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10/2018

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More than three quarters (80 per cent) of hospitality and events professionals want a transparent industry standard that is clear on service levels for Wi-Fi. Nearly all (90%). believe that the industry would benefit from standardised pricing for Wi-Fi that offers a fair market.

These are among the key findings of a survey of HBAA members and the events industry at large with the HBAA, working in partnership with eventindustrynews.com and Crystal Interactive, on the evolving nature of event Wi-Fi and how venues can provide greater flexibility in service demands and transparency in pricing. The results were recently unveiled at the latest Future in 15 Show event, held at the Barbican in London.

Typical pain points for meeting planners include slow Wi-Fi speeds for basic tasks (65%), lack of coverage in key event areas (63%) and bandwidth issues when delegated collectively try and connect at the same time (59%). 

Over half (53%), would be willing to pay for dedicated speed for an event, with 66% separately paying for a dedicated Wi-Fi name and password in the past 12 months. 

88% of responses wish to see free delegate Wi-Fi included as part of the conference package.

The most common way to research Wi-Fi availability at a venue was either through venues making suitable recommendations based on the total number of delegates (61%), or with an event organiser enquiring (44%).

Delegates being able to check emails was the commonly listed use for Wi-Fi at events, with over 80% saying it was the main reason. Real-time audience interaction via an app placed second with 74%, while allowing event teams to check emails and content for the show with

The survey results prompted a lively debate amongst the audience. Addressing the issue of reduced service speeds when overwhelmed, one participant suggested throttling the bandwidth to limit online access. However, all agreed that this approached needs to be communicated in advance to the event planner as early as possible.

Proving a unique perspective, one audience member declared that he prefers to use 4G encrypted mobile data only to prevent any potential intrusions. He then advised that venues which offer Wi-Fi should have a series of protocols firmly implemented to prevent data breaches. These should include bulletproof firewalls, continual infrastructure remapping as well an in-house specialist to rapidly handle security breaches, combined with external 24/7 troubleshooting processes.

Summing up the results, Adam Parry, Editor of eventindustrynews.com says ‘Wi-Fi is here to stay, the first thing we try to do when arriving at a venue is to log on to the internet. This is now clearly reflected in business decisions, with event organisers refusing to book a venue if the Wi-Fi is not first class.”

“Unfortunately, there still remains a disparity between expectation and standard. Agents and venues are all in agreement that there needs to be a global industry standard on pricing and servicing. Included should be buyer transparency regarding their service requirements and transparency with venues regarding their technology capabilities. Tonight marks the start of the conversation.”

Caleb Parker, Tech and Innovation Chair at HBAA and Host of The Future in 15 Show commented “This is just the beginning of an important industry-wide discussion. Wi-Fi is like oxygen to event participants but providing the right level of service at the right price isn’t a simple one-size fits all solution. I hope this spurs our industry’s experts to share their thoughts in a public forum either online or at future events like this one. We’ll continue the discussion on 7 November at Event Tech Live.”

To watch the Future in 15 Show interview on the future of event Wi-Fi please see https://www.youtube.com/watch?v=KFF4DJqcOEs

For more information, please visit www.hbaa.org.uk or to register to attend Event Tech Live visit https://registration.n200.com/survey/0oydq608m2dw7?actioncode=EM5

Steve Jones has succeeded Mark Jones (no relation) as Managing Director of Wyboston Lakes Limited following Mark’s promotion to Deputy Chairman.

25 years of experience in the hospitality and catering industry has equipped Steve Jones well to take charge of one of the largest privately-owned venues of its kind in Northern Europe. Wyboston Lakes Resort is located between Milton Keynes and Cambridge, set in a 380 acre rural site which boasts over 400 bedrooms, more than 70 meeting rooms, a full spa, 18 hole golf course, health & leisure club, team building & activity centre and over 60,000sqft of service office space.

Beginning his career as a trainee manager with Four Pillars Hotels, by his early 20s Steve had been promoted to General Manager, managing properties for Corus & Regal Hotels. After rejoining Four Pillars Hotels, he held several positions including general manager and regional director as well as holding a seat on the company’s internal board and overseeing food and beverage operations and guest relations across the group’s portfolio. During this time Steve simultaneously owned and operated his own property and limited company.

When Four Pillars Hotels was acquired by Starwood Capital along with several other brands, in 2014 he was asked to oversee the Beaumont Estate, a 400-bedroom resort with 75 meeting rooms. Steve joined Wyboston Lakes Resort as Operations Director in 2015.

