alberta - AHLA · 28 HOTELIER PROFILE 34 INNOVATION Turning Bright Ideas into Successful...

albertahospitality

• Environmental Pol icies that Benef it Guests• Innovation• Hotel F inancing

The Official Magazine of the Alberta Hotel and Lodging Association

Buyers’ Guide 2009

PM

4002

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bedroom décor

BEDROOM DECORShrinking your Carbon Footprint

So many stylish hotels have popularized the hotel-at-home trend, that the line between destination and domicile is virtually indistinct.

albertahospitality

this issue6

in every issue4 CHAIRMAN’S REPORT10 ROUNDTABLE 12 PRESIDENT & CEO’S MESSAGE26 HUMAN RESOURCES33 TRAVEL ALBERTA38 TECHNOLOGY UPDATE44 NAMES IN THE NEWS46 CALENDAR OF EVENTS

AHLA MEMBER VALUE PROGRAMSIt Pays To Be a Member13

30 THE GREEN CARPETEnvironmental Policies Benefiting Guests

ADVERTISING FEATUREJani-King of Southern Alberta24HOTELIER PROFILEThe Sutton Place Hotel28

34 INNOVATIONTurning Bright Ideas into Successful Enterprises

14 BUYERS’ GUIDECompanies by Category & Alphabetically

40 HOTEL FINANCINGWhat are the Lenders Looking For?

The AHLA has just completed another busy year. Over the last few months, your board and staff have been working to develop plans and budgets for 2009, and are ready to help you grow the value of your membership. The business plans that we have put together will help the AHLA to remain relevant to your business, and be the voice of Alberta’s tourism and hospitality industry.

AHLA members have long known that they have the power to influence government. In 2008, we once again witnessed the strength of members working together in the government’s decision to transition Travel Alberta to a legislated corporation. This was done to improve the accountability around the funds generated by the tourism levy. As a board, we are proud of the changes that the AHLA has made to our own governance to ensure that we are accountable to you. As a member, we hope that you will consider the ways that you can influence your association.

The AHLA will be conducting our fourth member survey this month. The survey is available in both online and print formats. When you receive the survey instrument, I hope that you will take a few minutes to tell us how we can serve you better. We rely on your feedback to tell us how we are doing and to let us know what is important to your business.

CHAIRMAN’S REPORT

AHLA401 - Centre 104, 5241 Calgary Trail

Edmonton, Alberta T6H 5G8 Toll Free: 1.888.436.6112

www.ahla.ca

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CHAIR OF THE BOARDDoug Shandro

PAST CHAIRLina Venchiarutti

PRESIDENT & CEODave Kaiser, CHA

DIRECTORS NORTHHany Assal

Blair Christianson Matt RowletteSteven Watters

DIRECTORS CENTRALThomas Barknowitz

Peter BidlockHans von Bloedau

Barry Zwueste

DIRECTORS SOUTHBarb KosterskiMike Shymka

Michael SiegerPerry Wilford

DIRECTOR, CAMPGROUNDSAdam Ledwon

Alberta Hospitality is published quarterly by:

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Publisher & Editor - Joyce HayneCopy Editor - Debbie Minke

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The AHLA’s board is already preparing for elections for the 2009 - 2010 board of directors. The board is responsible for the governance of the association. Our board members consistently state that the AHLA’s board is one of the most productive and effective on which they serve. The strength of the association depends on participation by members like you. If you are interested on serving on the board, I encourage you to contact Lina Venchiarutti, Governance Committee Chair, to find out more.

Once again, we will be conducting board elections online to allow all members to participate. Information on voting will be sent to all members in good standing in early March and elections will take place later that month. I encourage you to talk to the individuals who run for election and ask them about their views on the future of the industry and our association.

Results of the elections will be announced at the AHLA’s annual general meeting. The meeting will be held at The Fairmont Chateau Lake Louise on Sunday, April 5 at the beginning of the AHLA’s 89th Annual Convention & Trade Show. We look forward to seeing you there!

strength of members by Doug Shandro

INSPIRING SERVICE, GROWING VALUE

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COVERSTORY

When you’re in the business of selling a good night’s rest, you’re not just selling The Bed. With plush pillows, 300-thread count linens, and down duvets as standard fare, The Bed has become only half the story. Nowadays, it’s the entire bedroom experience that tells the tale because when it comes to décor, so many stylish hotels have popularized the hotel-at-home trend, that the line between destination and domicile is virtually indistinct.

by Chris McBeath

Boutiquing the Bedroom ExperienceBEDROOM DECOR

6 | alberta hospitality Hyatt Regency, Calgary

alberta hospitality | 7 alberta hospitality | 7

BEDROOM DECOR


“Simply surf the Internet and you’ll see how every facet of a hotel bedroom has moved into the online, consumer realm...”

alberta hospitality | 7 alberta hospitality | 7

Marketing Beds and Beyond

Simply surf the Internet and you’ll see how every facet of a hotel bedroom has moved into the online, consumer realm, marketed as a heavenly experience that is a must-have, take home commodity. For example, ShopMarriott.com features Revive Bedroom items from mattresses to pajamas alongside household gift items such as the innovative Mova Globe, a floating orb of the world that comes to life when touched by light. Many of the amenities were chosen not by asking guests, but by working with Ideo Inc., a travel design company whose designers, social scientists, and researchers observed how guests navigate through their travel experience. Researchers helped make Marriott guestrooms more tech-savvy to the point where bedrooms are in a constant state of flux, revived every two years, in order to keep up with the reality of ever-evolving cyber standards. Hyattathome.com also rivals other chain products with its exclusive Hyatt Grand Bed, signature linens, furnishings, and seasonal personal care products, while retail stores like Macy’s and Bloomingdale’s in the US carry hotel branded linens: Hotel Collection and Hudson Park bedding.

“The Hyatt brand standard includes an eight year cycle of renovation,” explains Keith Butz, General Manager of the Hyatt Regency Calgary, which has just undergone a total refurbishment of its 355 guestrooms. “We’ve tapped into two major trends of the next decade: technology and residential

comfort so we’ve streamlined furnishings, warmed up the interior with rich, but neutral tones, and built-in amenities. For example, oversized armoires housing bulky TVs have been replaced with a full length credenza that includes the mini bar, coffee station, ice bucket and safe.” Butz continues: “The flat-screen, 37” LCD-TVs are much nearer to a home product to create a quality room feature, and most importantly, we’ve paid particular attention to outlets in terms of accessibility, versatility, and number. Lamps have built-in outlets, desks have an iPod docking station, and there’s even a charger inside the safe for a 15” laptop.”

Less is More

Removing clutter, creating an at-home feel, and providing updated technology were also the priorities for room upgrades at the Sawridge Inn and Conference Centre, Peace River. “On average our rooms measure about 12’ x 13’, so getting everything to fit was our biggest challenge,” admits Jim Hill, Vice President of Hospitality, Sawridge Group of Companies, who had all amenities, save for an alarm clock and telephone, built into a custom-designed working desk. “The look is completely seamless, and scaled to a 34” height to give the room a more spacious feel. We even replaced bedside lamps with wall sconces to keep as many surfaces as possible clear.” He also noted that one of the most significant design changes was moving

An example of a guestroom before re-decoration , Fantasyland Hotel, Edmonton The Fantasyland Hotel, after upgrade


BEDROOM DECOR

the bathroom door from the entrance to a wall nearer the bed, thus enabling the designer to round the corner and establish an enhanced entryway for a sense of arrival. New, energy efficient heating and air conditioning units were part of the makeover, along with a thermographic occupancy sensor that will control the units when rooms are vacant.

Scaling furniture to space is an important tool of the designer trade because it showcases both room and furnishings at their best. The Matrix Hotel, just opened this fall in Edmonton, has parlayed this technique for its transformation into a chic, boutique property. “The original guestrooms felt quite cramped so we opened up the entrance way, custom-designed furniture and continued the theme of much calmer lines right down to white linens, bed scarves, and glass panels set against a fairly neutral colour base,” explains Dawn Lawrie, the hotel’s design consultant. “The contemporary suites incorporate sculptural art and red accents to tie in with the hotel’s signage, while the alternate suites have an eco-feel with lots of wood and leaf patterns to tie in with one of today’s key trends: having interiors echo the outdoors.

Feng Shui For BedroomsWith its promise of creating harmonious environments and healthful well being, Feng Shui, the ancient Chinese art of placement, is a popular way to enhance design elements in any room, especially when it comes to promoting a good night’s sleep. Here are some tips:

Bed Placement• Locate beds in sight of, but away from, the door to promote a sense of security, and ensure they have a headboard or back wall to help “anchor” a deeper sleep. • Leave enough room around and beneath beds for healthful chi (energy) to circulate freely.• Avoid placing beds under a heavy beam or ceiling fan; they are thought to depress energy • Use drapes to help block bad chi from entering through windows and disrupting sleep.• Do not place mirrors opposite (or above) beds; they may attract a third party to the relationship or cause a fitful night’s rest.

Abundance Attractors • Clean lines, less clutter, and simple accessories enable a free and abundant flow of chi. • A well-stocked mini bar or kitchen area promotes prosperity; fresh flowers encourages romance, harmony, and peace.

Sensory Appeal• Make bedrooms a sensory treasure box with the availability of fragrant candles or essential- oil diffuser (lavender induces relaxation, and jasmine, rose, and geranium scents are associated with love)• Ensure lighting is flexible, offering natural light by day, soft lighting in the evening, and darkness at night.• Provide relaxing music or nature sounds. • Choose soothing colour-schemes and invest in inviting linens and textures - pure Egyptian cotton, smooth silk, soft velvet, and cozy cashmere.• If all else fails, counter negative influences with a six rod metal wind chime.



BEDROOM DECOR

Space for Statements

At the new Fox Hotel & Suites in Banff, designer Leanne Ritta at Torada Design has broken the bonds of lodge-typical beige on beige décor, largely because of her travels in Europe where eclectic colour mixes have long been a part of boutique resorts. Here, the hotel uses elements of the outside such as rock sculptures in its overall interior design, and the guestrooms have a fantasy-like quality with bold plaid bedspreads and custom-made wrap-around wall coverings depicting animal prints of deer, caribou, and bear. “Every project needs one big move - a wow element, and since bedrooms represent a home away from home, there’s an opportunity to make a

Other in-vogue bedroom items include multi-use pivoting desk chairs so guests can watch the flat-screen TV while working, leather ottomans that can double as a foot rest or a dining surface, centralized bedside controls for heat, ventilation, and light, and a snack-filled fridge and mini microwave oven for popcorn as well as a wine cooler. Calgary’s Kensington Riverside Inn stocks its coolers with a selection of specialty labels.

Mainstreaming Boutique Comforts

When a mid-range chain like Best Western embraces a style of boutique quality, you can rest assured that the challenges for purpose-built boutique hotels just got fiercely more competitive. Take a look at the Jasper Inn Alpine Resort which, as it morphs into a Best Western this winter, will feature several boutique elements in its guestrooms. For example, artwork hints to quality by using double-matt mounts and extra thick frames, custom-made duvets provide a warmer, European look, while thick tone-on-tone sheets and exceptionally plush pillows help feed into the growing cultural attitude that “everyone can afford, and is entitled to a little bit of luxury.” Indeed, because many suppliers have been successful as purveyors of boutique fare, the very products they sell no longer have specialty appeal to the boutique properties they once served, and they are starting to hitch their wagon to alternate markets. Can Tazo Tea and Aveda products at Super 8 Motels be far behind?

Top Trends & Touches for 2009• Clean-lined, contemporary feel to furniture and fixtures

• Items that are original, authentic, handmade, antique, or custom made and/or made by a well known company or person

• Expensive materials of exquisite quality

• Furnishings with an eco-friendly story and/or rooms in earth- oriented colours

• Innovative technology to include flat screen TVs, DVD players and iPods, WiFi, and wireless phones as well as bedside (centralized) controls for dimmers and power operated curtains

• Oversized desks with multiple power outlets, and ergonomic desk chairs

• Technologically-savvy, spa-like bathrooms


significant statement,” Ritta enthuses. “Even though rooms were purposely built on the small side, we’ve managed to incorporate a mini kitchen and custom amenities to exude a fun, yet cozy sense of home.”

Paul Cote, partner with Siebenga Interior Design in Calgary, has worked on several hotel projects throughout Alberta, including the Sawridge properties in Jasper and Slave Lake as well as The Sutton Place Hotel.

“Because personalizing space is such a dominant theme these days, there are many design looks happening simultaneously depending on the project and its environment,” he notes, in reference to emerging products and trends such as luxurious silk-like organic bedding (check those made with processed wood pulp), and “style shock” - a mish-mash of patterns, fashionista finery and clashing, mixed media mosaics that could well be the hot look for the 21st century’s second decade. Cote continues, “Clean and tidy, however, is definitely the major look today - that means fitted bed skirts and no more pleated drapes or lampshades - alongside a move towards a much more upscale and sophisticated palette in materials and colour.” Although technology is certainly driving creature comforts in the bedroom, he is quick to acknowledge that bathrooms are also being staged like never before with flowers, original artwork, heated towel racks, and rain showers/body wash jets that can be thermostatically controlled for anti-scald. “One of the neatest innovations is a mirror that activates into a plasma TV.”


Welcome to a new column in Alberta Hospitality. In each issue we will be asking various hoteliers a question and seeking their input. If you have a question that you would like answered, please forward it Joyce Hayne, the publisher, at [email protected].

Q: What advice would you give a new general manager walking into a revenue management meeting?

Pam Hesse, CHA, General ManagerTravelodge Hotel Calgary AirportRevenue management meetings require some preparation:1. You need to know who your competitors are, what occupancy they are running, and what rate they are selling at. Know your competition. Know their strengths and weaknesses.2. You also need to know what external factors are bringing pressure to your area at the moment and in the future, such as conventions, sporting events or other events that will drive business to your hotel or to your competitors.3. Once you have this information, you then need to determine where your hotel is, in relation to your competition for occupancy and rate. 4. What kind of base business do you have in place, and what room types are available?If you have this information prior to walking into a revenue management meeting you can then better assess where your hotel should be placed with rate and availability to best maximize the revenues and occupancies.

Steven Watters, CHA, General ManagerSawridge Inn and Conference Centre JasperThe principles of revenue management have not really changed over the years. The world of revenue management today moves quickly, so the management is constant. All of your markets, room blocks, GDS sites, and booking patterns need to be monitored daily, not to mention keeping a close watch on your competitive set. Information on trends, markets, and the economy comes from an infinite number of sources. Ideally you have a dedicated manager or team to stay on top of this, and they in turn communicate the yield strategies to the sales people and reservation agents. Many great marketing initiatives, promotions, and strategies do not reach their full potential due to poor internal communication. The key is to minimize distressed inventory. Every room sold counts, and this means having a solid yield strategy in place, monitoring it closely (measurement tools are necessary), and having your team on the same page. If you anticipate an economic downturn, your strategy should not really change as you are always trying to get the best RevPAR you can.

