactly does “clean data” mean? Natalie Osborn, senior industry consultant for SAS Institute’s Hospitality and Travel Practice, says when integrating the data from sources, hoteliers

should match and clean the data to make sure there are not five versions of the same customer. “Every time you use a piece of data, you must be using the same definition of the data,” she says.

Osborn also recommends hotels address the issue of storage when starting an analytics program. “Data storage has be-come more reasonably priced,” she says. “It also increases the pos-sibilities for what they can do with data.”

the right toolChannel management tools focus on pricing strategies; data analyt-ics tools analyze infor-mation from a variety of sources to provide insights. The right data tool takes the com-plexity out of analytics

and allows staff with basic training to better use the data, often in real time.

While some revenue management systems offer data capabilities, a separate analytics tool offers more flexibility and features. Since the data tool must “talk” to other hotel systems, look for a tool that integrates with current vendors.

Starwood Hotels & Resorts provides each property with data analytics tools for

channel management, according to Vice President of Global Revenue Management David Flueck, deliver-ing recommendations and forecasting so that hotels can make the best pricing decision for their markets based on their on-site staff’s hyper-local knowledge.

Finding solutionsOnce a hotel has the correct data tool run-ning, it’s time to begin using it for channel management. Karen Xie at the Fritz Knoeb-el School of Hospitali-ty Management at the University of Denver says data analytics can help hotels mine booking channel data for customer insights, optimize the pur-chase funnel through improved attribution models, forecast future

booking performance and evaluate the return on channel investment. By using data in this manner, Xie says hotels can personalize offers to encourage repeat bookings, allocate resources correctly based on predicted booking patterns and concentrate on the channels driving the most bookings.

Kaul adds that analytics can tell which channels are more likely to bring in guests who will stay regularly. With this information, the decisions regarding which OTA to use be-come clearer. “By using analytics, not only can you see the cost of the single booking, but you can also balance cost with the lifetime value you will see with each guest,” Kaul says.

SucceSSful data analySiS StartS with underStanding what each different piece of data iS for and how it flowS.

Clean

dataclearer

opti ns

Contributed by Jennifer Goforth GreGory

“EvEry timE you

usE a piEcE of data,

you must bE using thE samE

dEfinition of thE data.”

– natalie osborn


Supplyline

INTERGASTRA SETS NEW RECORDSIntergastra, a trade fair for gastronomy and the hotel sector, set new records in February with 98,189 visitors and 1,306 exhibitors. The show, held in Stuttgart, Germany, doubled the number of foreign visitors it had in 2014 and saw a signif-icant increase in the number of visitors from the hotel industry.

“The increases in recent years have shown that the market is supporting our attempt to provide an important platform for the gastronomy and hotel sectors,” says Ulrich Kromer, president of Messe Stuttgart.

The next Intergastra will be held in Stuttgart February 3-7, 2018.

SAMBONET RECEIVES SOCIAL RESPONSIBILITY CERTIFICATION

Sambonet is the first company in the table and kitch-en design sector to have received SR10 social responsibility certification. De-veloped by IQNet along ISO 26000 guidelines, the SR10 certification specifies require-ments that enable the integration of social responsibil-ity into an organi-zation's business strategy.

By meeting these requirements, Sambonet is now among 90 SR10 certified companies worldwide.

SERENATA RECOGNIZED AS LEADING HOTEL CRM PROVIDER

Serenata’s innovative NetHotel CRM solu-tion won the company the World Travel Award for Leading Hotel CRM Provider. Installed in some of the most renowned properties around the world, NetHotel pro-vides hoteliers a sophisticated CRM tool that integrates all guest-related systems. The system is designed to recognize and anticipate guests’ behaviors and needs at each step of the guest experience.

Presented by an international jury of hospitality experts, the World Travel Awards recognize companies that have taken customer expectations to new highs, among other criteria.

ONITY SUPPLIES HILTON WITH MOBILE KEY SOLUTION

Onity is supplying its DirectKey mobile access solution to Hilton Worldwide, enabling guests to use their smartphone as their room key. Hilton now features DirectKey at more than 100 properties in the United States and intends to ex-pand the feature to its full-service hotels in the U.S. by 2017.

The DirectKey system uses cloud-based credentialing and Bluetooth technology to allow hotel guests to download their assigned key to their smartphone through the hotel’s loyalty app.

