Accom Management Guide - Spring 2017 by Multimedia AU/NZ

management Changing PMS: everything you need to know

marketing Benefits of joining a recognised brand Web Trends: from mobile-first to mobile-only

profiles Retain your individuality with Golden Chain Quest Newcastle West: a warm and friendly welcome Eatons Hill Hotel: local entrepreneurs raise the industry bar

www.accomnews.com.au Issue 61 | Spring 2017 Aus $16.50 (Inc GST)

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the no.1 guide to specialist accommodation industry product & service suppliers

Best Western: a trusted brand with a global story hotels • motels • resorts • apartments • time share • holiday parks • budget • retirement

Port Douglas

Cairns MacKay Sunshine Coast

South Pacific Laundry specialises in the provision of quality linen and supplies for hospitality facilities.

Brisbane Gold Coast

Armidale

Coffs Harbour

Port Macquarie

Perth

Newcastle

Adelaide

Albury

Colac Warnambool

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.

Sydney

Geelong

Canberra Sale

Melbourne

Currently, the South Pacific Group is establishing a strong network of modern laundries across Victoria, New South Wales, Queensland, Western Australia and South Australia with plans for several more facilities up the East Coast of Australia in 2017 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.

Contact Robert Teoh National PR & 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

SPL provides: • A 365 day service to all clientele with a 24 hour turnaround • A leading edge technology in RFID to assist housekeeping and managerial staff in time reduction and efficiency • Dedicated account managers and experienced support staff who are available 7 days a week • A dedicated software design package and centralised billing system enables seamless transactions, paperless and customised 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/work wears and customised hotel room amenities.

Full Contact Information South Pacific Laundry 9-23 King William St Broadmeadows VIC 3047 P: (03) 9388 5300 *Melbourne & Albury Only F: (03) 9387 2399 E: customerservice@southpacificlaundry.com.au robert.teoh@southpacificlaundry.com.au

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L E A D I N G T H R O U G H I N N O VAT I O N

fd front desk

spring

Editor’s Note: If you’re happy and you know it, tell us your secret

management 06 11

Supply/Demand: The figures every accom manager needs to guide their business strategy Property Management Software: Changing PMS – everything you need to know

profiles 20

Eatons Hill Hotel: Local entrepreneurs raise the industry bar

Golden Chain: Retain your individuality with Golden Chain

Quest Newcastle West: A warm family welcome + the Quest experience + historic Newcastle building

what's hot 36

What's Hot: The latest trends in accommodation industry products

refurbishment 38

Bathroom Refresh: Great bathrooms are vital, valued, and important

The Accom Management Guide is distributed quarterly to accommodation industry managers and professionals throughout Australia.

www.accomnews.com.au EDITOR

Rosie Clarke r.clarke@amguide.com.au

STAFF WRITERS

PRODUCTION

Richard McGill production@amguide.com.au

ADVERTISING

Michael Piantoni Luke Graham Tim Svenson advertising@amguide.com.au

SERVICE

Gavin Bill service@amguide.com.au

CONTRIBUTORS

JP Robertson, Arvo Elias, Paul Finn and Lisa Jones.

The Accom Management Guide welcomes editorial contributions and images on relevant topics for features, news items or new products. Please email copy to editorial@resortpublishing.com.au. Images should be in high resolution (300dpi) JPEG or TIFF format. Editorial queries should be directed to the editor at (07) 5440 5322. The Accom Management Guide is distributed quarterly to

ACCOM MANAGEMENT GUIDE

Case Study – Sydney Harbour Marriott Hotel: Ramler adds finishing touches to $15m transformation

Interview: Garry Ramler talks ‘need-toknow’ FF&E elements

FF&E Tips: FF&E tips from a CEO

marketing 53

Web Trends: From mobile-first to mobile-only – 2017’s biggest web trend

Benefits of joining a recognised brand: What’s the big idea behind joining a recognised brand?

Next Hotels: Joining Next Story’s Country Comfort…

housekeeping 62

Pampering Guests: Shift luxury into a higher gear

Odour Control: How often do your guests cause a stink?

Bed Bugs: The worldwide war on bed bugs

Ask Mammy: Wily Irish Mammy versus bed bugs

hotel, motel, resort and apartment properties throughout Australia by Resort Publishing, the publishers of leading industry titles accomnews.com.au and Resort News. The views and images expressed in the Accom Management Guide do not necessarily reflect the views of the publisher. The information contained in the Accom Management Guide is intended to act as a guide only, the publisher, authors and editors expressly disclaim all liability for the results of action taken or not taken on the basis of information contained herein. We recommend professional advice is sought before making important business decisions. ADVERTISING CONDITIONS

The publisher reserves the right to refuse to publish or to republish without any explanation for such action. The publisher, it’s employees and agents will endeavour to place and reproduce advertisements as requested but takes no responsibility for omission, delay, error in transmission, production deficiency, alteration of misplacement. The advertiser must notify the publisher of any errors as soon as they appear, otherwise the publisher accepts no responsibility for republishing such advertisements. If advertising copy does not arrive by the copy deadline the publisher reserves the right to repeat existing material. DISCLAIMER

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Stupid Things: Stupid things hotels do for guests

human resources 80

Staffing: The next generation of industry professionals

technology 82

Website Tools: What is the value of a website?

food & beverage 84

Tea and Coffee: Tea? Coffee? Please… Please me!

safety & security 87

External Security: Do you scare easy? Check your cameras

preferred suppliers 90

The Preferred Supplier Directory

not slander title, does not contain anything obscene or indecent and does not infringe the Consumer Guarantees Act or other laws, regulations or statutes. Moreover, advertisers or advertising agents agree to indemnify the publisher and its’ agents against any claims, demands, proceedings, damages, costs including legal costs or other costs or expenses properly incurred, penalties, judgements, occasioned to the publisher in consequence of any breach of the above warranties. Copyright 2017 © RESORT PUBLISHING. It is an infringement of copyright to reproduce in any way all or part of this publication without the written consent of the publisher. The Accom Management Guide is proudly published by Resort Publishing a division of Multimedia Pty Ltd. ACN 126-017-454. O MM D

ION•I AT

Mandy Clarke Lauren Butler Graham Vercoe

FF&E: Esoterically and aesthetically delightful interior design

ACCO Y•

DUSTR N

front desk

2017

Office Address: Postal Address: Phone: Fax: Email:

5/53 Gateway Drive, Noosaville, Qld 4566 PO Box 1080, Noosaville BC, Qld 4566 (07) 5440 5322 (07) 5604 1680 mail@amguide.com.au

Key - For easy perusal Commercially funded supplier profile or supplier case study Supplier information or content Suppliers share their views in one-off, topical pieces General editorial. Case studies and features may cite or quote suppliers, please be aware that we have a strict ‘no commercial content’ guideline for all magazine editorial, so this is not part of any commercially funded advertorial but may be included as relevant opinion. Happy reading!

front desk fd Editor’s Note:

If you’re happy and you know it, tell us your secret EVERYBODY LIKES TO COMPLAIN. SO MUCH SO, I WROTE A FAIRLY GLIB ARTICLE THIS QUARTER THAT LISTED A FEW OF THE COMPLAINTS I’VE HEARD FROM GUESTS WHILE STAYING AT MANY DIFFERENT ACCOM PROPERTIES. IT SEEMED TO HIT A BIT OF A NERVE. I can see why: many of the complaints listed are things hotels have been doing for decades – they are hotel staples, for goodness’ sake! Free breakfasts? How can guests ever complain about a free breakfast? Well my friends, because people are complainers, and because they know it’s not really ‘free’. The real point of my article was to ask the uncomfortable question, ‘what will we have to change to innovate in this industry?’. I should mention that you can read the article for yourself in this issue. (By the way, welcome back to Accom Management Guide!) The inconvenient reality for everyone is that we now live in a world where ‘the next big thing’ is immediately boring. Everyone is looking at what what’s ‘taking off’ and nobody seems to question what people are actually taken with. There’s been so much talk about Uber, for example, about how people love the entrepreneurial element, the smaller carbon footprint, the convenience, whatever else. In reality, any time I’ve asked someone why they use Uber, they’ve just told me ‘it’s cheaper than taxis’. Millennials are broke. Now there are multiple competitors with Uber that try to have a slight

Rosie Clarke Editor, Accom Management Guide point of difference, like carpooling, but the pricing aspect is what people really seem to be ‘taken with’. I really think the same applies to our industry. Do guests actually enjoy faceless app check-ins or has that just become the trending thing everyone assumes everyone wants? The reality I’ve seen is that people only prefer these digital check-ins when the alternative is terrible service. So you could save yourself the tech installation and just make sure your front desk is serving smiles. The same concept applies to old school tradition – are you offering a free breakfast because it’s ‘a thing that hotels do’ or because guests really want it? Do all your guests actually use the free breakfast? How many turn up to the dining hall too late or miss it altogether? There’s a lot to be said for monitoring the behaviour and trends among your guests, not trending Twitter topics. Everybody likes to complain. It’s one of the most human things about humanity. We are all miserable, sometimes. Rather than feel like guests are just looking for things to complain about, it might be worth questioning why the thing they are complaining about is a thing. One man’s trash is another man’s treasure: what works for Airbnb won’t necessarily work for you. That was more of a rant than I’d expected but thank you so much for checking in with AMG this quarter! I hope you thoroughly enjoy reading your copy.

SPRING 2017

m management Supply/Demand:

The figures every accom manager needs to guide their business strategy HOW HAS MY LOCAL ACCOMMODATION MARKET CHANGED THIS YEAR AND WHERE IS IT HEADED IN THE COMING YEARS? Evidence to guide strategies is increasingly hard to come by as budget cuts have led the Australian Bureau of Statistics to pare back its tourism data collection.

VISITOR NIGHTS: 13M 3.5% INTERNATIONAL: 4M 8.9% DOMESTIC: 8M 1.0%

QLD

VISITOR NIGHTS: 146M 5.7%

VISITOR NIGHTS: 74M 4.1%

INTERNATIONAL: 59M 9.7% DOMESTIC: 87M 3.1%

INTERNATIONAL: 31M 9.3% DOMESTIC: 43M 0.6%

TOTAL

In response, AMG has pulled together a special feature compiling exclusive data on the new financial year outlook for Australia’s major tourism markets. We’ve asked the industry’s leading analysts for trend forecasts, surveyed the coming pipeline of new room supply (and competitors) and surveyed experts for advice on how your business should respond to these changes.

VISITOR NIGHTS: 631M 4.7% INTERNATIONAL VISITOR NIGHTS: 288M 8.7% DOMESTIC VISITOR NIGHTS: 343M 1.5%

INTERNATIONAL: 12M 9.0% DOMESTIC: 22M 2.7%

ACT

VIC

The amount of money overseas visitors spend on tourism will grow at a yearly rate of nearly five percent. By comparison, domestic visitors are forecast to spend less, in line with a broader tendency for consumers to save more and spend less: domestic growth is a little less than two percent a year. The big change in the nature of international visits is huge growth in the Chinese visitor market, which next year will become the biggest source of tourism expenditure.

INTERNATIONAL: 5M 12.2% DOMESTIC: 7M 3.3%

INTERNATIONAL: 74M 7.1% DOMESTIC: 66M 0.7%

TAS

VISITOR NIGHTS: 15M 3.0%

The official figures shown are rosy: last financial year tourism grew two-and-half times faster than the broader economy or at nearly 7.5 percent. TRA believes that tourism is potentially on track to become Australia’s fastest growing industry. But the data also shows tourism is going to become increasingly dependent on the overseas dollar. Spending by international visitors last year accounted for about onethird of all spending. In the next decade, that is forecast to jump to nearly 45 percent.

VISITOR NIGHTS: 12M 7%

VISITOR NIGHTS: 140M 4.0%

Back in August, Tourism Research Australia released its annual longterm forecasts on the health of the sector.

ACCOM MANAGEMENT GUIDE

INTERNATIONAL: 99M 9.0% DOMESTIC: 99M 0.9%

VISITOR NIGHTS: 34M 4.8%

The national mega-trend: a growing but changing market

NSW

VISITOR NIGHTS: 198M 4.8%

INTERNATIONAL: 5M 9.5% DOMESTIC: 11M 0.8%

By the next financial year (2018-19), fully half of all income generated from tourists will come from Asian markets, which will drive nearly twothirds of all growth. Overseas visitor market

Forecast total spending (2026-2027)

Percentage change (from 2016-17)

China

$26.2 billion

+ 168%

USA

$6.3 billion

+ 77%

New Zealand

$3.9 billion

+ 44%

But the importance of overseas visitors, while growing across the country, remains uneven. As this graphic from TRA shows: in some parts of country, overseas tourists remain just a fraction of overall visitors.

Ph: +61 2 9472 2000 sales@vintech.com.au

www.vintech.com.au

m management Supply/Demand:

New data, new insights

Perth’s occupancy to continue to fall for as many as another five years.

Keeping an eye on the big picture is essential.

Brisbane is another market that has been through a difficult period recently, due to the same problem of over-supply. But that seems to be evening out. Revenue and the average daily rate charged by operators have both contracted modestly. But there is a major silver lining: with an eight percent growth in the number of rooms sold last financial year, the city is Australia's fastest growing market. “[It's] time to get more positive about Brisbane, we think,” Mr De Whit said. But there is one measure that foreshadows some lean years ahead: the city's depressed occupancy rate of below 70 percent is the lowest of any state capital. HTR forecasts very lean growth in room charges of 1.1 percent over the next five years.

As accommodation managers can tell you, it's the year-to-year changes within a local market that make-or-break a business. AMG has been provided with exclusive analysis on how the nation’s major tourism markets have changed in the past year and where they’re heading into the future by Howarth Hotel Consultants, a global firm and forecaster for top global accommodation brands for more than a century. The results focus on two measures that most affect the health of a business: whether the market you operate in is becoming more-or-less profitable and how much new competition is expected to influence the performance of a market.

Profitability Ron De Whit, the head of the HTR's Australian practice, forecast the long-term direction of Australia’s major markets by breaking down changes in occupancy and five measures of their revenue growth. Occupancy 2017 (%)

Occupancy 2016 (%)

Average Daily Rate 2017 ($)

Average Daily Rate 2016 ($)

National Average

74.4

184.04

181.34

Adelaide

78.9

77.2

152.57

148.7

Brisbane

71.9

69.6

153.86

159.21

Cairns

82.5

81.2

144.47

133.89

ACT

76.4

72.6

172.97

162.66

Darwin

69.8

64.7

146.97

159.04 180.74

Gold Coast

70.1

71.7

182.75

Melbourne

82.3

82.9

183.96

182.99

77.2

169.97

184.37

Perth Sydney

85.9

84.6

224.51

213.2

Hobart

82.4

81.7

173.35

168.27

Here’s what that data means for major markets: Melbourne is going (slightly) backwards. Growth in the number of rooms available is outstripping the number of rooms being sold. But Mr De Whit notes that Australia's second largest city retains an 82 percent occupancy rate and average daily room rate of $182, making it the second best-performing market in the nation. Though modest, those changes in supply mean HTR’s modeling for Melbourne’s future does not paint a rosy picture of profit growth. It predicts average daily rates to grow only by 1.4 percent in each of the next five years. Perth’s accommodation market has been in a state of flux for many years, something mostly attributed to the declining “mining boom”. This year's stats show that volatility will continue. But Mr De Whit notes it's not all bad news: demand for rooms overall is growing at a healthy four percent. But occupancy, revenue and the amount charged per room have all fallen substantially. HTR attributes those sharp declines to the state, having overplayed a campaign to attract new tourism investment: “Supply growth [has gone] into orbit - with lots more to come so [we're seeing] weaker growth, in fact no growth at all!” In fact, HTR expects

ACCOM MANAGEMENT GUIDE

That growth in rooms sold each year puts Brisbane only slightly behind another recently volatile tourism market: Darwin, which runs a very close second to Brisbane on that measure. HTR argues the city has adjusted from a heavy reliance on the mining dollar and developed (a less profitable) leisure tourism as fewer corporate visitors come to town on mining business. Those adjustments explain declining room revenues but ultimately, Mr De Whit sees a city with a market that is “recovering nicely”. In Sydney, the crown jewel of Australian tourism, the news is even better. Off an already high-base of profitability, the city is going to continue to see more people looking for rooms than there are new rooms built. “Occupancy is expected to remain high, driving strong [average daily room rate growth of 5.3 percent on average per year,” Mr De Whit said. Working with the same data leading forecaster, Deloitte Access Economics also provided AMG with a report on how the regions are performing. The consultants homed in on what it considers the most important measure of market performance: how much operators charge per room. They highlighted three high-performing markets (alongside Sydney) that are often overlooked in yearly forecasts: Tropical North Queensland, the Gold Coast and the nation's capital Canberra. The average daily rate tourists were charged for a night of accommodation in Canberra was up six percent and beaten only by Cairns where growth was nearly eight percent. “[Tropical North Queensland and Gold Coast are forecast to lead the key markets in terms of [revenue per room] growth over the medium term,” the company's industry outlook for 2017, released in late August found. “But relative to previous [earlier forecasts], the largest movers in expected performance are Melbourne and Hobart, which have softened considerably on the back of greater expected supply.”

The supply pipeline Deloitte emphasised that the major determining factor of how well a market is going to perform in the profitability stakes is supply and demand. They concluded that nationally, Australia’s accommodation sector is facing a supply gap. Put simply, more rooms are expected to be built each year (3.2 percent) than tourists are coming (2.8 percent). The company noted that the impact of the supply gap will weigh more heavily on some parts of the country than others.

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m management Supply/Demand:

Deloitte tourism expert Bryon Merzeo said: “National performance [has been] weighed down by weaker growth in Melbourne, Perth, Darwin and Brisbane. Melbourne is working to absorb recent additions in supply in the market, while Perth, Darwin and Brisbane are contending with additional supply and softer demand conditions due to exposure to the mining sector.”

Rising supply and its effect on your business Mr De Whit agrees that the gap between supply and demand is going to be the major factor shaping the future of Australian tourism businesses. In the past financial year, about 4000 new rooms came online across Australia's major markets, including the following net gains in room numbers across major markets… Occupancy Sydney

+ 1500

Melbourne

+ 1023

Perth

+ 1272

Brisbane

+ 538

Adelaide

+ 103

Hobart

+ 114

Gold Coast

+ 80

But that’s comparatively nothing compared to what's coming. About 14,000 new rooms are under construction across the country at the moment: nearly half of them are expected to open in the coming financial year. “[Next financial year] is looking like a bumper,” Mr De Whit said. Most of the new additions in the next year are coming across four major markets, according to the forecasts. Sydney

+ 2000

Perth

+ 1480

Melbourne

+ 1400

Brisbane

+ 1150

What does all this mean for your market? Obviously, more competition. But how much that impacts your bottomline depends upon whether there will be enough visitors to soak up that extra supply. “It’s not difficult to see that the hotel markets expected to remain under significant downward pressure in terms of occupancy (and therefore imminently also in [per-room profitability) are the relatively smaller markets of Perth and, to some degree, Brisbane,” Mr De Whit said. “Sydney could take double the amount [of rooms], and it would probably have minimal effect on market-wide performance, given the larger size of its market. Melbourne is expected to be able to calmly absorb its anticipated steady increases.”

We’ve asked the industry’s leading analysts for trend forecasts, surveyed the coming pipeline of new room supply (and competitors) and surveyed experts for advice on how your business should respond to these changes dependent on growing international visitors then it's time to position yourself for the change. “Strong growth in international visitors from China, India and Japan will continue to drive demand in Australia’s accommodation sectors,” said Dr Rob Hallak, a senior lecturer in management at the University of South Australia Business School. “However, businesses will require a sound understanding of the travel behaviours, idiosyncrasies and elasticities of these [kinds of visitors]”. That can mean anything from advertisements in emerging markets, to translating your website, to training or hiring bi-lingual staff. Accor Hotels has overhauled many of its Sydney properties to better appeal to Chinese tourists, with minor changes ranging from replacing Toblerones in the mini-bar with instant noodles and beef jerky to accounting for cultural sensitivities such as not booking Chinese tourists into the room number four (eight is considered much more auspicious in many Chinese cultures). Look carefully at market supply and position your business to anticipate them How has the market around you has changed over the past year? And, more importantly, how much change is in the pipeline? Is it likely to be flooded with new competition, with room additions growing faster than visitor numbers? Or are you in the more enviable position of having more tourists than rooms coming to town? Operators facing tough conditions are going to have to compete harder to fill rooms, which could mean a review of pricing; or, alternatively, keep costs down in expectation of some leaner years ahead while the market levels out. But it could also mean changing the very nature of your business. More than half of all the rooms coming online over the next three years across Australia, HTR forecasts, will be at the upper end of the market, in the four to 4.5-star category. Five-star rooms will account for half of the new projected additions in Brisbane, more than 40 percent in Sydney and Perth and about one-third of the new rooms in Perth. Most of the market is aiming to capitalise on an influx of wealthy tourists. But, as recent over-supply in major capitals shows, investors don’t get it right.

Ride the international wave, if it's coming to you.