Tim Ostrem, General ManagerThe Mayfield Inn and SuitesThe most effective revenue management meetings avoid an in-depth review of numbers and facilitate strategic discussion. Given existing revenue management strategies, your Revenue Manager and Director of Sales should have already provided you with a forecast that is an accurate representation of your hotel’s anticipated production. First, you need to know your market and your position within that market.1. Who is the ideal customer for your hotel? Where are they coming from? What tools and information will they use to make their buying decision?

ROUNDTABLE

2. Who is in your direct competitive environment? What are their strengths, weaknesses, opportunities, and threats? 3. What is the optimal pricing for your property relative to your competitors?Next, it is important that you understand how your competitors are performing. There are numerous internal processes and external reports that your property can use to understand where the demand in your market is coming from and what they are willing to pay. Equipped with this information, you will have what you need to ask questions that encourage lively debate and discussion among your revenue management team; discussion and debate that should translate to strategy.

Perry Batke, CRDE, General ManagerBest Western Denham Inn & SuitesEnsure you have a strong understanding of what revenue management is and the various terms and tools associated with it. Share and communicate your goals and philosophies, which are hopefully focused on increasing RevPAR and reducing inventory “spoilage”. Know what strategies you want to present to your team to help you achieve these goals. Be prepared! You need to have the following information to make the right decisions: • Previous week’s performance• Market information from sources such as Smith Travel Research (DaySTR or STR reports) and internal historical data• Internal analysis reports (pace, length of stay, on the booking, demand forecast, and others) • Competitor rate information • Recommendations for “Don’t Walk Rates” for the next week • Group block releases/cutoff dates• Denials• Occupancy forecasts and event calendars To make informed decisions, you absolutely need to know what your hotel costs are, both fixed and variable; this will allow you to know how low you can go. As well, you need to know the sources of business that are least likely to displace your regular retail business (FIT, 3rd party websites, etc). What opportunities exist to drive profitable revenue? Build a strong revenue management committee and commit some time each week to revenue management.

Matthew Rowlette, National Account Manager Sandman Hotel GroupInstinctively, I would advise him to run! Seriously, a revenue manager does not have all the answers, but is there to guide you and your team. I would warn against relying on reports that no one reads. I would review the reports that are being generated and question if your staff really needs them and how these reports assist them in their daily tasks. Revenue managers need to take into consideration both past and future relationships when deciding whether to take some business that is currently pending. I believe that taking not so attractive pieces of business today may pay dividends in the future from relationships that have been built.An experienced revenue manager will know his market, his competitors, and what is happening in his community in the future. He should also understand the rationale for establishing base business with marginal rates in order to maximize the overall revenue potential for the property.

good advice


What do the global credit crunch and the subsequent slowing world economy mean for Alberta’s tourism and hospitality industry? Will Canada’s relatively strong fiscal position and Alberta’s enviable economic status insulate our industry from much of the pain experienced elsewhere in the country and around the world? These are questions that I’m sure are on the minds of all hospitality managers as they look to finalize their budgets for next year. The most recent occupancy results (08 Aug YTD) reported by Pannell Kerr Forster show lower occupancies in most major markets across Alberta. With demand slowing the ability to maintain or increase daily rates will be more challenging in the days ahead. If the major theme in our industry for the past several years has been managing growth - with the major challenge being the recruitment and retention of staff - it’s a safe bet to assume that the near-term focus for most operators will be to pay closer attention to their operating costs.The AHLA’s member value programs (MVPs) offer significant value and savings for members. Our MVPs are not the typical endorsed supplier programs offered by most associations. Rather, they have been uniquely structured and are innovatively managed to take advantage of the aggregate demand that is committed by each participating member. One of the AHLA’s most successful programs in recent years, our Protected Self-Insurance Program, managed by HED Insurance, will now be offered across Western Canada with the start-up of the Western Hospitality Insurance Program (WHIP) on December 1, 2008. In addition to the lower rates, improved coverage, and enhanced risk management services already

PRESIDENT & CEO’S MESSAGE

achieved through this program, greater volume offers the potential for greater rate stability - particularly in this period of extreme financial and stock market volatility. Our innovative natural gas purchasing program managed by Gas Alberta Energy offers AHLA members flexibility with respect to their gas consumption and risk tolerance through a combination of daily index and fixed contract pricing options dependent on market conditions.Our new ATM program delivered through Threshold Financial Technologies Inc. offers flexible placement and purchase options with enhanced revenue opportunities for operators. Participating AHLA members also continue to enjoy the savings and value offered through the telecommunication services delivered through the Canopco division of Globalive Communications.In 2009 our focus will be to develop a new electrical energy program that will offer savings and price stability to AHLA members not presently enrolled in our current 5-year electrical energy contract with EPCOR. Our goal is to design a program that will also allow members in our current program to seamlessly roll into the new program at the termination of their contract on December 31, 2010.Managing your major overhead operating costs can help you to maintain profitability even in slower economic times. To learn more about the AHLA’s exclusive MVP programs, call us toll free at 888-436-6112 or visit us online at www.ahla.ca.We look forward to serving you!

environmental stewardship by Dave Kaiser


by Debbie Minke

The AHLA works hard to offer its members programs that will help manage operating costs and maintain profitability, particularly in these challenging economic times. These Member Value Programs (MVPs) make a significant impact on members’ bottom lines, offering the most practical and obviously beneficial advantages of AHLA membership. It’s been said that strength is in numbers, and such is the case when leveraging rates on products needed to run your business such as insurance, power, natural gas, and others.The purchasing power of AHLA members was tapped to create an electrical energy program that started on January 1, 2000. Participating members have saved almost $9 million since January 1, 2006. One AHLA member who missed out on this program estimates that he has paid $100,000 more for power than he would have if he had signed up through the association. The AHLA will be negotiating a new power program for members in 2009.The AHLA’s natural gas program allows members to take advantage of market conditions to secure the natural gas they need to heat their facilities. According to Jim Hill, Vice President - Hospitality of the Sawridge Group of Companies, hotels in their group enjoy the savings and predictability of AHLA’s natural gas program. “Two of our hotels were with another provider, and we are in the process of switching to the AHLA program,” he says. HED Insurance and Risk Services, in partnership with the AHLA, offers members an attractive property and liability insurance plan. In its first year, participating properties received not only premium savings but also $162,941 in year-end rebates. If these members had used traditional insurers, all of the premiums would have stayed with the insurer no matter how low their claims were. More rebates are expected this year. This program has been so successful that it has been expanded to include BC,

Saskatchewan, and Manitoba in 2009, giving participants a greater degree of ownership, increased rate stability, and even more potential for rebates.Having participated in this program since its inception in 2005, Leanne Shaw-Brotherston, General Manager of Country Inn & Suites by Carlson - Calgary Airport explains, “In the past three years we have benefitted from participation in this Member Value Program by the stability of insurance rates at a time when costs of insurance have risen dramatically. At present our rate is only marginally higher than it was when we joined the program.”Another popular MVP is the group health benefits plan through TotalGUARD, administered by HED Insurance and Risk Services. AHLA members of all sizes can offer an attractive benefits package to current and potential employees. “Participation in the AHLA group benefits plan has benefitted both our property and our employees,” explains Shaw-Brotherston. “As a small employer (25 full-time employees) we would be unable to get this level of coverage for the low cost we are able to as part of the larger AHLA group. Our employees benefit from the comprehensive coverage provided under the plan including life insurance, accidental death and dismemberment, extended health and dental coverage, which also includes professional services and physiotherapy. One of the best benefits to our staff is the pay direct drug card, which allows them to pay only their 20% portion when they pick up a prescription rather than pay the entire cost up front and submit for reimbursement.”The AHLA continually strives to leverage better deals for its members through these and other MVPs. No matter the property size or number of employees, all hotels and associate members stand to benefit from these great programs offered by the AHLA. Indeed, it pays to be a member!

AHLA MEMBER VALUE PROGRAMS - IT PAYS TO BE A MEMBER

Laser Cash ATMsThreshold Financial Technologies Contact Bruce Smith [email protected]

AGLC Letter of CreditContact Heather Janiten 888.436.6112 x [email protected]

Credit Card DiscountsChase Paymentech Solutions 877.552.5533www.chasepaymentech.ca

Electrical EnergyContact Lynn Senetchko888.436.6112 x [email protected]

Group Employee Health BenefitsHED Insurance and Risk ServicesContact Kyla Elias 800.665.8990 x 7274www.hedinc.com/ahla/

Group Employee RSPKinasewich Benefit Consulting & Manulife FinancialContact Sid Kinasewich [email protected]

Natural GasContact Lynn Senetchko888.436.6112 x [email protected]

Property & Liability InsuranceHED Insurance and Risk ServicesContact Justin Friesen 800.665.8990 x [email protected]

RONA Pro-Ad DiscountContact April Brice888.436.6112 x 226

Telecommunications ServicesCanopcoNorth customers contact Kelly Hurlburt at 866.722.1555South customers contact Anthony Conte at 204.272.8712

For more details on all of these MVPs, visit www.ahla.ca or call 888.436.6112.

AHLA Member Value Programs: Are You Getting the Benefits?


buyers’ guide: companies by categoryADVERTISING/PUBLIC RELATIONSGolden West Broadcasting Ltd.Grant Ainsley Inc.The Globe and Mail

AMENITIESCustom Amenities Inc.George Courey Inc.Guest Supply CanadaOmland Hospitality ProductsSYSCO EdmontonTransworld Hospitality Inc.Unisource Canada Inc.

ARBITRATION/MEDIATIONSelmeston Associates Ltd.

ASSOCIATIONSAlberta Hotel Safety Association

AUTOMATED TELLER MACHINESThreshold Financial Technologies Inc.

BED, BEDDING & LINENSDucan Industries Inc.Eden TextileGuest Supply Canadahotel concepts ltd.Natural Rest Bedding Inc.Northern Feather Canada Ltd.Omland Hospitality ProductsSealy Canada Ltd.SERTA Mattress Co.Simmons Canada Inc.Spring Air BC/RestwellTex-Pro Western LimitedThe Brick Warehouse LPWestport Manufacturing/Pacific

BEVERAGE CONTROL SYSTEMSDispensing Systems Inc.Time Business Machines

BEVERAGES - ADULTBeverage International Distributor (BID)Big Rock Brewery Ltd.Labatt Breweries AlbertaMolson CanadaNorth Atlantis

BEVERAGES - NON ALCOHOLICBeverage International Distributor (BID)

CAMPGROUND SUPPLYRVDA of AlbertaSunset Printing (2005) Ltd.

CARPET, TILE/FLOORCOVERINGSAshley Fine FloorsBeaulieu CanadaChristopher Carpets Ltd.InterfaceFLORKBM Commercial FloorcoveringRONA Inc.Shaw Hospitality DesignsTappatec Inc.

CELLULAR SERVICE/PHONESBell Mobility

CHARTERED ACCOUNTANTSPricewaterhouseCoopers LLP

CLEANING/SANITATIONAtlas-Graham IndustriesBentley-Northchem Ltd.Done Rite Janitorial Sales & ServiceEcolab Ltd.Hotel Equipment & Supply Co. Ltd.Jani-King of Southern AlbertaJohnsonDiversey CanadaRDA Management Ltd.Unisource Canada Inc.W.E. Greer Ltd.Zep Manufacturing Company

COMPUTER CONSULTANTSBritec Computer Systems

COMPUTERS/HOTEL SOFTWAREAM/PM ServiceDSC Hotel Systems Ltd.InnAble Software SystemsInnQuest CanadaInnSource SolutionsMicroserve Business ComputerSmart Hotel Software

CONSTRUCTION/INTERIORSCountry Stone ManufacturingFive Star Furniture Mfg.RONA Inc.

CONVENTION/MEETING FACILITIESCalgary TELUS Convention Centre

CREDIT CARD MERCHANT SERVICESChase Paymentech Solutions

CUSTOM STAINLESS STEELCrown Food Equipment Ltd.Hendrix Condon Barr Food Equipment & Supply Professionals

EDUCATIONAL INSTITUTIONSBase Corp Learning SystemsNorthern Alberta Institute of Technology (NAIT)Red Deer College, Hospitality & Tourism DepartmentRoyal Roads UniversitySAIT Polytechnic

ELECTRONICSHotel SolutionsLOC InternationalLodging Solutions Inc.Philips Electronics Ltd.PhoneInn

ENTERTAINMENTHotel Solutions

ENVIRONMENTAL STEWARDSHIPEco Crown HospitalityGrant Ainsley Inc.

EQUIPMENT/SUPPLIESApple Fitness Store Ltd.Coronet Equipment Ltd.Done Rite Janitorial Sales & ServiceEcolab Ltd.Global Water Group Inc.John Deere LimitedLodging Solutions Inc.Nationwide Hotel Supply Inc.The Coffee Connection Ltd.Transworld Hospitality Inc.WWG-Totaline (Scotsman)

FINANCIAL PLANNINGKinasewich Benefits Consulting

FIRE/SECURITYSimplexGrinnell

FITNESS EQUIPMENTApple Fitness Store Ltd.

FOOD EQUIPMENTBert Johnson Enterprises Ltd.Crown Food Equipment Ltd.Hendrix Condon Barr Food Equipment & Supply ProfessionalsRussell Food EquipmentWestern Refrigeration

FOOD SERVICESKellogg Canada Inc.North AtlantisSYSCO EdmontonThe Coffee Connection Ltd.

FRAMING/ART/LAMINATIONCimarron Sales (2005) Ltd.

FRONT DESK SYSTEMSInnSource SolutionsMicros Systems Inc.PhoneInn

FURNITURE/FIXTURESAllwest Commercial FurnishingsDucan Industries Inc.Five Star Furniture Mfg.hotel concepts ltd.Nerval CorporationSchoolhouse Products Inc.Simmons Canada Inc.Spring Air BC/Restwell

HEATING, VENTILATION & AIR CONDITIONINGGordon R. Williams Corp.NRG Equipment Inc.Swiss Solar Tech Ltd.

HIGH SPEED INTERNET ACCESSAllstream - Unified CommunicationsMicroserve Business Computer

HOTEL FRANCHISORBest Western International, Inc.Preferred Alliance Group Systems

HR RECRUITMENTBIDMEXICO International Inc.Mercan RecruitProject Search GroupRecruitment Solutions InternationalStrategic Project Management

COMPANIES BY CATEGORY


2009HUMAN RESOURCE DEVELOPMENTHRdownloads Inc.

ICE MACHINES/DISPENSERSHotel Equipment & Supply Co. Ltd.Western RefrigerationWWG-Totaline (Scotsman)

INSURANCEHED Inurance & Risk Services

INTERIOR DESIGNERSKBM Commercial Floorcovering

LAUNDRYBentley-Northchem Ltd.Commercial Laundry DistributorsCoronet Equipment Ltd.Image Distributors (Canada) Ltd.JohnsonDiversey CanadaNicholson Mechanical Ltd.Nora Systems Inc.On Premise Laundry Systems - A Coinamatic CompanyW.E. Greer Ltd.

