EDITOR’S LETTER
Landmark achievements
CONTRIBUTORS
The Landmark London hotel has had what can
STEPHEN W. AYERS
only be described as a brilliant couple of months.
Stephen is a British and
Canadian author and former
hotel manager. He is the CEO
of Stay Ahead Hospitality,
a company that helps
independent hoteliers in
Europe and North America
to attain high standards and
increase profit
It became the first and only hotel in the world
to be awarded a ‘platinum’ level certification
by Investors in People. The award recognises
organisations for their commitment to high work
performance and strong people management
and development, and the property was
awarded the platinum level by achieving the highest score in the
DEBORAH HEATHER
Deborah is the director
of Quality in Tourism;
providers of independent
quality assessments and
gradings. Deborah manages
an extensive field force of
assessors who each grade
some 300 properties a year.
accommodation business sector globally.
Within the same few weeks the business was awarded the
highly coveted Dale Carnegie Leadership Development Award,
which recognised the executive team’s success in “empowering,
developing and instilling clear values” that enable the team
to deliver the best “possible results and achieve their goals”.
The award was presented by Dale Carnegie’s Jean-Louis Van
Doorme, on behalf of the organisation’s CEO, to The Landmark
PETER HANCOCK
Peter has been the
chief executive of Pride
of Britain Hotels - a
collection of never more
than 50 luxury and
independent properties -
since 2000. He previously
managed hotels and
restaurants in Sussex and
Hampshire, having started
out as a waiter
ANGIE PETKOVIC
Angie started as our
resident marketing advice
columnist and has now
built a substantial following
for her straight-talking
answers to the common
questions about executing
a professional marketing
strategy
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NOVEMBER 2018 £5.95
hotelowner
We visited the Landmark
London hotel in Marylebone to
find out the secret behind
its recent ‘Platinum’ level
accreditation from
Investors in People
QUALITY
IN TOURISM
HOUSEKEEPING
INSIGHT - PART 4
Miele offers key cleanliness
advice for hoteliers
4
p38
THE DAILY
HOTEL WAR
A look at why innovation is essential to the
future of the hospitality industry and how
Carbis Bay Hotel in Cornwall is getting it right
p36
Housekeeping staff are ‘unsung
heroes in the daily hotel war’
INFLUENCING
INFLUENCERS
p42
Angie Petkovic offers advice
on how to attract influencers
www.hotelowner.co.uk
talking about them now because Alessandro Carrara went to visit
the hotel and talk to the top team, to find out what the magic
mixture is that gains a hotel such recognition. A standout feature
of the management’s style, according to Alessandro’s piece, is their
‘back to the floor’ mantra, where senior staff will temporarily, but
regularly take up post in a position lower down the pecking order.
This way they keep learning first-hand what the challenges are, and
what small changes could make life easier for the workforce.
It’s a lesson most could use in business, and for this among the
myriad reasons the Landmark London has won these gongs, we
congratulate them.
I hope you enjoy the issue.
[email protected]
THE ONE PERCENT
We explore the success of serviced apartments
and aparthotels and why it is one of the fastest
growing segments within the hospitality sector
Whilst the two accolades were bestowed in September, I’m
Editor, Hotel Owner
for the independent hotelier who means business
APARTHOTELS
presentation ceremony held at the property in September 2018.
Michael Northcott
WWW.HOTELOWNER.CO.UK
HOUSEKEEPING | RENOVATION | FOOD & BEVERAGE | SPA | PROPERTY | EDUCATION | TECHNOLOGY
ISSN 2049-7709
London’s Brian Hladnik, Andrew Batchelor and Nicola Forshaw in a
ON THE COVER
The One Percent
p25
A STANDOUT FEATURE OF THE
MANAGEMENT’S STYLE, ACCORDING TO
ALESSANDRO’S PIECE, IS THEIR ‘BACK TO
THE FLOOR’ MANTRA, WHERE SENIOR STAFF
WILL TEMPORARILY, BUT REGULARLY TAKE
UP POST IN A POSITION LOWER DOWN THE
PECKING ORDER
‘‘
November 2018