InnFocus Fall 2022

Retaining 

TOP TALENT 

Hosting 

SPORTING EVENTS 

Fall 2022 

Preventative 

MAINTENANCE 

Tech 

Innovations 

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BCHA Team 

Ingrid Jarrett 

President & CEO 

Mike Macleod 

Director Member 

and Business Development 

Karissa Bourgeault 

Project Manager & Board Liaison 

Kelsey Millman 

Communications Manager 

Samantha Glennie 

Member Services Manager 

Dylan Tomlin 

Energy Specialist 

Vanda Fragoso 

Member Services Coordinator 

2021/2022 Board of Directors 

Executive Committee 

Bryan Pilbeam – Delta by Marriott Hotels, Kamloops (Chair) 

David McQuinn – Coast Bastion Hotel, Nanaimo (Vice Chair) 

John Kearns – Sheraton Vancouver Guildford Hotel, Surrey 

(Past Chair & Governance) 

Ravinder Dhaliwal – Mundi Hotel Enterprises Inc., Kamloops 

(Treasurer) 

David MacKenzie – Pemberton Valley Lodge, Pemberton 

(Executive Director) 

Tanya Stroinig – Prestige Hotels & Resorts, Kelowna 

(Executive Director) 

Directors 

Angie Eccleston – Crest Hotel, Prince Rupert 

Chris Watson – Best Western Plus Carlton Plaza, Victoria 

Christine Louden – Granville Island Hotel, Vancouver 

Doug Andrews – The Listel Hotel, Whistler 

Eleanor Ryan – Pomeroy Hotel & Conference Center, 

Fort St. John 

Jessica Dolan – Ramada Penticton, Penticton 

Jonas Melin – Pinnacle Harbourfront Hotel, Vancouver 

Leo Saad – Best Western Plus Chateau, Fort St. John 

Samantha Hackett – Long Beach Lodge, Tofino 

6 

12 

20 

26 

Regulars 

Tech Innovations 

Attract the digital nomad, increase your hotel’s energy 

efficiency, personalize service, and more. 

Retaining your Top Talent 

How can you make employees feel needed and 

valued in the workplace? 

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email: info@emcmarketing.com 

When It Comes to Hosting Major 

Sporting Events, Hotels Are the MVPs 

Athletes need quality space to perform their best. 

Extending the Lifespan of Your Equipment 

Preventative maintenance will save you money 

over the long term. 

4 BC Hotel Association Report 

5 Leader of the Future: 

Wivine Mathias Rukera 

9 Names in the News 

9 What’s New? 

10 Go Green – People, Planet, Prosperity 

15 Hotelier Feature: Angie Eccleston 

29 BC Hospitality Foundation 

30 BCHA Member Engagement 

Regional 

Feature 

18 The Okanagan 

extras 

23 Collaboration as a Path to 

a Prosperous Workforce 

24 Menu Innovation 

InnFocus is published quarterly 

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of EMC Executive Marketing Consultants Inc. 

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InnFocus 3

y Ingrid Jarrett, President & CEO 

At the beginning of Summer, the Federal 

Minister of Tourism, Randy Boissonnault, 

reached out to our industry leaders and 

operators across the country, seeking 

feedback to help develop a submission for the 

Federal Growth Strategy. We worked with our 

partners at the Hotel Association of Canada, 

the Tourism Industry Association of Canada, 

and members of the Hardest Hit Coalition, to 

align our sector and clearly prioritize its needs. 

We identified four priority pillars in our 

submission: 

• Attract and retain a sustainable hospitality 

and tourism workforce 

• Develop and promote hospitality and 

tourism assets 

• Improve access for visitors to and within 

Canada 

• Build a regenerative and inclusive tourism 

industry 

This was a significant opportunity to provide 

specific asset development recommendations, 

to advise on required policy changes in multiple 

ministries, and ensure specific immigration 

and training is supported across the country. 

Additionally, it was important to showcase 

our industry as a healthy, stable, and growing 

sector with investment recommendations that 

are foundational to capturing demand and 

cementing our nation’s position as a leading 

tourism destination on the global stage. 

On a provincial level, I recently presented to 

the Standing Committee on Finance, which 

was an opportunity to help guide the priorities 

of government for Budget 2023. Recognizing 

the critical need for the sustainable growth 

of tourism, our first recommendation was to 

align our industry and our GoGreen program 

with the climate action goals of our province. 

The second recommendation surrounded 

our workforce shortage and our urgent need 

to expand immigration eligibility to attract 

highly-trained hospitality workers from outside 

of Canada. Finally, we also highlighted the 

necessity for government to return to prepandemic 

meetings and travel. 

To expand on our advocacy priorities, we 

have also been actively pursuing initiatives in 

support of affordable housing, as the lack of 

housing for employees is crippling our industry. 

Of course, coupled with this, is the work we are 

leading on the short-term rental file, which has 

negative implications on livability, affordability, 

and taxes for our province. We are pleased to 

be working with experts and industry partners 

across Canada that have been critical to 

developing our strategic approach, which we 

are confident will result in a positive outcome 

for our sector. 

Similarly, we have a team addressing the 

workforce shortage at the provincial and 

federal level. We have signed agreements with 

the Consulate of Barbados and the Consulate 

of El Salvador to fast track visas, allowing 

swifter access to foreign workers. We also 

have sought a revision to the PNP program, 

to ensure expanded eligibility for hospitality 

workers. Additionally, we are aligned with 

Tourism HR Canada and the Hotel Association 

of Canada on their efforts to have a hospitality 

immigration stream to support our industry at 

the federal level. As we have begun to witness 

our sector bounce back to pre-pandemic 

occupancy levels, we know the work around 

workforce is essential for our members. 

Beyond our workforce crisis, there remain 

significant pandemic-related obstacles for 

accommodators and travellers alike: airline, 

testing and border confusion; the potential 

of yet another wave with respiratory season 

upon us; inflation; high gas prices; and more. 

These challenges are not easy to fix, but with 

the strong partners we have both federally and 

provincially, we will certainly address each of 

the issues to the best of our ability. 

On a more promising note, we have been 

celebrating the return of large sporting events 

in BC, with successful hosting bids for the 

upcoming FIFA World Cup, Invictus Games, 

and Levar Cup. Additionally, there has been 

significant momentum surrounding the 

historic Indigenous-led 2030 Olympic Winter 

Games bid, which is well on its way from a 

planning and partnership perspective. Each 

of these large-scale events pose an enormous 

opportunity to showcase our province to 

the world and grow tourism revenue far into 

the future. And after years of witnessing our 

events’ sector struggle, we couldn’t be more 

elated over these positive developments. As 

your industry association, we are committed 

to ensuring that there will be more positive 

developments to come. 

4 InnFocus

Leader of 

the Future: 

Wivine Mathias 

Rukera 

Room Attendant, 

Long Beach Lodge Resort 

by Danielle Leroux 

Wivine Mathias Rukera is a charismatic and hard-working Room 

Attendant at Long Beach Lodge Resort in Tofino. 

Rukera moved to Canada in August 2021 and began working 

at the resort several months later, after completing a two-month 

hospitality management education program at Camosun College. 

Rukera was working as a server in Kenya, when she found out 

about the Hospitality Industry welcomes Refugee Employmentlinked 

Sponsorship (HIRES) project through her sister and a 

friend. 

World University Service of Canada (WUSC) and Camosun 

College welcomed refugee youth from Kenya to British Columbia 

through the project, a unique employment-linked sponsorship 

pathway in collaboration with Tofino’s hospitality sector. 

The new initiative, funded by Immigration, Refugees and 

Citizenship Canada, builds on WUSC’s long-standing Student 

Refugee Program model and looks to further expand access 

to economic opportunities for refugee youth and enhance their 

economic integration into the Canadian labour market. 

Out of 800 people, Rukera was one of nine selected to the 

project in 2021. “HIRES is a good program,” adds Rukera. “It 

helps so many people to do what they want to do in life and 

adjust in their future.” 

Long Beach Lodge Resort was one of our four champion 

employers in Tofino that welcomed the first nine HIRES 

participants. 

When asked how she got into hospitality, Rukera says: “I love 

people and being around people. You meet a lot of different 

people from different parts of the world. You get to know their 

needs and provide what they need.” She also loves the element 

of teamwork, helping each other, and exchanging ideas and 

conversation. In her current role, Rukera makes beds and cleans 

rooms. 

Courtesy of Camosun College 

Before moving, Rukera interviewed with several companies, 

but ultimately landed on Long Beach Lodge Resort. “I felt like it 

was the one for me,” she says. “I did research online and it is a 

beautiful place.” Outside of work, Rukera’s also soaked in some 

of the nature Tofino has to offer. “I tried surfing once! And I’ve 

also done some hiking.” 