LIGHTING/DECORBest Plumbing & LightingNerval Corporation

MUSIC LICENSINGSOCAN

NON-SLIP FLOORS/TUBSAshley Fine FloorsMarble Concepts/Solid ConceptsTrusty Step Systems Inc.

PARKING PAY/DISPLAY UNITSImpark

PEST CONTROLOrkin/PCO Services Inc.

PLUMBING & FIXTURESBest Plumbing & LightingKitchen & Bath ClassicsMarble Concepts/Solid Concepts

PORTABLE STAGES/RISERS/FLOORSSchoolhouse Products Inc.

PRINTINGCheques Direct Ltd.Menzies PrintersRedback DecalsSunset Printing (2005) Ltd.

PROMOTIONAL PRODUCTSAldus Pen Inc.NEBS Business ProductsRedback DecalsSunset Alpine

PROPERTY MANAGEMENT & POS SYSTEMSAM/PM ServiceDSC Hotel Systems Ltd.Eco Crown HospitalityMicros Systems Inc.Profitek POS SolutionsSmart Hotel SoftwareTime Business Machines

PUBLICATIONS/MEDIAAlberta Weekly Newspapers AssociationEMC PublicationsMercury Publications LimitedThe Globe and MailThe MilepostTravel Alberta In-Province

PURCHASING SERVICESPreferred Alliance Group Systems

REAL ESTATECB Richard EllisTyne Hospitality Services LimitedRemax Advantage/Jeff Hartling

REFRIGERATIONBert Johnson Enterprises Ltd.Crown Food Equipment Ltd.Western Refrigeration

REMOTE PROJECT MANAGEMENT CONSULTANTSSeasons Remote Services Ltd.

RENOVATIONSCimarron Sales (2005) Ltd.Country Stone ManufacturingRONA Inc.

SALES & MARKETING CONSULTANTSBraidwood Hospitality ManagementDawn Ringrose & Associates Inc.Pannell Kerr ForsterPathfinder ConsultingPricewaterhouseCoopers LLPTravel Alberta In-Province

SECURITY SYSTEMSAllmar InternationalChubb Security SystemsPhilips Electronics Ltd.Profitek POS SolutionsSelect Hospitality Systems Ltd.SimplexGrinnellVingCard Elsafe

SIGNAGEPattison Sign Group

SPA SUPPLIES & SERVICECL Marketing Inc.

SUITE ENTRY CARDLOCKSKaba Lodging SystemsLOC InternationalNationwide Hotel Supply Inc.Select Hospitality Systems Ltd.VingCard Elsafe

SWIMMING POOLS/WATERSLIDESCL Marketing Inc.Gordon R. Williams Corp.Western Recreation & DevelopmentWestwind Leisure Group

TAXATION CONSULTANTSPannell Kerr ForsterProperty Assessment Services Ltd.Rickard Realty Advisors Inc.

TELECOMMUNICATIONSAllstream - Unified CommunicationsBell MobilityCanopco

TELEVISIONThe Brick Warehouse LP

TIME/LABOUR MANAGEMENTKronos Canadian Systems Inc.

TOURISM ORGANIZATIONSEdmonton Economic Development Corp.

TRAININGAlberta Hotel Safety AssociationBase Corp Learning SystemsRecreation Facility PersonnelRVDA of Alberta

UNIFORMS & CLOTHINGSunset AlpineTex-Pro Western LimitedTown & Country Uniforms Inc.

UTILITIESEPCORGas Alberta Energy

WATER TREATMENTGlobal Water Group Inc.

WINDOW COVERINGSAllwest Commercial FurnishingsEden TextileGeorge Courey Inc.Nerval CorporationWestport Manufacturing/Pacific

COMPANIES BY CATEGORY

Visit us online at

www.ahla.ca


buyers’ guide: companies alphabeticallyAlberta Hotel Safety Association401, 5241 Calgary Trail, Edmonton, AB T6H 5G8 T 780.423.9233Ms. Sharon Stewart F [email protected] www.albertahotelsafety.com

Alberta Weekly Newspapers AssociationSuite 800, 4445 Calgary Trail, Edmonton, AB T6H 5R7 T 780.434.8746Mr. Dennis Merrell F [email protected] www.awna.com

Aldus Pen Inc.2035 Golfview Drive, Kelowna, BC V1Y 4V3 T 250.863.9700Ms. Donna Falkins F [email protected] www.alduspen.com

Allmar International14730 - 115A Avenue, Edmonton, AB T5M 3C5 T 780.447.1605Mr. Ron Witwiski F [email protected] www.allmar.com

Allstream - Unified Communications6101 - 6 Street SE, Calgary, AB T2H 1L9 T 403.258.8800Mr. Steven Taylor F [email protected] www.allstream.com

Allwest Commercial Furnishings14325 - 112 Avenue, Edmonton, AB T5M 2V3 T 780.452.8212Ms. Roberta Van Wyk F [email protected] allwestfurnishing.com

AM/PM ServiceBay #14, 2928 Sunridge Way NE, Calgary, AB T1Y 7H9 T 403.250.7404Mr. Doug Krause F [email protected] www.ampmservice.com

Apple Fitness Store Ltd.16604 - 109 Avenue, Edmonton, AB T5P 1C2 T 780.452.8877Mr. Ken Harrison F [email protected] www.applefitness.com

Ashley Fine Floors12240 - 142 Street, Edmonton, AB T5L 2G9 T 780.733.3538Mr. Garry Klettke F [email protected] ashleyfinefloors.com

Atlas-Graham IndustriesBox 1978, 1725 Sargent Avenue, Winnipeg, MB R3C 3R3 T 204.775.4451Ms. Kathleen Rodigue F [email protected] www.ag.ca

Base Corp Learning Systems10358 - 172 Street, Edmonton, AB T5F 1G9 T 780.732.2273Mr. Ken Flesher F [email protected] www.basecorp.com

Beaulieu Canada2510 - 61 Avenue SE, Calgary, AB T2C 4V2 TF 800.263.7980Mr. Mike McNamara F [email protected] www.beaulieucommercial.com

Bell Mobility3699-63 Ave NE, Calgary, AB T3J 0G7 T 403.410.8297Ms. Jenny Tham F [email protected] www.bell.ca

Bentley-Northchem Ltd.8412 - 45 Street, Edmonton, AB T6B 2N6 T 780.468.3455Mr. Wilf Leidl F [email protected] www.bentley-northchem.com

Bert Johnson Enterprises Ltd.1915 Highfield Crescent SE, Calgary, AB T2G 5M1 T 403.243.2378Mr. Dave Johnson F [email protected] www.bje.cc

Best Plumbing & Lighting11703 - 154 Street, Edmonton, AB T5M 3X9 T 780.451.2432Mr. Allen Christensen F [email protected] www.bestplumbing.ca

Best Western International, Inc.6201 N. 24th Parkway, Phoenix, AZ 85016 T 602.957.5621Mr. Mark Williams F [email protected] www.bestwestern.com

Beverage International Distributor (BID)10951 - 96 Avenue, Grande Prairie, AB T8V 3J4 T 780.532.9484Mr. Darrel Dola F [email protected] www.bid-wine.ca

BIDMEXICO International Inc.10979 - 127 Street NW, Edmonton, AB T5M 0T1 TF 877.451.4625Mr. Armando Sanchez Lona, CST F [email protected] www.bidmexico.com

Big Rock Brewery Ltd.5555 - 76 Avenue SE, Calgary, AB T2C 4L8 T 403.720.3239Mr. Jamie Zuniga F [email protected] www.bigrockbeer.com

Braidwood Hospitality Management Inc.102, 1238 Seymour Street, Vancouver, BC V6B 3N9 TF 866.300.1097Mr. John Garden F [email protected] www.braidwoodhospitalitymanagement.com

Britec Computer Systems#204, 1400 Kensington Rd. NW, Calgary, AB T2N 3P9 T 403.720.7010Ms. Nancy Freiday F [email protected] www.britec.com

COMPANIES ALPHABETICALLY


2009Calgary TELUS Convention Centre120 - 9 Avenue SE, Calgary, AB T2G 0P3 T 403.261.8500Ms. Marcia Lyons F [email protected] www.calgary-convention.com

CanopcoSuite 1200, 48 Yonge Street, Toronto, ON M5E 1G6 TF 866.717.3411Kelly Hurlburt F [email protected] www.canopco.com

CB Richard Ellis500, 530 - 8 Avenue SW, Calgary, AB T2P 3S8 T 403.263.4444Mr. Greg Kwong F [email protected] www.cbre.ca

Chase Paymentech Solutions2075 Kennedy Road, Suite 200, Toronto, ON M1T 3V3 TF 877.552.5533Sales F 416.940.6030www.chasepaymentech.ca

Cheques Direct Ltd.#5, 2928 - 18 Street NE, Calgary, AB T2E 7B1 T 403.269.2661Mr. Tom Gilchrist F [email protected] www.chqs.ca

Christopher Carpets Ltd.16312 - 111 Avenue, Edmonton, AB T5M 4G3 T 780.421.7773Mr. Simon Bell F [email protected]

Chubb Security Systems10118 - 175 Street, Edmonton, AB T5S 1L1 T 780.423.3281Mr. Rob Borden F [email protected] www.chubbsecurity.com

Cimarron Sales 2005 Ltd.3, 5608 - 1 St., SE, Calgary, AB T2H 1H8 T 403.717.4300 [email protected] www.cimarronsales.com F 403.717.4333

Cimarron Sales Ltd. Is a wholesale picture frame moulding company in Calgary, Alberta specializing in framed mirrors and artwork for the hospitality market.

CL Marketing Inc.2770 - 24 Avenue NE, Calgary, AB T1Y 6V7 T 403.250.2494Ms. Melissa Burke F [email protected] www.tabex.com

Commercial Laundry Distributors9880 - 47 Avenue, Edmonton, AB T6E 5P3 TF 800.663.2646Mr. Ed Mucha F [email protected] www.trailappliances.com

Coronet Equipment Ltd.8112 - 46 street, Edmonton, AB T6B 2M8 T 780.468.3127Ms. Terri Rosin F [email protected] www.coronetequipment.com

Country Stone Manufacturing6725 - 124 Avenue, Edmonton, AB T5B 4N5 T 780.477.8433Mr. Ron Sharkey F [email protected] www.countrystonemfg.com



buyers’ guideCrown Food Equipment Ltd.5307 - 4 Street SE, Calgary, AB T2H 1K6 T 403.253.4888Mr. Nick Poulos F [email protected] www.crownfoodequipment.com

Custom Amenities Inc.11, 6115 - 3rd Street SE, Calgary, AB T2H 2L2 T 403.255.0303Mr. Peter Hansum F [email protected] www.customamenities.com

Dawn Ringrose & Associates Inc.43 Marlboro Road, Edmonton, AB T6J 2C7 T 780.434.1179Ms. Dawn Ringrose F [email protected] www.dawnringrose.com

Dispensing Systems Inc.#100, 17950 - 106 Ave, NW, Edmonton, AB T5S 1V4 T 780.496.9476Mr. Rick Paton F [email protected] www.dsicontrols.ca

Done Rite Janitorial Sales & ServiceBay 15, 1431 - 40 Avenue NE, Calgary, AB T2E 8N6 T 403.730.6290Mrs. Karen Cartson F [email protected] www.donerite.net

DSC Hotel Systems Ltd.#124, 1085 East Kent Avenue, Vancouver, BC V5X 4V9 T 604.327.7079Mr. Ken Honborg F [email protected] www.dschotel.com

Ducan Industries Inc.3307 - 6 Avenue North, Lethbridge, AB T1H 5C1 T 403.328.3800Mr. Clarence Taal F [email protected] www.ducanindustries.com

Eco Crown HospitalityP.O. Box 8187, Banff, AB T1W 2T9 TF 877.326.8187Ms. Andrea Spiess F [email protected] www.ecocrownhospitality.com

Ecolab Ltd.Unit 205, 9440 - 202 Street, Langley, BC V1M 4A6 TF 800.352.5326Mr. Will Puzio F [email protected] www.ecolab.com

Eden Textile10934 - 120 Street, Edmonton, AB T5H 3P7 T 780.452.7200Mr. Marv Nowak F [email protected] www.edentextile.com

Edmonton Economic Development Corp.9990 Jasper Avenue, Edmonton, AB T5J 1P7 T 780.426.4715Mr. Ken Fiske F [email protected] www.edmonton.com

EMC Publications6058 - 187A Street, Surrey, BC V3S 7R6 T 604.574.4577Ms. Joyce Hayne F [email protected] www.emcmarketing.com

EPCOR10065 Jasper Avenue, Edmonton, AB T5J 3B1 T 403.717.8106Mr. David Freeman F [email protected] www.epcor.ca

Five Star Furniture Mfg.24511 - 34 Street, Edmonton, AB T5Y 6B4 T 780.472.6228Mr. Al Sturm F [email protected] www.fivestarcanada.ca

Gas Alberta EnergySuite 110, 1111 57 Ave NE, Calgary, AB T2E 9B2 T 403.509.2607Ms. Lorraine Latter F [email protected] www.gasalbertaenergy.com

George Courey Inc.30, 5251 - 48 Avenue SE, Calgary, AB T2B 3S2 TF 877.901.1756Mr. Rob Piasta F [email protected] www.georgecourey.com

Global Water Group Inc.6155 - 80 Street, Edmonton, AB T6E 2W8 T 780.485.0911Mr. Dave Hatala F [email protected] www.globalwateronline.com

Golden West Broadcasting Ltd.Box 950, Altona, MB R0G 0B0 T 204.324.6464Mr. Elmer Hildebrand F [email protected] www.pembinavalleyonline.com

Gordon R. Williams Corp.3350, 2 Ridgeway Drive, Mississauga, ON L2L 5Z9 T 905.820.1400Ms. Lori Schmuck F [email protected] www.williamshvac.com

Grant Ainsley Inc.918 Blackett Wynd SW, Edmonton, AB T6W 1A9 T 780.288.8080Mr. Grant [email protected] grantainsley.com

Guest Supply Canada570 Matheson Blvd E Unit 5, Mississauga, ON L4Z 4G3 TF 866.483.7822Ms. Kelly Hampton F [email protected] www.guestsupply.com

HED Inurance & Risk Services777 Portage Avenue, Winnipeg, MB R3G 0N3 TF 800.665.8990Mr. Justin Friesen F [email protected] www.hedinc.com



2009Hendrix Condon Barr Food Equipment & Supply Professionals14515 - 118 Avenue, Edmonton, AB T5L 2M7 T 780.454.0432Mr. Dave Sidor F [email protected] www.condonbarr.com

hotel concepts ltd.6412 - 179 Street, Surrey, BC V3S 7J9 T 403.830.8816Ms. Wendy [email protected] www.hotelconcepts.ca

Hotel Equipment & Supply Co. Ltd.9635 - 102A Avenue, Edmonton, AB T5H 0G4 T 780.429.2727Mr. Larry Ungarian F [email protected] www.e-hesco.com

