Issue 19, July/August 2010


Issue Nineteen: Table of Contents

1.    First Overseas Centre Approved to Offer Institute Qualifications
Scores on Doors: When ‘An Inspector Calls’
NEW Institute Management Guide: Pricing
Preventing Legionella
This Charming Man: ‘Napo’ Films on Health & Safety Issues
Don’t Miss…’What Credit Crunch?’ A Report on Luxury Hotels 
A ‘World Without Waste’


July / August 2010

The Institute of Hospitality
Continuing Professional Development
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The July / August Issue of Know-how discusses a variety of issues and training topics affecting businesses, particularly in the summer months. Many organisations will be employing temporary or seasonal staff who - similar to regular staff - require an introduction to the business and its operations as well as Health & Safety training. Articles on food hygiene, Legionnaire’s and NAPO films will help managers and supervisors get new staff ‘up to speed’ safely.

Ever wondered what qualifies as '5 star'? Read about an in-depth report explaining the subtleties of the luxury hotel industry. Interested in pricing? See the Institute’s latest management guide on pricing. There is lots to learn, so read on!

1.  First Overseas Centre Approved to Offer Institute Qualifications CheckMark-Orange-JPEGsm.JPG

The Institute of Hospitality is pleased to announce the very first overseas centre offering the Institute’s hospitality management Qualifications. The Abu Dhabi University Knowledge Group offers the following Institute courses:

  • Certificate in Management
  • Diploma in Management
  • Advanced Diploma in Management

“It was a real pleasure to be approved as the first overseas centre to offer these fantastic qualifications,” says head of portfolio development at the co-ordinating centre for Abu Dhabi University, Susan Mainey. “We are sure that they will be incredibly popular over the next year and we hope that we will encourage other centres to apply for approval for these or similar qualifications.”

Click here to read the article about the expansion of the qualifications. To obtain further information about the Abu Dhabi University Knowledge Group from Susan Mainey at: or telephone: + 971 (0) 2501 5842. The Abu Dhabi University Knowledge Group’s website is located at:

Full details on the new awards can be obtained from the Awarding Body at:


2.  Scores on Doors: When ‘An Inspector Calls’  

The UK’s Food Standards Agency is the driving force in setting up the Scores on Doors scheme for businesses selling prepared foods throughout the UK. The premise of the programme is to improve the sharing of kitchen hygiene information to consumers who are purchasing food from such diverse sources as cafes, churches, infant schools and golf clubs. This information is available through a growing number of local councils who gather the information through inspectors. The public has a right to access the information - which is a ‘subset of the data held by Councils relating to Food Hygiene Inspections’ - under Freedom of Information and Environment Information Regulation Legislation.


To help your business remain compliant with food hygiene regulations, the Food Standards Agency offers free copies of Safer Food, Better Business, which explains in full what you and your staff must do to comply with hygiene regulations. There are specialist SFBB toolkits for Local Authorities as well as Catering businesses. SFBB is even available in sixteen different languages to ensure every staff person is properly trained in hygiene. To obtain the free training materials go to  To learn more about hygiene and hygiene regulations, visit the FSA’s website.

Food service businesses may also want to use the excellent online video available for free from the FSA called “Bacteria Bite Business”. In a surreal café, employees fail to use proper methods of hygiene with dire results. Only eight minutes long and with little language, this video sends a powerful visual message to employees about the importance of hygiene in food service businesses!...Read More>>

These free resources can ensure your business is ready when ‘an inspector calls’.

3.   Management Guide: Pricing for Hospitality Businesses  CheckMark-Orange-JPEGsm.JPG    


In the second of a series of finance guides, the Institute has just released its latest management guide entitled, Pricing for Hospitality Businesses, by Oxford Brookes University lecturer Cathy Burgess. Both the new guide and its predecessor, ‘Improving Revenues for Hospitality Businesses’, are available free to Institute members and can be downloaded under the  ‘Publications’ tab.  

Many in the hospitality industry will be familiar with Ms. Burgess’s popular 2001 book, ‘The Caterer & Hotelkeeper Guide to Money Matters for Hospitality Managers‘. Academics, students and practitioners will also want to take a look at Ms. Burgess’s new title called ‘Essential Financial Techniques for Hospitality Managers: A Practical Manual’ which is being published in September 2010 by Goodfellow Publishers.


Institute members can receive a 30% discount on the new title until 31 August 2010. Visit the Goodfellow Publishers website and quote discount code: IOHCPDAUG10 when purchasing the title.