But the transition hasn’t been without its challenges. “I had 

never done housekeeping before,” says Rukera. “At first, I 

thought they were giving me too much information and it was 

very challenging. But with time, I got used to everything.” Rukera 

also experienced culture shock moving to a new country and 

place but has a positive attitude when it comes to the change 

and seems incredibly adaptable: “It’s life. We have to explore and 

live in new areas,” she says. 

Rukera is currently training to be a supervisor and is modest 

about her success. But the resort’s General Manager Samantha 

Hackett shares, “Wivine has proven in a short time that she is a 

hard worker and a skilled leader. Her efficient work and ability 

to connect with team members has started her on a great path 

in the industry and we have been coaching her to become a 

housekeeping supervisor at Long Beach Lodge Resort.” 

In the future, she wants to expand her education and learn 

more about hospitality and tourism or explore social work. “I am 

a person who really likes helping people,” she says. “I want to do 

other courses related to that.” Wherever her career path may take 

her, it’s clear Rukera wants to be around and helping people. 


The 

Latest in 

Hotel Tech 

Innovations 



The last two years have changed the way 

we live, work, and travel. COVID-19 has 

dramatically accelerated the adoption of new 

technologies, and many of these are here to 

stay. Hotels have to adapt and be innovative 

if they want to appeal to the changing needs 

and wants of tech savvy travellers. 

From attracting the digital nomad, to 

increasing your hotel’s energy efficiency, and 

personalizing service, read on for the latest in 

hotel tech innovations. 

Hotel Apps 

Have you considered swapping your paper 

guest directories for a digital version? The 

Crystal Lodge prides themselves on the 

new Crystal Lodge app, described by 

General Manager Jared Sissons as a ‘pocket 

concierge.’ It is a complete guide for everything 

to see and do in Whistler. Guests can also 

easily contact the hotel through the app via 

email, text, or phone. 

“It has reduced paper in the guest rooms and 

helped reduce COVID touch points,” says 

Sissons. “The app is quite extensive in terms 

of information, providing a high level of service 

for guests. All of the customers using it love it!” 

Messaging Services 

Looking for a way to keep in touch with your 

guests during and after their stay and help 

personalize their visit? 

Bill Lewis, General Manager of the Magnolia 

Hotel, says the most significant tech innovation 

the hotel has implemented is its guest 

relations management system. “It allows us 

to communicate with guests via text. It’s an 

easy interface for the entire team. We can be 

in contact with guests, personalize their stays, 

and track their wishes and wants—like when 

they arrive or what type of bed they want.” 

The hotel can also maintain relationships with 

their guests between stays if guests choose 

to opt-in to communications. 

At the Oswego Hotel, General Manager Sarah 

Webb says they use the text messaging 

platform Whistle to communicate with guests. 

“Within the first year of using it, 30,000 text 

messages were sent between guests. It has 

improved guest satisfaction and efficiency.” 

The platform can also be used to track 

maintenance requests, helping the hotel make 

better informed decisions about where to put 

resources and adjust their budget based off 

real-time feedback. 

Energy-Saving Technology 

Technology can also help reduce your energy 

bill and environmental impact. 

Lewis notes increasing trends around energy 

efficiency in hotel rooms, with new hotels being 

built with guest room management and climate 

control systems—like lights or AC automatically 

shutting off in an empty room. 

Courtesy of the Crystal Lodge 

In September, the Magnolia is upgrading 

its building management system to improve 

energy efficiency in common areas. “There will 

be central control of all the common areas by 

a web app,” says Lewis. The technology will 

allow for set points to be put for different times 

of the day and year, creating a comfortable 

temperature and more efficient energy use in 

the common areas. 

Mobile Check-In 

Hotels across the world are adopting mobile 

check in. Usually through an app, hotel guests 

can use mobile check-in to select their room 

and complete the check-in process prior to 

arriving at the hotel. Guests can skip any line at 

the front desk and check right into their room 

upon a contactless arrival, using their mobile 

device as the key to their room. 

But it may not be the right fit for your 

property. The Oswego is holding off for now. 

“We are an 80-room property and check-in is 

a nice way to get to know guests personally,” 

says Webb. “Our customer service is a strong 

selling point and having that initial human 

contact and personal touch goes a long way.” 


Cleaning Robots 

Could technology help with your staffing challenges? “With labour 

shortages the way they are, we’re looking at ways to augment 

our cleaning,” says Sissons. This includes testing a robot vacuum 

cleaner that does not require an operator. “If we can take, not 

a position away, but a task away that allows us to concentrate 

on other areas during staffing, it is something we’re looking at,” 

adds Sissons. 

Fitness Tech 

Fitness equipment has become 

a lot more interactive and hightech 

in the last two years, 

with many guests investing in 

home gym equipment, and the 

Magnolia has taken note. “We 

have an interactive treadmill 

and will be getting a Peloton 

over the summer,” says Lewis. 

Top-end technology in the fitness room helps the Magnolia 

deliver a luxury experience. “One of the old-fashioned adages of 

the hotel business was you hope to see things nicer than your 

own home in a luxury hotel,” says Lewis. “That’s what we strive 

for, to give guests a little better experience every time.” 

In-Room Technology 

Gone are the days where people watch cable. Guests expect 

access to Netflix, Amazon Prime, or any other streaming service 

they may use at home. Lewis says the Magnolia plans to upgrade 

Testing out energy-saving heat 

pumps partnered with a userfriendly 

climate control pad. 

its in-room streaming solutions in the next year, making it easier for 

a guest to watch off their own device or use streaming services. 

The hotel is also sampling a new interactive phone featuring 

wireless charging for devices, a beautiful sleek design, and Bluetooth 

speaker. 

The Coast Bastion Hotel is in the midst of renovations and tech 

improvements are part of it, says General Manager David McQuinn. 

This includes testing out energy-saving heat pumps partnered with 

a user-friendly climate control pad and noise cancelling technology 

in the guest rooms. 

The hotel is also taking into account the changing needs of travellers, 

like the rise of digital nomads— 

people who live in a nomadic 

are not going away.” 

way while working remotely. The 

Coast is implementing WeWork 

style zones, so guest don’t have 

to work in their rooms. “As the 

market evolves, we want to be 

ready,” says McQuinn. “The things 

that occurred during the pandemic 

Stay Current 

What’s the best way to stay current on future trends—like cyber 

security, artificial intelligence, facial recognition technology, and 

even NFTs in hotels? Look to hotels in other cities and countries, 

tradeshows and conventions, and industry newsletters and websites. 

Lewis also suggests fostering a culture of innovation and having 

your team contribute new ideas. “Technology is very important to 

consumers going forward,” says Sissons. The time is now to be 

adaptive and innovative. 


y Deb Froehlick 

NAMES IN THE NEWS 

by Deb Froehlick 

Genuine Comfort is introducing the 

quietest and most efficient 32” PTAC unit 

on the market—the Genuine Comfort 

GCDM 32” PTAC. It features a universal 

fit in all 32” sleeves, decreased noise by 

12% vs. industry standard, and increased 

efficiency by 18% vs. industry standard. 

https://genuinecomfort.com/landing 

page-2-2/ 

Blue Mountain Solutions Inc. is launching 

their new Online Learning Centre, which 

is easy to follow and flexible on time. It is 

an efficient way to get your team trained 

and onboarded with customer service. 

https://www.bluemountain.solutions/ 

learning-centre 

dormakaba Canada Inc. is announcing 

BlueSky Access, its cloud-based mobile 

access key delivery application that 

combines security and convenience. 

Create a simplified guest experience, 

while streamlining hotel operations. Guests 

receive their room key on their smart device 

allowing them to bypass the front desk and 

go straight to their room, as well as access 

authorized areas throughout the hotel 

property. Visit dormakaba.us/BCHA and 

https://www.dormakaba.com/us-en/ 

solutions/products/lodging-systems/ 

mobile-access-solutions/blueskyaccess-420578 

go2hr has a new HR support initiative: 

Regional HR Consultants. Partnering with 

the BC Government and the Vancouver, 

Coast, and Mountain regions, go2HR 

offers complimentary human resource 

advisory services for tourism and 

hospitality employers through Regional 

HR Consultants. Wherever you are in BC, 

your Regional HR Consultant can assist 

you with recruitment, retention and more. 

https://go2hr.ca/hr/regional-hr-consultants 

New Members 

The BC Hotel Association is proud to 

welcome these new members: 

Associate members: 

Arkitek Creative Inc. 

Bell Alliance LLP 

Crease Harman LLP 

David Roberts Food Corporation 

Kasselman Creative Ltd. 