Hotel Solutions92 Caplan Avenue, Ste 619, Barrie, ON L4N 0Z7 TF 866.341.1122Mr. Tom Hocker F [email protected] www.hotelsolutions.ca

HRdownloads Inc.562 Wellington Street, London, ON N6A 3R5 TF 877-438-9763Mr. Tony [email protected] www.hrdownloads.com

Image Distributors (Canada) Ltd.280 Queensland Circle SE, Calgary, AB T2J 4E5 T 403.271.1449Mr. Les Krzywy F [email protected] www.imagelaundry.ca

Impark140, 125 - 9th Avenue, SE, Calgary, AB T2G 0P6 T 403.299.7266Mr. Darren Morgan F [email protected] www.impark.com

InnAble Software Systems#212, 9714 Main Street, Fort McMurray, AB T9H 1T6 T 780.881.4439Mr. Scott Germain F [email protected] www.innable.com

InnQuest Canada100, 18236 - 105 Avenue, Edmonton, AB T5S 2R5 T 780.443.3084Mr. Paul Barnes F [email protected] www.innquestcanada.ca

InnSource Solutions105, 9797 Second Street, Sidney, BC V8L 3Y8 T 250.656.9790Mr. Bernie Forbes F [email protected] www.innsourcesolutions.com

InterfaceFLOR69 Bow Meadows Drive, Cochrane, AB T4C 1N2 T 403.932.4071Ms. Lynda Brady F [email protected] www.interfaceflor.ca

Jani-King of Southern Alberta#1, 4600 - 5th Street, NE, Calgary, AB T2E 7C3 T 403.259.0044Ms. Wenda Westendorp F [email protected] www.janiking.ca

John Deere LimitedP.O. Box 1000, Grimsby, ON L3M 4H5 T 905.945.7331Ms. Hannah Wall F [email protected] www.deere.com

JohnsonDiversey Canada2020 - 84 Avenue, Edmonton, AB T6P 1K2 T 780.449.9736Mr. Lawrence Hunt F [email protected] www.johnsondiversey.com

Kaba Lodging Systems#203, 15735 - 114 Avenue, Edmonton, AB T5M 2Z3 T 780.483.0518Mr. Keith Foster F [email protected] www.kabalodging.com

KBM Commercial Floorcovering1260 - 26 Avenue SE, Calgary, AB T2G 5S2 T 403.274.5292Mr. Scott Irwin F [email protected]



buyers’ guideKellogg Canada Inc.5350 Creekbank Rd, Mississauga, ON L4W 5S1 T 780.640.3434Mrs. Jennifer Laurie F [email protected] www.kelloggsoutofhome.ca

Kinasewich Benefits Consulting4606a - 101 Street, Edmonton, AB T6E 5G9 T 780.434.7200Mr. Sid Kinasewich F [email protected] www.getbenefits.ca

Kitchen & Bath Classics6051 Centre Street S, Calgary, AB T2H 0C2 T 403.250.7470Mr. Dennis Manns F [email protected] www.cronkhitesupply.com

Kronos Canadian Systems Inc.140, 6715 - 8 Street NE, Calgary, AB T2E 7H7 T 403.207.2424Mr. Mark Mackenzie F [email protected] www.kronos.com

Labatt Breweries Alberta4344 - 99 Street, Edmonton, AB T6E 6K8 T 780.436.6060Mr. Gary Tomchuk F [email protected] www.labatt.com

LOC International2760 Chemin du Lac, Longueuil, PQ J4N 1B8 TF 800.263.1113Mr. Jean-Guy Groleau F [email protected] www.locinternational.com

Lodging Solutions Inc.105, 5718 - 1A Street, SW, Calgary, AB T2H 0E8 T 403.255.0556Mr. Imi Moloo F [email protected] www.lodgingsolutions.ca

Marble Concepts/Solid Concepts6017 - 86 Street, Edmonton, AB T6E 2X4 TF 866.241.2735Mr. Ken Hilsenteger F [email protected] www.marbleconcepts.com

Menzies Printers#2, 8241 - 30 Street SE, Calgary, AB T2C 1H7 T 403.252.3232Ms. Bev Goldie F [email protected] www.menziesprinters.com

Mercan RecruitSuite 201, 10707 - 100 Ave. NW, Edmonton, AB T5J 3M1 T 780.638.1510Mr. Jerome Morgan F [email protected] www.mercanrecruit.com

Mercury Publications Limited1740 Wellington Ave., Winnipeg, MB R3H 0E8 T 204.954.2085Mr. Kelly Gray F [email protected] www.mercury.mb.ca

Micros Systems Inc.17329 - 105 Avenue, Edmonton, AB T5S 1H2 T 780.444.3471Mr. Mark Gaucher F [email protected] www.micros.com

Microserve Business Computer9657 - 45 Avenue, Edmonton, AB T6E 5Z8 T 780.496.9585Mr. Larry Stefanishen F [email protected] www.microserve.ca

Molson Canada10449 - 121 Street, Edmonton, AB T5N 1L3 T 780.482.1786Mr. Will Meijer F [email protected] www.molson.com

Nationwide Hotel Supply Inc.8771 No. 4 Road, Richmond, BC V6Y 2T7 T 604.277.9294Mr. Bob Duncan F [email protected] www.hotelsupplycanada.com

Natural Rest Bedding Inc.14715 - 114 Avenue, Edmonton, AB T5M 2Y8 T 780.414.5704Mr. Manuele Russo F [email protected] www.naturalrestbedding.ca

NEBS Business Products330 Cranston Crescent, Midland, ON L4R 4V9 TF 800.465.2888Mr. Ralph Lynn F [email protected] www.NEBS.ca

Nerval Corporation17552 - 107 Avenue, Edmonton, AB T5S 1E9 T 888.406.5267Mr. Manjit Nerval F [email protected] www.nervalcorporation.com

Nicholson Mechanical Ltd.2B, 33790 Industrial Avenue, Abbotsford, BC V2S 7T9 T 780.818.1620Mr. Mike Zygmunt F [email protected] www.nicholsonmechanical.com

Nora Systems Inc.7807 Argyll Road, Edmonton, AB T6C 4A9 T 780.448.0145Mr. Gary Noriega F [email protected] www.norasystemsinc.com/

North AtlantisP.O. Box 86032 Stn Marda Loop RPO, Calgary, AB T2T 6B7 T 877.763.7574Mr. Farhat Hassan F [email protected] www.northatlantis.com

Northern Alberta Institute of Technology (NAIT)11762 - 106 Street, Edmonton, AB T5G 2R1 T 780.471.8509Ms. Ellen Hughes F [email protected] www.nait.ab.ca



2009Northern Feather Canada Ltd.8088 River Way, Delta, BC V4G 1K9 TF 800.663.5965Ms. Alex Luu F [email protected] www.northern-feather.com

NRG Equipment Inc.1245 Maple Hill Court, Unit 1, Newmarket, ON L3Y 9E8 T 905.853.0700Ms. Jacqueline Pilling F [email protected] www.nrg-ptacs.com

Omland Hospitality Products#20, 5200 Dixie Road, Mississauga, ON L4W 1E4 T 905.290.7323Ms. Preeti Bhatia F [email protected] www.landmarkproducts.ca

On Premise Laundry Systems - A Coinamatic Company10011 56 Avenue, Edmonton, AB T6E 5L7 T 780-430-0007Mr. Angelo Santucci F [email protected] www.coinamatic.com

Orkin/PCO Services Inc.11611 - 145 Street, Edmonton, AB T5M 1V9 T 780.483.3070Mr. Doug Wadlow F [email protected] www.pco.ca

Pannell Kerr Forster# 1120, 800 West Pender Street, Vancouver, BC V6C 2V6 T 604.689.3833Ms. Beth Walters F [email protected] www.pkfcanada.com

Pathfinder Consulting#411, 11044 - 51 Ave., Edmonton, AB T6H 5B4 T 780.437.5131Ms. Carla Hess F [email protected] www.pathfinderconsulting.ca

Pattison Sign Group9677 - 45 Avenue, Edmonton, AB T6E 5Z8 T 780.436-7171Mr. Daniel Amero F [email protected] www.pattisonsign.com

Philips Electronics Ltd.281 Hillmont Road, Markham, ON L6C 2S3 T 905.201.4575Ms. Michelle Nolet F [email protected] www.philip.com

PhoneInn755 Lake Bonavista Drive, Calgary, AB T2J 0N0 T 403.281.6777Mr. Don Kawchuk F [email protected] www.phoneinn.ca

Preferred Alliance Group Systems Limited#101, 2904 South Sheridan Way, Oakville, ON L6J 2L7 T 905.829.4002Mr. John Dell’Elce F [email protected] www.preferredalliance.ca

PricewaterhouseCoopers LLPSte 1501, TD Tower 10088 - 102 Ave, Edmonton, AB T5J 3N5 T 780.441.6700Mr. Paul Fraser F [email protected] www.pwc.com

Profitek POS Solutions108, 2340 Pegasus Way, NE, Calgary, AB T2E 8M5 T 403.248.2348Mr. Shaun Mansergh F [email protected] www.profitek.com

Project Search Group10012 Jasper Avenue, Edmonton, AB T5J 1R2 T 780.428.0534Mr. Bill Dart F [email protected] www.projectsearch.ca

Property Assessment Services Ltd.28 Heritage Blvd. W., Lethbridge, AB T1K 6R9 T 403.328.9285Mr. Stephen Morris F [email protected]

RDA Management Ltd.88 Somerset Drive SW, Calgary, AB T2Y 3C3 T 403.613.8047Ms. Diwata Anioay F [email protected] www.janiking.ca

RVDA of Alberta305, 8657 - 51 Avenue NW, Edmonton, AB T6E 6A8 TF 888.858.8787Mr. Dan Merkowsky F [email protected] www.rvda-alberta.org

Recreation Facility Personnel11150 Bonaventure Drive, SE, Calgary, AB T2J 6R9 T 403.253.7544Ms. Rhonda Phillips F [email protected] www.aarfp.com

Recruitment Solutions International Ltd.Suite 205, 259 Midpark Way SE, Calgary, AB T2X 1M2 T 403.243.5888Mr. Don Rewcastle F [email protected] www.recruitmentsolutions.org

Red Deer College, Hospitality & Tourism DepartmentBox 5005, Red Deer, AB T4N 5H5 T 403.342.3355Mr. Ron Lines F [email protected] www.rdc.ab.ca

Redback Decals12824 - 141 Street, Edmonton, AB T5L 4N8 T 780.453.3031Ms. Caristy Dawes F [email protected] www.redbackdecals.com

Remax Advantage/Jeff Hartling#116, 150 Chippewa Rd, Sherwood Park, AB T8A 6A2 T 780-660-7066Mr. Jeff Hartling F [email protected] www.jeffhartling.com



buyers’ guideRickard Realty Advisors Inc.#103, 1412 Bagot Ave. S.W, Calgary, AB T2T 0L9 T 403.229.1933Mr. Steve Rickard F [email protected] www.propertytaxes.com

RONA Inc.220 Chemin du Tremblay, Boucherville, PQ J4B 8H7 T 604.882.6208Mr. Stanley Neumann F [email protected] www.rona.ca

Royal Roads University2005 Sooke Road, Victoria, BC V9B 5Y2 T 250.391.2600Mr. Ted Wykes F [email protected] www.royalroads.ca/tourism

Russell Food Equipment10225 - 106 Street, Edmonton, AB T5J 1H6 T 780.423.4221Mr. Dan Fortin F [email protected] www.russellfood.com

SAIT Polytechnic1301 - 16 Avenue NW, Calgary, AB T2M 0L4 T 403.284.8514Ms. Margaret Walsh, CHA F [email protected] www.sait.ca

Schoolhouse Products Inc.77 Steelcase Rd W Units 1-3, Markham, ON L3R 2S5 T 416.565.3112Mr. Hart Sernick F [email protected] www.schoolhouseproducts.com

Sealy Canada Ltd.14550 - 112 Avenue, Edmonton, AB T5M 2T9 T 778.833.2422Mr. Ed Cowx F [email protected] www.sealy.com/www.sealy.ca

Seasons Remote Services Ltd.14112 - 91 Avenue, Edmonton, AB T5R 4Y2 T 780.446.0104Mr. Paul Macy F [email protected]

Select Hospitality Systems Ltd.P.O. Box 171, Stn Palgrave, Bolton, ON L7E 3T2 TF 866.509.7371Ms. Janette Anderson F [email protected] www.selecthospitalitysystems.com

Selmeston Associates Ltd.738 Hendra Crescent, Edmonton, AB T6R 1S6 T 780.430.1644Mr. Christopher Gowers F [email protected]

SERTA Mattress Co.21 - 2777 - 23 Avenue NE, Calgary, AB V5A 4N2 T 403.681.2626Mr. Scott McKnight F [email protected] www.serta.ab.ca

Shaw Hospitality Designs4806 - 54 Street, Vegreville, AB T9C 1N1 T 780.632.4238Mr. Lawrence Komarniski F [email protected] www.shawhospitality.com

Simmons Canada Inc.3636 - 11A Street SE, Calgary, AB T2G 3H3 T 403.287.0600Mr. Warren Becker F [email protected] www.simmonscanada.com

SimplexGrinnell431 Manitou Road SE, Calgary, AB T2G 4C2 T 403.287.3202Mr. Dave Chapman F [email protected] www.simplexgrinnell.com

Smart Hotel Software2420 Haywood Avenue, West Vancouver, BC V7V 1Y1 T 604.926.3215Mr. Jordan Menu F [email protected] www.smarthotelsoftware.com

SOCAN#1045, 5555 Calgary Trail, Edmonton, AB T6H 5P9 T 780.439.9049Mr. Wayne Saunders F [email protected] www.socan.ca

Spring Air BC/Restwell14922 - 54A Avenue, Surrey, BC V3S 5X7 T 604.576.2339Mr. Michael Russell F [email protected] www.restwellmattressco.com

Strategic Project ManagementBox 220, New Serepta, AB T0B 3M0 T 780.289.9271Mr. Ronaldo Gallardo F [email protected]

Sunset AlpineBox 526, Banff, AB T1L 1A6 T 403.762.2091Mr. Bill Squarebriggs F [email protected] www.sunsetalpine.com

Sunset Printing (2005) Ltd.Box 340, Delburne, AB T0M 0V0 T 403.347.1250Ms. Leah Nelson F [email protected] www.sunset-printing.net

Swiss Solar Tech Ltd.5811 Giants Head Road, Summerland, BC V0H 1Z7 T 250.404.0490Ms. Susan Huber F [email protected] www.swisssolartech.com

SYSCO Edmonton26210 TWSP RD 531A, Acheson, AB T7X 5A4 T 780.451.3550Ms. Nancy Ralph F [email protected] www.sysco.ca



2009Tappatec Inc.600 Orwell Street, Unit 17, Mississauga, ON L5A 3R9 T 905.279.8882Ms. Meredith Whipp F [email protected] www.tappatec.com