WMF CONNECTS APPS TO COFFEE MACHINES

WMF’s “Future in a Box” display at the Intergastra and In-ternorga trade fairs presented ideas for connecting mobile devices to its cof-fee and espresso machines. Included were a business app for generating drink recipes via smartphone, and the integration of machines with online payment systems like PayPal.

“Our goal is to offer a central ser-vice and analytics platform for mobile, Internet-based applications,” says Head of Marketing Melanie Nolte.

I n B r I e f

zz Girbau Group inaugurated new offices in

Dubai for its subsidiary Girbau Middle East. The

facility includes the region’s first training center

for laundry professionals and businesses. zz LodgIQ has an agreement with Highgate to

implement its revenue optimization platform,

LodgIQ RM, across Highgate’s 100

hotels and 27,000 rooms in key gateway

markets worldwide. zz Spring USA made 4Top Hospitality Solutions

its New England sales agent. zz Beaufurn introduced the Nadia Collection,

which includes a side chair and a variety of

stools, and fits seamlessly into spaces with

either retro or contemporary décor. zz The Rainmaker Group tapped Dom Beveridge

as executive vice president of demand

generation.zz Enseo received Marriott’s Global Property

Network System (GPNS) High Speed Internet

Access (HSIA) certification and is now able

to provide GPNS HSIA services to Marriott

properties.zz HITEC, the Hospitality Industry Technology

Exposition and Conference, is the largest

technology event focused exclusively on

technology and will take place June 20-23 in

New Orleans, Louisiana.zz OpenKey announced five new features to its

mobile key app, including the ability for guests

to download the app prior to arriving to send

the hotel their ETA.zz LG Electronics celebrated the opening of its

Chicago Business Innovation Center, the first in

a series of centers the company plans to open

in major cities worldwide.zz ACG Architects appointed Alissa Giovanetti,

Addison Nottingham and Todd Friedlander as

principals.zz ReviewPro’s Guest Survey Solution is now

the Guest Survey Solution for Meliá Hotels

International.zz Ritz-Carlton Montreal debuted a new line of

uniforms designed by New York City-based

designer Eli Caner for her label Lady and Butler.

PROMOTIONS UNDERLINE KAHLA’S COMMITMENT

Two experienced sales professionals from the KAHLA International professional division have taken on new areas of responsibility with the porcelain manufacturer. As sales director, Rob-ert Fontani takes over management of in-house and field sales, and is responsible for the strate-gic development of the professional division.

Jana Heine, left, takes over as international sales manager. With 18 years of experience in sales at KAHLA, she is responsible for the development of core regions and markets and of international key customers.

SERENATA ACHIEVES GOLD LEVEL PARTNER STATUS

Global CRM operator Serenata has achieved Gold Partner status in the Oracle PartnerNetwork (OPN).

“This empowers Serenata to deliver proven value-add to our customers," says Dieter Dirnberger, president of Serenata.

By attaining Gold Level membership, Serenata says Oracle has recognized it for its commitment to establish Oracle-related knowledge in delivering CRM solutions, its investment in develop-ing expertise in Oracle products and solutions, and for uniquely addressing the challenges of joint customers.

BHS GROWS DESPITE CHALLENGING MARKET

BHS Tabletop ended its financial year by posting €114.2 million (US$128 million) in sales, up 15% from the previous year. The company’s operating income in 2015 totaled €5.5 million (US$6.2 million), a 17% year-over-year increase.

With record investments in energy efficiency, a good domestic outlook and the success of the company’s international brands, BHS says it expects continued growth in 2016 despite a competitive market.

“BHS remains strong and has evolved from a mere porcelain manu-facturer to an adaptable, innovation-driven provider of tabletop solutions,” says BHS Chairman Christian Strootmann.



The Pomélo Paradisamenity line from GroupeGM is composed of thepurest ingredients withno colorants or sodium laurethsulfate. The new line of amenityproducts is the result of a part-nership with the French perfumehouse Atelier Cologne and willbe available in bottles, soaps andecopumps. Groupe GM, Paris.www.groupegm.com;[email protected]

All Dometic proSafeStandard Class roomsafes now feature an LEDinterior light as standard.The feature gives gueststhe convenience of havingtheir valuables immediatelyin view, making it less likelythey leave possessionsbehind. The LED light ispowered by an economical4.5 V source and turns onautomatically when thedoor is opened. DometicGroup, Siegen, Germany.www.dometic.eu

