The First Facility Management Blog

Competing for business with customer service is not new to the hospitality industry, but three Holiday Inn locations in the UK announced last week an amenity that may be taking it to another level. Holiday Inn management there is trying out a new way to provide guests a good night’s sleep with the availability of human bed warmers on staff.

The free service consists of a member of the hotel staff, dressed head to foot in a fuzzy pajama-like suit, occupying a guest’s bed for five minutes. The aim is to warm the bed ahead of time, so the guest can slip into a slumber more quickly and comfortably. Provided as a trial service, the hotel will gauge customer response to this offering.

While this idea may seem downright weird to some, sleep expert Dr. Chris Idzikowski, director of the Edinburgh Sleep Centre, said the idea could help people get off to sleep. “There’s plenty of scientific evidence to show that sleep starts at the beginning of the night when body temperature starts to drop,” he said. “A warm bed — approximately 20° to 24°C [68° to 75.2°F] — is a good way to start this process whereas a cold bed would inhibit sleep. Holiday Inn’s new bed warmers service should help people achieve a good night’s sleep especially as it’s taking much longer for them to warm up when they come in from the snow.”

HEI Hotels & Resorts (HEI), a Norwalk, CT-based private owner/operator of hotel real estate, has received the Corporate Energy Management award from the Association of Energy Engineers (AEE). This award from AEE is presented to companies and individuals who make important strides in energy conservation, sustainability efforts, and/or products.

HEI acquires, develops, owns, and operates full-service hotels and resorts throughout the U.S. under such brand names as Marriott, Sheraton, Westin, Le Meridien, Embassy Suites, and Hilton. Upon receiving the award in December 2009, the company joined Toyota, General Motors, U.S. Postal Service and McDonald’s as past winners of the AEE award.

“Since launching our energy management programs in 2005, HEI has invested more than $6.5 million in energy related capital improvements to its portfolio of full service, upper scale and luxury hotels and resorts throughout the U.S.,” said Gary Mendell, HEI’s chairman and chief executive officer. “Those initial capital upgrades already are resulting in more than $2 million in annual energy savings, and we continue to explore and implement additional programs. In 2009, we launched the ‘Energy Looking Glass (ELG)’, a proprietary energy monitoring dashboard, which maximizes our energy use across the portfolio. HEI firmly believes that not only is sustainability important for the welfare of the planet, but also can yield meaningful cost savings for companies who invest wisely.”

The company has set additional benchmarks for further energy and waste reduction for 2010. HEI plans to reduce energy consumption companywide by 5% in the coming year by continuing its 2009 programs targeting operational awareness and conservation. While 2009 focused largely on the efforts of its general managers and chief engineers, new programs will be added to include executive chefs, executive housekeepers, and banquet managers. Additionally, the company is in the planning stages to renovate an existing hotel to achieve LEED-EB certification by the U.S. Green Building Council (USGBC).

Bob Holesko, HEI VP of Facilities (right) with Robert F Kennedy, Jr, keynote speaker for the AEE event

Facilities Department Actions

“To achieve true success in sustainability, however, we knew we would have to get our associates engaged and motivated to help,” added Bob Holesko, VP of facilities. “At the beginning of 2009, we began a competition amongst our hotels, divided by brand. Prizes ranging from gift cards to flat screen televisions were awarded to hotel associates for reductions in energy usage, assisting the $1 million in energy savings from our ELG program. Through October, we have observed a reduction in consumption of approximately 8% to 2008, irrespective of additional monetary savings experienced through decreases in energy rates.”

In an effort to further empower associates to get involved, HEI launched a social responsibility program in September 2009. Entitled “We CARE,” the program focuses on four parts: Communities, Associates, Relationships and Environment. The company will embark on “E(nvironment)” programs this year, focusing on trash & recycling programs to determine what can be done to reduce waste and improve recycling.