As Mr De Whit notes: “Given the rise and rise of emerging tourist markets including from China, it may well prove to be the case that the lower quality end of the market will be the most sought-after opportunity before too long.” ■

If you're operating in a market that is expected to be especially

By JP Robertson, Industry Reporter

How to anticipate these changes

ACCOM MANAGEMENT GUIDE

management m Property Management Software:

Changing PMS: everything you need to know WITH 84.1 PERCENT OF AUSTRALIAN ACCOMMODATION ESTABLISHMENTS USING PROPERTY MANAGEMENT SYSTEMS AS PART OF THEIR BUSINESS OPERATION IN 2015-6, ACCORDING TO DATA COLLECTED BY AUSTRALIAN BUREAU OF STATISTICS, MANY OF YOU ARE BOUND TO BE THINKING ABOUT SWITCHING IT UP. A lot can happen in a couple of years, particularly when it comes to technology. Heck, 2015 was before Apple decided to remove headphone jacks from iPhones, before the exploding Samsung Galaxy Note 7 had its moment in the sun, before Facebook Live existed and before wireless charging was a thing. This just goes to show how quickly our tech-centred world progresses. According to that data-set from ABS, Queensland scored the highest percentage of accommodation establishments using property management systems of any Australian state at 89.6 percent, aside from ACT (93.9 percent). New South Wales marked an even 82 percent, while Victoria came in at 82.6 percent. There are a myriad of reasons why managers and owner-operators look at changing their PMS. The main one is, of course, the need to keep up with advancing technology. In Australia, a lot of this has come down to internet access and bandwidth capability; as NBN finally starts connecting more regional areas, more and more managers are deciding the time is right to upgrade their tech capabilities, starting with their back-end and PMS. Having the right PMS onsite is the first step to creating a fully functional tech space for guests, which is the endgame for most managers. I spoke to a property manager at a recent accommodation industry event about what is most important to them when it comes to PMS. I was expecting an answer along the lines of ‘cost-effectiveness’ but actually, they told me that the most important thing for them was ease-of-use. They wanted an interface that they could interact with as easily as they interact with their smartphone. What intrigued me about that comment was the idea that, all of a sudden, smartphones have become the benchmark for ease-of-use. It makes sense though: a toddler is able to pick up a tablet and learn to use it within minutes. This is the ‘intuitive’ type of interface that separates the good apps from the bad, and it’s what 2017-standard software is built on. If you’re having to Google instructions every few days because of a glitch, or find yourself getting lost in the system that’s supposed to keep your daily operations in order; it’s time for a change.

The great data migration A few years ago, ‘big data’ was all anyone could talk about. Everyone had huge ideas for what could be done with the reams and reams of data we all suddenly had at our fingertips. Then everyone seemed to realise that harnessing reams and reams of data is actually quite time-consuming and the chatter died down. Now, the technology has finally caught up enough that you can harness guest data in very helpful ways through your PMS and compatible third-party software. Lots of this, if not all, will even be automated; packaged for you in easy-to-read, actionable reports. This is why it’s so important to make sure that whenever you change

PMS, you’ll be able to shift all the data you currently have logged, over to the new system. You’ll also want to make sure that the new system will let you migrate data in the future, otherwise you might find yourself stuck. Data is far too valuable to lose, so make sure you talk this one through with various providers before making a decision.

Hosting onsite or cloud? This is something that Australian accommodation providers must consider especially, given the vastly uneven quality of accessible internet from region to region. Now that NBN is beginning to reach more remote locales, the issue is perhaps less intense; however, the quality of NBN will also vary region to region so there are still pros and cons to discuss. Cloud-based systems require a good internet service and offer great ease-of-use, with data managed and stored externally but accessible from any number of devices, usually with a clean and enjoyable interface. They tend to be fast and have a lower initial investment. The main drawback comes down to data security, as it will always be a risk to store all your data externally. Hacking is a very real threat and in recent years, hackers have targeted the accommodation sector. Another drawback might occur if the external servers are located very remotely; there might be lags. Both of these are things that can easily be discussed with different providers, who will be able to answer any questions you might prepare. It’s always a good idea to ask about data security. With onsite hosting, security is heightened and internal operations are not reliant on an internet connection, although many of these systems can be integrated with online features. The drawbacks with onsite hosting mainly come down to the much larger maintenance responsibilities, energy consumption and higher purchase cost. Combined systems that act like hybrid solutions are also available at different price-points. AMG contacted a variety of expert suppliers to share their thoughts and recommendations. Check out each spotlight to get an even better sense of your PMS options. By Rosie Clarke, Editor SPRING 2017

m management Property Management Software:

PMS package options Property management systems can be split into three main types: there’s the tiered model, pay-per-room, and the onetime licence. They each have their pros and cons and differ slightly in price. Pay-per-room is a traditionally popular choice for accommodation providers looking to install some new software. It generally has a one-off installation fee and after that, the cost is monthly and usually generated based on the number of rooms in the property and/or the number of users who will need to be trained to access the system. While this sounds fairly reasonable, it can quickly add up if you have lots of rooms. However, discounts are usually available for very large properties. Things get far more expensive when combined with a tiered model that brings in extra features and customised benefits. Here, prices jump up per room per month: a larger investment but with visible returns. The tiered model is a type of PMS structure that can tie into the pay-per-room model. It usually targets a range of rooms rather than a specific number. Subscription-based, this is a middle-ground option bridging the gap between pay-per-room and a one-time licence fee. The various tiers add a plethora of different functions and winning features like bonus storage and other data capabilities. The higher the tier, the higher the price. There are also cloud options available with this model, which lessens the expense. A monthly subscription generally shapes up to around three-times the previous pay-per-room model price and also has a one-time installation and training fee. A more generic subscription, eliminating cloud-based solutions will be cheaper but again depends on how many rooms are catered

to. Prices with the tier model fluctuate so widely due to added functions and rooms that sample costs are hard to pin down. It really depends on what your specific property needs are, so it might be worth getting a few quotes from companies offering the different models. One-time licences have no long-term commitment or subscription cost. Providers simply pay a one-off fee to install and use the software and that is it. However, the initial fee will be much higher, depending on the company and type of offering. The benefit to this model is obviously that it’s a one-time payment, so depending on how long you plan to keep it, this could work out cheapest in the long run. There are also usually no contracts involved. However, the downside to this model is that there might be restrictions or extra fees in the fine print so it is important to do your research.

Kylie Keane, SIHOT Does the manager employ an IT team member or outside company to maintain computer hardware? If so, then onsite hosting might be the best option. If not, cloud hosting might be the most cost-effective option; let the vendor do all the worrying about air conditioning, window updates and virus scanning. There are pros and cons for both sides. For example: you are in middle of outback Australia and you don’t have access to computer hardware or an IT company; in this case, cloud hosting might be the best option but the con would be that if the internet goes down, you have no PMS until it comes back on. If your hard drive dies and you don’t have a computer hardware store or IT company nearby, you could be down for days or weeks. Both definitely have their place, if the internet is stable and you have great uptime; cloud hosting takes the upfront expense away from purchasing hardware. If your internet is up-and-down, I think the outlay and reliability to have onsite hosting is the way to go.

Price concerns? Where it relates to pricing, managers should look out for options that best suit their budget needs now and into the future. Also, look out for rental terms whether you’re renting by the month, year, or by three-year contract, so that budgeting can take place. Check if the rental options include free software updates and enhancements, one-off software license and also check what monthly maintenance support fees are involved. Renting allows you to budget and also get the software you need without a massive outlay.

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Expert view Issues to consider when migrating data The biggest thing to consider is data cleansing prior to migrating. We have clients that want to bring over five years’ worth of booking history only to find out that half of it is stale or not updated. Other issues will include the inability to extract data from existing systems. As with anything, the more functionality desired, the more support is required. But do you need 24-hour support or just business hours support? These are the questions that managers really need to ask. If the system is down then you want to get it back up and running as fast as possible and won’t want to wait until 9am on Monday. You also don’t want to be paying for something you will never use. I would recommend starting on business hours and if things change, you should always be able to upgrade a level. In terms of trust accounting, we recommend that you check the system daily. Our best tip is to test, test and test. Some third-parties don’t have test environments and say, ‘it works, just plug her in’, in a trust environment this is never a good idea; you would really want to see test cases and be able to run things up in a test environment to verify how everything works. Check with PMS providers that the product has been certified before signing on the dotted line.

the software for your hotel Switching PMS Software can seem like a daunting task but it is easier than you think. SIHOT has over 30 years’ experience in assisting our customers in making the transition. Providing cutover tools and import sheets to assist with Data Migration and balancing. Our expert team specialise in trust accounting transitions. SIHOT prides itself on assisting property managers with a variety of Support & Backup options to meet individual business requirements. We offer support options from “pay as you use“, to standard business hours, to full 24 hour every day. SIHOT Pricing Structures allows our customers to pay for only what they need offering modular based software that can be customised to each individual property‘s requirements. SIHOT offers 3 pricing options - purchase outright, rental options, and software as a service. Contact our sales team for a quote today on 07 5634 9527. SIHOT Trust Accounting offers the latest regulation requirements for each state with easy to use functions to assist with owner, guest, and auditor queries. With automatic daily checks that alert management if 3 way is not in balance. Our expert in-house team have over 20 years trust accounting experience. SIHOT offers Third Party Integration with a wide variety of vendors to assist with increasing your revenue or link to SIHOT booking engine for commission free reservations.

PRICING FROM AS LITTLE AS $140 PER MONTH*

+ PLUS •

Guest App to allow pre check in and account balance check

•

Kiosk integration

•

Bed Management ideal for Hostels or backpackers

•

Comprehensive Conference & Banquet Module

•

SMS functionality

•

Headquarter or CRS module

*Pricing based on standard PMS 30 rooms rental only option based on 4 year contract.

SIHOT Asia Pacific 170 Scarborough Street, Southport, QLD 4215 07 5634 9527 management-au@sihot.com

www.sihot.com

m management Property Management Software:

Gerry Comninos, RMS

Expert view

The cloud: pros and cons While the debate will probably rage for a while longer, and there will undoubtedly always be some justification for self-hosted solutions, the reality is that we all access the cloud, all day every day. The cloud is now part of everyday life - to be honest, many of us would be lost without it - and in our opinion, from a business and property management perspective, the benefits of being on the cloud far outweigh the negatives. In the busy, information and data-rich world that we live in where guests (and potential guests) have a multitude of property options, they expect you to be able to react to their requests, needs and wants instantaneously. If you can’t or won’t, you can be certain that your competitors are. Being on the cloud means that not only do you have the very latest functionality available to you, but you can access your business 24/7 from any device. You have the ability to influence your guest and potential guests. Moving to the cloud provides an excellent way to reduce the total cost of ownership (servers, other hardware, technology consultants and support staff) of your hospitality technology and is a smart choice for almost every property these days. The only reason we would advocate continuing with a self-hosted solution is to overcome internet connectivity deficiencies and risks. Even in this area, alternative connectivity solutions are popping up all the time. Changing PMS is no doubt a major decision. Not only does it take emotional energy and significant internal resources but the PMS is the heartbeat of the property – ultimately, guest satisfaction, experience and your distribution strategy are all controlled from this central hub. Get this wrong and it can cost you a lot of money! While there are a myriad of important factors to consider when changing PMS, the two most important factors are whether the proposed new solution supports your growth (a good PMS should control and automate many key processes within a hotel, ideally reducing time-consuming tasks and inefficiencies within your operation) and whether you can trust your new PMS supplier (i.e. what is their track record of success). The most significant benefits to having the right PMS, include improved guest satisfaction and quality of guest experience, streamlined hotel operations and reduced costs, increased hotel occupancy, revenue and profitability and improved performance reporting and business intelligence.

Pricing Pricing structures vary widely across the hospitality industry and suppliers, but the cheapest option is not always, in fact seldom is, the best option. Like most other things in life, you get what you pay for. The large disparity in cost (and perhaps a better way to look at it, is relative value and benefit that you receive from making the correct decision) between systems comes down to: •

The degree of product sophistication (functionality can range from ACCOM MANAGEMENT GUIDE

simple to complex); •

The level of customer support (the quality of, and availability and access to day-to-day operational and product assistance);

•

Continual development investment (innovative providers invest in the future to develop new features);

•

Integrations to third-party systems (while the PMS is the heart of the property it can’t operate in isolation); and,

•

The level of compliance hosting security (true cloud service providers use global reputable hosting solutions, which secure data adequately).

Further to the above, online distribution and integration to revenue management and loyalty system are vitally important parts of revenue generation. Once again, pricing structures in-line with depth of functionality and degree of connectivity vary markedly across the industry. Some pricing structures are based on the number of rooms, others on number of users, and some include (or are charged) as an optional extra for distribution, additional modules and features and integration. Some are subscription (month-to-month) and others an outright purchase. Some charge additionally for support, others don’t. What is most important, is to determine the overall cost (less the business improvement benefits and cost savings) of the solution and assess this relative to the functionality and benefits that you derive from the technology solution.

m management Property Management Software:

Robert Garde, Starfleet Business Solutions

Expert view

Basically these are the options when it comes to onsite hosting versus cloud hosting: 1.

Software installed onsite and supplied/supported by a PMS vendor. With this option, the property is responsible for computer equipment onsite and backup of data.

Software in the cloud supplied/supported by a PMS vendor. Here, the property is still responsible for computer equipment onsite; a good internet connection is required and the cloud service quality is dependent on the PMS provider.

Watch out for vendors claiming that mobile data connection is not internet data and better. It's actually exactly the same. 1.

Software in the cloud managed by the property (or their IT person), which is supported by the PMS vendor.

Here, the property is still responsible for computer equipment onsite.

Pricing suggestions

Depending on the cloud provider; excellent performance. We would recommend Amazon (AWS) or Google (GCC). Excellent performance for cost.

Managers need to be aware of exactly what are they getting for the price (so they need to check this). How good is the product and how well is it supported? If things go pear shaped, is the data available for migration to another system? All PMS systems are different, so what can be transferred and at what cost? The bigger the property the bigger the support bill (unless, of course, the owners only care about using the cheapest PMS).

•

Mixture of data onsite, with it being synchronised to the cloud and available onsite or cloud. Again, here the property is still responsible for computer equipment onsite and a good internet connection is required.

The main concern would be how long it takes to make sure data onsite and in the cloud is synchronised.

When it comes to third-party integration for things like revenue, yield, payments, etc., make sure whatever system you choose is compatible and watch the cost versus the benefits.

Gerry Comninos, RMS Migrating data When changing PMS it is important that you migrate as much historical guest data as possible – it is, after all, your hard earned IP and (if used correctly) a future stream of revenue and profit. While migrating legacy data can be hard, the reality is that the migration of data from one PMS to another is happening many times a day with no downtime and great accuracy. A carefully planned migration strategy with a provider that you trust and one with a solid track record, will ensure continuity of operations and transfer of data.

Support Hospitality is a 24/7 industry and therefore it is important for hospitality providers to have access to many forms of support. In the traditional sense, support means ‘calling a support team’ and while this remains important (and truly global operators can offer 24/7 access to their support teams for critical system issues), other important considerations around the greater support environment include access to an up-to-date knowledge base, proactive learning management systems, customer engagement (i.e. webinar programs, central group masterclasses, etc.,) activities, and ongoing training programs.

Third-party integration Simply put, your PMS should be able to integrate seamlessly with other

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Expert view systems that you’ll need to run your property. Integrations, in general, are extremely complex and change over time as third-party providers change their product and code. A PMS provider with a solid track record of delivering and supporting (both from a day-to-day operational perspective and a technical perspective) will provide you with confidence that it can deliver future new integrations and maintain ongoing connectivity to your third-party providers.

Trust accounting Trust accounting is an extremely complex compliance environment, which varies significantly state-to-state. While PMS providers provide software, it is ultimately the operator’s responsibility to ensure that they are fully complaint. While trust accounting is a specialised area and does not apply to all property owners and operators, the considerations in respect of choosing the right PMS are not significantly different to many of the key considerations highlighted in this article. The credibility (or degree of trust) that the PMS provider brings to this key area of your business is vitally important. In all likelihood, a PMS provider with major corporate entities (that employ internal resources and external advisors to ensure that they are compliant) as customers using trust accounting module, will not only be abreast of compliance issues and changes, but have a support team that you can rely on.

Providing fully featured value for money Front Office software to Motels, Hotels, Resorts and Backpackers for over 30 years in 10 countries including Australia and New Zealand.

Used by properties from under 10 rooms to over 200 rooms and backpackers to over 750 beds.

H C T I SW VE! & SA

Easy to use, competitively priced with lots of options such as select your own Channel Manager, Booking Button and more... including Point of Sale! Starfleet Business Solutions | www.starfleet-software.com.au phone 03 9428 4333 | email: sales@starfleet-software.com.au

m management Property Management Software: Simon Casey, Seekom Because your property management system is a mission-critical system, it is vitally important that you do your homework before embarking on the complex process of changing your provider. Here are the most important factors you need to consider:

Cloud versus onsite Most property management systems are now moving to cloud hosting. This brings significant benefits, including: •

Access from anywhere there is internet connectivity; you are not restricted to your place of work.

•

No expensive computer hardware to purchase.

•

No capital outlay on PMS software.

•

No backups or restoring of backup data.

•

Quickest recovery from a computer failure.

•

Your provider can better assist you with support as they can log in as you to view problems directly.

•

Upgrades are automatic; no software to load. The upgrade is there next time you log in. This also means that you are always on the latest version.

Note that a cloud solution is not recommended if you have a slow or unreliable internet service.

Pricing Most PMS providers do not charge a purchase price but offer a monthly lease, based on the number of rooms you have. There can be additional

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charges for advanced functionality that is not considered a core function. This type of pricing has the advantage that you have a known fixed cost each month. It also has the advantage that as the number of bookings increases, the cost per booking decreases. Another option is the transactional or commission model. Here, a provider will charge either a fixed charge per booking or a commission charge on the value of the booking. The advantage of this model is that you can build this into your room rates like you would do for an online travel agent. In effect, your customer is then paying for your booking system. Many providers may also charge a minimum fee to cover very low booking volumes.

Data migration Your current PMS will not only have your forward bookings but a significant amount of historical bookings. You will want your bookings migrated across but this depends not only on the new PMS being able to import the bookings but your current PMS being able to export booking data. When considering moving to a new PMS, you should ask the following: • • • • •

Can forward bookings be migrated? Can historical bookings be migrated? If so, how many years? Can customer, company and agent data be migrated? What are the costs of data migration? Are there any compromises (e.g. how are group bookings handled)?

If data migration cannot be done easily, you should be able to keep your old PMS running to access historical information if it is resident on your own computer.

management m Expert view Support Support costs are normally built into your monthly lease or commission charge. However, this might only cover support during business hours. Check the support terms and conditions as to whether there are charges and/or options for after-hours support. Some providers offer different support plans (e.g. priority support) but this will likely cost more. The main advantage of support provided by a cloud hosted system is that your supplier can easily access your system. Most now provide support and training either on a one-to-one or one-to-many via a webinar.

Functionality Look carefully at the functionality offered by the new provider. Does it match the functionality of your current system? For example: interfaces to accounting systems, CRM, POS, etc. You may be very impressed by new functionality but you don't want to lose any existing functionality that you assume is going to be there in the new system. Your new PMS should also have clear features and benefits over your existing provider, or why change? Your new system should be rich in automation, reducing your workload.

Third-party reconciliation For apartment managers that make bookings on behalf apartment owners, check that reconciliation is available. Reconciliation will not only include management fees but will also record expenses such as maintenance, insurance, fittings, etc.

Booking engine A new PMS should have its own booking engine that you can have

incorporated into your website. If not, you will probably need to use the booking engine of your channel manager. Check whether there are extra charges associated with this as some charge transaction fees or commission on top of their lease charges.

Online travel agent integration Most PMS providers do not offer their own integrated channel management but do provide an interface to popular third-party channel managers. Those that offer integrated solutions usually have a price and performance advantage. One significant advantage of an integrated solution is that no blame game can occur when an overbooking happens. The integrated solution provider takes full responsibility, whereas the separate channel manager provider may blame the PMS provider or vice-versa. This failure to own the problem can cause significant grief to the property owner.

Client references Ask for contact details of existing clients you can contact as a reference. Ask them why they made the change; how they found the changeover process; and, what they like and dislike about the PMS provider you are considering.

Summary So there are plenty of things to look out for when considering a change to your PMS provider. You will not want to change again any time soon so do your homework thoroughly. Check also that your new provider has a proven commitment to ongoing development and innovation. Otherwise, you will quickly fall behind and need to change your PMS provider yet again.

SPRING 2017

p profiles

Eatons Hill Hotel:

Local entrepreneurs raise the industry bar THE LOCAL OWNERS OF BRISBANE’S EATONS HILL HOTEL (A HALL OF FAME INDUCTEE FOR BEST ENTERTAINMENT VENUE IN AUSTRALIA) HAVE DEVELOPED STUNNING NEW ACCOMMODATION. Now open, the contemporary Eatons Hill Hotel is setting fresh goals not just for Australian accommodation standards but for giving guests the time of their lives as well! This is a premier entertainment venue that’s home to more than 12 function spaces and plenty of visiting performers, including international artists and DJs. Since opening in 2011, the venue is responsible for drawing world-renowned acts to the region, sell-out shows and fun annual events like the Rodeo, Beer Festival, and the New Year’s Day Foam Party.

Murray admitted to looking after very important guests, like the Queen of England and John Travolta

How it all began… The Comiskey family first saw the site where Eatons Hill Hotel now stands, and was immediately drawn to a beautiful, towering 150-year-old fig tree and its giant canopy. When designing the venue, KP architects worked with the Comiskey family to showcase, respect and safeguard the spectacular tree. Moreover, the giant fig is now the primary element in the venue’s design, providing shade and bringing joy to diners and future generations. The newly opened hotel is designed to meet the accommodation needs of visitors to the popular entertainment venue as well as the busy local business centre. Eatons Hill Hotel follows its owner’s passion, design

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ethos and respect for the environment; creating a seamless transition between outdoor and indoor spaces. Owner Rob Comiskey, told us: “The hotel works with and compliments the landscape, bringing the greenery of Eatons Hill inside.” The architecturally designed hotel features outstanding contemporary elements; combining edgy and raw with splashes of colour and oodles of luxury. Floor-to-ceiling glass windows frame the outdoor greenery: brilliantly contrasted by the exquisite foyer chandelier and luxurious showstoppers, such as the bronze inspired elevators and beautiful granite stone floors.

