Motel Owners Vol 15 No 2 by Adbourne Publishing

PP 324494/00039

Volume 15 No 2

motel owners Journal THE AUSTRALIAN

What to look for in a Channel Manager The hospitality TV Industry

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motel owners Journal THE AUSTRALIAN

Contents

12 5 Message from the Publisher 6 Message from the Minister for Trade & Investment

8 Odour management 12 Right place, right time 14 What to look for in a

34 Profile: James Gardner 36 Profile: Kate Sinfield 41 The finishing touch makes all

60 Minimise food safety threats by being

the difference

42 Profile: South Pacific Laundry 45 Carbon footprinting â&#x20AC;&#x201C; are you ready

Channel Manager

16 The changing face of reservations 18 Full steam ahead to beat

to report?

47 Donâ&#x20AC;&#x2122;t fall into the discount trap 48 Why workflow matters for fast and

the bedbugs

20 The hospitality TV Industry 25 Encapsulation cleaning 28 Is your guest room split system air conditioning a financial black hole?

30 What criteria determine the quality and security of a motel in-room safe?

PUBLISHING

PO Box 735, Belgrave, VIC 3160

www.adbourne.com

62 Tired and emotional 66 Why no wifi? 68 Combating rising costs in the accommodation industry

70 74

Swimming pool safety Product News

hygienic bathroom cleaning

51 How can tissues be made

PP 324494/00039

Volume 15 No 2

motel owners Journal THE AUSTRALIAN

more sustainably

55 Technology 2015 57 Choosing commercial washers for motel and guest laundry

Knowing where your value really lies

Advertising Sales

Adbourne

more than constantly compliant

Melbourne: Neil Muir Ph: (03) 9758 1433 Fax: (03) 9758 1432 Email: neil@adbourne.com Adelaide: Robert Spowart PO Box 213, Summertown, SA 5141 Ph: 0488 390 039 Email: robert@adbourne.com

Front Cover: River Country Inn, Echuca/Moama

What to look for in a Channel Manager The hospitality TV Industry

Scan here & view the magazine online NOW or visit www.adbourne.com/motel

Production: Emily Wallis Tel: (03) 9758 1436 Email: production@adbourne.com Administration: Robyn Fantin Tel: (03) 9758 1431 Email: admin@adbourne.com Marketing: Susan Moore Email: susanmoore@y7mail.com

DISCLAIMER Adbourne Publishing cannot ensure that the advertisers appearing in The Motel Owners Journal comply absolutely with the Trades Practices Act and other consumer legislation. The responsibility is therefore on the person, company or advertising agency submitting the advertisement(s) for publication. Adbourne Publishing reserves the right to refuse any advertisement without stating the reason. No responsibility is accepted for incorrect information contained in advertisements or editorial. The editor reserves the right to edit, abridge or otherwise alter articles for publication. All original material produced in this magazine remains the property of the publisher and cannot be reproduced without authority. The views of the contributors are not necessarily those of the publisher.

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motel owners Journal THE AUSTRALIAN

Messages

Message from the Publisher

Hospitality TV industry »» Story on page 20

elcome to this edition of the Motel Owners’ Journal.

Business travellers are always attractive for the motel industry. Whether it be a room with all the trimmings on the company card, or return guests who stay loyal to a particular motel or chain – business guests can make or break a motel over time. But it’s a catch-22. Business guests usually expect and require more facilities during their visits. A motel without the latest amenities may lose potential guests, even if they make up for it in other areas of hospitality. That’s why we kick things off this issue with articles on the latest technology available to motels. We also delve into why it’s important to keep up with the latest services for corporate clients. We also look at the full package offered by motels, starting with televisions. A room is more than just a place to sleep – anyone who has travelled knows how welcoming it is to relax on your bed and “see what’s on the telly”! While you’re lying on the bed though, you don’t want to be bothered by bed bugs. That’s why we’ve also got you covered with an excellent article on the topic.

Our personal touch this issue is the life of a British backpacker who forged her story out of accumulating motels “like a game of Monopoly”. Kate Sinfield used her hospitality experience from London to sharpen up motels for local guests. Kate talks about how she keeps staff turnover low, the industry-recognised programs she runs for housekeepers, and her love for her new home in Perth. We also chat with James Gardner from Tasmania. This is one for the workers looking to become the boss. James traded in 24 years of experience to run the show for the first time when he took over the Silver Hills Motel. It’s also a good read for those looking to better incorporate a restaurant into their hotel. Regards Neil Muir

Energy saving is always a big interest of ours, and we look at more ways of reducing your energy expenses while helping the environment too.

Blah Messages

Message from the Minister for Trade & Investment

ustralia truly is the lucky country. We have many natural attractions that bring overseas tourists here and inspire Australians to explore their own backyard. For the year ending December 2014, we saw international tourist arrivals and spending hit a record high, with 6.4 million visitor arrivals spending $31.1 billion. In the same period, overnight trips reached 81.4 million with spending of $54.4 billion – a first for domestic travel. This achievement is not about luck, rather it is the result of government and industry working together towards our Tourism 2020 goal to double overnight expenditure to between $115 and $140 billion by 2020. To reach this target we require an additional 2.8 million inbound seats by 2020 – which equates to approximately 112 more A380 flights per week. We also require an additional 2 million international arrivals and 14 million domestic visitors taking an Australian holiday. The contribution motel owners and operators make towards achieving our Tourism 2020 target is, and will continue to be, significant. It is vitally important that we continue to work side-by-side to make the most of the immense opportunities tourism has to offer. Deloitte has predicted that tourism will be one of five industries that will grow significantly faster than average over the next 20 years. Australia is well placed to capitalise on this growth through its proximity to growing Asian markets with their swelling middle class who will demand greater international travel.

The Australian Government recently announced a number of measures to benefit tourism businesses, including the Growing Jobs and Small Business package, in the 2015–16 Budget. At the heart of the package are tax cuts for over 2 million small businesses to help drive investment and employment across our economy. These tax cuts came into effect on 1 July 2015. The package will also assist employers to grow and to employ young job seekers, mature workers, parents and the long-term unemployed. Another achievement that deserves a mention is the landmark Free Trade Agreement Australia signed with China, our largest trading partner. This Agreement completes a historic trifecta of trade agreements with our top three export markets – China, Japan and Korea. The Free Trade Agreement with China will assist investment in Australian tourism assets and will open up the inbound work and holiday market from China. In addition, in January 2015 the Government negotiated an enhanced Air Services Agreement that will see capacity entitlements between Australian gateway airports and China nearly triple to 67,000 weekly seats by the end of 2016. With its proximity to fast-growing Asian regions, northern Australia in particular has geographic advantages in this regard. That is one of the reasons the Australian Government has delivered the White Paper on Developing Northern Australia: Our North, Our Future. Northern Australia is the gateway to some of Australia’s most iconic tourism destinations and offers a wealth of opportunities for Australia’s tourism industry.

motel owners Journal THE AUSTRALIAN

The tourism industry will benefit from a number of White Paper measures. For instance: »» The Seasonal Worker Programme has been extended to the accommodation sector on an ongoing basis, making it easier for businesses to meet their labour needs. »» The Entrepreneurs Infrastructure Programme will for the first time be extended to northern tourism businesses to help build the competitiveness of the north’s tourism industry. The programme provides businesses with management advice and other business support services. Other measures in the White Paper will bring economic benefits to all of Australia. For example to give Australia the edge in attracting the world’s fastest growing outbound tourism markets – China and India – the White Paper includes:

»» Trial visa arrangements for Chinese travellers allowing multiple entry visas valid for 10 years and applications to be lodged in simplified Chinese. »» Faster and easier online visa application services for Chinese and Indian travellers. These are just a few examples of the many White Paper policies that will deliver great outcomes to Australia’s tourism industry. In the August 2014 edition of the Motel Owners’ Journal I specifically mentioned the independent review of the 457 skilled visa programme. The review considered how to maintain the integrity of the programme while avoiding any unnecessary administrative burden on business. The Government will now act on recommendations of the review to strengthen integrity, ensure that Australian workers have priority and

support employers with genuine skill shortages. The message the Australian Government is sending is clear: Australian tourism is open for business. We know that tourism is one of Australia’s strengths and we must back our strengths. That is why the Australian Government will continue to support the tourism industry to deliver more jobs, increase investment, and grow economic opportunities for communities across Australia.

The Hon Andrew Robb AO MP Minister for Trade and Investment

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Articles

Odour management ROSS STONE

Odour management is critical for any facility where patrons come to stay, relax, socialise or dine. Creating an environment and ambience that suits everyone need not be challenging or costly.

nd the winner is…smelly.

Whilst the title may seem a paradox, welcome to the modern world where social media wields its influence upon us all and our future patronage is dictated by reviews of any and all aspects of our business. The old adage of “satisfied clients support sales” is now overshadowed by traumatised texting thumbs, keen to share stories and pictures of their cats, kids and out of house experiences. The last item often leans heavily to the negative and seems to relate to more personal preferences or distastes rather than an overall appraisal of a site. Stinky and smelly are words I have entered into many search engines. I don’t do this from boredom or to escape reality (well, not too often); odour management is my profession and this helps me identify problem markets and areas where education and awareness is needed. You might be surprised to learn that on just one popular hospitality review website, the word “stink’ yielded 1205 reviews while “smelly” came back with an amazing 5942 – and that is just in Australia folks! Now, even though I do get a laugh out of many of them, and some are not relevant to property maintenance, it is apparent that the hospitality sector suffers whether by trying to be a saint or by being a sinner. Sinners I relate to obvious posts with terms used to describe odours such as: mould, stale tobacco, burnt fat from the kitchen, urine, vomit etc. Most of these are due to a lack of, or inefficient cleaning processes which care and attention can remedy.

The “Saint Smelly’s” I refer to are those whose properties expend vast amounts on fragranced products or services to keep their rooms/linen/public areas/dining areas fresh and clean or pay commercial cleaning and hygiene providers to ensure patrons enjoy their experience. You would think the saints of the industry would gain from this provision of a perfumed paradise, though as you will see from the reviewers and as I hear from many others, imposing your own scent can be a sin. Fragrance preference is a personal thing, often derived from our childhood or life experiences. Like when mum or dad used to bleach the toilet, ‘pine’ the floors, or scrub the tannin from the crockery with lemon juice. Fresh flowers on the table, talcum powder after the weekly bath (ok, so it’s not just the poms), the dentist, sports shoes and the list goes on, each evoking a certain memory, good or bad. Time for a quick poll around the office, or more importantly your guests; what is your favourite “clean” smell? Bleach (commonly misnamed in our industry as ammonia), pine, citrus, floral, bubble-gum, maybe powder fresh? There are, of course, many other varieties on offer for you to choose. So the question is; which fragrance would your clients like? Or perhaps more importantly – which one would they not like and maybe post it on a review? Debate continues over the true base of some components of fragrances used in domestic and commercial cleaning products and the long term health effects on all of us. Articles in previous editions of this magazine have already highlighted this and with a multitude of websites now

leading the charge there is a high focus on workplace environment and indoor air quality. We are all being, or soon going to be, held accountable for the actions we take and the products we use. With a growing number of allergy and asthma sufferers (over 2,000,000 in Australia as of 2013) more and more facilities are removing products containing VOC’s (volatile organic compounds) and allergen inducing substances, most of which are in the fragrances we use in general cleaning products and for deodorising. Leaving a fragrance does not make it clean and if it is an ingrained odour can actually make it smell worse. This is best evidenced by most public bathrooms where we see the downside of upsell. For female washrooms we have scented sanitary bins, wall mounted fragrance dispensers, scented tissues and hand soaps. Males enjoy all of the above (yes we even have sanitary bins to cater for our ageing population) and so much more with cistern dosing, urinal tablets or mats (or both) and extra wall mounted dispensers to mask our errant aim. Talk about overkill, all of these fragrances assault our senses, compete against one another and whilst the extra costs keeps your chemical company or hygiene service provider happy, it will often still fail to mask the smell of the person who visited the bathroom two minutes after you cleaned it and you can guarantee they either had a seafood pizza or a curry last night. So bringing in reality, we need to separate the issues of cleanliness and odour control as two very different issues. I don’t think

motel owners Journal THE AUSTRALIAN

there is a product around that can totally cover for bad or ineffective cleaning. Mind you over the years I have stayed in many an establishment where they have tried to. Whether your cleaning systems be through microfibre systems, steaming or utilising high quality detergent or surfactant based cleansers, a programmed maintenance plan along with best practice procedures will always ensure cleanliness. Ok so now we have it clean, lets tackle the odour issues. Hang on, if it is clean why would we have any odour? Odours start as many things spilt food, liquids, or charged airborne particulates that either emit from or attach to, build up and imbed into carpets, fabrics, paint, drywall, plastics, grouting and just about everything else that we cannot physically scrub clean every day. They are then also introduced adhoc by people or clothing or footwear onto surfaces as solids.

My favourite example to show how odours can quickly imbed is to picture that lovely new car smell, and then that night after a 30+degree day and your used gym bag is on the back seat. Milk spilled on the carpet you find two days later comes a close second. Constant use of odour counteractants, deodorisers or re-odorant cleansers can also lead to build up of odours or residuals such as in the case of linen, drains and hard floors. Maintaining a constant odour free zone may sound daunting though this is where we now differentiate odour management against odour control or simply put, preventative rather than reactive. Having someone at your front door spraying all who enter is bad for business and not a preventative measure I would suggest (even though a lot offer that in bathrooms)!

Better utilised is Integrating odour eliminating products as part of your cleaning routines, added to existing detergents or used with microfibre systems means you cover larger areas and offer full coverage to surfaces providing a residual effect. Rags, mops and the cleaners cart all benefit from this as well. Adding to machinery such as carpet extractors, vacuums or auto scrubbers also works in this way and also make the machines smell better at the end of their shift. Adding eliminators to your laundry, applying to drapes and furniture all help to provide overall site protection. There are a multitude of systems and products available to choose from in the market with varying claims of effectiveness and costs. After 28 years in the cleaning industry both selling and being sold to, I have always found proof works better than words, so make sure you get a demonstration.

Articles

In choosing your system of management consider the following: »» Must work across the whole spectrum of odours

»» Drapes »» Bedding »» Benches

»» be safe to use on all surfaces

»» washrooms

»» be safe enough to use by people

»» Floors

»» Not cause adverse effects to health of clients

»» Furniture

»» Not damage furnishings and fittings. »» Be able to provide 24/7 coverage (not at 10-15 minute intervals) »» Usable in food areas »» Fit to environmental policies »» Eliminate the odour not cover it with a smell A true odour eliminator must work on;

»» Walls and doors »» The air around us Different formats for delivery; »» Atomisers for air or surface spraying/ mopping »» laundry liquids »» carpet pre spray and post sprays »» passive air systems

»» Carpets

»» Forced air systems (including submicron dispersing). In the many facilities I visit, we see cost savings on current usage and you will find most supply companies will happily draft a plan to suit your specific needs. So the choice is yours, perfume palace or fragrant free and friendly. To me the smell of clean means odour free and that gets my vote.

About the author Ross Stone , Cleaning industry since 1987. Worked as representative and sales/national sales manager for chemical and machine manufacturers. Sales manager for hospitality wholesaler. State manager for janitorial products importer. 13 years as owner and director of national cleaning and facility maintenance company with 100+staff.

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motel owners Journal THE AUSTRALIAN

Articles

Right place right time PHIL MUSSETT

Most small businesses in Australia today are owned by baby boomers and over the next 15 years most if not all of these owners will exit their businesses.

he problem is we simply don’t have enough buyers willing to buy all these businesses and this will result in many businesses simply closing down.

There will be significant problems as small businesses close down given small businesses are Australia’s largest employers. The good news is Australia’s Motel Industry is not facing the same outlook. Growth in tourism will drive business and values up in the Australia’s Motel Industry creating demand for motel acquisitions. Last week I had a meeting with two advisors representing Chinese buyers. They essentially have an open cheque book to buy motels in Australia. The reason they are buying is clear, they know how many Chinese tourists will be coming to Australia in the future. In addition to China there is the local influence of Australian Baby Boomers on Travel, Hospitality, and Accommodation. As our baby boomer generation begins to retire and pursue travel or other luxuries, their impact on the travel industry should provide a steady stream of income for the next few decades. As millions of Australians born between 1945 and 1960 retire — more than one in every four Australians — they will become the largest purchasing demographic for hotels, motels, lodging, restaurants, transportation, and entertainment. For the 2012 year, four out of every five leisure travellers were those between the ages of 50 and 70.

The Magnitude Of China’s Middle Class Is Transforming The Nation Despite the current financial issues effecting China’s stock market middle class growth in China may slow down for a moment but it will still happen.