“While a number of companies give lip service to sustainability efforts, HEI has implemented meaningful programs to reduce the carbon footprints of its hotel portfolio,” said Richard G. Lubinski, regional chapter president of the AEE and president of Think Energy Management LLC. “Other hospitality companies can learn from their success - HEI has proven that ‘going green’ can result in meaningful gains to the bottom line.”

The eco-conscious Ritz-Carlton, Charlotte, designed to achieve LEED® (Leadership in Energy and Environmental Design) Gold certification and provide a slate of new conveniences for frequent travelers, is now open in the heart of Charlotte’s thriving uptown district. The sleekly contemporary, environmentally-friendly hotel features 146 technologically-advanced guest rooms, a 13,000 square-foot penthouse Wellness Center with Aqua Lounge and saline-treated swimming pool, a street-side BLT Steak restaurant, and more than 12,000 square-feet of meeting space utilizing recycled aluminum conference tables, on-property purified and bottled water, and green meetings as a standard. The Ritz-Carlton, Charlotte is the first Ritz-Carlton hotel in the Carolinas, the 73rd Ritz-Carlton property worldwide, and the first domestic new Ritz-Carlton hotel to be unveiled in 2009.

Highlights of the Ritz-Carlton, Charlotte

Environmentally-focused operation and design:

• A green roof vegetated with 18,000 plants insulating the building, slowing rain runoff and cooling the air through evaporation of water from leaves
• Select employee uniforms made of fabric derived from regenerated plastic bottles
• An in-house water purification and container system that will divert 73,000 plastic bottles from landfills, save more than 104 barrels of oil, eliminate nearly 49 tons of CO2 emissions and save almost 605,000,000 BTUs of electricity each year
• A state-of-the-art air transfer system which circulates outside air into guest rooms at 60 cubic-feet per minute
• A hotel Bike Valet, featuring 150 bicycle parking spaces, complimentary trek bikes for hotel guests to use, and bicycle maintenance and safety training for hotel staff
• Complimentary parking for hybrid vehicles
• Complimentary weekday morning guest transportation via hybrid vehicle

Frequent-traveler conveniences:

• The Nook — complimentary private offices for guests, offering computers, printers, office supplies, teleconferencing, wireless Internet, and copy/fax access
• Travel Lite, eliminating the hassle of having to pack toiletry essentials in TSA-approved plastic bags for airline carry-on purposes. With Travel Lite, hotel guests may pre-select from a menu of nominally-priced daily grooming essentials to be delivered to the room upon check-in.
• Desktop-on-Demand, the technology version of room service. Guests may have printers, disks, phone chargers, surge protectors, cables, keyboards and office supplies delivered to their rooms, which are already pre-outfitted with business essentials and electronic jack-packs.
• Guests who stay a minimum of four nights per month may enjoy Luggage-Less Travel, checking in their clothing and personal items and leaving them at the hotel at the end of each stay.  Their items will be held for them until their next arrival or, for an optional added charge, their clothing can be cleaned and preferred personal toiletries replenished.

The Wellness Center:

• Aqua Lounge with saline-treated swimming pool and whirlpool, plus floor-to-ceiling windows and panoramic views of the Charlotte skyline
• Four treatment rooms with private shower, floor-to-ceiling windows, Tempur-Pedic® memory foam mattresses and all-organic products
• Specialties: Green Your Body Eco-Treatment, Lunch-Break Re-Nourish experience, Drift to Sleep for the sleep-deprived, Techno-Stress Relief for computer and PDA overuse,  facials, massages, skin treatments
• Fitness Center, movement studio, yoga/pilates classes

Dining:

• BLT Steak, Chef Laurent Tourondel’s signature modern American steakhouse, offering prime cuts of beef and fresh fish, as well as a wide variety of tempting side dishes and classic American desserts. The 140-seat restaurant serves breakfast, lunch and dinner daily, and is accessible through both the hotel lobby and a separate entrance.
• The Lobby Lounge, offering sustainable organic cuisine; signature martinis, cocktails, wines, coffees and flavored iced teas; complimentary wireless Internet access; and boarding pass kiosk

This Web Exclusive comes from Michael Winegard, East Coast Regional Sales Manager for BetaLED, a brand of Beta Lighting (a Wisconsin-based Ruud Lighting company).