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Rob proudly stated: “Our luxurious hotel stands out; there is no other accommodation like it in sight. Its features and capabilities are a unique offering in the Northern suburbs of Brisbane.” We asked Murray Rowbotham, the hotel’s general manager to name hotel's best design feature and talk about the inspiration behind the design. He said: “We used artwork throughout the hotel designed by one of Australia’s leading contemporary artists, Andrew O’Brien. Andrew is known for his abstract works, which are strongly coloured and rich in texture. His body of work is ephemeral, beautiful, and driven from the landscape. Andrew has completed work for the Danish royal family, and appeared in Belle magazine, Real Living and has been featured on Channel Nine’s The Block over two seasons.” Appointed as the hotel’s general manager in April 2017, Murray ‘s brief was to prepare and plan the opening of the hotel accommodation.

As an industry expert with more than 25 years’ experience managing and opening top hotels, including the iconic Gambaro Hotel in Brisbane, Murray shared: “I completed the entire pre-opening phase of Gambaro Hotel, which at the time was the first luxury hotel to open in Brisbane in seven years, successfully delivering a team and product to produce industry award winning standards.” With many stories to tell, from his long history in some of the most well-respected hotels in Brisbane, Murray admitted to looking after very important guests, like the Queen of England and John Travolta.

Congratulations to Murray and the team on the exciting opening of the Eatons Hill Hotel and Accommodation CMS Hospitality/GuestCentrix are delighted to have been involved in this project from the outset. It is terrific to see your vision come to fruition once again and to be part of this exciting journey. Best wishes from all of us. Brian Manning, Managing Director of CMS Hospitality/GuestCentrix www.cmshospitality.com

SPRING 2017

p profiles Eatons Hill Hotel:

He was also accepted into the international concierge community of Les Clef’s d’Or that recognises the experience and service standards of a concierge in luxury hotels worldwide. With such a sterling career and trademark stand-out professionalism, attention to detail and go-getter attitude, Murray was the obvious choice for the Comiskey family when hiring for the key position.

ability to connect with guests and provide consistent service on a daily basis that sets good hotels apart from great hotels. I believe in getting back to basics: it’s all about ‘smile – attitude – product knowledge’.”

We asked Murray to elaborate on the most important elements to focus on before a public opening.

After years of designing, planning and months of construction; the team welcomed their very first guests and their first wave of online reviews:

“To tend, in great detail, to the training of staff to ensure consistency of service from day one. We want to enhance the experience of our guests and believe that that comes down to professional and quality service from the first day of operation to our last.”

A TripAdvisor user stated: “Eat, stay, play. What a fantastic new accommodation facility. The rooms were very well appointed, and the staff could not be more helpful. The breakfast is a must and make sure to book a table at the restaurant as it can get full. Can’t wait to come back. Thanks again for the enjoyable stay.”

His belief is that the hotel, while very impressive, cannot alone give guest the most positive stay imaginable; only the staff team can do that. “Most hotels are beautiful and unique in their own way. It’s the staff’s

Another high priority was ensuring that the IT system interface was operating as required and that the presentation of the product remained immaculate.

Another TripAdvisor user wrote: “Awesome new hotel. Excellent new hotel, quality and style way higher than expected. Foyer and rooms were high quality. Service was perfect. Would highly recommend. If you like food and live music, the pub was awesome. I will be back.” We asked Murray what he was most excited about and what the reaction to the new hotel has been like from the inside. “We are most excited about the potential of our product in an area that needs accommodation. The reaction has been overwhelming positive: we have been engaging everyone on Facebook and other social media channels, informing them of what the progress has been and what to expect once we open the doors. We feel the community will be pleasantly surprised at just how unique and sophisticated the hotel is from the architecturally designed angular exterior, to the quality furnishings and luxurious feel of the interior.”

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It is exciting to introduce this fantastic new accommodation provider and welcome the owners into the accommodation industry. This is a venue that brings joy and fun to North Brisbane and it is always a pleasure to see local entrepreneurs stepping away from their norm and using their flair to create such a unique establishment; one that celebrates local talent, food, and its environment to attract both visitors and jobs to SE Queensland. The hotel presents modern, relaxing and spacious king rooms, king deluxe, corner suites and penthouse suites that are luxurious yet restrained to balance convenience with comfort. The interior design uses dark finishes and edgy raw concrete textures, offset by elegant brass detailing to provide a gorgeous aesthetic and interesting artworks. Murray added: “We are excited for you to come along and visit so that we can meet you and show you the extent of what we are offering!” By Mandy Clarke, Industry Reporter

Eatons Hill Hotel use Sunfresh Linen SUNFRESH’S MAIN PURPOSE IS TO PROVIDE COMMERCIAL LINEN HIRE SERVICE AND PRODUCTS TO HOTELS AND RESTAURANTS WITHIN THE HOSPITALITY INDUSTRY. They supply hire products, including sheets, towels, table linen, uniforms, and kitchen linens to Eatons Hill Hotel. Vanessa Rudzinski, from Sunfresh Linen, told us: “There are several benefits to utilising our service: consistency in product and quality with all linen and with our buying power we can provide the stock levels when required and speciality products for unique occasions.” Sunfresh has a dedicated team that is committed to assisting customers with their business, according to Vanessa. She said: “Hotel costs are not tied up in linen stock, easing company cash flow, we provide efficient key personnel and labour without the added cost or hassle of staff training and because Sunfresh uses its own operating plant there is also reduced in-house processing and maintenance costs.” She added: “Hotels are looking for a point of difference, focusing on first impressions, with details such as linen branding, fabric content, including the overall look, feel and comfort. Along with being environmentally and eco-friendly in the linen washing processes Sunfresh aids in achieving all of this.”

SPRING 2017

p profiles Eatons Hill Hotel:

Eatons Hill Hotel install ASSA ABLOY security systems WHY? BECAUSE THEY ARE THE “NEXT GENERATION ELECTRONIC LOCKING SOLUTIONS THAT PROVIDES THE ULTIMATE IN SECURITY AND MINIMALISTIC DESIGN”, MICHAEL BENIKOS FROM ASSA ABLOY HOSPITALITY TOLD AMG. “VingCard Allure is a highly innovative electronic locking solution with a unique, flexible design and more features than ever before. Allure’s sleek, modern signage panel controls the locking mechanism and offers a range of features that have been tailored to the hotel’s unique design needs.” According to Michael, they also installed the energy efficient Orion Energy Management system that operates on feedback from: door switches, PIR sensors and controllers installed in the guest rooms. Furthermore, the Zenith by Elsafe in-room electronic safes were provided to secure guests' belongings. With mobile solutions leading the way, he stated: “Eatons Hill Hotel is now ready for the newest technologies that will allow future guests to use the ASSA ABLOY Hospitality Mobile Access and skip the front desk to access their guestrooms by using their smartphone or watch.” “Operating with secure Seos technology from ASSA ABLOY not only maximises guest convenience, experience and loyalty, but also streamlines operational efficiency.”

ASSA ABLOY Hospitality

The world leader in hotel security.

Mobile Access

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17/07/2017 16:00:17

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Eatons Hill Hotel deploys GuestCentrix Property Management System

Contemporary hotel offers latest technologies CAV AUDIO VISUAL & SECURITY SUPPLIED EATONS HILL HOTEL WITH STATE OF THE ART TECHNOLOGY SYSTEMS. Steve Hansen, from CAV, told us: “We specialise in the design, sales, integration and back up service of total AV and security requirements. We offer over 35 years’ experience in providing these services to the hospitality industry throughout NSW, ACT and QLD.”

THIS IS A POWERFUL YET STRAIGHTFORWARD RESERVATION SYSTEM, DUNCAN WATERMAN FROM CMS HOSPITALITY EXPLAINED: “GuestCentrix software is extremely user friendly, fast and scalable. The modular nature and scalability of GuestCentrix allows for Eatons Hill Hotel to grow and adapt their business with the knowledge their PMS will easily accommodate any changes they wish to implement. Another key factor for Eatons Hill Hotel choosing GuestCentrix software is that our solutions are locally designed, developed and supported.” He claims that with “GuestCentrix PMS guest check in and check out is quick and easy; the cashier menu allows rapid and accurate folio display, printing, posting of charges, access to comments on guest accounts and a simple click through to guest reservation details. Folio templates are customisable, with unlimited transaction and rate codes configurable within the system.”

For this newly built ultra-modern hotel, Steve said the team is proud to have supplied: “CCVE - we installed an Avigilon NVR IP Camera System with over 50 cameras throughout the hotel and shopping complex. The new Avigilon System allows crisp, high-resolution images and provides over two months’ storage of security footage. The Avigilon System is user friendly and provides remote access capabilities. “Digital TV systems - all hotel rooms have been fitted with the latest Philips Hospitality TVs, which will provide guests with an easy to use menu to access in-house information and over 40 channels of free-to-air viewing. “Video display - the function rooms at Eatons Hill feature the advanced Crestron Control System integrating lighting, sound and visual display. These services are conveniently controlled via a simple touch screen tablet.”

The laundry that cares for Australia

Eatons Hill Hotel will also benefit from GuestCentrix Web Interface & Yield Manager which allows full control of online booking channels with the option of powerful yield management. He said: “In addition, guests at Eatons Hill can room charge drinks and meals from the multitude of bars at the property to their room account via the interface GuestCentrix PMS has with the I-Control Point of Sale system that is used throughout the hotel.”

At PFD we deliver the largest range of fresh seafood and meat together with frozen products, dry goods, paper products and cleaning solutions.

Sunfresh are proud to be a preferred supplier to the Eatons Hill Hotel Accommodation Why were we chosen? Sunfresh simply offers you a better way to manage your linen.  A tailored management solution  Trim the costs associated with linen supply and laundering  Factory fitted with state of the art technology and is optimised for sustainability  Owned and employee operated large fleet of vehicles  Dedicated to making sure that all your needs are met  Provides outstanding quality of product and service Find out how Sunfresh Linen can customise your needs into one total management solution.

PFD Food Services Pty Ltd wish to congratulate the Comiskey family and staff on the opening of the Eatons Hill Hotel Accommodation. We are delighted to be a preferred supplier to the Eatons Hill Hotel & Accommodation and look forward to a strong business relationship into the future.

Call 131 733 or www.pfdfoods.com.au now to find your local PFD branch, Australia wide.

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Phone: 07 3376 2323

admin@sunfreshlinen.com.au 59 Ebbern St, Darra QLD 4076 SPRING 2017

p profiles Golden Chain:

Retain your individuality with Golden Chain A HUGE POINT OF DIFFERENCE BETWEEN THE POWERFUL GOLDEN CHAIN BRAND AND OTHER FRANCHISES, IS HOW IT ACTIVELY CELEBRATES THE UNIQUENESS OF EACH COOPERATIVE MEMBER. This allows Golden Chain members to have more freedom and the kind of independence that so many managers want, while allowing the property capacity to align with a strong and established brand. Perhaps this is why Golden Chain has such longevity. The company started more than 30 years ago as an all-Australian homeaway-from-home, before spreading across more than 200 locations, breathing life into properties around Australia, Indonesia, Norfolk Island and Vanuatu. Why does Golden Chain general manager, Michael Georgeson think Golden Chain’s strength has been so solid? “It comes down to not being too overly prescriptive with requirements for the operators. They can use whatever property management system or channel manager they like; we will simply try to establish relationships that can help suppliers provide a better option for members than what they might find on their own.” The approach is flexible and, at the same time, highly tailored. Golden Chain has a quality assurance program in place, which is there to protect the brand and make sure one property’s choices don’t have a negative impact on any other members. The group has both a preferred supplier program and a conference program to educate its members. “But beyond that,” Mr Georgeson explained, “we don’t require them to integrate our branding with theirs; rather, include it alongside”. For instance: a property called Example Motel wouldn’t need to rebrand itself as Golden Chain Example Motel; the operator just needs to make it obvious elsewhere that their property is part of the co-op and deliver the group’s minimum standards and guest benefits. “Within the Platinum brand, there are more specific requirements because they have a slightly higher branding standard in terms of what we ask them to do. But largely speaking, our role is guidance and assistance.” So long as operators within the network produce happy guests, there seems to be no issue. As Mr Georgeson reiterated, the guests are the most important industry factor. “The last thing we want is unhappy guests in Golden Chain properties.” “I think also over the past 12 months we have started to make some real inroads with services and benefits for our members, which is increasing the appeal of the chain and strengthening our relationship with our individual members.”

The Olde Tudor Hotel, King Deluxe Spa

The family tree… Golden Chain Classic prides safety, cleanliness, comfort and family-friendly service above all else. Its accessible locations provide convenient accommodation solutions to families, seniors and corporates ranging from three to four-star level.

Golden Chain Platinum was the next addition to the family. It now boasts more than 30 locations within the network and offers a higher standard of accommodation, ranging from 3.5 to 4.5-star level.

Golden Chain Budget Best is the latest member brand. It offers quality economy accommodation that caters to the 2.5 to three-star

Michael Georgeson

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market.

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p profiles Golden Chain:

Mr Georgeson is extremely well-versed in the industry, having worked with the Accommodation Association of Australia for more than seven years prior to taking on his role at Golden Chain, which he said he was drawn to because of its co-operative philosophy. “I always had a lot of respect for Golden Chain, going back to when I was an assessor with AAA Tourism.” He entered the scene just following a group-wide restructuring that featured the creation of a new Golden Chain brand, Budget Best, “which I think is terrific,” Mr Georgeson interjected. “So, they increased and refreshed the branding, which I think was necessary as it has a 30-year history. So this brings it into the 21st century and enhances the scope of what Golden Chain can do.” There are now three sub-brands with properties ranging from 2.5 to 4.5-star. “I walked into a very well-thought-out restructuring.”

Golden Chain’s active projects… The QA (Quality Assurance) program was launched in trial last year. Due to its success, it is being rolled out in-full to the membership. “This focusses on encouragement and support of quality enhancement and working with the property to improve and maintain standards and the benefits of being in the chain as opposed to policing, for instance, it is more carrot than stick.” The GDS service was also launched in trial last year: “It has been very successful and is now available to all the Golden Chain members. We are seeing some outstanding results for members dependant on the style and location. In effect the program has a corporate and government sales program attached to it as well so it represents a multi-pronged approach to this facility. A nationwide advertising and marketing campaign was launched covering TVC, radio, outdoor, digital and SEM. “This is part of the process of rebranding as well as contributing to the growth and engagement with our guest base. We’ve seen growth in website visitation between 33 percent and 40 percent, across the board improvement in the website performance, a substantial increase in our guest database and been able to broaden the target market.”

What else?

Big structural changes in 1991 meant that the Sydney head office was disbanded in favour of an administration that worked on a contract basis. This was designed to pay dividends throughout the 1990s, enabling stability from 1993 onwards. In effect, the group’s board was now dotted across the membership, with new directors and ideas sporadically providing a unique channel for member voices to be heard. An emphasis was placed on regular, regional membership meetings and area co-ordinators were appointed to encourage members onto get involved in the decision-making process. Since 1993, membership has been increasing at Golden Chain, something the company is very proud of, and this has seemingly mediated the need for huge fee increases year-on-year. Membership growth allowed the group to widen its budget, launching innovative advertising campaigns. The late 1990s saw Golden Chain introduce incentive-to-stay prizes to further enhance its accommodation directory. In 2004, the group hit landmark growth, exceeding 255 properties across all Australian states and territories. Despite finding that it now rivalled some of the larger accommodation groups in terms of how many locations it represented, Golden Chain managed to keep its family co-operative roots in mind. The company maintained a board of six directors, elected by its members, who received no extras other than reimbursement for out-ofpocket expenses. Three representatives were also down in the trenches servicing, recruiting and training members. The group’s cost-effective, community approach to business meant that compulsory requirements were minimised and Golden Chain was able to focus on its solid, familial foundation as a way of managing its own culture. This is largely how the group continues to grow today; by standing strong and sticking to its roots. In 2016, Golden Chain entered a new phase with several initiatives, including a rebrand and new guest loyalty program in My Golden Chain. The group logo had its first major refresh, losing many of the elements it had displayed for the previous 30 years in favour of a more contemporary look. Two new sub-brands were also introduced: Golden Chain Classic and Golden Chain Budget Best, which now stand alongside Golden Chain Platinum to offer increased branding opportunities for members.

Golden Chain has implemented a new Preferred Supplier Program and expanded benefits available to members from new suppliers coming on board.

“We will not forsake the culture that has served us well in the past, nor will we compromise the co-operative attitude and close working relationship that we enjoy with our members.”

Golden Chain has implemented new merchandising packs for members that are updated annually. These have contributed to growth in all of the related marketing activities.

What about the group’s future?

Golden Chain has implemented new website design and functionality increasing the appeal of the site and contributing to increased visitation and guest use of the site.

Upgrades the booking engine focused on improved conversion and a more user friendly format are being announced at the annual conference in October. Mr Georgeson see this as a major step forward with improvements targeting an easier booking process, enhanced connectivity for members and a stronger alignment with the group’s current look and feel.

Corporate history: seeds of co-operation Over three decades, Golden Chain has blossomed from a seedling corporate-run franchise to the membership-oriented co-operative it is today. Back in November 1989, Golden Chain held an inaugural meeting as a new co-operative, conceiving of its original quality criteria, a AAA three-star classification. A constitution was also drawn up during that meeting, which could only be changed later on by a collective agreement made among the majority of members. This collaborative philosophy is what has always created a familial environment, and supportive culture of Aussie mateship within the group’s member network.

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Here’s what is on the cards for Golden Chain in 2017/2018,

Following on from earlier website upgrades Golden Chain will announce further improvements , also at their annual conference, to improve functionality, SEO and more guest focused enghancements. Following on from the website upgrades the group will move to redevelop the Golden Chain app. Increased functionality and a more user-friendly experience are amongst the lead objectives along with targeting better use of the app for remarketing purposes. Following on from a very successful advertising and marketing campaign, Golden Chain will be extending this and focussing to drive more direct business to members.

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Golden Chain partners with ARMA

Golden Chain and Time Out Internet

THE AUSTRALIAN REVENUE MANAGEMENT ASSOCIATION RECENTLY PARTNERED WITH GOLDEN CHAIN AS THE PREFERRED SUPPLIER OF QUALITY EDUCATION FOR ITS MEMBERS, FOCUSING ON THE IMPORTANT DISCIPLINE OF REVENUE MANAGEMENT, FOUNDING DIRECTOR MELISSA KALAN TOLD US.

TIME OUT INTERNET OFFERS GUEST WIFI AND INTERNET MANAGEMENT SYSTEMS THAT ARE EASY TO IMPLEMENT, MANAGE AND USE WITH SEVEN-DAY SUPPORT TO CUSTOMERS AND THEIR GUESTS.

She said: “Revenue management assists the accommodation industry to maximise profits from their perishable assets, through dynamic pricing and consumer booking behaviour strategies. The process is based on informed decisions on the supply of, and demand for, inventory with targeted strategies around consumer wants, needs and sensitivities. ARMA’s course is foundations training and teaches best-practice principles to maximise revenue and profit outcomes.”

Judy Senn, from Time Out Internet, Judy Senn told us: “We have 165 sites Australiawide from an Aboriginal community in the Kimberley, Norfolk Island to Cradle Mountain. We are a recognised industry leader in guest wifi and internet management systems.”

“The course is delivered online via ARMA’s Yield Academy, making it easy and convenient for Golden Chain members to access the self-paced interactive training at any time.” ARMA also supported Golden Chain with their face-to-face workshop at their 2017 conference recently held in Cairns. Melissa stated: “ARMA is a proud preferred supplier to Golden Chain and looks forward to supporting their training needs in this critical discipline.”

“Our system delivers NBN speeds to guests and allows for streaming of data, SmartTV connectivity and casting of content by guests. We have a new feature for customers on Satellite NBN (Skymuster). We can manage their on and off-peak data.” With reliable connectivity of SmartTV’s for streaming Netflix and all other streaming and casting services, guest entertainment is a giant industry trend and is hugely important for accommodation providers such as Golden Chain to have consistent and reliable wifi and internet services and support, which Time Out Internet offers.

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p profiles Golden Chain:

Updates to Golden Chain’s long-standing Heart of the Country promotion are also in the mix. This program has seen a renewed level of success this year with the most recent draws seeing a 50 percent increase in entries. “With a redesign of this program we hope to deliver members and their guests an even stronger program that will further increase participation and also broaden our target markets.” Have a greater focus on education and training for members: “We added in some rate management training this year. That has been well received and we’ll look at expanding in that area as well as others.”

Why choose Golden Chain? This group of highly invested members has always followed its own path, blazed a trail and set its brand apart from the rest. Likeminded individuals do well together, and those who are interested in becoming Golden Chain members will find their tribe helpful in achieving success and credibility in the marketplace. With members still in the group who have been there for almost the entirety of Golden Chain’s history this speaks volumes to the appeal, purpose and value of Golden Chain. The core strength of the group lies in its model as a co-operative of members pooling resources and objective and those long term members are the backbone of that strength.

FreshFood Services is a leading Australian coffee manufacturer who specialises in providing complete business coffee solutions for your business.