Forecast Contribution To Growth In Arrivals Over The Next 10 Years To 2022-23 As China’s middle class grows so to does China’s outbound tourism market. Australia is a popular destination for Chinese tourists and therefore our tourist market is set to grow substantially.

motel owners Journal THE AUSTRALIAN

influenced by Chinese buyers pushing prices up in a competitive market place. Motels in the right place at the right time will experience Chinese buyers pushing prices up so long as the Motel details reach the right competitive market place. Achieving the top price takes more than an ad on the internet it involves dealing with a network of buyerâ&#x20AC;&#x2122;s advisors and buyerâ&#x20AC;&#x2122;s agents, using unique promotion channels and using a specific competitive sales process designed to create buyer competition and the highest price.

Inbound Arrival Facts & Forecasts 2013-14 to 2022-23 2013-14 Up 6.8% to 6,600,000 2014-15 Up 5.7% to 7,000,000

This article was provided by Phil Mussett a 1946 Baby Boomer who specialises in ensuring successful business exits, if you have a question for Phil call him on 0417 113 473

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What this means is the value of your motel will increase based on supply and demand The price of real estate in many parts of Australia has recently experienced significant price hikes and some of this has been

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Articles

What to look for in a Channel Manager GARY BERMAN I Hospitality Service Solutions

As the growth and reach of OTA’s (Online Travel Agents) continue, more properties are realising the need and convenience of using a channel manager to simplify and maximise your online presence.

o what is a channel manager?

Channel managers are essentially websites that allow you to load all your rooms and rates on the one screen instead of having to go to each individual OTA and load these details individually. For example, rather than giving OTA 1 say a 4 room allotment and rates and then same for OTA 2, OTA 3 etc., you simply log onto

your channel manager and there, on the one screen you load all your rooms and rates which are then distributed across all the channel manager’s partners they work with. This saves an enormous amount of time for you or your staff, which saves money and it also decreases the possibility of overbooking where you might have sold the last room on one site and not had time to close off the rooms on all other sites before it gets sold again. This works as most channel managers have pooled inventory, so when you sell a room on one OTA, it takes this room out of inventory for all other sites. The same applies when changing rates, adding specials and stop selling rooms. Use one screen and that’s it. Many people ask me what they should look for in a channel manager. As with any business cost will be a major factor and while it is obviously important, it should not be the major issue in this case. You first need to ensure they have exactly what you need and suit your particular requirements which will enable you can compare “apples with apples” when looking at the cost. Some important features to look for are as follows: »» The channel manager should have the all major OTA’s working with them and then a good range of others, both in Australia and Internationally. This ensures your property has maximum exposure and you are getting value for money. »» Many operators don’t realise that the OTA’s have to be accepted to be listed by a channel manager as there is a lot of technical work required, so they need to ensure the OTA is established and generating strong bookings before they put the time and effort into working with them. This means that the good channel managers will have the best range and number of OTA’s from around the world. »» As mentioned earlier, a channel manager should offer pooled inventory, so everything can be done on the one screen, rather than giving allotments per OTA. This should also include your own website and property reservation system, so when you sell a room on your own site, it will take it off all the OTA’s as well and vice versa when selling on the OTA’s, it will take it off your own site.

motel owners Journal THE AUSTRALIAN

»» A good channel manager should have a good support structure. You should be able to contact at any time, ideally by phone but if not make sure they have a system where they get back to you within a timeframe you are comfortable with, especially for emergency or very urgent issues. »» Customer service is also important. Apart from having good technical support, it is also important to have good customer service support as you are the customer and will have questions or issues with a particular bookings etc. Here again, phone support is best or as above as long as they get back to in a timeframe you can work with. »» Integration with your PMS (Property Management System) – This is important not only for the pooled inventory benefit mentioned above but also ensure that bookings are input directly into your reservation system without having to manually enter it. There are a range of channel managers in the market with the bigger ones having most of the market share, but new players will always be entering the market and when they do, properties are often approached with great offers on price and promises. Be very careful because as pointed out, it’s not much use getting a free service if they don’t have the major OTA’s listed as these are the ones that will supply most of your bookings. I would also be cautious with any new player in any of the online spaces and my policy is never being the first with a new product. Let others do the testing for you and when ready you can jump on board.

does not mean your property will automatically be listed with them all as you as you sign up, so this is something you need to be aware of and informed on how the listing process will work. So, as you can see while it is highly recommended that every property should work with a channel manager, you need to do your homework and make sure you choose the one that fills all your requirements and cost should not be the main issue when deciding.

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As with anything, when deciding on a channel manager, ask the company for references such as which other properties do they have working with them and which OTA’s are currently listed. Final points to consider is how user friendly and simple it is setting up your property with a Channel manager and then what’s the process in signing up with the OTA’s. Do you need to contact them yourself and load information on each one or is there a better option. Although a channel manager may be connected to hundreds of OTA’s, this

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Articles

The changing face of reservations CAROL NESBITT I Director of Checking Availability

In this new world of computer savvy guests who make their flight reservations, book their hire car and their accommodation all from the comfort of their office or lounge, without a phone directory in sight nor a phone call to the destination, HOW is it possible to put your properties best features forward? How can you capitalise, make your presence felt? If the guest sits at home and Googles the town will they see your property when they search for accommodation?? And now, as this juggernaut of internet reservations surges forward, the new guest is using an iPhone or Android based phone to make the reservation so the information put forward needs to be able to fit into the smallest spaces yet have the largest impact.

ry it yourself – go to Google and type in ‘Accommodation in {your town}’ and see if and where your property appears. This is what the guest does. And what is the first thing you find? Remember this is the first thing the guest finds. So what is it that will attract a guest to your property? The answer is visual attraction! Pictures! Striking images which give the guest that warm fuzzy feeling! Images which scream out to the guest that they will enjoy staying at your property for work or leisure and make them click to investigate further. For properties looking at getting a new website, please consider the speed when dealing with web designers and technical advisors. A major deterrent to an on line reservation is the speed which your website and images load; if it takes too long customers are inclined to think that the web page has hung and they will close your page in favour of the next on the list. When the guest finds the most appealing property, the room rates for that property become the next important hurdle. Recent studies into the consumer behaviour on internet reservations are showing that the guests are rates savvy – they might visit a popular booking site, see an image of your property and then look you up directly to see if a better rate is offered. It is so important to be transparent with the rates you are charging across the internet – people surf, search and find the best rates offered. Distribution of your availability and rates can be done easily by using a popular Channel Manager. The channel managers arrange to sign your property up to a large number of Web Booking Sites and now regional information / booking centres, making your property exposure during a guest internet search more prominent. The Channel Managers can also provide your own web site with an on line booking ability so that if the guest does visit your web site looking for the best rate, they are then presented with the

opportunity to make the reservation, get a confirmation letter emailed and feel comfortable with their first experience visiting your site electronically. Now, let us expand on that thinking and look at the most interesting aspect of this electronic booking journey – the one where you generate additional income. This is known as Yielding or Yield Management. These are the buzz words, which have long been associated with airlines, are now becoming mainstream in the accommodation industry and not just for the large five star 200+ room properties but for all who offer electronic reservations. Property Management Software, the computerised reservation systems available worldwide, are becoming more sophisticated every day to keep up with the changing digital world we live in. The more sophisticated software packages can now be programmed to change the rates as your overall occupancy increases or even fine tuned to check the occupancy of a certain type of room. Imagine this scenario; you have a property with 28 rooms and your software is linked to a popular Channel Manager. Next week you have already sold 14 rooms and so your software recognises 50% occupied and raises all of the accommodation rates by a couple of dollars or a % amount from your base rate. Now your property management software sends those new rates through to all of the web based reservations sites via your channel manager. The bookings continue to flow in; soon you are sitting at 60% occupied and again, your software raises the rate. Then 70%, 80%, 90% and so on. Soon, your software will have earned you an additional $X amount per room per night that you were over a certain occupancy percentage and that is yield management working at its best, all set and controlled by you on site. There is no longer the argument that Motel/Hotel owners cannot afford this type of technology; they cannot afford to not have it.

motel owners Journal THE AUSTRALIAN

It is crucial to have the electronic exposure but now it is entirely possible to make that system pay for itself within a twelve month period by utilising the clever yield management technique and maximise the revenue when the demand is high. Back in 2011 the Australian Government released a report called the National Long Term Tourism Strategy (available on the Resources, Energy and Tourism web page) with one of the primary issues being to ‘Accelerate the uptake of on-line opportunities and smarter use of digital distribution’ to Australian Tourism Businesses. This also includes the creation at a government level of the Digital Distribution Working group – whose purpose is to generate more bookings for more properties and for those bookings to be received and processed digitally. With some properties still resisting the computerised reservations revolution it is encouraging to hear the pure joy from those who take the leap and look at new reservations popping in with disbelief (and an element of regret at not having jumped on the bandwagon earlier). Here are some other Interesting facts gleaned from the internet; »» Every day over 850,000 room nights are booked using Booking.com, more than 4.5 million per week

»» ‘Blink and you miss it’ is the catch cry from Wotif.com who boast the ability to sell 510,000 properties globally »» Agoda.com reaches out to the world and provides the booking platform in 38 languages »» TripAdvisor has a staggering 340 million unique monthly visitors Overall we see in the accommodation industry that gone are the days where the guest specifically searches out a brand, rings for a brochure, picks up the latest accommodation guide from the major tourism body or uses a brand directory as they are now enjoying a virtual tour of the property via the screen in their lounge or office. TripAdvisor has become the new rating system with guests relying on the comments of others to help make their decision. Accommodation providers need to become wiser about their electronic footprint, how they manage guest commentary, where the advertising dollars are being spent, how the property is being digitally presented and how they are channelling reservations into their own properties – the old ‘work smarter not harder’ has never been more poignant to the hospitality sector.

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Full steam ahead to beat the bedbugs JOHN PARKER I Alphaclean

Just the thought of bedbugs can make your skin crawl and reading this article will probably make you need to scratch, says John Parker, Marketing Director of Alphaclean, but they are a growing problem and need to be tackled.

lthough bedbugs had been largely eradicated until recently, they have been making a big comeback. Often considered to only affect poor and dirty locations, it’s worth noting that bedbugs aren’t that choosy. If there’s somewhere dark for them to live and they can feast on human blood they’re happy. As they’re not attracted to dirt, a bedbug infestation isn’t a sign of a lack of cleanliness. Bedbugs can be found in any accommodation, but are more common in short-term lodgings such as hotels, motels or hostels where there is a greater opportunity to be transferred in or out. They are remarkably good travellers – happy to hitch a ride in luggage, on clothes, in furniture or in bedding.

What are bedbugs? Bedbugs are small parasitic insects which feed primarily on human blood. They are attracted by body heat and the carbon dioxide we breathe out. Like mosquitoes they feed at night when people are at their most vulnerable. Exposure to bedbugs can be upsetting and stressful, but they aren’t actually dangerous and they don’t transmit any diseases affecting humans. Most people don’t even develop a serious skin reaction to the bites, which are usually found on the more exposed parts of the body. However, anyone running a hotel, motel or hostel should take action straight away to prevent the spread of an infestation, because as well as the potential for guest discomfort, there’s the risk of reputational damage and litigation.

What can be done about them? Getting staff trained to recognise bedbugs, and the signs of infestation is the first step in the battle. That can mean infestations are picked up early, before they spread and before guests take notice. Signs to watch out for include: black spots on mattresses – this could be their dried faeces; mottled shells that bedbugs may have shed; blood spots on sheets where guests may have rolled over and squashed a bug after it had fed.

Once an infestation has been identified, it is not straightforward to remove, but the earlier it is caught the better. It usually takes a combination of methods to completely remove bedbugs, which may include insecticides, traps and mattress encasements. A key factor in the removal is temperature. Bedbugs are very sensitive to cold and heat and they cannot withstand temperatures above 45oC. Laundering and tumble drying items can be very effective, but this won’t get any bugs hiding in non-washable locations. Large heaters can also be installed, but they need to raise the temperature of the room rapidly and can still leave hiding places unaffected. Freezing the items infected by bedbugs is only effective on small items.

Steaming A 2003 study in the USA (Meek) showed that a program that employs steam rather than insecticides provides better long-term control than the use of insecticides alone. The Texas A&M University Department of Entomology College also found steam equipment “to be portable and relatively inexpensive and represents a non-chemical means of killing all life stages of bed bugs”. This is particularly important as bedbugs display an increasing resistance to chemical solutions.

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The portability of steam machines also means they can be used without needing to transfer bedding to a laundry with the risk of transferring bedbugs on the way. The treatment equipment used in these trials is portable and relatively inexpensive and represents a non-chemical means of killing all life stages of bed bugs. ACE IRM Red

186 One of our Pantone® clients, youth has found that steam forms CMYK – 0.100.75.4 a| RGB – R206 G17 hostel, B38 | HTML – #CE1126 ACE IRM Dark Grey an important part of the eradication process as it kills bedbugs Pantone® 425 CMYK – 38.28.21.63 R96 G96 B91 | HTML – #333333 of guests, and therefore and their eggs. With| RGB a –regular stream potential hosts to bedbugs, they recognise the importance of taking preventative action. The steam can penetrate deep into lockers and crevasses.

allow refills during operation and efficient, integral vacuum system which leave surfaces clean and dry. Modern steam cleaners use less water and energy, while still enhancing reliability and efficiency. Combined with the longproven, deep cleaning power of steam, it means modern ‘dry’ steam cleaning machines offer a highly cost-effective and versatile option for the hospitality sector – and one that is also user-friendly and less harmful to the environment. Bedbugs can strike anywhere, but we’d recommend you go full steam ahead to tackle any infestations as quickly as possible. www.alphaclean.com.au

There are a number of brands and varieties of steam machines available, but there are some criteria to watch out for. The steam produced must be a high temperature and a low vapour flow. It is also best to use ‘dry steam’, which leaves materials and surfaces clean and odour-free with minimal water residue. You should also look for continuous fill boiler systems which

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The hospitality TV Industry GIL CARVER I Managing Director, Avico Electronics

Where is the hospitality TV Industry Going? What are the key factors that should drive the decisions in hospitality? How Big is too Big? Do you really need to BYOD? “To STB-TV or to IPTV” that is the question? Picture Courtesy Philips Hotel Tv: 42 inch compared to 55inch screen

These are the questions we get asked everyday!

eing relatively new to the hotel & motel TV industry, compared to many readers of this article, I’ve been able to look for the last few years from a semi-detached position.

Up until recently we were driving the sales for Hotel TV’s from one of the “big three” Tier One brands for Hotel TV in Australia. It’s given me a fairly unique insight on where its all headed.

SIZE – What do you recommend? 2014-15 we are seeing a marked increase in the sales of 4042inch (100-106cm Diagonal) size screens across the brands. With prices of those sizes varying form as low as $400.00 up to and beyond the $900.00 mark you could imagine specs and appearances were varied. But at those prices it was a definite sweet spot. Most hotel brand standard regardless of star rating made inquiries on this range for their normal rooms. 48 – 55 inch (120140cm Diagonal) screens are however coming and we have seen the growth in sales of 48 inch screen commence. Its not surprising that your guests are pretty much used large, high-resolution screens are demanding more from their entertainment experiences when they are travelling. Not to brand specific but there is a definite shift towards the Smart-TV solution and with spec and price gaps closing between NON-IPTV and IPTV models the argument will soon disappear as IPTV will probably prevail. The providers in this space at this stage of the game would all be re-evaluating their offer and I would strongly urge you to get to know the various systems and understand the pro’s and cons of each.

What about other locations? How about a massive wow factor for your guests, these days we are surrounded by display devices and we find them all over a hotel. Have you considered: »» Bathrooms »» Toilet floors »» Wardrobe doors »» Way finding and signage in the lobby »» Conference rooms Your imagination is your only limit

Key Factors Driving Change – BYOD “Bring your Own Device” – The catch cry of our industry. It’s the must have feature with Hotel TV’s and in all intents and purposes I agree as the average traveller also bringing with them many electronic devices into your hotel.

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6. Screen technology LED is pretty much it these days, until the OLED prices come down of course then the ball game will change again as the designers will go crazy.

7. Quality and Reliability Pick one of the top tier brands and you’ll be fine. Ensure they are eco friendly and have good 3yr warranty as standard. 16/7 use & 1080P capability Lets count them down:

8. SMART TV APPs

1. Personal use Smart phones

– Yes these are all relevant but you will probably only be needing things like catch up TV & a few of the top ones, otherwise guests wont buy your movies or use your internet?

2. Smart phone for business 3. Tablets for entertainment 4. Laptops for business These devices are competition for paid and promotional content usually carried over hotel in-room entertainment systems but as we know need to be viewed as a potential partner rather than the adversary of hotel revenue streams.