4. Preventing Legionnaire’s Disease in Hospitality and Leisure CheckMark-Orange-JPEGsm.JPG

It has been eight years since a fatal outbreak of Legionnaire’s Disease occurred at Barrow-in-Furness’s council-owned arts hse-legionella-3.1.jpgand leisure facility in Cumbria. At the time, many people were baffled by the disease as well as the origin of the illness, which was ultimately traced to the facility’s air conditioning system. Following the incident, convictions and fines resulted for offences under the Health and Safety at Work etc Act 1974. Since that time, the Corporate Manslaughter and Corporate Homicide Act 2007 has come into effect and adds a further onus to organisations and businesses, which can now be found guilty of corporate manslaughter for serious management failures resulting in a gross breach of a duty of care.

Legionnaires' disease, a potentially fatal illness, is caused by a common bacterium called Legionella pneumophila which occurs naturally in many rivers, lakes and reservoirs. However, as shown in the Barrow-in-Furness case, Legionella can also infect purpose-built water systems such as cooling towers and air conditioning units, evaporative condensers and whirlpool spas.

Make certain your hospitality business has taken the necessary steps to prevent an outbreak by checking the UK’s Health and Safety Executive (HSE) website for free or low cost information. Overseas Institute members will normally find similar materials available from their government’s agency for Health and Safety or Disease Control Centre. One final important note: if you suspect a case of Legionnaire’s in the UK, it must be reported to the HSE Incident Contact Centre on 0845 300 99 23. 

5. This Charming Man: ‘Napo’ Films on Health & Safety Issues  CheckMark-Orange-JPEGsm.JPG

Do you employ inexperienced staff or perhaps workers who are not fluent speakers of the business’s primary language? If so, you may be interested in using films featuring Napo, a computer generated character who, through his actions and those of his colleagues, illustrates the steps employers and employees can take to avoid worker injuries. Napo does not use language in the films so this potential barrier to learning is removed. In addition, the colour and humour used in Napo’s films can appeal to all ages but particularly to young workers with no experience of a workplace.

To download and view Napo videos, go to the European Agency for Safety and Health at Work website.


6. Don’t Miss… ‘What credit crunch? More luxury for new money: European rising stars & established markets.’  CheckMark-Orange-JPEGsm.JPG

The luxury hotel market is a dynamic part of our industry, but how has it been affected by the global economic downturn? A recent report, 'What Credit Crunch?', includes a comprehensive description of the luxury hotel industry including:

  • What makes a hotel and its services 5 star?
  • How have consumers from Brazil, Russia, India and China (BRIC) affected the luxury market?
  • What is the luxury market’s current supply and demand, performance and value?
  • What are the drivers in this segment of the hospitality industry?

This full text report is available to Institute members in the eJournals Collection by simply searching the title or the phrase ‘What credit crunch?’ to obtain an online copy.*

If you are interested in learning about how to create and manage a five star hotel, then check out the world class operations at the renowned Ritz-Carlton hotel group in the following ebook title held in the Institute’s Online Catalogue:

New Gold Standard : 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company {McGraw Hill Professional} (2008). Michelli, Joseph A. McGraw-Hill.

*  Source Citation: Kiessling, Gabriele, Cristina Balekjian, and Arlett Oehmichen. "What credit crunch? More luxury for new money: European rising stars & established markets." Journal of Retail & Leisure Property 8.1 (2009): 3+. Institute of Hospitality eJournal Collection. Web. 11 June 2010.

7. A ‘World Without Waste’  CheckMark-Orange-JPEGsm.JPG

Interest in environmental issues within the many sectors of the hospitality, leisure and tourism industry is rapidly growing as managers seek ways to meet environmental compliance regulations and reduce the use of valuable resources. There is a great deal that can be done to minimise the impact of our industry on the environment while improving the business’s bottom line.

A useful first port of call for information on how hospitality businesses can increase their environmental credentials is WRAP, a UK organisation with a vision of a world without waste, where resources are used efficiently. The information provided on WRAP’s website offers businesses - both large and small - free advice and information on how to counteract rising costs through smarter procurement practices, better management of utilities, waste management and greener packaging.GREENGLOBE1.jpg

WRAP’s website gives access to a variety of helpful starting points, including:

  • Top tips for businesses – Providing useful information on how to reduce your over all environmental impact.
  • Video case studies – An example of how other businesses within the hospitality industry have managed to reduce their impact on the environment.
  • Email bulletins – The TastE bulletin is released quarterly and offers news, publications, events, tools and guidance for those who register with the Wrap website.

Whether you are interested in some quick tips, or seeking comprehensive environmental measures, WRAP’s website has a lot to offer. Visit WRAP's website today.

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