Proud to be associated with Golden Chain. Call us on 13 20 21 to find out how we can assist you!

w w w. f re s h f o o d . c o m . a u 30

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Golden Chain is one of the most cost effective solutions for independent operators in the market and has the bonus of not endeavouring to override the independence of member properties – rather the group simply tries to support members and improve their performance. With only member fees paid the group requires no commissions for direct services, takes no rebates and applies no levies. Golden Chain is also managed by their membership for their members and is run domestically. The group is not influenced but global entities and therefore the membership and decisions made for them are done based on domestic influences for the most part. Golden Chain has seen a reinvigoration in recent history and looks to perform well in the coming year with multiple projects waiting in the wings for launch. They are well worth a look for any independent property looking for brand alignment and support or those seeking a new option. By Mandy Clarke, Industry Reporter

South Pacific Laundry is proud to be a preferred supplier of Gold Chain. We look forward to providing their laundry services now and into the future.

Robert Teoh South Pacific Laundry National PR 9-23 King William St & Marketing Broadmeadows VIC 3047 P: (03) 9388 5300 P: (03) 9388 5300 M: 0421 716 888 F: (03) 9387 2399 E: customerservice@southpacificlaundry.com.au E: robert.teoh@southpacificlaundry.com.au

*Melbourne & Albury Only

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Golden Chain’s new booking engine… GOLDEN CHAIN ENGAGED WELMAN TECHNOLOGY TO PROVIDE A NEW BOOKING ENGINE FOR THE GROUP.

Why? Golden Chain general manager, Michael Georgeson said: “To enhance our booking conversions and the effectiveness of our online presence. Welman impressed with their capacity to act quickly, consistently and adapt to requests as well as their open-door philosophy in working with our industry partners and suppliers.” As for Welman Technologies, they are “very pleased to have been chosen by Golden Chain as key technology partners to supply a direct booking engine to 220 properties”. Mike During from Welman/GuestFolder told us: “We believe it is important to be forward thinking and technology is where the hospitality industry can best embrace this. The smartphone provides the opportunity to deliver a seamless, full circle, personalized experience, enabling the guest to conveniently make and manage direct commission free bookings, authorize payment, check-in prior to arrival and have their room access automatically sent to their smartphone.”

People Focused Support

Guest Focused Solutions

“Time spent with guests becomes quality time resulting in improved social media ratings and greater guest loyalty leading to direct bookings and increased revenues.”

Our Mission

The Company

SPRING 2017

p profiles Quest Newcastle West:

A warm family welcome + the Quest experience + historic Newcastle building THE NSW PROPERTY, QUEST NEWCASTLE WEST, OFFICIALLY OPENED TO GUESTS IN NEWCASTLE, THIS PAST AUGUST. Offering guests homely comforts in 78 spacious one, two and threebedroom serviced apartment-style hotel rooms; as well as stunning conference facilities, a barbecue area and a gym. Quest Newcastle West is the second property for Quest in Newcastle: the modern and beautifully appointed historic property extends the warmest of welcomes to visitors looking for a relaxed and comfortable long or short hotel experience. A local family manage the business, one that cares deeply about the city of Newcastle. Quest worked with design team Furn-niche to convert Newcastle’s grand old Castlemaine Brewery into modern serviced apartments, the brief was to extend the historical connection into the business lounge and public areas, while providing the modern experience that guests have come to expect from Quest properties. Jo Street, managing director of Furn-niche, told us: “The scheme throughout is a neutral one that is borne from the architectural finishes. The tactile painted brick walls, the dramatic height of the ceilings and the exciting light that pours in through the skylights: these unique features became the stimulus for the furniture and fittings. The space has come

to life through texture and layering. The solid timber beams became the impetus for the colour palette, which is a dark and moody combination of browns, golds and cream.” Furn-niche also commissioned their in-house artist to produce the artwork throughout; to embody the richness of the colours and the importance of the landmark property. Jo explained: “We used archival images and had our artist stylise them to create a central theme. The artist produced landscapes of the local area to suit the interior scheme.” A central ‘picture gallery’ element in the business lounge displays historical photographs that resourced from local libraries, and situated in the centre of the room is a large library-style high bar/reading table. This piece includes power points and USB connectors for both a functional and communal work space. Jo told AMG: “Either side of the work bench are comfortable lounge settings; combining sophisticated leather armchairs seated around generous coffee tables and floor lamps. Large scale pendant lamps are

Bespoke fit-out by Furn-niche for unique Quest property WITH EXTENSIVE EXPERIENCE AND A COMPLETE UNDERSTANDING OF THE REQUIREMENTS OF COMMERCIAL PROJECTS, THE DESIGN TEAM AT FURN-NICHE WAS BRIEFED BY QUEST TO INNOVATIVELY COMBINE MODERN PRACTICALITY WHILE PROTECTING THE HISTORIC FEATURES OF THIS UNIQUE BUILDING. Jo Street, managing director of Furn-niche, said: “Our services include furniture design, manufacturing, procurement and installation for new build and refurbishment projects. Newcastle was not a ‘cookie-cutter’ building: every room is unique and required a specialised response. The window and GPO placements were varied throughout the rooms, and in many rooms the bed did not lean against a wall. To address this, we needed to develop a free-standing bedhead solution with integrated structural stability and clever chord cut-outs. “Quest chose to work with us because of our strength in design and ability to resolve complex special requirements. We have a long working relationship with Quest and understand their product and end-user. In addition, Quest appreciate our ability to respond to unique restraints with considered and creative solutions, paired with our reliability and follow-through.” The Quest Newcastle property placed a strong emphasis on the business lounge. This space really epitomised the theme of the

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property, that is, proudly remembering the historical legacy of this imposing building from 1876, while still providing a very modern guest experience.” Jo said she has seen a shift in focus towards enhancing guest experience in the hotel business lounge and common areas. The underlying trend being to enhance communal space. “The business traveller has come to expect engaging spaces that are distinctive and characterise the personality of the property. At the same time, they need to have great wifi and easy access to USB ports. These spaces are now offering tea and coffee, bar fridges and nibbles, that can be enjoyed from a variety of nooks and seating arrangements.”

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the most imposing structure of its time in Newcastle and later become the Newcastle Museum. Now it is Quest Apartments 787 Hunter street Newcastle West!”

suspended over the armchair clusters either side of the reading table. The room layout transforms into a pyramid shape giving optimum sight lines and drama along with cosy nooks. “The foyer features a glazing decal graphic print of the old brewery, creating interest and a visual link to other artworks within the building. The image was manipulated to emulate news print. This creates a type of pixilation that lends itself to large scale applications and allows for the requisite degree of transparency.” She added: “We worked closely with the Quest team to realise their vision. We helped create a unique property that offers a very modern experience that proudly remembers the historical legacy of this magnificent building from 1876.” AMG spoke to Lee Bennett, the franchisee for Quest Apartment Hotels, Newcastle, and Newcastle West about their newest property. Tell us the story of your hotel? “Our newest hotel is steeped in history and an important and iconic building within the Newcastle Precinct. It originally was the Castlemaine Brewery, it opened in 1876, it was perhaps

What is the hotel’s best design feature? Where did the inspiration come from? “The Hotel is beautifully appointed, with cathedral ceilings and original wooden beams fitted in to the décor of the rooms to showcase the beauty of the past brought to the present.” What is the point of difference? “While keeping the tradition and history of the space, we have managed to integrate business lounge areas, conference and break-out spaces perfect for our corporate fast paced lifestyle of today.” Tell us about the managers of the property? “The franchisee is a local family, born and raised in Newcastle. Lee and Sheree Bennett have been with the Quest brand for many years and now Jill (Sheree’s sister) and Daniel Burton (Jill’s husband) have joined partnership to create a successful, family-run operation. Glenda (their mum) is also an onsite manager and integral part of the business. They currently have the two Quest apartments both in Hunter Street and are very excited to be involved with the future growth and development in and around Newcastle.”

Trust is built over time. At Furn-niche we strive to build long term relationships, we frequently work with our clients on multiple projects and over a period of many years. We pride ourselves on providing a service rather than selling furnishings and constantly strive to improve our value to our clients. Your project becomes ours, and our diligent team of designers and project managers will work tirelessly and passionately to deliver on time, on budget and on vision. A project partner you can rely on.

Quest, Newcastle West. 2017

+ 61 (0)7 3252 2878 - info@furn-niche.com.au w w w.furn-niche.com.au

SPRING 2017

p profiles Quest Newcastle West:

Can you name some stand-out moments of the development? “My stand-out moment would have to be the day we officially opened our doors on the July 3, 2017 when we realised we had achieved 100 percent occupancy!” There were a few challenges, according to Lee, regarding the size and structure of the heritage-listed building. It was a delicate space to work in and to maintain the existing structural elements. “Being heritage-listed also made for a few challenges, especially restoring the original windows and doors to ensure the original facade was kept.” What big issues did you have to get right before opening? “We wanted to get the little things right! Presentation, service and maintenance issues were all paramount. The product is high standard, which is what people expect today. “With Quest Newcastle West, we delivered a product that is unique and beautiful, and we are proud to showcase it. We wanted the convenience of being close to great restaurants and the harbour as well as market

town for shoppers, so it is positioned perfectly for all our guests.” Tell us about the public’s reaction? “We have had very positive feedback, especially about the level of service we are providing, and the quality of the product. As the newest accommodation in the city, it has created a lot of interest and our regular corporate travellers have embraced the new property. We have also attracted many new clients, eager to be spoilt by the high level of service and accommodation.” The future looks bright for Newcastle as new developments roll in across the city: especially exciting news for the local accommodation sector. Quest Newcastle West sits well-within the hub of a flourishing locale and is wholehearted ready to charm the expected influx of visitors. “We are excited! The building itself is a landmark for Newcastle. The restoration process was a long arduous one, but it was so worth it to see the finished result.” By Mandy Clarke, Industry Reporter

Quest Newcastle West offers first class IT system ARINDA IT INSTALLED THE GUEST INTERNET AND HOTEL IT SYSTEM AT QUEST NEWCASTLE WEST, AND ARE PROVIDING ONGOING SUPPORT AND MANAGEMENT.

provides a large company such as, Quest Apartments Hotels with

Ben Smith, from Arinda IT, said: “We have also installed Arinda TV in all rooms, which turns any TV into a smart TV empowering you to personalise your guest's TV experience and allows users to play their own content and Netflix accounts.”

According to Ben, guest requirements regarding hotel technology have

Arinda IT is the preferred supplier to Quest Apartment Hotels throughout Australia. Ben explained: “The expertise within our team

built to offer high speeds to the guest rooms and common areas helps

ACCOM MANAGEMENT GUIDE

confidence in the solution. Arinda IT is dedicated to leading the digital transformation into the future to provide what modern guests want from accommodation providers.”

changed dramatically over the last 18 months. He explained: “Since the release of streaming services such as Netflix and more cloud services, demand on bandwidth has skyrocketed. A well-designed system that is businesses gain an edge over their competition.

y d n a d l o o c d l e approve v r a m n e e k t u o t s u j d n a m h g groovy inde u o s t n e c e r r a l u p o p y h c a e b a f neat nifty p l o o c e t u n i m e h t o t p u y DUCTS O R P Y R super trend T S U D MODATION IN M O C C A IN S D N E THE L ATEST TR

NEW LUXURY HOTEL LABEL Australia’s newest luxury range of hotel amenities have launched in America and have taken the U.S by storm. Travel Lux Australia conveniently sell online in Australia and offer small to large quantities, accommodating for growing hotel businesses. The freshly apple scented amenities in designer matte black packaging offer a 97% organically formulated range in the 30ml tubes, as well as a 14g apple scented soap range designed to minimise soap wastage. Make sure to sign up to the TLUXAU newsletter to stay in touch with product launches and special offers. Try your first order of this luxury range and enjoy a 30% discount by entering the code AMG17.

C Tluxau E enquiries@tluxau.com W www.tluxau.com

BASIC INSTINCTS Humans have a common basic instinct to survive, multiply and flourish, so to could be said of the accommodation provider. Top of mind for every ‘hotelier’ is surviving in a competitive market, to thrive and to prosper. Providers need guests to feel cared for and looked after while guests will make an instinctive first touch-point judgement based on their in-room products’ quality and convenience. Meeting these basics is the Weatherdon compact Basix hairdryer. Furthermore, the elegant matt black finish and ergonomic design belie its entry level price-point. Two-speeds, one button, a narrow nozzle to concentrate air flow and 1600 Watts of va va voom goes a long way to ensure the species survives in style.

C R Weatherdon & Co Pty Ltd P 02 9906 2202 E sales@weatherdon.com.au W www.weatherdon.com.au

NATURALS, ECO-CERTIFIED GUEST AMENITIES With guests increasingly sensitive about ingredients used in hotel cosmetics, the new range of NATURALS Guest Toiletries from Swisstrade is a perfect opportunity to put your guests at ease. NATURALS Hotel Amenities are Bio Seal Certified, containing carefully sourced botanical extracts and oils from controlled organic cultivation. It refreshes the body and pampers the skin with valuable essential oils, precious vitamins and minerals; delivering a sophisticated guest experience while actively contributing to the protection of the environment.

C Swisstrade Pty Ltd P 02 9979 1500 E sales@swisstrade.com.au W www.swisstrade.com.au

HAPPY CUSTOMERS ARE RETURNING CUSTOMERS Guest Fresh Medium Microfibre Pillow offers premium guest comfort every time. Guests will always remember a great night’s sleep when you provide a fantastic pillow & this is the perfect pillow catering to all guests. Standard and King sizes. Available in 3 profiles - low, medium & high. Guest Fresh the ultimate in comfort & hygiene performance. Login to mainlinen.com to view our full pillow menu. LIMITED TIME ONLY - EXCLUSIVE CARTON BUY PILLOW OFFER (10 PER CARTON) WAS $14.73 NOW $10.95 PER PILLOW

C Mainlinen P 07 5437 8544 E info@mainlinen.com W www.mainlinen.com 36

ACCOM MANAGEMENT GUIDE

what's hot wh GO DELUXE WITH LIVI’S SOFT TOUCH IMPRESSA® BATHROOM & TISSUE RANGE A luxurious range of stylish, cubed facial tissue and soft embossed toilet paper, the Impressa range by Livi® is purpose-made to for a lasting, personal impression when it counts. The delicately embossed toilet rolls are available in 400 sheet and 225 sheet variations. Each roll is made from highest quality tissue paper and is subtly scentePd on the core to create an inviting environment for users. The 225 sheet roll boasts 3ply thickness for extra strength and absorbency while the 400 sheet enables longer lasting use for higher traff ic environments. These luxurious toilet tissues are complemented by a 3ply shea butter lotioned facial tissue which is available in a space saving cube pack of 65 sheets. The Livi® range of tissue products are all PEFC certified, guaranteeing environmentally responsible purchasing. Ask for Livi® today!

C Solaris Paper Pty Ltd P 1300 832 883 E info@solarispaper.com.au W www.livitissue.com.au

BE UNIQUE – DESIGN YOUR OWN CHAIRS!

ELECTRONIC IN-ROOM SAFES Not all venues are the same. Why should your function furniture be generic, boring and uncomfortable? As well as offering a comprehensive ‘Catalogue’ range, Nufurn provides a full consultation service – completely obligation free. Our team of accommodation industry furniture specialists will visit your property with an array of chair models; frame finishes; fabric options etc. etc. and work with you, to learn what is important to you, what will compliment your venue and service philosophy as well as being appealing to your clientele. Stand out from the crowd – don’t be afraid to express yourself!

C Nufurn Commercial Furniture P 1300 650 019 E kobe.robertson@nufurn.com.au W www.nufurn.com.au

The Elsafe Infinity II is a new era in in-room safes. Ideal for the most demanding lifestyle brands and properties that thrive to be different, Infinity II combines sophisticated technology and fashionable design. It is the ultimate safe for the design conscious, with its silky, stylized design and high-tech neon blue backlit keypad (digital only), combined with ASSA ABLOY Hospitality’s industry leading high quality safe platform, Infinity II brings richness to the room like no other safe before.

C ASSA ABLOY Hospitality Oceania Pty Ltd P 1300 796 233 E australia.hospitality@assaabloy.com W www.assaabloyhospitality.com

AN AMAZING SHOWER EXPERIENCE GUESTS WON’T FORGET Using twin-jets which collide to create over 300,000 droplets per second, Satinjet® is an amazing shower experience guests just can’t get enough of. Along-side a comfortable night’s sleep, a superior shower experience can be a key factor in overall guest satisfaction. Patented to Methven, and world renowned, Satinjet is a sensation only your skin can truly understand. Satinjet is also highly water eff icient, achieving either 3 Star 9l/min, or the coveted 4 Star, 7.5l/min – meaning guests can enjoy their showers without the water bill breaking the bank. Visit the website below to find out more information.”

C Methven P 1300 638 483 E customercare@au.methven.com W www.methven.com

SPRING 2017

r refurbishment Bathroom Refresh:

Great bathrooms are vital, valued, and important BATHROOMS MUST BE SPOTLESS, SMELL FANTASTIC. THEY MUST BE DESIGNED WELL, THOUGHTFULLY FITTED AND MOST OF ALL, STYLISH!

period and decorated in an irreproducible style, also home to curated

The first port of call in your guest accommodation is usually the bathroom, where visitors judge the level of its cleanliness as a measure of the general care and attention to detail for your whole establishment.

The bathrooms tell an effortless story, fitting luxurious and practical

Guests expect good hygiene, but do they appreciate a good-looking bathroom?

rugs, richly textured custom-designed furnishings, original artwork,

Oh yes, you bet they do! Accommodation is an important part of a traveller’s experience and they do spend a fair amount of time in bathrooms. While in there, they will notice marble flooring, unusual mosaic tiles, spacious shower, good lighting, or an indulgent spa bath. Designers leave their artistic fingerprint in hotels in many ways. For instance, The World’s Most Inspired Design Hotel, Kau Manor Estonia. Kau Manor dates from 1241, and the historic building’s “meticulous and fantastical renovation”, was lovingly transformed into a beautiful modern boutique hotel. All the interiors have a rich history, with thick and irregular medieval walls, and lavish ornamentation from the Baroque

art, objects, and antiques. However, the architectural magnificence of the place was skilfully enriched with modern luxuries befitting an up-tothe-minute boutique hotel and this includes the remarkable bathrooms.

bathroom fittings around the reclaimed hardwood floors, centenary beams, high ceilings, stunning antiques and mirrors, handmade vintage beautiful tiles, and a bounty of scents and linens. It creates an assault on the senses and a one of a kind experience for guests. Just one look at this bathroom and you will agree that it evokes the expectation of vivid experiences and fond memories and this is just one reason why all bathrooms are important.

Work with what you’ve got… Not everyone can completely gut their bathrooms and start afresh! It is a costly space to renovate, but the standard of your bathroom is a major factor when trying to maximise your accommodation’s yield. A good industry bathroom refurbishing specialist can give you advice on how to get the maximum refurbishment, for minimum cash outlay.

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Eyeing up your guest bathroom for a makeover? Consider a few things… Bathroom tiles – do they date your bathroom or make it look grubby? Generally, a good bathroom tile will wear well, look modern, be easy to maintain, and even create interesting design effects but a poor grout or silicone job can spoil the whole bathroom. On the other hand, a good grout and silicone can overcome a poor tiling job. Grout – can be porous, so dirt, liquids and oils can be absorbed. To prevent this, cement-based grout should be sealed (many are not) but specialists can prep-clean your tiles and grout and then seal, usually with a colour-sealer. They can also remove and replace cement based grouts in wet areas such as showers. Silicone – used to provide a flexible, water-proof joint between vertical and horizontal surfaces (walls and floors) but even high quality silicone that contains mould inhibitors only lasts for 10 years before it starts to look grotty and pull away. The removal and replacement of old silicone will give an instant re-fresh to your bathroom but it’s not a job for the faint of heart. Floor tiles – old and slippy? Give them an anti-slip treatment to significantly improve their R-rating (for wet slip).

Shower screen and bath tub repairs – before replacing your shower screen or bath tub, consult a shower doctor or bath doctor - specialist tradespeople who can thoroughly clean, remove scratches, chips, or resurface your shower door and bath. Replace tapware and fittings – this can instantly update your bathroom and change the visual. Ultra-modern fittings can trans-form a good quality bath, toilet, sink and shower and a focal point with one particularly beautiful fitting can create a wow effect; a rainwater shower head or unusual tap fitting. Mirrors and lighting – consider installing a beautiful mirror and good lighting to combine functionality with glamour. Mist-free mirrors, specifically designed for this industry, are a great choice and can also provide LED lighting for extra sparkle.

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r refurbishment Bathroom Refresh:

Replace bathroom fittings - when planning to refresh or redesign your bathroom, decide whether you want modern simplicity, chic and glamorous, vintage or a unique look.

Double showers - indulgent and romantic, what more can be said? Consisting of an oversized rain shower and separate hand-set; luxurious, invigorating, and customisable.

Total refurb tip - whatever your design aesthetic, make sure the fixtures and fittings are practical, well planned, and provide modern luxuries, such as power showers, loos with views, eco-flushes and taps with ceramic washers. These are all easy to incorporate if you select good quality products.

Return to modernism, ‘form follows function’, good for those who prefer stream-lined with clever storage solutions.

My rundown of current bathroom designer trends: Timber – products designed for purpose, bring warmth, nature and texture into an area that was previously a timber-taboo space. Use as a wall covering, basin, as duckboard flooring, all now showing up in hotel bathrooms because it looks great, feels warmer and is softer than tiled floors. Metallic accents and rustic materials – they contrast beautifully with natural products, look stylish, are on-trend and can be used in edgier projects.