It would be fair to say that going for the largest affordable screen sizes will prevent guests from viewing in-room television as a downgrade from their own home entertainment setup. Arrangement of the room and placement of the television also has a significant impact on viewing experience.

WHAT SPEC DO WE REALLY NEED? I see several key considerations in priority:

1. What infrastructure do you have? – The way the content is being delivered to the TV’s and the type of content determines this. Antenna, network and Wifi connections direct or via STB. Remember we estimate that a movie needs 3-8meg Bandwidth to be provided for a 1920x1080p image

2. Total Cost of Ownership This is an important factor quite often seen but mostly overlooked. The savings can be huge from one brand to another. Each brand will have its energy figures online on regulators website for all to see.

3. BYOD This little chestnut, as hard as it is across various brands of smart phones and tablets, is achievable so is a must.

4. Room size and distance from screen will determine average approximate size and all the brands have calculators so just ask and they will provide! 5. Brand standard So what’s yours? If you don’t have one then choice is endless. Look at all the brands and see which suits, simple.

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Photo Courtesy of Philips Hotel TV

My questions are: »» What have you got now? »» What do like and dislike about the system? »» How much revenue are you enjoying as a result?

“To STB-TV or to IPTV” that is the question

»» Can you afford to be without it? What will your guests think?

Part of the TCO argument comes into play here. Bearing in mind that each of the major players have a different method of delivery of content and integration with the HOTEL PMS.

»» How strong is the company behind the system and what are their plans for the future?

All provide the following:

From my experience, I see a definite shift towards a Smart TV IPTV solution as it appears to be quite stable and looks great and if you have the right infrastructure. However, be sure to review all the options as they may well surprise.

1. Movies on demand 2. Free to Air TV & EPG’s

»» What will your financial model bear? Shall we OPEX or CaPEX?

4. Device sharing

So to STB-TV or IPTV is not as clear-cut as it would seem, it may simply come down to the financial model and the level of services and integration each TV or integration partner can bring.

5. Guest messaging

Ultimately remember rule #1.

6. Hotel PMS integration

Its about your guests and what they expect and what keeps them coming back.

3. Pay TV channels

7. Hotel TV compendium’s

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motel owners Journal THE AUSTRALIAN

Encapsulation cleaning COL NATION

Is carpet one of your bug bears? It looks great when it is first laid doesn’t it? But then it can quickly lose it appearance when guests or patrons walk on it, or spill drinks on it or find a myriad of other ways to destroy the beautiful look and atmosphere that you have created.

t way too expensive to replace frequently, so it has to be maintained one way or another. There are so many suppliers telling you that this or that method is best for cleaning your carpet, and by the way, here is the chemical that you need to buy to use our method. And then the next supplier comes in a sells you something completely different. So, what is the best method and chemical for cleaning carpet? As someone independent, who has over 30 years of experience in the industry, I will let you in on a few industry secrets that will save you time and money. I’ll quickly run through the four most common standard methods of cleaning carpet so you have a better understanding of the various systems. 1. Hot Water Extraction, sometimes called “Steam cleaning”, although no steam is used, it just uses hot water sprayed under pressure. The basic method is to put hot water and detergent into the machine and run the tool over the carpet. The water and detergent spray into the carpet and this is vacuumed out inside the head of the tool. A better way is to apply the detergent first by a pump up sprayer and then rinse this out with clean hot water. This leaves less residue so the carpet doesn’t resoil as much. This method requires considerable skill and knowledge as it has the potential to do a bit of damage in the wrong hands. 2. Absorbent Compound Cleaning. With this method a detergent soaked powder is applied to the carpet by sprinkling over the surface. The compound is then scrubbed into the carpet using a brushing machine. The powder is allowed to dry and it is then vacuumed from the carpet with a normal vacuum cleaner. This method is relatively easy to use but may require more frequent use to keep a carpet looking good. otary Bonnet Cleaning usually called “Dry Cleaning”. This 3. R method is popular with franchise groups as it requires nothing more than a vacuum cleaner and a slow speed floor polishing machine fitted with absorbent pads so it is cheap to set up. A water based detergent is sprayed onto the carpet and the pad is usually soaked in a second water based cleaning solution and this pad is spun around on the carpet to soak up the soil.

So this method is not really “Dry Cleaning” as water based cleaning solutions are used. It requires a bit of skill but if you can operate a buffing machine you can “Dry Clean” carpet. It is not really noted for its ability to restore a dingy carpet. ncapsulation Cleaning. This is not so much a method 4. E as a detergent technology. It is similar to the very old shampoo method that scrubbed a detergent solution into the carpet which was vacuumed up using a vet and dry vacuum cleaner. The old shampoo method was famous for causing rapid resoiling of carpet and took ages to dry, but some serious changes in chemistry technology have made this system a valuable addition to the carpet cleaning tool box. Encapsulation technology means that the oily soils are wrapped up into microscopic parcels as the crystallising solution dries into the carpet. The crystalline particles containing the soil are picked up over the next few regular vacuums. This method requires little experience, just a few minutes learning how to operate the machine and anyone becomes an expert. Carpets are dry and ready for use in a very short period of time and resoiling is simply not an issue,

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providing you have the right chemistry and not some ordinary detergent shampoo that dries out to just a dried out detergent. There are quite a few genuine Encapsulation detergents in the market place but you do have to be careful when choosing your preferred product. This choice is made easy for you by choosing only WoolSafe Approved products. The WoolSafe testing program makes the choice easy for you as they have already done the extensive and thorough testing for you. To pass the WoolSafe testing the product must prove, by testing, that it is safe to use on wool, it will be effective at removing soil, is safe on dyes and the operator, and doesn’t leave harmful residues in the carpet that could cause faster resoiling. Just about any scrubbing machine can be used, provided it is fitted with suitable carpet brushes or carpet pads. You can pre-spray the solution on or you can use a tank fed scrubbing machine to apply the cleaning solution. The solution is activated by the agitation and it wraps up the soils and dries into a brittle crystal form which is simply vacuumed out in the next programmed vacuuming. The method provides a great looking result straight up and with the right chemistry the result keeps getting better over the next few days as more and more soil is removed with subsequent vacuums. So next time you need carpets cleaned give the encapsulation cleaning a go. There are contractors in most places who have this method available, or your own cleaning staff can do it if you have suitable equipment. I find the best machine for encapsulation is a triple brush, counter rotating machine like a Cimex 48 scrubber.

These usually come fitted with the tank. You simply add warm water into the tank, add the Encapsulation detergent and start pushing it along like you would a lawn mower. One pass forward to lay down the solution and then one back to provide extra agitation and then move on to the next pass. Other types of scrubbing equipment can do the job. The twin cylindrical brush machines can do an adequate job and there are a number of orbital or oscillating scrubbers that work quite well too. The biggest advantages that make Encapsulation attractive in hospitality is that there is very little noise, when compared to Hot Water Extraction. The noisiest part is usually the vacuuming. The Encapsulation system is very fast drying so rooms are back in service in a fraction of the time and they look great as well. If you don’t have the equipment or staff, then look for a WoolSafe Approved Service Provider in your area. You can look for one at www.woolsafe.org and ‘search’ for a carpet cleaner in your area. If you do decide to do the job yourself then check out the list of Approved cleaning products in the product search list.

About the Author Col Nation is a carpet cleaning industry veteran with over 30 years of experience. Colin is a WoolSafe instructor and a registered carpet inspector. He owns and operates Abbsolve Services on the Sunshine Coast and specialises in carpet stain removal and cleaning of upholstery and leather lounges. You can contact Colin for more information at www.abbsolve.com.au. Check out his facebook page at facebook.com/AbbsolveServices.

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Is your guest room split system Air Conditioning a financial black hole? JOHN CLIFFORD I Managing Director, Aircon Off

How can you make significant Split System AC Power Savings without affecting comfort:

latest model from market leaders, Aircon Off, also has a Placebo Effect feature. This is a unique function where the AC is always runs economically between preset limits but it appears to AC users that the air conditioner remote is operating without any restriction.

ir Conditioning remains by far the largest user of electricity in any guest room.

The reality is that although most guests may like the idea of staying at “green”, environmentally responsible accommodation, most motel guests are not overly concerned with practicing good energy-conservation behaviour themselves. Energy is an invisible resource. Motel guests can’t see it and when you combine this with the fact that they are distracted by work or leisure, the level of concern for energy wastage is usually exceptionally low. This has created a clear opportunity for the Motel sector to save power and money with the introduction of energy saving guest room automation and smart devices.

Because most guests mistakenly believe that a lower setpoint equates to faster cooling, air conditioning is consistently set at much lower temperatures then necessary for reasonable comfort. Indeed it has been said that thermal comfort is “90 percent mental and 10 percent physical.” But did you know that by adjusting the room setpoint by a few degrees, you could save between 5% and 10% of power costs for each degree”. How can you do take back some measure of control when the AC settings are managed by the guests themselves?

A solution is here!

There are various ways you can ensure that you optimise the air conditioning that you provide for guests and staff and in turn significantly improve your businesses bottom line.

There are new well established Smart products available specifically designed for solving these issues and they can be quickly retrofitted without building works or in-wall wiring.

An ongoing problem

Universal Energy Saving Smart Remotes with Placebo Effect: Designed to replace any existing hand held remote control, these Smart Remotes can be programmed to restrict the range of temperatures a user can access. This prevents an air conditioner being set to uneconomic (very high or very low) temperatures. They are also tamperproof, so that the owner preferences are protected. The

Does this sound familiar? Guests walk into a room, put on the AC and turn it down to the maximum available setting. Once the AC is on, it normally stays on... few guests turn it off when they leave the room or go out... and we all know that card systems are simply bypassed with the use of spare cards for each room.

Aircon Off Occupancy Sensor Controllers for Split Systems: Designed to monitor room occupancy, these units will automatically either ‘turn off’ or set to ‘economy mode’, split system air conditioning left running in empty rooms. They have night settings to allow undisturbed sleep, and if you have sliding patio doors, they are available with wireless door and window sensors to prevent the AC running if doors and windows are left open for more than a very short time. With air conditioning being by far the most expensive single consumer of power in the accommodation industry and with energy prices increasing steadily it makes sense to take these cost effective steps to minimise wastage and optimise usage. Remember, “The best possible way to combat power price increases is to control existing use as effectively as possible”

About the author: John Clifford is the Managing Director of Aircon Off, developers of a range of products that help motels, optimise air conditioning usage to eliminate wastage, save money and conserve energy. Find out how we can help your business become more energy efficient at www.airconoff.com.au.

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What criteria determine the quality and security of a motel in-room safe? LISA SATTINGER I VINTECH

Motel owners and managers are seeking ways to provide real security – as well as the feeling of security to their guests – will find that installing an in-room safe is an effective and inexpensive method of reaching that goal.

afes are becoming a standard inclusion in the hospitality industry throughout the world. The primary motivator behind most modern motels including these in their rooms is that it provides the guest with a direct, easy-touse facility to secure valuables and travel documents within their room. Additionally, the safes reduce the liability of the Motel owner who is able to offer their guests the security of having items locked by guests own password. All activity surrounding the use of the safe can be audited by Management with user ID determiners as well as time and date stamps. A high quality safe generally has some of the following inclusions:

Memory Events – it is essential that a quality safe has capacity to retain sufficient records. When making a purchasing decision, we advise that you purchase a product that can store up to 500 individual time and date stamped events.

Display – A large digit display, clearly presenting the numbers from every angle – especially when they’re hidden in dark cupboards – will be an asset and is a desirable feature to acquire. Keypad – Ideally the buttons should be illuminated so that they too can be clearly viewed in the dark. ADA compliance is also an important feature especially for guests with vision impairment. Additionally if the safe you purchase can offer a 6-digit pin

option, your guest has the security of up to 500,000 pin code entries.

Interior Illumination – Further on quality and ease of access in terms of design features, if the safe includes an LED which lights up the interior of the safe as the door is unlocked you will not only please most guests, but also ensure that property is not inadvertently left behind. Intelligent Design – Most safe hinges allow only a degree of opening. Quality design allows the door to open 130 degrees, therefore making it possible to insert a laptop into a small safe box.

Secure Construction –Top quality safes have hidden hinges so that there are no access points where the door can be jacked open by unauthorised users. Key Override – For security this should never be included. Mechanical key cylinders can be breached by unauthorised users and using a key will defeat the purpose of an audit trail. This in turn reduces the security of your safe and highlights that the manufacturer may rely on a key in an emergency rather than the secure technological solution available with quality safes.

Motel’s Handheld Override (Safe Logger Unit) – Sometimes, the threat to a motels’ security can be the rare unscrupulous staff member. Motels constantly strive to employ the best and most professional people, but sadly this

is not always a reality. The handheld device used with the Secure DCS Safe (made in Israel by JSH and marketed in Australia by Vintech Systems) requires the entry of two passwords by staff prior to being used to emergency open a safe. This ensures that the two staff will always be aware of any safe opening other than by the customer. In Conclusion, there are a number of security facts, awareness and considerations which we would encourage any Motel owner to consider when researching the purchase of Digital inroom safes. Low prices are not the only criteria because quality purchases with the above inclusions can be surprisingly cost effective. Keeping your guests’ belongings secure while they stay with you is inarguably a priority, so while you tend to their wellbeing, give them the peace of mind that their belongings are completely secure with an in-room Secure DCS safe.

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• Messenger™ Wireless Lock Access Network System for real-time lock event notification and centralised access control • Proven high-level interface with leading third-party PMS, energy management and room automation technologies • 5900 event lock memory, Concealed MKO and durable materials including 316 Marine Grade Stainless Steel on select models

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STATE-OF-THE-ART IN-ROOM DIGITAL SAFES • European designed, engineered and manufactured, JSH safes offer quality, security and reliability whilst still remaining cost effective • Over two million JSH safes have been installed in over 70 countries over the past 30 years; including over 30,000 in our region • Battery powered with internal light. Available in a variety of models, sizes and colours • Unparalleled user-friendly interface and unique security and audit features

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HOTELS GO HOME Are your guests feeling at home INTERIOR DESIGNER I Hotel Jazz Pty Ltd

Australia is starting to catch onto the movement now considered customary in many Accommodation Properties around the world, and that is to dress up the Property with accents of the home.

ore and more guest want their experience away from home, to still have the same luxuries of home. Yes, they want an experience, they want to be treated special, spoilt, but they also want to feel warm, comfortable and be surrounded with luxuries of the home, or at least what they dream their home to be. It began with larger televisions and luxury beds, and it has finally moved into the delicious area of Decorative items. They may seem like superfluous extras, but in fact these are what brings the whole concept of colour, décor and design, together. These are the Luxuries and ‘window dressings’ your guests want. They are comfortable, show thoughtfulness and luxury in the presentation of the room and add the individual character to a design or to the flavour of a property.

Make no mistake, these elements influence your guest mood and impression at first glance, they welcome them without saying a word. Weather it be a Room, a bathroom, Reception area or restaurant. Decorative embellished Rooms and Public Spaces is where your guests’ expectations and the industry standards are heading.

These items include the obvious such as lovely coordinated artwork, specialty lamps (something interesting, not just a plain desk lamp), and patterned bed or lounge cushions to inject vibrancy, interest or a mood in the room/space. But also think broader; think of things that will make your guest feel spoilt... a tray with tea carefully laid on the bed rather than the old fashion rolled up towel concept. Think lovely vases or bowls with tactile objects such as decorative rope or metallic balls for colour and interest. Play along with your feel for the hotel, if you’re a beach resort go with that theme and add coral artworks, if your in the mountains add beautifully warm soft textured throw rugs on your sofa. Change it up for the seasons with a warm or cool colour accent. The scope and options are endless.

The best part of this new expectation is that you can completely transform the ambience of a room, the feel of your property, the injection of colour or luxury at minimum cost. It’s the answer to a partial Refurbishment. I can hear the objections “yes but what if they get broken or pinched’, no problem! Place a menu shopping list in the room that lets your guest’s know, that if they particularly like any of your specialty decorative items and feel the desire to have them in their home they can be purchased for... It’s a win win, you get the cost+ of a replacement and your guests are either deterred not to ‘lift’ the items, or they feel pleased with the opportunity to purchase.

So go ahead, Jazz up your room!

motel owners Journal THE AUSTRALIAN

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Go your own way:

How James Gardner jumped into the driver’s seat of motels

here is an entrepreneurial streak to James Gardner. The owner and General Manager of the Silver Hills Motel in Queenstown, Tasmania, traded in his 24-year hospitality career in order to take control of a motel of his own.

relationship with staff, which gives the motel a warm and homely vibe for guests. In fact, James likes to call the motel a “home away from home” because of the frequent visits from guests drawn to the welcoming atmosphere of the Silver Hills Motel.