The Top Opensafe from Indel Bis equipped with atouch keypad, anLED display and ahot key activationsystem. The safeoffers easy access tocontent and can beinstalled in either apreexisting drawer ormounted flush into acountertop. Indel B,Sant'Agata Feltria,Italy. indelb.com;[email protected]

A new bathrobe collection from Resuinsafeatures robes made from cotton andbamboo, a combination the company callsthe preferred option for spas and luxuryhotels. The premium fibers are organicand highly absorbent, helping to preservebody heat. The Kimono collared robescome in velour terry (plain or verticalstripes), single loop terry and waffle de-sign. Flexible sizes and hotel branding areavailable. Resuinsa, Valencia, Spain.www.resuinsa.com; [email protected]

PRODUCTS

The Clipper II hair dryer from JVD is a new 1400-watt model. The hair dryer

is available in four colors, includ-

ing red, and comes with two kinds of wall support. A patented switch handle and an ionic system ensure a fast, quality dry. JVD, Rezé, France. www.jvd.fr; [email protected]

VingCard Signature RFID door locks from Assa Abloy provide guests with advanced contactless security and convenience. Signature RFID is compatible with Assa Abloy Mobile Access, a keyless solution currently implemented on more than 100,000 doors worldwide, allowing guests to use their own smart devices as guestroom keys. Assa Abloy Hospitality, Ski, Norway. www.assaabloyhospitality.com; [email protected]

The Nero Oud Halal collection from Allegrini Amenities is Halal certified and carries a unique fragrance derived from oud, a rare, high-quality resin from India. Its aroma, halfway between incense and leather, contributes to creating a special oriental atmosphere. Nero Oud Halal also contains an extract of goji berries and is natu-rally rich in antioxidants, vitamins and minerals. Allegrini Amenities, Grassobbio, Italy. [email protected];www.allegriniamenities.com

FAIR CosmEthics from ADA Cosmetics International is the first hotel cosmetics series to meet international fair trade standards, an accomplishment now marked by the Fairtrade seal. Show-er gel, shampoo and liquid soap contain Fairtrade-certified cane sugar, while body lotion, conditioner and soap contain Fair-

trade-certified Brazil nut oil. The series comes in a 30ml tube design, and liquid soap and hair/body shampoo are available in recyclable Smart Care dispensers. ADA Cosmet-ics International, Kehl, Germa-ny. www.ada-cosmetics.com;[email protected]

DirectKey is Onity's cost-effective mobile-key solution for all hotels. Using cloud-based key credential-ing and Bluetooth technology, it provides exceptional guest expe-rience and integrates with hotel loyalty apps. Guests can securely download their key to their smart-phone, allowing them to easily access their assigned room and bypass reception waits. Onity EMEA, Oiartzun, Spain. www.onity.com; [email protected]

Security, Bath amenitieS



RELIABLE FOODPROCESSING EQUIPMENT

Md. Mini-32Mixer Grinder Md. BCC-100

Poultry Cutter

Md. 9-22Food Grinder

Md. VTS-46Vacuum Tumbler

Md. VTS-42Vacuum Tumbler

Md. PRO-9SD Tenderizer

Md. B300M Food Slicer

BIRO Manufacturing Company

Marblehead, OH 43440-2099 USA419-798-4451 Fax 419-798-9106

www.birosaw.com 238RB-3-14

Md. 22SS12” Power Cutter

The iHome patented LCD Triple Display Alarm Clock from Hotel Technologies has "time on its side." The contempo-rary unit, with single day alarm, Sure Alarm Battery back-up and Gentle Wake volume controls, displays time on the front, left and right sides for easy viewing. Dual USB ports provide con-venient mobile device charging. Hotel Technologies, Rahway, New Jersey. www.hoteltechnologies.com

Products

The Croma Select 180 shower pipe from Hansgrohe features the entire range of Croma Se-lect products. The shower pipe features a 180mm overhead shower, an adjustable shower mounting and the Hansgrohe Ecostat Comfort thermostat. The pipe also features the Cro-ma Select hand shower with Select technology, which allows users to switch between spray modes intuitively. Products in the Select series also offer QuickClean capabilities and EcoSmart technology. Hans-grohe, Schiltach, Germany. www.hansgrohe.com

Alto-Shaam's CT PROformance Combitherm oven has new features: Rest and Rapid Cool. Rest allows chefs to pause the oven during a program for great-er control, and helps soak tough messes during au-tomated cleaning. Rapid Cool allows chefs to rapidly remove heat from the oven cavity and has a new cook-and-hold program for higher protein yields. Alto-Shaam, Menomonee Falls, Wisconsin. www.alto-shaam.com/en/landing-pages/combi-ovens.