Small with attitude – use imagination when space is limited, especially in urban areas. Create ambience – use key elements and be-spoke furniture, cabinetry, accessories, luxurious amenities, LED mirrors and mood lighting. Industrial chic – maybe the biggest industry trend right now! Edgy and industrial-inspired bathroom designs, use cool concrete, it can be gritty or smooth and polished. Showcase your pipes, beams and brick walls. Combine – use concrete and timber, with natural fibres, bespoke or vintage furnishings, and plush accessories to create a very fresh, modern, industrialised style with a welcoming vibe.

Oversized plain tiles - try using them with a creative twist, laid in usual patterns to add drama to any project.

Go local – mass-produced is out, if your budget is in. Support local businesses, craftspeople, and artists, to infuse your bathroom with local inspired individuality and visual appeal.

Add nature - embrace earthy materials like natural stone and rock.

By Mandy Clarke, Industry Reporter

Ultimate guest experience with water savings “WE’RE SEEING MORE AND MORE DESIRE TO CUSTOMISE THE SHOWER EXPERIENCE TO THE INDIVIDUAL GUEST”, METHVEN MARKETING EXECUTIVE NICK SWAN SHARED WITH AMG. This personalisation offers guests the choice of showering that suits their personal preferences best. You need a shower that can be dynamic and suit most guest needs. A shower should also aim to enhance the experience of the guest with consistent and reliable temperature delivery. Water savings that don’t compromise on the guest’s showering experience are also great. “Methven have a range of Twin Shower Systems that offer the flexibility of a rail shower with the added luxury of an overhead shower. Installation is typically a quick upgrade, with the water inlet being at the top, they simply screw on to the existing water outlet with minimal drilling into tiles for the bottom fixing. “Our newly released shower tapware innovation, Safeflow, will ensure a stable and reliable delivery of safe water temperature to the shower

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outlet. You could install the best shower in the world, but if the water delivery is inconsistent – then the user experience is greatly diminished. This product ensures that water temperature delivered to the shower head is consistent, even when there is uneven hot and cold water supply.” A common challenge for hotels is the water bill. With all guests showering at least once a day, the amount of water used can be significant. The simple solution is to install a water efficient shower head; however, typically most water saving showers aren’t optimised for lower flow rates and can result in a poor shower experience for the guest. “Methven Satinjet is a patented shower technology that uses twinjets of water to collide and create thousands of droplets, restricted to either nine or 7.5 litres of water per minute. Satinjet showers that operate at 7.5 litres per minute have been awarded the highest certification for water efficiency and comfort by the Water Efficiency Labelling Scheme. To be awarded the highest certification, showers must have passed additional force and coverage testing.”

Provide your guests an unforgettable shower experience. Upgrade your hotel to Satinjet today.

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r refurbishment Bathroom Refresh:

What’s new in bath resurfacing? “MOST OF MY CUSTOMERS ARE HAVING THEIR BATHROOMS RESURFACED TO WHITE GLOSS TILES WITH A SATIN SPECKLE FLOOR,” REVEALED MARK SAVILL FROM MARK’S IN YOUR BATH. “THE MOST POPULAR COLOUR AT THE MOMENT IS A LIGHT GREY SPECKLE.” Elaborating on this popular new trend, Mark added: “No one wants the light speckles anymore, everyone is going for the greys or creams.”

Mark’s company specialises in bathroom resurfacing. He shared: “The cost of a bathroom resurface is a lot cheaper than a full rip-out renovation. The time it will take to resurface a bathroom is also a lot quicker than installing a new one, which means that hotels can get their room back into service a lot quicker.” Another result he noted is that hotels are “not relying on loads of different trades letting them down, not turning up or damaging other people’s work”. Mark’s in your bath has been a bath resurfacing service provider since 2009. “We play a pivotal role in the bath-resurfacing service by expounding a unique definition for renovation that no longer means removing articles. “This reduces great expense and huge disruption, meaning there is a convenient way to achieve an attractive bathroom layout.” The company is experienced in both commercial and residential bathroom renovations and the resurfacing service is in-situ, ruling out any kind of fuss and/or disruption.

“A cost-effective bake-up to outplace the dullness of your bath,” Mark described. “We provide a resurfacing service to any type of ceramic surface, wall tiles, floor tiles and grout showers, countertops, sinks and most types of fiberglass showers and tubs. “Our service is incorporated with the highest level of quality-control and accountability so that you will have full satisfaction.” He also spoke to AMG about environmental friendliness: “When you resurface a bathroom, there is no ‘ripping out’ of existing tiles or baths. I resurface over existing, so nothing goes to landfill.

Speedy guest bath services THE HOTEL INDUSTRY TREND HAS ALWAYS BEEN, OBVIOUSLY, THE BEST SOLUTION FOR THE ROOM,” NOTED ANDREW LAWSON FROM INNER BATH. “But with the quickest turnaround to re-rent the room, avoiding loss of revenue for the room rental as well as the important extras of potential spending of the guest, i.e. room service/mini bar/breakfast, and so on. “Our bath and shower liners are popular in this industry for that exact reason: we can reline in three hours and the bath can be used between six and 24 hours later.” By way of example, Andrew referenced some work undertaken at the Crowne Plaza Melbourne and also at Sea World. He said: “The Crowne Plaza Melbourne would get us in at 10am check out. We would re-line three baths and they would use them for late check ins that night. We have done quick baths at Sea World on school holidays, where the paint on the floor peeled and left a worry for sharp edges of the paint. The room was soon rented with no lingering smells or

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worry of it peeling again.” Re-doing a bath or shower brings a brand-new, shiny non-slip look without destruction to the bathroom. Sometimes, a quick minor refurbishment can really make a big difference.

friendly, using “no harmful products” and “non-toxic fumes”. The refurbs are done with “100 percent ABS industrial strength acrylic” that also uses Senosan Antibac technology to promote good hygiene.

Inner Bath has been offering bath or shower upgrades since 1986, ranging in scale from one bath to a whole fit-out, installing tailor-made moulds and watertight seals. The company told AMG it is environmentally

“The great thing is that we won’t drain your wallet: there are no re-tiling costs and we don’t interfere with your existing plumbing. Shower screens are not an issue either, we can remove and refit the existing screens.”

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THE LATEST DESIGNS

r refurbishment FF&E:

Esoterically and aesthetically delightful interior design

HOW DO YOU FEEL WHEN YOU WALK INTO A MUSEUM? SPECIFICALLY, EXHIBITS WITH ARTWORK AND PAINTINGS AND FURNISHINGS FROM A PARTICULAR CULTURE ON DISPLAY. DO YOU FEEL INTRIGUED? WOW-ED? IMPRESSED? INTIMIDATED? DO YOU FEEL AFRAID THAT YOU WILL BREAK SOMETHING? ARE YOU ITCHING TO STARE INTO THAT TARNISHED, EXQUISITE-LOOKING MIRROR, OR TRY SITTING IN THAT UNUSUAL LOOKING SEAT? It’s strange to think that the ancient artefacts and artworks you see in museums and art galleries were probably created with the intention of decorating someone’s home, space or venue whether that was a palace, a village hut or a Victorian-era townhouse. These items came to represent the time and place they were made to furnish, and they do such a good job of creating palpable atmosphere that they live on in museums and art galleries to tell their stories for generations to experience.

Interior design isn’t a modern invention. It might feel extra to think of your hotel, motel, resort, or other accom property in the same way you think about a museum but there are similarities. We’re talking about a space that lots of different sorts of people are going to frequent, from lots of different sorts of cultures.

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Those people are looking to experience a story or, at the very least, an atmosphere when they walk into that space. They want to feel compelled to blog about it, talk about it to their family and friends, take photos while they are there. They want to feel like thought has been put into it; like there’s a style if not a theme; a vibe if not a show. Most importantly, many of the items you see in museums and art galleries would have been custom-made for specific interiors; paintings were ordered to fill exact spaces, tapestries, rugs, sculptures, cabinets, chairs and all types of items were specially crafted for individual rooms or people. The same should apply to your property. In ancient Egypt, for example, rush matting was used to decorate walls and spaces in different patterns; archaeologists found all kinds of luxurious items and artistic furnishings when they uncovered tombs in Egypt and many people believe that tomb decorations around the world reflect elements of what domestic interior design looked like in respective ancient cultures. Ceramic tilework, friezes and limestone carvings were used in Mesopotamian palaces to decorate with brightly lit colours and intricate patterns. Colour still plays a huge role in decorating interiors today. Architects still focus on light and shade when they blueprint buildings, and designers do everything they can to play with colour and light when they furnish space. Wall murals and custom hangings or tapestries are some of the many things modern designers can organise to suit a property style, create a desired atmosphere or inject a focal point. If a room is

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naturally warm and brightly lit, colder colours might create a breezier feeling for incoming guests. Like the ancient Mesopotamians, you could draw inspiration from local animals and include sea-life in the artwork, or create a beachy theme to give visitors a clear sense of Aussie culture when they step inside your resort lobby. Alternatively, a busy high-rise hotel could deck out a dimly lit, tight communal space with things reflect what ‘city-life’ means for Australians. Perhaps paintings or photography depicting cyclists, market-goers or people riding trams on their way to work. I went to a cinema in Europe once where all the seats were repurposed from public transport. Could you have a refurbished tram bench in your lobby or

lift hallway? Think outside the box! Take a walk around the area your property is in and make a note of sightseeing spots, animals, types of trees and landscaping, sounds and smells. These are all things you can bring to the table when working with an interior designer to personalise your accom space. Is your town famous for something? Spend five minutes googling local history and you might be surprised about what inspires you.

Damn, this is awesome With the right vision and some expertise when it comes to lighting, artwork and accessories, there’s no limit to the impact your property’s first impression can have on guests. The great news too, is that if you have a relatively original concept, or some original pieces – a one-off piece of art or stand-out item of furniture – you can’t go too far wrong. Even if a guest hates it, they’ll talk about. Think about what paintings you discuss with friends after visiting an art gallery: probably the ones that caught your attention and made you feel like you were experiencing something new. That’s exactly how you want guests to respond to your property! So don’t be afraid to be different: trends are there to be bucked. Experts can help you tastefully harness what’s popular and produce something unique to you and your brand.

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Installation envy If you want every single room and area to have its own vibe or theme or experience, a bespoke fit-out and installation is probably what you need. Experts who specialise in bespoke arrangements will be able to curate every detail you need specific to every nook and cranny of your establishment. Particularly noticeable in boutique hotels and quirkier properties that market themselves as off-the-wall and encourage repeat guests with the assertion that every room offers a completely new staycation. If you want a more complete fit-out that standardises, to some extent at least, the guest experience across all rooms then the turn-key solution is probably what you are looking for.

This solution comes in a variety of ways to suit all types of budgets and custom requirements. The main thing with this solution is that you will have one point-of-contact who oversees the design and installation end-to-end. With either approach, it is paramount that guests are prioritised when installations are taking place. You might want to offer in-room treats or discounts to anyone likely to be plagued by noise or disruption.

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Even better, reputable companies that offer solutions will work with you so that they can carry out installations without having any impact on guests.

Architect my heart There’s something magical about a building that has been artfully designed. It’s the difference between demolishing a site to completely rebuild, and refurbishing a historical building to accentuate old charm. Both have their pros and cons, but the latter offers something particularly unique and is something that lends itself particularly well to interior design. Getting, or staying, in touch with builders and architects can be a huge

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benefit when looking at a refurbishment as no-one knows the property better (except, perhaps, you). They’ll be able to offer advice or liaise with interior designers on layout and design, as well as what materials were used and why. This can be immensely helpful with things like lighting, which is influenced by so many things… Ceiling height, woodwork, tiling, brick or stonework, window placement, to name but a few. If you’re looking at organising the fit-out of a new build, make sure all the different parties are in communication and working together so that the property’s overall aesthetic is intentional, rather than a (potentially un-)happy accident. By Rosie Clarke, Editor

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r refurbishment Case Study – Sydney Harbour Marriott Hotel:

Ramler adds finishing touches to $15m transformation RAMLER WAS CONTRACTED TO SUPPLY FOR THE CONVERSION PROJECT UNDERTAKEN AT SYDNEY HARBOUR MARRIOTT HOTEL, CIRCULAR QUAY. Numerous furnishing products were supplied to the interior and exterior public areas, all-day dining areas, and 32 new executive guestrooms; combining brand-new bespoke designs. The company also produced furniture in-line with current designs in other existing areas of the hotel, mixing old and new furniture styles.

With every project we undertake, we analyse exactly what the customer wants and needs in order to work with them in developing the right commercial furniture solution. Thanks to excellent coordination and interaction with other contractors onsite, we perfectly arranged delivery and installation of furniture to contribute to a successfully fulfilled project outcome. – Rob Gilshenan, Ramler International Australasia The Sydney Harbour Marriott Hotel at Circular Quay is an iconic five-star hotel offering elegant accommodation in one of Sydney’s premier locations. With flexible venue spaces, the hotel caters to all leisure and business travellers; family trips and relaxation. Ramler worked directly with the hotel's FF&E consultant, Kathy Marques from Marques Interiors. Combining both experience and knowledge, under Marques Interiors’s guidance, Ramler fulfilled the brief to create beautifully crafted new products in-line with the exciting new looks and spaces for the hotel. Public area: Guests can now discover the hotel’s new library and relax in the comfort of the lobby with brand-new bespoke furniture, including lounges and armchairs. All-day dining: Ramler produced brand-new restaurant furniture for both indoor and outdoor areas, as well as reworking and refurbishing existing timber chairs. Included in the new development is a 120-seat contemporary Australian eatery called Silvester’s, as well as a laneway venue called Three Bottle Man and the legendary Custom House Bar - all part of a major play in Marriott’s redeveloped food offering to international guests. 32 executive guestrooms: Ramler fitted out each room with a feature armchair, ottoman and desk chair that matched the same style as existing furnishings from other suppliers. This was to continue the hotels idyllic boutique guest room experience. Working with a variety of custom designs to produce new products and the refurbishment of existing furniture, Ramler succeeded in supplying fit-for-purpose commercial hotel products that incorporate the form and function requirements of the client, as well as achieving the aesthetic the hotel wanted, while staying within budget and adhering to a strict timeframe for supply.

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Ramler is always flexible in its approach, the company told AMG what it was like to work on the project: “We primarily worked out-of-hour shifts during installation so that the hotel could continue trading throughout the refurbishment period. As a company that understands the importance of day-to-day business, we often installed during early mornings as this provided the least disturbance to the hotel's routine. It also ensured that disruption was kept to a minimum for the neighbouring businesses. The shift work kept congestion outside the hotel and at the hotel loading bay hub to a minimum (especially traffic that can be quite heavy at the bottom of Pitt Street, Circular Quay in Sydney NSW where the hotel is situated). By Rosie Clarke, Editor

refurbishment r Interview:

Garry Ramler talks ‘need-to-know’ FF&E elements FF&E PRODUCTS, THE BIGGEST ISSUE FOR A HOTEL MANAGER IS UNDERSTANDING WHETHER THE PRODUCTS ARE ACTUALLY FIT FOR THE PURPOSE IN WHICH THEY WERE INTENDED”, RAMLER INTERNATIONAL CEO GARRY RAMLER SHARED WITH AMG. “When outlaying large amounts of expenditure, property representatives must understand the differences and gaps in the market for the quality of furniture and equipment they are looking to purchase. Ramler looks to spend time explaining the various elements of our products as well as the construction and suitability of product-use for the particular application being purchased. We then use our unique in-house industrial design team to turn product ideas into a reality using a suite of 3D modelling and rendering software. “We believe that the more we collaborate with a client, the more the client understands and articulates needs. If we know what function is required,

we can better advise and direct the client on the best fit-forpurpose product. On trending products, Mr Ramler revealed: “Currently there are a large amount of hotel new build and refurbishment projects underway and/or planned across Australasia. Guestroom furniture products are in large demand, mostly in customised product design to suit brand specification. In addition to the market’s appetite for our popular banquet seats and tables, there is also a high demand for quality food and beverage stations. We have recently supplied custom Elements Live Cooking Stations with modular induction cooker and heat-resistant compact laminate bench tops to the InterContinental Sydney. What is most popular about this product is the portability and easy setup, which makes it perfect for every F&B occasion. “We are also seeing a growing demand for multi-purpose public space furniture as today’s able travellers prefer to meet and work in public places. Our recent supply to projects, Four Points by Sheraton, Docklands and Sydney Marriott Harbour, are some examples of how lobby areas can mix business and pleasure to great effect.” By Rosie Clarke, Editor

ANOTHER WINNING PARTNERSHIP Ramler is proud to once again partner with global hotel brand Marriott on the refurbishment of their Sydney Harbour Hotel at Circular Quay. Our creative energy delivered a variety of new custom designs and saw the refurbishment of their existing furniture range. As industry award-winners and supplier to many premier worldwide hotel brands, we value our partners and collaborate with them to turn visionary designs into an ergonomic reality. We look forward to partnering with you on your next project. 5P ˌOE PVU NPSF DBMM 3PC (JMTIFOBO PO 0439 638 151 or email robg@ramler.com

L E A D ING T H R O U G H I N N O VAT I O N

SPRING 2017

r refurbishment FF&E Tips:

FF&E tips from a CEO HOW CAN YOU MAXIMISE BENEFITS FROM A NEW FIT-OUT? Garry Ramler shares some insight, exclusively for AMG: 1.

Understand how the products need to perform. I.e. are they in wet or dry areas or exposed to weather elements like sunlight? Be sure the materials being used are correct for the application you intend to use the products for; i.e., natural stone is a stylish choice but soaks up stains and scuffs.

Never underestimate the lack of care by the general public. People’s interpretation on how to use a piece of furniture can be starkly different to the original design purpose. I’ve seen people use side tables as footstools and seats in public areas…

Be sure to identify appropriate potential suppliers for the products you require: thoroughly investigate the company you want to contract and their history of success in supplying similar products in the market previously.

Look to review actual, physical samples of the products you’re considering before placing orders: check quality and finish (i.e., timber stains and polish quality).

Confirm all warranties and product guarantees, as well as their duration.

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The personal history of Ramler “We've been very passionate about what we do for almost 70 years. My father started as a tradesman after WWII, when he came to Australia working on metal with his bare hands, a bit like superman, to make napkin holders and coffee tables and the like. “Together with my mother, he supplied to the likes of Myers and David Jones while they were selling door-to-door in the 1950s.”

Storytime: FF&E firsts “When I joined the company in about 1980, we branched into the hotel division with the Grand Hyatt in Melbourne. The architect at the time wanted to source locally and asked us to make banquet furniture for the property; we've been making and supplying furniture to the Australian accommodation industry ever since. “In the year 2000, we supplied all the FF&E for the Sydney Olympics, proposing that it all be manufactured out of cardboard, or green materials that could be crushed up after the games and recycled. It made for a great, environmentally friendly, promotional story for the Sydney Olympic committee to talk about. We also held a cardboard chair celebrity auction to raise money for the Paralympics: people like Nicole Kidman and Barbra Streisand painted chairs for them to auction off on eBay. It was good fun! We had a great time!"

marketing m Web Trends:

From mobile-first to mobile-only: 2017’s biggest web trend THE RECENT SURGE OF MOBILE SEARCH RESULTS MEANS THAT THIS YEAR IS ALL ABOUT OUT WITH THE OLD, IN WITH THE NEW.

themselves for mobile-friendliness, they are now going one step further to become specifically structured for mobiles. It’s all part of a brand new trend released by Google known as Accelerated Mobile Pages – AMPs.

Companies are no longer creating a web experience for desktop users and then adapting that to tablet and smartphone screens; rather, websites are now being designed especially for mobile devices.

Essentially, AMPs boil down to a few signature characteristics: they are incredibly fast-loading, they are designed to neatly fit mobile canvases, and most significantly, they will be given first priority by Google on search engine results pages.

It all boils down to crafting an intuitive, user-friendly experience that ensures website visitors are willing to stick around rather than bounce in search of something more palatable. Since the majority of users are now accessing websites on their mobiles, it only makes sense that the need for mobilecompatible design is not just advisable anymore, but paramount. Last year’s experts predicted mobile devices will drive 75 percent of internet traffic in 2017 Once the number-one choice for internet searches, desktop devices are rapidly declining in popularity and instead, being overtaken by the ease of mobile technology. To put this into perspective, consider for a moment that smartphones and tablets propelled just 40 percent of web access in 2012; nowadays, that figure is expected to soar to 79 percent (and counting) by next year according to Zenith Media. As smartphones and tablets advance and multiply at a rapid rate, people are becoming much more reliant on these handy pocket-and-handbag devices to carry out their everyday tasks: from paying the bills to planning their daily commutes and even finding their one true soulmate. As such, it is imperative that businesses pay attention to the shifting trends lacing society. The digital world is perpetually remoulding itself according to public behaviour, always eager to find the best ways to keep users satisfied, scrolling and surfing. An enormous number of news sites have already climbed aboard the mobile bandwagon. To illustrate the above point, this year has seen global news sites readily embrace the mobile trend. While many sites had already recalibrated

The trend rolled out early last year, with the UK taking the lead and displaying a total of 17.75 percent of AMP-optimised articles in April. By December 2016, other countries had certainly latched onto the trend, but still hovered well below the 50 percent mark when it came to displaying AMP news results. Today, more than half of news results generated in 11 countries are AMPoptimised. India alone displays 100 percent AMP news results on Google, which sits in stark contrast to the zero per cent it displayed on January 1 this year. Meanwhile, France leapt from zero AMP news results to 78 percent in just five days. Clearly, the importance of mobile-specific web design is critical to the current digital landscape. Forecasts suggest mobile advertising will be worth US$134bn worldwide in 2018. Where magazines, newspapers and television screens once championed advertisements, the mobile device is set to challenge these traditional marketing formats. In fact, according to reports, more money will be poured into mobile advertising this year than any other channels combined. It’s a strong indicator of the nature of society and the direction we are headed in. From advertising streams to the delivery of the daily news, information is increasingly consumed via mobile devices. By failing to make your website mobile-specific now, you risk relinquishing that prime page-one real estate and falling behind your competitors. By Paul Finn, Havealook

SPRING 2017

m marketing Benefits of joining a recognised brand:

What’s the big idea behind joining a recognised brand?