New Life Painting and Decorating Ltd 

Peninsula Canada 

RaDaR Immigration Inc. 

Stash Hotel Rewards 

Takasa Lifestyle Company 

Hotel members: 

Bedford Regency Hotel 

Best Western Pacific Inn & Suites 

Best Western Plus Sunrise Inn 

Best Western Premier Route 97 

Cabins West 

Fairfield Inn & Suites Kamloops 

Holiday Inn Express & Suites Vernon 

Hospitality Inn 

Pacific Inn & Suites Kamloops 

Vista Inn and Suites 

Congratulations 

Congratulations to the Summerland 

Waterfront Resort and Spa which has been 

awarded the 2022 Tripadvisor Travelers 

Choice “Best of the Best” Award. This 

means the resort is ranked in the top 1% 

of properties worldwide based on earning 

excellent reviews from travellers. And 

to make things sweeter, the resort also 

cracked the top 25 resorts in Canada! 

The Inn at the Quay also won a Traveler’s 

Choice Award which recognizes businesses 

that get consistently good reviews. 

Congratulations to the following hotels that 

were honoured to be on Travel + Leisure’s 

annual Reader’s Choice Awards list: 

The 10 Best Resort Hotels in Canada 

2. Fairmont Chateau Whistler, BC 

7. Four Seasons Resort and Residences 

Whistler, BC 

9. The Westin Resort & Spa, Whistler, BC 

10. The Wickaninnish Inn, Tofino, BC 

Appointments 

Graeme Benn has been appointed Dual 

General Manager of JW Marriott Parq 

Vancouver and 

the DOUGLAS, 

Autograph Collection 

Hotel. The industry 

veteran has 35+ years 

of global hospitality 

experience in luxury 

and full-service 

Graeme Benn hotels. 

Jeneen Sutherland is the new Executive 

Director of Wilderness Tourism Association 

(WTA). She says, “The WTA is a ‘force for 

good’ that aims to preserve remote areas of 

BC, and it is our goal to foster responsible and 

respectful travel in our beautiful province. We 

are one of the many voices advocating for 

forests, oceans, communities, and wildlife. 

For our members, operating a wilderness 

tourism business goes hand in hand with 

being stewards of the land and sea.” 

RHB Enterprises is excited to welcome Colin 

Turley to their team as BC area sales rep. 

He’s very personable and has an extensive 

background in restaurant management 

after working for several establishments in 

Vancouver and Toronto. 

Former BCHA Board Director, Brian Rohl, 

has been appointed as General Manager of 

the Georgian Court Hotel. 

The 10 Best City Hotels in Canada: 

2. Rosewood Hotel Georgia, Vancouver, BC 

3. Fairmont Empress, Victoria, BC 

4. Magnolia Hotel & Spa, Victoria, BC 

6. Fairmont Hotel Vancouver, BC 

9. Fairmont Waterfront, Vancouver, BC 


GO 

Green 

People, Planet, 

Prosperity 

The Role of Hotels in Regenerative Tourism 

by Elizabeth Smith 

The climate, the way people travel, 

and what people expect from hotels is 

changing. Travellers and prospective 

employees are increasingly looking for 

hotels that align with their values and are 

contributing to a brighter future. A 2021 

study of global travellers by Booking. 

com found that 76% of respondents 

pledged to seek out accommodation 

with reputable third-party sustainability 

accreditation. 

For some, a brighter future means 

focusing on people and community. 

For others, this means addressing 

environmental impacts such as 

greenhouse gas emission reduction 

and water conservation. For everyone, 

it is about ensuring that we have a future 

in which we can all thrive. Ensuring all 

three areas (people, planet, prosperity) 

are covered is called the triple bottom line 

approach. 

Later this year, Green Key Global will 

be launching updated and improved 

eco-rating criteria for its hotel certification 

program. The new triple bottom line 

approach will help hotels on their journey 

from sustainable to regenerative by 

focusing on People, Planet, and Prosperity 

in alignment with the UN Sustainable 

Development Goals (SDGs). The updated 

Green Key Global Eco-Rating program will 

continue to be recognized by the Global 

Sustainable Tourism Council (GSTC) 

and will feature virtual audits to help 

hoteliers stand behind their certification 

and enhance hotel relationships with 

responsible suppliers. 

From Sustainable to Regenerative 

A regenerative approach means working 

to repair and restore systems (ecological 

and social) that have been damaged 

and ensuring those systems are set up 

to thrive in the long term. Economist 

John Fullerton describes regenerative 

capitalism as “applying the lessons of 

living systems to economic systems.” 

Living systems are inherently restorative 

and almost always in balance. 

An Economy 

Place – Culture – Enterprise – Government – Commons 

LESS 

Energy/Materials 

Required 

Holistic Thinking 

Patterns 

Natural System Design 

REGENERATING 

Conventional Green Sustainable Restorative Regnerative 

DEGENERATING 

Mechanistic Design 

Reductionist 

Thinking Parts 

MORE 

Energy/Materials 

Required 


For hotels, moving beyond sustainable 

to regenerative means a stronger focus 

on employees and residents and on 

ecosystem restoration and conservation, 

while remembering that a strong fiscal 

performance is necessary to be able to 

support these activities. 

Green Key Global & the UN 

Sustainable Development Goals 

(SDGs) 

For over 20 years, Green Key Global has 

been helping properties in North America 

and beyond to showcase and improve their 

environmental sustainability performance 

through its certification programs. This 

latest update to the program will see the 

hotel-specific assessment criteria as well 

as the comprehensive package of tools 

and resources go beyond environmental 

sustainability by addressing all 17 of the UN 

Sustainable Development Goals. 

The improved Eco-Rating program will 

include additional questions and resources 

focused on responsible consumption, 

reduced inequality, climate action, good 

health and well-being, reconciliation, 

accessibility and inclusion, biodiversity, 

and more. 

Take SDG 3 - Good Health and 

Wellbeing as an example. New questions 

will reward hotels that offer extended health 

benefits, wellness programs, Employee 

Assistance Programs (EAP), cross-job 

training opportunities, and job flexibility. 

Focusing on employee wellness is good 

business as these programs help attract 

and retain top talent. 

Virtual Audits & Digital 

Documentation Submission 

Organizations now embrace new and 

innovative digital processes. Green Key 

Global program updates will allow hotels to 

book virtual audits and submit supporting 

documentation digitally. 

After completing the self-assessment 

questionnaire, hotels will be able to choose 

to work on improving their score or submit 

it for verification. Properties will be provided 

with a list of required documentation 

(policies, reports, employee handbook, 

etc.) which they will be able to submit 

through a secure portal. 

During the virtual audit, managers will 

meet with an auditor to review their selfassessment. 

Hoteliers should be prepared 

to provide additional supporting evidence 

and conduct a virtual tour of the property 

for the verifier. These new digital processes 

will be more efficient, economical, and 

better serve remote properties across 

North America while further reducing the 

carbon impact of conducting all audits 

on-site. 

Green Vendor Directory 

Purchasing from responsible vendors is 

critical to reducing a hotel’s environmental 

impact and maximizing the benefits for 

the community and economy. Green 

Key Global’s Green Vendor Directory is 

designed to connect members with 

environmentally and socially responsible 

products and services within the hospitality 

and meetings and events space. 

Hotel-specific suppliers range from 

guest amenities to cleaning products to 

renewable energy solutions. 

Through a new online vendor application 

process, Green Key Global aims 

to increase transparency and provide 

qualified suppliers in every area of their 

sustainability journey to hotels. 

Join Green Key Global to start your 

journey toward regeneration and contribute 

to a future where people, planet, and 

prosperity are in balance. 


Retaining 

Your Top 

Talent - 

Inspire and 

Motivate 

by Cindy Conti 


With the continuing exit of baby boomers from the workforce and the 

competitive labour market, the need to retain top talent in the tourism and 

hospitality industry has become more and more critical. The workplace has 

changed because of COVID-19, and it continues to evolve as we navigate 

this new world of work. Some of the old tactics we used to inspire and 

motivate employees in the past now seem outdated. What used to be 

impactful pre-pandemic may no longer have the same effect. 

So, what can you do to retain your top talent? Start by taking an objective 

view of the programs and offerings you already have in place, and ask 

yourself, “Will this continue to inspire and motivate our employees to stay?” 

If not, make changes to meet the ever-changing needs of our industry, your 

business, and your staff. 

Your employees may spend as much as one-third of their lives at work. If 

they don’t find the experience rewarding, or are not recognized for making 

an important and valuable contribution to the company, why would they 

stay? Everyone wants to feel needed and valued in the workplace, not just 

through wages and benefits but also by having their voices and opinions 

heard, being recognized for their efforts, and having opportunities for 

growth and development. These factors contribute to a successful retention 

strategy that keeps your employees motivated and leads your company to 

long-term success. Consider the following methods: 

Offer Flexible Work Arrangements or Scheduling 

Consider offering a hybrid work model between home and the workplace 

for those who work in office settings such sales, finance, and administration. 

