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The Apartment Service has been nominated in the category "Best Hotel Booking Agency" for the 2008 Buying Business Travel Diamond Awards. More information to follow in the next newsletter. +.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+.+
City Focus - Vienna
Vienna is the capital of Austria, has 2 million inhabitants and is situated on the banks of the river Danube. Its history can be traced back to the 5th century BC. Traces of settlements were found from that period which were of Celtic origin. The name Wien (Vienna) is derived from the Celtic "Vedunia", or "river in the woods".
It is one of the most romantic cities in Europe, if not the world, and lovers of history and culture will find places to visit in abundance, such as Schoenbrunn Palace and Imperial Palace.
Vienna is also synonym with music and in particular of the classical variety. It was the birthplace of Mozart, Beethoven, Schubert and Johann Strauss.
Vienna boasts more than 50 theatres, 4 opera houses, 100 museums and is host to many festivals throughout the year. Also worth a mention is the imposing St. Stephen´s Cathedral in St. Stephen´s Square, regarded as being in the heart of Vienna.
With regards to accommodation possibilities, Vienna offers a wide spectrum from Bed & Breakfast to the luxurious 5 star hotels. And also a variety of serviced apartments for every budget. Such as:
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To ALL our apartment managers: If you want your apartments to feature in one of the next issues of our news letter, please email Bard Vos to discuss the terms and conditions.
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For more information and availability on any apartments please call reservations +44 (0)20 8944 1444 or visit our website.
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News in August:
EUROPE
* The Ascott Group is developing a serviced apartment complex in Munich for opening in the latter half of 2009. Citadines Munich Arnulf Park will have 146 units.
* An increase of 22% in European online travel spend is expected this year, accruing more than 46 billion euros and representing 18.4% of the total European travel market.
USA
* Corporate Choices Magazine, the ultimate handbook for travellers and travel professionals. Get your FREE copy here.
MIDDLE/FAR EAST & AUSTRALIA
* The opening of the Emirates Marina Hotel & Residence (which featured in last month´s newsletter), has been delayed until November 2007.
* The Ascott Group has signed an agreement with The Ratha Group for the development of its fourth and largest serviced apartment location in India. The Citadines Chennai OMR Gateway is due to open in 2010 and will have approximately 300 apartments.
WORLDWIDE
After a worldwide online competition, the NEW 7 wonders of the world have been unveiled. They are:
* Chichen Itza (Mexico)
* Christ the Redeemer (Brazil)
* The Great Wall (China)
* Macchu Picchu (Peru)
* Petra (Jordan)
* The Colosseum (Rome)
* Taj Mahal (India)
MISCELLANEOUS
* Disneyland Paris is the most searched for foreign destination on the internet by UK users. Others in the top 10 include: Tenerife, Cyprus, Spain, Las Vegas and Australia
* Portable Hotels.....Maybe It Will Catch On For Serviced Apartments One Day?
If you can´t find a hotel you like, where you are going, how about bringing one with you? The current feature of Business 2.0, features a Spanish company making the "HotelMovil", a portable hotel that can be transported on the back of an 18 wheeler truck. This is no micro-hotel though, thanks to its Transformer-style action.
A HotelMovil arrives at the site, be it a camping ground, the beach, the woods etc, looking very much like a standard semi. You simply then detach the cab and press "play" on a handheld remote to start the 30 minute hydraulic unfolding process. When all is finished, you have 11 bedrooms with ensuite facilities and a second floor outdoor terrace.
The contraption sells for a cool $500.000,00, or you can rent it for about $8000 for the weekend. From the looks of the photo though, one thing which is lacking, is a "room with a view".
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FEATURED ARTICLE OF THE MONTH
Putting the "hospitality" back into the Hospitality Industry - by Brenda Fields
What other industry is so directly involved in serving its customers in many significant areas to their well being? Food, drink and sleep are three of the most important needs of an individual. But, just meeting these needs does not ensure a successful operation, or client loyalty. Nor does it ensure that the customer´s needs were met with good service in a hospitable manner.
As an industry, we discuss 'service' and more often than not, rely on the integrity and good nature of the employees to deliver the required service(s). Many of the large companies provide service standards on everything from how to answer the front desk phone to when to replace the soap in a guest room. Service and hospitality go hand in hand but are actually two different concepts.
'Service' can be defined as the 'act' of providing a service, whereas 'hospitality' is the 'cordial attitude' of the person providing the service. It's the difference between a pianist who hits all the notes with impeccable timing and one who evokes feeling with his playing. How many times have we tried to resolve credit card disputes, question telephone charges, or return merchandise, just to feel that the customer service person did not hear our legitimate perspective and was inflexible in their positions? We are thankful when we deal with a representative who not only works to resolve our problems, but does so in a helpful and kind way.
This article will address the opportunity and benefit for the hospitality industry to be the leader in providing hospitality and setting standards for other industries to emulate.
What is 'hospitality'?
According to two dictionary definitions, hospitality is: 'Cordial reception. Kindness in welcoming guests or strangers' and the act of being ' friendly and solicitous towards guests'.
When a customer refers to 'Great Service', it is service which is delivered by a person who is warm and caring or in other words one who is hospitable. What better industry to lead the way in service and hospitality as the 'hospitality' industry? Hospitality should actually be the industry's most natural strength. A dedication to this on every level will set the hospitality industry apart from other industries and foster profitability. Service + Hospitality = GREAT SERVICE.
Listed below are just some of the benefits to owners and managers to take on the leadership role of 'hospitality':
Attract better employees.