Steve Jones says “This role is a dream opportunity for a hotelier. Following major refurbishments in the hotel and the £3m investment in transforming our conferences and events facilities, the future here is exciting and I cannot wait to get started on leading the resort and its staff through its next chapter”.

In his new role as Deputy Chairman, Mark Jones will be responsible for identifying opportunities and progressing the development of the company’s land both on and off the resort.

For more information, please visit www.wybostonlakes.co.uk/business

Leaders, the premium global conference and publishing organisation in sport, has today announced it will move its flagship Summit for 2019 to Twickenham Stadium, London, Home of England Rugby.

The annual Leaders Sport Business Summit, which has been held at Chelsea FC’s Stamford Bridge since 2007, is relocating to accommodate the growth in numbers of attendees and partners.

The announcement was made as the 2018 Leaders’ Sports Business summit draws to a close. This year’s event saw over 100 speakers take to the stage, including Claire Cronin, Chief Marketing Officer of Virgin Atlantic, Alex Green, Amazon Prime Video’s European Managing Director, Sports and Channels, and Peter Hutton, Director, Global Live Sports of Partnerships and Programming at Facebook.

Now the focal point of Leaders Week, the Business Summit has become the industry’s must attend event, bringing together the biggest international speakers and content in sports today. The summit now attracts over 2000 sport business executives from over 50 countries around the world and the change of venue to Twickenham is needed as the event continues to grow.

“Over the last 11 years and we’ve seen the Leaders Business Summit grow from 600 attendees to now over 2000.” Said Leaders Founder and CEO, James Worrall. “The move to Twickenham is a must as we look to expand our footprint further and keep up with demand. The relocation will give us the opportunity to take the Summit to the next level and allow us to continue to attract the biggest and best names in the sport’s business, providing the essential platform to inform, inspire and bring together the wider industry.” 

“This is an outstanding event which brings together some of the biggest personalities and brands in global sport, and we’re delighted to have them here at Twickenham Stadium,” commented Nils Braude, Catering and Conference & Events Director, Twickenham Stadium. “When the event arrives, we will have launched our new East Stand facility, which will already be changing the face of sports hospitality, Leaders will be a great event to showcase a new look to the staudium.”

Best Western Great Britain has announced the addition of The Best Western Thurrock Hotel to its growing portfolio of over 250 independent hotels. Ideally located next to the M25, with easy access to the nearby towns of Thurrock, Grays and Dartford, the hotel is perfect for leisure and business travelers alike.

With 60 comfortable, recently-refurbished en-suite bedrooms, the property is a great base for those looking to explore London, with the capital less than an hour away. The south coast hotspots of Dover and Folkestone are also within easy reach for day trips, while the hotel is just minutes away from other local attractions, like the Lakeside Shopping Centre.

The venue is well equipped to host large-scale events and regularly runs exciting themed dinners, such as murder mystery nights and ‘Only Fools and Horses’-inspired evenings. Its two function suites can host up to 130 guests for weddings, while the eight conference and meeting rooms can accommodate up to 200 delegates.

Upon joining the Best Western Great Britain brand, the Best Western Thurrock Hotel has access to a range of tools and expertise to support in driving tourism to the local area.

Daniel Beachem, General Manager at The Best Western Thurrock Hotel, commented: “We’re extremely proud to join the Best Western family and take our property to the next level. Looking ahead to the future, we are confident that with the help of Best Western that we can share the success of a global brand that is committed to supporting its properties and maintaining excellent customer service, whilst maintaining our individuality and demonstrating what makes us unique, something we can’t wait to showcase to our guests.”

Rob Paterson, CEO at Best Western Great Britain, added: “We’re delighted to welcome The Best Western Thurrock Hotel to our brilliantly different collection of independently owned properties. Best Western members are investing for the future and changing for the better, allowing us to deliver more to our guests. We look forward to working in partnership with the team at the hotel to showcase and celebrate their hotel both locally and globally."

Best Western Great Britain’s members have invested over £210m since 2015 improving properties and guest experiences.

To find out more about The Best Western Thurrock Hotel, or to book a room, visit: https://www.bestwestern.co.uk/hotels/best-western-thurrock-hotel-84245

The team at DoubleTree by Hilton Glasgow Westerwood Spa & Golf Resort has celebrated joining one of Hilton’s 14 market-leading brands.