Show your employees that while the business needs must be met, you also 

respect their personal needs. Stress the importance of providing work-life 

balance, whenever possible. Consider offering a shorter workweek or 

a weekend off once a month for employees who cannot work remotely. 

RHB is your 

seating source 

HOTEL • RESTAURANT • OFFICE 

LIGHTING 

CASEGOODS 

UPHOLSTERY 

SEATING 

CONTRACT 

FURNISHING 

SOLUTIONS 

FAST DELIVERY 

CANADIAN MADE 

1-866-208-7675x2011 • rhbenterprisesinc.com • @rhbenterprises 

InnFocus 13 

2022 Inn Focus 1/4.indd 1 2022-08-01 2:49 PM

Professional Development 

Workplace expectations have changed 

significantly in the past couple of years. 

Employees want to know what’s in it for them. 

Offer opportunities for training and education, 

and a clear path to career advancement. 

Promoting from within not only helps 

employees feel valued but also allows them 

to feel they are contributing to the success of 

the business. If the employee isn’t yet ready 

for the next step, then set up a plan to help 

the person get there. 

Review HR Policies 

Take time to review your existing 

policies and update your 

employee handbook. Do your 

current policies reflect the new 

work world? Consider allowing employees 

to take time off work to deal with personal 

or family-related issues. Some may still be 

struggling to balance home and work-life 

responsibilities such as childcare, elder care, 

or pet care. Review your travel policy, if you 

require your employees to travel. And don’t 

forget to review and update any policies that 

pertain to your employee’s health and safety. 

Compensation & Perks 

Review your total compensation plans, not just 

the base salary. Look at the whole package. 

What types of benefits do you offer and are 

they currently being used? Could you consider 

eliminating perks that aren’t frequently used 

and replace them with something more 

meaningful or relevant? Can you personalize 

benefit selections by offering financial tools for 

retirement, pet insurance, or floating holidays 

to accommodate different cultures? Consider 

Consider floating holidays to 

accommodate different cultures. 

partnering with another local business so 

you can swap employee discounts or gift 

certificates. Review your salary structure and 

wages. Are your base salaries and wages 

competitive within the industry? 

Motivate Your Seasonal Employees 

to Return 

Before the season ends, talk openly with 

your departing employees. Schedule a 

quick check-in meeting and ask them about 

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their experiences and whether they would 

consider returning the following season. 

Stay connected after they leave. Create an 

Instagram or Facebook page, a WhatsApp 

group, or another social media page for 

employees to stay in touch. The more ways 

you can make employees feel like they are 

still part of the family, the more inclined they 

will be to return. 

One of the many advantages of having 

employees return to your business is that 

it is not necessary to retrain them 

each year. Saved training dollars 

can be used as incentives. Consider 

offering returning staff a higher salary 

upon their return or offer a returning 

signing bonus. 

Make Mental Health a Priority in the 

Workplace 

If we have learned anything over the past 

two years, it’s that the health and wellness of 

your employees is vital, especially if you want 

them to stick around. From the uncertainty of 

job security to the ups and downs of layoffs 

and recalls to being on the receiving end 

of upset guests, your employees have kept 

your business running, and it has taken a 

significant toll on their mental and physical 

well-being. Start talking about mental health 

in the workplace. Understand that employees 

may need help if they aren’t feeling like 

themselves. You need to notice if they are 

struggling to meet the daily demands of their 

jobs. Communicate with your employees and 

allow their voices to be heard without fear of 

reprimand. Ensure they know who they can 

safely go to if they have questions or concerns. 

Become known for having a workplace culture 

that values the well-being of its staff. When 

employees feel valued and connect to your 

organization, they work with a deeper sense 

of meaning and strong motivation. 

As the tourism and hospitality industry 

continues to recover from the impacts of 

the pandemic, inspiring and motivating your 

employees to retain them needs to be a 

workplace priority. As business leaders, you 

are not expected to have all the answers. 

There is a wealth of free resources available 

and go2HR is here to help. We invite you to 

contact us to learn more about how you can 

support your employees at hr@go2HR.ca. 

Cindy Conti, CPHR, is HR Consultant- 

Vancouver, Coast & Mountains with go2HR, 

the human resources and health and safety 

association for the BC tourism industry. 


HOTELIER FEATURE: 

Angie 

Eccleston 

General Manager of the Crest 

Hotel in Prince Rupert 


Angie Eccleston is the General Manager of the Crest Hotel in Prince 

Rupert, a role she took on in October 2021 after being with Prestige 

Hotels and Resorts for 10 years. 

“I wanted to live by the ocean and had been looking at Prince 

Rupert for quite a while,” says Eccleston. She had settled into 

Smithers, where she was General Manager at the Prestige Hudson 

Bay Lodge, and it didn’t seem like an ‘ocean opportunity’ would 

come up to move with Prestige. 

But then, “I got a LinkedIn message from a managing director 

who was looking for someone to run the Crest Hotel. They were 

reaching out within their current network and asked me if I knew 

anyone who was interested. I said, ‘please consider me first,’ and 

it went from there.” 

It was hard leaving a company that had been good to her for so 

many years, but there was also the draw of something new. “I would 

have to learn how to operate under different circumstances,” she 

explains. “The Crest Hotel is an independently owned property. You 

just have to go through one layer to make changes. But in other 

ways it’s hard. I can’t call on a bunch of other general managers 

for advice on how they’ve handled a similar situation.” Fortunately, 

Eccleston is still able to lean on the support system she built at 

Prestige, while building new relationships with other local operators. 

Eccleston had her start in the hotel industry as a night auditor 11 

years ago. “I left a manufacturing job that I couldn’t get ahead in,” 

she says. “I found the work very tedious and boring. I needed to 

try something more engaging, and I thought hotels would be such 

a different feeling, so I took a chance.” It paid off and Eccleston 

immediately found the work rewarding. She worked for three weeks 

as a night auditor, before moving onto the day shift. 

“That’s where I really fell in love with the hotel industry. There is 

such a variety of unique challenges requiring creative solutions. 

It also felt like people were being respected in a way that I wanted 

them to be,” describes Eccleston. 

She worked her way up from front desk to assistant manager 

at Prestige Harbourfront Resort in Salmon Arm and later became 

General Manager at Prestige Radium Hot Springs Resort before 

moving to Smithers. 

In her current role, Eccleston is responsible for a team of 

‘incredibly competent and skilled’ managers who look after 

different departments. “My role is to act as a support system 

for them. I assist them with challenges—doing what I can to 

make their jobs easier—and also maintain an active role in the 

day-to-day operations.” 

Eccleston continues to find the job very rewarding. “Between 

our guests and co-workers, I can help people improve their 

day and see that a tough minute is not necessarily a tough day. 

I get to bring people out of their shells and have an authentic 

experience—it’s not all just work. We can also have a good time.” 

Eccleston is also learning how to lead leaders. “You don’t stop 

learning,” she says. She wants to foster the same environment 

for her staff. “People should have the opportunity to learn, grow, 

and make mistakes in a safe space.” 

Eccleston credits her mentors, like Heather Bodnarchuk 

and Tanya Stroinig, as being instrumental in her growth and 

development, and encourages other aspiring leaders to seek out 

mentors. Eccleston acknowledges the current labour challenges 

but tries to inspire future leaders by operating with integrity— 

and is clearly doing so. 


Samsung Canada 

Elevates the Guest 

Experience with 

Digital Innovation 

To help support the efforts of hotels and deliver value on their 

digital investments, Samsung Canada offers an array of digital 

display solutions. Such solutions ensure efficient, high-end 

connectivity that allow hotels to deliver impeccable service 

and communication from check in to check out and beyond, 

driving and enhancing guest loyalty. Whether it’s outdoor 

digital signage that captures guests’ attention or in-suite 

digital tools that keep guests both informed and entertained, 

Samsung’s innovative digital solutions support the incredible 

guest experiences that hotels strive to provide to their guests. 

The world around us is rapidly changing. After a challenging 

couple of years, the way people engage and interact with 

each other has evolved, which influences their attitudes and 

behaviour. As part of this change, today’s guests have increased 

expectations, which now include enhanced experiences that are 

enabled by seamless digital connectivity. 

A personalized hotel experience is important to guests, so 

increased pressure is being placed on those working within the 

hospitality industry to explore and invest in digital technologies 

that will meet guests’ enhanced expectations. 