Tex-Pro Western Limited828 Powell Street, Vancouver, BC V6A 1H8 T 604.254.9551Mr. Al Fleming F [email protected] www.texpro.net

The Brick Warehouse LP10705 - 101 Street, Edmonton, AB T5H 2S4 T 780.497.4916Mr. Heinz Andre F [email protected] www.thebrick.com

The Coffee Connection Ltd.103, 219 - 38th Avenue, NE, Calgary, AB T2E 2M3 T 403.269.5977Mr. Bradley Gunning F [email protected] www.thecoffeeconnection.ca

The Globe and Mail200, 278 - 19 Street NE, Calgary, AB T2E 8P7 T 403.238.5982Mr. George Ritchot F [email protected] www.globeandmail.com

The MilepostP.O. Box 182, Prince George, BC V2L 4S1 T 250.964.2628Mr. Sean Simmons F [email protected] www.themilepost.com

Threshold Financial Technologies Inc.3, 179 McDermot Avenue, Winnipeg, MB R3B 0S1 TF 877.260.4700Mr. Bruce Smith F [email protected] threshold-fti.com

Time Business Machines17620 - 107 Avenue, Edmonton, AB T5S 1G8 T 780.483.3040Mr. Gregory Bird F [email protected] www.timebusiness.com

Town & Country Uniforms Inc.5675 Av Christophe-Colomb, Montreal, PQ H2S 2E8 TF 800.361.0388Mr. Mario De Petrillo F [email protected] www.tcuniforms.com

Transworld Hospitality Inc.11131 Hammersmith Gate, Richmond, BC V7A 5E6 T 604.272.3432Ms. Isabelle Briski-Somers F [email protected] www.transworldimports.com

Travel Alberta In-Province10949 120 Street, Edmonton, AB T5H 3R2 T 780.732.1625Ms. Liz Taylor F [email protected] www.travelalberta.com

Trusty Step Systems Inc.5086 Empire Drive, Burnaby, BC V5B 1M9 T 604.291.1855Mr. Alain Chevalier F [email protected] www.trustystepsystems.com

Tyne Hospitality Services LimitedSte 204, 1868 Marine Dr, West Vancouver, BC V7V 3A6 T 604.618.8778Mr. Angus Wilkinson F [email protected] www.tynehospitality.com

Unisource Canada Inc.11248 - 184 Street, Edmonton, AB T5S 2S6 T 780.453.0876Ms. Gail Woodward F [email protected] www.unisource.ca

VingCard Elsafe#100, 631 International Pkwy, Richardson, TX 75081 T 972.692.3167Mr. Paul Dinsdale F [email protected] www.elsafe.com

W.E. Greer Ltd.14704 - 119 Avenue, Edmonton, AB T5L 2P1 T 780.451.1516Mr. John Greer F [email protected] www.wegreer.com

Western Recreation & Development Inc.#3, 170 Murray Park Road, Winnipeg, MB R3J 3X5 TF 800.781.6041Mr. David Snidal F [email protected] www.waterparks.ca

Western Refrigeration1232 - 36th Avenue NE, Calgary, AB T2E 6M8 TF 888.443.1946Mr. Daryl Hornberger F [email protected] www.westernrefrigeration.com

Westport Manufacturing Co. Ltd./PacificEdmonton, AB T 780.722.4458Mr. Wayne Letwin F [email protected] www.west-port.com

Westwind Leisure Group#210, 9348 - 49 Street, Edmonton, AB T6B 2L7 T 780.465.6699Mr. Bart Deeg F [email protected] www.westwindleisure.com

WWG-Totaline (Scotsman)11735 - 108 Avenue, Edmonton, AB T5H 1B8 T 780.913.3682Mr. Tedd Brulotte F [email protected] www.scotsman-ice.com

Zep Manufacturing Company11627 - 178 Street, Edmonton, AB T5S 1N6 T 780.453.8100Mr. Mark Bunz F [email protected] www.zepcan.com


There is no question that with today’s economy in Alberta, it is becoming harder and harder to find and retain high quality housekeeping staff. As well, escalating wages that include overtime costs due to lack of staffing and benefits are continuing to put upward pressure on overhead while squeezing profits. Add to that the cost of training new staff, and it’s easy to see why housekeeping is an increasingly difficult department to budget and manage.

Of course, housekeeping is not only the largest department it’s a critical department in any hotel operation. Guest satisfaction is tied directly to the service that housekeeping does and as a result, a lack of staff or inconsistent quality can mean dissatisfied guests, which equals to not returning guests. Cleanliness of guestrooms and common areas are a key factor in overall guest satisfaction and guest loyalty. Any hotel that struggles with quality standards runs the risk of losing guests and ultimately reputation. With chronic staffing shortages, many hotel and resort properties are finding it difficult to maintain their own high standards for housekeeping and general cleanliness, and are now looking for alternatives and additional support for their in-house staff.

ADVERTISING FEATURE24 | alberta hospitality

An Alternative Approach to Hotel Cleaning

Jani-King now offers a simple and convenient housekeeping solution for all types of hotel and resort properties. Established in 1969, Jani-King created a hospitality division in 1996 and now serves over 375 select-service, full-service, and luxury hotels across North America and around the world. According to Wenda Westendorp, Regional Director of Jani-King in Calgary, the company now has two offices in Alberta and has grown rapidly across Canada as demand for contract cleaning services continues to grow.

“Our clients have a wide variety of needs and reasons for using us,” Westendorp says. “For some hotels, we are their complete house-keeping department. For others, we provide extra staff for flex times and peak seasons, or we can even come in and provide guestroom deep cleaning two or three times a year and we can also provide overnight detail cleaning for areas of the hotel that have high traffic during the day such as the lobby, restaurant/bar, kitchen, and banquet areas. It’s very difficult these days for hotels, particularly in Alberta, to find and keep the quality staff they need to do a good job. That’s where we come in.”

Whether a hotel chooses Jani-King as their full-time housekeeping department, or selects any one of its specialized services, the company develops a customized schedule to adapt to the property’s operational flow. Cleaning brand standards are set with senior management to ensure each property receives services to their specific standards. Jani-King can provide all levels of staffing and workers can wear hotel-branded uniforms so guests will never know Jani-King is on-site.

Cleaning supplies and equipment can be provided by Jani-King or the hotel depending upon the needs of a particular property.

Outsourcing housekeeping services to Jani-King allows hotel managers to accurately budget housekeeping costs since fees are based on a fixed cost per occupied room ”You Book It We Clean It” . It also means that hotels are not paying for extra staff when occupancy is lower or re-training when high occupancy levels return. This system is also perfectly suited for resorts and timeshare/condominiums.

Regardless of the type of cleaning services required by a hotel, the bottom line must be superior results and consistent, exacting service standards. Providing superior service is what has convinced many hotels and resorts such as Four Seasons, Hilton, Holiday Inn, Hyatt, Marriott Hotels and Resorts, Westin and other brands to choose Jani-King to meet their cleaning needs in guestrooms, restaurants, kitchens, and public spaces as well as providing other housekeeping positions.

Tracy Hann, General Manager of the Travelodge in Calgary, is a Jani-King client. “We have been using Jani-King on a full-time basis for over a year now, and are happy to be with them. The manager is a very caring individual and takes the quality of work performed by herself and her employees very seriously. She’s like one of our staff and communicates with us on a daily basis.”

Another satisfied client is Nimesh Patel, General Manager of Country Inn & Suites, who says, “I have been currently working with Jani-King for about three years. The reason I have worked with them for so long is due to their superior service and knowledge in the hospitality industry. I have had old properties that they have turned around, while I was able to focus on more revenue related aspects of the hotel. I also opened a brand new hotel that they were able to assist me in opening in the clean up aspect and are now also serving me in the housekeeping department. They have maintained the standards of our brands and have done a great job in the upkeep of the property.”

It is these kinds of partnerships between Jani-King and its clients that have proven so successful over the years. Wenda Westendorp and her team of managers and front-line staff are changing the way hotels in Alberta meet their housekeeping challenges.

To learn more about how Jani-King can assist your property, give Wenda a call directly at 403-259-0044 or visit the company online at www.janiking.ca.

ADVERTISING FEATURE alberta hospitality | 25


Alberta and BC are experiencing the most rapid increases in the number of temporary foreign workers (TFWs) of any province in Canada, according to federal government statistics. The now Ministry of Citizenship, Immigration, and Multiculturalism Canada (CIMC) recently released figures showing that, as of Dec 1, 2007, there were 37,257 temporary foreign workers in Alberta; an increase of 68.5% in one year. In the last two years, the number of TFWs in Alberta has risen by 135%, from 15,836 in 2005.

The AHLA knows that sourcing talent for the hotel industry is a never-ending task. In order to address this challenge, in 2002 the AHLA began the TFW pilot project to explore the feasibility of foreign workers as a solution to the labour shortage in the hospitality industry. The pilot project involved providing comprehensive support to participating member properties. Support included reviewing Labour Market Opinion (LMO) applications, and working closely with government departments on behalf of AHLA members. The first foreign worker to successfully arrive in Canada from the Philippines was the result of a highly collaborative process that took two years from start to finish.

Since then, the application processing times have decreased immensely, allowing the AHLA to see over 1,000 temporary foreign workers recruited by our members, most of them from the Philippines. With the success of this pilot, it was clear that partnerships with both the provincial and federal governments as well as international recruitment agencies have proven to provide a valuable alternative recruiting strategy for AHLA members.

To continue this collaborative effort, the AHLA has agreed to participate in a new pilot project. Mexico, the Canadian government, and four participating provinces including Alberta, BC, Manitoba, and Quebec will be working with TFWs from Mexico within two industry sectors: construction and tourism/hospitality. The unique feature of the pilot is that the Mexican National Employment Service will play a role in identifying the eligible candidates for employers, who will then make the final decision regarding potential workers.

The pilot will focus on occupations in highest demand in the two industries in each province. Within the accommodation industry, the occupations of front desk clerk and housekeeping room attendant have been confirmed,

canada-mexico labour mobility pilotHUMAN RESOURCES

by Terri Harris

and in the food and restaurant industry, cooks, kitchen helpers, and food counter attendants have been approved for foreign workers. Human Resources and Social Development Canada (HRSDC) and Citizenship, Immigration, and Multiculturalism Canada (CIMC) will continue to process requests for LMOs and work permits in a timely fashion.

The pilot will allow for workers to receive up to a two-year work permit (consistent with the LMO). Employers will still be required to seek a positive LMO from HRSDC/Service Canada, and workers will still need to apply to CIMC for a work permit. Albertan employers will be asked to absorb the costs of return airfare for each TFW, English testing, medical assessments, and work permits in exchange for their participation in the pilot. The Mexican government has agreed to provide a diligent screening process and is also expected to test for a Canadian Language Benchmark (CLB) level 4. The Canadian government, Mexico, and participating provinces will also ensure that Mexican workers are made aware of their rights, the resources available to them, and their responsibilities during their stay in Canada.

In the first year, the objective is for 2,000 workers, split evenly between the four participating provinces, to be identified through this initiative. Alberta can therefore expect to receive approximately 500 workers divided between the two sectors with 250 for the tourism/hospitality industry.

An initial meeting with all participating stakeholders and the Mexican government took place in December, and by spring 2009, AHLA member properties that have already been selected to participate in the pilot should begin to see workers in their establishments.

This pilot project is expected to run for two years and an evaluation process will follow to determine what worked and what didn’t. The AHLA will share additional information with our members as the pilot evolves.

Terri Harris is the HR & Certification Consultant for the AHLA. For more information on hiring foreign workers, contact the AHLA at 780.436.6112 or toll free at 1.888.436.6112.


THE SUTTON PLACE HOTELEdmonton

PROFILE

It’s hard work to turn a property into a revenue-generating industry leader, but that’s just what the Grande Hotels Group did when it acquired The Sutton Place Hotel, Edmonton in 2003. At the time, the hotel was operating under the Sheraton name; prior to that, it had been a Hilton, and before that, it was a Four Seasons. In its short 30 years, the property had slipped and slid through three brands - but it looks like the Sutton label will stick this time. That’s because The Sutton Place Hotel, Edmonton has an ace up its sleeve: a strong leader with a passionate commitment to making his property a great place for its employees.

General Manager Richard Wong calls himself a bit of an industry rarity, having climbed the entire length of the ladder leading to GM. He started on the bottom rung, schlepping bags at Le Meridien Vancouver when it opened for Expo 86. By the time Le Meridien was brought into the Grande Hotels fold in 1988, Wong was a bell captain, and soon after he advanced to guest services concierge. “I pretty much moved to a new position every year thereafter,” Wong says. Once he reached management, Wong moved around with Sutton - Toronto, Chicago, California - steering properties through transitions with his steady hand.

by Alex Van Tol


Now, happily ensconced in the Edmonton property since its acquisition, Wong has turned his attentions to enriching the success story of his hotel. Having worked his way through the system means Wong brings a deep-rooted understanding to the hospitality business. “It gives you a broader perspective of what happens at different levels,” he says. And with 26 managers in various departments to oversee, that perspective is essential to creating an atmosphere where employee relations can flourish. “My trajectory serves as an inspiration,” says Wong, noting that hospitality is one of the few industries where workers can grow their careers in this way. “We promote from within.”

The focus at The Sutton Place Hotel, Edmonton is on its people, and for good reason: “We want to make sure we have a comprehensive employee relations program that addresses the workplace environment in an atmosphere of tight recruitment and retention,” says Wong. A past winner of the AHLA’s Workplace Hospitality Employer of Excellence and Leadership (WHEEL) award as well as the designation of Employer of Choice for 2008, The Sutton Place Hotel, Edmonton recognizes that its staff are its number one resource, priority, and concern. Wong notes that this year, employee turnover is down about 20%. “Our employee relations program is a real benefit,” he says. On last year’s employee survey, hotel staff listed communication as an area in need of attention. Under the new program, this year’s satisfaction rates have jumped to 97%. “We also implemented an Ambassador Program,” explains Wong. “We identify people who speak different languages or who might want to move into HR, for example, and they work as Ambassadors to help new hires.” Assisted by their Ambassador, new staff become acquainted with Wong over the course of several face-to-face meetings, and are brought up to speed with regard to hotel standards, expectations, and what’s happening in their departments.

A program called GM Information also contributes to the team atmosphere. Every quarter, Wong arranges a series of informal briefings where he addresses small groups of staff about everything from the challenges facing the hotel to the success stories that employees can really connect to. “All the employees want to come,” says Wong. “It’s an opportunity to informally ask questions.” And questions are welcome, he explains. “My door is always open and there’s no protocol. My job is to manage the number one resource - our employees. Number two is our customers, and number three is the property.” It’s a formula that works: The Sutton Place Hotel, Edmonton boasts myriad housekeeping and menu awards, employment and service excellence awards, and recognition as an outstanding venue and banquet facility… to name a few.