T2 Tables™Denver Marriott City Center

LUXURY MEETING & BANQUET FURNITURELinenless Solutions

The Linenless Table Co.877.959.2958 www.sa-tables.com

Southern Aluminum provides luxury style meeting and banquet furniture that is built to withstand the

vigorous demands of the hotel industry.

T2 Tables™ Hide-A-Way PowerPower Your Meetings

CALCULATEYOUR PAYBACK& FUTURE SAVINGS

www.southernaluminum.com/ROI

Visit us atNRA Show BOOTH #3114

Duck Island toiletries are scented with the company's signature fragrance, Elissium, a combination of fresh mandarin and warm bergamot the company says guests will find captivating. Already found in some of the best hotels in the world, Duck Island toiletries take their inspiration from a disappeared island of the same name -- an oasis in the lake at St. James Park in London once described as "a paradise in miniature." Duck Island, London. www.duckisland.co.uk; [email protected]

The VitrAflush 2.0 series from VitrA Bad is the latest in rimless toilets, a style the company says is a new stan-dard in the bathroom fittings market. Without a rim there are no hidden places where bacteria can spread, allowing for a reduction in bacterial growth of up to 95%. Toilets in the Vit-rAflush range offer flexible installation and an optimal flushing distribution that produces no overspray. VitrA Bad, Cologne, Germany. www.vitra-bad.de; [email protected]



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PRODUCTS

The REM-Fit Active Sleep and Activity tracker from REM-Fit,a division of Protect-A-Bed, uses a proprietary algorithm tomonitor users' movement, fitness and sleep. Measures like dailysteps and calories burned are tracked to give users Active-Points and SleepPoints, which make up an overall REM 360 LifeScore, with users aiming to score as close to 360 as possible.An accompanying mobile app allows users to connect with oneanother. Protect-A-Bed, Wheeling, Illinois. www.rem-fit.com

Danze has made its Satin Black finish available to an expandedrange of products. Faucets and shower trim in the Mid-townBath Collection, as well as Parma and Mid-town pull-outkitchen faucets, now offer the popular finish. The matte finishmakes for a beautiful contrast in rooms featuring white tile,complementing black accents and other design strategies, thecompany says. Danze, Woodridge, Illinois. www.danze.com

The thought we put into every product is as important as what you put on each plate. You need tools that are effi cient, precise and fl exible enough to match your culinary vision. In-stock and ready-to-ship, our best-in-class induction products are born from over 100 years of experience brought to life through technology that intersects where art meets science.

Enter weekly drawing for a Mirage® Pro Induction Range and a chance to win an Induction Makeover.

Because the only fi re you need is the one inside. VLRTH.CO/VOLLRATH_INDUCTION

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PreciseCooking

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The Hendon Standard Guest Mirror from Northmace & Hendon is the simple and easy solution to providing a mirror in a guest bathroom. The mirror features a twin arm for ease of use and perfect

guest positioning, and offers double-sided versatility — one side reflecting

normally and the other magnifying. Northmace & Hendon, London. www.hendon-interna-tional.com

IPT Inc. now offers a heavy-duty bellman cart featuring a plastic deck and powder-coated frame. These features make the cart better than traditional metal or ply-wood deck carts, especially in areas where rust or rotting is a concern, the company says. The 24-by-42-by-71-inch cart also features red carpeting, a 1,000-lb load capacity and four heavy-duty 5-inch wheels. IPT Inc., Archbold, Ohio. www.inplastech.com




Products

The FUSION Gateway from Hotel In-ternet Services is a next-generation IP data and voice network, the com-pany says. FUSION has been able to provide hotel clients with complete protection from security breaches like the heartbleed bug and the more recent Hyatt data thefts. The Gateway is fully PCI compliant and can shield information such as per-sonal credit or banking details from unauthorized access. Hotel Internet Services, Palm Harbor, Florida. www.hotelinternetservices.com

Visobath, a division of XYNC Brands, now offers its bathroom furniture in the U.S. Crafted in Spain, the Versalles bath vanity collection offers form and function by combining sleek, visual appeal with requisite storage. Luxury features, such as water-resistant drawer boxes that utilize slow-close hinges and glides, are standard throughout the Visobath product range, and collections include coordinating mirrors and wall storage cabinets. XYNC Brands, Roswell, Georgia. www.xync.com; [email protected]