Making a Big Impression with Impactful Digital Signage 

It’s no secret that the guest experience begins as soon as 

patrons enter the hotel lobby. To help create an immediate 

impression that guests will remember, Samsung’s LED displays 

are an incredibly powerful visual tool. The Wall, for instance, 

allows hotels to showcase welcome messages for event 

attendees, or wayfinding information for private functions. 

And, when the screen isn’t being used to deliver specific 

messaging, it can be leveraged to display captivating scenes 

of the city, its landmarks, landscapes, or other local highlights. 

16 InnFocus 

Advertising Feature

Augmented Signage for Additional 

Revenue Elevators can also be outfitted 

with Samsung digital displays to provide 

guests with news, weather, directions to 

hotel amenities, or information specific to 

the hotel. For example, a digital display can 

promote the hotel’s restaurant, café, bar, and 

gift shop by displaying timely deals, menu 

boards, upsell opportunities, and special 

promotional offers, generating additional 

revenue for the hotel. 

Checking-In Made Easier 

A growing trend among some travellers today is their increasing desire for a 

discrete and private check-in experience. Samsung enables this experience with 

its interactive, self-service Kiosk, which provides guests with the ability to check in 

or select upgrades. The Kiosk boasts a compact, space-saving design, advanced 

security, and easy management and maintenance for reliable performance. 

Delivering a Premium In-Suite Experience 

For most travellers, a comfortable and seamless in-suite experience is one of 

the most important aspects of their stay. Samsung’s new generation, in-room, 

hospitality TVs with QLED display technology for deeper contrast and exceptional 

brightness featuring Samsung’s new content management system, LYNK Cloud, 

provide a gateway to hotel information, services, and activities. It’s a way for hotels 

to provide a new level of interactivity for their guests, which includes opportunities 

and access to new experiences in a personalized manner, allowing guests to order 

room service, view menus, and check out easily and conveniently. 

Digital Concierge Stations 

Digital touchscreen displays can also be used to provide guests with real-time 

information regarding local restaurants, sporting and entertainment events as well 

as airport and airline updates. Serving a similar function as a mobile device, a digital 

concierge station helps fulfil guests’ search needs while encouraging essential 

personalized engagement with the hotel. 

Outdoor Signage 

With the latest fully integrated and contained 

outdoor signage technology, which can 

withstand different weather elements, 

hotels can reach potential guests with 

messages promoting different services 

and offerings like free Wi-Fi, complimentary 

breakfast, parking, discounted nightly 

rates, or seasonal partnerships with local 

restaurants. This provides hotels with yet 

another way to increase revenue. 

In an ever-changing world and continuously 

evolving hospitality landscape, 

hotels are always exploring new ways 

to “wow” their guests and provide them 

with an exceptional experience during 

their travels. Through its innovative digital 

display technology, Samsung is helping 

the industry achieve that goal. 

For more information concerning the 

ways Samsung Canada’s innovative 

digital solutions can help elevate the 

experience you provide for your guests, 

contact Jared Lay: jared.lay@samsung.com. 

Advertising Feature InnFocus 17

The 

Okanagan 

BC’s Wine Region 

Grows Up 

by Carolyn B. Heller 

Elizabeth Cucnik has seen lots of changes 

in BC’s Okanagan Valley. The general 

manager of Penticton Lakeside Resort & 

Conference Centre grew up in this sunny, 

agricultural region once known for “beaches 

and peaches.” Today, she says, with more than 

200 wineries and an expanded infrastructure 

for active pursuits, the Okanagan is becoming 

“a world-class destination.” 

An influx of entrepreneurs—opening coffee 

shops, breweries, wineries, restaurants, and 

more—has brought greater cultural diversity and 

sophistication to the Okanagan, which extends 

from the US border, along a chain of lakes north to 

the cities of Kelowna and Vernon. For visitors, this 

mix of urban attractions, outdoor experiences, and 

a growing selection of places to eat and drink, offers 

plenty to see and do. 

Penticton Lakeside Resort & Conference Centre 

Opened in the 1980s on Okanagan Lake, the 273-unit 

Penticton Lakeside Resort has evolved along with the 

region. Family-run RPB Hotels took over the property in 

1993, and in 2017, constructed an upscale 70-suite annex. 

This newer West Wing is an environmentally friendly all-wood 

structure, which Cucnik describes as one of the first of its kind in 

Canada. From the spa-like bathrooms to the oversized lakeview 

balconies, she says that the West Wing offers “a more elevated 

experience,” to couples and business travellers who can afford 

a higher price point. 

During the summer, Cucnik says, the hotel’s overall demographic 

“is typically families that have a healthy disposable income and love 

spending time exploring,” enjoying water sports, mountain biking, and 

other outdoor activities. The property also draws older independent 

travellers, who come for wine touring or sampling the microbreweries. 

Courtesy of Penticton Lakeside Resort 


The Penticton resort offers more than 32,000 square feet of 

conference space as well, and after two challenging years, the 

meetings and event business “is coming back in abundance,” 

Cucnik notes. The hotel is attracting corporate retreats, by 

offering yoga classes and other wellness services onsite, and 

partnering with local businesses, such as nearby wineries, to 

host private tours or tasting events. 

“People now are seeking these niche, unique experiences,” 

Cucnik states. “They want something that they can’t get 

everywhere. So as a hotel, we’ve really had to think about how 

we can stand out.” 

Summerland Waterfront Resort & Spa 

Many guests at Summerland Waterfront Resort & Spa “just want 

to zone out,” says General Manager Tom Matthews. “They want 

to get their shoulders down from their ears and unwind.” 

At this strata property located lakeside between Penticton 

and Kelowna, the 115 studio, one-bedroom, and two-bedroom 

suites, all with kitchens and fireplaces, are individually owned. 

Families, primarily from the Lower Mainland, make up the resort’s 

main summer clientele, while in the off-season, Matthews says, 

“We see a lot of couples wanting to escape for a couple of days.” 

“We do a huge repeat business,” adds Matthews, who 

also owns Tepic Management Group which manages this 

Summerland property. “It’s people coming for their annual 

Father’s Day trip. It’s the grandparents joining the grandkids for 

the 15th summer in a row.” 

The growth in the wine industry is the biggest change that 

Matthews has seen during the more than two decades he’s 

lived in the Okanagan, and the city of Kelowna has developed 

exponentially as well. “I remember winter days up there 28 

years ago where the tumbleweed would be blowing down 

Harvey Avenue,” Matthews quips. Now, he says, “Kelowna has 

exploded.” 

Hyatt Place Kelowna 

Opened by Surrey BC-based West Fraser Developments in 

July 2020, Hyatt Place Kelowna is capitalizing on the city’s 

expansion, says General Manager Cedric Younge. The 161- 

room Hyatt is positioned between limited-service properties 

and more expensive waterfront resorts, targeting millennial 

business and leisure travellers seeking “a cool vibe and 

elevated service at a decent price.” 

The Hyatt brand is drawing active travellers, including 

Americans who might previously have chosen Whistler or 

Banff. The hotel rents e-bikes for cycling the nearby rail trail, 

and Younge says, “You can be in the woods hiking in about 10 

minutes.” The city’s north end has become a craft beer hub, 

and both the culinary scene and the wine industry continue 

to evolve. 

When he arrived in the Okanagan from Montreal in 2005, 

Younge says the lack of diversity surprised him, but these 

days, “every single culture is represented.” At the Hyatt Place, 

employees come from Russia, Mexico, Chile, and Jamaica, as 

well as many Canadian regions. 

What makes Kelowna—and the Okanagan—so attractive, 

Younge adds, is that from wine, food, and the outdoors to 

its increasingly multicultural population, “you’re hitting all the 

niches.” 

Photos this page courtesy of Summerland Waterfront Resort & Spa 


When It Comes 

to Hosting Major 

Sporting Events, 

Hotels Are 

the MVPs 

by Tania Moffat 

20 InnFocus 2015 FIFA Women’s World Cup - Courtesy of Sport Hosting Vancouver

What do the HSBC World Rugby Sevens 

Series, FIFA World Cup, and Invictus Games 

all have in common? All three are among 

the list of major sporting events scheduled 

to be hosted in Vancouver over the next few 

years. Secured by Sport Hosting Vancouver, 

a partnership between the City of Vancouver, 

Destination Vancouver, the Vancouver Hotel 

Destination Association (VHDA), and several 

competition venues, the group strives to build 

upon the city’s reputation as a desirable host 

city for sports. Vancouver has an advantage 

in attracting this type of tourism, thanks to its 

world-class sports facilities, infrastructure, and 

desirability as a visitor destination. However, 

securing these events and ensuring their 

success is a long and arduous process in which 

the hotel industry plays a critical role. 