“I changed my mindset from making money for other people to making money of my own,” James said. “I looked to the West Coast of Tasmania because my brother was born there, I grew up there and my dad used to work at nearby mines in Rosebery and Savage River. We didn’t have a lot of cash, but we had another property we put on the line to buy the motel.”

“We have many regular guests who stay for three or four nights every fortnight. We have rapport and we know them by their first name. The restaurant and open fireplace helps to create the homely feeling.”

James bought the 57-room Silver Hills Motel four years ago with his wife, Debby. James was working as GM of the 66-apartment Australis Diamond Beach Resort & Spa (now Ramada Resort Diamond Beach) on the coast of NSW. James was well versed in hospitality. He began his career as a Porter at the Sheraton Hobart in 1987 and worked his way through auditing and managerial positions in locations from Perisher to Ayres Rock. He broke into his first General Manager role in 2006 at the 75-room EcoPoint Myall Shores Resort in NSW. James bought the Silver Hills Motel in 2011. He relied on every ounce of his skill and experience from his career when first taking over the motel. “Owning a motel is challenging. One of the first things we needed to do here was to lift occupancy levels. We did a soft refurbish throughout most of the motel. This involved painting, installing wireless Internet, new TVs, linen, air conditioners and kitchens. Business surged, but we are going through a blip right now. Business was hit when the Mount Lyell mine ceased operation last year, but this will turn around soon when they reopen the mine, which would lift guest numbers.” Despite the troubles at the moment, James has managed to turn around the business during his tenure. He puts much of his success down to maintaining a positive

James identifies the Smelters Restaurant & Bar attached to the motel as another reason for the success of the Silver Hills Motel. Interestingly, the restaurant drives occupancy in the motel, rather than the restaurant being peripheral to the motel itself. “The restaurant offers high-quality meals and helps to build business in the rooms, as travellers can enjoy the best food in the same place they stay. It offers modern Australian cuisine and, besides a few smallgoods, is supplied entirely by local Tasmanian suppliers.” Besides the restaurant, James has built clientele in the motel by publishing infrequent blog posts on the motel’s website. The blogs cover topics including the accommodation options available on the Tasmanian West Coast and the activities in the area. These range from walking trails and the Mount Lyell mine tour to Cradle Mountain day trips. The website also promotes Queenstown as a better value and more relaxing alternative to Strahan, a forty-minute drive from Queenstown, where most competing accommodation options are located. But despite James’ love for the location of the Silver Hills Motel, he is putting the property on the market. “I love running my own businesses – it’s liberating on a few different levels. I want to stay in the game, but I have achieved everything I want to here. I have renovated most of the motel, brought up a regular clientele and had the chance to break out

of the restrictive working environment of working for a large hotel. My reason for selling is because I would like my two daughters to go to high school in Launceston or Hobart when they reach that age in a few years time. I am looking to buy another motel around those areas so I can keep doing this job but give my girls that opportunity as well.” The Silver Hills Motel presents an opportunity for people looking to live in a tranquil part of the world and to explore their own entrepreneurial side. Silver Hills Motel is the oldest operating motel in Tasmania (built in 1953) and retains its old mining town charm. It is a chance for people in James’ position four years ago, who may want to break away from the employee life and take control. As a life-long hospitality worker and GM of hotels around Australia, James is in a good position to offer some advice for people looking to operate a motel for the first time. “I would say to new players to make sure you’ve got paid experience behind you. It isn’t a good idea to jump in without any experience, as it is those with no background in hospitality who underestimate the challenges of the industry. I hear stories of people who buy a pub or a B&B in their retirement, expecting the job to be easy. But it can be hard work and eat up your savings if you’re not prepared. Another piece of advice would be to make sure you have a point of difference to keep people coming back. It’s not just the rooms or the amenities; it’s about the people. Warm staff and a friendly, respectful relationship with guests are the most important factors.” The entrepreneurial drive of James Gardner will not cease in the future. He is eager to remain a motelier when he moves to the bigger cities of Tasmania. His record at the Silver Hills Motel is strong, and his decision to sell the motel opens up opportunities himself, his family and a new entrant in the motel game.

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Kate Sinfield: the backpacker who called Australia home

backpacking adventure usually involves some sightseeing, photos and a travel diary, before jumping on a plane back home. So in this rite of passage for young British travellers in the 1980s, what went differently for Kate Sinfield? “I realised that I could use my hospitality training and experience from London in Australia,” Kate says. “Opportunities came up to train hospitality workers here, and the wages in Australia were much higher than in London at the time, so I decided to start working.” Australia was a different place in the 1980s. The local hospitality industry had the potential to become world-class, but it needed polish, punctuality and professionalism. Kate brought these values to the industry from her experiences in London, where she began in hospitality at age 14 as a waitress at Trust House Forte.

“I left school to do a management apprenticeship before I started backpacking. I ran hotels until I was 35 in Sydney, Thredbo, Melbourne and Canberra, before coming to Perth in 1997.” Kate’s move to the west saw her complete a Bachelor of Business, Major in Accounting at Edith Cowan University. She is now a certified accountant. This knowledge would help Kate in her next stage of life, which she said to be “like a game of Monopoly”. She entered the property game and had ten houses by 2007. She decided to ‘swap’ these houses for the hotel she owns and operates today – The Murray Hotel Perth. She bought the hotel with her partner Mark Harris. The Murray Hotel Perth is a 30-room, 3-and-a-half star hotel located within walking distance to some of Perth’s main

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attractions: Kings Park, Subiaco and Pattersons Stadium. The rooms boast a king-size bed, ensuite bathroom and 32” HD television. Guests can catch a free bus from the outside of the hotel to the CBD and shopping precincts. But Kate’s entry into hotel ownership wasn’t all smooth sailing, particularly as the hotel needed investment to keep up with the demands of guests.

“The hardest part was convincing the banks that I could do it! I needed to invest in order to stay ahead of the game. I wanted to turn the hotel around by incorporating the features of five-star hotels into a 3-and-a-half star hotel. I looked at what the top Asian hotels offered for inspiration.”

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One of these features is free Wi-Fi access throughout the hotel – a feature ranked by hotel guests as the most important in-room amenity in a Hotels.com survey last year. Another feature is the hotel restaurant and bar offering a variety of cuisines and local Western Australian beverages, including Little Creatures from Fremantle and the Feral range of beers from the Swan Valley. Complimentary breakfast and free parking is also included for guests. Kate’s next step is to renovate the hotel again by recarpeting the rooms and refreshing the outside of the hotel. She has the development application plans ready to go for this. But the renovation is not just for the guests; Kate is dedicated to the needs of her staff in equal measure. “I want to offer a nice place for my staff to work too. We have 18 staff members here with low staff turnover. The low turnover comes down to communication. I take into consideration their family, wants and aspirations. I am flexible with the roster so that everyone can achieve everything they want to while they are working here.” It is clear that Kate wants to look after everyone under her roof. This extends to new housekeepers entering the industry through the hotel’s partnership with the Central Institute of Technology in Perth.

motel owners Journal THE AUSTRALIAN

“When I settled here, things were a lot different from my previous life in Canberra and the eastern states. I remember petrol stations operated on a roster system on Sundays, so you had to check to see which stations were open. The hospitality industry has become a lot trendier in line with the expectations of guests, and The Murray Hotel has been at the forefront of this. When the mining boom was in full swing, we saw up to 2000 people arriving in Perth each week. They brought new ideas and cultures to the city.” Kate remains optimistic when asked whether the slowdown of the mining boom would affect the hospitality industry in Perth. “We had 98 per cent occupancy for a long time during that period. Business will slow, but we will still be busy.” And Kate will be very busy with her renovation plans coming up. She also has an 80-room expansion planned for later down the track. But for this backpacker-turned-hotelier from the UK, keeping active in business and the community has become second nature. Perth has changed a lot over the past two decades, but Kate expects plenty more change as she keeps The Murray Hotel on trend in the hospitality industry.

“We run work experience programs for housekeeping students. This includes a placement in the hotel, with students usually receiving an offer for a permanent position at the end of the course. We are committed to training migrants, refugees and asylum seekers, and so far at least forty people have gone through the program and worked at either The Murray Hotel or other hotels in Perth.” The next step is to turn the course into a nationally recognised Certificate I in Housekeeping, which can be offered in schools and other training institutions. Kate is also an active volunteer in the community. Kate donates a prize to the best student in the Hospitality Finance degree at Edith Cowan University, and invites students to complete their 100 hours of work experience required in the degree at The Murray Hotel. She recently organised the first Purple Bra Day Marathon Walk for Breast Cancer Care WA and raised over $1500. She is a member of Foodbank and donates accommodation to Foodbank employees and volunteers organising food collections during the busy Christmas period. Kate also contributes to the Cancer Council and the Perth Symphony Orchestra. “I think the most important thing I can do personally, and we can do as a business team, is to give to the community. This can be though staff career development, work experienced-based programs to get people jobs, events to raise money for medical research or particular needs or just personal support through food, listening and caring.” An interesting sidenote in Kate’s story is how she has witness the transformation of Perth since her arrival in 1997. The once-sleepy town awoke during the mining boom of the 2000s and is now a truly global city.

Blah

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motel owners Journal THE AUSTRALIAN

The finishing touch makes all the difference As a motel owner, you’ve no doubt witnessed first hand that the expectations of modern day motel guests are higher than ever. Nowadays, memorable hospitality extends a long way past fresh sheets and clean towels. Visitors expect friendly, knowledgeable service as well as added touches that will make their stay feel special.

he challenge presented by the high standards of 21st century motel guests is being able to offer them the comfort and well thought out presentation that they expect, while still providing value for money. There’s also the knowledge that from the setup of the room to the quality of complimentary soap, every element is up for review on forums and popular travel websites.

When you order from Livi, you are receiving high quality facial tissues at a price point that reflects value without compromising on quality for your customers. Plus, there is the added option to bundle your purchase by ordering from Livi’s extensive range of paper towels, toilet tissue and commercial cleaning wipes.

Livi Toilet Tissue

To make sure the accommodation you provide is memorable for the right reasons, make rooms as inviting as possible. Provide space to sit down, up to date decor and wireless internet if possible. Make sure swimming pool facilities are tidy and well presented at all times. Offer your guests tea and coffee making supplies and eliminate any trace of previous visitors with thorough cleaning and air fresheners.

Livi toilet tissue provides maximum customer comfort while giving you value for money. Choose from multiple roll sizes in a 1ply, 2ply or 3ply executive option. Additionally, Livi offers toilet hygiene seals designed for accommodation establishments who want to offer that extra bit of reassurance to guests when it comes to standards of hygiene.

Finally, add the finishing touch to your motel rooms and show your guests you understand it’s the little things that matter by offering them the very best in facial tissues.

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Livi Facial Tissues The Livi facial tissue range is an excellent choice for motels around Australia, providing comfort for customers as well as value for money. Our soft tissues are all produced from 100% virgin fibre and are certified for sustainability according to PEFC guidelines. Available for purchase in bulk, Livi tissues are the affordable solution for motels of all budgets and are: »» Highly absorbent, with a soft touch feel »» Supplied in great looking cube style or traditional rectangular packaging »» Specially designed to complement modern motel decor »» Free from inks and dyes

Specifically designed for back-of-house applications. Soak up the many messes of a busy motel with commercial grade paper towels in centrefeed, interleave or economy size hand roll formats.

Livi Cleaning Wipes Buy in bulk and save with high quality, absorbent cleaning wipes from Livi. Each colour coded & HACCP certified wipe is designed for a specific area and task, to ensure that materials are not used in multiple locations and minimise the risk of cross-contamination.

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Maintain your motel’s standards of comfort and quality with Livi facial tissues in all your rooms, then take advantage of Livi’s extended range of motel hygiene supplies.

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Profile

South Pacific Laundry expansion passes on the savings to Motel owners

f we thought South Pacific Laundry (SPL) couldn’t grow any faster, we need to think again. For over 20 years, SPL has supplied commercial laundry and linen services to the hospitality industry with the motto: “We don’t rest on the seventh day”. From its humble beginnings in Melbourne, the company expanded to New South Wales and Queensland on the back of quality products and professional service. But this Aussie start-up is not done yet. SPL has successfully move their Sydney office from Silverwater to a larger space in Bankstown. Only this year, SPL also moved their Brunswick plant to a bigger facility in Broadmeadows. The expansion makes SPL the single largest privately owned laundry in Australia.

“The expansion means we have an increased capacity and improved quality by using the latest technology. It also makes our operation more productive,” said SPL CEO Choon Ming Tang. He knows how important it is to make the company as efficient as possible. A bigger facility means lower costs, and lower costs means SPL can provide the best price for its clients without sacrificing quality. “We have implemented some new technologies which enhance quality to the benefit of our valued customers without increasing cost,” said Mr Tang. “We use a reverse osmosis water recovery system to recover 70 per cent of soiled water and heat.”

So advanced are the company’s facilities, the linen can be returned in as little as six hours to hotels in the CBD. “We have dedicated express line and redundant processing capacity to cope with special demand without affecting our usual production.” Another feature is the company’s hydrocarbon dry cleaning technology, which uses a softer and environmentally friendly solvent for processing delicate clothing. However, it can be less productive due to the longer cleaning time that is required when using this technology.

motel owners Journal THE AUSTRALIAN

Yet SPL’s personalised service remains the company’s key point of difference. The CEO believes this feature grows a pool of loyal supporters. The current owners and management took over SPL in 1996. They turned the company from a small operation servicing Chinese restaurants in Melbourne into a diversified business with clients across the country. The first big change happened in 2005, when the company relocated from Northcote to a property over double the size in Brunswick East. No expense was spared as the company laid out $13.5 million to upgrade the site’s machinery. SPL operates a fleet of vehicles with a wide variation of specifications that can adapt to different access conditions. This meant the company can access and cater for all types of clients, from alleyway restaurants to motels and luxury hotels.

“We invite any customer with the genuine intention of engaging our service to come visit us. Your generosity to give us a chance to provide service would be appreciated and rewarded.”

“We have built up a large pool of happy customers who continue to recommend our service to new clients. Our main aim is to maintain a high level of service and to look after our employees.” SPL is expanding at a rate of knots – and Motel owners are the winners. With costs coming down and quality going up, the latest investments into the company are set to deliver even better outcomes for Motel owners. The huge developments took time and dedication, so the company truly deserves its claim to ‘never rest on the seventh day’. And with management’s attitude to always look back into the company, seeking out ways to make things run more efficiently, Motel owners can be sure that SPL will continue to provide for them in the years to come.

Articles

South Pacific Laundry specialises in the provision of quality linen and supplies for the customer service and hospitality industries

South Pacific Laundry South Pacific Laundry (SPL) has been a provider of commercial laundry and linen services to the hospitality industry in Melbourne for the last 20 years. Currently, the South Pacific Group is establishing a strong network of modern laundry across Victoria, New South Wales and Queensland with plans for Perth expansion and several more facilities up the East Coast of Australia in 2015. The relocation of our Sydney operations to a new larger facility in Bankstown together with the relocation of our Brunswick plant to Broadmeadows will establish South Pacific Laundry as the single largest privately owned laundry in Australia and in the Southern Hemisphere. SPL provides: • A 365 day service to all its clientele with a 24 hour turnaround. • Dedicated account managers and experienced support staff who are available 7 days a week • A dedicated software design package and centralized billing system enables seamless transactions, paperless and customized reports. • Delivery rationalization systems, providing and streamlining efficient delivery routes which will reduce the company’s carbon footprint. • Building of partnerships and sharing benefits with the customers from savings made through its constant laundry process innovations and group purchasing power of linen products. • Dry cleaning, Uniform cleaning services, General building cleaning, Housekeeping services, Dust mat hire and Cleaning services. • Provision and supplying of Corporate uniforms and customised Amenities.