Excluding labor, energy is typically the highest cost that hoteliers face. More efficient building products, equipment, and systems can be used to lower energy usage throughout a property, whether new construction, remodeling or in existing facilities via retrofitting.

A hotel may incorporate green design with the intention of seeking LEED certification or with the objective of cutting long-term energy costs, but the overall result will be the same—a reduction in the negative impact the building will have on the environment. The building industry is acknowledging that going green is the right thing to do. The public is also keenly aware of that fact in response to recent spikes in energy and gasoline prices. As a result, environmental friendliness can be a marketable strength for a hotel brand and lead to a better reputation among consumers.

That said, I was surprised to read in a Los Angeles Times article, “Eco-friendly lodging firmly taking root,” that only a small fraction of the more than 47,000 U.S. hotels are enrolled in a formal green program. So far, just 11 hotels have been constructed to the U.S. Green Building Council’s LEED standards, and there are only 314 properties that meet Energy Star™ commercial requirements designed to reduce energy consumption.  There is obviously much room for improvement, especially with the push by states’ and municipalities’ new mandates, as well as the recently passed American Clean Energy and Security Act.

LED Luminaires Lead the Way
Recent innovation and continuous improvements in lighting technology have given rise to tremendous energy saving opportunities for hotel owners, developers and architects. Lighting, both interior and exterior, is one area where savings can be found.

Typically, LEDs were thought about only for aesthetic uses. But engineering and technological advances have improved LED luminaires’ performance, and it is possible to use high efficiency LED lighting for commercial applications. Additionally, with their compact size, LEDs can be used in places that are difficult to reach with conventional lighting and can also be arranged in a number of different configurations.

In the hotel sector, reducing energy costs while continuing to meet the diverse needs of guests, owners, and corporate requirements is challenging but by no means impossible. According to the Ontario Restaurant, Hotel and Motel Association, it is estimated that hotels could cut energy costs by 20% or more by adopting proven energy efficiency measures.

And, the U.S. Environmental Protection Agency (EPA) has calculated the cost savings associated with even a 10% improvement in energy efficiency is equivalent to increasing average daily room rates by 62 cents and $1.35 for limited-service and full-service hotels, respectively.

Holiday Inn Express, Brattleboro, VT
The first opportunity to present a positive impression about the relative safety of a hotel or motel property is at the perimeter. Balanced and even exterior lighting—designed to fill the gap between the property boundary and the facility entrance—is the most important nighttime security feature. Public areas, when bathed in light, are both inviting to the guest and a powerful deterrent to crime.

The lodging industry in Vermont, with nearly 20,000 guest rooms, is already one of the “greenest” in the nation. Vermont innkeepers are recognized nationally as leaders in environmental management and environmental protection.

The Brattleboro, VT facility before retrofit. The parking lot was illuminated with 22 250-watt metal halide fixtures.

Last year, through a new technology program from Efficiency Vermont, the Holiday Inn Express in Brattleboro, VT. retrofitted 22 250-watt metal halide fixtures in the parking lot and four 400-watt metal halide fixtures on the property’s access road with LED luminaires. Because of zoning regulations, building façade lights are not allowed at the Holiday Inn Express so it’s critical to have a well lit parking lot.

“The new lighting is awesome; the parking lot illumination is fantastic,” said Chief Engineer Bob Kane.  “We’ve had quite a few guests compliment us on how well lit the parking area is.”

The parking lot lighting was retrofitted with LED luminaires.

The retrofit of these 26 fixtures will save the property 65% over the previous metal halide lighting fixtures assuming a blended rate of .13 cents/kWh at 4,380 hours/year; and 23,700 kWh annually in energy savings.