Hosting a mega sport, such as the HSBC 

Canada Sevens rugby tournament, is both 

costly, involving support and financing from 

all three levels of government, and lucrative, 

providing an economic boost for the community. 

According to Sport Tourism Canada, sport 

tourism attracted 15.9 million visitors to various 

events across Canada in 2019 and generated 

$7.4 billion. Visitor spending in BC, the second 

highest in Canada, reached approximately 

$1.7 billion, with accommodations making up 

the majority of spending, followed by food and 

beverage. 

Working as a Team 

“British Columbia, and Vancouver specifically, 

is blessed with its location as a spectacular 

and inspiring destination for these types of 

events,” says Royce Chwin, CEO and president 

of Destination Vancouver. “The city is fortunate 

to have an excellent selection of hotels in terms 

of brand and quality. Our hotel community 

understands, values, and supports our city 

hosting major sport events. We could not 

do so without them as core partners. Hotel 

support played a major role in Vancouver and 

Whistler securing the 2010 Winter Olympic and 

Paralympic Games. And, as we look ahead 

to the FIFA World Cup, the Invictus Games, 

and the Laver Cup, Vancouver could not 

have bid for and won the right to host these 

without the tremendous support from our hotel 

community.” 

Canada Sevens - Courtesy of Sport Hosting Vancouver 

Stephen Regan, executive director of the 

Vancouver Hotel Destination Association, 

agrees, “When it comes to major international 

sporting events, hotels are almost as important 

as the competition space. Athletes need 

comfortable, quality space to sleep and rest 

to perform their best. Coaches, managers, 

trainers, and other team support staff see hotels 

as partners in supporting athletes with private 

space to meet, strategize, socialize, and anchor 

their whole event experience. Major events 

also need to ensure sponsors and media are 

treated well, and a big part of their experience 

is quality accommodation with responsive and 

helpful staff.” 

Sport Hosting Vancouver spearheads 

the partnership that actively pursues these 

mega-events. “It’s a great partnership that 

has allowed us to simultaneously support 

the visitor economy, community, hospitality 

industry and event destinations,” explains 

Michelle Collens, senior manager, Sport 

Hosting Vancouver. “We are proactive and look 

for events that complement other businesses 

and leisure travel that we have coming in. This 

helps to maximize our calendar availability 


2016 America Masters Games - Courtesy of Sport Hosting Vancouver 

both for our venues and our stakeholders in the hospitality industry, 

especially our hotels. 

“Hotels play a critical role right from the beginning when we’re 

attracting large events. Destination Vancouver, our marketing 

organization, will forward an RFP to the VHDA to notify them of the 

opportunity and what the client is looking for—dates, room blocks, 

room needs and any other concessions they may require. The VHDA 

then alerts us to their inventory and then prepare a bid which includes 

everything the event right holder needs, from competition venue 

availability, hotels, transit, and transportation to any other ancillary 

features we want to highlight about our city, such as the walkability from 

hotels to competition venues. Once the business end is confirmed, 

we will assist with spectator planning. Having a single point of contact 

makes it easier for organizers and also helps us to present a compelling 

bid as to why they should bring their event to Vancouver.” 

Securing the Event 

When considering events, those that fall outside of peak travel 

seasons are preferred as they support the hospitality industry. This 

is an issue that has become increasingly important due to the overall 

shortage of hotel rooms. “There is a capacity gap that our industry 

has been facing in various forms for more than a decade. This is not 

news: cities of a comparable profile have been building hotels and 

adding rooms. At the same time, Vancouver’s hotel supply has been 

contracting; the city is now net negative 1,500 rooms since 2010,” says 

Chwin. Unfortunately, when the system is overstressed, it becomes 

increasingly difficult for visitors to find and secure an affordable room, 

decreasing their satisfaction. 

“Although we try to secure major events when hotels have more 

capacity as a destination, that is not always possible. When major 

events like FIFA land in our high season, it helps if hotels take a slightly 

broader, long-term view of the business. Hosting one major event can 

lead to hosting another and then another. A sport hosting reputation 

is built over time. If hotels are keen partners and provide competitive 

room pricing and quality services, it provides the confidence other 

destination stakeholders need to be aggressive in seeking sport 

business,” says Regan. 

Once an event has been secured, Sport Hosting Vancouver begins 

working to identify and promote packaging for the leisure traveller. 

Packages could be a combined ticket and room rate or securing a 

courtesy block of rooms at a set rate. These promotions are shared 

with VHDA members, however every hotel should be marketing their 

own deals to this demographic. Providing destination packages, 

offering tickets to other local events, points of interest, or restaurants 

are a great way for them to attract the sport tourist. 

Hosting mega events, sport or otherwise relies heavily on the 

hospitality industry. Just as the events require facilities, the people 

behind and attending them need a comfortable place to rest at 

reasonable prices. Hotels are clearly an MVP, given their involvement 

from the initial bid to delivering a satisfactory experience to the 

organizers, athletes, and fans once the event is underway. 


Collaboration as a 

Path to a Prosperous 

Workforce 

By Alison Langford 

It is no secret that our industry’s 

workforce crisis is currently the single 

greatest barrier to our recovery and 

growth following the devastating impacts 

of the COVID-19 pandemic. Already 

challenged by labour shortages prepandemic, 

Canada’s tourism sector lost 

1 million workers between March and 

May of 2020, and within the tourism 

sector, the accommodation industry 

was the most severely impacted. 

Frequent lockdowns and the instability 

of our industry have driven hundreds 

of thousands of employees from the 

tourism sector to other industries like 

retail and health care. With record low 

national unemployment rates, the labour 

shortage has reached a 

crisis point with hotels 

capping occupancy to 

maintain service levels. 

Early in 2022, the 

hospitality industry had 

the added challenge of 

competing with other 

sectors such as retail, 

health care, and manufacturing whose 

restrictions lifted much earlier than travel. 

As it stands, there are currently over 

27,000 jobs in BC’s tourism industry that 

need to be filled for businesses and the 

industry to be successful; and according 

to the Hotel Association of Canada our 

sector will need to increase national 

employment from 300,000 to 500,000 

by 2030 to meet increased travel 

demand. 

Despite the complexity and scope of 

this issue, the British Columbia Hotel 

Association (BCHA) has been laserfocused 

on expanding our network 

to implement our workforce strategy, 

aimed at driving recruitment, retention, 

and growth—both domestically and 

internationally. 

Local Training Programs 

As it relates to our domestic strategies, 

the BCHA is the lead partner in a Hotel 

Operation Service Skills Training Program 

with Progressive Intercultural Community 

Services (PICS) and Western Community 

College (WCC). This program is focused on 

growing our workforce through upskilling 

and retraining students during a 23-week 

hotel services training, which is followed by 

four weeks of practicum and employment 

support. Recently, the first iteration of 

the program finished in Vancouver with 

the second program in progress in the 

Okanagan region. 

In addition, we continue to focus on 

education as a path of entry to our sector 

The British Columbia Hotel Association 

(BCHA) has been laser-focused on 

expanding our network. 

and have numerous relationships with 

institutions across the province, including 

Camosun College through their Hospitality 

Management Diploma and Applied Tourism 

and Hospitality Management course. 

Both programs have co-ops or internships 

as part of their program. In addition, 

Hospitality Management and Latincouver 

Cultural & Business Society are private 

training schools that also have an internship 

component to their programs. 

Providing Support to Students 

Supporting students with their coops 

and internships is a win-win for the 

students and for the hotels that support 

them through their work experience. 

These are unpaid placements, so an 

accommodator has the opportunity to 

train a worker who has an intention of 

being hired after their internships are 

completed. We look to our members 

to support these training programs by 

taking the time to interview and take 

these students “under their wing”. While 

it does take time, we believe the benefits 

far outweigh the demands. 

International Recruiting 

In terms of our international efforts, the 

BCHA is pleased to have created several 

key partnerships with the Consulates 

of Barbados and El Salvador that have 

agreed to work exclusively with the 

BCHA. We have signed memorandum 

of understandings (MOUs) to create a 

pathway for skilled, experienced workers 

from each country to come to Canada 

and work primarily in the accommodation 

and hospitality sectors. 

In each country, the Ministry of Labour 

will pre-screen, interview, and prepare 

resumes for these highly trained workers; 

the international job seekers are then able 

to connect with members of the BCHA 

to be interviewed and hired to work in 

Canada. 

As workers from both Barbados 

and El Salvador require a LMIA to be 

hired, the employer will 

have to apply for that. To 

support our members with 

this process, the BCHA 

has signed partnership 

agreements with three 

immigration companies— 

Bell Alliance LLP, Radar 

Immigration Inc., and 

Crease Harman LLP. We encourage 

our members to connect with 

these companies or reach out to 

alison@bcha.com should you have any 

questions. 