Tom Castles, North Lanarkshire’s Depute Provost, cut the ribbon to declare the hotel – formerly The Westerwood Hotel & Golf Resort – officially open under its new name.

Councillor Castles joined the hotel’s General Manager, Bill Burnett, for a tour of the hotel which has benefitted from a £1.3m refurbishment as part of its rebrand.

This included a wing of bedrooms being completely redeveloped and the creation of four new luxury suites within the hotel. In addition to this, every bedroom received a brand new luxury Hilton bed with brand new bedding and pillows. TV’s are now the latest 50’’ model from LG, and the inclusion of mini safes and refrigerators completed each bedroom. Coming shortly, Hilton’s new digital lock technology will allow guests the option of checking in and issuing their own room key via their mobile phone.

The property, which is managed by the UK’s leading hotel management company, RBH, joins 47 other hotels within the DoubleTree by Hilton portfolio in the UK.

The four-star hotel overlooking the Campsie hills is home to a stunning 18-hole golf course part-designed by the legendary Seve Ballesteros. Ideally located in rural Glasgow, the hotel is the perfect base to explore Central Scotland and a number of local attractions, including The Kelpies and The Falkirk Wheel.

The 148-guest room resort offers 10 treatment rooms in the area’s largest award-winning Spa, including superior leisure and fitness facilities. Guests also have the choice of two restaurants and bars – Flemings Restaurant & Bar, which offers a hearty breakfast and modern European cuisine for dinner, and The Grill Restaurant, which offers relaxed European cuisine for lunch and dinner.

For meetings and events, the hotel offers space for up to 400 delegates – perfect for any conference, team building weekend or special occasion.

Bill Burnett, General Manager of DoubleTree by Hilton Glasgow Westerwood Spa & Golf Resort, said:

We’re pleased to officially call the hotel part of the DoubleTree by Hilton family. The brand is globally-recognised, and reiterates to guests the exceptional standards of service they should expect when they visit us.

It was wonderful to welcome Councillor Castles here to officially open the hotel under its new name, and to have the opportunity to show him around the hotel and introduce the team. We look forward to welcoming guests, and offering them best possible experience.”

Councillor Tom Castles, Depute Provost at North Lanarkshire Council, said: “I’m honoured to have been invited to officially mark the unveiling of the newly-named DoubleTree by Hilton Glasgow Westerwood Spa & Golf Resort, and to have the chance to see the investment that has already gone into the property as a result of the rebrand.

This hotel has been part of the area for a number of years and, now that it is part of the globally-recognised Hilton brand, I am confident it will continue to attract visitors from near and far.”

DoubleTree by Hilton is part of Hilton Honors, the award-winning guest-loyalty program for Hilton's 14 distinct hotel brands. Members who book directly have access to instant benefits, including a flexible payment slider that allows members to choose nearly any combination of Points and money to book a stay, an exclusive member discount, free standard Wi-Fi and access to the Hilton Honors mobile app.

Many thousands of highly trained and skilled workers such as those in the hospitality and events sector are continually undervalued by being classified as low or unskilled in reports and discussions in the media.

There is gathering concern about this from all corners of the hospitality industry including the one I represent, hospitality and events.

The roots of this lie in that, too often, low paid is mistakenly automatically conflated with low skilled. Many service-based skills in this sector are taken for granted. They are different skills, not low-level skills, and can be under-appreciated by those outside the industry. Managing a busy bar shift, co-ordinating a corporate event or servicing ten bedrooms immaculately requires a set of aptitudes which cannot be described as low-skilled.

These lower paid workers apply great skill and commitment to vital roles, often working long hours at anti-social times for major UK industries such as hospitality and events which is the UK’s third largest private sector employer and contributes £39 billion to the economy - more than the automotive, pharmaceutical and aeronautical sectors put together.

We all appreciate that employment involves a range of salaries but referring to those working in lower paid roles as low skilled completely undermines the ongoing efforts made by companies to attract the individuals, UK nationals or otherwise, needed to keep the wheels of industry turning.

JULIET PRICE

Executive Director, HBAA

www.hbaa.org.uk

E: juliet.price@hbaa.org.uk

STUNNING new conference and events space has been unveiled at Manchester’s newest hotel, the Crowne Plaza – Oxford Road.

The seven state-of-the art meetings rooms are bathed in natural daylight, thanks to floor-to-ceiling windows and come equipped with the very latest in conference technology and high-speed Wi-Fi.

Between them they offer Manchester’s businesses 4,744 sq. ft. of floor space which can cater for more than 200 conference delegates at any one time.