The Wok Induction Range is the newest product in the MAX Induction line from Spring USA. It can be used as a portable countertop range and offers a detach-able control plate, making it adaptable for built-in applications. Spring USA wok pans designed to match the radius of the range glass and induction coil combine with exclusive SmartScan technology to ensure precise temperatures. Ranges ship complete with one wok pan. Spring USA, Naperville, Illinois. www.springusa.com

The A800 coffee-maker from Franke is a multi-boiler, fully automatic machine that makes coffee, tea and milk beverages by the cup. The company's built-in FoamMas-ter technology creates fluffy, high-quality foam and a flavor station adds variety to the beverages. The A800 features a new 10-inch (25-centimeter) touchscreen display. Franke Coffee Systems, Aarburg, Switzerland. A800.franke.com


An (A) after the page number indicates advertisements that appear only in the Americas editions; an (I) indicates advertisements that appear in international editions.

PublisherDavid Wood

1.312.274.2225 | [email protected]

euroPeCaroline de Donnea-birkel

and brigitte de Donnea, ManagersAm Muehlenteich 18

40822 Mettmann

Germany

Phone: +49 2104 957 26 93

Fax: +49 2104 957 26 94

[email protected]

[email protected]

PublisheD by Marketing & teChnology grouPChairman, Jim Franklin

President, Mark Lefens

Vice President, Sales, Bill Kinross, Steven D. Mayer

Director, Product and Online Audience Development,

Steve Delmont

Director, Marketing, Events & Production,

Laurie Hachmeister

Technical/IT Support, Benjamin Isidore

Software Engineers, Matt Robinson, Sonja Zinai

Circulation Manager, Ed Wacholder

Contact us at:

1415 N Dayton St, Chicago, IL USA

60642-2643 | 312.274.2200

email: [email protected]

HOTELS (ISSN 1047-2975), Volume 50, Number 4. Published monthly

(except for combined Jan/Feb and July/Aug issues) by Marketing &

Technology Group Inc., 1415 N. Dayton St., Chicago IL 60642-2643; 312-

266-3311; fax 312-266-3363. Periodicals postage paid at Chicago IL and

at additional mailing offices. Copyright © 2016 Marketing & Technology

Group Inc. All rights reserved. Reproduction in whole or part without

written permission is prohibited. POSTMASTER: Send address changes to

HOTELS, 1209 Dundee Ave #8., Elgin IL 60120. SUBSCRIPTIONS: call U.S.

only 800-554-7470 or e-mail

[email protected] to begin, change or cancel a subscription. Select

qualified readers may receive HOTELS for free. Paid subscriptions: USA

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USA and US$30.00 foreign (plus postage). Canada Post Publications

Mail Agreement #40612608. Canada Returns to be sent to IMEX Global

Solutions, P O Box 25542, London ON N6C 6B2.

Passion for HosPitality Alto-Shaam Inc.www.alto-shaam.com/demoPage 5

Angelo Powww.angelopo.itPage 59 (I)

Biro Manufacturing Co.www.birosaw.comPage 58

Cambro Manufacturing Co.www.cambro.com/myteamPage 6

Danzewww.discoverdg.comPage 15 (A)

Forbes Industrieswww.forbesindustries.comPage 37

Front of the Housewww.frontofthehouse.comPage 2

Front of the Housewww.frontofthehouse.comwww.roomthreesixty.comPages 2-3

Groupe GMwww.groupegm.comPage 25

Guy Degrennewww.degrenneparis.comInside Back Cover

Hoshizaki America Inc.www.hoshizakiamerica.com/sustainabilityPage 33

Hospitality Financial & Technology Professionals www.pineapplesearch.comPage 8

Indel BHD Expo, Las Vegas, stand 25223;The Hotel Show, Dubai, hall 5, stand 5F210www.indelb.comPage 9

JVDIssa Interclean, Amsterdam, Netherlands, stand 11.407www.jvd.frPage 19

Kaba Hospitalitywww.kabalodging.comPage 13

Libbey Inc.www.libbey.comPage 39 (A)

New York UniversitySps.nyu.edu/hospitalityconferencePage 50

ONITYwww.directkey.onity.comPage 29 (A)

Purchasing Management Internationalwww.pmiconnect.comPage 39 (I)

Preferred Hotel Groupwww.preferredhotels.comFrench GateProtect-A-Bedwww.protectabed-hospitality.comPage 53 (A)