These partnerships are vital to our 

workforce strategy which is aimed 

at successfully rebuilding a thriving 

workforce. Whether it be training 

programs with practicum components 

or new international partnerships, we 

are approaching the labour crisis with 

many possible solutions. We need to be 

far reaching, forward thinking, and as 

collaborative as possible; and while we 

have made great headway already, we 

look forward to keeping you updated on 

what else is to come. 


Menu Innovation 

Courtesy of Gordon Food Service 

Realize better profits with product 

cross-utilization and proper pricing 

by Gordon Food Service 

Amid all the challenges facing restaurant operators, menu innovation 

remains a key ingredient to success. It’s a matter of doing more with 

less. 

For restaurants, a downsized labour force means downsized menus. 

Supply-chain struggles have manufacturers in a bind, often unable 

to develop new products as they try to keep core products in the 

pipeline. Then there’s inflation. 

What’s an operator to do? Get back to basics—focus on ingredients 

that define the restaurant’s brand. It requires a lens of product crossutilization, 

menu smarts, and operational efficiency, according to 

Gordon Food Service® experts. 

Balancing Innovation 

Customers are dining out more and have increasing expectations. 

Buying a different cut of beef for each dish is a tall order. With a 

smaller kitchen staff and inconsistent product availability, you’re inviting 

stress, according to Calgary-based, Culinary Specialist Darren Lexa. 

He recommends a hard look at batch cooking and cross-utilization. 

Consider the convenience of batch-cooked short ribs. It’s a star 

in the centre of the plate, but it’s right at home elsewhere: 

• Add seasonings and use it for tacos. 

• Shred it into a nacho plate. 

• Stir it into a ragout and serve over pasta. 

• Cut it into chunks, deep-fry, and create a barbecue burnt ends 

appetizer. 

• Put it on a biscuit with a fried egg as a brunch item. 

“Cooking short ribs in bulk might require three or four hours of 

labour when you’re not open, but it will reduce the volume on the 

line so you can execute service easier,” Lexa says. 

Cover All Bases 

Innovative cross-utilization doesn’t stop with proteins. Simple 

mixtures can create signature flavours, Customer Marketing 

Manager Art Tigera explains. Add blackening spice to ranch 

dressing for a blackened ranch condiment. Combine ranch 

dressing and hot sauce for a buffalo ranch dip. “These can take 

your appetizers up a notch without adding new products.” 


Don’t overlook the bar, says Culinary Specialist 

Bill Pilgrim. A can of wild cherry topping mixed 

with a little bourbon makes a wonderful sauce 

for a chocolate torte. Those same cherries can be 

used to create a shrub for a non-alcoholic offering 

or for your signature Old-Fashioned. Add a bit of 

olive oil and vinegar to create a cherry vinaigrette 

for a marinade or salad dressing. 

Speed scratch cooking, using ready-made 

products and adding a few fresh ingredients, is 

another popular concept. Pilgrim suggests these 

ideas: 

• Signature salsa - Start with fire-roasted salsa 

verde, then blend in cilantro, jalapeños, green 

onions, and fresh lime juice. 

• Trendy elote - Start with frozen corn and 

jalapeño blend, combine with mayo, butter, and 

top with crema and a sprig of cilantro. 

• Seafood sauce - Start with lobster bisque, 

add cream and egg yolks, then whip until creamy 

and serve as lobster veloute. 

Price for Profitability 

A big mistake operators make is overlooking how 

plate costs affect profits. With rising food and 

labour costs, simply increasing menu prices may 

not protect profit margins. 

“You can’t make money unless you know where 

you’re losing money,” Tigera says. “Before you 

go through menu innovations, you really have to 

understand where your costs are.” 

One way to start is by analyzing the 10 or 15 

top-selling menu items, Culinary Specialist Adam 

Walkover suggests. Price adjustments on those 

items will impact the bottom line the fastest. After 

the first 15 items, cost out five more each week to 

cover the entire menu. Recipe Manager can help 

make sense of the numbers. 

Innovative dishes run through a pricing formula 

alone won’t always deliver the most profit. Pilgrim 

recommends putting the dish in front of your team 

and asking what they would pay. “They might tell 

you it’s a $19 dish in your market, where the foodcost 

formula might price it at $11 or $12,” Pilgrim 

says. “Using the perceived value can capture more 

profit on an item that’s pretty easy to make.” 

1 

2 

3 

4 

5 

6 

1 INGREDIENT = 

6 APPLICATIONS 

START WITH 

Gordon Choice® Fresh CVP 

Chicken Tenders 

CREATE 

Hand-bread for a basic appetizer 

basket or kids’ meals. 

Cut up and bread or batter to toss 

in a wing sauce as an alternative to 

chicken wings. 

Shred and use for nachos, quesadillas 

and even on-trend birria tacos. 

Grill and slice for salad toppers. 

Skewer and grill layered with veggies 

for a great kebab. (Use your favourite 

marinade or seasoning or apply 

international flair with Mediterranean 

seasoning.) 

Pound and hand-bread for chicken 

parmigiana, marsala or piccata. 

This article originally appeared in the Gordon 

Food Service Foodscape publication. Reprinted 

with permission. 


Extending 

the Lifespan 

of Your 

Equipment 

by Ellen Baragon 


Ensure that your property’s equipment functions at an optimum over 

the long haul by sticking to the correct use and maintenance guidelines 

provided by the manufacturer and the experts who service it. 

It’s not rocket science, but it’s safe to say many of us forget, or put off 

doing maintenance, until the equipment we rely on to keep our business 

running smoothly no longer functions properly or breaks down altogether. 

Two essential keys to protecting your equipment and extending its 

lifespan are to clean it regularly and pay attention to capacity limits. 

Washers and Dryers 

One simple way to keep your washing machines functioning efficiently 

over time is to ensure that they are used according to their design. For 

example, when someone tosses in a few small towels to launder in a 

washer designed to handle large loads of sheets and towels, it doesn’t 

extract properly, which causes additional wear and tear. That means it 

will likely need replacing earlier than a machine used as it was designed. 

You will also be wasting chemicals and energy for nothing. 

Dryers are indispensable in a hotel but can become fuel for fires if 

the lint, dust, and other particulate are not cleared out of the vents and 

throughout the ductwork system regularly. Lint is highly combustible, 

and if it is close enough to the dryer’s heating element, it can ignite and 

start a fire. It also restricts the dryer’s airflow and therefore its efficiency. 

If lint builds up in the exhaust vent and moisture gets inside, there is 

also the risk of mould. The lint screen should be cleaned every day, and if 

it’s torn, it should be replaced. Every three months, any lint accumulation 

from the lint chamber thermostats and sensors, as well as from the 

motor air vents, should be removed. Every six months lint should be 

cleaned from the gas burner area with a dusting brush or vacuum cleaner 

attachment. For steam dryers, the coil should be cleaned to prevent lint 

buildup between the fins. 

Every few months examine the motor and drive belts. Cracked or 

frayed belts need to be replaced. Tighten loose V-belts when necessary, 

and check belt alignment and safety devices such as door switches, 

sail switches, burner, and thermostats. 

Refrigerators 

As noted with other kinds of equipment, a refrigerator needs to be 

used according to its design to work properly and last. If it is stuffed 

with food items beyond its engineered capacity, it reduces the airflow 

which then lowers the cooling capacity. This is especially true for 

refrigerators that house a freezer. The cold generated by the freezer 

compartment keeps the rest of the unit cold. If the refrigerator becomes 

over-full of perishables, the cold gets trapped in the upper level of the 

compartment and the lower racks don’t get sufficient levels to keep 

food fresh. 

A kitchen that is relatively hot with considerable dust and grease 

will impact the efficiency and longevity of a refrigerator. For regular 

maintenance, the experts say it’s important to clean the refrigerator 

condenser of any oil, grease, or dust, every two to three months. 

Stoves 

Most commercial kitchens use a gas stove and once again, cleanliness 

of the stove is the number one priority for its maintenance, not only to 

keep it operating at maximum capacity, but to prevent the risk of gas 

leaks, explosions, and fire. 

Keeping the gas unit clean and professionally inspected and 

maintained will also make for better and time efficient meal preparation. 

Even small leaks in the tubing can affect the airflow, and char and 

burn cookware. 

Oxygen levels are another reason to keep a gas stove maintained. 

It is not possible to gauge the oxygen levels by the flame. Your gas 

unit may be consuming high levels of oxygen in the room without 

being noticed by the kitchen staff. Some facilities pump fresh oxygen 

into kitchens with a machine, but not all properties are so equipped. 

The experts say any gas-powered unit should be inspected 

annually by an authorized gas fitter who can discover anything that 

compromises the efficient and safe operation of the stove. 