Looking after its own also confers advantages that extend beyond recognition: investing in good equipment and programs to help employees do their jobs to the best of their abilities in turn benefits the bottom line. For example, employees can purchase non-slip shoes at a reduced price as well as take advantage of purchasing partially subsidized public transit passes, a gesture which serves not only to reward hardworking staff, but to reduce insurance costs. Wong has hired a new manager to implement a program called the Quality Assurance Award, an 82-point checklist of things that need to be perfect in every guestroom. “We pay $100 to staff that achieve a high rating,” says Wong. “It’s a successful program. It costs a bit, but at the end of the day it has paid good dividends.”

Wong takes advantage of AHLA programs to enhance his staff ’s qualifications and his property’s profile. “The AHLA provides a wonderful support to hotel organizations big and small. Their programs are beneficial to partners, owners, and operators in Alberta,” he says. Participating in numerous AHLA programs such as Gold Key, health and safety programs, educational scholarships, wage and salary analysis, and housekeeping and menu awards programs is a way for The Sutton Place Hotel, Edmonton to demonstrate its commitment to both its staff and its clientele.

It’s a clientele that Wong understands well. The hotel’s downtown location is key for business types, as is the advantage conferred by the pedway system connecting the property to five office towers and a shopping plaza. A unique promotion is the Sutton Prestige client recognition program, which Wong himself introduced to the company. Sutton Prestige helps to brand the hotel as a premier property and reminds guests of the value proposition, convenience, and boutique nature of the hotel.

And then there’s the Thursday and Friday night Chocoholic Buffet that the hotel is renowned for. What exhausted business traveller wouldn’t want to wrap up a busy week with a glass of wine and a plateful of Callebaut? “Our primary customers are corporate and government,” says Wong. “We have invested $7.5 million in our product, bringing this property back up to a standard that these two segments would enjoy.”



FEATURE

It’s difficult to pinpoint the exact moment when the faddish wrappings fall away from a movement and it simply becomes a new way of thinking, but it’s safe to say that when we consider the push toward greater environmental responsibility, we’re well past that moment. Successful hoteliers know this. They knew it years ago, and began incorporating aspects of environmental stewardship into their practices long before the first whiff of it entered mainstream conversation. Treading lightly on the earth is a theme that’s going to stick around - and even intensify - in the hospitality industry over the coming years.

by Alex Van Tol

Environmental Policies that Benefit GuestsTHE GREEN CARPET



THE GREEN CARPET

“If people are waking up to the fact that they don’t like to be surrounded by the smell of smoke, it should come as no surprise that other scents are worth considering too.”


guests, and one that carries marketing weight.

If people are waking up to the fact that they don’t like to be surrounded by the smell of smoke, it should come as no surprise that other scents are worth considering too. After all, it’s nice to enter a room that smells clean, but not like Javex. Using gentle cleaners is responsible environmental practice and it’s easier on guests who might have chemical sensitivities. At Aspen Whispers B&B in Hinton, owner Marilyn Campbell employs down-to-earth cleaning agents like vinegar, water, and baking soda for most of her cleaning needs. Biodegradable agents are used for every other purpose. Campbell uses unscented laundry soap to avoid problems for guests who might have sensitivity issues, and she air-dries laundry whenever possible. “Environmentally friendly is just my lifestyle,” says Campbell, who also serves fair-trade coffee and provides locally sourced handmade soaps for her guests. “It’s natural to do the same for my business. I just keep adding things that I think people will enjoy.”

Let’s take a look at several properties that have implemented environmental practices that provide a direct benefit to guests. Whether it’s offering something as simple as fair trade coffee each morning or hosting an eco-friendly convention for hundreds of delegates, read on to get a sense of how other places are pleasing their guests with policies that also do right by the earth.

In 2006, the Marriott brand applied a smoke-free policy to all of its lodgings in Canada and the US, explaining that the vast majority of guests prefer to play and stay in a non-smoking environment. Marriott says that the policy underlines the company’s commitment to environmental responsibility, and they’re not alone. Joining them in the leap to 100% non-smoking are numerous other properties like the Days Inn Downtown Edmonton, the Jasper Inn Alpine Resort, Starwood’s Westin Hotels, the Best Western Cold Lake Inn, The Fairmont Banff Springs, and the Sheraton brand. Staying in a fresh-smelling room is an attractive option for

At Aurum Lodge in Nordegg, the meaning of chemical-free is kicked up a notch. The lodge itself was constructed from toxin-free materials: no OSB, no foams, no wall-to-wall carpeting with its accompanying offgassing, no plastic or vinyl products, no oil-based or tar-based products, and nothing containing fungicides or pesticides. “As a result,” describes owner Alan Ernst, “the lodge is a ‘healthy house’ where guests with chemical sensitivities should not experience any negative effects.” Nor, for that matter, should the environment.

Now that we’ve cleared the air, so to speak, let’s take a closer look at how guests can derive benefits from a property’s environmentally responsible policies. No one is going to argue the fact that The Fairmont Chateau Lake Louise is a clear leader in the field of sustainable practices. In 2001, the hotel made an agreement with Parks Canada to monitor its environmental impact so that the net negative impact of the hotel and conference centre’s operations is zero. (You read


THE GREEN CARPET


that right: zero.) Take, for example, The Fairmont Chateau Lake Louise’s innovative Eco-Meet program. Billed as a green meeting and conference planning option, Eco-Meet offers environmentally friendly options for accommodation, F&B, service, and programming. “The program has many options that allow a meeting planner to reduce the impact of their conference on the environment,” notes Environmental Systems Manager Jackie Budgell. Not just limited to sustainable practices in accommodations, Eco-Meet includes dining options such as local, sustainable, and organic ingredients, and responsible seafood. If conference delegates require an airport shuttle, the hotel puts them in touch with a company whose vehicles are powered by biodiesel. Food and beverage services are free of disposable items, instead making use of linen napkins, china, and silverware. Event services are paperless wherever possible, meaning whiteboards instead of flipcharts, emailing contracts, and employing an electronic paperless check-out.

Environmentally responsible programming is another benefit The Fairmont Chateau Lake Louise offers visitors - corporate and leisure crowds alike. Canoeing, snowshoeing, cross-country skiing, ziplining, and even hiking with The Fairmont’s own accredited Mountain Heritage Guides are just a few of the ways guests can get in touch with nature. Last July, the hotel added a new member to its roster of guides. “His name is Sonny,” explains Budgell. “He is a three year-old yellow lab, our Director of Pet Relations.” Guests can make an appointment with the concierge to take Sonny for a stroll along the lakeside trail.

Interpretive environmental programming is a value-added proposition for guests, and it goes a long way to making a stay memorable. Just north of Hinton at Rocky Mountain Escape, owner/operator Laura Rutter aims for minimal environmental impact. In addition to solar-powered cabins built from locally-harvested logs, Rutter builds the experience around the outdoors, offering interpretive programs “that include informal instruction regarding our environment and its inhabitants.” At Aurum Lodge, Ernst and his team go out of their way to recommend low-impact, human-powered activities to their guests. They offer discounts for term stays, recognizing that longer stays reduce environmental pressure, and they’re not afraid to turn away business that would have an adverse impact on their area. “We partner with outfitters and operators that share our philosophy and do not engage in or promote environmentally damaging or polluting activities in the region.”

As Ernst points out, the tourism industry tends to change its surroundings by creating extra pressure on the environment. So by keeping the needs of that same environment front and centre in your policies, you’ll naturally offer programming and amenities that are attractive and beneficial to your clientele. And that’s a bottom line we can all live with.

The Fairmont Chateau Lake Louise has an innovative program that uses Sonny to escort guests on walks around the lakeside trail.


As the Olympic Torch Relay winds its way through 73 Alberta communities next winter enroute to the 2010 Olympic Winter Games, the eyes of the world will turn to Western Canada and one of the biggest media events on earth. Not only is the lead up to the Olympic Games rekindling the pride of Albertans who hosted Canada’s first Olympic Winter Games, but it is a unique opportunity to once again position Alberta as one of the world’s premier tourism destinations.

Travel Alberta and Alberta’s Olympic Secretariat have been working for months to develop and implement a strategy to maximize that opportunity, which was formalized in 2007 with the signing of a Memorandum of Understanding between the government of Alberta and the organizers of the 2010 Olympics.

The Olympics and the Paralympic Games that follow, however, are not just about the Games themselves. They are about worldwide profile and relationships that are renewed and continue long after the Olympic flame is extinguished.

Albertan athletes and artists draw the media’s attention to the importance of sport and culture in our province. The government of Alberta has invested millions to maintain and improve the Olympic-class facilities that hosted the world in 1988 and continue as venues for World Cup and other international events in all Winter Olympic disciplines. Alberta, working with the Calgary Olympic Development Authority, has helped to secure high profile World Cup events in the period leading up to the Games. Those investments are paying off today - inspiring future generations of Albertans and athletes from around the world.

In 2007, Travel Alberta and six national winter sport organizations created a landmark marketing partnership designed to promote Alberta as a premier international winter sports destination. World Cup events in Alberta are televised internationally including our key markets in Europe, capturing the attention of more than one hundred million viewers over the 300 broadcast hours each winter. Through increased signage, marketing opportunities, hosting, and numerous other initiatives, Travel Alberta leverages international television coverage to promote the province as a tourism destination.

Travel Alberta is bringing its international networks and marketing expertise to help Alberta’s tourism industry create business opportunities using sport and culture. A recent project involved four 1988 Olympians from Germany who were invited to Calgary and Lake Louise to celebrate the 20th anniversary of the Lake Louise Alpine World Cup. They were accompanied by an entourage of German sports media who used the story in their World Cup coverage. The event also provided an opportunity for Travel Alberta and the Canadian Tourism Commission to include the story and video footage in their pre-Olympic media relations initiatives. This is but one example of the many media relations programs underway in the period leading up to the Games themselves.

Alberta will have a significant profile in Vancouver in 2010. Alberta House, located immediately across the street from BC Place, will be the centre of action. It will provide a venue for Alberta to showcase our famous western hospitality and create the opportunities for strategic relationship building with key business, tourism and media representatives attending the Olympics.

Alberta will also be able to showcase larger groups and gain significant branding opportunities and strategic alliances, especially with other Olympic

sponsors, at Alberta Station, the current Rocky Mountaineer train station.

Also working with Rocky Mountaineer, we have secured the Whistler Mountaineer as Alberta’s train during the Olympics, providing a unique VVIP experience for the guests of Alberta and our strategic partners as they travel to Whistler for that part of the Olympic experience.

Albertan artists and performers will also be profiled as an important part of the Cultural Olympiad, a popular and very visible part of all Olympic Games.

So when the Olympic Torch Relay reaches Alberta with the international media in tow, the excitement will truly begin. Only the 2010 host province, BC, will enjoy the torch longer than the Alberta itinerary that includes 73 communities and will feature 17 formal celebrations.

This is the opportunity for Alberta’s hospitality and tourism industry to showcase all we have to offer winter sports and vacation enthusiasts all around the world. It truly is a “road to gold” for Alberta and we are positive that there will be gold for those in Alberta’s tourism industry who wish to partner with us in our journey to leverage Alberta’s Olympic legacy.

Klaus Roth is Travel Alberta’s Portfolio Manager, Americas and Olympic Tourism Marketing Strategies.

leveraging alberta’s olympic legacyTRAVEL ALBERTA

by Klaus Roth


FEATURE

The 1986 grand opening of the Fantasyland Hotel at West Edmonton Mall marked a major milestone in the development of the hospitality industry in Canada. The mall - officially the largest shopping centre in the world until 2004 - is a major tourist attraction and the Fantasyland Hotel is the best place for tourists to stay. However, what makes this hotel unique are its special “theme rooms.” From romance to cowboy chic or Hollywood glamour, these ever-popular rooms offer patrons a much-needed getaway to a fantasyland of their own, if only for a night or two.

by Terri Perrin

Turning Bright Ideas into Successful EnterprisesINNOVATION



INNOVATION

“While it is one thing to come up with a new hotel concept, it can be a formidable challenge to see your vision through to completion.”


a piece of land to build your dream project. (Few municipalities would support development of a hotel that looks like something from the Las Vegas hotel strip.)

When Larry and Terri Cameron, owners of the Prairie Creek Inn, made the decision to leave the city and open an inn in central Alberta, they soon discovered that finding the right location was a formidable challenge. “We wanted our inn to be an upscale rural retreat, so trees and proximity to water were a must,” explains Terri. “It also had to be equal distance from Calgary and Edmonton, so we could attract clientele from both cities.”

After two years of searching, the Camerons found suitable property south of Rocky Mountain House, in west-central Alberta. Nestled among towering spruce and a stone’s throw from Prairie Creek, it was the ideal location. A relatively new 2,800 sq ft barn on the property could be renovated into an executive-style guesthouse. It was perfect. “You’d be amazed at what you can

“When Fantasyland Hotel was constructed it was, by far, the most adventurous and unique hotel development in North America,” explains General Manager Barry Zwueste. “In addition to coordinating the construction and decorating of all the traditional hotel amenities, the theme rooms presented a unique set of challenges. When building the truck theme rooms, for example, authentic full-size pickup trucks had to be lifted with a crane and moved into the rooms through the window openings very early in the construction phase. That’s not something you need to consider with your average hotel project!”

While it is one thing to come up with a new hotel concept, it can be a formidable challenge to see your vision through to completion. You may have a brilliant idea but not be able to find a community or municipality that will allow it to be built. Architectural guidelines, building codes, and even Alberta’s climate are all factors that must be taken into consideration long before you purchase

do with a barn!” suggests Terri.

“We were surprised when we were initially faced with concerns from some of our new neighbours,” recalls Terri. “I think they were afraid we were going to make a tourist attraction with noisy all terrain vehicles or something. Once we explained our concept of developing a relaxing getaway and executive retreat, Clearwater County was very accepting. They saw it as an excellent tourist draw to the West Country region.”

The next biggest challenge for the Camerons was financing. Despite the fact that they had been successful in getting a building permit for a 25-room inn, lenders were overly cautious. “The banks view this type of business as risky, and don’t really understand the difference between a hotel and an inn, maybe because there are so few of them in Alberta,” adds Terri. “An inn like ours attracts a select but growing niche of people who want smaller, more personalized accommodations. Our guests want luxury, privacy, a great breakfast,


The Prairie Creek Inn, Rocky Mountain House

INNOVATION


and a whole lot of pampering. We run very lean and mean and focus more on achieving higher room rates than occupancy rates. For us, it’s all about the room, the hospitality, and providing people with a perfect retreat from their day-to-day stresses. Getting financiers to understand our business and its potential in Alberta has been tough. So, for now, we have an executive cottage and two luxury suites, however, we have big plans for more as funding becomes available.”

