| What Is Best Practice? | |
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| CASE STUDIES |  |
| nitenite city hotels – Excellence in Innovation |  | | nitenite city hotels are a new generation of smart, functional hotels in tourist destinations. They are new, fresh and still evolving. Currently opened in Birmingham, nitenite are set to open in London, Manchester and Bristol. Hotels in New York and Germany are also due to open. | | 15 Feb 2008 |
| The Bingham – Excellence in Business Management | | | The Bingham is a family owned, boutique style hotel in a Georgian townhouse in Richmond, Surrey dating back to the 1700's. An opportunity was seen during 2006 to develop the hotel from a basic, traditional 3 star hotel to a more contemporary ‘boutique’ style property of a 4 star standard focusing on meetings and events. Offering excellent personal service, and having a unique offer, is a constant aim of the business. | | 15 Feb 2008 |
| The Cumberland – Excellence in Meetings | | | The Cumberland’s 26 state of the art meeting rooms and the Meetings and Events team play a crucial role in the success of the hotel. Although the hotel gained a leading edge when it reopened, ensuring consistency in quality and continuous improvement has proved a challenge to the Meetings and Events team. The implementation and development of best practice initiatives is keeping the team and the hotel in a top position within the meetings market in London. | | 15 Feb 2008 |
| Hand Picked Hotels – Excellence in Marketing | | | Hand Picked Hotels is a collection of 14 individual luxury hotels across the UK. A particular need to drive conference business over the period of late April to early September 2007 led to the Sales team to ask the Marketing Manager for a promotional tool and incentive to assist them. The aim was to create a unique, memorable, cost effective promotional campaign which would bring in new business. | | 15 Feb 2008 |
| Apex Hotels – Excellent Social Responsibility – Groups | | | Apex Hotels is a developing group currently with hotels in Dundee, London and Edinburgh. The company has a strong environmental policy with a philosophy that “Apex Hotels is conscious that the actions of each and every one of us have an impact on the environment.” A green team led by an Environment Director leads the way in implementing and developing best practice standards in social responsibility. | | 15 Feb 2008 |
| Deans Place Hotel – Excellent Social Responsibility – Independent | | | Deans Place Hotel is a privately owned, 36 bedroom, 14th century hotel located in the village of Alfriston in East Sussex. The owners passionate belief in the importance of energy efficiency and its impact on global warming, together with the financial savings that the business could achieve, resulted in actions being taken which demonstrate best practice and which other businesses could follow. | | 15 Feb 2008 |
| Radisson SAS Glasgow – Excellent Customer Service – Groups | | | The Radisson SAS Glasgow has 250 bedrooms and is located in the centre of Glasgow. Developing into a five star business with a 100% customer satisfaction guarantee has resulted in the challenge to provide excellent ongoing customer service and meet customer demands. | | 15 Feb 2008 |
| Fox and Hounds – Excellent Customer Service – Independent | | | The Fox and Hounds is a family run, 15 bedroom, riverside hotel located in the Taw Valley in Devon. The new owners found that the attitude to customers was very poor with a general air of indifference throughout all levels of staff. This was resulting in low levels of repeat business and very little local custom. The business relied heavily on tourism and, although turnover was reasonable, profit was lost though overstaffing and poor margins. | | 15 Feb 2008 |
| Intercontinental Park Lane – Excellence Through People – Groups | | | Reopening in November 2006 after a £60m renovation, the Intercontinental Hotel Park Lane HR team created a less hierarchical structure. This focused on employing staff with the right ‘attitude’ rather than hospitality experience. Creating excitement about the opening to attract the best people was an important feature of the HR plan, with a long term view of attracting and retaining future candidates. | | 15 Feb 2008 |
| CROWN SPA HOTEL Excellence Through People – Independent | | | The Crown Spa hotel is an 86 bedroom, independent hotel set on the cliff top in Scarborough on the Yorkshire coastline. The Hotel is working towards achieving 4 star status during which time departments have been restructured and gaps in skills and knowledge identified. | | 15 Feb 2008 |
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