RAK Porcelain Europe SAHotel show, Jeddah, Saudi Arabia;NRA show, Chicagowww.rakporcelain.comBack Cover

Rivolta Carmignani SpAwww.rivoltacarmignani.itPage 15 (I)

SANTOSNRA, Chicago, booth 2092www.santos.frPage 60

Snap Drape Brandswww.snapedrape.comPage 19

Southern Aluminum Mfg. Inc.www.southernaluminum.com/ROIwww.sa-tables.comPage 59 (A)

Spring USA Corporationwww.springusa.comPage 43

SuitePadwww.suitepad.net/communicationPage 53 (I)

Tempur Sealy International Inc.www.tempursealy.comPage 31 (A)

Tophotelprojectswww.tophotelprojects.comPage 29 (I)

UJA Federation of New Yorkwww.ujafedny.orgPage 46

Villeroy & BochNRA, Chicago, booth 7237www.villeroy-boch.com/hotelInside Front Cover

Vita Mix Corpwww.vitamix.com/commercialPage 45

Vollrath Companywww.vlrth.co/vollrath_inductionPage 61 (A)

Zieher KGwww.zieher.comPage 1

ADVERTISERS INDEx


What do you do better than anyone else you know?Improvising. With such an international clientele, being in a

mountain resort that is quite a long way from major hubs and

being heavily dependent on Mother Nature, I have learned to

think on my feet and make significant decisions on the spot.

What makes you unique as a hotelier?My father managed the Kulm Hotel for 30 years, and I was

born in the hotel; that has allowed me to understand what it

means to be a hotelier from a very young age, living the Grand

Hotel culture and cultivating relationships with families who

have been visiting for decades — generations, even!

What part of your job requires the most creative thinking?Leading a legendary hotel that is over 160 years old success-

fully into the 21st century. The Kulm Hotel has always been a

trend-setter, and we constantly need to find inventive ways

to communicate that. In the last two years, we’ve done that

through, for example, the creation of the Trojan Horse, which is

an art installation, event space and bar.

If not a hotelier...?While overseeing the diverse renovations at the Grand Hotel

Kronenhof and the Kulm Hotel St. Moritz in the last 10 years, I

discovered a real passion for architecture and construction.

What surprising skill have you learned on the job?I can very quickly read and analyze building and floor plans.

What do most people not know about you?I have never read a book from beginning to end since I

completed my official schooling. I become slightly restless and

would rather spend my time “making it happen” somewhere in

the hotel.

What would you like to have more time for?Apart from my family, probably traditional hunting, which has

been practiced here in the Grisons for centuries, and kite surfing,

which I do here in the Engadine Valley in the summer, when the

Maloja wind whips across Lake Silvaplana.

Do you have a personal goal for the year?I would like to spend more time with my family, especially my

three young children (my wife works with me, so I’m fortunate

to spend a lot of time with her). Being a mountain boy, I would

also like to climb one of the highest ranges in the region, the

4,049-meter Piz Bernina Biancograt.

A lifelong hotelier helming a historic alpine resort, Heinz Hunkel-er was a co-creator of a modern Trojan Horse sculpture by localartist Curdin Guler to celebrate the equestrian traditions of theEngadine Valley. The 45-foot-tall (14-meter) horse’s hollow bodyserves as a private lounge for up to 10 people.

GENERAL MANAGER, KULM HOTEL,ST. MORITZ, SWITZERLAND

HEINZHUNKELER

L A G N I A P P E

www.degrenneparis.com

Gourmet awakens the senses

Degrenne north AmericA inc. 390 George Street-Suite 404 -New Brunswick-NJ 08901 USA

tel : 732 565 0820-fax : 732 565 [email protected]

Degrenne PAris rue Guy Degrenne-BP 50056-14502 Vire cedex-FrANce tel : 33 (0) 2 31 66 44 92 [email protected]

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GOURMET PAGE 190.5x254.indd 1 08/04/16 15:16

MIDDLE EAST / ASIA • RAK Porcelain UAE LLC • T (+971) 72 434 683 • [email protected] • www.rakporcelain.comEUROPE • RAK Porcelain Europe S.A. • T (+352) 26 360 665 • [email protected] • www.rakporcelain.eu USA • RAK Porcelain USA • T (+1) 866-552-6980 • [email protected] • www.rakporcelain.com

HOTEL SHOW 2016, JeddahNRA SHOW 2016, Chicago

inspired by Chef’s Fusion

Make sure it’s RAK

NEWCOLLECTION

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