Contact Robert Teoh Public Relations & Marketing P: (03) 9388 5300 M: 0421 716 888 Coverage Australia wide Pricing Information Contact supplier direct Delivery Free daily delivery within 25km city metropolitan areas Minimum Order Contact supplier direct Full Contact Information South Pacific Laundry 9-23 King William St Broadmeadows VIC 3047 P: (03) 9388 5300 F: (03) 9387 2399 E: customerservice@southpacificlaundry.com.au robert.teoh@southpacificlaundry.com.au

motel owners Journal THE AUSTRALIAN

Carbon footprinting – are you ready to report? FRAN HUGHES I Head of Programmes at the International Tourism Partnership

If a customer asked you what the carbon footprint of a night’s stay at your hotel is, would you be able to answer them? It’s a fact that more and more customers are asking questions about the social and environmental impacts of the places they stay – just look at TripAdvisor’s GreenLeaders for starters. Corporate customers in particular are asking as they often need to be able to account for the impacts of their business travel, choose the best environmental suppliers, report, offset, and so forth, so corporate RFPs are increasingly zoning in on environmental performance. Not all, but the trend is certainly in that direction. Maybe they are not asking for this information today, but they may well be asking tomorrow. Are you ready to report? What are the consequences of admitting you can’t?

ome hotels say that they are not calculating their carbon emissions currently because the customer is not asking for this information, but no successful product or service ever waited for the customer to ask before it kicked into gear. The best businesses anticipate demand and provide that service before the customer even realises they want or need it. Your customers will thank you in the end because this additional information is an opportunity for both you and them to up the stakes on environmental credibility and transparency. Let’s get away from the linen change option being the only thing anyone can say about a hotel’s environmental initiatives, because let’s face it; that doesn’t tell anyone much. There is a real appetite for solid information that proves a hotel is putting its money where its mouth is and committing to environmental management. In the corporate world, businesses are all over figures when they can get hold of them and carbon footprint information is really useful information to many corporate customers. So there is an appetite. Provide this information and you can get ahead of the game in terms of demonstrating your sound approach to environmental issues, as well as provide the information your customers are increasingly going to be asking for. Furthermore, surveys have shown that businesses which show strong environmental credentials are assumed to be strong in other areas of quality and service management. It all makes your hotel a good place to stay. So did carbon emission measurement and reporting just get a bit more interesting or is it still just me…? If you are going to measure and communicate your carbon footprint, it’s important to note that you can’t just throw numbers

around. You need to know your audience and communicate your footprint appropriately. Corporate customers want figures but only the most enlightened leisure traveller will have any idea what the figure means. In the UK a few years ago, supermarkets tried carbon labelling some food products but the scheme failed to take off as most customers didn’t have a clue what the labels meant. Was 75g CO2e a good performing bag of crisps? What does 75g CO2e look like or equate to in real life anyway? More than the bag of crisps itself, that’s for sure! Maybe a more relevant message to the leisure traveller is that you have taken the trouble to measure and understand your climate impact, and that you are putting in place measures to reduce those in a meaningful way. Just remember the adage, no numbers without stories, no stories without numbers. So what are you waiting for? Get yourself ready to report. Over 21,000 hotels globally are currently measuring and reporting according to the Hotel Carbon Measurement Initiative (HCMI) methodology, so you’d be in good company. For more information see http://www.tourismpartnership.org/whatwe-do/products-programmes/hotel-carbon-measurement-initiative. You can request the methodology, free of charge, by emailing info@hotelcarboninitiative.org. Fran Hughes is Head of Programmes at the International Tourism Partnership (ITP). ITP drives responsible business within the hotel industry by engaging with the world’s leading hotel companies; turning responsible ambition and good ideas into positive action. ITP does this by sharing best practice, offering practical products and programmes and facilitating collaboration in one of the world’s largest industries.

In the 2013-14 financial year, we sold an accommodation business every 2 days...

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07 3878 3999 resortbrokers.com.au 46

motel owners Journal THE AUSTRALIAN

Don’t fall into the discount trap IAN CROOKS I managing director, Resort Brokers Australia

The temptation in times of lower demand is to try to boost occupancy by discounting room rates. Don’t do it! Discounting spells disaster for your bottom line and, ultimately, for the value of your motel.

n some areas, it has become almost standard practice for motels to put out sandwich boards advertising discounted prices.

occupancy remained at 63%, the selling price of the business would be reduced by a very significant $165,000. And all because of a lousy $10 per night discount.

It seems a simple enough strategy. Consumers are always looking for a bargain. So a discount might help sell more rooms or, at the very least, maintain occupancy levels.

Discounting is a simplistic approach to revenue management that just doesn’t work. It damages your bottom line. It devalues your business. And it cheapens the wider tourism sector in your region by sending out a negative message.

After all, it’s only $10 a night. Not much, right? WRONG! A seemingly small discount of $10 per night will have far reaching negative consequences. To illustrate the impact, consider the following example, based on a 25-unit motel operating at 63% occupancy. A discount of $10 per room night ($9 nett of GST), if occupancy remains the same, would make a difference of $51,740 per annum to the bottom line. That’s a fall in nett profit of $51,740 – more than 25% – in just 12 months. The discounting strategy would need to boost occupancy dramatically to 69% in order to just maintain the nett profit the motel was already generating before it started discounting. The motelier’s income would be no better. In fact, it may still be lower, as their workload and variable costs would rise along with occupancy. And that’s not the end of the bad news. Should this motel owner then consider selling the business, they would be in for another rude shock. Most motel leases sell at a yield of approximately 30%. So, in this case, if

The primary goal of revenue management is to lift your bottom line – not necessarily to lift occupancy. Remember, increased occupancy has its own associated increases in costs – linen, disposables, housekeeping payroll, etc. The key to increasing nett profit is to find ways to increase the average room rate. Just as discounted rates come off your bottom line, most of every dollar added to your tariff goes on to your bottom line. So, don’t sell down … sell up! Many motels are quick to discount if reservations are down. Yet they do nothing when reservations are stronger than anticipated. Instead of discounting in times of low demand, why not lift rates in times of high demand?

Think about the last time you flew somewhere. If you purchased your airline tickets in advance, before the seats began to fill, you probably got a good deal. But if you left it until the last minute, when the flight was nearing capacity, you would have paid the highest rate. The airline concept is simple: as occupancy increases, the rates available for sale also increase. Motels should operate on the same principal. Yet, strangely, many tend to do the opposite, discounting rates to fill those last few rooms. Adopting an ‘advance purchase rate’ tariff structure has several benefits. It will encourage advance bookings, helping to fill rooms earlier. This assists with many management issues, including ordering, catering, staff rostering, etc. In times of higher demand, you are then able to charge a premium for sought-after accommodation. The higher tariffs paid for last minute reservations and walk-ins help to balance any periods of lower occupancy, with most of the increased revenue adding directly to your bottom line.

25-UNIT MOTEL

STANDARD TARIFF

DISCOUNTED TARIFF

CAUSE & EFFECT

Average room rate

$100

$91

Discount $10 per night

Gross revenue @ 63% occupancy

$572,875

$523,136

- $51,739

Less operating costs

$229,150

Nett Profit

$343,725

$293,986

- $49,725 (-14.5%)

Selling price

$1,145,000

$980,000

- $165,000 (-14.5%)

Source: Resort Brokers Australia

Articles

Why workflow matters for fast and hygienic bathroom cleaning MURRAY MCDONALD I Director of Duplex Cleaning Machines

Bathroom cleaning is a mandatory cleaning task for all accommodation facilities. Whether it be accommodation owners, contract cleaners or housekeeping staff that carry out the task, each professional has their own products and processes in which they follow.

lthough processes may differ, the common goal amongst all accommodation bathroom cleaning needs is the desire to complete the job in the most time effective yet hygienic way possible. This is where a consistent and industry standard workflow is mandatory to achieving this objective. Below is an overview of an industry standard workflow that takes into account pre-workflow, workflow process and postworkflow activities.

Pre-workflow The products you use are the first point of consideration before embarking on your bathroom cleaning workflow. Chemicals, rags, mops and buckets will hinder your workflow, no matter how consistent and streamlined it is. The reason for this is that chemical use in the accommodation industry, much like the healthcare sector, is now commonly seen as an outdated method. This is mainly due to allergy concerns for

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An example of such a workflow can be seen below using steam vapour and microfibre. both guests and staff, and the latest research and industry standards that validate chemical-free cleaning solutions. The use of high temperature steam solutions and the use of microfibre instead of regular cloths are some of the bathroom cleaning alternatives that can be used to ensure a fast and hygienic bathroom cleaning process. Also, before you embark on implementing your workflow, it’s important to clearly “mark” the areas that need to be cleaned. This is so you can identify post-clean whether any areas have been missed. This can be done using an invisible marker. An invisible marker can’t be seen to the naked eye, and can only be seen when illuminated using the right torch.

Workflow The four key areas in a bathroom clean are; »» Walls and floors (including tile and grout) »» Fittings (including basin, taps, drains etc) »» Showers »» Toilets When cleaning each of these areas, the rule of thumb is start with the cleanest areas and finish with the dirtiest areas. For example, start with basins or light switches and finish with toilets. Ensure you complete this workflow in either a clockwise or anti-clockwise direction.

»» Start with light switches and the door knob area. This can be achieved by using a steam lance to disinfect the area, and wiping down the surfaces with a microfibre cloth »» Continue in a clockwise or anti-clockwise direction to the basin. Steam clean taps, basins and drains. »» Move onto the shower, including its walls, floors and grout. Steam surfaces starting from the top and make your way down. »» Finish with the toilet area. Using steam, disinfect and detail clean water chamber, seat, rim and bowl.

Post-workflow Once you have completed your bathroom clean using a consistent workflow, it’s time to make sure that no corners have been cut and no areas have gone unnoticed. One way to determine this is by conducting a post audit of you bathroom clean. As I mentioned in the pre-workflow section, it’s important to have marked areas that need to be cleaned using an invisible marker. Simply go to all areas you have pre-marked and illuminate these areas. If the marks are no longer present then the cleaning has been carried out according to schedule. If marks are present, areas may have been missed due to human error or the workflow wasn’t carried out in the correct order. Murray McDonald is Director of Duplex Cleaning Machines and has over 20 years experience in improving accommodation cleaning standards through chemical free solutions. Visit www.duplexcleaning.com.au

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motel owners Journal THE AUSTRALIAN

How can tissues be made more sustainably EMMA BERTHOLD I Good Environmental Choice Australia

Tissues, toilet paper, and paper towels. They’re all such basic, essential everyday products that we barely give them a second thought. Perhaps if we’re particularly eco-conscious, we’ll choose products made from recycled materials or from sustainably managed forests (both excellent ideas), but that’s probably the only issue we’ve ever really considered beyond price and product performance.

owever, the process of creating these products is more complex than you might believe, and there are a number of occasions for hazardous substances to sneak in to the process, or for environmental impacts to be felt. Of course the most obvious impact that manufacturing any paperbased product can have on the environment relates to where raw materials are sourced from. Many will no doubt already be aware of the devastation caused by unsustainable forest management practices, damaging native forest regions and harming local animal and human populations living there. The paper bleaching process has plenty of its own causes for concern: it all depends on what’s been used. When chlorine gas (elemental chlorine) is used, it can release compounds such as dioxins and furans, which have a negative impact on aquatic life. They also impact human health, affecting our reproductive and immune systems, and some are possible carcinogens. Alternative processes exist: Elemental Chlorine Free (ECF) uses a different derivative of chlorine and can be slightly better, Process Chlorine Free (PCF) doesn’t use bleach with any chlorine or derivatives, and Totally Chlorine Free (TCF) pulp has never been bleached with chlorine or derivatives. Paper products in this last category are typically brown coloured rather than white. A range of substances present in the final product can have harmful effects on human health. Formaldehyde, a known carcinogen, can be present in small amounts in paper towels thanks to the need for wet strength agents in the product. Wet strength agents are included in paper products that are designed to come into contact with moisture, and they help the product maintain ‘wet strength’ – the ability to stay held together when exposed to water. It all depends on exactly which wet strength agents are used as to whether they can be classified as potentially harmful. Another one to watch out for is a group of substances called alkylphenol ethoxylates, or similar substances that produce alkylphenols as they break down. Once again these could be present in any paper-based hygiene product that is either already

wet (a moist towelette or wipe) or designed to clean up liquid (such as dry paper towels). Alkylphenol ethoxylates are endocrine disruptors for fish, birds and mammals, meaning they interfere with the action of hormones in the body. They are also slow to break down (biodegrade) once released into the environment. Dyes can pose a slight health issue in tissue paper products; for example, any coloured printed patterns on paper towels or toilet paper. Some dyes, pigments and coatings contain phthalates, substances which are commonly found in cosmetics and personal care products, and particularly any product containing a fragrance. Phthalates are endocrine disruptors and some have been linked to fertility problems, among other health concerns. Other hazardous substances that could be lurking in colourful patterns include certain azo dyes, which release potentiallycarcinogenic amines, and even traces of toxic heavy metals. So what’s the best strategy for selecting such commonly-used essential products which cause the least harm? The first step is to find out where the paper materials are sourced. Why should we need to use brand new (virgin) fibre for disposable products? Choosing products made from recycled materials or, at the very least, from certified sustainably managed forests, such as those with FSC certification, is important. This information will often be shown on the product label, or you can ask the manufacturer directly. Also look for any information about the bleaching process used, if any, and opt for the one with the least amount of chlorine. Avoiding coloured patterns is an easy way to eliminate any dye-related concerns of hazardous substances – just choose plain white tissues, paper towels and toilet paper products. Determining what other hazardous substances may be present could be a little more of a challenge. Consider looking for evidence of a third-party ecolabel, such as Good Environmental Choice Australia (GECA) – such a certification will address a whole range of these concerns and is proof that you’re purchasing a better product.

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motel owners Journal THE AUSTRALIAN

Technology 2015 TED HORNER

As we go into another year we asked Ted Horner to write for us about the current technology trends in Hotels.

»» Increase bandwidth as more guests want to download content over the Internet

Others such as Hilton, Marriott and IHG have plans to roll out mobile check in in 2015.

»» E nsure that whatever Smart TV you have in your room that is has the capability to allow guests to easily share content between their tablet or smart phone and the large screen TV

Smart Phone Access to guestrooms any of the world major brands and rolling out mobile check in platforms via guest own smart phones.

Starwood Hotels and Resorts has become the first chain to let guests unlock doors with their phones. The feature is available at only 10 Aloft, Element and W hotels but will expand to 140 more properties in those brands by the middle of next year.

The new Next Hotel in Brisbane is the first in Australia to roll out this technology. For the last few years hotels have been searching for various methods to modernise the guest experience and one component of that is the check in process where there is an opportunity for innovation because it represents one of the first interactions between hotel and guest. Keyless room entry is one such innovation as it allows hotels to benefit from the recent advancements of mobile technologies and BYOD trend that see guests carrying an average of 2 or more devices with them. There a number of different technologies that can be used using Near Field Communications (NFC), Bluetooth, RFID to name a few but clearly the concept to by-pass the front desk and check in with your smart phone is taking off.

Guests no longer like to have free Wi-Fi, they are expecting it Free Wi-Fi is now considered a utility like power and water and as a result guests expect it to be free , however if guests want a premium Wi-Fi service at higher speeds then I believe hotels should be able to charge provided the cost to move up from free to paid service is not excessive.

In Room Entertainment in next five years Today more and more guests are arriving at your hotel with their own device (BYOD) and more importantly their own content (BYOC) so in light of this hotels will need to do the following:

»» Q uestion whether Foxtel is required when the commercial model is not suited to hotels and where guest can access content elsewhere

Five Main areas of Focus with technology in 2015 1. I ncreased use of mobile apps to improve the guest experience before, during and after their stay 2. M obile check in where guests will by-pass the front desk and use their smartphone to access their rooms 3. I ncreasing importance of big data – how will hotels analyse all this data to stay ahead of the competition and meet the individual needs of all guests. Who can do this the best will prosper 4. C loud Computing with more and more technology hosted in the cloud from PABX, PMS to POS etc. as opposed to the traditional on premise systems 5. D isruptive technologies how will the hotel industry rise to meet the challenge of Airbnb as the taxi industry has to meet the challenge of Uber – technology will play a major role here In my opinion one of the best and most innovative users of technology is Citizen M www.citizenm.com who hosts all of their technology in the cloud and guests self-check in themselves.

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You Always Have a Choice

Why choose us Partnership. This is something we take very seriously at Choice Hotels®. For more than 75 years, Choice Hotels has helped Franchisees find the best fit for their long term and short term goals. Partnership means supporting your needs, day in and day out. To us, it’s a collaborative approach and it’s mutual. We’re also investing in ourselves, so we can continue to deliver expert-crafted training programs, national marketing platforms, a loyal customer base, and one of the industry’s strongest reservations systems. From our cutting-edge distribution systems to property-level operational backing, we do everything in our power to drive reservations straight to your hotels.

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Strong reservations contribution through our Choice Hotels Reservations System (CRS)

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Access to one of the fastest growing loyalty programs, Choice Privileges® (more than 23 Million members globally)

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Choice Hotels has more than 6,300 properties worldwide including 270 properties across Australia, New Zealand and Singapore, represented by the Econo Lodge®, ComfortTM, QualityTM and Clarion® brands, and the Ascend Hotel Collection®.

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There’s no better time to consider taking your property to the next level.

Contact us today: Daniel Kitch General Manager, Development 0408 563 527 Daniel_Kitch@choicehotels.com.au choicehotels.com.au

motel owners Journal THE AUSTRALIAN

Choosing commercial washers for Motel and guest laundry BRIAN CLARK

Motel owners can reduce their laundry costs significantly by bringing their laundry in house. However, the choice of washer is critical to the success or failure of your laundry. Here are some basic tips.