And in a nod to its special location within the university district on Oxford Road, the hotel team have paid tribute to Manchester University’s most famous alumni - by naming their meeting rooms in their honour.

Those who have been name-checked include computing expert Alan Turing, Sir Arthur Stanley Eddington, the famous British astronomer, Nobel prize-winning architect Norman Foster, chemist Sir Robert Robinson and former Chief Executive of Manchester City Council Sir Howard Bernstein.

General Manager of Manchester’s only dual-branded hotel said the benefits of holding meetings and conferences at the Crowne Plaza Manchester – Oxford Road, were bolstered, not only by the Oxford Road Corridor location, but by the fact the 19-storey hotel boasts both a Crowne Plaza and Staybridge Suites hotel.

The development, known as “The Lume” is Manchester’s first ever dual-branded hotel. Andrew Fletcher explained that the Crowne Plaza boasts 212 guest rooms across the lower 12 storeys, while the extended-stay brand Staybridge Suites, offers 116 guest rooms, all with exceptional views of the city.

He said: “We are so proud of the conference and meetings space we have created and believe we have a truly unique offering for anyone holding a meeting or event in Manchester.

“With a brand-new dedicated conference floor and flexible meeting space, we’re confident our hotel will give any organisation the options they need to do business, whether they’re organising an intimate board meeting or a large-scale conference.

“With an abundance of natural daylight, the most stylish interior design and exceptional catering from The Laureate restaurant chefs we believe we have created the perfect blend to give delegates the best experience possible.

“And with two very different accommodation offerings to choose from within the one site, we know we have something very special that can cater for anyone looking for meeting or events space within Manchester.”

Keeping true to the brand’s commitment to “making every meeting matter”, everyone who books meeting space will have the on-site Crowne Plaza Meetings Director as a dedicated point of contact to oversee all their specific requirements. The hotel’s meetings team also guarantee they’ll respond to space, rate and date requests within two hours.

The two biggest event rooms – The Rothwell Suite (20m x 10m) and The Bernstein Suite (21m x 7m) – each comprise of smaller meeting spaces that can be used independently or in an enlarged format. The Rothwell Suite can cater for 230 people in a reception format or 210 theatre-style.

Guests and visitors can also take advantage of the hotel’s Business Centre, which is situated in the hotel’s conference and events lobby, and complimentary high-speed Wi-Fi.

Several local businesses and high-profile organisations have already enjoyed the space, hosting events right through from team catch-ups to full-scale conferences and award ceremonies, since the hotel opened last month.

The Greater Manchester Tourism Conference was held at Crowne Plaza Manchester - Oxford Road last week and featured speakers including Mayor of Greater Manchester Andy Burnham and the CEO of Visit Britain, Sally Balcombe.

Bookings can be made directly via the hotel website: www.cpmanchesteroxfordroad.com

The deal, which will see all the nine properties activated into Best Western’s soft brands over the next 12 months, comes on the back of news that Best Western is on track for a record recruitment year for the second year running. 

Robert Peel, chief executive of Peel Hotels Plc, said: “I was looking for a brand that would allow the hotels flexibility to maximise their independence but at the same time support us with distribution, access a global loyalty scheme and benefit from new sales, marketing and revenue technologies. Best Western Great Britain’s range of soft brands and strategy for the future made it the perfect fit for a profitable partnership.”

Rob Paterson, chief executive of Best Western Great Britain, said: “This deal is a great endorsement of our strategy for the future. 

“We recognise that owners and operators want to retain control and leverage the independence and heritage of their properties in Great Britain. We work in partnership to provide support, strategies and resources to help them do that driving total revenue and optimising costs

“Over the next 18 months we are investing significantly in new technology which we think will lead the market in sales, marketing and revenue to make our membership more attractive and give owners and operators more compelling reasons to join us. Now is a great time to talk to Best Western.”

The hotels (The Bull Hotel, Peterborough, The Midland Hotel, Bradford, The Cosmopolitan Hotel, Leeds, The Caledonian Hotel, Newcastle, The Crown & Mitre Hotel, Carlisle, The Strathdon Hotel, Nottingham, The George Hotel, Wallingford and The King Malcolm Hotel, Dunfermline are all joining the Sure Hotel Collection soft brand, and The Norfolk Royale Hotel is joining the BW Signature Collection soft brand.

The Grass Roots Meetings Industry Report was judged best meetings and events supplement at the 15th Business Travel Journalism Awards on Thursday 4th October.