Packaged Terminal Air Conditioners (PTACs) 

PTAC filters should be rinsed off with soap and water in a sink, at 

least every six months. It’s also important to clean the evaporator 

coils which can be pulled out of the wall and pressure washed. 

These two simple steps can increase the lifespan of the unit up to 

20 years and beyond. 

Variable Refrigerant Flow (VRF) Systems 

In hotels, VRF systems are common today because they offer a 

considerable advantage. Where temperature needs vary by time and 

location in the same building, and with heavy heating and refrigeration 

demands, VRF systems can take advantage of any unused thermal 

energy by redistributing it to other parts of the property. 

However, a large HVAC system of this type can be a challenge 

when there is a failure in one part of the system. There is a long list of 

ways that an HVAC system can be maintained by personnel without 

any special certification: 

• Filters should be checked every month and changed when 

soiled. 

• Evaporator and condenser coils should be kept clean and free 

of nearby blockages. 

• Outdoor units should not have any debris such as leaves, grass, 

dirt, sticks, or other material around and inside the vents. 

• Blockages to the vents such as furniture, boxes, or other material 

that can interfere with proper airflow should be removed. 

Developing and maintaining a 

maintenance schedule for your 

equipment will extend its lifetime. 

Following is maintenance for a certified HVAC professional 

to perform: 

• System controls checked to ensure they work properly. 

• Thermostats and other components adjusted and calibrated. 

• Belts, bearings, and other moving parts inspected to improve 

performance. 

• All electrical connections checked, cleaned, and tightened. 

• Recharge of the refrigerant fluid and repair of any leaks. 

• Inspection of the duct system to ensure all sections are sealed 

and fitted tightly together. 

• Inspect and clear drain lines to clear any blockages so that water 

can flow away easily. Note that an algaecide can prevent organic 

growth. 

Developing and maintaining a maintenance schedule for all your 

equipment will extend its lifetime and save you a lot of money in the 

long term. 


y Alana Dickson 

Courtesy of BCHF Photo by Geoff Howard Photography 

Time flies when you are having fun! 

In the last six months, the BC Hospitality Foundation (BCHF) has 

supported beneficiaries with over $15,000 in financial assistance 

and awarded 48 scholarships to hospitality, food and beverage, 

culinary, wine, and spirits professionals. 

But that’s not all we’ve been up to! The BCHF hosted the 

first annual Okanagan Golf Tournament on May 10th at Harvest 

Golf Club in Kelowna and the thirteenth annual Vancouver Golf 

Tournament at Coquitlam’s Westwood Plateau Golf & Country Club. 

Combined these events netted the BCHF just over $25,000. Funds 

from the 8th annual Victoria Golf Tournament at Olympic View Golf 

Club in August are still being tallied. Thank you to all golfers, event 

sponsors, and silent auction donors. 

Throughout these programs, more than 75 industry professionals 

donated their time by volunteering to review scholarships, plan 

events, manage social media, and recruit participants, sponsors, 

and auction items. Our industry professionals never cease to amaze 

us, they encompass the true spirit of hospitality at every level. 

Sandra started Tinhorn Creek Vineyards with her husband in 1994. 

Over the next 20 years as winemaker, she was the first in Canada 

to use screw caps and led the way for BC’s first sub-appellation— 

the Golden Mile Bench. As CEO, Sandra led Tinhorn to become 

Canada’s first carbon-neutral winery and was a recipient of go2HR’s 

Canada’s Safest Employers Awards. 

In 2017 Sandra began anew, starting Elysian Projects, a beverage 

and tourism consulting company. She created the Fortify Conference 

in 2018 helping artisan beverage producers better manage their 

businesses. 

She is an Executive in Residence at Accelerate Okanagan, a board 

member of TIABC and the creator of the weekly #BCWineChat on 

Twitter every Wednesday night. Sandra was named one of Canada’s 

Top 100 Powerful Women in 2016. 

What Other Fundraisers Do We Have Going On? 

Poplar Grove Winery is donating $1.50 per bottle sold of the 

Lakeview Rosé throughout the summer. Partial proceeds will be 

donated to our scholarship program. Don’t miss out! This delicious 

rosé sells out fast. Wines can be purchased from the winery tasting 

room, restaurant, and online. 

Other News 

We’d like to thank Jeff Guignard, who recently stepped down from 

his role as Chair of our Board of Directors. Over the past eight 

years, Jeff has given generously of his time and energy, and we are 

grateful for the difference he made. Thank you, Jeff! 

BCHF’s Executive Board is pleased to announce the appointment 

of Sandra Oldfield as the new Chair of the Board of Directors. 


y Mike Macleod, Director of Member and Business Development 

Many of our members will cite property and liability insurance as the reason 

for belonging to the BCHA. Not coincidentally, insurance matters have 

played a significant role in the support our organization provides to our 

members. Over the years, this has included offering members a variety 

of insurance programs that provide the advantage of a group purchase, 

as well as policies tailored to the unique needs of our sector. This work 

has also been supported by a variety of advocacy efforts that includes 

furthering the interests of our members with insurance companies and all 

levels of government. 

Recently, however, the industry has been faced with the most 

adverse insurance market conditions in decades. These conditions 

have led to unacceptable insurance premium increases during 

the worst economic conditions 

brought on by the COVID-19 

The industry has been faced with 

the most adverse insurance market 

conditions in decades. 

pandemic. Furthermore, many 

properties previously included in 

our BCHA Hospitality Insurance 

Program (HIP) were not even 

offered insurance. It is important 

to note that these conditions were 

experienced across the country and experienced both inside our program 

as well as externally. 

Faced with these market conditions, earlier this year, the BCHA, along 

with our provincial partners in HIP, commissioned a third-party study into 

our program and several months ago they provided their conclusions. The 

overarching theme was that BCHA along with its business partners had 

several good options to deliver better value within its insurance program. 

Not surprisingly, the recommendation outlined that taking better control 

over insurance matters and exploring self-directed models was the most 

important step. While the independent study may have yielded predictable 

results, it only scratched the surface on the work that was ahead of us. 

The partner associations in BC, Alberta, Saskatchewan, Manitoba, 

and Ontario decided on a five-step course of action in order to facilitate 

real change. The first step was to truly understand the needs of the hotel 

sector. We did this through a variety of surveys and in-person engagement 

sessions. The second step was to inform and educate members on 

the root causes of the issue, while outlining initial recommendations for 

possible solutions; this was accomplished by delivering the findings of 

the research project and gaining the support of plan members and 

non-plan members. 

The next step is to leverage the strength of hundreds of hotels across 

Canada. We have engaged businesses of all types and requested 

their policy information and support so that we can complete a robust 

feasibility study. The final steps are putting forth the best solution for 

our members—following the outcomes of our engagement process, 

research, and conversations—to support accommodators as a trusted 

advisor. After a decision on the best model to move forward with, we 

will seek to ensure we move forward with the right level of investment 

and map out a long-term strategy to provide a sustainable, predictable, 

and affordable insurance program. 

We are close to announcing 

a final recommendation and 

solution. Our members can be 

assured that the attentiveness and 

due diligence to this issue is in your 

best interest and will be beneficial. 

All members of the sector will 

be eligible to participate in this 

plan and may even seek to become business partners. Ultimately, 

the reason for this work is in response to what we’ve heard from 

members. We recognize the important role insurance plays for each 

of you, how crucial it is to have certainty on insurance premiums, and 

most importantly, to take back control in the currently unreasonable 

insurance market. 

Advertisers 

BCHA 

IBC 

BC Hospitality Foundation 29 

Coldstream 

FRESCo Building Efficiency/ 

FortisBC 

IFC 

BC 

RHB Enterprises 13 

Samsung Electronics Canada 16,17 

Telus 

IBC 

Tex-Pro Western Ltd 4 

Western Financial 14 

Group Insurance Solutions 

World Web Technology 7 


Keep guests connected, 

from check-in to check-out. 

Keep guests coming back with a strong, 

reliable connection they can count on. Our 

property-wide coverage and 24/7 bilingual 

support give you even more confidence in 

your level of hospitality. Find out what 

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telus.com/Hospitality 

Client TELUS 

1 TELGH11665_Business_MultiSuite_InFocus_7x4.indd 

Created 7-28-2022 6:08 PM 

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All colours are printed as process match unless indicated otherwise. Please check before use. In spite of our careful checking, errors infrequently occur and we request that you check this proof for accuracy. The&Partnership’s liability is limited to 

replacing or correcting the disc from which this proof was generated. We cannot be responsible for your time, film, proofs, stock, or printing loss due to error. 

APPROVAL 

Creative Team

InnFocus Fall 2022

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