Rigid Mount or Soft mounted washers

here are two types of commercial washers available â&#x20AC;&#x201C; Rigid Mounts and Soft mounts. Rigid mounts are generally lower cost to buy but have no internal suspension and need to be securely bolted to an engineered foundation. Installation is more expensive and spin speeds and extraction efficiency is generally lower than soft mount machines. Soft mount washers have internal suspensions that cushion the vibration of high speed spin. They spin at higher speed and achieve greater G forces (and better extraction) than rigid mounts and are lower cost to install. The G-Force generated in the spin cycles is a key factor in machine efficiency and in reducing energy usage in motel laundries. Manufacturer data shows variations in G Force varies from less than 200 G for rigid mounts and up to 420G for Soft mount machines. High G force has a significant effect on water, detergent and dissolved soil extraction efficiency and fabric moisture retention. Efficient water extraction can result in a dramatic reduction in time and energy needed to run dryers. Ideally, the spin force should be programmable in relation to the wash cycle, fabric type and desired moisture retention.

Wash Capacity: Motel laundry includes daily loads of sheets, towels, blankets, doonas and linen from kitchen and dining room facilities. It is therefore important that you have the correct machines to handle your daily load and some spare capacity for peak loads. The right machine combination will significantly reduce your labour content and provide additional savings in water, energy, detergents and operational costs and reduce or eliminate the need for outsourced laundry.

Spatial considerations: The biggest hurdle and cost in setting up or upgrading motel laundry facilities is the space required. For smaller motels an easy solution is to consider purchase of stackable washers and dryers. Stack machines consist of a commercial dryer stacked on top of a commercial washer or

stacked gas or electric dryers. Stacked washer dyers for smaller motel laundries are offered by most brands, with LG offering the largest capacity at 10kg for their commercial stack. One of the disadvantages is safety factors involved in the handling of tall, heavy machinery stacks, especially where manoeuvring up or down stairs or fitting through doorways. LG again offers the ideal solution with stacks that are designed to be assembled on site.

Access: Plan your laundry with sufficient access space to move machines in and to make servicing easier. Ask your laundry supplier to provide 3D design layouts and their recommendations for spacing, venting and make-up air for your dryers. Programmability: It is important that your washer can be easily programmed without the need for expensive software or specialised technical knowledge. Programmability allows you to vary the wash parameters, including the prewash, main wash time, heat parameters, rinse duration, no of rinses, spin speed to suit the fabric type and the wash requirements. The wash programs must interface with chemical selection to ensure consistent high quality results with minimal damage to fabric.

Door size and height: Look carefully at the height and size of the door and its degree of swing. Not only do you have to be able to open the door in confined spaces but you also need to load and unload the washer easily and safely. Always consider the purchase of a suitably engineered plinth with your washer to raise the height of the door to minimise bending and easily loading and unloading into suitable laundry trolleys.

Hot water or Ozone disinfection: One of the most effective ways to ensure disinfection and lower laundry costs is to install an Ozone diffusion system in conjunction with your laundry equipment. Ozone is a powerful oxidiser, reportedly up to 3500 times faster acting than Chlorine and a highly effective biocide, killing both bacteria and spores in cold water. Ozone also offers environmental benefits as it enhances the wash process and reduces the number of rinses resulting in significant reductions

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in water, detergent, and waste water generation as well as virtually eliminating the need for hot water. One Study by the University Hospital of Southampton reported annual savings of 36.49% in water, gas and electricity costs with Ozone compared to conventional thermal laundering.

Detergent feed pumps Detergent feed pumps communicate with your wash programs to ensure that the correct amounts and types of chemical are injected at the correct time into the wash cycle. Most chemical companies supply these pumps as part of their supply deal. However this can lock in Motel owners as they have no control over the pumps and their cost is incorporated into the pricing of the chemicals. It also means a significant amount of inconvenience and lost production if you need to change your chemical supplier as the pumps need to be removed and replaced by the incumbent supplier. The easiest solution is to purchase your own chemical feed pumps. This is a one off purchase and installation and will enable you to lower the cost of your chemical products and be able to change suppliers with minimal disruption to your laundry.

Purchase or rental Rental can be a cost effective alternative to outright purchase. With rental, you can get the equipment you need without outlaying precious capital. Rental terms range from 5-8 years and can include preventative maintenance and extended warranties which will, in turn, lower your operational and repair costs and maximise production. Rental is also off balance sheet which has benefits when further capital may be needed to expand your business. Washer design and efficiency has advanced considerably in recent years with new technologies and programming advancements that minimise water and energy usage and operation costs. This provides a strong case for modernising existing laundry facilities and motel owners can achieve considerable operational savings and efficiencies with improved laundry throughput and user satisfaction.

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Knowing where your value really lies TRUDY CROOKS I National Sales Manger, Resort Brokers Australia

When contemplating the sale of your accommodation property, one of the most crucial steps will be to determine a fair and reasonable price. A range of important considerations needs to be weighed up, but the principal guiding factor will always be net profit.

t Resort Brokers Australia, when appraising an accommodation property, our brokers have two key goals in mind: to achieve the best possible price for their vendor, and to ensure the sale passes the due diligence test with flying colours. Valuing a motel, hotel, resort or management rights isn’t simply a matter of arriving at a figure acceptable to both seller and buyer. An experienced broker knows reaching that point is only the start. In our business, you’ll often hear us refer to the period after contract exchange as the ‘rocky road to settlement’. Several parties are involved in accommodation property transactions, and their agreement on the value of your business is critical to your sale proceeding. The vast majority of buyers will depend on finance. Banks, in turn, will require a report by a qualified valuer to support their lending decision. Due diligence is the final hurdle to clear in the sale process. So, from the outset, a conscientious broker will always take into account the roles played by accountants, valuers and banks. As a rule, banks lend up to 50% for leasehold purchases, 60% for freehold passive investments, and 70% for freehold going concerns. They lend on the basis of the property value as per the valuer’s report, not on a price agreed between seller and buyer. So your broker needs to know the accommodation property market and industry practices intimately, and understand the thinking and methodology that will be applied by those assessing the deal. Here are the primary considerations in any assessment of your property:

1. Nett profit The value of your business will always be based on your nett profit, after all operating costs. A business does not sell on turnover or occupancy rates. The capitalisation of nett income is the primary method of valuation. That is, taking the nett income and capitalising it at an appropriate rate, according to recognised and current industry standards for comparable properties, to determine the value. The capitalisation rate is also referred to as the yield, or return on investment. In the case of management rights, the term used is ‘multipler’ (nett profit x 100, divided by anticipated return). They are all terms for much the same thing. We cannot stipulate standard return rates or multipliers that might apply in your circumstances. Rates vary considerably, depending on market forces. Actually, during three decades in this business, Resort Brokers has rarely seen such a broad and fluctuating range of rates in play as are now.

2. Location, location, location This old real estate mantra always rings true. Location is certainly a consideration in determining the value of your property. But remember, location is a primary driver of profit. The two are inextricably linked. So, because your nett profit is the result of many variables including location, efficiency of management, occupancy levels and so on, it is a much stronger indicator of value.

3. Term of the lease/ management agreements The longer the period remaining on your agreement/s, the more secure the business. We would always, therefore, recommend owners with diminishing terms seek to increase the length of their tenure to the greatest extent possible before going to market. The longer the tenure, the more appealing it will be to buyers, and the easier it will be for them to secure finance. Long term agreements help ensure you attract the best possible price for your property. This is an exciting time to be in the market. Demand for CBD and high-netting properties has increased significantly. And we are seeing the management rights model become increasing popular outside its traditional home state of Queensland, with hotel groups warming to this management model. In recent years, we have seen new buyer profiles emerge, including syndicates and selfmanager super funds. They have recognised accommodation businesses compare more than favourably to other commercial property classes in terms of secure and generous longterm returns. In closing, I’d remind you that valuing your property according to market conditions and industry practices is one thing. Saleability is quite another. Factors such as redevelopment potential may not necessarily affect the price you can achieve. But it is certainly one of the factors that would enhance the saleability of your property. But that’s another story.

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Minimise food Safety threats by being more than constantly compliant NOLAND REMPILLO I Quality Assurance & WHS Advisor for Solaris Paper’s LIVI® brand

Noland Rempillo, Quality Assurance & WHS Advisor for Solaris Paper’s LIVI® brand shows how competitive advantage can be gained through going above and beyond HACCP measures

ithin a hospitality business, all staff need to be aware of and comply with food safety and health and safety procedures as strict health and hygiene obligations are in place for any business handling food. The hospitality industry is governed by a number of laws and regulations that must be followed in order to ensure that the food provided is safe for consumers to eat. These cover all steps in food-related activities, including delivery, storage, preparation, cooking and serving. Dealing with compliance and stringent auditing requirements is an essential aspect of any food related environment, as increasingly high standards are being set by regulatory bodies. The standards aim to lower the incidence of foodborne illness. Despite improvements made in the safety of food supply, factors such as the development of pathogens into more resistant strains, or changes in the vulnerability of the population’s immunity, and transportation of raw materials over greater distances means problems continue to persist. Food contamination events, including outbreaks of food poisoning, are a major health problem within Australia. According to the Department of Health there are more than 4.1 million reported cases of foodborne illness in Australia every year and, according to OzFoodNet,

may cost Australia as much as $1.2 billion annually. The cost impact of food safety failures is high and steadily increasing through harsher penalties for vendors and, more commonly today, litigation. Additionally, a major incident can have catastrophic consequences for brand value and customer loyalty.

Where is the risk? There are many stages where there is risk of contamination unless strict hygiene practices are followed – from receiving

goods in, to chilling, preparing cooking, and serving. Foodborne hazards may be biological (e.g. E-coli), physical (e.g. metal) or chemical (e.g. cleaning product residues).

Stay safe Attention must be paid to more than safe food handling techniques. A number of systems and procedures should be implemented to minimise risk. All staff should receive relevant, regular and accurate food safety and health and safety training. Staff should practise and demonstrate a high standard of personal safety and hygiene. For example, this includes regular and appropriate hand washing, for instance, between dealing with raw and cooked foods and after going to the toilet, and using oven gloves when picking up hot pans. Areas where food is prepared or produced and hard surfaces and equipment need to be kept spotless and spills dealt with quickly. Motels should check that non-food products and services that are designed for, or used extensively in, the food industry such as cleaning wipes are HACCP (Hazard Analysis and Critical Control Point) certified. This is a recognised endorsement for food safety management procedures and indicates that the product carries a high standard of food safety.

motel owners Journal THE AUSTRALIAN

ingredient specifications and a vendor quality assurance system. By implementing good hygiene practices, motel owners can be safe in the knowledge that they are meeting food safety standard and audit requirements, and protecting consumers. For more information about Livi away from home towel and tissue products from Solaris Paper including food safe wipes call 1300 832 883, email info@solarispaper.com.au or visit www.livitissue.com.au

References a. The source of the ‘4.1 million reported cases’ is the report of the Australian Government Department of Health. The report was published in 2014 but the research is an estimate for 2010. b. OzFoodNet provided the estimated cost which the Australian Government Department of Health report suggested to update since they only have data for 2000

Ensure that products are colour coded to distinguish their use for a range of different areas, including commercial kitchens, washrooms and dining areas, making it easier to keep surfaces clean. For example commercial cleaning wipes should be coloured and designed for a specific zone and task, to ensure that materials are not used across multiple locations. This way the risk of crosscontamination is minimised – you wouldn’t want the same wipe to be used in the kitchen that is used in the washroom! Also look for durable, versatile wipes, ideally made from a soft non-woven fabric

and certified for food safe applications. These properties are often combined to create a feature set for specific jobs while achieving a good balance between product use-life and cost. Remember that a food safety programme does not just stop with HACCP. To be effective, additional measures such as pest control, recall protocols, hygiene and sanitation need to be developed and implemented. Additionally, the issue of ensuring that suppliers and distributors are also ‘safe’ needs to be addressed through development of measures like

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Tired and emotional DAVID HENDERSON I CEO of Global accountancy firm ROCG and the founder of CashMaxForecaster.com

There are three major triggers hindering business growth: emotional decision-making, lack of attention to detail; and business as-a-hobby mentality.

s a chartered accountant working closely with businesses from small to listed entities for over 20 years I started to look beyond the spreadsheet to better understand

the factors determining growth and success. It comes down to three triggers every time.

Emotional decision making: emotional pricing often sees owners base their prices and services structures on gut-feel with minimal evidence. Fingers crossed, without considering

motel owners Journal THE AUSTRALIAN

where they sit in the marketplace. Capital purchases and motel fit-outs are swayed more by mood than modules. Objectivity rarely comes into the equation.

Lack of attention to detail: motel owners need to sweat the small stuff. The minutiae of working out the hours and variables required to meet success. It is critical to calculate the benefit verses the hours involved of offering additional services and what that could mean to the business. A motel has to understand how many nights it will need to sell to be profitable, how the weather affects those sales and the influence factors of locality dynamics.

Business as a hobby mentality: it’s not treating the business as a business. Instead of standing back and seeing the business as an entity that must perform for profit, the motel is run on bravado or lifestyle. Friends and family are roped in, recruiting and training is poor and compliance is negligible. Yet, it is critical for businesses to proactively keep an eye on the cashflow warning signs and put steps in place to manage potential problems before it’s too late. For the average motel-businesses talking to their accountant about a business plan is like going to the dentist. Both have different aims and it will hurt no matter what and it is a rare accountant that understands the real business needs of every market place. Motel-owners are already overwhelmed with the abstract edicts of competitor analysis, integrated digital strategies and market positioning while they are grappling with cashflow, sales and human resources issues. Pages of numbers just blur, are too easy to ignore and many people simply haven’t the time to do the maths. Change is constant and it’s quick. Day to day monitoring is the best way to understand your business. This will provide the impetus to develop options that may not have been considered, such as developing a niche or finding

a different way forward if profits aren’t stacking up in the way it might initially have been envisaged.

FAST FORWARD In today’s fast-paced commercial environment, businesses can no longer rely on historical analysis when planning a motel. Half the business ideas that exist today weren’t even thought of five years ago. Success in the motel business is predicated upon objective day-to-day analysis. There’s no point in developing a business plan factoring in last year’s scenarios when the dynamics can change in a week. It’s important to distil personal opinions, assumptions, and beliefs into raw data using simple language that can be read at a glance so motel owners can test their own hypothesis from day one.

it can be directly attributed to taking a backward view rather than proactively looking at the impact tomorrow’s activity will have on operations and cashflow. With daily updates and forecasts motel owners can take their assumptions for a test drive before committing energy and resources. The visual impact of an easy to read dashboard graphic forces good decisions over illogical ones and provides a safety check before wading into the commercial rapids. Motels need solid footing to survive and a monitoring system to know the difference between flying, flailing and failing. There’s no need for an accountant to tell you what a dashboard graphs highlight – it’s obvious. David Henderson is a chartered accountant, and founder of www.CashMAXforecaster.com which distils big-business modelling into a real time analysis dashboard. Visit www.cashmaxforecaster.com for your free trial.

New starters will often just do a cursory internet search for marketing or pricing, comparing themselves with major players, without fully realising those big companies can afford loss leaders, years without profit or have other strategies to support their losses. Before setting up, motel owners must factor in their biggest costs. The rent guarantee is the most overlooked, yet it requires a commitment of several years. Coupled with equipment and fit out, it’s easy to spend big upfront without factoring in removal and make-good clauses and the liability of the lease whether the business flies or fails. Nothing can stop an owner from buying imported designer beds and appliances but it’s important to be aware of how many extra sales are needed or what has to be cut from the marketing or hiring budget to pay for them. Endeavouring to predict threats, opportunities and weaknesses is futile, just as hiring specialists is beyond the average SME budget and time is always stretched and demands, it seem are increasing. Lack of innovation or productivity is not the cause of business failure rather

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& We supply a large range of quality Ready-made and Custom-made Curtains and Blinds at the lowest prices. There are now 100% tax write offs for small business so thereâ&#x20AC;&#x2122;s never been a better time to upgrade your window furnishings. Because we are a supply only company, we can offer you FANTASTIC SAVINGS! We also give a further 10% discount for orders of 10 or more products, perfect for most motels. Visit www.curtainsonthenet.com.au and www.blindsonthenet.com.au now to see our full ranges. You can find pricing for all products as well as simple measuring and installation instructions. Our websites also offer Free fabric samples for easy colour selection.