Jennifer Whalen, General Manager at the new Fox Hotel & Suites in Banff, says that the location wasn’t a problem. The company had purchased land once occupied by a diner. The original building was demolished so they were working with a clean slate. However, because the proposed development would be located in the town of Banff, strict architectural guidelines had to be followed. The building is designed to “capture the natural and historic elements of Banff National Park.” The roofline emulates the jagged Rocky Mountains and both the interior and exterior feature an abundance of beautiful rundle rock stonework. Waterfalls and wooden accents bring the natural elements from the outdoors into the lobby. However, what sets this hotel apart from others is its grotto-style hot pool inspired by the original Cave and Basin Hot Springs. “A lot of effort went into planning this extraordinary feature,” explains Whalen. “It took many tries before the rockwork was The Fox Hotel & Suites, Banff


INNOVATION

perfected. We wanted it to look authentic, as if we found it here and built the hotel around it, not like something from a Flintstones cartoon! Fortunately, our craftsman was as much of a perfectionist as we were. The end result is a facility that is so ‘true to life’ many guests think the hotel really was constructed around a natural hot spring!”

“Building a hotel during Alberta’s recent construction boom was a true test of patience,” according to Whalen. “We were fortunate that due to our affiliation with Banff Lodge & Company, we had an excellent rapport with suppliers and contractors. Still, we had to open the hotel in phases and we faced numerous challenges. The sofa beds, for example, arrived before the elevator was operational. We had to carry them up four flights of stairs. Without a doubt, the early days were tough, but I enjoyed the construction phase and now I get to enjoy the finished product every day at work.”

The Delta Banff Royal Canadian Lodge, considered to be a quintessential Canadian lodge, was constructed in 2000. It was built on the site of the former Evergreen Hotel, which boasted a feature that is commonplace in many areas but a rarity in Banff - an outdoor pool. Faced with the same architectural controls, builders of this Charlton Hotel embraced the challenge and created a grand facility.

“We demolished the Evergreen to build the new hotel, but we worked hard to preserve its historical look and horseshoe configuration, with the pool in the centre,” explains owner Wade Charlton. “The most outstanding feature of the new design is the spacious lobby. High vaulted ceilings, a massive stone fireplace, and an abundance of original Canadian artwork create a luxurious and welcoming home ambiance.”

The Canadiana theme, successfully incorporated throughout the entire hotel, is evident in everything from room décor to menu items. Not only does it look Canadian, much of it is. Designers worked hard to source and purchase Canadian-made items whenever possible, and still maintain this commitment eight years after the hotel’s initial opening.

“It’s not enough to build a unique hotel,” adds Charlton, “You need to establish a maintenance program that removes and replaces worn items - rather than patching things up - to ensure you retain your initial vision. While this is not necessarily a challenge, it is a major concern to ensure the quality of the facility is kept to the highest standards.”

Julian Koziak, President of Chateau Louis Hotel & Conference Centre in Edmonton, agrees and says that renovations and upgrades are ongoing at this 32 year-old European-style boutique hotel with a French provincial theme. From the elegant “porte cochere” that graces the entrance to the flat screen TVs in guestrooms, every aspect of the hotel is under constant scrutiny. “You have to keep up with changing times and be aware of the needs of your clientele, yet still maintain the quality and ambiance that made your hotel unique in the first place,” adds Koziak. “In addition to regular maintenance, for example, we recently added a wedding gazebo and a hospitality suite with a rooftop garden. We also developed a games room and opened a liquor store that features one of Canada’s finest selections of single malt scotch and imported beer.”

While all of these properties are exemplary examples of creativity, innovation, and foresight, they are just some of many unique hotel/hospitality concepts in the province. They all stand as a testament that not only can you still dream up new concepts in hotel design, you can dream big. If you build it - and you build it well - the people will come.


It started as a simple idea - what if there was one place where you could touch and see firsthand all the latest and upcoming technologies for the hotel industry? Hospitality Financial and Technology Professionals ran with that idea and created a “museum of future technologies” - GUESTROOM 20X.

Gaining international notice since its inception in 2006, GUESTROOM 20X has featured many examples of technologies that will have a major impact on the guestroom and hotel in the future, including radio frequency identification, IPTV, voice recognition, three-dimensional televisions, sensory stimulation, wireless features, water therapy, and green technologies.

Throughout the years the exhibit has been on display, GUESTROOM 20X has found distinct trends that are shaping future in-room technology.

Just like Home - or Better

When travelling, guests want their rooms to be as nice - if not better - than their homes. If they are paying to sleep away from home, they want a comfortable base of operations with a variety of technologies that are

simple to use. That means hotels are utilizing new technologies like flat screen televisions, television programming, access to favourite music, and more.

Hotel rooms with bulky old televisions “hidden” away in armoires are an instant giveaway to how long it’s been since the rooms have been updated. Now that high definition televisions are more commonplace in homes, hotels are also trading their old televisions for flat screens.

Soon hotels will also be installing special televisions like Sony’s OLED Digital TV, which is about 3 mm thin and produces picture quality with high contrast, brightness, colour reproduction, and rapid response time.

Today, people don’t just travel with a suitcase full of clothes - they also drag their collection of electronic devices. Luckily, there are some great new technologies that make it convenient for guests to use their laptops, cell phones, and MP3 players without the awkward burden of bringing their accessories.

Charge pads, like the Powermat or WildCharger Pad, wirelessly recharge electronic devices without the mess of cords. MP3 player adapters and wireless speakers in rooms will also be commonplace soon, allowing guests to personalize their stay and interact with their room at the same time.

GUESTROOM 20XTECHNOLOGY UPDATE

by Frank Wolfe

Announcing the Western Hospitality Insurance Program (WHIP)!

The Alberta Hotel & Lodging Association (AHLA), in partnership with HED Insurance and Risk Services (HED), is pleased to introduce an exciting new Protected Self-Insurance Program (PSIP) for AHLA members.

E� ective December 1, 2008, the Alberta Hotel & Lodging Association (AHLA), Saskatchewan Hotel & Hospitality Association (SHHA), and Manitoba Hotel Association (MHA) have joined together to create the largest hospitality program in Canada known as the Western Hospitality Insurance Program (WHIP). This program will enhance the key bene� ts associated with the present provincial PSI programs.

How Will You Bene� t?Participation in the new Western Hospitality Insurance Program will provide you with the following bene� ts:

Immediate signi� cant savings o� present premiums;

Potential for future program rebates;

Full coverage reviews and access to a comprehensive blanket limit policy;

Self-insurance fund pays a portion of claims each year: insurer pays excess claims with the balance of fund after claims belonging to insured members;

Long-term rate stability;

Loss prevention and risk management assistance.

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Justin Friesen1-800-665-8990 ext. 7211 [email protected] www.hedinc.com/ahla


Green Technologies

“Going green” has taken over our social conscience to be environmentally aware and in the process has impacted many hotels’ bottom lines by saving energy, labour and money. It’s become such a hot topic in the industry that this past year GUESTROOM 20X highlighted green technologies in the exhibit with a special “green” symbol.

This year GUESTROOM 20X demonstrated Philips’ SmartPower² TV, which consumes nearly 50% less power than normal LCD HDTVs. The television includes a light sensor that measures room lighting levels and dims the backlights to provide viewability at the lowest power level tolerable. Also featured is Control4 Suite Systems, a device that offers environmental advantages by streamlining the room. It controls lighting, temperatures, and electronic devices in one location, so guests can customize their stays and save energy for the hotel when they are not in their rooms.

User-Friendly Convergence

Converging to IP has the hospitality industry buzzing. IP technology allows hotels to customize the guest’s in-room experience with colourful and interactive display screens, restaurant menus (on and off property), the ability to check airline flight status or set a “do not disturb” notice, and more. Basically, take all the paper pamphlets in the room and make them digital. Over the years GUESTROOM 20X has showcased various IP systems, like Infosys’ Virtual Concierge and Quad Play Hotel Technology Suite by Nevotek, which are user-friendly and appealing to guests.

The beauty of IP technology is that not only does it enhance in-room features, it also improves the back of the house. Staff can use VoIP to communicate through e-mail, phone, voicemail, fax, video, IM, and more.

In-room technology trends show that properties need to adapt to what guests are coming to expect from hotels – the same comforts as home, consideration for the environment, and user-friendly technologies. The guests of the future will want to watch their local television broadcast from their guestrooms in their languages (regardless of where they live), while accessing their office network and listening to their favourite songs…all at the same time.

Frank Wolfe, CAE, is the CEO of Hospitality Financial and Technology Professionals (HFTP), and he was assisted by Katy Walterscheidt, Communications Specialist for HFTP. For more information about GUESTROOM 20X, visit www.guestroom20x.org.

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FEATURE

Historically, accommodation properties have been considered a risky investment for most commercial lenders. However, the past few years have proven that the hotel industry is a lucrative and active market, and lenders - both traditional and non-traditional - have been increasingly more competitive for this business. Who are the players in hotel financing? Essentially, lenders can be categorized as either portfolio lenders or conduit lenders. The former represents the traditional lender who originates the mortgage loan and holds onto it on the balance sheet through the maturity of the term. On the other hand, conduit lenders or Commercial Mortgage Backed Securities (CMBS) lenders will originate the commercial mortgage with the intention of securitizing the loan and arranging it into asset pools, which are classified into different bond classes, with the final aim being to sell these pools to investors in the open market.

by Russ Reynolds

What are the Lenders Looking For?HOTEL FINANCING



“... it often makes sense to approach the lender that handles the hotel’s day-to-day banking needs first.”


Traditionally, portfolio lenders have been the primary players in the hotel lending market, however the usage of conduit lenders has continually increased and they now play an important and competitive role in long-term hotel financing.

Lending institutions such as national banks have traditionally been very conservative with hotel financing due to the perceived associated risks of a hotel operation. Factors that made lenders hesitant included the typically large amount of the loan, the relative unfamiliarity of a hotel investment compared to other commercial properties, the hotel market’s high sensitivity to external economic factors, and the fact that hotels were viewed more of a business as opposed to real estate. This was particularly true when it came to financing new construction. New construction of a hotel was definitely viewed as a higher risk and more speculative than the purchase of an existing hotel with a positive cash flow history. A borrower would most likely look at several separate lenders to finance the project at different phases of construction. This alleviated risk for the lender and made it more likely that the project would be financed.

However, with the accommodation industry proving to be a lucrative and extremely active market with its continual expansion and investment, lenders have become more competitive for this business in recent years. This has resulted in lower point spreads, higher loan-to-value (LTV) ratios and more flexible terms. Some people in the industry claim it is typical to see pricing in the range of 200-250 basis points over the corresponding Bank of Canada

rate, which is on average 100 basis points more than other commercial real estate backed mortgages. LTVs, which were once 50%-55%, have increased to 65%-75% as lenders have become more familiar and confident in the hotel market in general.

In negotiating terms, mortgage lenders may drop the point spread and increase the LTV depending on the client’s relationship and financial status. Personal guarantees are almost always required and the lender will be seeking to expand services provided. For this reason, it often makes sense to approach the lender that handles the hotel’s day-to-day banking needs first. A 1% placement fee is typical on the principle amount of the mortgage.

What are lenders looking for when it comes to hotel financing? First the lender must identify the type of hotel property they are looking at. Unlike other real estate investments, hotels range in size, type, and cash flow sources. Furthermore, there could be different ownership and management structures, which result in different lending terms. Here is a simplified breakdown of typical hotel properties found in today’s market:

Full service hotels - These are properties that offer a full range of facilities including food and beverage outlets, fitness centre, pool facilities, meeting rooms, and possibly a business centre and gift shop. Full service hotels have several income sources, thus lenders often see them as less risky because they offer income diversification. If not already flagged, most lenders will insist on a national chain before providing financing. LTVs up to 70% are available, although 65% is typical.


HOTEL FINANCING

42 | alberta hospitality42 | alberta hospitality

quarter share ownership structure, which basically allows for individual or proportionate share of the unit. There is typically a rental pool, which allows hotel management to rent out rooms. This structure is popular in resort destinations where many people would want to regularly visit, such as Kelowna and Parksville. Financing for these property types closely resembles typical residential loans, however, some lenders prefer not to lend to these property types because of the rental pool structure. LTVs and interest rates will be dependent upon the individual’s personal financial circumstances. Some developers offer short-term cash flow guarantees, however, most lenders pay little heed to the project’s incentives to purchase.

In general, the lender is looking for certain key elements, regardless of the type of property being considered:

Financial Information - Typically a minimum of three years of complete financials showing the hotel’s cash flow is required. The client must provide the lender information to support that they are solvent and the investment is sound. The lender wants to see that the hotel is in a good financial position with positive cash flow, or at least experiencing a positive trend with their cash flow. This is especially important for new hotels that may not be showing positive cash flows yet. Therefore, it is crucial for the lender to see that there is a definite positive trend and that growth is being experienced. A budget and/or proforma may also be required.

Location - Lenders will look more favourably at a property located in a busy metropolitan city than one situated in a quieter rural town. Hotels are extremely sensitive to traffic levels and business activity, therefore it is more likely that the same hotel would perform better in a metropolitan city as opposed to a quieter town. Furthermore, the economic status of a region in

HOTEL FINANCING

Limited service hotels/motels - These properties are primarily reliant on room revenue for the majority of their income. On-site facilities and amenities may include a breakfast room (complimentary breakfast offered), business centre, and in-room amenities such as a kitchenette. Overall, limited service properties are typically the most efficient of accommodation properties providing the highest net profit levels and a safe mortgage risk. A national franchise will likely be required by most lenders. LTVs up to 75% are available, although 65% is typical.

Beverage hotels - Beverage hotels are properties that have a strong food and beverage component that generates the majority of their revenue. There are some rooms available on-site, however, in this case they are considered ancillary to the main operation, which would be the food and beverage component. Typically the food and beverage facilities are liquor establishments such as pubs, nightclubs, and lounges. For lenders this property type is less desirable, commanding LTV maximums of 50% with higher interest rates. This property type is often not flagged and represents a high lending risk due to the large degree of non-realty business value. Lenders prefer that the non-room revenue sources are leased out to a third party.

Resorts - Resorts are basically full service hotels with more expansive on-site facilities including a larger health centre, full service spa, usually more upscale food and beverage facilities and perhaps larger banquet space. Location is the key to their definition as resorts with backdrops ranging from the mountains in Whistler and Sun Peaks to waterfront locations such as the Okanagan and Tofino. Resorts are considered somewhat higher risk with LTVs of near 50% and a slight premium in terms of interest rates.

Strata/quarter shares - These properties are sold as part of a strata/


general will influence the lender. For this reason, Vancouver is always going to be a preferred lending environment for properties. The further your property is located from the city of Vancouver, or similar metropolitan city, the lower your LTV will be and the higher your interest rate will be.

Flagship/Branding - Is the property operating under a well known brand? The lender would be more confident in lending to a hotel that is operating under a well known flagship/franchise versus a non-flagged hotel. The flagging gives the lender confidence, knowing that the hotel has a strong marketing program with greater market exposure. It also provides some guarantee that the property’s physical condition will be maintained and meets a required standard consistent with the associated brand. In general, a franchise arrangement will result in a higher LTV and a lower interest rate.

Client relationship - The relationship between the client and the lender is an extremely important factor in the negotiation of mortgage terms. The lender is more inclined to work with a pre-existing client that may have other business with the bank than a new client. The lender has more incentive to offer competitive rates and terms on the hotel mortgage in order to keep the existing client happy and more importantly keep their business at their bank. Depending on the status of their existing accounts with the bank, the lender may be able to offer more favourable point spreads, longer mortgage terms, and even higher LTV ratios.