The Holiday Inn Express is a participant in the Vermont Business Environmental Partnership (VBEP), a state program that recognizes businesses that go the extra step in being environmental stewards. Nationwide, about 300 lodging establishments participate in the Green Hotel program, 65 of which are found in Vermont.

To become a Green Hotel, a business must meet eight standards listed on the VBEP’s web site. The Partnership, a joint effort between the Agency of Natural Resources’ Department of Environmental Conservation, the Vermont Small Business Development Center, the Vermont Hospitality Council, and the Vermont Department of Tourism and Marketing, is a free program geared towards promoting environmental and economic performance.

(Photo Credits: Efficiency Vermont)

From Salon.com

On its Web site, the Standard Hotel in New York City’s Meatpacking District boasts of “337 guest rooms with insane views” and “wall-to-wall floor-to-ceiling windows that open.” And with prices that start at $320 per night (and go up to $705), guests expect to be treated like royalty. Except for one thing: they’d rather NOT be treated like the emperor (or empress) without clothes.

But when the High Line park opened earlier this summer (June 9, 2009), Standard Hotel guests were inadvertently providing “views” of their own by parading in various stages of undress in front of those open, glorious windows. Little did they know that those folks in the High Line park could see everything.

And despite being tagged “a brawny exhibitionist” by Justin Davidson in the February 2, 2009 issue of New York, the Standard Hotel is asking guests to take that tag a bit less literally.

From the August 25, 2009 Associated Press:

Guests at the Standard Hotel in Manhattan keep failing to close the curtains as they frolic naked in front of their rooms’ floor-to-ceiling windows, easily viewed from the High Line park below. The park recently opened atop an abandoned elevated rail line.

City Council Speaker Christine Quinn has called the hotel’s window action “unacceptable.”

Aaron Lipman works in the neighborhood and says the shows are “healthy and fun.” He says they’re like TV’s “Wild Kingdom.”

The hotel issued a statement Monday saying its managers will try to “remind guests of the transparency” of the windows.

The hotel won an award from the Municipal Arts Society of New York for best new building erected last year.

I think that says it all, but just in case you need something a bit more visual…

At the Rancho Bernardo Inn Golf Resort & Spa in San Diego, CA, the management team is offering a “Survivor Package” to attract would-be guests who may be dealing with lower than usual vacation budgets. Through September 17, 2009, the property (which has been recognized with 12 Gold Key Awards, 18 Executive Choice Awards, 18 Mobil Four Star Resort Awards and 32 AAA Four Diamond Resort Awards) is offering this package for as low as $19 per night.

There is a catch, however. That $19 per night will not get you a bed, or toiletries, or linens, or even lights (except for a bulb in the bathroom for safety). As reported by Reuters, one family checked into the upscale resort toting flashlights, sleeping bags, and an inflatable mattress. By depriving themselves of such standard fare as beds and lights, they were able to get their room for under $20 per night. Not bad, although it must take some work to strip down the room item by item to fit guests’ “choice” of amenities. Where are they storing all those beds?

The sliding scale at the Rancho Bernardo Inn reads like so:

• $219 per night (all amenities included)
• $199 without breakfast
• $179 without honor bar
• $159 without A/C or heat
• $139 without pillows
• $109 without sheets
• $89 without lights
• $59 without linens
• $39 without toiletries
• $19 without bed

A recently released report by J.D. Power and Associates, the 2009 North America Hotel Guest Satisfaction Index Study, showed, among other things, that green hotels made great strides in awareness, guest satisfaction and participation in sustainable programs since the previous reporting period in 2008.

For their report, J.D. Power surveyed over 66,000 guests who stayed in North American hotels between May of 2008 and June of 2009. Here are some notable findings about green lodging taken directly from the release:

• Guest awareness of their hotel’s green programs increased significantly in 2009. Sixty-six percent of guests said they were aware of their hotel’s conservation efforts, up from 57 percent last year.