For further information please contact us: Phone 1300 852 912 Email info@curtainsonthenet.com.au 64 info@blindsonthenet.com.au

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Blinds & Curtains on the net Blinds and Curtains on the Net were set up about 10 years ago by a group of people with an extensive background in the blind and curtain industry. The concept was to offer quality blinds and curtains at lower prices by offering them direct to customers via our websites.

he formula is pretty simply. By providing no measure, quote and installation services or having to pay high rents on shops or showrooms we can pass on these savings to our customers. Our websites provide access to measuring and installation instructions, prices and free samples of available fabrics. We have highly experienced staff that can be phoned or emailed with any questions you may have. The Do It Yourself market these days is huge and most people are more up to date and knowledgeable when it comes to home interiors and renovations. There are a multitude of television shows that fuel the DIY market. For a lot of people the days of having to pay extra for the service of having someone measure and install blinds are over. Most of us are quite capable of taking measurements, ordering online and putting up some brackets. There’s not really much more involved in getting blinds and curtains than that! Both the Blinds and Curtains on the Net websites are perfect for Motels, Hotels and Guesthouses looking for an inexpensive upgrade of their current window furnishings. Most Motels would have access to a handyman (possibly the owner) that would be more than capable of measuring and installing new blinds and most anyone could hang new curtains, especially if using the existing tracks. As well as having lower prices we offer a further 10% discount for orders of 10 or more. Most motels should be able to take advantage of this offer easily! Now with added tax deductions for small business it’s a great time to consider updating your blinds or curtains.

Ready-made Curtains can be despatched to you in only 3-5 working days. Custom-made despatched in about 10 working days. We can also help with tracks, rods & hooks. Orders can be placed on our websites 24 hours a day, 7 days a week.

Here is a breakdown of the styles of blinds available Roller Blinds Our quality Custom-made Roller Blinds are available in many fabric and colour variations. Whether you want to screen the sun without spoiling your view, have privacy with filtered light or have total Blockout you will find the perfect solution here at Blinds on the Net. Our Roller Blinds can be ordered as Dual Blinds, Linked Blinds and with the choice of extremely affordable Wired or Wirefree Remote controlled Motorisation. If you need Custom Made roller blinds in a hurry a selection is available with a superfast 5 day despatch in our Australian Custom Express section.

Roman Blinds For those that prefer a more decorative solution than a Roller Blind, Custom-made Roman Blinds may be the answer. Our Roman Blinds are available in virtually all of the same fabrics but have a softer more classic look. You can choose a cord-operated Blind with a quality cord lock or a superb chain operated mechanism at no extra charge. Roman Blinds from Blinds on the Net have the best mechanisms at the best prices.

We are a one-stop online store providing an outstanding range of Blinds, Curtains and accessories. If you that want a high quality product & want it in a hurry you will find it here. Select from Roller Blinds in a range of plain and textured fabrics, Roman Blinds, Panel Blinds, Vertical Blinds, Honeycomb Blinds, Pleated Blinds and a great range of Venetian Blinds in Aluminium and Cedar and Abachi timber.

Aluminium Venetian Blinds

At Curtains on the net you’ll find an extensive range of inexpensive Ready-made or Custom Made Curtains. Choose from a range of different headings including Eyelet, Pinch, Box and the adjustable Pencil Pleat.

Timber Venetian Blinds

Perfect for those wanting a versatile Blind that allows easy control of light and privacy, Aluminium Venetians are the inexpensive option. Our 25mm blade comes in a large range of plain colours and wood grain look. Our 50mm blade gives a great Retro look with increased visibility, add the wide cloth ladder tape option for a really stylish finish.

as well as the option of Custom Painting for a totally co-ordinated room. All are sourced from sustainable Timber. For the look of Timber but the practicality of a synthetic we offer Greenwood Venetians in both 50mm and 63mm blades, these are perfect for all wet areas and offer the same look for less money.

Vertical Blinds No other Blind can control your outlook like a Vertical Blind. They are the perfect treatment for sliding doors and anywhere you want to have a single blind that totally controls the level of light and privacy both day and night. We offer high quality and contemporary Vertical Blinds utilising only the best mechanisms available. They are available in 89mm and 127mm blade widths.

Pleated and Honeycell-Honeycomb Blinds Pleated and Honeycomb blinds pull up effortlessly to a minimal stacking height that doesn’t cover too much glass interfering with your view. The Honeycomb design forms air pockets and with minimal gaps on the sides offer excellent insulation. They come with a high quality chain operated mechanism. The XL50 Pleat is the latest in pleated blind technology from Europe. The wide 50mm pleat provides a totally unique look and comes in a stunning range of colours and textures.

Panel Blinds Panel Blinds are becoming the ideal solution for sliding doors and windows. They allow you to slide the panels sufficiently to allow air or access whilst still providing privacy, shading and heat protection to the remainder of the glass. Choose from a huge range of Sheer, Translucent and Blockout fabrics. You can design them online to your exact specifications. Blinds on the net also offer an imported range of Custom-Made blinds that currently includes Roller, PVC Venetian and Honeycomb Blinds. With some forward planning you can have high quality blinds at very low prices. Current delivery is up to 6 weeks.

The Blinds on the Net Timber Venetian range has all options covered. 50mm Basswood in a large range of colours. 46mm and 60mm Premium Cedar in a range of standard colours

Articles

Why no WiFi? Check-in your guests to a better experience BRAD LITTLE I NETGEAR Managing Director Australia and New Zealand

Our environment is changing. We are no longer a culture of stationary individuals who live and work in the same place. Australians now exist in a nomadic work environment, where we work in multiple offices, from home, from our car and from various hotels as we go on the road for our professions. This behavioural evolution has offered the collective workforce many advantages, however it is depended on the ability to stay connected.

hether on vacation or away on business, hotel guests expect to connect, stream, watch, download, work, and play without complication and without limit. When travelling for business, access to a secure, reliable WiFi connection is crucial. Whether sending an email, printing itinerary or connecting to a videoconference, we all need to be â&#x20AC;&#x2DC;onlineâ&#x20AC;&#x2122;. It is surprising then, to look at the Australian hotel industry and notice that it is significantly lacking in facilities for its guests, both business and otherwise, and if they are readily available, these services come at a cost. We often talk of the internet being ubiquitous, and within the international hotel and hospitality industry at present, around

90% of hotels offer guests wireless internet access at no extra charge, with America (at 93%), and Europe (at 90%) leading the way. On the other hand, and on the other side of the globe, Oceania offers a little over one in two hotels (55%) with free WiFi services for their guests. In Australia specifically, only four out of the top ten hotel chains currently offer some form of free WiFi connectivity. For proprietors, this can seriously effect guest satisfaction, and can result in an otherwise pleasurable stay turning sour, and earn a negative review as a consequence. For those who travel for business, WiFi has fast become the number one priority when it comes to booking a hotel, ahead of location and included breakfast. The ability to access emails

motel owners Journal THE AUSTRALIAN

and connect with the office remotely is an absolute must, and should be as stress and hassle free as possible. The WiFi connectivity offered by some hotels can easily become the factor that ‘makes or breaks’ a guest’s overall hotel experience. Poor WiFi signal, slow download speeds and passwords that are only valid for one device just aren’t good enough in a business hotel anymore, and can be reason enough for some patron to choose another location.

however the delay in implementing such alternatives is causing patrons (as well as hotels) undue frustrations during their stay.

The introduction of an updated WiFi service for business guests is vital to improve their experience, however they are not the only users who will benefit from a more accessible wireless connection. Technology and digital innovations are no longer just the domain of corporate guests, as more and more families follow the trend, and are embracing wireless technology as a travel essential. Whether checking in on a smartphone, amusing the kids on a tablet or sending travel snaps via email, the wireless needs of travelling families are putting the pressure on hotels to place the internet within the reach of all hotel guests for a better all round experience.

Any changes to infrastructure in hotels are going to take time, and will ultimately require a period of adjustment. The benefits for the user experience and overall guest satisfaction will be motivation enough for the hotel industry over time, however there is a further advantage to adapting their current, somewhat lacking wireless services. Fast, reliable WiFi is paramount for the majority of hotel operations. Via up to date WiFi connectivity, hotel operators can shorten check-in wait times, improve turn around for food and beverage orders, make booking and preparing a conference room simpler than ever before and eliminate complexity for administration and operations.

So why is the Australian hotel market so slow to embrace free and reliable wireless access for their guests? Granted there are costs involved for a hotel to put in the necessary infrastructure to bring about change. As such, a pay structure for patrons that allows them to pay as they go is not completely unreasonable;

In a competitive market where guest satisfaction and comfort is central, the current standard of WiFi connectivity in Australian hotels is under delivering. If not adapted and updated to support the increasing demand it will be left behind the rest of the world, and potentially affect the industry’s global tourism reputation.

Alongside facilities, bandwidth issues and range are also a problem for hotels to navigate. It is vital to ensure that access points are in good locations to optimise performance and to limit interference, as signals which drop out as guests move from place to place are extremely frustrating.

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Articles

What is the Check Inn Solution?

• Run your property remotely • Sell rooms with full security • Allow Pre-booked client to pick Pre up keys/cards • Remotely manage access

Benefits

Combating rising costs in the accommodation industry

FACT: Over 50% of your bookings come in via 3rd party booking sites or your own website. Efficient:: Why sit at your desk waiting for the rest? Return of Investment: Investment The check Inn Solution pays p for itself many times over! To check out the options Call or Email Now!

Features

• 24x7 Virtual Receptionist always on duty • Simple to manage yet secure • Reliable proven technology • Remote control at anytime • Huge list of features & options

Call for more information

+61 3 9555 5444 sales@checkinn.com.au

A division of Consulting Professional Engineers Pty Ltd ABN 43 078 257315 Factory 13, 38 Christensen St, Cheltenham VIC 3192 Fax(03) 95555445 email sales@checkinn.com.au

STEVE TUSAK

The motel and accommodation industry keep getting more and more challenged with rising operating costs which include maintenance expenses, cleaning expenses and most of all staff salaries and awards. As the industry shifts heavily to reliance on 3rd party booking engines for over 50% of all bookings, new costs are being introduced as the larger players are now charging 15% commissions just for providing a client introduction.

his trend is ominous especially for the smaller players whose only hope of visibility in the cloud is to drop prices to get to the top of the booking search engines further challenging viability of accommodation businesses. There are a number of methods used by smart operators to slow this trend. The most common is to build a quality local website with local booking button and payment gateway and offers specials to drive customers to book direct. The smart guest will usually find a suitable property and will then attempt to log on to the local website to check for better deals. The Property managers will almost always keep the local web price identical to the search engine prices but may offer free late checkouts, free chocolates or breakfast packs.

type and purchase accommodation with simple to use guided touch controls. Modern kiosks will allow a choice of payment types including credit card, debit card, card and will even allow pre-authorisation and security deposits – all settable by the property manager. The room availability is kept accurate in real time through an interface to an existing property management system or by using the included property management system that is supplied with the kiosk and are directly booking engine connected. The kiosk security features include taking photos of all arrivals. For those property managers running multiple properties, the kiosks can now be set up with drivers licence capture and live monitoring of multiple properties from a single location.

The only other way to contain costs and attract clients is to increase the use of automation to minimise the need for human reception whilst improving the levels of guest features. Most guests now expect free quality internet, iPAD docking stations, premium TV’s, and 24 hour reception if not for service, then at least for access to rooms. Ready to use long life breakfast packs and mini-bars reduce the pressure on staff to be available. The use of electronic locking is also increasing as it helps eliminate the significant costs of lost keys and key handling.

Kiosks come in a number of housing options such as wall mount, floor mount or flush mount to suit the property.

The final and most important item to look at is how to minimise on site staff. Automatic check in kiosks have evolved significantly over the last few years and allow guests to book on line and enter their rooms without human intervention 24/7 using the 3rd party booking number, the local reservation number or the clients mobile number to gain access to the room. Walk in clients can also look at a selection of photos of each available room

KeySafe’s are a lower cost option to allow prebooked guests to check in and can range from a simple number-pad safe from hardware suppliers costing under $100 and having one code for all clients to more sophisticated models holding from 4 to hundreds of keys issued individually to each prebooked client. New models also include remote control options to allow dropping a key for a locked out guest or to sell a room to a late walk in guest. More sophisticated models even communicate with back office systems to allow collection of keys and recording arrivals. Early adapters of this automation are reaping significant cost, lifestyle and efficiency benefits that turn marginal businesses into profitable ones.

Don’t let your guests have the holiday from hell because of the pool!!

motel owners Journal THE AUSTRALIAN

Visitors to your hotel come to relax and enjoy the facilities, not feel like they’re risking their health in the pool. We ensure that your pools and spas are healthy and sparkling and comply with legislation to fulfill your duty of care. Our services include: • Professional problem solving and advice • Same day response and breakdown service • Service all year round, with options to suit your requirements • Reductions in pool operating cost with energy saving equipment • System improvements and water chemistry efficiencies Starting with a complementary on-site visual inspection, Poolwerx will then tailor a solution, keeping your current resources and budget in mind.

Call today on 1800 009 000

or email service@poolwerx.com.au

www.poolwerx.com.au 69

Articles NEW features make the

very good now AWESOME: Mobile WaterLink Spin®

Swimming pool safety LYN WICKS I Poolwerx

Mobile pool service technicians can now work even better with the NEW features of Mobile WaterLink Spin®.

Never before have we experienced immediate scrutiny of our services and facilities. With social media sites such as Trip Advisor, Facebook and

l Apple connectivity l Cloud-based platform l Job Scheduling

Not only do you get your poolside water testing done quickly and accurately, you now get your test results into a cloud-based platform. This means that the test results not only get into a central database, but you are also now able to get your work orders from the pool shop. And, now with Apple connectivity, you can easily work on a smartphone or tablet of your choice— Android or Apple iOS. Remember, you get to test eight different parameters of pool water quality in just 60 seconds. All done, without the hassle of crushing tables, washing test tubes, or other boring chores. A small pool sample is all you need. The laboratory-grade photometer does the rest. The upgraded DataMate Web is the new cloud-based system that does all the work. A common platform means that the shop gets all your info and keeps a history of each swimming pool you service.

Vendart Pty Ltd p 02 9450 0466 l f 02 9450 0755 www.vendart.com.au

Twitter your guests are telling everyone and anyone who will listen about their experience, both good and bad!

What are your guest’s experiences?

wimming pool safety for your hotel pools or spas is an ongoing process that must be carried out on a daily basis. Swimming pools and spa pools are very complex systems that comprises of many mechanical components and water that must be maintained. Motel pools and spa pools are deemed PUBLIC pools in every state and territory in Australia. Each state Health Department requires the pool water quality is maintained. Additionally the barriers around pools and spa pools are also a legislative requirement.

What is a public pool? A public pool is a swimming pool or spa pool where the general public is admitted either for a fee or free of charge and includes pools associated with hotels/motels and accommodation facilities.

Do all pools and spa pools have the same risk? There are different risk categories (or classes) of pools and spa pools, meaning that different water management plans are needed to remain compliant. The assessment to determine the risk category is based on the use of the pool and spa pool including numbers and age of bathers, types of chemical dosing equipment, filtration and water turnover. Since the update in 2010 to the Victorian Regulations, all public pools and spa pools are required to test the pool water at four hourly intervals regardless of risk category.

Lovibond® Water Testing Tintometer® Group

Government agencies that regulate swimming pool safety! There are several government regulatory agencies that are involved with implementing strict regulations and guidelines that ensure the health and safety of swimming pool and spa pool users. These agencies are as follows:

Electronic Pooltester Lovibond® – The Original

»» Each Australian State/Territory Department of Health, whose job is to protect human health and promote health through controlling and preventing disease.

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»» The Work Health and Safety Act. The job of these guys is to save lives, prevent injuries and protect the health of workers. »» The Australian Competition & Consumer Commission (ACCC). Their job is to protect the public from risk of serious injuries or deaths. Most of these deaths are directly related to over 15,000 types of products that come directly under their control. »» Australian Dangerous Goods Code (ADG Code). This department regulates the transportation of all hazardous materials that pose a threat to the safety of the public or to our environment during transportation, storage and segregation, handling, placarding, transfer and disposal. »» Australian Standards. Standards may be applied by governments to provide a solution to a problem and often called up into legislation by government and become mandatory. »» Local Law. This department ensures that pools in their local municipal have a permit to operate with details such as use and specifics of the management of the pool. In some states it is mandatory that public pools and spa pools be managed by a qualified pool and spa technician. Western Australia Department of Health Code of Practice for the Design, Construction, Operation, Management & Maintenance of Aquatic Facilities August 2013. New South Wales The Public Health Act, 2010/Public Health Regulation 2012/Public Swimming Pool and Spa Pool Advisory Document Queensland Health Swimming Pool and Spa Pool Water Quality and Operational Guidelines 2004 Victoria Public Health and Wellbeing Act 2008/Public Health and Wellbeing Regulations/Pool Operators Handbook

Scuba II Low cost & convenient test equipment for pool & spas Chlorine free & total • pH Cyanuric Acid • Total Alkalinity

South Australia South Australian Health Commission Code for the Inspection, Maintenance and Operation of Swimming Pools and Spa Pools 2013

water-lilly@bigpond.com waterlillyaustralia.com Tel.: +61 (2) 9798 9975

Northern Territory Department of Health Aquatic Facilities Fact Sheets Tasmania Department of Health and Human Services (DHHS) Public Health Act 1997 Recreational Water Quality Guidelines 2007

Waterlilly Australia Pty Ltd Lovibond® Product Specialists

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Why Your Hotel Needs a Dolphin?