WHETHER YOU’RE A LONE WOLF OR LIKE HAVING A WOLF PACK, THERE’S ALWAYS SOMETHING TO BE SAID FOR POWER IN NUMBERS. In the accommodation sector, branding of some sort is close to unavoidable. Franchisees, members and independents alike must figure out how to market themselves, and this means finding a way to either become, join or adopt a brand. Even the marketing channels themselves must think about branding as they compete against each other for consumer attention; the internet is an ocean of ships vying for Titanic status in a landscape where no ship is too big to sink. So, when it comes to the ‘little guys’; the independent properties, particularly in more regional areas, trying to stand out online, in rankings and across OTAs and countless social media accounts to target their fair share of guests, branding is a huge concern. Of course, there are ways – whether outsourced or in-house – that they can maximise outreach, and very special properties can try to rely on word of mouth. However, joining a well-known brand is another option to consider. Many managers look to join existing brands because they crave access to more extensive marketing and booking parameters that these networks can ideally offer. In that same vein, choosing what brand to join has its own set of complications but the key factor in the decision-making process should always be, ‘what type of brand would best suit my property type?’.

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Pros and cons: sales and marketing Incentivise all you like, guests will continue to check room prices on Booking.com and TripAdvisor. That said, it doesn’t take much to realise that losing the business of a company with 100+ hotels is going to put more of a dent in an OTA’s bottom-line than the loss of a small independent hotel that’s gone rogue. Therefore, it’s a benefit of joining a brand, that they can often negotiate lower commissions on your behalf. Having said that, it is still possible to win the game of OTAs if you are independent, so long as you have the right social media savvy, marketing ingenuity and some very vocal guests. Another ‘pro’ relating to bookings, is that larger accommodation brands often have successful strategies in place for increasing direct bookings. They also tend to have the available resources to ‘experiment’ with different advertising campaigns and techniques. While guests might not think to check the website of a niche property to see if there are any benefits to booking direct, most people tend to know that big brands offer free wifi or complimentary items to whoever books direct. The hurdles are greater when you are going it alone because social media savvy and marketing ingenuity are not things that can always be grown organically, they cost money. From outsourcing and training to online campaigns and in-house incentives, there are lots of outgoing costs involved that a big brand can much more readily afford.

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However, one ‘con’ to joining a brand might be the nature of mainstreaming. If your property is one that is successful because it feels like a hidden gem to guests who have happened upon glowing reviews or heard about a one-off experience in rural Australia from a friend, then being part of a mainstream ad campaign might be a disincentive to your regular guests or preferred clientele. AMG spoke to two well-known brands in the Australian accommodation sector, each with differing views and options to present on this topic. They offered opinions to answer frequently asked questions relevant to joining a recognised brand in this industry.

If you were a property manager, why would you join a brand? Georgina Williams, Best Western Australasia’s champion of new business development said: “The landscape of accommodation hospitality is changing. A leisure guest will have several touchpoints before they book, researching the hotel’s value, reviews, location and price, while corporate accounts will be booking via a preferred corporate agreement. “Joining a brand offers a sense of confidence with online visibility and to have access to global corporate accounts, offering better channel

GCM166 AMG Advert OL.indd 1

distribution for booking opportunities and having an effective loyalty programme that engages guests - Confidence, Reputation and Distribution. “Brands are able to re-engineer a business and harness conversion based on providing support with processes and technology; deploying best practices within the customer’s buying cycle and generating profits for the hotel.” Michael Georgeson, Golden Chain’s general manager said: “Brands can provide a competitive edge to most properties regardless of location and depending on their local market. A recognised brand provides a level of confidence for guests in what they can expect in quality and condition as well as consistency across the group. The expansion of marketing capabilities is, of course, what many operators are attracted to in working with a group where they are seeking to maximise their own marketing spend by leveraging the group capacities. Aside from these there is also the benefit of seeking a solution to bringing some balance back to the equation when it comes to the dependence on OTAs.”

SPRING 2017 55 18/10/17 2:38 pm

m marketing Benefits of joining a recognised brand:

What special benefits does your group bring to the table when wooing new properties? Michael Georgeson said: “There are several actually. Our core point of difference really is the fact that we are a domestically run cooperative. The members are their own masters in many ways that other groups don’t really offer. “Our membership determines its own direction and is not beholden to off-shore interests that often do not take into consideration the local market and influences. On top of this, we strive to deliver the best benefits and outcomes directly to our members. That means no commissions, no rebates, no levies for products and services provided directly by the group.” Georgina Williams said: “At Best Western, our point of difference is our membership model. It is unlike any other hotel group in the world; we work with owner/operators to help increase revenue and conversion for the business. We don’t have a cookie-cutter approach to the physical attributes or the management of their property. By coming together under the Best Western brand, independent hotels retain their unique personality, character and charm. “We also have great pride that our hotels receive strong RevPAR performances by ‘plugging into’ our key distribution channels and our properties do benefit from our vast loyalty members (600,000 in AsiaPacific and 30 million globally).

How difficult is it to join the umbrella? What’s the criteria like? Georgina Williams noted: “A lift in standards across the Best Western hotel network means that to be part of the brand we are looking for property managers who are genuinely invested in their property, business and industry. “We are exceptionally proud that more than 54 percent of our properties are rated four stars or more by consumers on TripAdvisor

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with 46 percent of our Best Western Australian properties receiving Certificate of Excellence. “Joining the brand is being proud of offering guests what they need and doing it well, from free wifi to healthy breakfast. “In return, they will be supported by the team at corporate head office, with staff available to assist with international sales and marketing, worldwide reservations centres, loyalty programs, a customer-focused quality assurance program, operational support, group purchasing solutions and the advice, support and referrals provided by fellow hoteliers.” Michael Georgeson explained: “ Joining Golden Chain is fairly simple and not too onerous, particularly if a property is in an unrepresented area. “If we have a presence locally, we do have some criteria set for entry based on rooms in the area. We have a QA program, which was revised this year and requires properties to be at an appropriate level as far as condition and cleanliness goes and then there are also the three sub-brands, Budget Best, Classic and Platinum, that facilitate an appropriate place in the chain for the vast majority of moteliers. There are also some basic standard requirements for entry such as having ensuite bathrooms. That aside, there is place with Golden Chain for most professional tourist accommodation providers looking for a solution to enhance their marketing and work with like-minded operators.”

Golden Chain general manager Michael Georgeson’s dream prospect for a new member… “Looking at them as ‘dream’ prospects is interesting and I think that answer lies in the word ‘cooperative’. Operators who are seeking to contribute as well as benefit are really at the heart of what makes Golden Chain work. So the ‘dream’ prospect would be someone who not only understands the concept of a cooperative but is actively engaged and facilitates the success of Golden Chain.

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“As we endeavour to be more supportive, rather than instructive, this requires a mutual level of support and cooperation in order to work effectively.”

Best Western Australasia’s champion of new business development Georgina Williams’ dream prospect for a new member property… “Our dream prospect is a member that is open to change and improvements to the business. This industry is all about collaboration between property owners and the Best Western brand.”

Do you have any tips or tricks for managers trying to work out what type of brand would suit their property style? “My one tip is ask lots of questions because finding success means finding the right partner,” revealed Ms Williams. She advised: •

Consider the value of what the brand can do for you; its process and technology.

•

Find out how much guidance, support and advice you will receive once you become a member.

“At Best Western, we have nine distinctive brands and over 70 years of hospitality history. We welcome half-a-million guests worldwide every night, with insights to data to help increase profitability while keeping the

property’s independence and personality.” Mr Georgeson was also asked to share his tips and tricks with AMG readers. He said: “Owners and managers should look at what level of control they seek to hand-over, including a consideration of their brand and the impact that has on walking away. “Will the property lose its identity to the brand? How much are you required to embed the brand into your business? Look at termination requirements; how long, how much notice, and so forth. Do the target markets that the chain works on match your objectives? Are you replicating, enhancing or introducing market segments and will that work for you. What is the history of the group and what does their traditional market look like? Are they growing, enhancing or even contracting their market segments? If so, why and how?”

Crux of the matter Being part of a branded network gives managers the opportunity to team up with or work alongside like-minded others. Sharing tips and tricks with properties similar to your own that are scattered across the country yet share a common interest in being part of the same brand, is a luxury in this industry. Especially if you are used to viewing your neighbours as the competition. By Rosie Clarke, Editor

SPRING 2017

Trusted brand with a global story. Finding success as a hotel owner means finding the right partner. At Best Western, our point of difference is our membership model. It is unlike any other hotel group in the world; we work with you to help increase your business. We donâ&#x20AC;&#x2122;t have a cookie-cutter approach to the physical attributes or the management of your property. By coming together under the Best Western brand, independent hotels retain their unique personality, character and charm.

Best Western Management division offers an extensive portfolio of services to lead your hotel to financial success. Build your hotel vision and we will assemble a driven and qualified management team to effectively manage hotel operations, evaluate the product, and develop a plan for maximising market potential and profitability, while providing value and a superior accommodation experience to guests. Be part of the trusted global brand operating in more than 100 countries around the world as a managed hotel, delivering business from markets both domestically and internationally.

For further information please contact our development team today on +61 2 8913 3300 or email info@bestwestern.com.au

m marketing Next Hotels:

Joining Next Story’s Country Comfort… NEXT STORY GROUP’S FRANCHISE SUPPORT MANAGER, JEFF CLAXTON PUT AMG IN TOUCH WITH THREE FRANCHISE PARTNERS OF THE GROUP’S COUNTRY COMFORT BRAND TO FIND OUT HOW THEY VIEWED THE JOINING PROCESS AND WHAT THEY SAW AS BEING THE MAIN BENEFITS. This brand includes medium-sized hotels and motels in the midscale segment, catering to “the value-driven traveler”. Properties within this brand are generally situated along transport links as well as in suburban zones and/or regional hubs in rural towns.

occupancy and profit. Results speak for themselves and I therefore have no hesitation in recommending motel operators to consider the Country Comfort Group as they provide a Franchisee the support system tailored to assist with their business requirements. With the Country Comfort on-going personalised support and training initiatives, you will be able to continuously fine-tune your franchise for peak performance.

Country Comfort testimonials

Elizabeth Kopcheff, Country Comfort, Gin Gin, Queensland, said:

David Wee, Country Comfort Amity Motel, Albany, Western Australia, said:

Having been in the hotel/motel business for many years prior to joining Country Comfort in August 2008, I could not be happier with my decision to take full advantage of the very thing that the Country Comfort model had to offer me at the time. Some nine years later, I still feel as passionate about the brand today as I did when I joined all those years ago.

We first joined the Country Comfort Group when we developed the Chifley Hotel in St. George’s Terrace, Perth in 1998. We worked closely during the design phase and later in launching and managing the hotel. We found the advice and professionalism we received from the Country Comfort Group was crucial to the success of the motel. With the Country Comfort Amity Motel, I chose a franchise model as we already had our own internal management and given the relatively small size (40 rooms) did not feel the need for a full management contract. This decision has worked well as we were able to cost effectively tap into the corporate booking and tendering systems as well as the extensive Country Comfort booking network. Their management team has been phenomenal and we have consistently out-performed all other motels in our competitor marketspace. I firmly believe that the Country Comfort Group brings a level of professionalism in terms of branding, marketing and back up support that we could not achieve as a stand-alone motel. They hold regular meetings and discussions on improving our offering and include us in their national marketing campaigns together with providing us with clear brand guidelines. All this assistance keeps our standard high. Since joining the Country Comfort Group, the Country Comfort Amity Motel is now rated number one in the town on TripAdvisor and we have seen a significant increase in

The business support and sales/booking revenue directed to my property has been very professional. No matter what I need support with, as soon as I contact the support office my questions get answered the same day. I can honestly say that I have never had a call or email not returned. Regardless of what I have needed assistance with: training, sales, marketing, business or operational support, someone has been there to guide me through my needs. The launch of the new website and push with social media, has revitalised my business. I have also seen, over the years, a big shift in the digital marketing campaigns and a push on the online reputation bringing new demographic into my business. The loyalty between the franchise partners and the support team is very solid and I would strongly give my recommendation to anyone looking to join the Country Comfort brand. Michael Dougherty, Country Comfort Motto Farm, Heatherbrae, NSW, said: We became a member of Country Comfort in 2013 and have enjoyed a collaborative working relationship over the past four years. It has been extremely supportive to have the backing of such a dynamic team of committed professionals that are passionate about creating successful business partnerships. We see the key benefit of being a member of the Country Comfort Brand as giving us access to technology such as GDS, advanced website analytics and corporate travel agencies. This helps make our jobs easier and ensures that we keep up-to-date with the latest technology. None of these benefits would be available to myself or my team and would be quite cost-prohibitive for an individual owner. The fact that Country Comfort are able to manage these on our behalf is vital to our property achieving optimal occupancy. We firmly believe that the Country Comfort brand holds appeal to regional properties across Australia. The Country Comfort brand has a rich Australian heritage, combining the warm comforts of a traditional country stay with the advantages of our modern, connected world. By Rosie Clarke, Editor

ACCOM MANAGEMENT GUIDE

h housekeeping Pampering Guests:

Shift luxury into a higher gear TODAY’S FUSSY GUESTS WANT TO EXPERIENCE THE RIDE OF A LIFETIME. METAPHORICALLY, THEY WANT A MERCEDESBENZ OR A ROLLS ROYCE NOT A QUIRKY VW BEETLE OR A CUTE MINI. Literally-speaking: pristine beds, crisp linens, fluffy towels, slippers, robes, high-end amenities, exclusive experiences, and personalised services are solely the domain of luxury hotels… right? Well, no. These offerings have become mainstream in most hotels, motels, and even Airbnb accommodation that would rate mid-scale and up. Making guests happy is a racetrack and you are in the fast lane. Guest expectations like to break speed limits! When it comes to highend hospitality, it means that you are having to shift into sixth gear. Extraordinary guests want extraordinary experiences, posing the question; how can you be extraordinary and offer them the Mercedes-Benz-level experience?

Luxurious guest amenities Do not merely provide basic, bland amenities like shampoo, conditioner and soap. If you really want to convey luxury, you must supply an indulgent range from a trusted brand, or create your own unique range. Guests find comfort in recognised brands and the brands you choose say a lot about you. When you create your own inspired amenities, it leaves a long-lasting impression of the quality of your brand. Plus, if guests take a few items home there’s an element of organic marketing. Guests want quality products, scrumptious aromas, eco-friendly and nonanimal-tested choices; they want lotions, scents, diffusers… the whole shebang! If your property has a bath, why not treat guests to a beautiful bath bag infusion, or scented bath tea bags? Ignite their passion with magnificent skin care products, blended with 100 percent natural essential oils.

Luxury beds The focal point of the guestroom should be the bed; the priority is comfort and the golden rule of guestroom design is to keep it simple, keep it fresh and, above all, classy. There is no need for flashy designer headboards as big as billboards, or a pillow mountain of all shapes, sizes and textures; colourful scarves, gimmick footboards or posts and there isn’t even a need for linen with huge thread counts. When it comes to a bed, all guests want is a supremely comfortable and high quality mattress, with timeless layers of crisp sheets, sumptuous and soft pillows, a plush topper, fluffy doona, and extra blankets. Generally, if you do your beds and linens really well, you will win the race. Creating the ultimate luxury sleep experience for guests can be the making of your accommodation; you need to weigh up all the elements and find a ‘sweet spot’ between price, comfort, and durability to evoke a luxurious and unforgettable experience. Guests have the notion that a white bed is special, the ‘halo effect’ epitomises luxury and restful sleep. Many hotels offer clean, white, high thread count bed linen as the primary feature in a guestroom. Many brands like Hilton, Marriott, Hyatt and Swissôtel redesigned their sleep experiences to fit their brand and some even sell their beds, pillows, towels, linen and other amenities directly to guests.

Linen and towels Guests will feel luxury is on-hand (and body) when they notice how beautiful your towels are: plush, fluffy and soft (but not too soft) as well as absorbent.

Mainlinen: the business of ‘sleep wellness’

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GUESTS REMEMBER A GREAT NIGHT’S SLEEP WHEN LUXURY BEDDING TAKES PAMPERING TO THE NEXT LEVEL.

Teighan shares: “Not only are our products

Teighan Donnelly, from luxury bedding supplier Mainlinen, says: “The ultimate way to pamper your guests is to provide a full, luxury pillow menu and create a cloud-like bed with the addition of a mattress topper. Make sure to include an all-season doona and soft, ultra-plush blanket for that head to toe pure luxury treatment.”

demands product longevity and wash-

Mainlinen’s top tip is, “always offer allergy free bedding options”.

touches that keep your hotel relevant and

the perfect way to create a luxurious bed for hotel guests and keep them coming back, but our products have been designed to withstand commercial laundering which ability.” Beautiful bedroom design plays a crucial role in industry design trends. Teighan adds: “Lean luxury has become more popular, meaning crisp, white bed linen topped with colourful bed runners, cushions and blankets will add stand-out competitive.”

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h housekeeping Pampering Guests:

Present them with fresh, bright white towels that look and smell amazing as an essential part of the luxury experience and add bathrobes and slippers for that extra special attention to detail.

from cheap cleaning products. Sometimes, providers disregard the fact that you must add quality extras like in-room detergents, and laundry powders.

The standard of your towels and bed linen leaves a lasting impression on your guests because there is something very special about a night in a luxury hotel when you step out of the shower onto a fluffy bathmat, wrapped in a soft towel, slipping your toes into comfy slippers and slipping into luxurious bed linen.

Bathrobes and slippers

In-room treats

Step up the pampering a notch: there is nothing quite like the gift of a luxurious bath robe and matching slippers.

Beautiful artwork

There’s nothing worse than waking up to a bad cup of tea or coffee. Think luxury, think choice and high quality beverages.

Nothing says luxury quite like unique, original artwork. Create the ambience you want in a room; define your originality, and leave guests talking about your art.

Housekeeping

Eco-luxury

In self-catered accommodation, no guest wants to think about housekeeping supplies or have to go home with dry and damaged hands

Luxury does not have to be at the cost of sustainability because ‘ecominded guests’ also enjoy and seek luxury.

Indulge guests with National Hotel Supplies PAMPERING HOTEL GUESTS IS HIGH ON THE AGENDA FOR AUSTRALIANOWNED COMPANY, NATIONAL HOTEL SUPPLIES. This family-run business boasts that it “sets itself apart from its competitors by offering a range of high-end, boutique hotel supplies designed specifically for the luxury market”. Joe Kennedy from National Hotel Supplies said: “Gone are the days of rudimentary

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blocks of soap and body care products, instead salon-grade guest amenities like the gorgeous Therapy Range are adorning hotel bathroom shelves. This collection is designed for pure indulgence, with products like scented bath tea bags and body lotion infused with fragrant essential oils. Pure bliss!” But the luxury doesn’t stop there, according to owners Joe and April Kennedy. They “stock a range of decadent linen to ensure guests sleep like royalty, as well as fluffy, luxurious hotel grade bath towels to finish off that opulent hotel experience”.

B L A C K

L A B E L

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h housekeeping Pampering Guests:

Luxurious linen can also be environmentally conscious, with stylish and more sustainable sheets being made using high quality processes and/or recycled polyester. Innovative brands inspire and give hotel guests worldwide the opportunity to experience luxury that is also sustainable. Recycled linen - or microfiber sheeting offers longevity and greatly reduced energy demands with maintenance. One of the major issues for sustainability is that hotel linen is washed so frequently and to get that pristine white linen look, strong detergent and a hot wash is the only way to go. One answer is to reduce your washing frequency, you can do this by reminding that guests reuse their towels and some hotels even have offers for eco-stays, where linen only gets changed every third night. If the quality of your linen is high, and your ethos is green, most luxury guests are more than happy. Some accommodations will do almost anything to attract luxury-seeking guests; guests have been spoilt for choice. Travellers are savvier and less-likely to be won-over with smoke and mirror hospitality so it takes more than a clean room and friendly service to win the customer loyalty

of your guests. Try simple and basic ways to up your ante in the luxury department. Without having to entice your guests with high-tech gadgetry, over-the-top butler service or flashy design. The reason Mercedes-Benz is the epitome of a luxury ride for most people is that they know they will get exactly what they expect (or more) from the car. They get a consistent combination of safety, quality, comfort, style, and performance with a touch of surprise. These qualities are more likely to impress than over-the-top offerings. By Mandy Clarke, Industry Reporter

From quality guest amenities and perishables to commercial linen and towelling, we have everything you need to create the perfect guest experience.