• A high percentage of guests took part in their hotel’s sustainability efforts. Among those guests who were aware of the green program, 72 percent said they participated in their hotel’s conservation programs during their stay, meaning they recycled or participated in the property’s linen reuse program, for example.

• Awareness of green programs had a strong impact on overall guest satisfaction. On average, satisfaction is more than 160 points higher among guests who report being aware of their hotel’s green programs, compared with guests who are unaware of them.

In a nutshell, this study shows that green hospitality has finally taken a firm hold in the industry, and that overall it is being done well. Eco hotels’ efforts are starting to reap dividends, not only for the environment but also for the bottom line.

Forget the flip flops. Just cool the sand. That’s what the developers of Palazzo Versace Hotel and Condominiums in Dubai are planning to offer to their clientele. The waterfront complex, slated to open in late 2009 or early 2010, is currently under construction and will cater to the super rich. And since members of that population are used to being catered to at every turn, a “refrigerated beach” is now being planned.

Hyder Consulting, a UK-based company that provides planning, engineering, environmental, and management consultancy services, has reportedly been hired to design the project. Hyder’s experience in the region includes Ski Dubai, an indoor attraction where visitors can enjoy cold weather activities.

Reports indicate that the cooling system at Palazzo Versace will include a series of pipes under the sand containing a coolant to absorb heat from the sand. Plans also include the placement of giant wind blowers, designed to keep tourists cool on the beach.

As it stands, the infrastructure for a refrigerated beach will greatly increase the energy usage at the complex, a fact that environmental groups may not like. Rachel Noble, the campaigns officer at Tourism Concern in the UK, for instance, stated that the carbon generated by such projects would contribute to climate change.

The hotel’s founder has stated that the project will be environmentally friendly, but specifics remain to be seen. In the Ski Dubai project, Hyder Consulting designed the facility to enable the recycling of “snow” and to run on just the power needed to keep the lights on. So, it remains to be seen what the firm can do in terms of energy conservation here.

Six Flags, Inc. announced last week that its philanthropic arm—Six Flags Friends—is partnering with The Cornell School of Hotel Administration at Cornell University to launch The Six Flags Friends Apprentice Program. The program is an educational development package that combines a traditional financial scholarship with apprentice-style learning.

According to Six Flags, this elite program will offer one outstanding hospitality management student the opportunity to work and train alongside some of the best and brightest in the theme park business. The Six Flags apprenticeship will offer real world applications designed to supplement the student’s academic courses with hands-on, day-to-day responsibilities.The program is designed to couple in-park experiences with strategic planning and analysis in an effort to create an all encompassing look at park operations.

The recipient will be able to choose from one of 18 domestic Six Flags properties and will spend the 2009 summer season engaged in all operational aspects of the park’s business. Additionally, the student will receive a full tuition, one semester scholarship to be used towards obtaining his or her degree at Cornell University. Six Flags will also assume the cost of the student’s summer room and board, including a meal stipend allowance.

“The students of The Cornell School of Hotel Administration represent our future hospitality industry leaders and we are excited to provide this opportunity for a unique glimpse into the world of theme parks,” said Jessica King, director of Six Flags Friends. “Today’s students are ambitious and driven, but are also faced with the realistic stresses of a challenging economy. This program allows Cornell students to use our parks as a distinctive platform to seek insight into their future careers while supplementing their educational experiences.”

Application Information

Students in their freshman, sophomore, or junior year at Cornell University are eligible to apply for the opportunity. Applications for the 2009 program are being accepted now through February 13, 2009 and are available for download at www.sixflags.com/apprentice.

Six Flags executives, in partnership with a selection committee of Cornell University faculty, will review all applications and conduct finalist interviews by March 9, 2009. Students will be considered based on academic merit, industry-related experience, and recommendations.