Client background - The client’s existing business could also sway the lender in either direction. For instance, if the client had several other solvent businesses that could cover the hotel debt, if there were to be particularly poor year, then the lender would be more confident to lend.

However, if the other existing businesses were considered to be risky or continually “in the red”, the lender would be less inclined to lend as they could be considered as a money drain on the hotel. Of course, the client’s overall reputation is a key factor in the lender’s overall willingness to work together.

Hotel revenue sources - A hotel with diversified revenue sources is most attractive to lenders. Higher income sources could offset the lower sources during weak periods, essentially reducing risk in terms of overall cash flow.

Market value appraisal - Lenders will usually require an up-to-date market value appraisal by an accredited appraiser (AACI).

Other steps - The borrower should also be prepared to commission an environmental study and possibly a survey, depending upon the location and lender requirements.

If you’re considering purchasing a property or expanding/upgrading, be sure to do your homework first, understanding what commercial lenders are looking for, so that you negotiate the best deal possible.

Russ Reynolds, MBA, AACI, P.App, MAI, MRICS, RI(BC), PLE has been a hotel appraiser in Canada for 25 years and is a senior hotel appraiser with IHA, International Hotel Appraisers Inc. Special thanks to Dave Toynbee of the Downtown Victoria Branch of ISCU, Island Savings Credit Union and My Phung from the Vancouver/Victoria office of IHA, International Hotel Appraisers Inc. for all their assistance related to the preparation and research of this article.

HOTEL FINANCING



Congratulations to the new general managers at the following properties: Emily Broad, Lakeview Inns & Suites, Slave Lake; Cheryl Brookes, Rocky Mountain Bed & Breakfast, Banff; Gord Callaghan, Okotoks Country Inn, Medicine Hat; Cheng Changquing, Frontier Hotel, Coronation; Natalie Cherry, Days Inn Edmonton South, Edmonton; Nora Choi, Didsbury Motel, Didsbury; Mike Crane, Elkwater Lake Lodge & Resort, Elkwater; Charlotte Cronin, Holiday Inn Express Hotel & Suites Strathmore, Strathmore; Allan Damonze, Tel-Star Motor Inn, Brooks; Jillian Dharney, Totem Motel, Edson; Crystal Duchesne, Forestburg Motor Inn, Forestburg; Jason Gamble, Days Inn - Red Deer, Red Deer; Debra Garbutt, Guest House Inn & Suites, Edson; Lilly George, Quality Inn & Suites, Lethbridge; Barbara Gilliat, Alix Hotel, Alix; George Goddard, Dinosaur Trail RV Resort, Drumheller; Rick Hanneman, Elk Island Retreat Ltd., Fort Saskatchewan; Jason Hein, Quality Hotel & Conference Centre, Grande Prairie; Dean Henry, Jasper Place Hotel, Edmonton; Gale Jacobs, Ramada Inn & Suites High River, Drumheller; Karim Jina, Century Casino & Hotel, Edmonton; Henry Kim, Super 8 Motel, Taber; Patrick Kim, Misty Mountain Inn & Suites, Grande Cache; Edward Koo, Whitecourt Inn & Suites, Whitecourt; Lorna Landis, Cereal Hotel, Cereal; Kobbie Larbi, Travelodge Calgary University, Calgary; Peter Leches, Lakeview Inn & Suites, Fort Saskatchewan; Cindy Lefsrud,

NAMES IN THE NEWS

winter 2009

Caledonia Motor Inn, Viking; Amber Lodge, Rundle Mountain Lodge, Canmore; Sapphire Lucas, Ultimate Resorts and Hotels, Canmore; Dyane Lynch, The Gateway Inn/Harvie Heights, Harvie Heights; Samantha MacInnis, Super 8 Edson, Edson; Baldev Mahil, West Edmonton Motor Inn, Edmonton; Dawn Martin, Rimbey Motor Inn, Rimbey; Candice McKenzie, Travelodge Red Deer, Red Deer; Amyn Merchant, Canadas Best Value Inn, Lethbridge; Amyn Merchant, Econo Lodge and Suites, Lethbridge; Fred Mok, Howard Johnson Hotel, Edmonton; Marty Murphy, Days Inn Hinton, Hinton; Victoria Nykolaychuk, Holiday Inn Express Hotel & Suites Airdrie, Airdrie; Pat Porter, Didsbury Country Inn, Didsbury; Judy Richardson, Tamarack Motor Inn and Walking Eagle Inn & Lodge, Rocky Mountain House; Gordon Ross, Frontier Motor Inn, High Level; Maneesh Sah, North Edmonton Inn & Suites, Edmonton; Linda Saunders, Boyle Hotel, Boyle; Ashok Sharma, Athabasca Hillside Motel, Athabasca; Hany Tadros, Staybridge Suites Calgary Airport, Calgary; Terry Thoreson, Sexsmith Hotel, Sexsmith; Patricia Trail, Best Western Diamond Inn, Three Hills; Ian Wilson, Western Budget Motel Leduc #2, Leduc; and Lorena Zigarlick, Wingate By Wyndham, Calgary. Julie Kim is the new owner of Crossroads Motel, Rycroft, and Paul Hong is the new owner of Cardston Flamingo Hotel, Cardston.


The Holiday Inn Palace is now the Sawridge Inn Edmonton South, and Executive Resort at Kananaskis is now the Mount Kid Manor. Best Western Brooks Inn is now Brooks Super 8, Royal Wayne Motor Inn is now Canadas Best Value Inn - Calgary. Ponoka Stampede Trailer Park is now known as Frank Mickey Stampede Trailer Park, and the Deer Park Inn, Red Deer is now Howard Johnson Inn. Fort McMurray’s Advantage West Inns & Suites is now called Vantage Inn & Suites.

Scott Roberts has been named Executive Director of Sales for Coast Hotels & Resorts. Rune Venaas is now President of ASSA ABLOY Hospitality, and Don Jensen has been named Senior Vice President of Sales and Marketing, North America. Minki Basu is Hospitality Channel Sales Manager of Caber Distributors Inc.

After 42 years of service with Fairmont Hotels & Resorts, and 19 years as General Manager of The Fairmont Chateau Lake Louise, David Bayne has retired. As a university student in the mid-1960s, Bayne landed a summer job at the Banff Springs Hotel as a houseman, and then a bellman. When the hotel opened its doors year-round in 1969, he decided to stay on full time, and the hospitality business became David’s chosen career. Promoted to head bellman that same year, he gained experience in various hotel positions as he took on different managerial positions. In 1984, David Bayne was promoted to Hotel Manager at Banff Springs and one year later Bayne was promoted to General Manager of the Chateau Lake Louise. Taking charge of the property in the middle of an incredible restoration and improvement project presented many challenges. After more than 10 years of negotiating and meeting the latest in environmental guidelines, when the new Mount Temple Wing opened in 2004, it was among Bayne’s proudest moments and enduring memories. Best wishes to David in his retirement.

Fairmont Hotels & Resorts will add 3,700 guestrooms to its portfolio as it opens the doors at 11 new or rebranded properties in 2009. These include: Fairmont Beijing, China; Fairmont Battery Wharf, Boston; Fairmont Mount Kenya Safari Club, Kenya; Makkah Clock Royal Tower - A Fairmont Hotel, Saudi Arabia; Fairmont Abu Dhabi Creek, United Arab Emirates; The Savoy, A Fairmont Hotel, London, England; Fairmont Yangcheng Lake, Kunshan, China; Fairmont Nile City, Cairo; Fairmont Zimbali, South Africa; Fairmont Pittsburgh, Pennsylvania; and Fairmont Pacific Rim, Vancouver.

VingCard, a hospitality security provider and part of the ASSA ABLOY Hospitality Group, will supply and install electronic locks on 44 guestroom doors at the Give Kids The World Village in Kissimmee, Florida. Give Kids The World is a charitable foundation dedicated to providing memorable, magical, cost-free experiences to children with life-threatening illnesses and their families.

Congratulations to the Sandman Hotel Group, which announced that all of its Sandman Hotels, Suites and Sandman Signature properties, from Montreal through Vancouver, have earned their Green Key Rating by the Hotel Association of Canada’s Green Key Eco-Rating Program.


2008 housekeeping award recipients

AHLA 43Aerco 36Alberta Gaming & Liquor Commission 39Allstream 19Behrends Bronze 42Best Western International 44BIDMEXICO International 26Coronet Equipment 32G2 17HED Insurance & Risk Services 38Hotel Solutions IFC, 5,11,27Image Distributors 45Jani-King of Southern Alberta 24Mercan Recruit Ltd 33Nanton Water & Soda 9Nora Systems 37Restwell Sleep Products IBCSerta 36Sysco Calgary 8Threshold Financial Technologies BCTravel Alberta 12

ADVERTISERS Winter 2009

••HOTEL ASSOCIATION OF CANADA CONVENTION & TRADE SHOW February 11, 2009 Toronto Hilton hacconference.ca

••AHLA 89th ANNUAL CONVENTION & TRADE SHOW April 5-7, 2009 Lake Louise [email protected]

••2009 HOUSEKEEPING AWARDS GALA April 6, 2009 Lake Louise [email protected]

••RENDEZ-VOUS CANADA May 9-13, 2009 Calgary www.rendezvouscanada.travelC

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TSNAMES IN THE NEWS

A Bear & Bison Country Inn Canmore

Alpine Village Jasper

Athabasca Lodge Motel Athabasca

Baker Creek Chalets Lake Louise

Banff Inn Banff

Bayshore Inn Waterton Park

Bear Hill Lodge Jasper

Becker’s Chalets Jasper

Best Western Airport Inn Calgary

Best Western Calgary Centre Inn Calgary

Best Western Grande Mountain Get-Aways & Hotel Grande Cache

Best Western Heidelberg Inn Lethbridge

Best Western Port O’Call Hotel Calgary

Best Western Regency Inn Airdrie

Best Western Siding 29 Lodge Banff

Best Western Wayside Inn Wetaskiwin

Best Western Wayside Inn & Suites Lloydminster

Best Western Westwood Inn By The Mall Edmonton

Black Knight Inn Red Deer

Bonnyville Neighbourhood Inn Bonnyville

Bow View Lodge Banff

Brewster’s Mountain Lodge Banff

Calgary Marriott Hotel Calgary

Canterra Suites Executive Hotel Edmonton

Coast Edmonton Plaza Hotel Edmonton

Coast Hotel Medicine Hat Medicine Hat

Coast Plaza Hotel & Conference Centre Calgary

Comfort Inn & Suites Medicine Hat

Comfort Inn & Suites - Airport Calgary

Comfort Inn & Suites - South Calgary

Comfort Inn & Suites Red Deer Red Deer

Country Club Inn Lacombe

Crandell Mountain Lodge Waterton Park

Creekside Country Inn Canmore

Crowsnest Mountain Resort & Restaurant - The Lodge Crowsnest Pass

Days Inn - Calgary Airport Calgary

Days Inn - Medicine Hat Medicine Hat

Days Inn & Conference Centre Edmonton Airport Leduc

Days Inn Lethbridge Lethbridge

Delta Calgary South Calgary

Delta Edmonton Centre Suite Hotel Edmonton

Delta Lodge at Kananaskis Kananaskis

Dunvegan Inn & Suites Fairview

Econo Lodge - Inn & Suites University Calgary

Elkhorn Lodge Banff

Elkwater Lake Lodge & Resort Elkwater

Executive House Suites Hotel & Conference Centre High Level

Executive Royal Inn North Calgary Calgary

Fairmont Banff Springs Banff

Fairmont Chateau Lake Louise Lake Louise

Fairmont Jasper Park Lodge Jasper

Fantasyland Hotel at West Edmonton Mall Edmonton

Filia Inn Jasper

Flamingo Inn High Level

Four Points by Sheraton Edmonton South Edmonton

Foxwood Inn & Suites Edson

Green Gables Inn Whitecourt

Hilton Garden Inn Calgary Airport Calgary

Holiday Inn 67 Street Red Deer

Holiday Inn Calgary Airport Calgary

Holiday Inn Convention Centre Edmonton

Holiday Inn Express Rocky Mountain House

Holiday Inn Express Edmonton International Airport Nisku

Holiday Inn Express Hotel & Suites Lethbridge

Holiday Inn Express Hotel & Suites Airdrie-Calgary North Airdrie

Holiday Inn Express Hotel & Suites Calgary Downtown Calgary

Holiday Inn Express Hotel & Suites West Edmonton Edmonton

Holiday Inn Express Red Deer Red Deer

Holiday Inn Hinton Hinton

Homestead Inn Banff

Jasper House Bungalows Jasper

La Crete Motel La Crete

Lakeland Inn Cold Lake

Lakeview Inns & Suites Okotoks

Lakeview Inns & Suites Whitecourt

Lakeview Inns & Suites - Black Gold Inn Drayton Valley

Merit Hotel Fort McMurray

Motel 6 - Red Deer Red Deer

Mount Robson Inn Jasper

Newcastle Country Inn Drumheller

Nisku Inn & Conference Centre - Edmonton Airport Nisku

North Edmonton Inn & Suites Edmonton

Paradise Lodge and Bungalows Lake Louise

Patricia Lake Bungalows Jasper

Plains Motel Brooks

Podollan Inns Fort McMurray

Post Hotel Lake Louise

RAMADA INN Lloydminster

Ramada Inn & Suites Airdrie

Ramada Inn & Suites Clairmont Clairmont

Rocky Mountain House Super 8 Rocky Mountain House

Rocky Mountain Ski Lodge Canmore

Rosslyn Inn & Suites Edmonton

Sandman Hotel Lethbridge Lethbridge

Sheraton Cavalier Hotel Calgary

Sheraton Suites Calgary Eau Claire Calgary

Strathmore Travelodge Strathmore

Sundowner Inn Edson

Super 8 Drayton Valley Drayton Valley

Super 8 Hotel Fort Saskatchewan

Super 8 Motel Calgary

Super 8 Motel Taber

Super 8 Motel - Cochrane Cochrane

Super 8 Motel - High River High River

Super 8 Motel - Ponoka Ponoka

Super 8 Motel - Provost Provost

Super 8 Motel - St. Paul St Paul

Super 8 Motel - Vermilion Vermilion

Super 8 Motel Athabasca Athabasca

The Bridgeport Inn Fort McMurray

The Lady Macdonald Country Inn Canmore

The Rimrock Resort Hotel Banff

The Sawridge Inn & Conference Centre Jasper

The Sawridge Inn & Conference Centre Peace River Peace River

The Sutton Place Hotel Edmonton Edmonton

Union Bank Inn Edmonton

Varscona Hotel on Whyte Edmonton

Waterton Lakes Resort Waterton Lakes NP

West Edmonton Mall Inn Edmonton

West Harvest Express (formerly Hospitality Inn & Suites) Lloydminster

Whistler’s Inn Jasper

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