Make you life simpler with a pool cleaning robot from Maytronics • Trust the Brand The Dolphin brand is recognised internationally as the #1 choice for robotic cleaners

• Trust the Company The pioneers of robotic pool cleaning with over 30 years experience

• Trust the Support Maytronics training and service centres in Major Centres around Australia

Please contact us for more information and a free demonstration of our cleaner.

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WAve 100

Pools Up to 25 metres

WAve 75

Pools Up to 20 metres

motel owners Journal THE AUSTRALIAN

New Zealand Recreation Association Aquatic Facilities Guidelines 2015 Area

Risk

Regulation

Pool Gates and Fences

Immersion; Drowning

State & Local Laws: Building Codes AS1926: AS2818: RTA

Unhealthy Pool Water

Diseases; Infections; Testing

Code of Practice: State Public Health Act: State Public Health Guidelines: GSPO: AS3633: WHS Act; RTA: AS2610: AS3979

Dangerous Chemicals

Delivery; Storage; Handling; Use; Disposal; Transportation

WHS Act: OH&S Act: DGSM Act: WorkCover; AS3780; AS4326: AS4332

Signage

CPR; Depth Markers; Advisory

State Laws; National Aquatic and Recreational Signage: AS2342

Plant & Equipment

Dosing; Entrapment; Maintenance; Noise; Electrical: Apparatus

State Laws: ACCC: DECCW: Electrical Safety Act: AS1926.3: AS2569

New chemicals prevent pool closure Contrary to popular belief, chlorine does not kill all germs instantly. There are germs today that are very tolerant to chlorine and were not known to cause human disease until recently. Once these germs get in the pool, it can take anywhere from minutes to days for chlorine to kill them. A recent breakthrough has been made with a new product now available for treating bacteria. It is 32 times more efficient in attacking Crypto with a CT value of only 70 minutes at 1ppm as opposed to 20 ppm of chlorine for 12.75 hours. With minimal pool closure time, no offensive chemical smell and an immediate response to suspected bacterial issues, thereâ&#x20AC;&#x2122;s nothing holding your business back!

Pool Management Action Plan Not sure if your motelâ&#x20AC;&#x2122;s pools are compliant? Start with this easy to use check list or make an appointment for a complementary review of the status of your pools and spa pools by contacting Poolwerx now.

Public Pool On-Site Checklist

Contact your local Poolwerx on 1800 009 000 or via www.poolwerx.com.au.

Product News

Product News Xceed Systems Luna 2.0 ShowerMAID is a new guest amenity system that has been carefully designed and manufactured in Austria to deliver a cost effective solution to the guest amenity market. Traditional products generally are individual soaps and shower gels which tend to leave mess in the bathroom and promote “unnatural consumption” (how many are left behind?) The new Luna 2.0 ShowerMAID System by Xceed Systems is a well-designed, modern, minimalistic dispenser which is very

easy to refill – simply click the new refill in. This unique dispenser delivers 1.5ml of spa quality gel per use which delivers exceptional cost benefits, in fact, investigated consumption over 22,500 guest nights delivers average consumption of just 2.83ml per guest night! Dispensers are also easily customised with your own logo, promote your brand to your guests – even in the bathroom! (Minimum dispenser numbers required)

A well-designed dispenser means nothing if the product isn’t also pleasant to use. The Luna 2.0 showerMAID gels are spa quality and available in three different hair and body gels and also a very pleasant hand wash. Free freight Australia wide on orders over $250.00 with discounts available for larger orders. Call Xceed Systems now on 1300 668 448 or visit www.xceedsystems.com.au

Assa Abloy ASSA ABLOY Hospitality (formely VingCard Elsafe )has been the industry leader of access control and energy management systems (EMS) for over 35 years. This name brand further strengthens our market position and enables synergies in our access solutions. Our reputation is based off continued development in access technology, understanding our clients requirements and the application of our products to excel their expectations.

they are ahead of market trends within the hospitality industries. BLE allows for encoded messages to be sent securely to the guest’s mobile device so that they may utilise their mobile phone in lieu of RFID cards to gain access to their nominated rooms. Access can be set for the duration of the guests stay and deactivated upon them checking out of the hotel.

With operational and after market support local to every state we strengthen our position with local reach supported by global and national experience.

The low energy required to transmit and receive this information is minimal and ideally suited to our battery powered wireless lock solutions. Additionally there is no pairing required so your phone can operate our locks with ease and efficiency.

We have just pioneered the first BLE (Bluetooth Low Energy) solution for access control utilising your mobile phone. The solution is currently being rolled out globally with a growing number of clients looking to ensure

For more information on our solutions and how they can assist your operation, please contact our office on 1300 796 233 or visit our website www.assaabloyhospitality.com

Solve smelly bathroom drains with Drain Mate® Having a clean and hygienic environment for guests is paramount for a successful hotel business. You can clean all you like, but it can be difficult to get rid of those bad smells coming from the bathroom floor drain and the last thing you want is the smell being what your guests remember about their stay. Smells can also be prevalent in unoccupied rooms that have remained closed for a period of time. Using harsh and nasty chemicals is a short term and costly solution. The simple, easy, cost effective and environmentally friendly solution is Drain Mate®.

How it works Drain Mate® is a one way floor drain that fits easily into your existing standard 100 mm (4 inches) floor drain. Drain Mate’s unique self-closing trap door lets waste and water

through but keeps smells, pests, noise and overflow out. Designed, invented and made in Australia, Drain Mate® has also been subjected to testing by a recognised testing laboratory for Australian Standards and has been granted Level 2 Certification and complies with approved specifications ATS 5200.040:2005. Drain Mate® is easily installed; no plumber required and attaches to your existing floor drain grate cover using one of our four supplied washers and two screws (white and chrome stamped). There is

also no need for any additives, like water, for Drain Mate® to function correctly. Drain Mate® has been installed in many hotel and motel rooms throughout Australia. It can also be fitted in commercial kitchens and in common areas of the hotel, in fact anywhere there is a 100 mm floor drain. Visit our website www.aussiedrainmate.com.au for a demonstration video, installation slide show and further information or simply contact Mark on 0400 19 38 21 to discuss how Drain Mate can solve your 100 mm floor drain problems. Available from Reece Plumbing, Samios Plumbing, Robert Fergusson Electrical & Plumbing, Area Plumbing Supplies (Griffith NSW) and direct from us via our website.

motel owners Journal THE AUSTRALIAN

Clean and inviting cereal dispensers for leisure and pleasure Paying guests, visitors and facility users rightly expect the breakfast buffet to be clean and pristine at all times. John Kiorgaard, managing director of Top Shelf Concepts, explains why. Whether you run a large hotel, or a more compact motel, making sure your clients and guests are happy with every aspect of your service and surroundings is crucial – so cleanliness has to be a top priority. Dirty food areas and inappropriate buffet equipment, dried out food with no sneeze guards, or bowls of food can also increase the risk of cross-contamination, sickness, in turn inviting negative press coverage and, in extreme circumstance, large insurance claims, or council fines. Running a business in the hospitality sector has always had its specific challenges with so many issues to consider – health and safety being one of them – managers and owners can’t hope to be experts in every single field. That’s why partnering with a trusted and knowledgeable food presentation equipment supplier, with experience in their sectors, is a good idea. We know that food areas, change from location to location with hotels and motels, from the beverage dispensing in the lobby and breakfast buffet, to boardrooms or corporate suites and lounges, for example: so food presentation has to be adaptable if it is going to be cost effective and deliver results. Health and safety implications for food service and cleaning regimes themselves should all be front of mind, as things like uncovered food and mess on the floor pose as significant risk of injury to staff, clients or guests. This is particularly relevant to hotels and motels, as members of the public are using the facilities at all times of the day and night, so interaction with food and beverage, staff is inevitable. Giving your operatives equipment that reduces these risks is therefore advisable, and todays buffet equipment offer not only better results, but also increase safety too.

FOOD FOR THOUGHT WHEN IT COMES TO BREAKFAST Breakfast buffets need to be monitored, however where these buffet solutions are used, there is minimal monitoring, and maintenance. A high priority is a sound condition, be easy to clean, and fast replenishing when necessary. There’s no doubt that food and beverage in hotels and motels has to stand up to a lot of harsh treatment, so serving and presenting food has to be regarded and thought through in order to maintain a high standard that guests and clients expect. Be it bakery cases, warming solutions, this is perfectly achievable, ensuring that your guests will always receive a warm welcome, and stay with you next time they are in town. For further information, contact: John Kiorgaard at Top Shelf Concepts +61 7 3394 2043 www.topshelfconcepts.com.au

Product News

Are you sick of bank fees? PMS Options for different property types There are a variety of Property Management Systems available on the market which continue to make managing your accommodation property easier, moving away from the more traditional book systems. UseROSS is a channel management system which includes property management options and is available to all property types in the accommodation industry.

Online booking & Channel Management In todays’ time starved world, managing your listings on multiple platforms for online bookings can be very timing consuming and on occasion overwhelming. Using an integrated system such as UseROSS provides you with one system that is capable of combining your Property Management System with your Channel Management System and Online Travel Agents. The advantages of using one system are many; reduced time spent on staff training, all your data is in the same place which makes reporting and understanding your business performance a lot simpler and in the case of UseROSS it is cloud based so you can access your system from anywhere providing more freedom to property managers. The behaviour of consumers is changing – increasing numbers of people are searching for and booking their accommodation online and making their thoughts known in review at the conclusion of their stay. This is reflected in the recent UNWTO report on online guest reviews and hotel classification systems. Making sure you are listed on all the online booking sites and managing responses to reviews is in itself a full time job unless you have a channel management system. UseROSS manages several of the

leading accommodation booking sites for you with a simple click and is consistently adding more as new sites emerge. UseROSS provides a single process for updating rates on all the sites rather than hours logging in and updating each individual site and enables you to easily monitor multiple properties and channels.

SUPPORT OPTIONS UseROSS provides support for their software everyday of the year and offers online tutorials so that you and your staff can learn at your own pace, or phone support if you prefer. UseROSS understands that each business is unique and therefore has different requirements, some may prefer self paced learning and others respond better to person to person contact.

END TO END SOLUTIONS UseROSS was initially designed to support members of the ARRA Accommodation Group with their Channel Management. It is compatible with a range of PMS including Concierge, Motel Mate, RMS, GuestPoint, ResOnline, RezBook, Satin and Starfleet. Access to the UseROSS Channel Management system is included in membership to the ARRA Accommodation Group and includes marketing support. The UseROSS system is also available to all accommodation providers at very reasonable and competitive rates. For more information on UseROSS phone +61 3 9784 4150 or email support@useross.com

Tony Sheer – General Manager

NEW PM 630 water analysis with 34 pre-calibrated pool methods, the series has now been expanded to include wireless Bluetooth® data transmission. Now, results can be quickly and easily transferred to Smartphones and Tablets. The system is further enhanced by the free Lovibond® App, AquaLX®, enabling the immediate review, process and evaluation of measured results directly on-site. Data trends can be monitored with easy-to-view graphical displays with set minimum and maximum values. Any fluctuation to expected results is immediately visible and instant action can be taken.

The new PM 630 from The Tintometer® Group introduces data management and Bluetooth® functionality to the highly proven PM 600 series of photometers. Already simplifying accurate

GPS activated, AquaLX® also recognises and saves the exact location of the photometer. Furthermore, additional personalised information, such as the name of the pool and the pool engineer can be recorded, providing a complete information record of the measurement. Records can be transferred at the touch of a button by email either as a graphic or database

record, simplifying the transfer, management and sharing of results with customers and colleagues, facilitating cooperation over long distances. AquaLX® compliments the Langelier Index App, PoolM8, which negates the need for complex calculations for Balanced Water. By simply entering the results of the parameters (pH; Total Alkalinity; Calcium Hardness; Total Dissolved Solid; Temperature.), the App automatically determines and displays the results which can then be saved to create a history and, again, shared via email. Both Lovibond® Apps are available for Android and iOS and are free to download from the respective stores. For further information on Lovibond® Products, please visit www.waterlillyaustralia.com Waterlilly Australia Pty Ltd Ph: 02 9798 9975 Email: sales@waterlillyaustralia.com

Waterlilly Australia – Home of the Lovibond® Brand in Australia

motel owners Journal THE AUSTRALIAN

I came, I saw, I toasted Self catering, on a small or large scale, is increasingly the go in the accommodation and hospitality industry. Whether it’s to heat a baby bottle or a frozen meal, toast a baguette or grill a light snack, today’s guests increasingly demand home away from home comfort and convenience. The new Nero 20L microwave oven and the Nero 10L toaster oven, from the Weatherdon Corporation, tick all the boxes when it comes to stylish looks and robust design. Importantly too, both the Nero microwave and toaster oven are easy to use, easy to clean, safe to operate and can squeeze into the smallest of spaces.

Nero 20L Microwave •C omes in stylish, hygienic white with a push open door and child safety lock • Has an easy to read digital LED display with clock • Features 11 power levels, 6 cooking menus, a defrost setting, a 99 minute timer and 700W output • I s a compact 338mm wide x 230mm high x 335mm deep with a generous 250mm turntable. The Nero Microwave is also available in larger 23L and 30L sizes.

Nero 10L Toaster Oven • Bakes, toasts, reheats • Gloss white exterior, stainless steel interior, pull down glass door • Drop down crumb tray, grill rack and food tray • F eatures user-friendly switches for 4 stage heating, a power indicator light, 30 minute timer, top and bottom heating elements, 1000W output •C ompact design: 368mm wide x 205mm high x 265mm deep with an outer power cord length of 0.75m. Now in its 40th year, Weatherdon is a family-owned and operated business that has provided the accommodation and hospitality industry with essential stylish, quality products since 1975. For more information on the Nero microwave or the Nero toaster oven please visit www.weatherdon.com.au, send an email to sales@weatherdon.com.au or call (02) 9906 2202.

OASIS has arrived! With the launch of Oasis, Swisstrade is responding to market demands for a stylish and well presented toiletries range at an attractive price point. OASIS provides a splash of colour and fun in the guest bathroom and with its green/blue colour scheme makes for a great match in both country and seaside hotels/motels. The featured animal skin patterns are a little cheeky and in line with current fashion trends.

Formulated with fresh and uplifting coconut and cocoa fragrances, Oasis is a down-right crowd pleaser. This fun loving toiletries range will meet tight budgets and please your guests – young and old alike. All products are packaged in environmentally friendly, degradable and recyclable packaging and all formulations are paraben free. For further information or samples, please contact Swisstrade Pty on tel: 02 9979 1500 or visit our website on www.swisstrade.com.au

Product News

Pool cleaning made easy thanks to The Wave 75 by Maytronics The WAVE 75 is a robust rugged addition to the Dolphin (by Maytronics) commercial family. The WAVE 75 compliments the existing range of pool robots and provides an entry level commercial cleaner for the smaller commercial pool market – including: • Swim Schools • Smaller hotels and Motels • Caravan Parks • Resorts • Hydrotherapy Pools • Hospital Pools “The Wave 75 is a fantastic addition to our family of cleaners, it really supports those smaller commercial pools that still need the heavy duty aspect of commercial cleaning but don’t quite have the budgets to buy the larger commercial range products” said Cameron McKinlay, Business Development Manager for Maytronics Australia. Maytronics operates throughout Australia and the world and is regarded as the leader in Robotic Pool Cleaner technology. “We are 100% focused on providing outstanding service, support and the right solutions for customers in the robotic pool cleaner market”, said Dan Kwaczynski, Managing Director of Maytronics Australia. Maytronics has service facilities in all major cities and local dealers that will support the Wave 75 across the market. The Wave 75 specification include: • 24 m cable • 2,3,4 hour cycle • 2 year warranty • Swivel • Fine Filtering • Combined or Wonder brush options

• Remote control • Caddy If you would like to find out more about the Wave commercial range from Maytronics why not contact us today at 1300 MYDOLPHIN or infoau@maytronics.com

motel owners Journal THE AUSTRALIAN

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