The report was produced and edited by Tom Lambregts, Marketing Manager at Grass Roots Meetings & Events; Mark Harris of the Travel Intelligence Network, and Des McLaughlin at Mac-D Consulting.

The awards are judged by a panel of industry leaders including corporate buyers, associations and venues. Announcing the win, the judges said of the Meetings Industry Report that “this is a reference tome I just keep going back to” and “a university course in meetings and events.”

Travel Intelligence Network director Mark Harris, who led the editorial team, collected the award. “I am delighted that the MIR should be recognised in this way” he said. “It was a real team effort and I would like to thank Grass Roots for recognising the value of thought leadership in this sector.”

Originally published in 2007 the Grass Roots Meetings Industry Report is a compendium of industry trends, data and venue information. The 2018 edition is the sixth.

Des Mclaughlin, the former Managing Director of Grass Roots Meetings & Events and the instigator of the first report, commented “It’s very pleasing that the report continues to be so well received and that it has been recognised by the British Travel Journalists Awards. It’s no small task bringing all the data together, but I believe it makes for some very interesting reading for those in the industry".

Tom Lambregts, Marketing Manager at Grass Roots Meetings and Events, added: “Contributors include some of the leading figures in the corporate meetings and events industry, and I would like to thank them for their valuable time and insight. To have the report acknowledged alongside such great journalists and publications makes me extremely proud. We look forward to creating more great content as part of BCD Meetings & Events.”

Copies of Grass Roots Meetings Industry Report can be ordered or downloaded at http://meetingsindustry.report.

Hotel experts focusing on balance to ensure the best of both markets

With increasing uncertainty and weaker UK economic growth set to persist – according to the latest PwC UK Hotel’s Forecast Update 2018/19 – the hospitality industry must consider how best to maintain a consistent stream of demand in an increasingly volatile market.

RBH, the UK’s leading independent hotel management company, is focusing on a diverse offering across its 70-strong portfolio of properties in order to ensure the best possible returns for owners by capitalising on fluctuating inbound and domestic tourism markets.

Rob Ledson, the company’s Group Director of Sales, said:

There are a number of factors at play in terms ensuring commercial success in uncertain times. In the past, inbound tourism has been a major focus, particularly throughout 2017 when the weak pound attracted visitors from Europe, the USA and beyond. However, the feeling throughout the industry – and highlighted by PwC’s recent forecast – is that this will tail off as the year comes to an end.

UKInbound has also carried out survey work that suggests decreasing business confidence in prospects for inbound travel this year. Our own statistics show that domestic travel into areas like London and Leicester has declined slightly year-on-year, whilst for Manchester and the West Midlands it has increased.

To this end, we’re placing a strong focus on offsetting any dip in inbound tourism with a focus on properties that will attract a captive domestic audience to real tourist destinations outside of London, whilst still keeping a keen eye on those areas still thriving on inbound tourism. It’s all about balance, and hoteliers shouldn’t be giving up hope when it comes to attracting guests from outwith the UK.”

Towards the end of 2017, RBH took on management of more than 20 four-star luxury properties in the shape of the QHotels portfolio – most of them complete with spa and golf facilities as well as multiple dining options. It is these properties that make a compelling travel option for domestic tourists.

Rob continued:

The QHotels portfolio has given us the opportunity to tap even further into the demographic that wants to travel within the UK for a relaxing short break, but still has the capacity to attract the international tourist who is looking for a quintessentially ‘British’ experience with afternoon tea, rounds of golf and lush, green vistas.

In fact, we’re in the process of working with Hilton to rebrand five of these hotels as part of its DoubleTree by Hilton collection – giving each hotel the benefit of association with a globally-recognised, trusted brand. Three of the five have already been re-branded, with work quickly progressing on the remaining two.”

Rob added:

Whilst we take a broad, strategic view on inbound versus domestic tourism, we do rely on the local knowledge of our teams on the ground at each hotel. They see firsthand who is staying at the hotel, country of origin for future bookings, and which areas are perhaps tailing off.

And it is important that the teams are given the autonomy to target their efforts accordingly – whether that’s narrowing social media advertising down to specific demographics, or getting the team familiar with cultures and traditions of certain parts of the world in order to give guests a genuine, authentic experience. So whilst it is important to be aware of trends on a UK-wide basis, with such a large and growing portfolio, our approach cannot be one size fits all – and we must be ready to react and respond accordingly.”

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