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h housekeeping Odour Control:

How often do your guests cause a stink? I AM NOT TALKING ABOUT THEM ‘MAKING A COMPLAINT’, I AM TALKING LITERAL STINK! Keeping the air fresh and clean is a huge challenge in any enclosed space that is frequented by people. People smell. And they can be messy. People are at the centre of our industry, so it endures similar troubles to other people-centric facilities like medical centres, nursing homes and even schools when trying to keep the air free from unpleasant odours, germs, dust and debris. All property managers have a duty of care to provide a safe environment for staff and visitors. This includes fresh air, controlling odours and preventing the spread of airborne disease. Odours are relentless and can remain so, even after cleaning with strong chemicals and disinfectants; therefore, it is more effective to prevent or capture offensive odours at the source rather than just mask them. Most odours are generated from bacteria, mould and chemicals, which are microscopic. The age of a property may increase odour problems because newer buildings tend to have air systems that include filtering, cleaning, and processing units whereas older buildings may not. In any property, there are some very simple and affordable ways to effectively control indoor air pollution and odours; steps you can implement immediately.

Control the source of foul odours in a few simple steps… Remove. Ban products and materials that smell or pollute your property. A no-smoking policy is a must. Reduce the source of the smell. Put the source away somewhere safe; for instance, store cleaning chemicals in a locked cupboard and keep the bin area away from the property. Clean all hard and soft surfaces routinely and thoroughly to prevent mould and bacterial growth. Steam. Effectively remove the source of many bad smells with steam. This method is environmentally friendly; using only pure water to penetrate all surfaces, destroying odour-causing residues and leaving surfaces deep-cleaned, sanitised and refreshed. Safe, if used correctly, this leaves rooms with a natural, clean smell. Dry. Keep on top of all maintenance issues because neglected leaks/ drips rapidly cause mould and smells. Separate wet areas from dry. Keep bathroom and laundry doors closed to reduce humidity. Ventilate. Install an exhaust fan close to the source of pollutants or moisture, such as the cooking stove, dishwasher, tumble drier and washing machine.

100% Australia-made and manufactured OXYZONE HAS BEEN SUPPLYING UV OZONE GENERATORS TO THE HOSPITALITY INDUSTRY SINCE 2009 AND AS OZONE INDUSTRIES PRIOR TO THAT. The company’s ozone generators are designed and manufactured at its factory on the NSW central coast and the materials it uses are sourced in Australia from Australian businesses. “Our service personnel and our spare parts are also in Australia.” Oxyzone machines have a built-in electronic countdown timer and safety interlock to prevent exposure to UV light, which the company explained as unique to them. “Electronics are isolated from the ozone to prevent corrosion,” in these machines, Oxyzone added, and they are “supplied with a Hospitality User Guide and Safety Sign”. The company also noted that its product warranty involves 12 months’ parts and labour.

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the Silver Hospitality ozone generator into “every chain of hotels, apartments and motels”, making them “the preferred supplier of most”. The Silver Hospitality range of stainless steel UV ozone generators has been designed for use in larger hotels and motels where the performance of the unit is required to keep pace with busy housekeeping staff and for What does Oxyzone say its Silver Hospitality ozone generator will do? •

Eliminate odours caused by cigarette smoke, sickness, urine and pungent food.

•

Kill viruses and bacteria in the air.

•

Remove many allergenic chemicals, leaving the environment fresh and clean.

“We are in Australia and on hand to discuss any problems or operation questions.” Oxyzone also revealed they have sold

sanitising apartments and larger rooms. Oxyzone explained that the generators can be used to sanitise hotel and motel rooms and apartments, removing unpleasant odours from urine, sickness, trauma, food, smoke and even when carpets have been cleaned to remove the drying smell. They can also be used for mould remediation; to treat hotel toilet areas reducing odours; in kitchen areas to sanitise open work surfaces and control bacteria; to remove unpleasant lingering odours in bars and lounge areas; and to eliminate odours from the garbage holding dock.

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h housekeeping Odour Control:

Open windows and run ceiling and bathroom fans (make sure they are working well) when needed.

are less efficient than fan-based ionisers that can clean and distribute air faster.

Beware of garbage chutes and disposals: by their design, they have an updraft that can transport airborne bacteria and smells back into the living spaces. Review and repair your chute as required.

UV technology: used with a particle filter, it can sanitise and purify the surrounding air and surfaces. Microorganisms, such as bacteria and viruses, are destroyed by passing through UV light, the effectiveness of this type of air purifier is dependent on the wattage of the light and the time of exposure. Beware, UV lamps should be monitored and replaced as per recommendations.

What else is available? Foul odours need to be eliminated quickly and efficiently between guests. To supplement your source control and ventilation actions, you might consider other cleaning methods, such as: Odour neutralisers used to minimise unpleasant odours by reacting with the offensive molecules. This tends to be a short-term fix until the cause of the odour is eliminated. Air purifier. A device to remove contaminants from the air, marketed as beneficial to allergy sufferers and asthmatics, aiming to reduce or eliminate second-hand tobacco smoke. Filters: purification traps and high-efficiency particulate air (HEPA) is a technology that has been around for years; air is forced through a very fine fibre-like material that has been folded back and forth and 99.97 percent of particles are reportedly captured. HEPA purifiers require that the air going into a room does not bypasses the HEPA filter. Activated carbon technology: a form of carbon that is very porous with high absorbance abilities, effective at capturing pollutants, such as chemical emissions, gases, tobacco smoke and other odours. Negative ion air purifiers: using negative ions (simply oxygen atoms that have gained an electron) to magnetically attract airborne particles such as pollen and dust, until the newly-formed particle is too heavy to remain in the air. Fan-less ionisers use little power and are quiet, but

Ozone odour elimination: very popular in the hospitality industry because one machine can be utilised for multiple areas and can quickly and effectively eliminate odours. An ozone generator is designed to produce the gas ozone and is used effectively in water purification; however, in air, ozone must reach high levels to remove air pollutants. Be warned, high levels of ozone can exacerbate respiratory illnesses and so guests should not be allowed in the area at the same time as the ozone treatment and for a time after. If you are considering using ozone air cleaning technology, always ensure that it is used correctly, fit-forpurpose and engineered for the task. Remember, other technologies can also emit small amounts of ozone as a by-product. Plasma technology: some air purification devices on the market utilise this technology for the removal of airborne and surface contaminants using a variety of sources of energy to produce ‘plasma’. Remember, for optimum effect, whatever odour control system you use should be perfectly sized to the room, properly installed, used per instruction and well maintained. Always purchase from an industry supplier, consider maintenance costs, and the cost of replacement filters. By Mandy Clarke, Industry Reporter

A whiff of the new WEATHERDON’S TEAM OF DESIGNERS AND MANUFACTURERS ARE ABLE TO SPECIFY STANDARDS TO MEET UNIQUE DEMANDS OF THE HOSPITALITY SECTOR.

used in conjunction with conventional air

Weatherdon is a family-owned and operated business established in 1975 and supplies to more than 1500 hotels across Australia and New Zealand.

Both the 5G and 7G has a two-hour timer.

Robert Weatherdon, managing director of Weatherdon told us about his latest product: “Nero Ozone Machines kill over 99.5 percent of air-borne bacteria and viruses.”

Regarding the materials used, he said

He added: “Nero Ozone Machines can be

are environmentally friendly”.

ACCOM MANAGEMENT GUIDE

freshener systems and indeed very much improves their performance by enabling them to add fragrance to a neutral starting point.

The 7G machine has a high/low switch giving even more control over Ozone output.

there is “a large ceramic generating plate, requiring minimal maintenance, a compact powder-coated or stainless casing and they

Ozone Machines AFFORDABLE AND POWERFUL

Designed to deodorize rooms 5G Ozone Machine

7G Ozone Machine

Product No: 350051

Product No: 350078

- Suits up to 100m2 rooms - 5,000mg ozone output - Adjustable 2 hour timer - Long life ceramic ozone plate - Black powder coated housing - SAA Approved

phone: 02 9906 2202

- Suits up to 140m2 rooms - 3,500mg - 7,000mg ozone output - Adjustable 2 hour timer, high/low switch - Long life ceramic ozone plates - 304 Grade stainless steel housing - SAA Approved

email: sales@weatherdon.com.au

www.weatherdon.com.au

h housekeeping Odour Control:

Bad odours? Eliminate, never mask KEN KENNEDY FROM HEALTHYWAYS PTY LTD, THE “ENVIRONMENTAL DETOX EXPERTS”, ADVISED: “THE GOLDEN RULE IS TO TOTALLY REMOVE THE SOURCE OF THE SMELL.”

According to Mr Kennedy: “Super Dry Steam (SDS) in skilled professional hands is the most effective agent to do this because it uses only pure natural water (environmentally friendly) delivered at a temperature so high it is virtually dry. It completes the task of elimination more effective than chemicals, but it also leaves the fabrics and surfaces sanitised and dry quicker than any other method - rooms ready for use almost immediately thus protecting the hotels cash flow. “As a bonus - because every surface from the carpet right up to the ceiling including all furnishing and fittings are treated the room is returned totally refreshed and a renewed presentation. Leaving rooms clean, sparkling with a natural freshness.”

DON’T LET YOUR ACCOMMODATION PROPERTY BE ON THE NOSE WITH GUESTS! You can enjoy the benefits of HealthyWays Deep Detox Sanitising and Renewal Specialty Service, using our exclusive Super Dry Steam System and at a tiny fraction of the cost of refurbishment. Recommended by our clients, this service leaves your whole room refreshed, clean and sanitised, and restored to a condition far superior to regular cleaning and other odour control systems. Here‘s 7 Reasons HealthyWays service will benefit your hotel: 1. Reduces guest complaints & increases their desire to return

When used on a periodic basis, our Super Dry Steam System returns your rooms to pristine condition. To find out how we can help phone 1800 658 800 or Tom on 0449 776 779 or visit www.healthyways.com.au

2. Extends the life of carpet, curtains and furniture 3. Reduces the work load on housekeeping staff 4. Reduce labor hours & cost 5. Is environmentally safe and doesn’t use harmful chemicals, meaning you can fill your rooms with guests quickly and worry free!

6. No downtime and loss of room revenue ... protects your vital cashflow

“I recommend Healthyways as the results they gave us exceeded all expectations” - Michael Cook, Chief Engineer, Accor Hotels

7. We restore, renew, sanitise and protect all in one process at a very affordable cost... real demonstrated value

“Healthyways provided a great service during the hospital‘s Christmas to New Year shutdown, their staff are well trained, perform their duties perfectly and provided a great result for us“ - Ali Khondukar, Executive Housekeeping Mgr, Macquarie University Hospital

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h housekeeping Bed bugs:

The worldwide war on bed bugs WHEN KIDS HEAR ‘DON’T LET THE BED BUGS BITE’ AS THEIR PARENTS TURN OUT THE LIGHTS, I HARDLY BELIEVE THEIR MINDS TURN TO SMALL PARASITIC INSECTS THAT FEAST ON HUMAN BLOOD BUT - WITH REPORTS THAT BED BUG INFESTATIONS HAVE RISEN BY OVER 5000 PERCENT SINCE THE LATE 90S - THE FIGURES ON BED BUGS MIGHT JUST BE ENOUGH TO SCARE KIDS AND HOTELIERS ALIKE. Bed bugs have existed in Australia in varying numbers for well-over 100 years and, as international travel enriches the lives of an increasing number of individuals across the globe, bed bugs may have just become the world’s biggest little travellers. In recent years, Australia was introduced to a new species of bed bug, the tropical bed bug (Cimex Hemipterus), which is also thought to have arrived in the country not by way of ‘human host’, but via an unsuspecting suitcase. While hoteliers are occasionally required to deal with bed bugs within their own hotel walls, or perhaps even consider the problem at a national level, new research from the University of Sheffield in the UK confirms that hoteliers need to start considering a worldwide war on bed bugs – one piece of dirty laundry at a time. The research, undertaken by behavioural ecologist Dr William Hentley and released in late September, uncovered that while bed bugs are host-seeking creatures (proving they are out to get humans), they can navigate towards human odour sources, which might be why they are so drawn to human bedding. Not only can bed bugs shack up

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in clothing, bedding or luggage, but they are also proven to survive for up-to a year without a human ‘blood meal’, meaning that luggage containing recently worn clothing can essentially become a bed bug hideout on wheels. As a part of his research, Dr Hentley utilised a ‘bedroom-scale experimental arena’ to determine whether a) bed bugs would leave their refuge, b) they would gather on soiled clothing, and c) whether elevated CO2 (to simulate a breathing human host in the room) modified bed bug behaviours. The results indicated that bed bugs were most likely to be on (or in) bags containing soiled clothing, that they were not attracted to clean bags filled with clean clothing, and (contrary to the original hypothesis), that CO2 (or the presence of humans) had no effect on the result. So, while bed bugs need humans to live a long and happy life, they have no issue with hitchhiking on a short international vacation without any physical contact. In his report, Dr Hentley stated: “The advent of relatively frequent, shortstay holidays in locations long distances from the hosts’ residence will facilitate dispersal. Careful management of holiday clothing may be an important strategy in the prevention of bringing home and spreading bed bugs.” While any information on tackling the rise of the bed bug is good

housekeeping h

Combatting more than just bed bugs BED BUG OUTBREAKS CAN CRIPPLE ACCOMMODATION OUTLETS, BUT THESE AREN’T THE ONLY CREEPY information, such a discovery isn’t likely to warm the hearts of hoteliers who have little control over guest cleanliness and laundry activities – but Dr Hentley can offer some simple solutions to the problem, suggesting that because bed bugs struggle to climb smooth objects, metal luggage frames could assist in keeping bed bugs contained within their improvised habitats. The provision of complimentary scented plastic bags in hotels may also assist in keeping the bed bugs at bay, with the odour of soiled clothing unable to pass through the plastic, therefore not attracting bed bugs and also preventing their escape if the laundry has been ‘inhabited’. It also places great value on accommodation providers offering laundry services, creating a great reason to offer guests a place to wash and dry their belongings and be rid of any unwanted ‘guests’.

CRAWLIES ATTACKING YOUR GUESTS.

While no accommodation provider wants to plaster the word ‘bed bug’ on its website or hotel walls, quelling the bed bug issue in Australia (and indeed the world) is the responsibility not only of hoteliers, but also of guests. Without mention of bed bugs, guests can be made aware of how they can do their part simply by requesting that they use the facilities provided and stow their suitcase on the luggage rack in their room. For now, perhaps parents should be teaching the next generation a more relevant phrase… ‘Wash right, seal tight, and don’t let the bed bugs take flight.’

bedding, upholstered furniture and carpets. These harmful

Accommodation managers are aware that bed bug cases have risen dramatically over the last two decades due to increased travel, more apartment living, and the immunity bed bugs have built against standard pest controls. But now, accommodation providers are reporting a growing number of guest complaining of allergies and restless sleep caused by dust mites. Dust mites are microscopic creatures that live on mattresses, allergens cause asthma, sneezing, runny nose, irritated eyes, scratchy throat, coughing, wheezing, and shortness of breath. “To combat both these pests, Bed Bug Barrier has created a breathable, easy to clean, and 100 percent waterproof Mattress Encasement that is proven to prevent bed bugs and dust mites from entering, escaping and biting through to your guests skin,” the company told AMG.

By Lauren Butler, Junior Industry Reporter

SPRING 2017

h housekeeping Ask Mammy:

Wily Irish Mammy versus bed bugs “LIE DOWN WITH DOGS AND YOU’LL RISE WITH FLEAS,” THAT’S WHAT MAMMY LIKES TO SAY WHEN SHE SPOTS THE GRUBBY MARK OF A BED BUG! The invasion of these dreaded critters is a problem that dogs the accommodation industry. Mammy’s warning for managers? Don’t let your establishment become the infected dog! Anyone can suffer a bed bug infestation because they hide in luggage, clothing, bedding, furniture, and they are often found in dwellings with a high rate of occupant turnover. This means that hotels, motels, hostels, shelters and apartment complexes are all frequent victims. But Mammy has been around a few blocks in her time and has a few tricks up her sleeve for spotting them early and nipping the nippers in the bud. Her first checklist is to look for: 1.

Rusty red marks on sheets or mattresses caused by crushed bed bugs.

Dark spots that are about this size: •

Tiny eggs and eggshells (about one millimetre), also pale-yellow skins that nymphs shed as they grow larger.

Live critters! Mammy shudders at these too but you will see them moving along the seams of your mattress, or notice the shed skins and tiny poos.

Bites! Guests waking up with very itchy red welts or a rash is a telltale sign – bed bug bites can be in a line. Don’t always assume that an itchy mark is just a mossie or midge bite; remember that bed bugs do not necessarily bite every night.

Detect a stink? An offensively sweet or musty odour from their scent glands can be detected when infestations are severe.

What Mammy does when she finds an infestation (after swearing and saying a few Hail Marys): 1.

Vacuum..

Use a steamer.

Give bedding and clothing a good hot wash.

Sprinkle bicarbonate of soda on the mattress, scrub with a stiff brush and vacuum again.

Encase mattresses and pillows.

Use tea tree oil insecticide spray.

Even Mammy admits she should call in an expert before an infestation gets out of control – a qualified pest control operator.

As Mammy tries to remember: “All the world’s a stage and most of us are unrehearsed.” Preparedness is a Godsend. Any household can be invaded by bedbugs, but a high standard of hygiene can discourage bedbugs from spreading.

Remember to change vacuum bags after each use so that any stray bed bugs can't escape!

Prevent bed bugs by regularly and carefully vacuuming rugs, floors, upholstered furniture, bed frames, under-beds, the space around bed legs, and all cracks and crevices around every room. Remember to change the bag after each use so bed bugs can't escape! Please remember: Wily Irish Mammy is a satirical column. Sure, she'll make you a smile when you read about her 'homemade remedies' but she doesn't replace qualified professional advice.

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h housekeeping Stupid Things:

Stupid things hotels do for guests AND HOW TO AVOID THEM... OBSERVATIONS FROM AN INDUSTRY REPORTER THAT MIGHT SAVE YOU A FEW DOLLARS. Of course, every established industry has its traditions and etiquettes but over time they morph into one of two things: endearing experiences or annoying habits. As both a millennial and the editor of a few accommodation-related mags I've started to spot a few new annoyances. This is all subjective and there are always exceptions to any 'rule' but I've found the following things irritate guests time and time again yet, bafflingly, hotels around Australia continue to do them

1. Daily room clean - GUEST LAZINESS WILL NOT BE TOLERATED Having to mad-dash over to the room door to flip over a 12-yearold 'do not disturb' sign because you forgot to the night before, or awkwardly ask the housekeeping staff to come back later is something you expect from a university dorm not an expensive night away. Airbnb allows guests and hosts to determine a cleaning schedule before arrival, sometimes adding a cleaning fee for picky customers. Would this be so hard to emulate? Daily housekeeping is a tradition that comes from five-star service but it's not needed for guests staying multiple nights. Sleep ins make for happier guests... Let them live.

2. 'Free' breakfast between the hours of 05:31 and 07:02 It's a gimmick that works, I can only assume, because the free breakfast promotion is one that never fails to crop up when shopping for accommodation. Why the time restriction, though? Especially if it's just self-service or continental... Is it so that staff can clear the room at 9am sharp for lunch? If 'free breakfast' has been offered, why not have simple breakfast rolls loaded into the minibars, or have a limited all-day breakfast menu in the in-house restaurant. The number of times I've seen families ushered away from the lobby because they missed the brekky window, or business suits glumly sat by the elevator because they rushed down to get coffee and a bagel and now have three hours to kill before their meeting. Save a life: put a croissant in the mini-fridge.

3. You get a phone call, and you get a phone call, and you and you and you... There's gotta be a simpler way, my friends, than asking guests to wrestle with a landline in-room phone when all they want is to doublecheck the check-out time. Think about this: most people under 21 won't even remember having a landline at home. In five years, asking young couples to operate an in-room landline will be like asking a toddler to use a walkman: I'm sure they'll figure it out but who needs the aggravation? I'm not saying in-room phones don't have a place, because the novelty is fun and sometimes they are easier than googling the front desk number, but they need to be intuitively easy-to-use.

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4. Where there's an app there's another app Spoiler alert: there are too many apps. Nobody wants to have to launch a search party to find a single app on their phone that may or may not get them a discount code, or have their reservation number saved. Even though people will do almost anything to save money, app-mania is just plain annoying. What made Netflix a useful alternative to online piracy was that it had so much choice for a relatively low subscription fee; now there's enough competition to Netflix that people have to pay a string of monthly fees to watch different shows. What made the streaming service useful has lost its charm for many people. Similarly, what made OTA-type apps useful was the ability to book with any property through one interface. Now that every hotel chain and it's pet millennial brand has an app, you may as well ditch the lot of them. Good apps are pretty costly, so unless there's a very specific reason why guests would clamour to download yours; you're probably better off figuring out how to use existing platforms like Facebook messenger.