As labor is one of the largest expenses of a hotel operation, hiring the best staff and reducing turnover is important to positively impact the bottom line. Not only does the guest benefit from a warm, caring staff, but owners and managers do as well as they tend to be easy to work with. Who wouldn't enjoy a meal served by a person who was warm and attentive and made you feel that he or she truly wanted you to enjoy the entire experience? Chances are that you would return to the restaurant over and over if you were recognized and felt truly appreciated. Therefore, when hiring staff with direct customer contact, look for that warm, caring attitude on the first meeting. If it's not there, it is unlikely that training will create it. Hospitality is the element that will create guest loyalty despite service lapses, product deficiencies, or minor inconveniences. Hospitable staff will seek out industries and companies that foster and encourage their helpful attitudes.
Build occupancy.
One of the most cost effective ways to increase or maintain business is to provide great service with hospitable, caring staff. It costs the same to hire someone with a great attitude as to hire someone who just performs their responsibilities on the most basic level.
In fact, one of the greatest competitive advantages of independent hotels is the service aspect. Without some restraints imposed by the bigger hotels companies, the independents can encourage their employees to truly go above and beyond, to ensure guest satisfaction and guest loyalty.
Hiring warm and service-oriented people is the number one ingredient. Without that, no amount of training or service standards will result in the desired result i.e. offering guests a truly great experience. No one is fooled by unsympathetic and uncaring staff, even if all the right notes are hit. It's really the spirit of the employees that will transcend product deficiencies, competitive disadvantages, and marketing exposure. The same amount of money is spent on a caring employee as an uncaring employee, so why not go for the gold?
As a result, guests will return over and over, without additional expenses incurred by the owner or manager to attract the business. Marketing expenses will be fully exploited to attract new business, which will quickly become repeat business and the cycle continues.
Improve average rates.
Great service can also help overcome rate resistance and insures that the customer perceives a fair price/value ratio of the product. A 'can-do', caring attitude of the staff will most likely add perceived value to a property. A five-star property with all of the five-star attributes, but lacks exceptional service, will most likely be perceived as priced too high. If a five-star restaurant charged $50.00 for Dover Sole, but great service was not there, the restaurant would be hard pressed to maintain customers willing to pay that amount. Conversely, a limited service property that provides great hospitality will be in a stronger position to gain business from its competitive set. So, whether the property is five-star or limited service, great service has a value to its guests and will translate to improved average rates.
Therefore, whether you are an independent property or CEO of a large chain, why not lead the way and devote the time and resources to put the 'hospitality' back in the hospitality industry and enjoy the positive financial results as well as the satisfaction that the hospitality industry is leading the way and setting the standards for other industries to emulate.
This article is reprinted with the permission of its author and HotelExecutive.com.
About the author:
In her more than 25 years as a marketing and sales pro in the hospitality industry, Brenda Fields has emerged as the 'go to' consultant for independent and/or privately owned hotels and resorts seeking real-world solutions for today's market challenges.
From small boutique hotels to large convention properties, Brenda has created and implemented highly successful marketing and yield management programs that enable owners to achieve target results despite market conditions. With extensive expertise in pre-openings and repositionings, Brenda was responsible for the successful opening and stabilization of the Paramount Hotel in New York in 1990, for which she developed and executed a direct sales and yield management program in addition to a national and international marketing campaign.
With a 'who's who' roster of clients, Brenda has worked with a number of industry leaders and real estate investment companies including Starwood Lodging Corporation, Planet Hollywood, Choice Hotels International Olympus Real Estate Corporation, Gotham Hotels, The Kitano and Apple Core Hotels, among others. Brenda was recently awarded 'The Best of the Best' from HSMAI for the Big Apple Awards and Recognition committee work and is President-elect of the NYC chapter of HSMAI for 2008. Brenda can be reached at: 518.789.0117/phone or brenda@fieldsandcompanly.net, www.fieldsandcompany.net.
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To celebrate the launch of our new apartments in Lisbon, Santos River Apartments, we would like to offer 2 free nights in these apartments to the company or individual who will make the first booking after the opening, which is planned for the middle of August. (*)
I would also like to ask everyone who travels (frequently) to Lisbon to send me an email with your name, (company) details and contact details, for a chance to win a complimentary 2 night stay in Santos River Apartments.
(*) The person or company who makes the first booking, also needs to be subscribed to our newsletter
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Client Survey:
Just 1 minute of your time will help us better understand your requirements. Please complete the survey here: Survey
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.............................................................................................................................................. Executive Roomspace/Roomspace Serviced Apartments Availability Update:
Roomspace Serviced Apartments, minimum stay: 7 nights, offers the following locations for your accommodation needs: Birmingham, Brighton, Croydon, Epsom, Farnborough, Guildford, Leatherhead, London City, London Docklands, Southampton, Wimbledon. Special August availability in the following locations:
Executive Roomspace, with minimum stays of 28 nights is available in a wide selection of locations. More information on them can be found on our website www.roomspace.com. Special August availability in Reading. Please visit ERS-Minster Court
All rates quoted are inclusive of all bills (excluding telephone and VAT) and a weekly service clean.
Please call 44 (0) 20 8944 1444 for more information or send an email to Tracy Barlow, Reservations Supervisor.
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Feedback:
We hope you enjoy this newsletter. Please send your feedback to tasnews@apartment.co.uk
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Contact:
Bard Vos - Marketing
The Apartment Service,
5-6 Francis Grove,
London, SW19 4DT
Tel. +44 (0)20 8947 3003 (Marketing)
Tel. +44 (0)20 8944 1444 Fax.+44 (0) 208 944 6744 (Reservations)
If you do not wish to receive future Apartment Service Newsletters, you can unsubscribe from our mailing list using the Safe Unsubscribe option at the end of this e-mail.
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Members of:
 The Corporate Housing Providers Association
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August 2007 
