Home' Hotel Management : HM APL 2016 Contents Sir Stamford at Circular Quay, Sydney
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What are some of the most
intriguing trends we are seeing in
the hotel industry at present?
Over the past few years, we've noticed people
are travelling interstate and intrastate more
than ever before. We're finding people are
exploring their own backyard rather than
forking out for expensive overseas holidays.
This spikes around major festivals and concerts
with large numbers of interstate travellers
willing to spend money on turning a trip
into a long-weekend stay where they can
experience the best of what's on offer in a city.
For example, in the South Australian market
we've recently had the Clipsal, Adelaide Fringe
and Adelaide Festival, which attracted a lot
of interstate visitors to our two hotels. These
guests attended their chosen events but also
wanted to explore the city further and extend
their stays. For us this means we need to
offer a holistic experience and be able to provide advice on what other
destinations and activities they should see and do during their stay.
Where do you see the future of food and
beverage in hotels heading?
Guests' expectations in terms of food and beverage are increasing. They
expect high quality food, comfortable environment and attentive service.
Hotels have a bit of a stigma of having boring and overpriced Restaurants
that belong in the Nineties. However there are very positive trends
with restaurants located in hotels, however they have all the traits that
make independent restaurants successful. This would also extend into
bars where we have seen a trend for small and boutique outlets offering
small tapas style bites and a good quality selection of beverages -- biggest
trend across the hotels is the return of cocktails. Food standards across all
delivery points of the hotel have significantly increased with customers'
expectations of high quality produce in restaurants, function spaces or
room service for example. I think we'll see the
standard of hotel restaurants and bars increase
further and with many signature restaurants
returning to be based in hotels. And hotel
restaurants may become again trendsetters
once again. We feel that Stamford has a unique
and vibrant example with the roll out of our
Argentinean restaurant La Boca nationally.
And technology? Are we keeping
up with the pace locally?
Technology is continually changing and it
can be difficult for the hotel industry to keep
up-to-date with the latest offerings. Ten years
ago smartphones were yet to be mainstream
but today guests expect easy access to
WiFi and state-of-the-art connectivity and
entertainment in their rooms.
Stamford Hotels is investing in upgraded
technology throughout all of our hotels. This
ranges from in room technology with Smart
TV, lighting, high speed WiFi connectivity,
RFID locks, upgrades to the Property
Management System (PMS), upgrades to booking and client management
systems and also energy management systems. Of course we look to partner
with industry leading experts in this area to achieve the desired outcomes.
Meetings, conferences and events are also a significant part of our
business so we ensure that we partner with audio-visual experts to deliver
technology solutions to our clients.
What are some tips you have for GMs of the future?
Make sure the customer is always at the forefront of decision-making;
Constantly strive for new ways to improve the service offering and guest
experience -- never become complacent; Keep up-to-date with what's
happening in the industry locally, nationally and globally; Always be on
the look out for the next generation of leaders -- invest in training and
foster talent; Adopt a team mentality -- seek feedback from all staff from
the concierge, to the head chef to the maid -- make sure they know their
roles and feel valued; and Inspire, motivate and lead from the front. n
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