5. The magical front desk disappearing act If there's one thing hotels, and lots of other provider types, seem to have wrong, it's that guests today *cough* millennials *cough* don't like front desk service. If anything, personal service is one of the things people come to traditional accommodation providers for! In fact, providing a 'personal service' is one aspect of Airbnb that people forget about and that came from the hotel-world. Chat to your guests! Ask how they are; check them in; let them know a few sweet hotspots they can visit locally; point them in the direction of whatever lobby artwork or guest facility you have to show-off; tell them about your recent refurbishment; recommend your favourite cocktail from the bar. This is the stuff people love. Tablet check-ins, or e-desks that replace the reception area, only get appreciated when guests are used to terrible service, and the technology actually works. You can impress just as easily by blowing guests away with solid, personal service. A smile is free and a recommendation is revenue-mining. By Rosie Clarke, Editor

hr human resources Staffing:

The next generation of industry professionals FUTURE PLANNING IS IMPORTANT IN ANY INDUSTRY, BUT WITH YOUTH UNEMPLOYMENT AT AN ALL-TIME HIGH IN AUSTRALIA, AND ACCOMMODATION HAVING ONE OF THE HIGHEST EMPLOYEE TURNOVERS OF ANY INDUSTRY, IT’S IMPORTANT FOR HOTELS TO CONSIDER WHO WILL BE MANAGING AND WORKING IN THE HOTELS OF THE FUTURE. A recent research report titled After the ATAR: Understanding How Gen Z Transition into Further Education & Employment, undertaken by Year 13 and YouthSense, looks at how young Australians are transitioning into the workforce. In the report’s foreword, co-founder of year 13, Will Stubley, said: “The complexities surrounding youth engagement in both high school and beyond is multi-faceted. However, we believe that significantly more can be done by employers, educators and government to effectively engage youth Australians.” The report states that, at present, 580,000 young Australians qualify as ‘Not in Employment, Education or Training (NEETs)’. It also reported that in order to tackle the issue, it is integral that employers build initiatives and communication strategies that increase young people’s engagement with and accessibility to jobs. According to the Australian Government Department of Employment’s Accommodation and Food Services Industry Outlook report, young employees make up a considerable percentage of the industry’s total workforce, with the median age for accommodation and food services being 27 years, and 43 percent of workers aged between 15 and 24. With predominance of lower skilled occupations in the industry, 63.4 percent of workers employed in accommodation and food services have a level of educational attainment of Year 12 or below, with approximately one third of employees studying and

Training is an integral part of welcoming new staff to the team, for the benefit of your hotel

ACCOM MANAGEMENT GUIDE

working part time. Considering these figures, and the demographic of workers, it’s important for hotels to be prepared to employ and train those transitioning out of high school or university, and into the accommodation industry. According to the Department of Employment’s report, the recruitment rate in the accommodation and food services industry is double the average across all industries, showing 28 vacancies per 100 staff. Some 15 percent of employers in the industry reported that staff retention was a challenge. Inability to fill roles, or fill roles to a high standard, is partly due to skills shortages.

How to prepare Here are just a few ways you could consider recruiting, supporting, training and retaining young staff members: 1.

Offer apprenticeships where appropriate. While a number of hotel or food service positions don’t require formal training or qualifications, apprenticeships are an option for some roles. Consider offering apprenticeships to kitchen staff, or having a management cadet program for those seeking management experience. Internships are another great way to give young workers a taste of the industry.

Offer training for unskilled positions. Just because a position doesn’t require a qualification or training doesn’t mean it’s not helpful. Training is an integral part of not only welcoming a staff member to the team, and settling them into a new workplace environment, but also in assisting them to perform to the best of their ability for the benefit of your hotel. Training can get a bad wrap, and a reputation for being boring – so ensure that it’s interactive, empowering and motivational for trainees.

By Lauren Butler, Junior Industry Reporter

t technology Website Tools:

What is the value of a website?

BUYING OR SELLING AN ACCOMMODATION BUSINESS TODAY INVARIABLY INCLUDES A WEBSITE. It does not really matter whether you are the seller or buyer because either party has to establish a dollar value as it is an asset. Just as obviously, the vendor's view is a mirror image of the purchaser's considerations and diametrically opposed. So why does a website have a value? The reason that a website has value is because a potential buyer can make a profit from it just as the seller can claim he has derived that profit. Nothing more, nothing less. If you seek the help from a plethora of various professional valuers, you may well become totally confused and arrive at a very inflated value.

Their usual equation looks something like this: 'Total worth of the website' = 'The value of the amount of revenue earned from the website' + 'The value of age and inbound links' + 'The value of the domain name' + 'The value of the page views and the unique visitors to the website' + 'The value of the amount of the websiteâ&#x20AC;&#x2122;s content'. I have actually copied that from one of the majors' website. My first reaction is to wonder how one can possible establish the value of each variable in that equation. The monetisation method of each factor is debateable and often quite obscure even before that view is flavoured with the assessor's own agenda. That equation is fine if one considers the website as a standalone commodity. In your case, that is not so because the income generated by the website is invariably included in the trading account's income column. The other components often break down into sub-components and unless we are dealing with a major enterprise like the eBays or Amazons of the world there is a far simpler and, in my view, a more realistic way to unravel this conundrum.

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To begin, I would start to rearrange the order of the factors in that equation. The first component to inspect is the domain name. If it mimics the business name, we are doing well; if it ends in dot com or, preferably, dot com.au; the first goal has been reached. In other words, if your enterprise is called 'My Great Resort' then the preferred domain name should be "mygreatresort.com.au". Arvo Elias

The second most important component is the actual content. That should be extensive but without repetition. Reading the content should be akin to a book; lots of valuable, concise, relevant and interesting text. The sole purpose of all this content is to sell. Sell whatever the business you are buying offers to your potential guests. The most important information, complete with a call to action, should come first. Clever selling prose relies on emotion rather than cold facts. Effective content has to have keywords accurately placed within the text with sentence structures playing a major part in search engine optimisation. There is also a relation between the visible text and certain aspects of code structure. If you have any doubts about evaluating these aspects, then professional advice is highly recommended. Today, the compliance of the design for mobile rendering is very critical. Even though we have not seen this yet, Google has declared that dual indexing will commence and ultimately evolve into an index of mobile sites only. This means that, currently, a website will be listed in the normal manner irrespective of its suitability for mobile devices; while, at the same time, a second index of mobile-friendly sites is generated.

technology t

We are already seeing this by notes adjacent to search results describing the reference as mobile-friendly or 'not mobile-friendly'.

Many logs will also display the time a punter has spent viewing a page and the last page viewed.

The current classification of the site could, at worst, then mean that the whole design may have to be scrapped because of this noncompliance; or,, at best, just have some minor code modifications applied. So this is your first serious warning flag.

Short visits can indicate a wrong search target having been reached. In other words, the visitors had no real interest in whatever was on offer; if, however, the majority of visits fall into this category there are grounds for questioning the overall effectiveness of the site. Again, it may mean a full redesign is desirable.

Obviously, to satisfy yourself of the true status just direct your mobile phone to the site and see if it displays properly; better still, go to the horse's mouth at 'https://search.google.com/test/mobile-friendly' and do a more thorough check. If the site displays problems, it is best you obtain assistance from a professional designer. Inbound links as a generalisation have little if any value; links from major brands however could have significant value, it really is a question of relevance and the amount of traffic they direct to the domain in question. Finally, check the server log for the website. This will describe the number of unique site visitors, the pages viewed, where the visitors originate from and even the search terms used to land on the site. Make sure you view this log because, if nothing else, it will validate any claims as to the number of bookings/sales the site may have generated.

How you decide on the value is a vexing question for you. If a redesign appears necessary, you could be facing a significant outlay and professional guidance should be sought. It is very important that you have the registration and ownership of the domain transferred to you. Included in this, should be the domain access keys; all the passwords and access data to allow you to manage the website, email system and the automated reservation systems that may be attached. This is pure paperwork and must not be neglected. I hope these brief comments may work as a guide for you before to acquire the keys to your new kingdom. Good luck! By Arvo Elias, Cybercons

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fb food & beverage Tea and Coffee:

Tea? Coffee? Please… Please me! EVEN THE FANCIEST, MOST LUXURIOUS HOTELS CAN MAKE BASIC ERRORS. For me, the biggest mistake they can make (besides bad hygiene) is to provide low quality or lack of choice in a complementary guestroom beverage offering. Travel can be a chore and what better way is there for a guest to relax and feel at home, than to kick off their shoes, drop their bags, pop the kettle on and select from a choice of fine, hot beverages then slump into a comfortable chair and enjoy a decent cuppa. That first encounter with your beverage options can set the tone for their experience; admittedly, it plays a huge part in my own judgment of an establishment’s quality. Some accommodation managers may regard providing free beverages as an unwanted cost, but I put it to you that it is far wiser to regard it as an essential service that should be given due thought, care and attention.

What to provide? Coffee In recent years, we’ve all seen a spotlight glare over coffee culture. The growth in coffee appreciation has been aided by advancements in electronic, domestic coffee makers at an affordable price; for serious coffee drinkers, even the plunger is no longer good enough and fresh, machine-brewed coffee is now the norm. There is a machine to meet every customer need and coffee preference, depending on the size and type of establishment, the kind of guest and the space in which it is to fit. Your choice of machine may also change depending on the area required; is it for your guestrooms, conference rooms or breakfast bar? Whatever the use, consistent quality is the most important factor and busy hotels need to trust that their coffee offerings won’t fail due to changing barista staff or human error in guestrooms, which is why selfserve or barista-less portioned coffee machines suit busy establishments. Providing these appliances comes at a cost but if you want to provide guests with what they are used to at home, you should consider the options. Beware, they could prove baffling for unfamiliar guests and add on cleaning/maintenance time. Guests want convenience and ease-of-use when making themselves an espresso and a trend in the domestic market for capsule coffee highlights this. So, when you decide what coffee experience to offer your guests, you should consider that a capsule machine is unique in its ability to use a variety of capsule coffee brands. A multi-capsule solution can satisfy a

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range of coffee and other hot beverage drinking needs. As tastes change and become more discerning, there will always be a call to stock good quality and very convenient instant coffee because everyone is different and has very different needs. Tea Ah the humble cuppa… by far the most widely consumed beverage in the world. With its consumption equalling all other manufactured drinks in the world combined, including coffee, chocolate, soft drink and alcohol. Most accommodation providers are likely to have been influenced by British heritage, where a sit-down for a nice cup of hearty black tea with milk is the way to go. However, in many other cultures, it means much more than that; often coming in many different styles and brewing methods, or as part of elaborate rituals and ceremonies. Even to more traditional tastes, too little consideration is often given to quality. Providing a few black tea bags is not good enough. You must respond to demand for better quality teas and more choice of tea bags for convenience: most guests are happy with a choice of Green, Earl Grey or English Breakfast, but offering a full selection of fruit and herbal varieties is most desirable. Other hot beverages Not everyone likes tea or coffee, so do not forget a choice of hot chocolate or even Milo for your Aussie guests.

food & beverage fb supplier profile SICO SOUTH PACIFIC

The Latest Trend in Food and Beverage Displays Is it time to give your food and beverage space a makeover? The latest trend in buffet lines offer a streamlined, modern and minimalistic approach to food and beverage presentation with a range of nesting shapes, sizes and glass options making configurations and design possibilities endless. Traditionally table linen and skirting was used and preferred for its ability to mask damaged or unsightly tables and sideboards however the additional laundering and associated labour costs has led to the further development and design of contemporary and space saving displays. Nested units also offer additional storage when displays are not in use and individual tables can be separated out into conference rooms, reception areas or hallways, freeing up precious storage space within back of house areas. SICO® offers a range of food and beverage displays and units which offer a cost-effective solution to providing guests with an enticing and contemporary food and beverage display. Customising SICO® tables to suit your décor is easy with a large choice of frame colours, profiles and additional side panels to provide additional storage space under the displays should the need arise. Additional castors can also be fitted for movement between rooms and spaces allowing for a fully mobile display. “We have intentionally allowed our options to be endless to compliment every décor and budget. SICO® display tables are made with high performance in mind for a longer lasting new look.” Said Barry Shepherd – General Manager at SICO® South Pacific.

Nested units also offer additional storage when displays are not in use and individual tables can be separated out into conference rooms, reception areas or hallways...

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fb food & beverage Tea and Coffee:

Display It is not just about what to provide but also how to display it. Presentation of your beverage selection is important because an unsightly clutter will detract from the look of your room and make a poor impression. A welldesigned, refined display that reflects your brand: a tray, a crafted box or a small piece of cabinetry, is worth the cost and effort. Think about your coffee display and make sure it looks appealing with space for the tea, coffee, hot chocolate, milk and sugar sachets and the crockery. Make the display easy to quickly re-stock – essential when you have back to back visitors - keeping them happy and encouraging repeat business. Where do they want it? The ability to access a good hot beverage throughout a hotel is a convenience taken for granted, even in budget chains. Even guests who possess more refined tastes, perhaps spoiled by that talented barista down the road, still enjoy the convenience of a quick, good quality coffee or tea in their hotel room, business suite, reception area or conference room.

Trends As long as guests stumble out of bed and reach for their morning hot drink, in-room offerings will be in-demand. As part of their branding, some hotels (especially boutique) have improved the quality and type of in-room beverages to meet guest demand. They highlight their ‘local’ or ‘Earthfriendly’ vibe by showcasing good quality, authentic, ethical and organic roasts. Nevertheless, guests - whatever their lifestyle or dietary choices - will always need to be comforted, invigorated, inspired and just plain delighted by your beverage offerings, so make sure that you give them what they want.

As part of their branding, some hotels (especially boutique) have improved the quality and type of in-room beverages to meet guest demand

By Mandy Clarke, Industry Reporter

Healthpak evolves with industry trends WHEN IT COMES TO COMPLEMENTARY BEVERAGE CHOICE JAMES (JIMI) KENNEDY-GRANT, THE GENERAL MANAGER OF INDUSTRY SUPPLIER HEALTHPAK KNOWS A THING OR TWO! Healthpak offers a range of beverages to accommodation around Australia and New Zealand. He told us that he has witnessed a trend towards “ethical, environmental and dietary requirements”. Good quality never goes out of fashion: “We package our beverages locally after quality testing each and every batch of bulk. This means that we have full control over the contents of our products. Our sugars and teas are all packed in degradable packaging and our freeze dried and fresh ground plunger coffees are all foil packed for ultimate freshness.”

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However, as the trend towards lifestyle choices and ethical products continues to evolve, Jimi stated: “We have moved into blending our own Stevia natural sweetener and have reformulated our drinking chocolates to be gluten free. Furthermore, we have seen from the success of our One Fairtrade range that increasingly guests are looking at ethically sourced products and beverages.”

safety & security ss External Security:

Do you scare easy? Check your cameras NOBODY WANTS THEIR PROPERTY MORPHING INTO THE SET OF A HORROR FILM, LEAST OF ALL GUESTS LOOKING FOR A RELAXING GETAWAY. Hotel room invasions are a very real threat and without a security system in place to (ideally) prevent intruders and then record entries and exits around the property, the police are left to try and resolve a crime with a transient victim and an unknown perp.

Big crimes, big news One widely publicised hotel room intrusion occurred back in October 2016 when Kim Kardashian West was held at gunpoint in her Parisian hotel room. Five men forced a concierge to let them up to the reality icon’s room, where they tied her up and stole jewellery and items worth more than $8.7 million. Just weeks ago, the world watched in shock as details rushed out about the act of terror that took place in Las Vegas; a shooter killed 58 people and injured more than 500 from his hotel room on the 32nd floor of the Mandalay Bay Resort and Casino. Police found 23 guns in his room after the mass shooting, and many people questioned how he was able to transport so many guns to his room without being intercepted by hotel security.

A few months ago, our very own Graham Vercoe wrote a detailed special report in Resort News on safety precautions at the upcoming Commonwealth Games, asking the question, ‘is it enough?’. Terrorists, he explained, are turning to ‘soft targets’ that tend not to have the high level of security that’s expected at, say, an airport. This puts hotels, resorts, casinos and apartment buildings at a higher risk. Specifically the larger properties in key cities. Having said that, the risk of a terrorist attack taking place at a midscale Aussie accom provider, or even in Australia at all is relatively low. As Gold Coast mayor Tom Tate told Graham: “Let’s be honest, Australia, we haven’t hurt anybody. We are a long way from them and I think [IS] are too busy to stir up in Europe and the like. I don’t think they will come over but we are prepared if they do.” More than $45 million has been budgeted for security at next year’s games.

Trending concerns for hotel managers HOTEL MANAGERS ARE BUSY FOCUSING ON THE DAY-TO-DAY RUNNING OF THEIR HOTELS. SECURITY TECHNOLOGY MOVES FAST AND IS CONSTANTLY IMPROVING. Greg Flood, director at Eclipse Security Systems shared: “It is our job to solve hotel managers’ security concerns by sourcing the best products that meet their needs and budget. We provide security solutions to the hospitality industry and offer hotel managers advice on what security technology is available now and into the future. “Our desire is to keep hotel staff and guests safe and secure and provide managers with business insights and data on client access and movement, so that they can streamline and improve the management of their hotel. That is our priority.” He described some of his company’s

products that adhere to popular industry trends, access control and CCTV. The Salto KS mobile access control focusses on access being delivered to the mobile device. Meanwhile, the Hikvision DarkfighterX prioritises clearer images in low light conditions for managers who are most concerned about CCTV surveillance. “By installing Salto KS on the external entry doors, managers can allow clients to get safe access into the hotel after-hours as well as provide staff added security and control over external access. Also when staff leave or lose an entry fob, simply remove

it from the system. This also provides the hotel manager with insight into the system and how it benefits guests. The system is wireless, intuitive and simple-to-use. It can be expanded at any time from one to multiple hotels. The DarkfighterX product “remotely monitors the external entry areas of your hotel to identify guests checking in or accessing the hotel after-hours. It also deters and records evidence of vandalism to the external of the hotel in low light conditions, and provides staff protection in low light external areas such as back entry or laneways.”

SPRING 2017

ss safety & security External Security:

Gambling on your security If you have pokie machines or other gaming areas at your property, you definitely need to make sure you have CCTV in situ. Back in January, a man allegedly set fire to some machines after raining petrol down on them. The Beenleigh hotel gaming room saw 40 pokie machines go up in flames. Without the proper safety measures in place, crimes like this are able to take place and criminals may evade police. Not only this, but if staff are aware that a crime is taking place it’s not guaranteed that they will be able to act right away. In the case of an arson attack, they may not be able to identify or remember the appearance of a suspect, or keep an eye on who’s walking through the lobby. CCTV cameras can record everything so that staff have a back-up and can be backed up by evidence if they do need to relay information in a police investigation. CCTV along with access and remote control are all essential security measures in providing a safe accommodation environment. If you run a family-friendly establishment where young children are running around from lobby to pool to playground to hotel room, you need to make sure security has eyes and ears on the go at all times. Access control is particularly useful for this as it allows you to secure areas of your property, like the pool area, or the ‘family floor’ if you like to group families together, etc. It minimises risk quite substantially. It also means you can restrict which members of staff can go where. Does anyone other than housekeeping really need guestroom access? The more people who have access to an area, the harder it is to pinpoint the guilty party if something happens or a crime takes place.

CCTV, the queen of security There’s a reason cameras are the go-to move when boosting security: they are effective in so many different ways. Not only do they record activity for later use, but they also act as a deterrent. If a would-be criminal can spot CCTV dotted around your building, he/she will think thrice before breaking in or vandalising a wall. Think about where you place these cameras: rooms next to fire escapes and back doors are more likely to be targeted by opportunist intruders so you should shortlist these locations for CCTV placement.

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Now that Australia’s internet connection is improving, it’s possible to store data that much easier, which means you can keep your cameras switched on for longer, or at least have more control over the amount of recordings you keep and with what frequency.

What’s really key, is installation A good industry supplier will be able to analyse your property and tell you where the weak points are; where you need CCTV; where you can afford to place deterrents versus where you need to plant your headline pieces of equipment. There are many ways to deter forced entry; things like strike plates, reinforced doors, strong locks on doors and windows will do their bit in helping to dissuade intruders so it’s important to ask for suggestions and options when you talk to a security professional. Remote access allows you to keep tabs on your property when you’re off-site. It also gives you a better vantage point to work in different areas of the building without dropping the ball on security. It also prevents prying eyes from scanning your monitors to work out which cameras are switched on. This Halloween season, make sure your guests have nothing to be scared of.

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FOR OVER TWENTY YEARS IN AUSTRALIA THE PREFERRED SUPPLIER PROGRAMME AND DIRECTORY HAS BEEN AN EXTREMELY VALUABLE AND EFFECTIVE TOOL FOR ACCOMMODATION MANAGERS. It allows managers to access industry specialists who are committed to the highest levels of service and dedicated to the accommodation and hospitality industries. This is extremely helpful for all accommodation providers but especially new managers as it allows them to benefit from the positive experiences other managers have had with their suppliers. Listed below are the stages of the process that ensure only the best industry suppliers can participate in the Preferred Supplier Programme: 1. All suppliers must receive a nomination from a property currently using their services that is completely satisfied with their levels of service and are prepared to recommend them to another complex in the industry (ie. if asked by another manager they could comfortably recommend the required supplier). 2. All nominations received are then qualified through a secondary questionnaire process to ensure nominated suppliers are able to provide the highest levels of service required and expected by managers. 3. Suppliers that still qualify are then asked to commit to the required levels of service for the next 12 months guaranteeing their commitment to the industry. 4. Subject to the satisfaction of these processes and commitments suppliers then go on to the Preferred Supplier Database. Only Preferred Suppliers in this database have the opportunity to utilise the Preferred Supplier logo and make their contact details available to managers via the Preferred Supplier Directory, located in every issue of the Accom Management Guide and online at www.accomnews.com.au. 5. Preferred suppliers have their status reviewed every 12 months to ensure they still qualify and that their commitment to the industry is being met.

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With these criteria in place it means that you as a manager have access to a complete range of specialist suppliers who are actively seeking to improve their services to the accommodation industry. For your own peace of mind when dealing with any supplier ask if they are a Preferred Supplier. This can be verified by viewing a Preferred Supplier logo – made available for use in any of their stationery or marketing material or more simply by locating them in the Preferred Supplier Directory. So when looking for products or services give yourself the peace of mind that you are dealing with a recognised industry specialist and support these suppliers who are committed to servicing your needs. 90

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